Covid-19 support

[Maria1669]

Hi,

Does anyone know and can explain me what "Covid -19 support payment/ Not applicable, separate policy applies" means? I am a Host and I had a few cancellations due Covid-19 and this is the message I have next to my cancelled bookings. The guest cancelled the reservation on 18/03/20 & the reservation was booked for the 15/04/20. I thought I am eligible for the support payment, but I am confused now and can't figure it out. Can anybody help please? Thank you

[Rodney11]

@Maria1669 Tell us the cancellation policy you have on your listings. Only Hosts with a Strict policy will be getting any COVID-19 compensation.

[Maria1669]

@Rodney11 My cancellation policy is Strict.

[Sarah3371]

Hi, i need help on this subject too.  I helped cancel my guest as she couldnt get any online help, and were new to AirBNB - now im not eligible?

[Mike-And-Jane0]

@Sarah3371 Yes that sadly appears to be the case. One of the things I have learnt is that the host should NEVER cancel. As a result I have helped guests find the right button to push or number to call but I haven't done the cancellation for them.