Comments on: Disappointed Airbnb Guest in the Time of COVID

By: KAY ELLEN HOUGHTALING

KAY ELLEN HOUGHTALING — Sun, 24 May 2020 19:32:19 +0000

They are keeping my service fee in times of a world pandemic, when the host promised me a full refund in case I had to cancel??? Bad business; will not use in the future if they do not refund my full amount. Gone are the days when I reserve a place months in advance.

By: Lauren J

Lauren J — Thu, 21 May 2020 22:00:05 +0000

In reply to Karyn Ingold.

Karyn me and my friends are in the same boat for ready to go to media … we were charged $8400 for a trip planned 6/4-6/9 however we are no longer able to fly during this time due to Southwest Airlines cancelling our flight … they basically said well book through another airline… some of us are no longer working so minimal income unable to purchase another airline ticket … two of the other girls daughters graduation dates were pushed back now interfering with the dates we were scheduled to go… this is just unbelievable to me!! They offered 50% refund, that is them keeping $4200

By: Connell Davids

Connell Davids — Mon, 18 May 2020 12:21:01 +0000

I have also responded to the relief package but for a month now I am still trying to contact SOMEONE who would answer my inquiry. Only after discovering AirbnbHell did I manage to get a contact number. I will see what happens hereafter. Good luck to you all
(South African host)

By: Maryann Schultz

Maryann Schultz — Sun, 17 May 2020 20:56:03 +0000

They won’t refund our money either. We have a trip coming up in June and it is now within the limits of their Covid-19 cancellation policy. But all they all give us is $10 out of $1800. This is my first and last time to go through airbnb. I had heard all sorts of good things previously so I thought “why not?” Well now I know the why not.

By: Stephen Edwards

Stephen Edwards — Fri, 15 May 2020 12:51:01 +0000

I to have found AirBNB to be very hard to deal with. They act in blatant disregard for their published policies and encourage their operators to be dishonest. If you challenge they simply shut down the thread frustrating any attempt to follow up. I have a lot of vouchers due to Covid-19 cancellations that I can only use for AirBNB online experiences which appear to be vastly over priced and dull.
I too think there needs to be a media led campaign to embarrass them into providing some customer service.

By: Karyn Ingold

Karyn Ingold — Thu, 14 May 2020 11:34:46 +0000

I am having the same problem at the moment.
My booking is for August, in USA from Australia. The host was totally understanding, but Airbnb are holding nearly $1000 of a $3,700 deposit. There will be no travel allowed but Airbnb don’t view that as extenuating circumstances.
I am waiting on a call from a Case Manager.
I am ready to go to the media!

By: James McLeod

James McLeod — Wed, 13 May 2020 19:18:16 +0000

Airbnb lies blatantly. Their Covid policy is for PR and their practice (retaining deposits contrary to their published policy) is for cash flow. Highly unethical operators, including use of a closed, structured communication system that restricts customer access to senior management. The only practical remedy is not to use them in future.