extenuating circumtances policies

[SarahandFrantisek0]

Hello guys,

My guest was detained by Austrian police before traveling to Prague due to expired visa. Is that an extenuating circumstance and is the guests eligible for a full refund? Thank you for your help.

[Sandra856]

Hi @SarahandFrantisek0 🙂

No, it isn't. It is the guest's responsibility to have his papers and visa up to date. It can never be your fault that he is unprepared. Why should you be the one paying for that. 

If your guest asked you to refund him I would say that he should contact airbnb as they are the ones who take care of things like that. Always tell the guest to contact airbnb so they can manage the case.