Guests might not make it due to Earthquake in New Zealand - do I cancel?

[Punam0]

Hello fellow hosts,

I have some guests arriving on Friday, however, due to the earthquake on Sunday - the main road and train lines have been damaged and they might not be able to get to Christchurch.  My cancellation policy on the Whole house is Strict...so do I cancel it? or do the guests cancel it? or do I do nothing and let travel insurance cover it for them?  

any advise would be greatful!

thanks,

Punam

[Victoria57]

@Punam0 as a host you should never cancel or you will be subject to AirBnB Penalties. You might want to call Airbnb about what to do given the circumstancves, but it should be for the guests to cancel if they can't get there or, as you say, let their travel insurance kick in. Airbnb should be able to advise you as to the best course of action. But don't cancel.

[Sandra126]

You need to contact Airbnb and cancel the booking so guests can get refunded. Extenuating circumstances. Should you not, the guest can contact them and get the refund anyway, as seen in other post further down.

I am sorry for you all in NZ! You will have a busy time ahead getting those roads going so things can return to normal. You have a beautiful country when it is standing still.

just checking: have you heard from your guests? Maybe they are nearby already. Message them so there are no surprises!