The Airbnb team heard feedback from you and the host community about the upcoming change to our Strict cancellation policy. In order to address your concerns, we’re delaying the change until May 1, 2018.
Before the change goes into effect, we’ll share more about what we’re doing to address your concerns, particularly around protecting your listing details from being shared with guests who cancel. But for now, we’d like to clear up some confusion and help you better understand the new policy and how it will benefit the whole community:
Here’s how the new grace period policy will work—and some of the protections we have in place for hosts:
Limited-time refund within 48 hours after booking when the check-in date is at least 14 days away
Guests must cancel within 48 hours after booking and can only cancel if their check-in date is 14+ days away. This means that no matter how far out your guests book, they only have 48 hours from the time they book to cancel for free. We want to make sure that if guests change their mind, you have enough time to get another booking.
Three refunds per year per guest
To prevent abuse, guests are limited to three fully refunded cancellations a year.
No full refunds for overlapping bookings
To make sure guests are not making multiple bookings and then cancelling, any booking made by a guest when they already have an active booking for those dates will not be covered under our grace period policy.
Your hosting success is top of mind for us, and tests of this policy—including among hosts with strict cancellation policies in place—strongly suggest the change will result in increased bookings and successful stays. With this grace period, not only do guests book with more confidence, but they also have the ability to resolve booking mistakes without requiring your valuable time and intervention.
We value your feedback, and will follow up shortly with more insight into how your ideas are shaping this policy.
----------Update April 24th, 2018----------
Just to let you know there is now an update regarding protecting your listing details, as mentioned above.
Here is the link to take a look: An update on the Strict Cancellation Policy
@Emil2407 I am interested to know who you plan to complain to. Believe me many have voiced their complaints and Airbnb have not done anything. Also of interest to me would be to understand why you think Airbnb should compensate you for a problem caused by a pandemic.
At the end of the day Airbnb got good PR from giving away $250m and so they get to choose how it is disbursed.
Hi Mike, I am sure I deserve the refund, provided by Airb & b, because I have had cancellations due to Covid. From the conversations we understand the reason for the cancellation but they told me that the cancellation terms are not adequate. Yet on the site we recommend using flexible cancellation, but it is not useful for a refund. For me it's an injustice and I'll talk to a lawyer if I don't have justice
@Emil2407 I really wouldn't waste my money on a lawyer if I were you. You have ZERO chance of a positive outcome and will just lose money and line the lawyers pockets. If you could find a lawyer to take on the case on a no win no fee basis then it might make sense but I suspect no lawyer will waste their time on such a case.
At the end of the day, whether you like it or not, Airbnb can set whatever rules they like to provide help to whichever hosts they like.
Sorry to be blunt but you really should just move on from this and hope bookings come back soon.
@Emil2407 Maybe the person you spoke with in Customer Services did not explain to you why you don’t qualify or you didn’t understand their explanation but you only have to apply a bit of logic to realise why. If your cancellations took place outside of whatever window applies to your policy you would not have received any percentage of the booking anyway. Only those with a strict policy stand to get something (12.5% in the majority of cases) and they are not happy either. No matter how much it was suggested to you to go for the most flexible (for example to benefit from more bookings as a result) it was ultimately your choice to select the policy you thought better suited your type of property. Complaining costs nothing but a legal battle will be a lost cause in my view, I agree with @Mike-And-Jane0. If you know someone that can give you legal advice in this respect, especially if it’s free, go for it, maybe you’ll sleep better afterwards.
hi i have a booking from The Nederlands /Holland but so fare there can not get into Denmark to Denmark. Do i get my money for the week anyway, the booking is week 29 from 11 to 18 of July?
hello @Flemming11 from across the other side of the world in Auckland, New Zealand and welcome to CC from a fellow host.
Hang in there with your reservation as things are changing with borders opening, thankfully, in Europe in the next few weeks from what I've read.
Keep open communication with your guests and ask them to keep you uptodate & vice versa.
All the best and can't wait to see Europeans back visiting New Zealand to., when our borders finally reopen.
Central To All Home & Location
Remuera, New Zealand
Airbnb please refund my Paris airbnb stay as airline cancelled my flight
Booking.com made us refund customers at our guest house in March even with flights not cancelled.
Why cannot airbnb do the same?
Best Regards Scott