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Extenuating Circumstances Policy and the coronavirus (COVID-19)
On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19.
In response, we are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind. Please monitor this page for updates about coverage.
Joyscape Guest Refund Policy
These terms and conditions govern Airbnb’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Host associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to Airbnb’s Terms of Service (“Airbnb Terms”). The Guest Refund Policy is available to Guests who book and pay for an Accommodation through the Airbnb Platform and suffer a Travel Issue (as defined below). This policy does not apply to refunds for Luxe Bookings (as defined in the Airbnb Luxe Guest Refund Policy). The Guest’s rights under this Guest Refund Policy will supersede the Host’s cancellation policy.
All capitalized terms shall have the meaning set forth in the Airbnb Terms or Payments Terms unless otherwise defined in this Guest Refund Policy.
By using the Airbnb Platform as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.
A “Travel Issue” means any one of the following:
(a) the Host of the Accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).
(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:
- the size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
- whether the booking for the Accommodation is for an entire home, private room or shared room, and whether another party, including the Host, is staying at the Accommodation during the booking,
- special amenities or features represented in the Listing are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air conditioning systems, or
- the physical location of the Accommodation (proximity).
(c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in Airbnb’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.
What qualifies as a Travel Issue is described in more detail in the Guest Refund Policy Help Center article.
How do I create an account?
If you don't have an Airbnb account yet, go to airbnb.com and click Sign Up.
You can sign up for an account using your email address, phone number, Facebook account, Google account, or Apple ID. Signing up and creating an Airbnb account is free.
After you sign up, be sure to complete your account before booking a reservation.