Air bnb shut down by local government

[Steve853]

 We currently have two Airbnb‘s.

One of our locations has been shut down by our local government and we have blocked all future bookings.

We had one booking in December and I have messaged this guest twice requesting that she cancel the reservation with no penalty obviously but I have had no response but if I cancel the reservation for Myhand I could lose my super host and as I have another property I do not wish to do this.

Is there any advice that anyone can give as to how to handle this?

[Yadira22]

Hi @Steve853 

I am so sorry to hear this.

maybe try contacting Airbnb and site « extenuating circumstances », giving proof for the band and the fact that you tried to contact guest about this matter.

Hopefully it will work out for you and good luck! 

Yadira 🙂

[Jim-and-Marcia0]

Call Airbnbn Support and ask for guidance. This is out of your control and that of the guest too. Airbnb can cancel it with no penalty to you and assist the guest in finding other suitable lodging. Neither of you nor your guest should be penalized for this. If the first rep you talk to isn't top notch and able to resolve this for you, hang up and call again for a better rep.

[Helen3]

It's not reasonable to ask the guest to cancel the booking @Steve853 this is your issue to resolve. Call Airbnb explain what has happened and ask them to cancel the booking.

Guests don't always read messages and if they do, they maybe worried it is some sort of scam.

[Susan17]

@Steve853 

This falls under Airbnb's Extenuating Circumstances policy, which means that the booking must be cancelled by Airbnb, (CBA), without penalty to you.

Hosts having to cancel bookings as a result of government shutdowns in various jurisdictions, are meeting with strong resistance from some CX agents - with Airbnb even attempting to impose monetary cancellation penalties on the hosts in many instances - but stand your ground. Your government has mandated that you're obliged to shut down your listing. This is, clear and simple - as per Airbnb's own policy - an Extenuating Circumstance.