My room was flooded, want to cancel without penalty.

[Mine1]

Hi guys, I'm one of the host.

Some of the pipe in my room was broken when i'm not at the condominium. When I know about it, the room was already flooded. It is so bad, the water goes under all the floor of the room, which i think it will take a lot of time to fix all of the room.

The problem is we have a reservation in the next 2 month ( 4 nights ). And now I don't think that I can host them anymore until the room is fixed. When i try to send an cancellation request, Airbnb said that i will be penalized for 50$

Is there anyway to avoid this. Paying to fix the floor is already too much for us, and now we have to pay for another 50$ to Airbnb.

Ps. we have a photo of the flooded room if it's needed.

Thanks for your help

Pok

[Gerry-And-Rashid0 · Accepted solution]

@Mine1

Contact AirBnB - this will probably fall under extenuating circumstances and they should cancel for you, penalty free, and find your guests somewhere else to stay.

[Mine1]

Thanks for your replying,

I'm really new to Airbnb, and i can't find a way to direct contact to Airbnb.

Could you please provide me a link to contact Airbnb please.

Thank you very much

Pok

[Lizzie]

Hello @Mine1,

Sorry to hear about your flood, I hope it is drying out a little bit. 

In terms of a contact number, you can find a Community Guide on the different ways to reach the team, as the second post down in the Community Help board here in the CC.

I hope you get this sorted.

Lizzie

(Thanks @Gerry-And-Rashid0) 🙂

[Shayne5]

How do I contact airbnb to submit a similar claim?