Hurricane Michael

[John2005]

We have units in Savannah GA, which (for once) is outside the hurricane path cone. We had guests booked from Orlando - which is expected to be unaffected by Hurricane Michael. They contacted Airbnb to cancel about 18 hours before their check in, without discussing it with us. I was told by Airbnb that they decided anyone who lives or hosts in Florida will be eligible for automatic cancellation. My view is this guest realized their long weekend was going to be solid rain and wanted out. Is there an appeal process? Having such a blanket policy makes no sense.

[Letti0]

@John2005  I would argue this one you are not in the path. I would start on investigation into why your guests were given a refund when clearly they should not have been and ask that the case be escalated immediately. Explain that the customer service rep was wrong extinuating circumstances do not apply in this and quote them their own policy. There is nothing preventing these guests from traveling to and from your area from their area. Call every other day and ask for it to be escalated over and over until they pay out what they should have. 

Natural disasters that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests. Examples include:

• Severe storms
• Earthquakes
• Flooding
• Tornados
• Tsunamis
• Wildfires
• Blizzards or severe winter storms

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

AirBnB number:

United States and Canada

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For Superhosts (they will verify you):

North America: +1-647-945-9627 +1.888.326.5753

[Anna2020]

I refused several request for refunds during the 2018 hurricane season because Savannah was never in a direct path for any of the hurricanes and sent the guest to talk to Airbnb about it and each time Airbnb refunded the guest but they also paid me for the entire booking, so I advise other host to do the same thing.