Comments on: Beware Airbnb Service Fees: Refunds are Impossible

By: Alex Cho

Alex Cho — Fri, 27 Aug 2021 14:13:23 +0000

My family is living in Vancouver, BC, Canada, and we had a airbnb booking from August 18th through 22nd in Penticton, BC, Canada for our vacation.

But I had to cancel it two days before our booking because of wild fires and consequent air quality issue. Wild fires were literally burning one every routes from Vancouver to Penticton. If we were going on our vacation, we literally had to drive through the road wild fires are burning. Consequent air quality was also an issue. Wild fires were not burning in direct vicinity of Penticton, but multiple wire fires were buring within 1 hour drive range, and air quality in Penticton was extremely unhealthy. Please check out the attached capture images to verify what I said above.

Airbnb implemented a new EXTENUATING CIRCUMSTANCES POLICY in January, 2021(Link here: https://www.airbnb.ca/help/article/1320/extenuating-circumstances-policy), and this policy says as below.

“When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy.”

I believe my case was definitely an EXTENUATING CIRCUMSTANCE as no one would go on a vacation in such circumstance risking the health of my children as well as that of myself and my wife.

I contacted Airbnb’s Online Support, but they rejected my refund request. They said my case was NOT AN EXTENUATING CIRCUMSTANCE.

They didn’t consider my case as an EXTENUATING CIRCUMSTANCE, and that automatically means that they think I SHOULD HAVE RISKED MY FAMILY’S LIFE AND HEALTH TO HONOR MY AIRBNB BOOKING. They never said it directly, but what else could it mean?

I asked them WOULD YOU GO ON A VACATION IN THAT KIND OF SITUATION? I asked multiple times, but they never answered to this question.

I almost gave up on getting the refund, but I thought that I at least deserve an answer. So, I asked.

EXPLAIN WHY MY CASE IS NOT AN EXTENUATING CIRCUMSTANCE.
EXPLAIN WHY YOUR EXTENUATING CIRCUMSTANCES POLICY CAN NOT APPLIED TO MY CASE.

They never answered to these questions, either.

And they closed down my session. Now they are completely ignoring me.

By: Jen

Jen — Tue, 24 Aug 2021 22:17:36 +0000

In reply to Annie Cruz. Hi Annie, were you able to get refunded? If so, how did you get a refund? the same thing happened to me.

By: Joanne

Joanne — Fri, 02 Jul 2021 17:09:30 +0000

In reply to Larry. Just had the same thing happen for a 13 minute double booking, which happened because their website said that my dates were unavailable for the first place. I am apparently out $2k.

By: Lesa

Lesa — Mon, 21 Jun 2021 04:34:57 +0000

In reply to Larry. Were you able to eventually get a refund? This is exact thing has happened to me. I tried to contacting someone seconds after booking, but I couldn't even find a phone number, and no one responded to the online chat. Eventually I did find a contact number, but the representative said she would talk to a supervisor, and call me back. She sent a message saying they would not refund the $800.00 dollar service fee. I asked to speak to a supervisor, and was sent another message saying that they were standing by their decision. I called back in to talk to a supervisor and I have been told one will call in the next 24-48 hours. I am shocked at the customer service. If I am actually going to have to pay an 800.00 dollar service fee for 30 minute double booking, someone should at least call back and provide some service.

By: Larry

Larry — Fri, 26 Mar 2021 02:34:49 +0000

They’re still doing it. I had the same ‘overlapping stay’ refusal because I booked a new stay minutes before cancelling the first reservation within 48 hours of booking. The booking and the confirmation both stated ‘fully refundable within 48 hours of booking’. The do not refer to terms and conditions as they should to make consumers fully aware of the exceptions. Worked through Airbnb service and they basically said ‘that is policy and we always follow policy – no exceptions’. Last time for me with them.

By: Lynx

Lynx — Sat, 13 Feb 2021 20:13:47 +0000

I wished I’d seen this before booking recently. Trying get service fees refunded right now, getting the same treatment as mentioned. My main complaint is that they write FULL REFUND when it’s actually not. Why be deceptive, and tell me how charging $2k+ for a 24hr hold on bookings 6 months out is fair, no administrative fee for a website should cost that much.

By: Phil Stampsae

Phil Stampsae — Mon, 18 Jan 2021 13:46:29 +0000

If you happen to have a place booked arlready, then book a better place for the same dates, Airbnb will charge you a $50 service fee unless you cancel the prior one first. This is not something that is clear unless you read the fine print, even then I find it confusing.

By: Elmer B

Elmer B — Sat, 14 Nov 2020 13:27:46 +0000

We just had them refuse service fee refund for overlapping bookings and it took about 72 hours of back and forth but finally got our service fee refunded. Just be persistent and don’t back down / ask to talk to a supervisor and speak to how misleading the experience is, etc.

Also, the phone representatives are no help so this has to be done through email / the app.

By: Annie Cruz

Annie Cruz — Fri, 13 Nov 2020 00:38:35 +0000

I just changed my booking for a stay that had the same dates. The first location I had booked previously became to expensive for us and we found a different rental in a different city that was more affordable for our family. The first unit we booked, was 100% refundable up to24 hours before check in, the service fee was only charged after this point. So when I booked the new unit and canceled the first it charged me the service fee. I called Airbnb and they said its because I had double booked dates. I literally cancelled the first unit one minute after booking the second and they are keeping $300. I told them had that been posted anywhere I would have cancelled the original reservation first and then return to book the second, in addition to pointing out that the “policy” is not clearly listed on their website and my reservation states that it is 100% refundable. I have not cancelled any previous stays in the past, so its not like I’m a serial reservation hopper. Still waiting for them to let me know if they can refund it, however if they don’t I am going to seek legal action as this seems to be a problem for many. and complete fraud. Internal only policies on refunds are not legal if you are telling your customers something else.

By: Marie-Alice

Marie-Alice — Mon, 25 May 2020 03:43:54 +0000

In reply to Mellinda Kinser. Hi Melinda, have you had any luck on getting your service fees refunded since your last post?