Cancelation under extenuating circumstances

[Sean1286]

Hello, I am a host in British Columbia and have had Airbnb cancel bookings days before their check in, under what they say is their “extenuating circumstances policy”. 

The guest used the fact that a wildfire was in the area, however, my place was 100% accessible and there was nothing prohibiting them from staying. When I questioned Airbnb to provide proof of why they cannot get their they ended the conversation.

Does anyone have a contact within Airbnb that actually assist instead of just send form response? That have repeatedly contradicted their own policy and words.

any help would be appreciated. Honestly, on the verge of just leaving air bnb for stiff like this and I know I’m not the only on.

[Dave-and-Deb0]

Hi @Sean1286 

Airbnb takes host and guest safety seriously and many guests do not wish to travel throughout BC right now due to the fires and many are discouraged to not travel unless it is essential, which the guest that cancelled likely does not need to be there.  Much of my family is in the Okanagan and things are dire there right now.  I also have a friend who lost his place in Scotch Creek.  You indicate that your area is not affected but many may have to travel through affected areas to get to your listing.  I also did a little research and it looks like you have fires that are relatively close which would make many travelers nervous, especially the Ross Moore Lake Wildfire.  Now, again, I am not there but here is an image of the fire and an image of where your listing shows.

  

On another note, have you checked with your insurance company?  Most hosts will have short-term rental insurance and there often is a loss of income clause that you can claim for.  

Finally, I noted you wrote that you are "on the verge of just leaving air bnb".  If Airbnb is not working for you, you can always delete your listing by following these steps: https://www.airbnb.ca/help/article/476

I wish you all the best in your hosting journey.  

[Sean1286]

Thanks for your response Dave- and-Deb0.

While you published some great information and tagged some wonderfully amazing googled pictures, you made some fatal assumptions.

Fatal assumption 1: This is not a recent Airbnb cancelation, and while some people now may not feeling like travelling, due to wild fires and request not to travel to specific areas, these travel restrictions did not exists at the time. 

Fatal assumption 2: My listing and its surrounding area, which includes a provincial camp ground kept open by the “Province of BC”. Are all still accessible, and have people staying. Thus it was a guest’s choice not to attend, which is not covered under Airbnb’s policy.

Further, you speak of short term rental insurance, however these policies, like the credit card people pay their Airbnb with, which also carries insurance for when you can’t travel to a booking only apply when you can’t access the rental unit.

While you took carful time to side with Airbnb, and to find nuanced ways to put me down like you fully knew the situation is showing exactly what the problem is. I was doing no more the reading Airbnb’s own policy, which they hold both hosts and guest accountable to, and struggled with their inconsistent application of the policy. 

I had other guests stay during the time that Airbnb canceled another guest. Why is it my insurance that should pay for this, which they won’t because the listing is accessible, and not the guest credit cards insurance? 

Thank you for your thoughtful response, and link to delisting, if I have any further question on how to decode this enigma I won’t hesitate to reach out.

Keep up the great work, and please garner all information next time. 

Best,

[Dave-and-Deb0]

Thanks for your reply @Sean1286

As I mentioned a few times, I am not where you are at and can only make somewhat researched assumptions.  Sometimes we have to make assumptions as the poster does not provide a full view of the situation as you did above.

Sorry you felt that I was putting you down by sharing a different perspective does not align with yours. I wish you all the best in working this out with Airbnb and hope that things get better so guests feel safe to travel to your area.   Hopefully those affected, including the many fire fighters are kept safe. 

All the best!