What options do I have for cancelling a reservation for a place to stay due to coronavirus (COVID-19)?
The best way to find out more about your cancellation and reservation options is to start the cancellation process for your reservation. Once you start this process, you’ll be shown options based on whether or not your reservation is automatically covered by our extenuating circumstances policy. Depending on your reservation details, you may have the option to request a cancellation from your host and get a full refund without having to message them directly.
If your reservation isn’t eligible under our extenuating circumstances policy, you can check your reservation to find out if it has flexible cancellation options. If it does, you can use the standard change or cancel options available.
Requesting a cancellation from your host
Depending on your reservation details, you may be able to request a cancellation directly from your host and get a full refund. You’ll find out if you have this option once you start the cancellation process.
- Go to Trips and find the trip you want to cancel
- Click or tap Show trip details
- From the overview, click or tap Show details
- Click or tap Change or cancel
- Under Cancel reservation, click or tap Next
- Select the COVID-19 (coronavirus) reason for why you’re cancelling
- Click or tap Ask for a full refund
The host will be given up to 48 hours to respond, or 24 hours if the reservation begins within a week. If they agree to the cancellation, we’ll send the refund to your original payment method, including the service fee amount. Find out more about how refunds work.
If the host doesn’t agree, you can still cancel and your refund will be determined by the host’s standard cancellation policy.
If your reservation doesn’t qualify for either the extenuating circumstances policy or your host doesn’t agree to cancel, you can always message your host to find out if they’re willing to give you a larger refund through the Resolution Centre.
If a guest requests a cancellation, you’ll receive an email asking if you agree to a full refund. If the check-in time is within 7 days, you’ll have 24 hours to respond. If not, you’ll have 48 hours to respond. To reply to a request:
- From the email, click or tap Respond to guest and you’ll be taken to Airbnb
- Click either Give a full refund or Decline refund
If you agree to give a full refund, there will be no impact on your Superhost status.
If you want to cancel a reservation because of COVID-19 that isn’t eligible under our extenuating circumstances policy, message your guest and ask them to cancel the reservation. Host penalties don’t apply to guest-initiated cancellations.
If the guest doesn’t agree to cancel, you can still cancel the reservation, but penalties will apply.