I was not given the refund outlined by Airbnb’s COVID-19 Extenuating Circumstances Policy at the time of cancellation. When I cancelled, my host instructed me to go to Airbnb customer service.
I went round and round with my customer service agent for several weeks when he would take 24 hours between responses. He gave me three different excuses for not getting my rebate.
The first excuse was that the booking dates/location were outside of the policies in place at the time of the cancellation. This was not true since my reservation was made before March 14th and for March 17-20, well within the COVID-19 affected dates.
The second excuse was that the cancellation occurred before March 14th. However, Airbnb posted a note on my reservation saying this was in a COVID-19 affected area and they would honor a refund.
The third excuse was that they said they needed to see a message from me asking for a refund within 24 hours of canceling. I asked to have this policy shown to me but they refused to do so.
At this point, I think customer service was making up stuff to get rid of me. I paid $1836 for a reservation that was not fulfilled because of the virus shutdown. My host gave me a partial refund of $820 based on the standard cancelation policy set in place before the policy. I am owed $1017 from Airbnb.