Airbnb Coronavirus Cancellation and Refund Guide
Find out where you stand for travel after 15 July 2020
Updated 8 June 2020
If you made your Airbnb reservation BEFORE 14 March 2020, for travel after 15 July 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, for travel after 15 July 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 before 15 July 2020:
But, for anyone with a reservation from 15 July 2020 onwards, the policy is as follows:
Our view: With COVID-19 cases growing, we expect Airbnb’s policy to be updated to cover travel in late July, August and possibly dates beyond that.
- “Reservations for stays made on or before 14 March 2020, with a check-in date between 14 March 2020 and 15 July 2020, may be cancelled before check-in.
- 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 15 July 2020 onwards, the policy is as follows:
- “Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date after 15 July 2020, are not currently covered for COVID-19 related extenuating circumstances. The host’s cancellation policy will apply as usual”.
Our view: With COVID-19 cases growing, we expect Airbnb’s policy to be updated to cover travel in late July, August and possibly dates beyond that.
What should I do if I have an Airbnb reservation?
If your booking is for after 15 July 2020, your options are limited right now. However, our suggested steps below give you the best chance for a refund.
Our Suggested Next Steps:
- We believe Airbnb will revise their policy and extend the date to cover reservations for travel after 15 July 2020 (and we will update this guide when it happens). For this reason, we suggest anyone with a booking not to panic and cancel, unless it’s 100% free to do so (including the Airbnb booking fee). If you need the money back now and can't wait for the policy to be updated, and your booking has a 100% refund policy, you'll have your payment method refunded less Airbnb's booking fee (around 10% of the stay).
- 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 can then give them notice you expect Airbnb to change its policy to cover late July and onwards.
- 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 15 July 2020 - 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 to 15 July 2020. 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 to 15 July 2020. 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.
