Corona virus and how airbnb DOES NOT respond to a host concern.

[Walter-And-Kathy0]

I got in touch with airbnb on Saturday 3/7/2020  after the county where my home is located announced that two people tested positive for corona virus, 2 days prior and one of the two was hospitalized.

I had mentioned to the airbnb agent that both my wife and I are in our 70's, we both use this home when we're not hosting guests, and i mentioned our medical conditions, and how we feel very apprehensive about hosting due to the circumstances worldwide, and the fact that we won't be able to guarantee disinfecting every single item in the household in between guests.

We want to cancel all future bookings way ahead of time to make it the least disruptive to our guests.

I was informed at the end of my phone conversation that our case will be escalated to a case manager and i would be contacted within 24-48 hours. 

After 2 days, on March 9, 2020, I contact Airbnb to inquire about my case situation; the agent confirmed my phone call on March 7, he went onto escalating the issue for a second time. I was told that unfortunately there is no estimated time on when I will be receiving a response!

Consequently, I was obliged to cancel a booking due on April 2, 2020 and we were penalized $50.00 from following booking.

AIRBNB, DO YOU REALLY CARE ABOUT THE HEALTH AND WELFARE OF YOUR GUESTS AND HOSTS???????????????????????

[Rowena29]

@Walter-And-Kathy0 

Sorry you have had this negative experience.

Airbnb are notoriously slow and often unhelpful when it comes to more "complicated" situations. They also tend to be far more concerned about guests over hosts

As you have discovered - never ever cancel a booking yourself.

In this instance, it would have been cleverer to contact the guest - explain that corona virus was present in your community, you were concerned for their well being and suggest they cancel.

For future bookings - shoudl you wish to cancel them - I would suggest this course of action if Cs remain unhelpful.

regarding your fine, airbnb have lots of strategies in place re Corona - it might be worth contacting them explaining the chain of events and asking that this fine be reversed.

Try to stay calm and very polite throughout. If you encounter a clueless rep, hang up adn start over.  You shouldn't have to be patient, but patience helps. Sometimes it takes WEEKS for them to get around to dealing with your issue,

I'm sure other hosts will have further suggestions and advice...

[Walter-And-Kathy0]

@Rowena29  Your input is appreciated, but when Airbnb drags its feet regarding an issue that could potentially be fatal to either a host or a guest, it's totally unacceptable and it is reckless on the company's part.

By the way, I have been polite but very frustrated.

Thank you.

PS

Totally agree with @Susan17 

[Rowena29]

@Walter-And-Kathy0  I agree with your sentiments. Everyone would.  It's a no brainer. But don't expect that airbnb will change anything much. Agreeing with you might make you feel better, but it's not going to help you get your $50 back or assist with cancelling the rest of your bookings - penalty free. I wasnt' trying exonerate airbnb - merely point out how woefully inadequate  they are at handling any sort of crisis - especially if it's a host related crisis.  Of course Susan 17 is on the money as to how they SHOULD be be having - Susan and a great many other hosts have been on the money for many years holding the company to account, expressing opinions as to how they show would be better.  Unfortunately airbnb does not appear to have the slightest interest in  genuinley listening to these opinons and takes no feedback such as this on board.  Changes to policy are minimal and pay lip service to host concerns. By all means express your disappointment and outrage - that's what a lot of people use these forums for -  but that's not going to help you for the next booking you want to cancel, or getting your money back from the latest unreasonable penalty.  No one in airbnb land  is going to read your post ( or anyone else's)and think "gee we've treated Walter pretty badly, we better rectify that right now"  Possibly an administrator might chip in and offer a platitude and say they've referred your case on - sounds impressive but doesn't seem to achieve anything much from what I can see.

As ridiculous and unfair as the situation you've been put through is, we're on our own as hosts most of the time. You'll get very little support or help, or if and when it comes, it will be 7 weeks too late.  I was merely trying to suggest practical strategies that might have a glimmer of hope in achieving a better outcome for you.   Sorry if when I said "try to stay calm and polite" you thought I was implying that perhaps you hadn't been in the past - not what I meant at all - it's just that most of the reps seem to be based in somehwere in Asia with English as a second language,  - when talking to them it helps to speak slowly, calmly, simply.

If you need/want to cancel future bookings here is a strategy several hosts who have not got adequate support from CS have tried.... they message the guest and tell them the previous guests have reported themselves exposed to the virus - that's been a surefire way of getting the GUEST  to cancel so you avoid penalties.  Slightly underhand but with ridiculous rules, no support and unfair punitive measures, hosts have to use what strategies they can.

Good luck

[Susan17]

Bottom line - given the potentially lethal consequences of the corona virus on certain demographics and the speed at which it's spreading, Airbnb should be immediately allowing all hosts who fall under the high-risk designation - seniors, infirm, immuno-compromised etc - to cancel all upcoming bookings under the Extenuating Circumstances policy, no questions asked. The health, safety and peace of mind of vulnerable members of the community must take precedence above all else. Anything less constitutes  recklessness and gross negligence on Airbnb's part. 

In every region, there will be more than enough hosts (still reeling from the deluge of recent cancellations and in dire need of the income) who'd be more than happy to rehouse any guests whose bookings have had to be cancelled. It doesn't have to be a major issue, or even require a whole lot of input/effort on Airbnb's part. The markets would simply rectify themselves. 

[Mbaye0]

exactly I am watching closely airbnb depending on how they act, I might continue hosting in the future or just never work with them again

[Walter314]

Thank you.

That’s what I expected from this company.