In September 2019 we booked a place in Bozeman, Montana for a family reunion for July 2020. Due to COVID-19 we were forced to cancel at the end of May because we have essential workers and people at high health risk in our group.
Our hosts said they would refund us 75% of our cost, but did not. $341 that they said they refunded us never came to our credit card account. I believe Airbnb used it to reduce the full cost of the rental so they didn’t have to refund us as much of the “half” of the payment we still owed. We have paid $1103 even with refunds and with 75% should only pay $863 so they owe us at least that difference.
As of June 1, Airbnb policy states that any reservation made before March 2020 that was occurring through July 15 would and could be refunded. Our Airbnb agent has been unable to refund us any additional money, claiming that because we cancelled in May, the original cancellation policy applies.
Originally we tried to cancel in May at the request of our hosts in good faith that they would refund us our money and so they might be able to rent again. We deserve the terms of the COVID-19 exception policy, the Airbnb fee, if not the full refund of $1103 that has not yet been refunded to us.