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    Answers for travelers about COVID-19

    Answers for travelers about COVID-19

    Learn how we’re supporting you with cancellation options and new programs.
    By Airbnb on Mar 10, 2020
    7 min read

    Updated March 31, 2020

    We know there’s a lot of uncertainty around the coronavirus (COVID-19) and whether or not it will impact your travel plans. To help support travelers, we’re tracking your questions and answering some of them here. We’ll keep updating this page as the situation evolves and as more answers become available.

    I need to cancel my trip. What are my options?
    Because of the impact of COVID-19, guests with reservations booked on or before March 14, 2020 with a check-in between March 14 and May 31, 2020 will be able to cancel if they can’t travel because of COVID-19, and we’ve expanded the cancellation options for those guests. Please visit the Trips section of Airbnb's website or app for more details about your cancellation options.

    If you do need to change your plans, please cancel at least seven full days before your check-in date to give your host plenty of notice. If you cancel because of COVID-19, Airbnb will also pay your host a portion of what they would have earned from the reservation out of our $250 million USD support for impacted accommodation hosts. This is our way of helping to ease the financial burden of both our guests and hosts during this crisis. Learn more at Airbnb.com/250MSupport.

    However, please note this policy does not cover any bookings made after March 14—those will all be handled according to the listing’s cancellation policy as usual.

      I booked a trip on Airbnb recently, and COVID-19 is affecting my plans. Can I cancel my reservation?
      This is a confusing time to travel, and we want to provide you with the information you need to make the right decisions for you and your loved ones. In response to the World Health Organization’s (WHO) declaration of COVID-19 as a pandemic, we’ve expanded our cancellation options for guests with reservations for stays booked on or before March 14 with a check-in between March 14 and May 31, 2020. To check the options for your reservation, please visit the Trips section of Airbnb's website or app.

      If your check-in is June 1 or later, you can always change or cancel your existing reservation under the terms of your host’s cancellation policy. Please visit the Trips section of Airbnb's website or app for more details about your cancellation options.

        *This does not apply to domestic travel in mainland China. Please check here for more information. Luxe or Luxury Retreats reservations are subject to a separate Luxe guest refund policy.

        I want to book a trip, but I’m not sure how the situation with COVID-19 will continue to evolve. What should I do?
        Understandably, you may feel uncertain about booking future travel right now. We strongly urge all guests to carefully consider the cancellation policy on any reservation they make and to choose listings that provide flexibility. Our extenuating circumstances policy will not cover bookings made after March 14 for circumstances related to COVID-19, or any reservation that has already begun.

        For extra peace of mind, we recommend finding a listing with a flexible cancellation policy—so we’ve added a search filter to make it easy to find and book those types of listings.

        How can I find places to stay with flexible cancellation policies?
        Cancellation policies are set by hosts and can vary (flexible, moderate, or strict). You can find details about the cancellation policy of each place to stay on the main page of each listing. We’ve added a new filter to make it easier for you to search for places with flexible cancellation policies. Learn more about the new filter

        What’s the extenuating circumstances policy?
        Airbnb’s extenuating circumstances policy gives guests and hosts the option to cancel without charges if they’re impacted by things like serious injury or illness, natural disasters, travel restrictions, and other unforeseen events. In response to the WHO’s declaration of COVID-19 as a pandemic, we’ve extended coverage under this policy globally to all eligible reservations booked on or before March 14 and with a check-in date between March 14 and May 31. If your reservation has already begun (the check-in has passed), the policy does not apply.

        I booked a trip on Airbnb recently, and I can’t decide if I should still make the trip. Should I go?
        We recommend following guidance from governmental and health authorities. We’ve compiled some travel advisories and helpful resources to make it easier for you to make this important decision.

        I booked an Airbnb Experience. What do I need to know?
        We're pausing all experiences starting March 18 through at least April 30, 2020. We made this difficult decision because experiences are designed to bring people together, and health organizations around the world have advised against this kind of interaction as one of the best ways to protect communities. All guests who booked during this time period will receive a cancellation notice and a $25 USD coupon. We hope this encourages guests to book experiences in the future. Read this Help Center article for the latest updates.

        There’s more news about COVID-19 every day. What’s the best way for me to stay informed?
        We’re updating Airbnb.com/COVID every day, and it’s a good place to start for updates and guidance. For anything pertaining to your region or your trip, we recommend following guidance from governmental and health authorities.

        A host just canceled on me. What happens now?
        We know cancellations can be upsetting, even when they happen for an understandable reason. Keep in mind that many hosts who cancel a reservation may be impacted by COVID-19 or are acting in a way to help protect the well-being of our entire community.

        If your host cancels, you may be eligible for a full refund. Check the Trips section of Airbnb's website or app for details about your refund.

        If you still need to travel, we hope you choose to rebook with Airbnb, and we wish you a safe journey.

        What should I do if I’m uncomfortable staying with a host? 
        Airbnb is committed to the well-being and inclusion of our community, which is more important than ever during these difficult times. Before you cancel a reservation, please keep in mind that Airbnb has a nondiscrimination policy. Remember to treat each host with inclusion and respect, which means making sure that you're holding each reservation—and decision about cancellation—to the same standards. We’ve outlined some guidelines and questions you can consider asking to help you get the information you need.

        I’m unable to get a refund based on my host’s cancellation policy. Why?
        Airbnb is a community of guests and hosts who come together through the platform. Hosts determine how much they charge, specific rules about the space, and their cancellation policy. In many cases, hosts rely on their Airbnb earnings to make ends meet, which can make it difficult for them to make exceptions to their policies.

        I booked a place to stay on Airbnb for an event that has been canceled. Can I cancel my reservation?
        We know that many of our travelers book places to stay on Airbnb for events like Coachella, SXSW, Mobile World Congress, and others. If an event you were planning to attend has been canceled and your reservation is not covered by our extenuating circumstances policy, please check the cancellation policy on your reservation. Also, feel free to reach out to your host directly. We’ve rolled out a tool so hosts can refund reservations like these that aren’t covered under our extenuating circumstances policy.

        I booked an Airbnb Luxe property in an impacted area. Am I covered by the extenuating circumstances policy?
        Our extenuating circumstances policy doesn’t apply to Airbnb Luxe or Luxury Retreats reservations, which are subject to a separate Luxe guest refund policy.

        I need help. Where can I find resources online?
        We know it can be frustrating when you can’t get an answer right away. We’re committed to helping you get the help and information you need, which is why we’ve launched Airbnb.com/COVID in addition to continuing to answer your calls, chats, and emails as quickly as possible. 

        Many common issues can be resolved online. You can also head to our Help Center to find more answers.

        I still have questions. Who should I contact?
        Due to the widespread impact COVID-19 has had on global travel, our community support team is receiving an extraordinarily high volume of calls and messages. If your situation requires help from a community support team member, we appreciate your assistance in prioritizing the most time-sensitive requests. If your reservation is more than 72 hours away, please contact us closer to your check-in time.

        In the meantime, we have developed self-service tools to make it easier for you to resolve issues on your own. Please visit Airbnb.com/COVID or the Help Center for more resources and information.

        We know how disruptive COVID-19 has been to travelers, and we're here to help. Thanks for working together with us to protect the safety and well-being of our community.

        Information contained in this article may have changed since publication.

        Airbnb
        Mar 10, 2020
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