Cancellation advice

[Christina591]

We are no longer able to host a booking due to circumstances out of our control. The guests are fine about it and have actually found somewhere else to stay, what is the best way for both parties of cancelling/ refunding the booking

many thanks

christina 

[Helen3]

If they are circumstances outside of your control such as a serious illness, broken down boiler etc, you can cancel under airbnb's exceptional circumstances policy (details in their Help Centre.

You don't say what has happened so difficult to advise.

if you don't meeting their exceptional circumstances criteria, you will need to cancel and accept the penalties Airbnb impose on hosts, as they take host cancellations very seriously.

Hopefully you meet the criteria under their policy.

[Gordon0]

>>what is the best way for both parties of cancelling/ refunding the booking<<

By calling Airbnb Customer Service. No more, no less. 

[Christina591]

 Thank you Helen and Gordon

helen I will have a look on the website 

Gordon, do you have their contact no, I can’t seem to find it 

[Lizzie]

Hello @Christina591,

Lovely to meet you. 

Here is a useful Community Guide on the different ways to reach the Support Team. Include a number for the UK. 

Best of luck getting everything resolved nice and quickly.

Lizzie