Cancellation charge

[Debra7]

At the end of last year I  was diagnosed with bowel cancer with immediate surgery booked on the 23rd December. As this is the busiest time for airbnb, I had bookings right through the time of my surgery. I contacted the guests asap and they were really good about it and understanding, however airbnb have just now deducted $140 they debited it from my last booking. How can I get in touch with airbnb and show them my surgeons letter regarding my surgery.

I know it is difficult for people to rebook at that time of the year, but as you can see, I wasn't going to be here and couldn't look after my guests.

Regards

Deb

[Clare0]

@Debra7  I'd think that that would definitely be an extenuating circumstance and you should contact Airbnb right away.  Actually, you should have contacted them when you cancelled the reservation so I hope it's not too late now.  Here are some articles that hopefully will be helpful: 

https://www.airbnb.com/help/article/849/extenuating-circumstances-for-host-cancellations

https://www.airbnb.com/help/article/990/how-do-host-cancellation-penalties-work

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-How-To-Guide/m-p/16165/highlight/false#...

I hope all went well with your surgery and everything is fine now!