Cancellation without affecting Superhost status

[Bobby279]

Seeking guidance regarding a situation we are faced with-

We are currently hosting an elderly couple who contracted COVID and are not feeling well. Their original check out date is within 6 days and they’ve asked if they could extend their stay while they recover versus trying to find a new place and dealing with relocation. We have another booking that is scheduled to check in right when the current guests leave.  We do not want to initiate the cancellation on our end as it’ll affect our superhost status, however we really feel for this elderly couple and it feels cruel to expect them to pack up and leave during this time. 

How can we help facilitate a cancelation for the upcoming guests without impacting our hosting status/facing any adverse consequences?

[Zheng49]

@Bobby279 I don't think you should initiate the cancellation in this case. If you don't have a spare room for the elderly couple, then just tell them you're fully booked. 

In order to make the relocation easier, you could offer to drive them to the new airbnb I guess. And you could possibly offer to help them to find a new place to stay. 

[Alicia753]

Hi @Bobby279 you may contact Airbnb about these kinds of cases. They can guide how to handle your current booking, upcoming guests, possible cancellations, or any changes that need to be made since your current guest contracted COVID-19 and you will have an upcoming guest. Airbnb may offer options under their extenuating circumstances policy for COVID-19.

You can also check with Airbnb CS for the most current information and specific details about how these policies apply to your situation. Hope this helps! 

[Helen3]

Hi @Bobby279 

Although I understand you want to support your current guests ... it would be highly unfair to the upcoming guests who booked with you in good faith to make a last minute cancellation.

the short answer is that you can't cancel without consequences.

I agree with @Zheng49  the best thing to do would be to help your current guests find somewhere else.

In six days they should be much better so if they want to extend their stay rather than returning home it won't be so difficult for them.

You can help them find an alternative listing and you can offer to book them a taxi to get them there or drop them off. 

[Mike-And-Jane0]

@Bobby279 I don't agree with @Helen3 on this one. Our elderly neighbours contracted covid recently and it hit them hard - Others it hardly affects at all so its a difficult situation.

I would firstly want to warn the incoming guests of the situation and see if THEY want to cancel. To fully sanitise a place on a same day turnover will be difficult and put you at risk of contracting covid yourself. If the new guest wants to cancel then all will be fine. If they don't then its a discussion with Airbnb.

[Helen3]

Working for the NHS I do appreciate how badly Covid can affect some people @Mike-And-Jane0 

I still think it would be unfair to cancel the upcoming guests and that Airbnb would be likely to implement the host cancellation policy should @Bobby279  choose to cancel his upcoming guests.  

I do agree that it's a good idea to let the upcoming guests know the current guests have Covid . 

[Helen744]

@Bobby279 I would attempt to proceed as usual . Using the protocols for cleaning originally initiated during Covid . Keep in touch with your guest and do all you can for them but simply let them know that they cannot stay after their original date. Cancellation is not then necessary. most elderly couples have had up to six shots already as well as having previously experienced covid . Check with your guests as to their personal status because covid is no longer the serious endangerment to life it was during the pandemic... H

[Emilia42]

@Bobby279 

This same situation just happened to me yesterday. Current guests have covid and asked to extend.

While I feel for this couple (they are repeat guests and I have met them personally,) I have an obligation to my future guests. I would never cancel on them. 

You mentioned that there are still 6 days until check-out. A lot can happen in 6 days. Your guests could be feeling better by tomorrow. 

[Bobby279]

Seeking guidance regarding a situation we are faced with-

We are currently hosting an elderly couple who contracted COVID and are not feeling well. Their original check out date is within 6 days and they’ve asked if they could extend their stay while they recover versus trying to find a new place and dealing with relocation. We have another booking that is scheduled to check in right when the current guests leave.  We do not want to initiate the cancellation on our end as it’ll affect our superhost status, however we really feel for this elderly couple and it feels cruel to expect them to pack up and leave during this time. 

How can we help facilitate a cancelation for the upcoming guests without impacting our hosting status/facing any adverse consequences? 

[Duplicate Posts merged by Community Manager to keep relevant and similar discussions in one place]

[Mary5479]

@Bobby279 

I understand how difficult this is for the elderly couple.  However, standing in a host perspective, I think you shall not cancel an upcoming reservation just for a potential extension. 

I’d do this way. I’ll pay a little more to the elderly couple to allow them relocate with movers help and help them relocate. you pay for their moving expenses. 

Being sick and can’t move will be a risk to landlord too. 

[Bobby279]

Thanks all for your thoughts & input. For some added context- this couple has actually been staying with us for a long-term stay due to their home being flooded. We feel very awful that their stay has end this way, which is why we really want to do what we can to alleviate one more stress factor. They’re also in their late-80s so it just feels really cruel to expect them to leave and relocate in their current condition. 

[Laura976]

Bobby,

So glad to know that people like you are out there and still hosting here on Airbnb!

My understanding is that you can have one “free” cancellation per year that won’t affect your superhost status. So initiating the cancellation may not end your status with Airbnb. 

I’d try reaching out to the the upcoming reservation before contacting Airbnb. My guess is they won’t want to stay at the house if they know long term guests have just checked out with COVID earlier that day.

Additionally, it’s absolutely the right thing to do on everyone’s part and they should see that. 

You can assure them you are willing to refund any fees or penalties that come from you as well as the stay’s cost. 

If they agree I’d contact Airbnb through the app in their reservation, explain the situation in simple English and let them know that everyone agrees the  upcoming reservation should be cancelled. Hopefully they will be gracious about the Airbnb fees as well. 

Everyone wants what’s best for all the guests involved including Airbnb. I’ve had good support when I needed it from Airbnb.  I think a lot of folks are rude when they call in due to frustration and mistrust of Airbnb. They are people just trying to do their jobs with the training they’ve been provided. 

The upcoming guests will hopefully recognize your thoughtfulness for all involved. 

Good luck and thanks for being a good person and GREAT Superhost!

Laura

[Helen56]

@Bobby279  Perhaps you could offer to help them move - as in either carry all their luggage to the taxi, or drive them to the new location.

Help them to choose a new place fairly close to yours so that the journey is short.

In 6 days they should be feeling much better.  

I don't think it's a good idea to try and persuade the next guests to cancel.  However, it would be ethically correct to let them know that the previous guest had Covid, and offer free cancellation if they wish to do so.