Hosting in the face of a Hurricane

[Debra15]

So I have guests scheduled to arrive the very same night the Hurricane is to hit The Bahamas.  The hosts are in the USA now and are being told that the airline is cancelling their flight.  I too encouraged them not to come because the hurricane is going to be a difficult one and the island will not resemble anywhere you will want to vacation (no power, etc.).  However, I cannot for the life of me figure out how to cancel their reservation without severely impacting my "hosting" status based on airbnb's rules.  The Guests are also confused because they are being told in this situation, I should be the one to cancel so they don't lose money.  I cannot find a straight answer anywhere.  The phone number for airbnb is not working any longer and literally just gives a short recording and hangs up.  Can any other host help???  Thanks, Debi

[Sandra126]

Don't cancel, offer full refund instead.

[Karen-and-Will0]

When Tropical storm Hermine was on the verge of hitting my beach town the guests I had booked called requesting to cancel with a full refund. I was in agreement. The guests called Airbnb. Then Airbnb called me shortly thereafter. I told the rep I didn't want this as a cancellation on my record and she agreed. She said it fell under their extenuating circumstances policy and the cancellation would be removed from my history and the guests. That is what happened and the guest received a refund and I wasn't charged any fees.

The number I have on my speed dial for Airbnb is 415-800-5959. Hope this info helps.

[Linda108]

@Debra15  I wonder if using the Air BNB Twitter account would be a good alternative under these circumstances.  Either you or the guest can request cancellation due to extenuating circumstances of the impending hurricane and all monies should be refunded with no penalty for either guest or host.

[Susan302]

I am open to anyone who needs to get away from hurricane Matthew. Free

[Chris-and-Susan0]

We have just experienced the same thing! We're in Bermuda with a hurricane bearing down on us. Our arriving guest wants to cancel; of course he does and I have no problems with that! The issue is, if he cancels he looses his money. If I cancel I loose my SuperHost rating and a bunch of other hits. In 6 years I've never canceled a reservation. I wish Airbnb was a little bit more accessable to address these things. I've no doubt they would agree with oursevles and the guest, but if you can't speak to anyone, how can you get anything resolved!!

[Linda108]

@Chris-and-Susan0  I am so sorry you are going through this.  I hope all are safe.  You didn't say how the guest had tried to reach Air BNB but I assume they have tried everythng.  Due to the extenuating circumstances which are evident and provable, even if the cancellation cannot happen in a timely way, I would imagine the guest can get a case manager to handle it retro-actively.