extenuating circumstance: We as hosts are also travel insurance for last minute cancellation by airbnb? I am sorry but this is not fair?!

[Alessio237]

Summary

Long term rental reservation was canceled by airbnb's extenuating circumstance policy and host's payout was set to zero only 6 days before the check-in date.

The mail thread between the guest and host clearly evokes the guest's intent to cancel the reservation before the coronavirus fear started.

Background

Corona Virus Fear as by March 6th 2020: the current fear and the actual coronavirus has arrived anywhere in the world and it is clear for me that guests can be scared (in this particular case an American Guest with a Japanese wife for a listing in Tokyo). Important note: Japan per March 6th 2020 is not on the list where the extenuating circumstance apply (currently only China, South Korea and North Italy)

Booking and Alteration Requests Timeline

- 3 January 2020: the guest booked a long stay (28 days)

- 7 January after having missed their 48 hour of free cancelling window (my policy is super strict) the guest argues that they are not sure about the dates and would like to cancel their reservation. I told them that in that case they should cancel and I will apply my cancellation policy, however if they book with me later during the same year that I would grant them 50% on their new booking price.

- on Jan 16th they have contacted airbnb however this time airbnb was on my side and respected to follow my cancellation policy

- on Jan 27th the guest asked me if it was possible to change the check-in date to advance by days and I granted their request by extending their reservation from 28 days to 31 days  for the same price.

-  on February 20th the guest asks me if they can change the trip to end of April instead of March and that they are not sure if they can commit on their travel or not.

- on March 3 (7 days before the check-in airbnb is sending an automated-reminder 'If you haven’t already, reach out to -- to send directions and coordinate check-in time.), I contacted the guest and asked to share their arrival info, a few hours later I receive a message from an airbnb case manager that the guest has exhibited documentation falling under airbnb's extenuating circumstances, therefore airbnb canceled on the guests behalf, opened my calendar and my payout was set to 0.

True Facts

Valid extenuating circumstances could include: Unexpected death or serious illness of a host, guest or immediate family member.

Serious injury that directly restricts a guest's ability to travel or a host's ability to hosts.

- the guest wanted to cancel after 72 hours of their original reservagion (mail thread)

- Feb 20 the guest is asking me to change the dates from March to end of April

- coronavirus is scary but Japan is not on the list

- suddenly the guest claims an extenuating circumstance (airbnb says they cannot share the reason since it is personal)

- given the above pre-story and airbnb's reply is 'please understand that medical documents are not allowed to be shared, and will never be shared to anyone.' implies that it most probably should be serious illness (which in case they are afraid of getting the coronavirus does not fall under the policy) and in case they got 'conveniently' sick that this document is most likely produced with the aim to get refunded

- 6 days before the check-in and the current situation the chances that I can rent my property are close to 0. that means from my side I bear 100% the risk and the financial loss.

I appreciate that airbnb tries to save both guests and hosts from such extenuating circumstances, however it should not be the case that the host should act as travel insurance for the guests. if airbnb wants to execute their ruling on extenuating circumstance on this case, then airbnb should use reserves or insurance they have for exact this purpose or support the guest to make a claim to their travel insurance, however it should on no account us HOSTS to be responsible for such occasions. as other booking sites or flight companies offer travel insurance packages at the time of booking airbnb should do so, with travel insurance some extenuating circumstances cannot be insured, but as long as we hosts comply with our duties and offer our service we should be the last to pay for this! 

[Sky13]

@Darrell60  we also have all of our property invested in Airbnb for the past three years. It’s our retirement income (or was!). In the case of a pandemic or other unexpected catastrophe, Airbnb should have something in place to protect hosts. After all hosts are the reason why they exist. We take our properties off of the rental market so all of us can do business and prosper. This is no small commitment as you know! Airbnb seems short sighted in this regard.
In the case of normal operations,  I concur that Airbnb should offer guests trip insurance. It is a simple thing to do. Just like the airlines. This would cover hosts and guests, as well as greatly reduce the impact on hosts when a cancellation (usually last minute) does happen... But despite the outcry of hosts around this call for policy change, Airbnb does nothing. What can be done to get Airbnb’s attention?? 

[Tat1009]

Sadly, I feel nothing.  The only time AirBNB will take notice is there is (i) local or national government regulation imposed on its activities; or (ii) enough hosts move away from AirBNB to other platforms such that their bottom line suffers.  I have tried reasoning and talking to them.  But, to no avail.

[Scott222]

I am in agreement as a fellow super host.   This is a devastating situation with massive financial losses to the tourism industry and hosts, ESPECIALLY on the AIRBNB PLATFORM. 

 As hosts, we are ONE family, that has been forced to absorb the costs of multiple families and travelers over multiple weeks.  Our financial loss is multiplied several times over our guests for this fact and strains our ability to make mortgage payments, pay taxes, insurance, and so forth.  Unfortunately, there is no way for hosts to protect against this loss unlike guests who can purchase travel insurance for a minimal fee.   As hosts, we cannot purchase” travel" insurance for unforeseen events other than to require cancellation polices.  To place all the burden on a host is unfortunate and overwhelming.  HOSTS SHOULD HAVE SOME PROTECTION!!!! For example... the ability to..

