Last minute tenant cancels with Covid

[Kush37]

I host long-term stays in my apartment and recently had a guest cancel last minute (24 hours pre-arrival citing Covid infection.

My cancellation policy is Firm - fully forbids cancellations 7 days prior to arrival.

When this guest cancelled - AirBnb immediately refunded the guest and cancelled the reservation. This puts me in a docket as I had been planning on hosting this guest for a while - I just have one room that I let out in the condo where I stay myself. Also, I host only long-term and now filling the room last minute is not easy.

My cancellation policy is Firm - fully forbids cancellations 7 days prior to arrival.

The AirBnB cancellation policy has been updated on May 31, 2022. It's confusing but it seems that they'll no longer allow Covid as an extenuating circumstance https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

I've been exchanging msgs with their Support who are pretty hopeless. They'll apologize profusely but not actually do anything, like issue me a credit / refund.

Any recourse ideas?

If guests are allowed to successfully break cancellation policies for health reasons, where does it end? What if they (god forbid) break a leg, have a car accident etc etc. Will Marriott / United Airlines allow them to cancel a non-refundable ticket. I think, not! 

[Kate867]

@Kush37   If the guest booked their stay before the end of May, then their reservation falls under the old policy and they are entitled to a refund.

[Kush37]

@Kate867 actually, they booked their stay mid-July 🤷🏽‍♂️

[Mike-And-Jane0]

@Kush37 long term stays have their own cancellation policy but if the booking was taken post the end of May then the guest should not have been able to cancel. Keep questioning Airbnb until they admit their mistake.

[Kush37]

Thanks @Mike-And-Jane0 you totally sure about that? their policy page is so confusing 🙈

https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

[Mike-And-Jane0]

@Kush37 yes I am sure. The relevant bit for you is:

For stays and Airbnb Experiences made on or after 31 May 2022, the Host’s cancellation policy will apply. COVID-19-related circumstances will not be covered under our extenuating circumstances policy, except for domestic reservations in South Korea where the guest or Host is currently sick with COVID-19.

[Helen3]

no it's not confusing @Kush37  if the guest booked in July your long term cancellation policy stands. quote the updated terms to customer services 

[Kush38]

Thanks @Helen3 

It’s just bewildering why AirBnB won’t admit their mistake and keep going around in circles with their responses 😤

[Helen3]

did you message them with their own terms and ask why they aren't honouring them @Kush38 

[Kush38]

@Helen3 did so. More than once 😳

[Helen3]

Oh dear @Kush38  try them on social media quoting relevant terms 

[Kush37]

@Helen3 i contacted them on twitter but they just redirected me back to their customer support. ugh! 

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