link  
graphic  
Airbnb  
Smiles Davis,  
New information is coming out about the coronavirus (COVID 19) every day, and we’ve talked with  
thousands of you who have been impacted personally or professionally.  
Many of us are hosts  
ourselves, and we understand this is a challenging time for members of our community.  
On March 11th, the World Health Organization (WHO) declared a global pandemic, and our customer  
support specialists have been overwhelmed with calls from people with flight cancellations, travel  
restrictions, and questions about whether it’s safe to open their homes or travel abroad.  
The world  
is worried, and we know that many of you are too.  
We’ve worked hard to find a balance between supporting your hosting business and protecting the  
well being of our collective community.  
This is a difficult time, and millions aren’t able to make  
their trips or welcome their guests.  
For the rest, it’s clear that no one should feel obligated to  
host or travel if they don’t feel comfortable right now.  
For that reason, our  
link  
extenuating circumstances policy  
will now apply globally star  to eligible  
reservations booked on or before March 14th, and with at least one night between March 14th and  
April 14th.  
In simple terms, this means that for eligible reservations:  
list  with 3 items  
bullet  
You can cancel reservations without worrying about cancellation charges or impact to your Superhost  
status  
bullet  
Guests have the option to cancel reservations for a full refund  
bullet  
Our service fees will be refunded in full for every cancellation  
out of list  
This was a difficult decision, but the declaration of a global pandemic made it clear.  
Many of you  
may have cancellations that affect your earnings, but this is the right thing to do to prioritize  
our community’s health and we believe it’s the right decision for your hosting business in the long  
term.  
We also want to clarify that Airbnb won’t benefit from any reservations canceled under this  
policy. We're in this together.  
We want you to know that we’re working on more ways to support you, and we’re committed to helping  
your business recover as quickly as possible.  
We’ll continue to reach out with new ways we’re  
fulfilling that commitment, and you can check  
link  
Airbnb dot com slash COVID 19  
for regular updates.  
Lastly, lean on this community.  
We’ve seen the way you’ve supported one another in the last few  
weeks, and in isolating moments like these, we need those connections even more.  
We hope you and your families are staying healthy, and we’ll check in later this week.  
With gratitude,  
Greg Greeley  
President, Airbnb  
star This does not apply to domestic travel in mainland China. Please check  
link  
here  
for more information.  
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