Extenuating circumstances policy - conflicting reasons for cancellation

[David2905]

I host a flat in Edinburgh. Recently, we had a guest from England message to say they wanted to cancel, with a full refund, because the wedding they were due to attend had been cancelled and also because the financial circumstances of some members of their party had changed due to coronavirus. We operate a strict cancellation policy which meant they'd get back only 50% of the cost of stay if they cancelled. I said that nevertheless, in addition to that, if they cancelled and we got another booking then I'd pay over any profit we made - I didn't want to profit at their expense. I heard nothing but then noticed that the booking had been cancelled from my calendar by "Supervisor", without me getting any notification, and that the cancellation was said to fall within the extenuating circumstances policy. I thought there had been some mistake - the reasons given to me didn't involve any claimed inability to travel. I asked AirBnB what had happened. They apologised for not messaging me to give notice of the cancellation but they say that they won't give me the reason given by the guest for cancellation. They won't even confirm that the reasons given to ME would not fall within the policy.

I think I can be almost certain that it is simply not true that any guest from one part of the UK will be unable to travel to another part of the UK due to coronavirus - there are no restrictions whatever on internal travel here. Does anyone know how I can point this out to AirBnB and have the decision reviewed? At the moment they are just refusing to engage with me. It would seem very unfair if I think I can show that a guest must be being dishonest about the true reason for cancellation, and in such a blatant way, yet I have no means of pointing that out or getting anyone at AirBnB to properly consider if I might in fact be right.

Thanks for any assistance.

[Huma0]

@Brenda328 

Mmm, well this is sounding less and less legal, but I guess if the guest doesn't stay anywhere, no tax is due and therefore Airbnb not accountable to the local authority...

Still, sounds like theft to me.

[Ann72]

@David2905 @Huma0 posted this link on another thread that you may find of interest:  https://www.traverselegal.com/blog/did-airbnb-breach-its-terms-by-refunding-guests-under-its-extenua...

[Fred13]

@David2905  For a minute, as I read your post, I thought you were about to say: "The guest cancelled because the couple that were getting married (the reason for the stay) got mad each other and decided not to get married". In the present Airbnb EC atmosphere nothing appears too absurd.

     At first, allowing full-refunds for cancellations during the latter half of March and even all of April-May was understandable, but if there is one thing many hosts will remember about this whole affair is the lazy, flippant manner the Airbnb EC policy has continued to be applied in new creative ways well into the summer, and counting.

    I know I won't. 

[Sarah978]

@David2905 

I’m so sorry you’re going thru this! So not cool, ABB!! You are entitled to see whatever proof of extenuating circumstances the guests provided to get themselves out of the reservation. They had to provide it, and you have the right to see it. I had a guest arrive at the listing (an apt within our home where we reside) after midnight who then contacted ABB (not me who was in the building) to complain abt something (we weren’t given details at first until I pushed) insisting they be given a full refund. The fool at ABB listened to them (despite my having over 1,000 positive reviews and being a SH got so many years I’ve lost count) and cancelled the reservation and gave them a full refund (contrary to our strict cancellation policy). It’s the first cancellation I’ve ever experienced like that. To make things worse, ABB cancelled it by the host (me) without ever speaking to me. I seriously could not believe it. When I contacted ABB to find out what happened, they were evasive and obnoxious. Nothing new there, though. 

I wish you the best of luck figuring this out and hope ABB does the right thing (hahaha... as if!)!!