I am a host in Tahoe and we are facing dire circumstances here between the pandemic and discontent of the Tahoe community. I would be so grateful to get feedback from this online community regarding a current situation that I must respond to by tomorrow.
My guest booked a week stay at my Tahoe condo. She canceled the night before she arrived, and due to AirBnb cancellation policy, they refunded $609.27 to her and left me with $467.30.
Here is her justification for cancelling: Due to fires in California, air quality has become an issue in California and Nevada. This guest is from San Francisco. She cancelled due to her concern for the bad air quality in Tahoe - she is asthmatic and has a 3-month old. However, air quality is better here than at her home in San Francisco. She is asking for me to refund the entire amount and credit her the remaining $467.30 she did not get back.
AirBnB support is recommending that I refund the entire amount. Here is their rationale: To quote them: "Airbnb has to give these options to our Guests. In fact, I am sure if I had been in that situation, I would also have cancelled my reservation, because this pandemic is dangerous."
Pandemic? This has nothing to do with the pandemic. For the pandemic I am losing income by requiring 24-hours between guest stays and paying extra for cleanings.
I do have compassion for her concerns, but am having difficulty why I must take all responsibility for something completely out of my control.
Please tell me what you would do?
Warm Regards,
Belinda