![]() ![]() They are a healthcare professional and cannot travel.Their means of transportation is no longer available.They are sick and their health provider has instructed them not to travel.There are government restrictions that prohibit them from leaving their location or going to their destination.This means that guests who cancel will receive, at their option, travel credit or a full cash refund."īut according to screenshots guests shared with CNBC, Airbnb is telling some guests it will only offer cash refunds if they can prove, with documentation, that they fit into one of four buckets: In a help document, Airbnb wrote: "Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between Maand May 31, 2020, may be canceled before check-in. "When guests cancel due to COVID-19-related circumstances, we're giving them the option to take either a cash refund or a travel credit that can be used for a stay at a later date," the company said in a post announcing the extension of the cancellation window. ![]() On March 30, as the extent of the coronavirus lockdowns grew, Airbnb extended its policy to May 31 and specifically said that guests could receive cash. is asking hosts to work directly with customers to accommodate new travel dates, or issue vouchers or refunds, but a spokesperson told CNBC the company will push refunds through for reservations made before April 6 if the guests and hosts can't come to an agreement. ![]() For instance, Expedia -owned VRBO said on March 18 that it would ask hosts to refund a minimum of 50% of what customers paid, and only then if the guests are not willing to re-book at another date. This put Airbnb ahead of its competitors in terms of offering a clear, full refund policy. On March 14, Airbnb announced that it would give 100% refunds to guests who had already booked reservations between then and April 14, writing that "Airbnb's Extenuating Circumstances policy allows hosts and guests to cancel eligible reservations with no charge or penalty."
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