Today Airbnb sent out an email to all hosts (titled “Coronavirus Update”) about a policy they’ve put into place for the Covid-19. To summarize, Airbnb will allow guests to cancel their reservation and refund guests, but not payout hosts. EVEN IF YOU HAVE A STRICT CANCELLATION POLICY. This really burned me up!
Airbnb has a history of catering to guests and leaving hosts behind. There probably isn’t much we can do about this, but I wanted to at least send them feedback about how I felt about it. I thought they should not only refund the guest, but still follow the appropriate policy the host has in place.
I thought if many hosts complained, perhaps we might get some result? I’ll put the feedback that I sent them below.
I wanted to provide feedback regarding your Coronavirus Update email to hosts. As a host, I find this very frustrating and one sided. Already, I have many less reservations than usual (50% less according to metrics). Now you are going against my strict policy and will not give me a payout if the guest cancels. This is very unfair. I need this to pay my bills and my mortgage. How will I survive? I depend on this income! Airbnb continues to side with guests. While I agree that Airbnb may refund guests, the right thing to do is also still provide payouts. That’s right - payout both parties! By now, Airbnb is making enough money that during a short term emergency like this, Airbnb could afford to cover something like this, instead of burning hosts. This is not right.