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My house has flooded while no one was there

Answered!
‎18-03-2023 03:40 AM
Laura5333
Level 2
‎18-03-2023 03:40 AM

My house has flooded while no one was there

Whilst the house had no one in it, the pipe burst and house is flooded and damaged. What’s the next step? Do I cancel everyone just by going to their reservation and cancelling ?

‎18-03-2023 03:40 AM
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1 Best Answer
‎18-03-2023 06:19 AM
Frances3408
Level 10
‎18-03-2023 06:19 AM

@Laura5333. First step I would think is to get the insurance assessor out asap so you know the full extent of the damage and the likely timeframe for repairs (so whether all future bookings are affected or just some). Be conservative with trades availability.

 

Then you can start to contact guests- depending on their plans they may be happy to defer or yes, get a full refund. Once you know you can contact Airbnb support if you just want to give full refunds, but I think there is value in contacting guests personally so they understand why and are more likely to re book later once you sort it out (goodwill).

 

Also ask Airbnb to provide assistance to guests with alternate accommodation.

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‎18-03-2023 06:19 AM
15 Replies 15
‎20-03-2023 11:20 AM
Jenny
Community Manager
Community Manager
Galashiels, United Kingdom
‎20-03-2023 11:20 AM

Sorry to hear about this @Laura5333 - hope the advice and support here has been useful!

 

Thanks to @Fred13, @Frances3408, @Mike-And-Jane0, and @Kitty-and-Creek0 for your advice and support!

 

Jenny

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‎20-03-2023 11:20 AM

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