Service fees and our extenuating circumstances policy

[Airbnb]

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.

In the meantime, please refer to our Resource Center and our Help Center to find the latest information on our COVID-19 response, from policy updates to resources for hosts and guests.

Updated March 17th

[Katie157]

“In this together”? Are you in complete denial of what this is doing to hosts? I refuse to believe that Airbnb doesn’t know how basic business principles work. Shame on you AIRBNB for doing what you’re doing to hosts right now. I e already lost $7k in the past day due to your new bs policy that helps no one but guests and Airbnb come out on top. Shows you’re actually “in this together” and pay guests back for enacting a policy that is causing mass cancellations where only guests benefit. We are all livid and looking at how we can exit your platform to other ones that actually value us aka your inventory! 
this is going to take monetary sacrifice from Airbnb toward hosts to make this right or we’re all going to leave.

[Marvin100]

I second that!

[Emmanuel96]

We've been thrown under the bus. I lost $1400.00 today. Airbnb is my only source of income. With $100.00 in the bank, where am I going?Complete lack of concern for hosts. This is unacceptable. Community? What a joke. I'm in serious trouble now. We demand help and respect. If Airbnb thinks this is a good PR move for their already tarnished reputation well they've just added more fuel to the fire unless we're compensated. Did a 50% refund for guests and a 50% payout for hosts not cross they're minds. That's fair. Clearly fairness is not on Airbnbs mind. Disgrace.

[Renee248]

Well put. All the time we put into all of this and the guest has the opportunity to cancel but waits until the day before check in to rob us of any potential to re book our home. That is unprofessional and sinful

[Mercedes403]

Airbnb es mi única fuente de ingresos y ahora por estas medidas que tomaron sin pensar ni un momento en los hosts, he perdido en 5 dias más de 20.000€ 

No entiendo en que parte de "in this together" estamos nosotros. Increíble la poca comunicación, poca seriedad y poca visión a largo plazo con la que se toman las decisiones en situaciones así. ¿Cómo esperan que se mantengan los alojamientos después de esto si nos envían a la quiebra con estás políticas? 

[Carlos793]

i love how they’re being generous by “Refunding all service fees”. What would have been the alternative??? Cancel all our guests reservations, give back 100%, absolutely nothing to the host, AND charge us a service fee?! Where do I send my “thank you” letter? Do you not realize we have mortgage payments (and utilities, and property taxes) AirBNB? Our “strict” policy WAS our safety net. It’s the way we try to make sure we at least make something to cover expenses. Something is better than nothing. This takes away our safety net and that why you’ve lost our trust. 

[Rachel1550]

Same here 

we’re going to have to go into debt and  sell the house if this carries on !

i have a disabled daughter who has private medication that needs paying for and two other kids to support and this will end  us !

air bnb have completely taken our livelihood away 

I can understand the very last min cancellations within this week being cancelled and refunded despite that affecting us badly but to leave this policy open so that we cannot state that say after this week if you havent cancelled then our normal policy will apply ! 
This would have given everyone time to make their decisions and leave us to be able to feed our families .

The  mortgage holiday rule doesn’t actually apply to all of us as my tax adviser told me yesterday .

i hope to find another platform soon to join who will protect us 

so if we cancel all our bookings on here when we join them do we get away with no fines / charges ?? 

[Mike2059]

I’m sorry to hear about your daughter, it must be hard for you. If there’s anything we can do, please let us know!

[Renee248]

Yes soon we won’t have home to list on air bnb. Vrbo is not requiring us to aloof people to violate our strict policy

[Judy701]

My host was a jewel and kindly refuned my deposit after I explained my situation.   Airbnb DID NOT refund my fees.  I'm retired and saved and saved to take my trip from Oregon to SC. So sad that Airbnb is dumping the problem on the host and not refunding their service fee.

[Huma0]

@Judy701  If the dates of your trip qualify for the extenuating circumstances policy, contact Airbnb and DEMAND your fees.

If they don't, please let us know!

[Sandra216]

I was talking with other hosts that are complaining that their guests are not receiving the service fees back from Airbnb as well.  So, we need to comply 100% and Airbnb isn't reimbursing their part?  

[Judy701]

I have continued to contact them daily and no response.   Just their "canned" answers.  Believe me this is not the end of it.  The media needs to know individual hosts are responding in a positive way and losing income and maybe their homes and Airbnb a large corporation profits.  Shameful 

[Saun0]

I have a guest that tries to cancel her booking that falls under date range requirements of  AirBnB's "Extenuating circumstances policy and the coronavirus (COVID-19)".  AirBnB asked her (the quest) to submit "supporting documentation", without clearly specifying the acceptable documentation . 

To put things in context, this is April 2, 2020, 89.7% of US population are under shelter-in-place orders.

AirBnB says "We're truly in this together."  AirBnB's action clearly contradict AirBnB's words.