@Huma0 @Bernardo195 @Stay-Casa---Antony0
I have been battling with Airbnb with a similar covid cancellation for almost 3 months. Our situation was that the guests had actually checked in and stayed, but still got a full refund. We were not paid our cleaning fee and our listing was taken off for a week.
They have accepted that this is against covid extenuating circumstance policy, ie the full refund should not have been given. After 2 months they have so far paid the night stayed and the cleaning fee. They have repeated closed our case. Our latest attempt to get an answer ended with the explanation that they are within their rights to alter the booking and issue refund even after check in.
They have avoided using the term 'cancellation' and replaced it with 'alteration' to the booking. I presume it is to distance their decision from the covid EC policy. I can't find any policy on this so called 'alteration' of course.
They have assured us no further action will be taken rendering our income to be unprotected by our chosen cancellation criteria and that the extenuating policy seems to be enforced (or not) and interpreted as they wish.
I was encouraged by the forum to continue to pursue this issue. But unfortunately have hit a dead end.
I thought this should be shared so hosts are aware this happens. Whether we will have to put in place more preparatory measure like confirmation of test results, or stricter cancellation settings like full refund after 48hours of booking only.
Any thoughts are welcomed. Especially if anyone has success with Airbnb with similar situation.
Many thanks.