What if I need to cancel because of an emergency or unavoidable circumstance?
We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Penalty-free cancellations are only available for extenuating circumstances that occur before the official check-in date for your reservation.
Circumstances that require documentation
Death of a host, guest, or their co-host, additional guest, immediate family member, or caregiver. You’ll be asked to provide one of these documents:
- Death certificate
- News article naming the deceased
- Police report
Unexpected serious illness or injury affecting a host or member of the travelling party. You’ll be asked to provide a statement from a doctor confirming that the person can't host or travel due to an unexpected, serious illness or injury. The statement must also be dated after the reservation was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.
Unforeseen property damage, maintenance, and amenity issues to the Airbnb listing that make it unsafe to host guests, or that prevent guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
- Proof that the issue is being fixed
- An estimate of when it will be fixed
- An invoice for the repairs being done
- Photos of the damage
Transport disruptions, including road closures and flight cancellations, which make it impossible to travel to your destination. This includes closures and cancellations caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure, or documentation from the airline that the flight was cancelled.
Train, bus, or ferry cancellations where no alternate trips were available on the same day. You’ll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialised team will review each case to confirm that you’re directly affected.
Open Homes reservations that have been cancelled. More info about Open Homes.
Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from travelling to or from the destination, or that make it unsafe to host guests.
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area – for example, malaria in Thailand or dengue fever in Hawaii.
Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location.
Safety and security threat advisories issued for the listing or experience location or the guest party’s departure location.
Essential utility outages that affect the listing or experience location.
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.