Dear Smiles Davis,
With the current global crisis, we know that many of you are experiencing a significant loss of bookings and a large number of cancellations. The last few days have been incredibly challenging and confusing for everyone. It's our goal to be as transparent and proactive as possible.
First and foremost, we are going to get through this crisis as partners—our success is dependent on the success of you, our hosts. We are working day and night on a plan of action that will help you get through this extremely difficult time. We will share this with you as soon as possible in the coming weeks.
Second, with the World Health Organization declaring a pandemic, we made the difficult decision on Saturday to put in place a global policy allowing all guests to cancel eligible reservations for a full refund—including all Airbnb fees. We know this decision has caused incredible hardship for many of you. Many hosts were already accepting cancellations outside of established policies. You have asked us why we did this when some other companies in our space have not. We want to make sure you understand our thinking.
This pandemic is leading cities and nations to undergo extreme measures. In this crisis, our first priority is the health of the public and our communities. We did not want guests making the decision to put themselves in unsafe situations and creating a public health hazard because of a commitment to their bookings. We believe this is the responsible thing to do given the guidance of governments and health experts.
While it’s clear to all of us that the coronavirus has deeply impacted our community, we know that this moment will pass and travel will be back. As people are starting to use Airbnb for long-term bookings and stays close by, it’s clear that we need to be a part of helping all of us get through this as quickly as possible. The desire to connect is in all of us, and we will be together again, but for now our priority is to do our part to keep everyone safe.
We are partners, and we will get through this together.