Hi everyone,
We are hosting in England. We had an American family booked for 28 nights starting from the 1st of November. The day before their arrival they cancelled because of the new lockdown starting on 5/11/2020 and Airbnb refunded our guests in full because of extenuated circumstances. However, the guests could have come to England before the lockdown actually started. Furthermore the guest told me in a message that he'd be in England from October so I felt easy about the booking as he would have travelled from America to the UK already. We also mutually agreed that we wouldn't refund if he cancelled less than 7 days in advance. Before the guest cancelled he even agreed that a partial refund would be acceptable. He has then been advised by an Airbnb Member of staff that he could make use of the extenuated circumstance policy to get a full refund. I then complained to Airbnb and had someone calling me up, barely speaking any english who read out the Extenuated Circumstance Policy basically telling me I wouldn't get any money. He then offered a 100$ voucher for the inconvenience caused which I refused to take.
Long story short, should I appeal the decision? Should I give it any more energy? What do you think, is it worth it?
I'd appreciate any feedback.
