Airbnb Coronavirus Cancellation and Refund Guide
Find out where you stand for travel booked in advance
Updated 4 December 2020
If you made your Airbnb reservation BEFORE 14 March 2020, this guide applies to you. If you have paid 50% or 100% of the reservation value and the host's policy is inflexible, we walk through your options, step by step.
If you made your Airbnb reservation BEFORE 14 March 2020, this guide applies to you. If you have paid 50% or 100% of the reservation value and the host's policy is inflexible, we walk through your options, step by step.
Know this first: Airbnb’s policy is clear for travel:
But, for anyone with a reservation from 14 March 2020 onwards, the policy is as follows:
- “Reservations for stays made on or before 14 March 2020 may be cancelled before check-in if check in is 45 days from today:
- This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact to their Superhost status, and Airbnb will either refund, or issue travel credit in an amount that includes all service fees".
But, for anyone with a reservation from 14 March 2020 onwards, the policy is as follows:
- "Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual".
What should I do if I have an Airbnb reservation?
Our Suggested Next Steps:
- If you no longer want to travel, which is likely, the best approach is to contact the host and inform them that in the current circumstances you’d like to cancel when Airbnb permits it for free. Our script below will help you out and make it clear that the situation is outside of your control.
- You may be offered a ‘credit’ by the host to leave the booking as it stands. Do NOT take informal ‘credit’ vouchers from hosts – this is fraught with risk, as outlined below:
What should I do if my host offers me a ‘credit’?
We’ve heard from MoneyHub users who tell us their experiences. In some cases, hosts are offering upcoming guests ‘a credit for two years’ on the condition they leave the booking unchanged. This is highly risky – the host is paid in full the day after you check-in. There’s no obligation for them afterwards to honour their offer, and they could shut down their accommodation and/or remove their listing leaving you unprotected.
Script to send host for any travel falling after today - please copy, paste and edit:
Hi (insert host name)
I hope all is well with you, and you’re keeping safe and healthy. I know you’ll be really busy with a lot of guest questions, so I wanted to let you know we intend to cancel our trip in (insert month) to (insert destination) due to the COVID-19 travel restrictions from New Zealand. Right now, I see Airbnb’s free cancellation only covers travel in the next 45 days. I expect this to be updated given the lockdowns.
We’re very disappointed about not being able to stay in your lovely Airbnb and hope to re-book later on.
For now, we won’t cancel from our end, as that incurs a penalty with the refund policy. Also, you can’t cancel as it will hurt your listing’s rankings etc.
I’ll be in touch later once we know what the policy is and can move forward from there.
Kind regards,
(insert your name)
Final Steps:
We continue to update this guide based on guidance issued by Airbnb.
Hi (insert host name)
I hope all is well with you, and you’re keeping safe and healthy. I know you’ll be really busy with a lot of guest questions, so I wanted to let you know we intend to cancel our trip in (insert month) to (insert destination) due to the COVID-19 travel restrictions from New Zealand. Right now, I see Airbnb’s free cancellation only covers travel in the next 45 days. I expect this to be updated given the lockdowns.
We’re very disappointed about not being able to stay in your lovely Airbnb and hope to re-book later on.
For now, we won’t cancel from our end, as that incurs a penalty with the refund policy. Also, you can’t cancel as it will hurt your listing’s rankings etc.
I’ll be in touch later once we know what the policy is and can move forward from there.
Kind regards,
(insert your name)
Final Steps:
- Check Airbnb’s COVID-19 policy every week, as we expect things to change (in your favour). If your dates are included in the revised policy, you can request a refund.
- Airbnb will offer you an Airbnb credit or a cash refund – we suggest taking the cash refund (paid back to your payment method).
We continue to update this guide based on guidance issued by Airbnb.
