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Guest information

This information is for guests who have booked through Airbnb, please contact them if you feel you need to cancel. Also, if you have booked through other booking sites, please contact them directly regarding your booking. Any bookings directly by ourselves, please email us for any concerns at fennsfarmaccommodation@gmail.com


Extenuating circumstances policy and the coronavirus (COVID-19)

Updated 14 March 2020


On 11 March, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. We are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind.


Summary


Existing reservations made on or before 14 March 2020 for stays and Airbnb Experiences with a check-in date of 14 April 2020 or earlier, and with at least one night occurring between 14 March 2020 and 14 April 2020 are covered. Guests who cancel will receive a full refund, and hosts will be able to cancel without charge or impact on their Superhost status. The host’s cancellation policy will apply as usual to reservations made after 14 March 2020, and to existing reservations made on or before 14 March 2020 with check-in dates after 14 April 2020.


Domestic reservations in mainland China are covered under the existing mainland China extenuating circumstances for COVID-19 statement. Luxe or Luxury Retreats reservations are covered under the Luxe Guest Refund Policy.


What reservations are covered


Reservations made on or before 14 March 2020


Existing reservations for stays and Airbnb Experiences with a check-in date of 14 April 2020 or earlier, and with at least one night occurring between 14 March 2020 and 14 April 2020 are covered. This means that guests who cancel will receive a full refund, hosts will be able to cancel without charge or impact on their Superhost status, and Airbnb will refund all service fees.


Existing reservations for stays and Airbnb Experiences with a check-in date after 14 April 2020 will not be covered under our extenuating circumstances policy except where the guest or host has contracted COVID-19. The host’s cancellation policy will apply as usual.


Reservations made after 14 March 2020


Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy except where the guest or host has contracted COVID-19. The host’s cancellation policy will apply as usual.


Please remember to carefully review the listing’s cancellation policy set by the host when booking and consider choosing an option that provides flexibility.


How it works


If your reservation is covered, it will be marked as such on the reservation details page (found in Trips if you’re a traveller, or in your hosting dashboard if you’re a host). If you cancel a reservation marked as eligible, guests will receive a full refund, and there will be no impact on hosts' Superhost status. You don’t need to contact us in this case. More about how refunds work.


For travellers, if your reservation is not covered, your host’s cancellation policy will apply as usual. You can contact your host to discuss cancellation and refunds.


Coronavirus updates and resources


We’ve curated articles to help our community during this time in the Resource Centre. You can find the latest information on our COVID-19 response, from policy updates to resources for hosts and guests. Some of these include:


Coronavirus travel advisories around the world

Answers for hosts about coronavirus

Answers for travellers about coronavirus

You can also read the extenuating circumstances policy to learn about coverage of circumstances unrelated to COVID-19.


We ask that all community members be mindful of respect, inclusion, and our nondiscrimination policy when interacting with other members of our community.


We will continue to review the application of this policy. Please monitor this page for updates and new information.


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