Airbnb's Extenuating Circumstances cancellation!

[Kevin Lefeuvre]

Guest contacts me at 8 pm on check in day saying son is sick and taken to urgent care and they could not travel. They say they will try to check in on day 2 if son feels better. (they are 7 hours drive away). Day 2 they cancel and claim "Extenuating Circumstances" to airbnb who after checking their documentation informs me that the cancellation is approved and subject to full refund!

They share this with me https://www.airbnb.com/help/article/1320/what-if-i...

In the traditional travel industry this happens all the time. How is it handled? Well there are insurance policies for that. The host (or the hotel) should not be responsible for a guest's Extenuating Circumstances. So the guest can take an insurance (usually optional) who would refund the guest when this happens. Airbnb here has decided unilaterally that they want to self-insure the guest FOR FREE. Fine! But not to the detriment of the host. 

Unacceptable to me.

What are your thoughts?

[Mike V.]

@Heidi Kenefick I think you’re completely wrong.

Holiday inn has their policies.

I have mine and the guest reviews and agrees prior to booking.

Airbnb shouldn’t be able to supersede my legally binding contract because ‘they want to’.

My refund policy is clear as day and a guest has the option to book travel insurance for these situations. Should a traveler choose not to that should be on them. Not me. I’m running a business. Not a charity.

If you want to give away your revenue for ‘good customer service’ that’s your choice. Don’t take away my choice.