Airbnb empowers hosts to set and manage their cancellation policies. If a host or guest needs to cancel a reservation, it’s their responsibility to cancel as soon as possible. At times, certain circumstances outside of a host or guest’s control can impact their ability to meet the terms of a reservation.
In rare instances, if Airbnb determines that a Guest’s reason for cancellation falls within Airbnb’s Extenuating Circumstances Policy, Airbnb may override the Host's cancellation policy (ex: flexible, moderate, strict) and make refund decisions. If Airbnb determines that a Host’s reason for cancellation falls within Airbnb’s Extenuating Circumstances policy, Airbnb may waive the host cancellation penalties outlined in Airbnb’s Terms of Service and Airbnb’s Payments Terms of Service.
What might be covered?
Valid extenuating circumstances include:
- Unexpected death or serious illness of a host, guest or immediate family member
- Serious injury that directly restricts a guest’s ability to travel or a host’s ability to host
- Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
- Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
- Endemic disease declared by a credible national or international authority (such as the US Centre for Disease Control or the World Health Organization)
- Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
- Government-mandated obligations issued after the time of booking (ex: jury duty)
If you need to make a claim
Claims can only be considered after a reservation has been cancelled. Once you have informed your host or guest and cancelled a reservation, if you feel that your reason for cancellation is covered by Airbnb’s Extenuating Circumstances Policy, contact Airbnb for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.