Covid-19: can hosts cancel penalty free?

[Emily487]

I apologize if this is already answered somewhere and I missed it:  Can a host cancel upcoming bookings penalty free because of Covid-19? 

I am trying to convince my host to pause his listing and rent to a tenant for the season. 

[Jude7]

Thank you @Bonita5 for that sage advice and for reminding me of the importance of cancelling properly. I plan to spend the weekend catching up on paperwork. I think I’ll do as you suggested and use their hold music as entertainment. 

[Kenney1]

We are all in this together!  

I agree that it is irresponsible for someone to make a reservation and then not so much as make an attempt to reach out to the host regarding a cancellation. I think in that case the extenuating circumstances policy should clearly be written that you be allowed to keep 100% of the funds. My problem and although you may not like it as hosts is that I booked my travel well in advance of March 14 for two weeks in May and June in two different host places. The only response I get from Airbnb is that they are allowing refunds up for trips booked by March 14 but only for travel  that occurs by April 14. this pandemic will be nowhere near being finished by then.  Other than that any negotiations regarding refunds are between the patron and the host. I have been a loyal customer of Airbnb for years and always appreciated every host who has allowed me to stay at their amazing properties. That said, posting an extenuating circumstances policy on March 19 which predates most of the current scientific data about the pandemic and only goes so far as to remedy situations booked only  by March 14 with stays occurring by April 14 is adequate. I had one host that was so generous that she allowed an ecredit for me for me to use within a certain amount of time after April 14. That shows me that the host has the authority to alter their cancellation policies as they see fit especially in light of this global pandemic. It also shows me without ever meeting this person what kind of human being she is. In that moment, the host regained my trust in the system as we worked together as individuals to do what is right. The other host has not yet made such an attempt and again I have spent thousands on these stays. I truly enjoy Airbnb over a typical hotel to support host’s properties as if they were my own home. If we look at any major company such as Delta, they are offering unprecedented refunds and  ecredits that last an entire year. I am confused as to why Airbnb will not do the same thing for its valued customers. We are dealing with an unprecedented pandemic, and the mayor of Atlanta in which I live has just enacted a 14 day quarantine for everyone to stay at home to try to flatten the curve a bit to help with this disease. As you’re probably aware the CDC is located in Atlanta, and the many epidemiologists and scientists that I know personally do not think this pandemic will get truly be handled until late summer or early fall. If Airbnb does not change it’s extenuating circumstances policy, your businesses will undoubtedly suffer. I am a member of numerous platforms, and I can tell you that hundreds of thousands of Airbnb users are caught in the same situation I am in and are I unpleased patrons at this point. I thoroughly enjoy getting to stay at your properties all around the world, and I do not want to do anything to jeopardize that, but when I feel my 50% of my money which in this case is quite a lot under such dire circumstances the company has as unrelenting stance of a one size fits all model when it comes to rectifying these situations. Through my work, I have many connections through many news outlets, legislatures, and Congress. I am giving Airbnb one more week to rectify the matter, and then I will take it upon myself with the tens of thousands of other victims to seek a remedy. I am truly willing to meet halfway. I think if I hosts were to agree to give an ecredit that would make it more palatable by users than just keeping 50% of the costs. As owners, I appreciate you all listening to me as a consumer even if you disagree. You provide a tremendous value and experiences to people like me, my family, my colleagues, and my friends who can choose to use our money elsewhere. I have developed long lasting friendships with hosts in which I have stayed at their properties over the years. You all are good people. I am just asking that you revisit the 50% refund rule that Airbnb says is within your power regarding cancellation policies that were never written to encompass such a pandemic event. Again, if a patron fails to contact the host regarding a cancellation, I strongly feel the host should be entitled to keep 100% of the cost. We all have to play our part in making sure that systems works to both the advantage of the patron and the host.

State healthy,

Dr. Kenney **

[personal details hidden]

[Jude7]

@Kenney1  you’ve made some excellent points, and I would encourage you to use your media sources. However, I wish to clarify some of the points that you made.

I am an Airbnb super host, and have had that designation for the past four years. I’m not sure where you believe that hosts are receiving 50% of the monies that have been paid towards reservations. I have had two months of reservations canceled by guests, and have received no payment. A host doesn't receive  payment until a guest actually checks in. Airbnb does charge a guest when the reservation is made, but unlike other booking platforms, the hose does not get paid at that time. I don’t believe there are any hosts who are profiting from this situation. We are all experiencing extreme loss.

As a host, I am facing a different dilemma. Right now if I cancel a reservation, I am charged a monetary penalty by Airbnb, my cancellation is prominently posted on my listing, and I lose my super host status for a year. I, too, have reservations that are still in place starting after April 15. I have reached out to those guests, asking them to cancel on their end, As they can do that without penalty, under my moderate cancellation policy. As an alternative, I have offered to simply change the dates of the reservation to a date in the fall.

These guests have not responded to my requests. Airbnb has not responded to my request. So right now I am in the awkward position of having strangers coming to my home in two weeks, that I don’t feel comfortable hosting, given the protocols that are in place in my state. 

The silence from Airbnb is deafening, with regards to policies to protect both hosts and guests. I encourage you to reach out to any sources you may have to publicize the situation.

warm regards,

Jude

[Kenney1]

Jude,

I truly appreciate you explaining that. Imagine most people that utilize Airbnb have no clue that is the case. That is absolutely shameful. You all are the ones that work hard to make sure that our stays go well, that our beds are comfy, that the air works, etc. Once this dust settles, if that is another topic you want all of us to help you tackle I will speak for myself by saying you can count me in!  

- Kenney 

[Jude7]

What a lovely response, @Kenney1!  Occasionally on this forum, comments that are meant to be helpful are taken out of context, and have gotten angry replies.  So glad you took my comments in the spirit of community with which they were communicated.

There are other platforms, and I think VRBO may be one of them. where deposits go directly to owners.  Not true with Airbnb.  We get paid 24 hours after a guest checks in.  If a guest cancels - we are paid nothing.  If a host cancels, on the other hand, the host is charged up to $100.  Since I'm not able to cancel at this time without penalty, and even worse than the $100 is my loss of Superhost status as it gives me a greater ability for my listing to be seen,  hosts are as frustrated as guests by the silence from Airbnb.  I've been trying to reach customer service for the past 2  days without a response.

If I have to, I'll cancel anyway, even if I incur a penalty, as it's the right thing to do for  the safety of my family and my guests.  But there are many hosts and guest who may go through with reservations anyway, lacking any direction from Airbnb.

When the whole world is rising up in solidarity and proactive measures, it is disappointing that Airbnb is not coming out with a stronger response.

Jude

[Joshua194]

I host occasional guests at our family cottage in the Muskoka and it looks like the extenuating circumstances don’t cover bookings beyond May 31st.  I’m completely okay and would not expect to receive any compensation and totally expect my guests to receive a full refund.   That being said there are a Couple very nice guests hoping this will be over by then.  

It’s insane that Air B and B is effectively “shackling” hosts with cancellation fees under these circumstances.  At the end of the day, if I get swindled by air B and B, then I’m going to pay it but it’s absurd to continue to “force” hosts to fulfill a contract for a couple of dollars in fees and profits.  SHAME On You.  But I will never host or travel using air B and B again.