I’ve been a host with Airbnb for about seven or eight years. We’ve had our differences but nothing too bad. Mainly, after the first couple of years, getting help from them for a situation was difficult, then they got better, but really, it was for minor things.
I’ve been a Superhost now for a couple of years so I take my role as host very seriously. Well, I had a guest that I was in communication with the whole time and she had to cancel at the last minute because of travel restrictions back in March due to the virus.
As per my cancellation policy (100% if a week, 50% if less than that), I received half of my expected fee and she got her half. Just last week, we get this email with great fanfare from the CEO about how they were putting five million dollars into helping the Airbnb community. I thought that was nice.
I have one guest who is here because he’s working on a job for an essential industry. When I received my payment, Airbnb had deducted my 50% from the cancelled guest and had returned the entire fee to the guest.
I don’t object to that given all the money Airbnb has but to take it from me, who is a small business person who relies on this income and works hard for it — in Massachusetts we register as small businesses and pay business taxes — seems very unfair, especially because they are giving a false narrative about how they are taking care of the whole “Airbnb” community. Three hundred and fifty dollars is nothing to a corporation like theirs. They should be able to take care of the guest and me.