Last updated: February 25th, 2020
As more information about the novel coronavirus (COVID-19) outbreak becomes available, Airbnb continues to prioritize the safety and well-being of our community of hosts, guests, and employees in China and around the world.
As this situation evolves, we strongly urge you to review your local government’s travel guidance and health advisories and take necessary precautions to protect yourself and your guests when hosting or traveling.
Following the guidance and recommendations from the World Health Organization (WHO), Chinese government, and other local and health authorities, Airbnb is offering impacted hosts and guests with eligible reservations the option to cancel their reservations without charges through our extenuating circumstances policy. We’ll continue to evaluate and update this policy in line with official guidance.
Airbnb understands that you may have concerns, and we’d like to encourage impacted hosts and guests to reach out to our customer support team (https://www.airbnb.com/help/home) with questions or to get help with canceling reservations.
More details about our extenuating circumstances policy can be found here. You can also find the latest information regarding coronavirus from the WHO or your relevant local authority.
Please can you assist me, I had to cancel my trip to Barcelona due to the GSM being cancelled and my host refuses to give me a full refund. I find this extremely disappointing under these circumstances. Please let me know how I can resolve this with my host or directy oath Airbnb?
Please could you assist me, My host is refusing to refund my full payment for my accommodation in Barcelona . I was going for the GSM conference that was cancelled. He responded try reservation questions in a few minutes but no response to my cancellation refund request until I sent him many emails .
How can resolve this through Airbnb ?
Hi barry, were you able to get the full refund? Im in the same situation as you. If you did so, how did you go about it. Ty
I am now 6 listing in Cape town;south africa.
Ob blouberg are.
And normally the area is full of tours true b and b.
But I am not getting any booking.
Can you please help me to found a host that can meet me on the place and reply me to found what I am doing wrong???
"Airbnb is offering impacted hosts and guests with eligible reservations the option to cancel their reservations without charges
It would be very helpful - and would certainly eliminate a huge amount of confusion, uncertainty and misinformation - if Airbnb could clarify and reiterate exactly what constitutes "impacted hosts and guests with eligible reservations", as standard, in each and every update released.
Thanks for asking about this.
If you click on the final link in the update above, linking to the Extenuating Circumstances, there is quite a lot of information specifically around the Coronavirus. Hopefully that will help to provide more clarity.
I hope this helps.
Hi @Lizzie, yes I saw that, but the wording reads as if it's just a link to the regular EC policy (which most hosts are already reasonably familiar with), and there's nothing to suggest that it contains additional or specific details relating to coronavirus situation, so a lot of readers probably won't even click on it.
Just to be sure everyone sees it, the relevant information should be included in the body of each update.
Thanks for this feedback here. I've updated the "Extenuating Circumstances" link in the topic, so both Extenuating Circumstances policy links now go to the same information. Hopefully this will make sure that any one seeing the update here, will not miss the information.
Also, please do spread the word about this update, if you see anyone in the CC asking about it.
Thanks again for your help with this. Enjoy the rest of your weekend, don't work too hard.
@Susan - Agreed.
But that's not how businesses that have no accountability to any regulatory agencies do things.
Airbnb have allowed several of my guests from China to cancel their reservations with a full refund, even a reservation arriving to my property in two days time. This overrides my cancellation policy and leaves me out of pocket with a very slim chance of re booking. I wonder if the guests are covered by their own travel insurance? Also if Airbnb are still getting their service fee? Seems like the only the only one being penalised are the hosts with no consultation or opportunity to claim anything back. I contacted Airbnb but no response forthcoming as yet.....
My thoughts exactly. I just lost $3200AUD for a 19 day booking. I would have refunded the 50% if I had someone else book, but now I'm completely out of pocket with something that should be covered by the guests travel insurance.