Industry Update
Press Release 4 May 2020

Extenuating Circumstances Policy Update

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Airbnb guests will receive full refunds in cash or travel credit for cancellations of COVID-19 impacted reservations booked before March 15, for check-ins up to June 15, 2020.

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The travel industry continues to be disrupted by control measures, affecting millions of Airbnb hosts and guests around the world. On our last update on March 30, 2020, we announced that our Extenuating Circumstances policy would apply to reservations booked on or before March 14, 2020 for check-ins through May 31, 2020.

Today, we are announcing that our Extenuating Circumstances policy will also apply to reservations booked on or before March 14, 2020 with check-ins between June 1, 2020 and June 15, 2020.* This policy allows eligible hosts and guests to cancel without charge or penalties. We will continue to monitor the situation and review official guidance from governments and public health organizations, and will communicate updates as needed. Please check our Help Center page with the latest information.

During this time of uncertainty, we encourage hosts and guests to maintain dialogue, address any concerns in advance, and consider rescheduling or modifying reservations when possible to avoid cancellations. We also recommend our community check their normal applicable cancellation policy, which is set by the host and agreed upon at the moment of booking. The majority of Airbnb listings have flexible or moderate cancellation policies, both of which allow for full refunds of the nightly rate for cancellations made at least 5 days prior to check-in, regardless of the circumstances. Airbnb does not keep a fee for reservations cancelled under its Extenuating Circumstances policy or that are covered by the More Flexible Reservations Program.

Guests

Under our Extenuating Circumstances policy, eligible guests may receive a travel credit or a cash refund, including all fees, and will be required to attest or provide supporting documentation regarding their inability to travel because of the COVID-19 pandemic. This documentation may be a travel restriction or shelter in place order, a transportation cancellation, a medical recommendation or other similar documentation. Guests should log into their account and choose "Trips" to check their cancellation options.

Hosts

Hosts who are unable to accommodate existing reservations booked before March 15, 2020, have up to May 15, 2020 to cancel without charges, calendar block or impacts to their Superhost status. Hosts who would have normally received a payout for a guest cancellation for stays booked before March 15, 2020, with a check-in between March 14, 2020 and May 31, 2020, may be eligible for a support payment from our $250M program. This program will not provide support payments for cancelled stays with check-ins beyond May 31, 2020.

Please check our Help Center page with the latest information about our Extenuating Circumstances policy. For more information and resources about COVID-19 for hosts and guests, please visit airbnb.com/covid19.

*For any reservations booked after March 14, the host's cancellation policy will apply as usual and guests will not be able to cancel for COVID-19-related extenuating circumstances unless they are sick. Cancellations will be handled according to the extenuating circumstances coverage in effect at the time it is requested. Different policies apply for domestic reservations in mainland China and for Luxe or Luxury Retreats reservations.

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About Airbnb

Founded in 2008, Airbnb exists to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb's accommodation marketplace provides access to 6+ million unique places to stay in more than 81,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 25,000+ unique, handcrafted activities run by hosts across 1,000+ markets around the world. Airbnb's people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.

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