I had a guest book a 26 night stay on May 23, checking in May 26. The day they booked (which was also the day the County opened up short term rentals), my husband was taken to the ICU for emergency surgery, and my housekeeper's father passed away.
I accepted the reservation request, and later reached out to the guest to explain the circumstances, and ask if they would consider pushing back their stay to May 29 so we could be sure to have the house ready. They were driving in from a nearby city.
The guest decided they wanted to cancel. They were not entitled to a refund based on my policies.
The guest asked me to cancel the reservation. I refused.
Instead, Airbnb cancelled the reservation, refunded the entire booking of almost $13,000 and BLOCKED MY CALENDAR until June 20. They also noted that the host had cancelled.
All of my listings were closed down by the County on March 23, and my husband lost his anesthesiologist's job on the same day.
To have Airbnb do this to us just as we are reopening and trying to get back on our feet is heartbreaking. This is our biggest listing, and it is blocked for most of June as we are entering the high season on the Oregon Coast.
I have called daily, tweeted and messaged for the last three days. No response. Supposedly this situation has been escalated. In the meantime, my calendar remains blocked.
Does anyone have advice on what I should do?
Thanks.