Does the extenuating circumstances policy apply to my reservation during the COVID-19 pandemic?
Our official article explains in detail how the extenuating circumstances policy applies to cancellations due to COVID-19. Here’s a summary to help you determine if your reservation is eligible.
Your reservation is eligible if all of the following are true
- You booked on or before 14 March 2020
- and the check-in date is between tomorrow and 15 August 2020
- and you haven’t already cancelled it
- and you haven’t already checked in
- and the pandemic is preventing you from completing your reservation
If all those things are true, you can cancel it yourself and you’ll be given options for cancellation and refunds during the process. To cancel under the policy, you’ll need to document or attest that you're unable to complete your reservation because of COVID-19.
Note: If you're sick with COVID-19, you can cancel under the policy regardless of your reservation details by contacting our community support team. You'll be asked to verify this with documentation.
Your reservation is not eligible if you're cancelling because of COVID-19 and any of the following are true
- It was booked after 14 March 2020 or
- The check-in date is after 15 August 2020 or
- It has already been cancelled or
- You've already checked in
If you’re not eligible and you cancel, your refund is determined by your host’s cancellation policy, and we’ll show your refund amount before you confirm the cancellation. In this case, host payouts and guest refunds are released according to the host cancellation policy you agreed to when you booked.
Note: When a reservation is cancelled, Airbnb releases any payout due to the host and any refund due to the guest according to the host’s cancellation policy. For that reason, reservations that were cancelled before coverage was announced or extended will not be reconsidered.
Additional options if your reservation isn’t eligible
If your plans are flexible, you might consider working with your host to change the reservation to a later date.
You can also contact your host to request an additional refund, and if they agree, they can use the Resolution Centre to safely transfer money to you.
We continue to monitor the COVID-19 pandemic and intend to provide updates about the policy on the 1st and 15th of each month. If your reservation starts after 15 August 2020, please check back on 15 July 2020 for an update on eligibility.