Coronavirus cancellation

[Karo--Amanda-and-Lucy0]

I have one guest wishing to cancel due to the Coronavirus. I am ok with this as I don’t want them to feel pressure to travel with elderly grandparents. We have a stickt policy, how do I allow her to cancel without penalty?

[Roberta2]

Hi @Karo--Amanda-and-Lucy0 

The guest needs to call airbnb - they will cancel without  penalty.

Do NOT start the process yourself, as you will get a penalty.

Numbers below

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245

[Kevin1747]

Hi @Karo--Amanda-and-Lucy0 

That is very kind of you to do something like. I wish more hosts were more accommodating as you. I'm trying to cancel a reservation in South Korea and airbnb are NO HELP at all right now.

[Parminder1]

Airbnb is refusing phone calls and a message tells you that due to heavy call volume, one should go to online support and it disconnects. I am cancelling my travel plans and I sent a message to Support. They acknowledged and promised that a specialist will get back at the earliest. It's been more than 25 hours and I have sent three reminders. However, no one has responded yet. This is ridiculous.

[Parminder1]

I forgot to mention that I'd like to cancel my travel plans due to Coronavirus pandemic.