Airbnb Support
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Mar 25, 2020
Jim
6:04 PM
Serge lives in Brazil, and is very worried that he will not be able to travel safely.
Your policy does not allow us to agree a cancellation without you extracting money for nothing.
If I maintain this reservation, do you guarantee to pay me no matter what occurs? If not, please provide a solution which is fair to all of us, puts health before profits, and stops unnecessary and unhealthy worrying.
Thanks and regards,
Jim Shaw
Thanks for your message — Airbnb Support will reply as soon as a specialist becomes available.
6:04 PM
We're currently experiencing longer than usual wait times due to disruptions caused by the coronavirus (COVID-19).
You can change or cancel a reservation on your trips page or host dashboard. For more information on the coronavirus or our extenuating circumstances policy, visit airbnb.com/covid196:04 PM
Here's a recent answer to a similar question. If you still need help, let us know and we will connect you with an expert
6:04 PM
Community Expert
6:04 PM
As a guest may cancel a stay at any time. Your refund is first determined by the host's stated cancellation policy, which you can view on your receipt or the 'print details' page of the home reservation at any time.
Details on each policy are here:
https://www.airbnb.com/home/cancellation_policies
When you click to cancel your stay, Airbnb will also confirm the exact amount of refund to you before you click to confirm you wish to cancel.
In the event of extreme weather, serious illness, or other extenuating circumstances, you can next apply for a further refund after you cancel. See the procedure to make a claim and read the policy on what qualifies for a full refund here:
https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim
Once you have the requested documentation you can begin a claim and an agent will make the final decision for you.
Was your issue resolved by this suggestion?
No, I still need help
Jim
6:05 PM
We're forwarding you to a team that can better assist you.
6:05 PM
Community Expert
6:05 PM
No worries, we’ll connect you with an expert right away. If you need to leave, we’ll notify you as soon as you get an answer.
Thanks for your message — Airbnb Support will reply as soon as a specialist becomes available.
6:05 PM
Jim
6:10 PM
Similar considerations apply to the bookings from Fons, who is in the "at risk" category, Dora, whose art exhibition, and Cyrille, whose sports event, are likely to be cancelled.
Jim
7:20 PM
Off soon to eat, ping me if you are available, please
Airbnb Support
7:34 PM
Hello Jim,
My name is Rudolf from Airbnb. I hope this finds you well and safe!
For the moment, our Extenuating Circumstance policy regarding COVID-19 is applied only for the reservations between March 14th and April 14th. For all other dates, we don't have any updates yet, and the best advise will be to wait for new ones.
Jim
8:01 PM
That is the opposite of helpful in the current circumstances.
I guess helpless is the word.
Airbnb Support
8:04 PM
I really understand the situation and I can assure you that Airbnb is working to find the best solutions for every member of our community. This is why I told you that the best solution at the moment is to wait until we will have new updates regarding this situation.
Jim
8:05 PM
Unfortunately that is just blah, blah, you sound like a government official. In the absence of any positive input from AirBnB I will make my own agreement with the people concerned, and AirBnB can put up with the consequences.
Can you find Sergio a reliable flight from Brazil to match his dates?
Can you reassure Fons, as a person at high risk, that it will be safe for him to travel here?
Airbnb Support
8:10 PM
Unfortunately we don't have this option on our platform. And if all the flights will be cancelled on that period, and he will be able to send us documentation at the proper moment, the situation will fall under our typical Extenuating Circumstances Policy.
Jim
8:10 PM
Can you underwrite the risk that Dora's art exhibition will be cancelled?
Airbnb Support
8:10 PM
No Jim, unfortunately I can't do this.
What I can do, is to follow our procedures, and wait for new updates for the reservations which are for those dates.
Jim
8:11 PM
So AirBnB puts stress on us all for weeks to come, and does not care.
Helpless, careless
In these situations it is people who matter, not $$$
Please feed this back word for word to someone in charge of your so-called policy, which could be called cover your eyes and ears and wait.
Thanks to you personally for communicating it to me, and I rely on you to do something about it internally.
I take it that I may disclose and share this conversation with my would-be guests?
Airbnb Support
8:19 PM
I'm really sorry about this situation Jim. Again, I think that the best solution is to wait for new updates. I will give you a feedback link if you want, where you can document all of this situation, and I will try to share those opinions with my colleagues as well.
https://www.airbnb.com/help/feedback
Jim
8:20 PM
OK, I will. And no, it is not the best solution because it is not proactive and fails to put people's health at the forefront.Airbnb Support