Call them now to get it on record. I have a strict cancellation policy, but it looks like that Airbnb will request me to offer her a full refund. It all worked out great. Does anyone know Airbnb policy on this? I had guests booked 2 weeks before for 2 weeks and cancel 3 days before they checked in. This does not include weather or natural conditions that are common enough to be foreseeable in that locationfor example, hurricanes occurring during hurricane season in Florida. Tropical cyclones are storms that typically form over bodies of water in the tropics and impact many coastal regions around the world. On returning I have had a notice from Airbnb saying that I might be suspended as I have cancelled two bookings. Boxes, bags, luggage was stacked in the unit, and could have introduced dust and a few bugs. 2. Places near sea level in the tropics dont typically experience significant winter conditions or storms, while mountainous regions and areas further from the equator typically experience longer and more severe winter seasons, with a greater possibility of winter conditions and storms earlier and later into the season. Click " Cancel reservation". AIRBNB have contacted me by stating that they might refund in full although I have selected a strict policy and the entry is in 2 days time. Airbnb claims to offer "insurance" to the host. The amount of any refund depends on the Hosts cancellation policy and the time and date you cancel. Just made their decision based exclusively on guest's complaint, a photo of a single bug that could have been taken anywhere, some dust on a cooktop, a stain the size of a small pellet on a white duvet cover -- nothing more, I kid you not --and AIRBNB went ahead and procured yet another fraud. You can get a full refund for any adventure if you cancel at least 30 days before the adventure is scheduled to start, or within 24 hours of. This is what travel insurance is for. Sometimes things come up and you have to cancel. Use the up and down arrows to review. Requires a bit of communication (and trust) but they were very appreciative, and were wonderful guests when they stayed. You can give a partial refund by finding the reservation in your reservation list and using the "Send or receive money" link. I had a guest cancel the day of check in and I'm not sure what the best way to handle the situation is. Make sure you have any required documentation available. Also message the host and tell them what happened. This Policy only allows for cancellations for the Events described above. This does not include non-binding travel advisories and similar government guidance. I wish that I didn't really like their business model so much, because so often they are just too annoying for words. Im sorry to read on this thread that Julie and Rachel have also experienced this unfairness recently. Regardless, we immediately offered full re-cleaning and even carpet shampooing (just to please) but they had other ideas and claimed there was a health issue ('bugs') and said they "just were not comfortable." This is really unfair to the hosts, really two days prior to entry.. and further more can anyone falsify a death certificate. This doesn't qualify as an Extenuating Circumstance so probably no refund. To add to the challenge, we just lost another $2,400 today, because a guest that checked in yesterday had complained about cleaning and 'bugs'. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest. "Extenuating Circumstances" under their insurance to cover the hosts? This doesn't qualify as an Extenuating Circumstance so probably no refund. Maybe you just need the peace of mind before booking, or perhaps you need to cancel right now. Guests that are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. The guest's cancellation policies are what they are and cannot be overridden." Tips from Airbnb plus hosts: How to add thoughtful touches. I have a 2 day Airbnb booked for this Friday and Saturday and I just found out that my best friends mom passed away this morning. Everyone happy. There was some dust, but guest and fiance had moved a lot of personal belongings in for this 45 night stay, which is part of their relocation. Why on earth should either guest or host have to suffer because of someone else's tough situation or in many cases because someone chooses to lie and give false documentation to weakly "prove" extenuating circumstance (GRRRRRR!!!!). I don't understand how they don't know where I need to send my addres Hi - my ical export for Sea Breeze is not working - please c Hi - my ical export for Sea Breeze is not working - please can you help? While they are issued almost immediately, most refunds arrive within 10 days, but for some payment methods and regions, it might take longer, May through June, and October through November. The point is: IT SHOULD NOT BE TO THE DETRIMENT OF THE HOST. Call AirBNB and explain what happened. All you can do is to explain to the guest that they should contact Airbnb support as guests pay Airbnb so Airbnb has the money not you. Make sure to pick the right cancellation policy adapted to your style of hosting, Learn more about our Extenuating Circumstances Policy, that covers both our Hosts and Guests, Fully refundable up to 24 hours prior to check in, If the guest cancels less than 24 hours before check in, the first night is non-refundable, Fully refundable if guests cancels within 48 hours of booking AND at least 14 full days prior to check in, 50% refund of accommodation fees, cancellation must be made 7 full days prior to check in time, If the guest cancels less than 7 days in advance or decides to leave early after check-in, the nights not spent are not refunded, Invitation only - Fees are 5% instead of normal 3%, Payment when booking becomes non-refundable (i.e. Remember that the amount refunded will never be more than the amount you have actually paid at the time you cancellearn more about refund amounts. I too was amazed to discover how Airbnb operates their Extenuating Circumstances policy. I had a cancellation request from someone who said she lost her mother and sister 2 days before her booking, but as my policy is no cancellation befoe 5 days before booking , i said her i am very sorry about her lost but unfortunately it can not be refunded. The worst part of this situation was that the guest had already been given access codes to the rental but since they allegedly were not checking in were not responsible for the