COVID-19 Extenuating Circumstances

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.

Tip: If you're a guest, you can find cancellation and refund options by going to My Bookings and choosing your booking. Find out how.

Summary

Bookings with check-in dates before July 1, 2020 are covered by the policy and may be canceled before check-in. Guests who cancel will have the option to receive a credit, and hosts can cancel without penalty. In order to cancel under the policy, you will be required to attest to the facts and/or provide supporting documentation for your extenuating circumstance. 

The cancellation policy will apply as usual to bookings made on or after July 1, 2020.

Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and bookings that were already cancelled will not be reconsidered.

If a booking has already begun (the check-in has passed) this extenuating circumstance does not apply.

What bookings are covered

Bookings with check-in dates before July 1, 2020

Bookings with check-in dates before July 1, 2020, may be canceled before check-in. This means that guests who cancel under the policy will receive a credit in the amount they paid, hosts can cancel under the policy without penalty, and thisopenspace will issue a credit in an amount that includes all service fees.

If a booking has already begun (the check-in has passed) this extenuating circumstance does not apply.

Bookings with check-in dates on or after July 1, 2020

Bookings with check-in dates on or after July 1, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include health advisories and quarantines; changes to applicable law; government mandates like evacuation orders, border closures, prohibitions on gatherings, and shelter-in-place requirements; transportation disruptions and cancellations; and travel advisories and restrictions. The cancellation policy will apply as usual.

Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. We extended our extenuating circumstance policy through the end of June 2020 as a courtesy to our community. Please remember to carefully review the cancellation policy when booking.

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.

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 non-discrimination 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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