No longer able to travel

[Dom2255]

Hello, my girlfriend broke her foot/ankle at the weekend and is now awaiting surgery so we can no longer go on the trip as she isn't able to fly and needs to be in the UK for treatment.

I believe from looking at the T&Cs that this falls within the extenuating circumstances segment of being able claim a full refund. Are you able to confirm this?

How do I go about this process?

Along with what medical documentation you'll need to process the claim?

Thanks
Dom

[Emiel1]

@Dom2255 

This is not Airbnb itself, but the community.

The process is described here:

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

best regards,

Emiel

[Dom2255]

@Emiel1 

it was more of a question does that count as an extenuating circumstance? Should I get my money back?

[Alexandra316]

@Dom2255  The policy states extenuating circumstances applies if there is an:

Unexpected serious illness or injury affecting a host or member of the traveling party. You’ll be asked to provide a statement from a physician confirming that the person can't host or travel due to an unexpected, serious illness or injury. The statement must be also dated after the reservation was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

As long as your girlfriend's accident happened after you booked and she can get a doctor's note, I can't imagine why it wouldn't be covered. If it's not, you should be able to claim it on your travel insurance. 

[Dom2255]

Cool, thank you that’s what I thought but just wanted someone else’s opinion as Airbnb haven’t replied. Do you know when you submit the evidence? As it doesn’t give you an option to when you go through the cancel 

[Alexandra316]

@Dom2255 You will need to contact Airbnb to start the claims process. I prefer contacting them on Twitter @airbnbhelp personally, but if you go back out into the main Help forum here the first thread shows a bunch of ways to get in touch with them.