If it's one issue that is completely and ultimately aggravating, it's AIRBNB's "extenuating circumstances" policy! This is my second experience with having a guest cancel last minute, and without any communication to me whatsoever, AIRBNB support made a decision to honor the guests' explanation. I am out thousands of dollars (like $2K per reservation)! Fortunately, for one of the bookings, I was able to rebook PART of the days, but lost a $2,500 booking on the first because it was so last minute. Many of us rely on renting OUR homes for our sole income source, and we have to support our management and cleaning crews. Many of your are spot on -- it is not fair to us to have this policy. VRBO/Homeaway has the option of a guest selecting travel insurance for this purpose. For that reason, I now am preferring to book on that platform. This policy is so unfair to the hosts, who work hard and do all we can to sustain bookings and the income derived, after paying out our expenses. I just don't understand, and it's been several years now, why AIRBNB does not consider insurance. Fortunately, Homeaway/VRBO has much fairer cancellation policies for their hosts, including no chance for guests to slide out of a reservation last minute without consequences. I am a mental health professional, and have a 48 hour cancellation policy, regardless of the reason. It should not be up to an AIRBNB support person to be the judge and jury! Provide guests with the option insurance. I am taking my annual vacation with a cruise company and myself bought cancellation insurance because I have an ailing parent and you never know. SO, I am going to be providing booking priorty to other platforms that provide cancellation policies that are fair to us hard-working hosts.
