Refund request declined, can they appeal?

[Mike-and-Jane3]

I am a "strict" host. I had a booking but 11 days before the check-in the guest emails to say that as a number of the guests were on holiday in a country that was losing its "green status". Rather than returning before the "14 day quarantine period" was imposed (UK gave a reasonable notice period).

The booking was cancelled by the guest. I was originally asked if I would give a refund, but advised them under the Airbnb extenuating policy and it was only booked a month before the check-in date, I would not cancel it myself as I would incur penalties.

Guest got the 50%, but then sent a request for full refund because "we are students and this is covid".

I have declined this. If they had not flown off and not returned in time, why should I miss out? The "we are students".... who most went on a pre-holiday before really angered me.

Today she wanted to know the service charge fee, I advised her to talk to Airbnb. Can the 'non-guest' appeal? What is the procedure?

[Emiel1]

@Mike-and-Jane3 

The guest can appeal, but the extenuating circumstances regarding COVID only apply when the guest is sick, as quoted  here:

"Reservations for stays and Airbnb Experiences made after March 14, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19."

From:

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

Hope this helps,

Emiel

[Mike-and-Jane3]

After the guest cancelled, I was advised that a member of the party had symptoms. Would Airbnb demand proof of a positive covid19 test?

(I wouldn't want anyone to suffer with Covid - I had it back in early spring - really horrible)

[Anonymous]

@Mike-and-Jane3  Airbnb has been inconsistent at best when it comes to evidentiary requirements. But the timing of the guest's revelation of these supposed symptoms makes it pretty obvious that they're lying. 

[Ian-And-Anne-Marie0]

@Mike-and-Jane3 

It's times like these that you wish Airbnb would check the travel itinerary for the "guest that might have covid" against the list provided - like the list of passengers airlines would have. No list? Only the booking guest registered? How can any provided evidence be relevant in any way?