Fires near Santa Fe

[Teri1683]

Hi, I’m new to hosting and my home is near Santa Fe.  There’s currently a fire about 30 miles north of us, but there is a thick haze in Santa Fe and it’s unhealthy.  My guests want to cancel and I want to let them, but they’re past the cancellation deadline so they’ll be charged. How do I let them cancel without them incurring a cancellation fee?  And can I just reimburse them outside the app if they get charged the fee?  TIA,  Teri Danish

[Mike-And-Jane0]

@Teri1683 never reimburse outside of the app as you may end up reimbursing twice. Call Airbnb, show them messages between you and the guest and ask for a mutual, no fault cancellation. That way the gust will get their Airbnb fees back. Alternatively ask the guest to call and request a cancellation and then agree to it when Airbnb gets in touch with you.