extenuating circumstances

[Sarah584]

Hello!

If a guest files for a refund under the extenuating circumstances policy, does the host still get paid according to their cancellation policy? I have a guest who already booked, then let me know that her spouse has stage 4 cancer and they are uncertain when treatment will be and so she was uncomfortable with the cancellation policy we had selected (which was in place at the time of booking). I plan to pass along information on the extenuating circumstances policy, but was curious how it works.

thanks!

Sarah

[Cynthia-and-Chris1]

@Sarah584  No, the host does not get paid under this policy.

[Helen3]

Hi @Sarah584

If you have a look at Airbnb Help and search for extenuating circumstances it shows you how it works.

If the guest cancels you can hold them to your policy but if Airbnb accepts their claim for extenuating circumstances they will get a refund and your dates will be unblocked so you can try and get another booking.