Airbnb supposedly gives you the opportunity of choosing a cancellation policy when you list your property. I have chosen a strict cancellation policy. A woman booked my apartment in Cap Cana three months ago for Christmas and New Years, a 14-day stay. I gave her a discount price for the two-week stay.
Six days before checking in, I received a message from Airbnb stating that they cancelled her reservation and fully refunded the client due to extenuating circumstances. Apparently the client lives in Venezuela and one of the guests needed a visa to visit Dominican Republic.
First of all, I did not know that the guest was coming from Venezuela since in her verified information she said that she lives in Miami. Secondly I never receive any call nor was contacted by Airbnb staff before they decided unilaterally to cancel and full refund her.
They said that she provided evidence to them. Airbnb had her rental money for three months and then cancelled and left me without any rental in the high season. They did not try to help at all. They even lied when confronted, saying that they contacted me, which was not true. If we were the ones cancelling in order to forfeit the penalty under extenuating circumstances we would have to have a lot of paperwork in order for them to consider it.
I asked them to reconsider. They rejected my plead. I asked them to at least give us a partial refund, but they did not. Airbnb does not consider hosts; they do not care about us at all. It seems they do not realize that without our properties they are just a mere application. Their customer service is the worst. They charge a fee for nothing.