Cancellation due to illness

[Jackie99]

I have had to cancel our holiday because my daughter became poorly with pneumonia. I need details of the cancellation for my insurance company but there doesn't seem to be a record of the cancellation any where. Can someone help. 

[Linda108]

@Jackie99  So I understand correctly, when you cancelled your reservation you did not receive an email confirming that?  Or, when you go to "my trips" you do not find a "cancelled"reservation?  If neither of those, then you need to contact Air BNB.  I believe the contact number is on your booking confirmation.  In case you need more contact information, here is a link to a guide 

https://community.withairbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M...  Good luck!

[Kim-and-Jen0]

@Jackie99

Have you tried looking at 'Trips' tab? it has all the record from your previous trips. It has all the info about your past reseravations included canceled trip. 

Hope it helps.

[Linda108]

@Jackie99  By the way, if you cancelled due to illness, this would come under the extenuating circumstances policy and you should have gotten a full refund.  Apparently you did not get the refund?  Right?

[Jackie99]

i RECEIVED 50% of the total as my host had 'a cancel within 30 days policy' and get 50% of amount back.

[Kirstie]

Hi @Jackie99,

I'm sorry to hear your daughter was ill, I hope she is now on the road to recovery. Just to add to what @Linda108 said, your daughter being ill should come under the extenuating circumstances policy so I would suggest that you contact Airbnb to make a claim.

All the best,

Kirstie

[Jackie99]

Many Thanks,

I'm trying to get together medical evidence to support this claim and from you information I have found a way of emailing Air BnB,

jACKIE