Airbnb cancellation policy for hosts

[Ana87]

I recently had to cancel hosting somebody due to the 2016 Brussels bombings (I was abroad, had all the intention of arriving on time to Brussels to give my keys to the guest but my return trip had to be postponed).

So I cancelled the trip (I obviously explained the situation to the guest) and was charged a cancellation fee of circa 80 euros. 

I was just hoping that the reason for my cancellation would fall under "Extenuating circumstances for cancellations"https://www.airbnb.com/help/article/849/extenuating-circumstances-for-host-cancellations 

Now, I have already tried finding a phone number to see whether I can get a refund but to no avail...

ANY TIPS?

[Marcus0]

Ana, not sure if you will get anywhere, even with the unfortunate event your country experienced.  Airbnb views hosts as a commodity and holds you to a strict agreement if you want to work with them.  If you upset their customers, you need to pay for it.

[Ana87]

Hi there Marcus, many thanks for your reply.

I was just hoping that the reason for my cancellation would fall under "Extenuating circumstances for cancellations" https://www.airbnb.com/help/article/849/extenuating-circumstances-for-host-cancellations 

[Marcus0]

I guess you can try, but they fail to mention terrorism....

[Clare0]

@Ana87 I would absolutely contact Airbnb about this! They've been assisting both hosts and guests affected by the bombings.  While I'm not in a position to guarantee that they will give you relief from the cancellation penalties, I would bet the odds are greatly in your favor! I've seen many requests for help on this through their twitter feed @airbnbhelp. Twitter is the best way to contact, but there are others:

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/highligh...

[Deidre0]

Hi

I have found great success if you have a twitter account.  #Airbnbhelp@Airbnbhelp