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.
