Quarantine and Misleading Guest

[Alex460]

I have a guest who just arrived for a 30 day stay.  His profile stated he was coming from another UK city, and he didn't mention anything regarding foreign travel during the correspondence.   Yesterday he texted me saying he was travelling to the UK from a Country X that is not subject to any restrictions.  When he arrived today he said he'd spent the past several months in Country X and Country Y, which is definitely on the restricted list and has been since a 14 day quarantine was imposed by the UK   It turns out he'd spent the entire time in Country Y and had only transited through Country X.

Tonight he says that he's received an email from UK immigration telling him that he is required to quarantine for 14 days due to his travel in Country Y.  He will have to quarantine at his address in the other UK city, which he provided in the travel form he'd submitted.  He now wishes to cancel and receive a full refund less fees.

I'm sympathetic but also out a lot of money.  I've also been lied to by a guest who did not tell me any of these facts when booking.  I'm seeking guidance on (1) how Airbnb will respond to the refund request and (2) what my ethical obligations are to provide a refund.  I'm tempted to offer a compromise that I will reimburse him for any days I don't rebook.    Thanks in advance.

[Emiel1]

@Alex460 

"quarantine"is not a valid reason to receive full refund by "extenuating circimstances", as stated here:

https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

As this is a long term reservation, the guest has to pay for 30 nights (or the remaining nights) according  the "long term cancellaction policy' , when canceling.

Maybe you can shorten the reservation ("change option"), so the guest has some refund. You can change the automatically calculated earning in the change form to an amount which you think is fair to charge the guest.

Best regards,

Emiel

[Alex460]

Thanks.  I spoke with Airbnb who said this would not fall under an exceptions and suggested something similar to your approach.  They're going to contact him now and let him know his obligations and options.  what a mess!

[Alex460]

It's all very awkward because the guy is still in my place.

[Ann72]

@Alex460  Awkward indeed - I hope he won't be unreasonable.

BTW I think his ethical compass is the one that's out of whack, not yours.  In the midst of a pandemic he selfishly ignored the conditions put in place to protect the greater good.