Unfortunately, this is my first and last time booking with Airbnb, due to terrible customer service and criminal practices against consumers. The fact that there is a website created to voice complaints says a lot about a company. I just wish I had seen this website prior to booking.
I booked my reservation on February 9, which met their March 14, 2020 “booked on or before” requirement. I paid my down payment. My check-in was April 10, checking out April 13.
On March 11, the World Health Organization declared a global pandemic and our trip was canceled. I canceled my reservation on March 12 on their website with my host. I was told then my host was covered and I would receive a partial refund. I clicked on the link to get my refund because something is better than nothing.
I never received my refund and when I followed up, I was told they decided my reservation does not meet the COVID-19 Extenuating Circumstances. When I called Airbnb they could not tell me the exact reason. The reasons kept changing, and they put me on hold most of the conversation.
The initial reason they gave was that I did not cancel with Airbnb. I told him I canceled on their website and when I pressed for him to show me where it is posted on their website that I need to contact someone other than the host and trip reservation on the Airbnb website he put me on hold for ten minutes, never giving me the location, just the COVID-19 Extenuating Circumstances.
Next I was told the host was paid out and declined my refund. I am reading the hosts are not getting paid and have a class action lawsuit against Airbnb, so I’m not sure I believe that. Finally I was told I waited too long to reach out to the Resolution Center about a refund, which was only two and a half weeks.
In summary, initially I was told due to my host’s cancellation policy I would get a refund. Then when I got back on the website after not receiving the refund, and tried to request the refund again. After no payment was sent again, I reached out to the Resolution Center. Since then several of my communications with my host were deleted and I was not allowed to request a refund any longer. Now I am given the run around with several fluff excuses that you cannot validate when asked for specifics. When I told Airbnb most companies during this unprecedented time are giving a monetary refund or equal voucher for another stay, they said nothing.
I realize the impact this has on businesses and Airbnb is doing everything they can to keep money in their pockets, but they are taking advantage of both guests and hosts. However, in the end, a business that takes a customer’s money for a service they don’t provide or offer anything in return is criminal. At this time, I will be happy to join a class-action lawsuit against Airbnb.