broken hand

[Marina120]

I've broken my right hand and it's really hard to leave the apartment tidy for the guests now (+ answering their e-mails or commuting to the apartment from the place I'm living with sheets and everything that is needed)... Is this considered to be an extenuating situation? I really need to cancel three reservations, but don't think it's fair to pay a 50 dollars fine for each cancelation...

[Gerry-And-Rashid0]

Not sure if a broken hand is covered - does it rate as a serious injury? You might be better keeping the reservations rather than incurring a penalty and using that money to get someone to do the cleaning, etc.

Valid extenuating circumstances include:

Unexpected death or serious illness of a host, guest or immediate family member
Serious injury that directly restricts a guest’s ability to travel or a host’s ability to host
Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
Endemic disease declared by a credible national or international authority (such as the US Centre for Disease Control or the World Health Organization)
Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
Government-mandated obligations issued after the time of booking

[Elaine-and-Duane0]

@Marina120  Still worth chatting with Airbnb about options. You might want to snooze your listing for the meantime. Just wondering if a friend would clean for a fee until you feel better. Happy healing! 

[Deb29]

Doubtful. Otherwise you can always call a cleaner.

[Donna15]

@Marina120, I agree with the others regarding getting a cleaner or a friend to help you. Given that you're not otherwise incapacitated, it would be a pity to miss out on the income. And the guests will appreciate that you went the extra mile to accommodate them.

If that's not possible, contact AirBnB and explain the circumstances. They might advise you to cancel (as happened to me in June, when I fell quite ill, and couldn't have coped having anyone in the house for 4 days - nor would it have been pleasant for them), but they will remove the automatic cancellation notices once you have sent them official confirmation of your injury.

(I scanned and sent a document confirming a hospital procedure that was to be carried out on the day my guest was due to arrive. A day or two later, the cancellation notice disappeared.)

The person to whom I spoke guided me through the cancellation process, and assured me that she would contact the guest (who was to arrive 7 days later) and would do her best to secure alternative and appropriate accommodation for her. 

You should contact AirBnB immediately and explain the situation.

You can reach them via the Help link at bottom of this page.

Or via Facebook.

https://www.facebook.com/airbnb/?fref=ts

Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

More essential reading for hosts. Contains a link with several international phone numbers (‘How to contact AirBnB’).

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

Regarding Contact numbers in the above link, I've twice recently had quick responses via the Netherlands phone number.

(Though oddly enough, the person to whom I spoke was actually in the US.)

[Marina120]

Thanks so much for all the helpful information!!!