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Coronavirus

Airbnb CEO Apologizes to Hosts With a $260 Million Relief Package

Dennis Schaal photo
Dennis Schaal

Photo Credit: Airbnb hosts are getting a $250 million relief package to reimburse them for about one-quarter of what they would have received in cancellations fees from guests because of Covid-19. Airbnb

Skift Take

Airbnb initially made a pro-guest decision on refunds, but it now realizes its policy and its outreach to hosts was clumsy and unsatisfactory. Hosts still won't be pleased, but the optics and financials aren't as bad as before.

Faced with a backlash over its unilateral decision to refund guest reservations and leave hosts empty-handed while competitors took a more balanced approach, Airbnb co-founder and CEO Brian Chesky apologized to hosts, and detailed a $260 million Airbnb relief package. In a letter to hosts sent Monday (embedded below) , Chesky said that the decision — made without consulting hosts — "was not a business decision, but based on protecting public health" so guests would not feel pressured to check in when conditions might not be safe. "However, while I believe we did the right thing in prioritizing health and safety, I am sorry we communicated this decision to guests without consulting you — like partners should," Chesky wrote. "We have heard from y

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