Guest refund

[Clive64]

I have a guest who booked in February for a trip in August and then cancelled on the grounds of illness in May. According to the strict policy I use they had a 50% refund. Today they are demanding the rest of the money back. I have not managed to relet the property and had turned down other booking for those dates in March and April. If I book a holiday and have to cancel I have travel insurance to cover illness. I cannot see any sensible guidelines in Airbnb help as it says to follow the policy except in extenuating circumstances - which then refers toi illness but requires proof by doctors letter. I can ask for this but still do not see why I should suffer financially because these guests probably do not have travel insurance. Comments from experience? Or input from Airbnb would be useful, but wont hold my breath

[Emiel1]

@Clive64

It is the guest who needs to make a claim at Airbnb for  "extenuating circumstances". The guest should not address you. Airbnb will ask for proof and will decide.

For the guest:

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

Best regards,

Emiel

[Mika8]

.. I don't know any hotel or airline who has this 'extenuating circumstances' ... if you don't have travel insurance, its your fault .. I don't understand why airbnb makes itself so much work dealing with this.

[Mika8]

... and it is absolutely not fair .. if airbnb likes to offer that, then they should offer, not the host has to

[Ann72]

@Clive64 Just say no and keep saying no.  Your policy is clear on your listing.  When the guest booked your place, they accepted the policy.  It's a contract that both parties agree to.  Too bad for them.  But keep saying no because Airbnb will send guilt-tripping emails to you.  Don't budge.  Then later, if you re-book the dates and feel like throwing some money their way, go for it.  Don't promise it up front, don't promise anything - just say no.

Also, how do they know they're going to be ill in August?  Come on.  I don't believe that for a second.  If they want to push Airbnb for extenuating circumstances, that's up to them, but there's no need for you to help them do it.

[Kelly149]

@Clive64 besides, you don't have anything to refund... you haven't been paid yet

just keep turning them back to ABB