Comments on: COVID-19 Airbnb Cancellation not Refunded

By: Noelle Ash

Noelle Ash — Thu, 16 Apr 2020 15:09:00 +0000

Airbnb’s customer service is godawful. I do believe that some of the customer service reps I’ve spoken to have tried to help but there is some black and white manager overseeing what should be “do the right thing to keep customers” who shouldn’t be there. They promised full refunds but deliver travel credit vouchers (the original host sees none of the money). But you can only apply one voucher per rebooked stay. So in the end, you have to calculate each stay to match the canceled stay dollars. It’s a scam and one that does not benefit the hosts at ALL. And of course, Airbnb ‘s response “I’m sorry, these are the rules and we must abide”.

By: Angela Alexander Lloyd

Angela Alexander Lloyd — Sat, 11 Apr 2020 01:28:18 +0000

At the very bottom of the cancellation page is an option to apply for a full refund. You have to explain why you are applying of this in 200 words and supply evidence ( yes absolutely this is a pain in the arse, but worth it if you can get your cash back) All my guests who have gone through this process have got their money back. Take a deep breath and either call them back rather than waste your energy on here.

By: Dimitri Degrenis

Dimitri Degrenis — Fri, 10 Apr 2020 15:38:11 +0000

Absolutely crazy,
Thanks for the comments guys.
I may try calling them one more time and if not resolved will certainly be contacting my credit card company to get my money back.
Which I heard would possibly put a ban on my Airbnb account also?

Such a shame, I really liked a lot of the amazing & affordable places they had on there but what a poor excuse of a company. I hope someone picks up the pieces and replaces them.

By: MJL

MJL — Thu, 09 Apr 2020 19:53:52 +0000

Sadly this is the way many call centres work. Often they have large displays in front of a team, and each member is given so many minutes to complete an incoming call. After that it counts against them on appraisals. If they put you on hold, it doesn’t count and they can probably take another call. They hope you just get bored and disconnect.

When queues of calls requiring escalation get too big, they are summarily deleted. That’s why you never get a call-back.

That doesn’t mean you have to accept this – put your business elsewhere, with an organisation that operates more professionally.

By: Suzanne

Suzanne — Thu, 09 Apr 2020 18:42:29 +0000

I checked with our Guest when Airbnb told us we had to give back the money they already paid us since the cancellation was well before the Corona Virus issues. The Guest said ONLY the service fees were credited as a future stay. NOT the actual cost which was taken back from us, the HOST as Airbnb stated to give the guest the full refund. So the Guest did not get the money and the Host did not get the money…mmmmm I wonder who kept the actual money paid…..Oh yes, Airbnb!

By: Twan

Twan — Thu, 09 Apr 2020 18:29:09 +0000

Something similar happened to me! Well, I chose the extenuating circumstances to get a refund because my travel dates fell right within their current policy. I called again and again and again, spoke to at least five different managers and still no refund. They literally refuse to give me a refund that I AM ENTITLED TO! So, what’s the next thing you can do? Call up your credit card company and dispute the charges because under the law you are entitled to a full cash refund based on their policy. The credit card company will get your money back for you and personally I would boycott Airbnb for future travel and use other apps or book through a hotel. At this point I wish I went through a hotel and not Airbnb because most hotels give an option to cancel and receive a full cash refund under certain policies such as spending 20 dollars more for the option to cancel and when you do cancel through the hotel they do not ask a million questions on why you need the money more than a BILLION dollar company does. I hope Airbnb goes bankrupt after this.

By: maira

maira — Thu, 09 Apr 2020 18:15:14 +0000

I lost all my bookings as a host too, I undertand the crisis but my decision was not sought. I was promised 25% off the bookings lost and as a single mother with this my sole income, was destitute. I have not received the 2600$ income from march lost and neither the 25% offered. I think the money is banked somewhere between host and guest I guess. airbnb corporate investment?