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    Extenuating circumstances policy and the coronavirus (COVID-19)

    Updated March 31, 2020

    On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19.

    In response, we are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind. Please monitor this page for updates about coverage.

    Tip: If you’re a guest, you can find cancellation and refund options by choosing your trip from the Trips page. If you’re a host, you’ll find information in your hosting dashboard.

    Summary

    Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, are covered by the policy and may be canceled before check-in. Guests who cancel will have a variety of cancellation and refund options, and hosts can cancel without charge or impact to their Superhost status. Airbnb will either refund, or issue travel credit that includes, all service fees for covered cancellations. In order to cancel under the policy, you will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance.

    The host’s cancellation policy will apply as usual to reservations made after March 14, 2020. 

    Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission.

    If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.

    Different policies apply for domestic reservations in mainland China and for Luxe or Luxury Retreats reservations.

    What reservations are covered

    Reservations made on or before March 14, 2020

    Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, may be canceled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact to their Superhost status, and Airbnb will either refund, or issue travel credit in an amount that includes, all service fees.

    Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date after May 31, 2020, are not currently covered for COVID-19 related extenuating circumstances. The host’s cancellation policy will apply as usual.

    If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.

    Reservations made after March 14, 2020

    Reservations for stays and Airbnb Experiences made after March 14, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.

    Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the host's cancellation policy when booking and consider choosing an option that provides flexibility.

    How it works

    If you’re a guest, you can review your reservation’s cancellation policy and find cancellation and refund options by choosing your trip from the Trips page. If you’re a host, you’ll find information in your hosting dashboard.

    Coronavirus updates and resources

    We’ve curated articles to help our community during this time in the Resource Center. You can find the latest information on our COVID-19 response, from policy updates to resources for hosts and guests. 

    You can also read the extenuating circumstances policy to learn about coverage of circumstances unrelated to COVID-19.

    We ask that all community members be mindful of respect, inclusion, and our nondiscrimination policy when interacting with other members of our community.

    We will continue to review the application of this policy. Please monitor this page for updates and new information.

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