New strict cancellation policy update

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

New strict cancellation policy update

Hello everyone,

 

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.

 

Thanks,

Lizzie

 

----------Update April 24th, 2018----------

 

Hello everyone,

 

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

 

Thanks,

Lizzie


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1,324 Replies 1,324
Kamila68
Level 2
New York, NY

I reallllyyyy need to cancel a reservation that is 5 months away. As a guest, can I be allowed a full refund although I booked a reservation with a strict cancellation policy? Above states:

 

Three refunds per year per guest

To prevent abuse, guests are limited to three fully refunded cancellations  a year.

@Kamila68 Since you were aware of strict cancelation policies and agreed to them - why did not you buy travel insurance with "cancel for any reason" rider? Do you think it is fair for the host to take the hit? Hosts are already abused enough by ABNB

Ann10
Level 10
New York, NY

They have travel insurance now? Wow! That's great! Do you have a link to it? I want to put it on my listing? Can people who book through VRBO use it? I just had a guest who wanted to do a "date change" 8 days away from check-in. Her grandmother is sick so I told her to get their travel insurance and they declined her. So, now I'm the monster who is "screwing" her over because I wouldn't do the "date change" on check in day, when she found out that she was declined.

Kamila68
Level 2
New York, NY

@David8879  I was not aware of the strict cancellation policy when I booked with host. (Also, first time booking with Airbnb.) Originally, I booked at a different listing (with moderate cancellation policy) and the host requested I cancel due to incorrect schedule and recommended I book at one of her other listings. I was "nice" enough to stay at one of her other listings since it met my requirements, however, I did not realize it had a different cancellation policy (strict) from my original booking. By the time I noticed, one week later (and 6 months from the stay), it was too late to cancel for full refund. I eventually had to cancel and take the hit after weeks of going back and forth with customer service.

 

I do not blame the host for this policy. If it wasn't for Airbnb's inability to provide a full refund for both guest and host for this situation, then host and I would both be okay with cancelling with full refund. Unfortunately, cancellation costs both the host and guest under strict cancellation policy.

 

Lesson learned. Will be more vigilant of cancellation policy when booking.

Mike-And-Jane0
Level 10
England, United Kingdom

@Kamila68 IF both you and the host request a neutral cancellation then you will be refunded in full and the host will not be penalised. 

Kamila68
Level 2
New York, NY

@Mike-And-Jane0 Well it seems like either host or customer service lied to me. That is what I originally thought, but host tells me one thing and customer service another. 

Mike-And-Jane0
Level 10
England, United Kingdom

@Kamila68 I suggest you message the host saying you have taken advice and that a neutral (both parties agreeing) cancellation would generate a refund with no penalties. Ask if the host will agree to this.

Peta7
Level 10
Johannesburg, South Africa

The NEW restrictions was introduced on the 03-29-2018 and the OLD much prefered by Hosts 🙂

i like the new restrictions 

Kind Regards Brian 

Can someone please help me figure out what to do. I don’t know how to post a conversation so i have to reply to one. I’ve been helping my boyfriend furnish his airbnb for the past month. Before the listing even went live airbnb listed the listing as fraudulent, but we literally have proof it’s not fraudulent. At this point I feel like it was racially motivated after having to send pictures of himself and he’s a dark black man.

Nishal0
Level 1
MD, Germany

that's really good thing! Agree lizzie😊 

Carmen1658
Level 1
Asturias, Spain

PLEASE!! I am a bit confused. Could you explain in spanish the new policy of strict cancellation?

Aptce0
Level 1
Fortaleza, Brazil

Concordo, muito obrigada!

Dinos4
Level 1
Koroni, Greece

Thank you very much. 

Yours kindly and friendly. 

James2663
Level 1
London, United Kingdom

No

Rafael1119
Level 1
Miami Beach, FL

Well Put.!!! 

Brian1905
Level 1
Austin, TX

If you cancel the strict policy it will destroy my business. People only tent my place months in advance because it is large and holds allot of people. And simple mathmy place rents out 25 weekends a year.. Each cancelled weekend is 4%.... My profit is only.. 20%  .5 cancellations and I'm broke. After Last year almost broke me .  I need your help. Not tovmake things worse. If you do this i may have to switch to long term rentals

Jay1498
Level 1
Houston, TX

Great info. Thanks. 

Willie5
Level 2
Groot Brakrivier, South Africa

Thanks for looking out for the hosts!

 

Susan329
Level 2
Queensland, Australia

Hi bnb and others abnb needst o change their use of words when describing the cancelation ploicy. What they call strict is called by the owners is standard. Abnb need to understand that if someone books a property for say 6mths or a year in advance then want to cancel with full refund 7 or 14 days before arrival then expect the owner to get another booking they are dreaming,this means any other person who could have booked has already booked elsewhere. This is what is called a slack or may as well be no policy, might as well let them cancel any time even hrs before arrival & give a full refund NOT. So abnb need to remember who their customer is and let the host deal with the guest. After all abnb do not own the property.

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