Guest refunds due to Covid 19

[Flora158]

I would like to check what guests will be refunded if their booking is cancelled due to covid 19 and their check-in was before 31st July. As far as I can see the guest would be required to pay the service fee, is this correct?

Thanks, Flora & Fergus

[Helen3]

Hi @Flora158 

Have you had a look at the Covid information about airbnb's EC policy for the virus on their website. This should clarify what the policy is for your guest.

If your guest is the one who is cancelling I would advise them to give Airbnb a call if the situation is not clear when you read through the policy. Or you can send them a link to the policy.

[Flora158]

Thank you Helen, it seems like the best advice to give guests with bookings is to cancel themselves as this would seem to avoid incurring the "service fee", for example if the booking is cancelled by the host. I find that it's not particularly clear, but I think I've got it.