Storm caused cancellation/terrible support from Airbnb

[John7560]

We recently experience a large storm in WA state. High winds and terrible damage. Another storm is scheduled to hit tomorrow. Not as severe, but with all the existing power outages I wanted to ask my guest arriving Saturday with three children (single Mom) if she sustained damage in Seattle and that our cabin/listing currently has no power. I offered to allow her to cancel due to no power and that we do not have a estimated time for restoration. She gratefully accepted. Then I contact Airbnb to explain the issue and request assistance to have her money refunded in full. I am told without proof I will be charged for cancelling the reservation over $350. We are older hosts and don't even have local tv so I was uncertain how to prove the storm. I asked the person if she could search for the proof needed and was told there was nothing she could do. I am going to cancel all remaining bookings (7) and remove our listing. I am so disappointed in Airbnb. We have achieved Super Host twice in our first year. Our guests have loved our cabin. Is anyone else currently hosting that could help explain how we can cancel the bookings and not be charged? 

Thank you very much for any suggestions you may share. 

[Craig-and-Lynne0]

February 2023, Hawkes Bay NZ...we had a cyclone (Gabrielle) ...strike our region and create massive flooding and wind damage as well as totally isolate us from the rest of the country and the world.

No useable  roads, highways,  internet, telecoms or electricity initially.

Floods, slips, downed trees, washed out highways...much personal and business property loss.

We had international guests due in 4 days time and it was vital we informed them (somehow) of our need to cancel there booking for their own good... as well as our inability to provide them with basics amenities of accommodation.  No way they could even get into the entire region let alone get to us through extensive floods!

The day before their arrival,  I managed opportunistically, to get hold of Airbnb (satellite phone) and thats where the games began in trying to explain why we had to cancel and some one needed to urgently  advise the guests who were travelling as tourists in NZ.

Airbnbs priority was in getting proof  from me that there was  actually a weather crisis and they wanted me to send proof (email, internet, txt, fax) despite me advising this was impossible at that time.  Cancellation penalties were "threatened".

Common sense prevailed and the guest was advised...and understood the situation despite being blithely unaware of this occurrence. I guess you dont read the local news when you are travelling.

There was no penalties and the guest was refunded presumeably.

Good luck with your case.