Can I cancel a reservation because of a deceased relative

[Lilly28]

My husband,s mother just died - my own mother died long ago, I was young. So my husband,s mother was  a mother to both of us for 50 years, died at the age of 90! My husband now went to the physician to make the death list - after that - as you know - there is a long story - funerals have to be arranged and so on. Is it any possible that I cancel my next guest reservation because of these surcumstances? 

[Lisa723]

@Lilly28 I would call Airbnb with this question.

[Lilly28]

I was very upset - sorry for the mistake - circumstances

I really do not know what are the rules in such cases.

I know that guests can cancel - free - even when the host has strict cancelation, but what about the rights of the hosts in such an event? I had once a guest cancelation because aof a funeral to a DISTANT relative - now in my case it is the closest one to the family.

With kind regards to anybody who could help me!!!  

[Lilly28]

@Carolina94 @Linda22 ???? Who knows the rules?

[Ange2]

@Lilly28    

My condolences to you.

Here are two articles on what to do.

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

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

[Helen3]

Hello @Lilly28 

I am sorry for your loss.

You should be able to make a cancellation under Airbnb's  Exceptional Circumstances (see Airbnb Help Centre for details of how this works.

You will need to provide a copy of the death certificate.

As mentioned above. You will need to give Airbnb a call.

[Lilly28]

@Helen3  in Bristol @Ange2 

I tried to reach the Help center as well as the Customer service - but I had the answer - This case is closed, because I had problems with this guest before - and I wanted them to help me - just to put the guest in my INBOX as Accepted - because he stays - and still stays in my INBOX as NOT POSSIBLE!!!

He made two reservations - for the first one - Not possible stays still in my INBOX 14-17 April/I accepted him because I was told to do so by the Customer service - they told me that he paid for 2 days and owns 30$ more for the third day and that is the reason for this Not possible - by the way he all the time insisted that he paid the due difference - but never paid it/, but his second stay 22-26/he shortened his stay with a day, it must have been 21-26 - as in this way instead of paying 30$ - he was given back 26$/ April is missing at all from my INBOX!!! 

I have the same problem with one of my future guest - two reservations, and only the second one stays in my INBOX, the first one is missing. I wonder should I expect him or arrange the flat for his stay?

All these missing in my inbox reservations - are present in my Reservation list - but without having them into the INBOX - how I can message them? How I can be sure that they were really Accepted?

And having the trubble with the funerals - this is a big stress!!!

[Rachel177]

@Lilly28 sorry for your loss. You should be able to cancel reservations under Airbnb's extenuating circumstances policy & not be penalised.

You also mentioned that you can't see a reservation from a guest in your inbox. If you have a guest who makes multiple reservations with you only the later reservation date shows up in your inbox rather than 2 separate inbox message for each reservation (stupid system designed by Airbnb).

But all of the reservations that he has made will show on your reservations page and you can easily message him from the reservation. Or just email him from the inbox but make it clear which reservation date that you are messaging him about. 

[Lilly28 · Accepted solution]

@Rachel177 

Thank you - I asked the Customer survice so many times for that - they should have told me that, I thought that the guest did something wrong with the payment. And because of that only 1 INBOX. 

I did not ask to cancel because of the Funeral - but my guest did cancel his stay - and in that way my list stays void of guests - and I am sorry, because in such moment you need not only peace, but money as well.  Any way - I learned some very important things by your help, and that of Helen from Bristol - THANKS!!!