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    Answers for travellers about COVID-19

    Learn how we’re supporting you with flexible travel options, cleaner stays and more.
    By Airbnb on 10 Mar 2020
    6 min read
    Updated 25 Jun 2021

    We know there’s still much uncertainty around COVID-19 and whether or not it will impact your holiday plans as travel rebounds in the coming months. To help support travellers, we’re tracking your questions and answering some of them here. We’ll keep updating this page as the situation evolves and as more answers become available.

    I need to cancel my trip. What are my options?
    Cancellation policies are set by Hosts and can vary. You can find details about the cancellation policy of each place to stay on the main page of each listing or on the Trips section of Airbnb’s website or app for your existing reservations.

    Guests who booked a new reservation after 14 March 2020 won’t be refunded under the extenuating circumstances policy if they cancel due to COVID-19 unless they are sick with COVID-19. Learn more about our extenuating circumstances policy.

      I want to book a trip, but I’m not sure how the situation with COVID-19 or international travel restrictions will continue to evolve. What should I do?
      Understandably, you may feel uncertain about booking future travel right now. We strongly urge all guests to carefully consider the cancellation policy on any reservation they make and to choose listings that provide flexibility. We’ve added a filter to make it easier for you to search for places with flexible cancellation policies. We’ve also created this resource to help travellers learn more about third-party travel insurance options. Guests who book a new reservation after 14 March 2020 won’t be refunded under the extenuating circumstances policy if they cancel due to COVID-19 unless they are sick with COVID-19.

      How can I find places to stay with Flexible cancellation policies?
      We’ve added a filter to make it easier for you to search for places with Flexible cancellation policies. Learn more about the filter. Keep in mind that cancellation policies are set by Hosts and can vary. You can find details about the cancellation policy of each place to stay on the main page of each listing.

      Where can I find more information about local travel restrictions and advisories?
      Many communities have issued local travel advisories or temporary restrictions on lodging (including short-term rentals). We recommend checking local travel restrictions and advisories to find out if your stay may be impacted.

      I’m unable to get a refund based on my Host’s cancellation policy. Why?
      Airbnb is a community of guests and Hosts who come together through the platform. Hosts determine how much they charge, specific rules about the space and their cancellation policy. You can find details about the cancellation policy of each place to stay on the main page of each listing or on the Trips section of Airbnb’s website or app for your existing reservations. In many cases, Hosts rely on their Airbnb earnings to make ends meet, which can make it difficult for them to make exceptions to their policies.

      A Host just cancelled on me. What happens now?
      We know cancellations can be upsetting, even when they happen for an understandable reason. Keep in mind that many Hosts who cancel a reservation may be impacted by COVID-19 or are acting in a way to help protect the wellbeing of our entire community.

      If your Host cancels, you may be eligible for a full refund. Check the Trips section of Airbnb's website or app for details about your refund.

      If you still need to travel, we hope you choose to rebook with Airbnb.

      What kind of health, safety and cleaning protocols are in place for guests and Hosts during a stay?
      The safety of our community is a top priority, so we’ve created a set of mandatory COVID-19 safety practices for both Hosts and guests of Airbnb listings, based on guidance from experts such as the World Health Organization and the US Centers for Disease Control and Prevention. Hosts around the world are committing to our updated COVID-19 safety and cleaning practices to help give you peace of mind. Find out more here.

      More recently, we’ve moved away from blanket global requirements for mask wearing and social distancing. Instead, we’re starting to ask Hosts and guests to follow local laws and guidelines as Airbnb has listings around the world and different communities are at different stages of their COVID-19 containment efforts. We recommend checking out general health and safety guidelines for COVID-19 safety, monitoring applicable government travel restrictions and advisories, and following all national and local guidelines when you travel.

      I want to book an in-person Airbnb Experience. What do I need to know?
      We have reopened in-person experiences in locations where it’s permissible to do so, and introduced health and safety guidelines that require Hosts and guests to wear protective face coverings and practice social distancing when required by local laws or guidelines. As government restrictions change, we may have to pause experiences in an area after it has reopened and will notify you if that happens. In the event you have booked an in-person experience in a location that has been paused, you will receive a $25 USD coupon to join a future experience. Get details about reopening

      If you’d rather do an in-person experience with only your group, consider a private booking. If in-person experiences have not yet reopened in your community, check out our online experiences. Whether you want to learn a new skill, connect with friends over a fun activity or try a team-building exercise with your co-workers, now you can do so from the safety of your own home. From learning the secrets of magic to cooking with a Moroccan family to meditating with a Buddhist monk, there are already so many online experiences to explore.

      Do guests have to follow Airbnb’s COVID-19 safety practices?
      As the pandemic continues, it’s important that we all do our part to help curb the spread of COVID-19. With this in mind, we launched mandatory safety practices that everyone in the Airbnb community must follow, based on guidance from health experts like the US Centers for Disease Control and Prevention. As part of the safety practices, both guests and Hosts must agree—when required by local laws or guidelines—to wear a mask or face covering when interacting in person and practise social distancing.

      I booked a place to stay on Airbnb for an event that has been cancelled. Can I cancel my reservation?
      We know that many of our travellers book places to stay on Airbnb for events. If an event you were planning to attend has been cancelled and your reservation is not covered by our extenuating circumstances policy, please check the cancellation policy on your reservation. Also, feel free to reach out to your Host directly.

      What’s the extenuating circumstances policy?
      Airbnb’s extenuating circumstances policy gives guests and Hosts the option to cancel without charges if they’re impacted by things like serious injury or illness, natural disasters, travel restrictions and other unforeseen events. Guests who book a new reservation after 14 March 2020 won’t be refunded under the extenuating circumstances policy if they cancel due to COVID-19 unless they are sick with COVID-19. To explore available cancellation options for your reservation, please visit the Trips section of Airbnb's website or app.

      I booked an Airbnb Luxe property. Am I covered by the extenuating circumstances policy?
      Our extenuating circumstances policy doesn’t apply to Airbnb Luxe reservations, which are subject to a separate Luxe guest refund policy.

      Are there additional resources to help keep me informed when I travel?
      For up to date information about travel restrictions and guidelines, check out this resource.

      To help slow down the spread of COVID-19, you can download Exposure Notifications apps on your phone. These third-party apps, developed by public health authorities around the world based on tech from Google and Apple, notify you if you’ve come into close contact with someone who’s tested positive for COVID-19. Learn more about Exposure Notifications, their privacy practices and how to get alerts.

      I still have questions. Who should I contact?
      Due to the widespread impact COVID-19 has had on global travel, our community support team is still receiving an extraordinarily high volume of calls and messages. If your situation requires immediate help from a community support team member, you can always contact us directly through the app.

      You can also find answers to many of your questions in some self-service tools we’ve developed to make it easier for you to resolve issues on your own. Please visit this resource for up-to-date travel restrictions or the Help Centre for more resources and information.

      We know how disruptive COVID-19 has been to travellers, and we're here to help. Thanks for working together with us to help protect the safety and wellbeing of our community.

      Information contained in this article may have changed since publication.

      Airbnb
      10 Mar 2020
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