I’m confused by this screenshot provided by our guest: https://imgur.com/a/DeAMgt1. The reservation, for early May, was made prior to March 14. When canceling they are given three options:
1. $0 refund - host cancellation policy applies
2. Travel credit under the “extenuating circumstances offer”. This is the option that references a payment to the host under the relief fund.
3. Submitting documentation for full refund under the extenuating circumstances policy.
Does this mean the guest must choose travel credit in order for the host to receive 25% of what would have been received under their normal cancellation policy?
Does this mean a guest with documentation will be given a 100% refund according to the terms of the extenuating circumstances policy with no payout to host?
Are there now two categories of COVID-19 cancellations? Undocumented and canceled under the extenuating circumstances offer or documented and canceled under the extenuating circumstances policy?
I have been advising affected guests of the revised policy dates and the following information found in the latest update at:
https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...
Reservations made on or before March 14, 2020
Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, may be canceled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact to their Superhost status, and Airbnb will either refund, or issue travel credit in an amount that includes, all service fees.
I’m concerned that I am giving them the impression that they will receive a full refund based on my interpretation of the updated policy.