Airbnb will pay out $250m to cover some of the costs of coronavirus cancellations, it said on Monday, in an apologetic letter sent to its hosts as it battles to stop them deserting the platform.
Many providers of rooms and homes on the short-term rental service were incensed after Airbnb this month forced them to offer 100 per cent refunds if guests’ plans were disrupted by travel bans and other government restrictions. Previously, hosts have been able to set their own cancellation policies.
“I’m sorry that we communicated this decision to guests without consulting you — like partners should,” Brian Chesky, Airbnb chief executive, wrote in a letter to hosts on Monday. “We have heard from you and we know we could have been better partners.”
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