Admin help guest cancel outside cancelation policy due to national park closure

[Shen220]

Hi,

I have question about airbnb extenuating circumstances policy. The airbnb admin helped the guest canceled the reservation with full refund outside our cancelation policy. The explanation provided to me was the guest booked our house because they want to visit a nearby national park. The park was closed due to flood last month(no flood risk near our house), hence they canceled for guest with extenuating circumstances policy. 

Here is the detailed response 

"

I have investigated the message thread between you and the Guest. It was clear that the Guest was looking for the National Park they wanted to visit, which is one of the reasons for booking your specific property, and found that it was closed because of the flooding and weather conditions.

The Guest have booked the reservation for their convenience with the National park accessibility and since the Listing and the National Park falls under the same affected region we made the Guest eligible for the full refund considering the weather conditions as the Extenuating circumstances policy.

"

I checked the extenuating circumstances policy, its only related to event preventing guest to travel to the property, not the nearby attraction. Want opinion from the community, what's my options.

@Airbnb 

[Mike-And-Jane0]

@Shen220 I think Airbnb has got this one wrong. I would consider appealing and then take them to arbitration or the small claims court.

[Shen220]

i found it was so difficult to deal with the rep on the phone. different people gave different answers...

[Helen3]

The Airbnb rep is incorrect this is not covered by the guest EC policy - it would only be valid if the guest was not able to travel to your listing.

I would email them quoting the relevant section of the policy. As they have made an error they should cover the cost as they incorrectly advised the guest @Shen220 

[Shen220]

thanks, they said they cant do anything about it, they also admit the information provided is incorrect. they are not able to provide a ligament reason since it is done by the backend, which is out of their control. basically they asked me to eat the lost and move on...

[Jenny]

Hi @Shen220 

Did you manage to come to any kind of resolution with Airbnb over this?

Please let us know, if you can.

Jenny

[Shen220]

Not really, the supervisor called me and informed me that the backend team did it. Since it’s canceled already, they can’t do anything anymore

[{{7-7}}3]

heys