1. Offer a credit toward future stays   (LIKE MY AIRLINE JUST DID WHEN I HAD TO CHANGE MY PLANS FOR APRIL BREAK , I WAS NOT OFFERED A REFUND)
2. Offer the option to change dates
3. Offer a partial refund
4. Allow guests to purchase Travel Insurance directly on the platform (btw all travelers can buy travel insurance even for AIRBNB thru a 3rd party - I ran a quote online for approximately $125 to protect a $5000 trip for 4).  
5. ALLOW HOSTS TO COLLECT SECURITY DEPOSITS (ANOTHER WAY AIRBNB DOES NOT PROTECT HOSTS-which would prevent party homes, and damage from unruly guests)
6. Allow guests to have longer cancellation periods (AIRBNB charges a 5% fee to hosts for any of their "Super Strict" polices" - VRBO nothing)

On my larger homes, that are booked by 5 families I must now take the brunt of their shared expense as my SOLE loss over multiple weeks. 

VRBO/HOMEAWAY allows hosts to work thru this with the guests, I was able to move one guest, offer a 50% refund to another, AND ONE GUEST DID CANCEL BUT HAD TRAVEL INSURANCE!!!! SO, I was able to keep my rental income!! PHEW!!  I BOOK on average $80,000 a month on AIRBNB and a decent amount on VRBO- I AM NOW MOVING ALL MY BOOKINGS FOR MY LARGER HOMES TO VRBO.  I cannot afford to host on a platform that does not protect its hosts. 

[Alessio237]

dear all, it seems that airbnb only has a very short sighted view and therefore protects only their guests and completely leaves us out. there is no way that we should put up with this and shall join forces. is there a lawyer among you? let us write an open letter to appeal airbnb to work with us not against us in these very dangerous times. 

[Fuchsia-Lodge0]

AirBnb cannot unilaterally change the cancellation policy and expect hosts to bear the brunt of this crisis. Travel insurance was developed to mitigate the risks for guests and this should be the policy for AirBnb..  Guests should contact their travel insurance for refunds. As hosts we can accommodate guests at a later date, if the circumstances are genuine but that should be the hosts discretion. Each AirBnb has their own cancellation policies and these should override any new policies AirBnb creates. I imagine AirBnb will be receiving a lawsuit very soon from a wide number of hosts as this is not acceptable 

[Alessio237]

it is not in our interest to harm airbnb (since we all need each other, guests - airbnb - hosts) however this is NOT ACCEPTABLE, why don't we get together join forces write a letter and appeal to airbnb one more time to their common sense, otherwise we shall find legal ways to fight for our right.

now with the forthcoming IPO they need to be careful and exactly because we are in a time of emergency they cannot drop us like hot potatoes. even the responsible person behind this EC policy what did they think of this?! it is highly illogical and short sighted. let us escalate this issue together!

[Alessio237]

https://www-boston-com.cdn.ampproject.org/c/s/www.boston.com/travel/travel/2020/04/01/airbnb-letter-...

[Alessio237]

Great now this is much better still the guests should also pay this amount than I think it would be a fair deal to share this pandemic fairly among all three partners guests airbnb and hosts 

but at least it’s a good thing 

thank you 

from now on however please give the guest a choice to make a travel insurance

and hopefully this pandemic is over soon and our business survives

thanks to you all! 

[Mark37]

I am new to this community and I just found this thread.  I have lost thousands and thousands of dollars due to AirBNB allowing guests to cancel.  As others have said, AirBNB should offer insurances to guests so both guests and hosts are protected.  I would not be surprised at all if the guests that AirBNB refunded had travel insurance, so they actually made money. 

[James321]

When it starts hurting their pocket books they'll institute changes. I have 7 listings and airbnb just stole $1200 in the middle of the night the night before their check in so that I have no chance to rebook it. Covid isn't going away anytime soon. Anyone that can cancel at the last second because they come down with Covid after deciding to book during a pandemic, agree to a strict cancellation policy and fail to purchase travel insurance is not my problem. Airbnb has one chance to rectify it with a superhost for the last 6 years or I'll be delisting all of my properties. Everyone else should join as well. If everyone is on VRBO with their listings, that will draw the customers. At least they take care of their hosts. 

[Fiona358]

A Guest sent me an  email less than 20 hour before arrival he have a work problem and would not be coming to london this can be read in the thread of communication. I was paid out by Airbnb for his no show. This morning 6.30am I receive a communication for Airbnb that they would deduct that amount back because he proved extenuating circumstances. This is a lie they could clearly read our chat! 
This extenuating circumstance is used by some guests to duck out of paying when they don’t want to go a head with there booking. 
furious