We understand there may be some confusion on what happens to service fees for bookings that are cancelled under our extenuating circumstances policy. We want to clarify that Airbnb is refunding all service fees to hosts and guests original payment method for these cancellations.
Airbnb won’t benefit from any reservations canceled under this policy. We're truly in this together.
It’s a difficult time right now - and during times of uncertainty, it is important that we find ways to connect and support each other. Sometimes the little things can go a long way, so please share any tips and supportive words you have for one another.
Updated March 17th
I'm so disappointed like you all.
First I didn't receive any money for all my bookings before March 15, 2020, which were quite a lot.
Another booking, Canadians, I have since last year for this coming November. They have to cancel because of the travel ban, which is clear, but they can't get a full refund yet. If I cancel them I'm getting punished with fees and the time of their booking will not be available for me to rebook.
Our place is a condominium with monthly fees and the HOA Board just decided to allow monthly bookings only. My Canadians totally understand and want to help me out but not to get punished with none refundable fees.
I'ts a shame and I don't know if I want to stay with Airbnb.
Answering the phone is a no go for Airbnb, no matter what I'm trying to talk to them.
We are losing money, we are punished with fees and are not getting any problem solved or helped with.
My conversation with Aldrin, senior manager with Airbnb. He ended the discussion: "we consider this discussion as closed" (really?!). Its all about Airbnb only concerning about guests while hosts deliver the trade!!
'Covid' being the magic word: no questions asked!
j'ai du annuler deux reservations car j'etais malade et on ne savait pas si c'etait le covid ou on airb&b m'a prelevé deux fois 84e de frais d'annulation c'est inadmissible!!! je vais voir pour changer de plateforme de location a domicile car ils ont trouvé un moyen de replir leurs caisses avec notre argent!! c'est honteux!!! jai reclamé ils ne veulent rien savoir!!!
Like most hosts I have been impacted by this policy , many reservations cancelled loss of income loss of security and the one that hurts the most is the loss of confidence and trust in Airbnb towards hosts and their total lack of Consideration and understanding that just like Airbnb we are a business and we are trying to preserve that business. Yes these are trying times and we all have to pull together or in your words Partner Up and share the burden but which must mean too you that hosts carry the load .Hey Airbnb? What good will guests do you if you don’t have the hosts to actually service those guests ? Since March 14th I’ve had many legitimate cancellations throughout this calendar Under the Covid 19 extenuating circumstances policy . I live near a School where people travel take weekly classes.The school has cancelled Classes for the year due to the virus, I get it no class no need for my rental reservation. The most recent cancellation which was for a week in late October has really been icing on the cake . This guest notified me on July 6th that they had just been notified that their classes were canceled and that they regretfully needed to cancel their Oct reservation .I directed them to contact Airbnb and told them that since they made the reservation prior to March 14 and the cancellation reason was Covid 19 related then it should fall under the policy’s guidelines. I didn’t receive any notification of cancellation from Airbnb and the reservation calendar dates remained remained booked under the guests name . Two days ago ( over 2 months since July 6 th I received a message from the guests saying on July 6th they were told that they could not cancel because they did not meet the date guidelines in the policy and would not receive a refund, I directed them back to Airbnb who then 2 months after their first request promptly cancelled the reservation which now miraculously qualifies under the Covid 19 extenuating circumstances policy with a 100% refund the same policy That’s great the right thing to do I’m a good understanding partner I’ll take another hit for the but what I don’t understand is why Airbnb Would not cancel the reservation on July 6 th but chose to wait over two months to cancel keeping those reservation dates booked when they could have been made available On my calendar for booking and potential income for me and them as well. I guess this so called Partnership just works one way . Airbnb if we hosts all go down where does that leave you ? How about a little consideration please .
hi...anybody can direct me to airbnb support in order for me to do my refund as directed by the host. unable to reach them since yesterday. tq
Airbnb can’t understand it’s own extenuating circumstance policy. It clearly states that the extenuating circumstance must happen prior to checkin day. They refunded a guest payment in full after the guest canceled 7 hours prior to checkin. Guest even asked for an early checkin. I guess is should have granted the early checkin. The payout still shows one day payment on it but Airbnb refunded everything and doing everything they can to stop me from questioning this. Very disappointed in Airbnb