Airbnb has implemented changes to its cancellation policies in response to the escalating coronavirus (COVID-19) crisis, which saw the World Health Organization (WHO) officially declare a global pandemic. Here’s what you need to know if you want to call off your trip.
The short-term letting giant, which currently hosts over five million properties in almost 200 countries, states that it is committed to hosts who are ‘willing and able’ to give refunds on cancellations. “When a crisis like coronavirus hits, we know both hosts and guests are affected,” the company said on its website. “Hosts lose earnings that they rely on to make ends meet. Guests are losing hard-earned vacation savings.”
Hosts and guests pay a shared 3% processing fee for bookings, and the new measures include waiving this for ‘flexible’ hosts who “offer refunds on cancellations that would have otherwise been subject to charges,” along with an offer of vouchers to customers who wish to cancel a booking before June 1 but are not eligible for a refund of their guest service fee. Airbnb also announced that it will ‘enhance’ its policies around extenuating circumstances for cancellations.
Updated Cancellation Policies
The updated extenuating circumstances policy will provide a full refund to people traveling to or from ‘severely affected’ areas, as well as their prospective hosts. So far, mainland China, Italy, and South Korea are included on this list.
Customer Concerns
Some customers, however, claim that the policy changes are not comprehensive enough. While areas officially designated as no-go zones by governments are being considered by the letting company, cancellations of high-profile events, such as Austin’s SXSW, have left numerous customers voicing their dissatisfaction on social media.
Impact on the Short-Term Letting Industry
The global short-term letting industry is projecting significant losses in the immediate future due to the cancellation of conferences and other large events around the world. Further information on Airbnb’s extenuating circumstances policy can be found here, while details about its updated reservation policies can be accessed here.
