Over the past decade, tourism has boomed in and around Asheville, North Carolina, with visitors drawn to the warm climate, green mountains, and beautiful waterfalls of the Blue Ridge Mountains. The number of second homes in the area is rapidly increasing, as is the number of short-term rentals.
The region was devastated by Hurricane Helen, with at least 196 people killed in the storm's path and roads, towns and homes washed away or severely damaged. Airbnb and Vrbo have instituted emergency refund and cancellation policies for guests and hosts of short-term rentals in Western North Carolina, and the appropriateness of visiting areas that have endured such destruction. Questions have arisen.
Travelers have taken to social media to voice their confusion, with some expressing dissatisfaction with policies and the level of support they receive from booking platforms. Some critics say these complaints are trivial considering the dire situation in the area. Meanwhile, many hosts have destroyed or damaged property, lost loved ones, and are awaiting months, if not years, of recovery.
Here's what you need to know:
Should travelers visit the area?
Visitors should avoid the mountains of western North Carolina, according to a statement from Visit North Carolina, the state tourism agency. It added that if you are unable to contact your travel provider, “you should assume that your travel provider is unavailable and delay your trip until we can confirm that they are open and ready to receive visitors.” .
What emergency policies are currently in place?
This summer, Airbnb and Vrbo updated their refund policies to better respond to emergencies. A corporate disaster policy requires hosts to refund guests during the covered interruption period, regardless of the host's individual cancellation policy.
After the storm, both companies activated emergency policies.
Airbnb has implemented a “Severe Disruptive Events Policy'' in the affected areas of Florida, Georgia, North Carolina, South Carolina, and Tennessee, stating that “Hosts may continue to operate in these areas without impact.'' “Eligible stays may be canceled and guests with eligible reservations in these regions may do so.” You can cancel for a refund. ”
Power outages and lack of cell phone service made it difficult for many guests and hosts to even communicate with each other.
Airbnb's “instant booking” feature has been temporarily suspended for listings in affected areas of western North Carolina. In an email to hosts on Wednesday, the company said guests must request host approval before making a reservation to “prevent new reservations from coming in until we are online and ready to host again.” He said there is. If a host is unable to accept reservations, they can turn Instant Booking back on or delete the listing.
Airbnb said it plans to maintain its policies for affected areas until at least October 19 and will continue to review them as the situation changes.
Vrbo, an Expedia Group company, also has its own “extenuating circumstances” policy in Henderson, Buncombe, and Transylvania counties in North Carolina and Greenville County in South Carolina for reservations from October 3rd to 9th. The policy is being activated. Asheville is located in Buncombe County. That policy states that “Hosts must issue a full refund for affected reservations, regardless of the cancellation policy.” Travelers who have already started their reservations will receive a partial refund for the portion of their stay that cannot be completed due to the hurricane. Vrbo will provide full refunds of traveler service fees to affected travelers.
A company spokesperson said it will continue to monitor the situation and update policies as necessary. Expedia Group is also waiving cancellation fees for affected hotels booked on Expedia and Hotels.com.
What can you do?
Asheville and the surrounding mountain towns have seen an explosion in tourism in recent years. In 2023, Asheville reported a record level of 13.9 million annual visitors, with visitors spending a total of nearly $3 billion. Accommodations, including short-term rentals, accounted for about one-third of the total.
In Buncombe County, where Asheville is located, tourism accounts for 20 percent of the economy and supports 14 percent of jobs.
Matt Van Swole, who lives in north Asheville, suggested an unusual way to help, writing on X (formerly Twitter): “Want to know how you can help Asheville right now?” he wrote. “If you book an Airbnb, don't come. All the residents in this area rely on tourism income. It's all been washed away.”
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