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    Wait times are longer than usual right now
    Due to the coronavirus (COVID-19), we’re currently receiving a high number of requests and working with reduced staff. If you have a reservation that is more than 72 hours away, please contact us closer to your check-in date so we can support those needing immediate help. To change or cancel a reservation, go to your trips page or hosting dashboard.

    How do I file an extenuating circumstances claim?

    Note: If you need to cancel your reservation because of the coronavirus (COVID-19), please review our article on options for cancellation.

    How to cancel

    If you have to cancel because of an unexpected circumstance that’s out of your control:

    1. Read our Extenuating Circumstances Policy to check if you’re covered
    2. Make sure you have any required documentation available
    3. Cancel your homes reservation or Airbnb Experience

    How it works

    If your reservation falls under a recognized extenuating circumstance, you’ll be notified that your reservation qualifies for a penalty-free cancellation, and you’ll get a full refund if you’re a guest.

    If your reservation doesn't qualify automatically, continue canceling your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.