Has this ever happened to you guys, and if so, how was this resolved?
I had a 4 night guest in a property in a large beach resort. On the 2nd day, they said a child on the trip was sick and they were going to get tested for Covid (another side note...this child was not on the reservation ... only adults were listed). On the 3rd day, they discovered the results were positive, so they called AirBNB and AirBnB did a few things. First, they blocked my listing from search. Second, they let her out of her last night and reimbursed her.
According to AirBnB's own Extenuating Circumstance Policy https://www.airbnb.com/.../does-the-extenuating... If the booking was done after March 14, 2020 (which it was), the reservation is only eligible for reimbursement if all of the following are true
The check-in date is within the next 14 days (IT WAS 3 DAYS IN THE PAST ACTUALLY
and the guest hasn’t already canceled it (TRUE...IT WASN'T CANCELLED YET)
and the guest hasn’t already checked in (THEY WERE CHECKED IN ALREADY FOR 3 NIGHTS)
and the guest or another guest in the traveling party is currently sick with COVID-19 (AN UNDISCLOSED CHILD WAS)
As a result, AirBnB states that the HOSTS CANCELLATION POLICY is then the Policy that should be enforced ... and in my case, that means no reimbursement for the 4th night.
So I go back and forth with someone in their Case Management Department. She was incapable of pointing to a specific location in the policy that states that the guest is allowed to get reimbursed. This was her last message after going back and forth 10 times with her repeating the same unspecific and factually incorrect information.
"As mentioned in my previous emails, the Extenuating Circumstance Policy overrides any cancellation policy and the Help Center articles don't disclose what kind of actions we might need to take in the case of a Covid-19 infection reported mid-reservation and for that, we have internal guidelines that we need to follow, and they were applied on your case."
First, thoughts? Second, arbitration material?