Guest cancellation due to Corona Virus

[Jennifer2342]

Hi fellow hosts, 

I just wanted to pick your brains on the following. I host my villa in Bali while I am away. I use the strict cancellation policy. I was expecting a Chinese guest in 2 days time. This morning they told me they were cancelling because they wanted to go back to China because of the Corona virus.  I  replied that my strict cancellation policy applies. A few hours later I found out Airbnb China gave them a full refund because of special circumstances. What I do not understand is, why a virus in China is a good reason to cancel your reservation in Bali, when there are no family members directly involved. There is also no confirmed case in Bali of the Corona virus. This would  mean that all Chinese in the world can cancel their bookings and get a full refund.  Maybe I am missing something, or just not well enough informed ? Please let me know your experiences with similar situations. Thanks in advance. 

[Allen137]

It's clear that Airbnb doesn't really care about its hosts on this issue.  I had very high opinion of Airbnb until this happened.

[Stan-and-Sherry0]

I totally agree with you Alan. I just had a $3000 cancelation. I understand why people are canceling, I just don’t think hosts should carry the whole burden.  We are retired and depend on our rental income. I risk losing a whole lot more than a vacation with this avalanche of cancelations.

[Jill2]

@Stan-and-Sherry0 me too!  I honestly can't keep up with all my cancellations.  I user Airbnb and VRBO.  Financially ruining me!  I believe the burden should be shared somewhat.  Not sure how I am going to pay my bills either.

[Kathy898]

I'm starting to feel the burn from cancellations.  I wish Airbnb heads would try to do some PR stuff on this to stop the bleeding.  I would MUCH rather stay in a private home than a hotel where hundreds of people move through it every day!  Really I feel like this is a mass-hysteria response that is scaring people more than helping people take constructive efforts to stay healthy.  I've tried to find a contact email for corporate Airbnb offices, but haven't had luck yet---keeps looping me to the FAQ pages...

[Allen137]

Airbnb's PR is to show beautiful pictures of our neighborhoods and cities...and then ignore us (and destroy  the revenues our local economies  need) when the going gets rough.

[Stan-and-Sherry0]

Go to the help center and comment on one of your cancelations. 

[Carlos300]

I Depend on Airbnb for 65% of my Yearly Income. Most of my Guests have Cancelled !  and I Work in a Senior Adult Day Care Center that has Closed down for the Duration of the Corona Virus Event. and since I am a Permanent Part Time Worker, I will be Getting Absolutely No Salary Whatsoever !  so Now I have to do a Short Sale on my Ancestral Home, to Avoid Bank Foreclosure, because I Can Not Pay the Mortgage !

the least Airbnb can do is Lower their Commission Fees !

[Anthony712]

Hi everyone. I’m late to this conversation as we have had our first request to cancel. Is there an official policy from Air B and B? I have a strict cancellation policy. These guests are from NYC - not even out of the country - I can’t just go without income. Thoughts? Insights? 

[Sarah977]

@Anthony712  If the guests want to cancel, there isn't anything you can do about that. Airbnb will either refund them in full or they won't. The policies and affected areas are being constantly updated from one day to the next. 

You'll likely get more cancellations. Anyone who is dependent on Airbnb to pay the bills and put food on the table needs to be thinking outside the box now, to come up with some other ways to make money. That might mean taking a long-term renter on a lease, rather than depending on STRs or marketing other skills we have.

[Tracy609]

Airbnb is taking it upon themselves to give full refunds in contradiction of the policy chosen by the host. I tried to call to discuss but it said its an hour wait and then the phone hung up on me. I think they are informing guests and giving them the option to cancel. Monterey County is fine and there is no basis to cancel. If a guest chooses to believe the hype then they have to deal with the strict policy. I will be taking up the amount owed by airbnb with them as soon as I can get through. 

[Allen137]

They refuse to reply to me now too. they have thrown their hosts under the bus.

[Tracy609]

Airbnb just cost me $1500. I am informed that they informed my guest that there is an "incident" in Carmel Valley where my house is located and they gave them a full refund when my policy is strict! This whole virus is media hype and has cost me $2000 so far of people panicking for no reason. I just got back from Vegas and am fine. 

[Mike--Leonora-and-Samant0]

I have also just had a guest notify me of an 'incident' in Franschhoek, first I have heard of it and then she said that is the 'auto reply' from AirBnB to her cancellation. Telling every guest that cancels that there is an 'incident' is really not helping matters.

We too are haemorrhaging bookings at the end of our peak season and earning nothing with no chance of a getting short notice re-bookings.

[Courtney2]

Airbnb just cost me $3000.  I have had the same experience as Tracey609.  I have a Strict Cancellation policy and the guest canceled, 2 days prior to check in, Airbnb notified me I would be receiving my payout due to my policy.  Then an hour later they messaged me to say I would be receiving $0 payout because they were refunding my guest in full.  I wrote back to them and explained that this was not my policy and they responded saying that we all have to work together to protect the spread of Covid19.  I replied that I do not see how shifting the entire financial burden to the host is fair.  This went on, back and forth, with the support person continuing to repeat that the guest deserved the full refund due to the unsafe travel situation.  This guest lives within driving distance of my property, and never reached out to me to let me know they were canceling.  I tried calling Airbnb 3x and was hung up on every time.  I now see that Airbnb does not treat their hosts as equally as guests, not even in a crisis that affects everyone, guests and hosts.  I filled out their feedback survey and if there is not some sort of compensation, I will be removing all 3 of my listings.  They are doing nothing to protect their hosts whatsoever.  I would be willing to refund half of a reservation to allow the guest some financial relief but I was never consulted.  I guess a Strict policy means nothing.

[Carlos793]

This really is a legal matter, Airbnb should not interfere with the policy chosen by both hosts and their guests. I also had a guest bypass me and go directly thru airbnb to flat cancel his reservation, I am not in a "severly impacted" area,  Redlands, in the county of San Bernardino, doesn't even have ONE reported case of Coronavirus, the guest was in town for a concert, not a medical personnel. So, I don't know what extenuating circumstance it could be other than Airbnb has taken upon itself to be the "good guy" to the guests since it is not their property or their mortgage. I have 5 listing on airbnb, 3 are mine, and this "flat cancel" policy of airnbnb will cost me dearly. This is not right. Airbnb should not interfere in our listing contract with guests. I would be ok with a 50% cancel since THE guest opted to choose a property with a strict policy. How then does airbnb believe it's right to give 100%? I would hope there is a lawsuit at some point with airbnb being the one responsible for meddling in our policy contract with our guests.