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. 

[Paul1255]

@Emily487 

https://www.airbnb.co.uk/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covi...

[Mark1357]

Existing reservations for stays and Airbnb Experiences with a check-in date of 14 April 2020 or earlier, and with at least one night occurring between 14 March 2020 and 14 April 2020 are covered. This means that guests who cancel will receive a full refund, hosts will be able to cancel without charge or impact on their Superhost status, and Airbnb will refund all service fees.

Existing reservations for stays and Airbnb Experiences with a check-in date after 14 April 2020 will not be covered under our extenuating circumstances policy except where the guest or host has contracted COVID-19. The host’s cancellation policy will apply as usual.

Reservations made after 14 March 2020

Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy except where the guest or host has contracted COVID-19. The host’s cancellation policy will apply as usual.

Please remember to carefully review the listing’s cancellation policy set by the host when booking and consider choosing an option that provides flexibility.

[Lauren144]

I am, as usual, frustrated with Airbnb and the constant disregard for hosts. I have a single unit Cape Cod rental. There are really just 8 weeks of rental/year. Five weeks were booked before the COVID crisis. Now, the state of Massachusetts is opening and the beaches are open. I would like the guests to commit or cancel so that I have a chance to book the property. But, guests do not have to cancel, they are covered under the COVID exception. BUT - hosts are NOT covered. If I can't get an assurance from the guest (which doesn't really have any weight anyway) that they are still coming, I would like to be able to cancel and have the guests rebook so that I'm protected by the cancellation policy. But, according to @Vanessa hosts are no longer protected. So, I can't cancel (without penalty and calendar blocked), but the guests can keep my property booked and cancel penalty-free. HOW IS THIS FAIR??? HOW DOES IT MAKE SENSE FOR THE GUEST AND HOST DATES FOR CANCELLATION TO  BE DIFFERENT? Oh, I know - Airbnb NEVER protects hosts. 

[Cath3413]

I 100% agree @Lauren144 . 85% of my summer bookings have cancelled, my house has been empty for 3 months already. We have had to find short term renters to cover the mortgage and Airbnb have charged me $300 in cancellation fees... how is that fair?!!! And so much for the host support to cover cancelled bookings during Covid. It’s now costing me money to be on this platform... they forget that without hosts their business model doesn’t work. 

[Cath3413]

PS @Lauren144 maybe it’s time to bring the lack of host support up with the national media to create some action?! 

[Emily487]

@Mark1357 @Paul1255 

Thank you so much.

I know that I saw that same info early in the week but I clearly just scanned it. Teachers are kind of the worst when it comes to reading info that others think is important. I could also consider putting down my nightly glass of whiskey as I read though my Inbox. I won't.

[Paul1255]

@Emily487don't put your glass of whiskey down, I'm certainly not putting my bottle of wine down 

🙂

[Jo458]

We are over 70 and have to comply with a" Government-mandated obligation" so should not incur any penalties like losing our superhost status, or have to pay a penalty when I cancel guests due within the 12 week self-isolation period, or have the guests I have had to cancel set against the number we are allowed before a penalty kicks in.  The Chatline won't reply to my questions except to send the 20 March to 20 April exemption. I can't get thorugh by phone. I cancelled 3 guests then was told I would have to pay £50 per ancellation from then on. Have you any suggestions on what to do next?

[Susan17]

@Jo458 

Regardless of the Coronavirus policy, you're correct in that your situation is indeed covered under the "Government mandated obligation" clause of the regular Extenuating Circumstances policy. As such, you are absolutely entitled to exemption from any and all penalties associated with cancellations you need to make. I realise that you've probably already seen the information below, but I'll just post it anyway for other hosts who may find themselves in a similar situation.

What If I Need To Cancel Because Of An Emergency Or Unavoidable Circumstances?

We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control. 

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.

https://www.airbnb.ie/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoida...

The information you've been given is incorrect - the 3 penalty-free cancellations that you've already made, apply to your Superhost status and should not be counted in this instance. The only way to deal with this is to get a knowledgeable Customer Service rep on the phone, and get them to cancel all the relevant bookings under CBA (Cancel By Admin/Airbnb), rather than CBH (Cancel By Host). Unfortunately, it's very difficult to get through on the phonelines just now, because of the massively increased volume of calls, due to the COVID cancellations. Which number have you been calling them on? Also, when is the date of the next booking you need to cancel?

I know this is all probably really stressful for you @Jo458 , but don't panic - it can and it will get sorted, without .you incurring penalties. The most important thing is that you can stay safe and healthy, and everything else will work itself out!

[Jo458]

Thank you, I'm sure this will help reassure others too. I'll keep trying the helpline.  I'm calling 0203 318111. Is there another number more readily accessible?

[Thomas977]

Please sign http://chng.it/Sj9nRW7VDn

[Al166]

Hi

I have read the Covid-19 pages (https://www.airbnb.co.uk/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covi...) on the AiBnB site, but it refers to not impacting superhost status, but as the people I wish to cancel are the first guests I am wondering as I am not a  Superhost what do I do? 

I have asked the guests to cancel as their bookings are qualifying as the stays are before April 14th and were booked before 14th March. 

Not what I want to be doing as a new host, but think there's a bigger picture of safety for guests and local communities at this point. 

I am fortunate that I can cover the property costs at this point without the bookings but think we all need to be considerate of promoting travel to prevent further spread. 

Happy to be told I am being overreactive, my other thought is how do you deep clean a property with a 5 hour turn around when guests leave at 10am and new guests arrive the same day 3pm.

I have asked the guests to consider canceling their bookings, but think I will need to cancel from my side if they refuse but know that is far from a favourable outcome. 

Your advice 7 guidance is appreciated, I will also be calling the helpine on 0203 318111 tomorrow.

Thanks Al

@Paul1255 ; @Susan17 

[Jude7]

I am a long-time super host living in New York. I am completely confused. I have a guest arriving on April 17. I do not feel comfortable hosting any guests at this time. It looks like the exclusions only apply until April 15. But it also looks like things are going to  be a mess well beyond that date.

With April 17 quickly approaching, can anyone comment on my ability to cancel without penalty?

I might also add that I am in a high-risk group and could probably get a doctors note confirming that it would not be in my best interest to come in contact with strangers at this time. 

jude

[Bonita5]

@Jude7 The only way to deal with this is to get a knowledgeable Customer Service rep on the phone, and get them to cancel all the relevant bookings under CBA (Cancel By Admin/Airbnb), rather than CBH (Cancel By Host). this is extenuating circumstances on your part.  
Dial the number, put it on speaker,  listen to the groovy music, and go about your chores.  They will answer .  
Maybe call at a weird time of day when it might not be too busy. 

Stay well!