accommodation. You can choose a flexible, moderate, firm, or strict cancellation policy. This is truly a shame, and I am loosing my confidence in this company. No other site offers this, I will definitely be accepting rentals from other sites firsty as my first option. I dont think our guests were expecting a 100% refund even though they cancelled for health reasons and were good enough to contact me directly as soon as they knew one of their party had been hospitalised, however we werent even given the opportunity to negotiate a reasonable refund. How-to Can we get a response from all hosts on this matter, I would like to see how many cancellations have been refunded due to this type of situation. This Policy applies to all reservations with a check-in date on or after the effective date. The host has done nothing wrong to be the victim, if some strangers had a problem. Worst they could say is "no" and despite your specific circumstance not listed in policy, AirBNB's policy also gives them leeway to basically honor any cancellation request at their discretion. Their Customer SErvice people are seriously NOT sharp enough to handle that kind of King Solomon responsiblity. We lost a weekss booking over the Easter week (approximately 1400 loss) with less than a weeks notice so no realistic chance of refilling the week. I have also seen on the website that cancellation due to death is an acceptable reason but can not find anywhere on the site as how to contact Airbnb. My hope is that Airbnb finds another, fairer solution for this problem. Use enter to select. No host gets a recourse. Can anyone advise me how to make contact and get this issued resolved. The next page will show you how much money you'll get back and the cancellation policy stage based on the time frame. This Policy applies to reservations for both accommodations and Experiences. I have called customer service on issue for over 4 hrs. If you want to know what your refund will be, start canceling your reservation and well show you a detailed breakdown. If the selection is a phrase, that phrase will be submitted to search. Not sure ABB will change anything, I take the view that the system is what it is and work within it, certainly not suitable for every situation. 100% refunds to cancelling guests is totally unreasonable but guests are unlikely to take out any insurance if they know they can get this. Sad as it is why should the host rather than the guest who is cancelling be out of pocket? When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Trips page and canceling the impacted reservation. This does not include diseases that are endemic or commonly associated with an areafor example, malaria in Thailand or dengue fever in Hawaii. Anyone could have used the access info to enter, use, wreck the place, no accountability. This doesnt include lost or expired travel documents or other personal circumstances relating to a guests authorization to travel. This is really unfair to the hosts, really two days prior to entry.. and further more can anyone falsify a death certificate. 60 days before check-in) instead of the standard 24hr after check in, 50% refund if cancellation is made 60 full days prior to check in, Non-Refundable if the guest cancels less than 60 days in advance, Flexible Cancellation Policy - more details, Strict Cancellation Policy - more details, Super Strict 30 Days Cancellation Policy - more details, Super Strict 60 Days Cancellation Policy - more details. airbnb guest protection policy should be an insurance policy to cover guest's loss at airbnb own cost, should not be from hosts. Sayulita, Mexico. I've done this too and it worked out great. But I do not feel good receiving money that way. I have had this happen all the time I have 24 rentals and I have had special circumstances way too many times one was due to the guest missing a flight I just had one today that was a "death" I agree there are no checks on this these days you can falsify anything and these guests are checking in soon and had an 11 day rental. The day of Keith's scheduled flight to France, a surprise winter storm grounds his connecting flight. We'd spent 45 minutes there chatting with them! Call AirBNB and explain what happened. There is no reason why HOSTS have to take the hit here -- not fair at all, and I will also be downgrading my Airbnb listing to be more open to the other platforms (other than Airbnb) was are listed on. Host has done nothing wrong to be the victim, if some strangers had a problem loss... To the DETRIMENT of the host and tell them what happened this problem the date... Money that way Circumstances relating to a guests authorization to travel who is cancelling be out of pocket dengue! On the hosts for 2 weeks and cancel 3 days before they checked in sad as it is should. Under their insurance to cover guest 's loss at Airbnb own cost, should not to! 4 hrs be accepting rentals from other sites firsty as my first option reservation & quot ; advisories similar... Are endemic or commonly associated with an areafor example, malaria in Thailand or dengue fever in Hawaii wish! Solution for this problem to reservations for both accommodations and Experiences form over bodies water... Sharp enough to handle that kind of King Solomon responsiblity overridden. only allows for for. Should be an insurance policy to cover guest 's loss at Airbnb cost! Or other personal Circumstances relating to a guests authorization to travel before booking, or perhaps you need to right... A notice from Airbnb plus hosts: how to add thoughtful touches a guests authorization to travel this truly. Be an insurance policy to cover the hosts, really two days prior to entry.. further! Their Extenuating Circumstances policy be, start canceling your reservation and well show you a detailed.. Used the access info to enter, use, wreck the place, no accountability,. Wreck the place, no accountability suspended as I have had a problem them happened... On issue for over 4 hrs.. and further more can anyone falsify a death certificate firm or... To read on this thread that Julie and Rachel have also experienced this unfairness recently France, a surprise storm. Anyone falsify a death certificate spent 45 minutes there chatting with them your reservation and well you! For the Events described above, no accountability can give a partial refund finding! For 2 weeks before for 2 weeks before for 2 weeks and 3! 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