Cancellation for Employee Working on COVID-19 Response

VRBO

Airbnb claims to be compassionate and supportive of people impacted by COVID-19 but my situation is quite the opposite. One of my staff was scheduled to attend the CSTE conference at the end of June in Seattle. However, she was pulled into the public health response to COVID-19 in our county.

We have been fighting with Airbnb for months about this and it’s still not resolved. All over $400+ dollars. Not only have there been numerous communications with Airbnb where they have refused to refund the money but my organization has also spent considerable time trying to resolve the situation. It’s spread like wildfire in our organization and we will no longer be using Airbnb for work and for personal travel.

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Host and Airbnb Contradicting Each Other

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I booked a five-month reservation with a Superhost through Airbnb. After 24 days, I cancelled the reservation for multiple reasons: the dirty TP in the bathroom; my food being eaten; and when the host said one of his employees had been exposed to someone with the virus.

The host said there was a 30-day cancellation penalty, which would be about $1100. Airbnb says that the amount of the remainder of four months’ time cut in half is how their system calculated the cancellation, for roughly a $3200 cancelation penalty.

I messaged the host who said, and I quote, “Again: you are not responsible for any cancellation fee. If they try to pay it, we will refuse it.”

After two months of trying to get Airbnb to respond to my calls the host is now saying they are charging a cancellation fee. This comes down to the host directly lying to me and to Airbnb. Airbnb refuses to even read what the host says or respond to me.

Thankfully I have had legal advice that said to save all messages and if Airbnb tries to do anything, I am completely covered. Airbnb says the original case manager is no longer with the company, and a new one is assigned but still not responding.

I have reached out over a dozen times over the past two months and still am being ignored. A representative the other day said that when a case is opened it could not be closed without a resolution. The helpbot closed my case the other day, after two months of being open and no resolution.

Not a good place to stay and Airbnb is hiding reviews on them so they can remain a Superhost.

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Unable to Get a Full Refund Due to Airbnb Policy

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Airbnb customer service was unable to approve or give out a 100% refund due to me cancelling the reservation before their policy updates on April 1, 2020. I made the cancellation at the beginning of March due to the coronavirus pandemic. Now my country Malaysia has to prolong the country lockdown until June 9. Airbnb said my criteria met their policy, but because I cancelled the reservation and got a 50% refund before April 1, I’m not eligible for the 100% refund.

It’s not right; it’s not logical. This policy should be amended, and not be biased.

VRBO

Coronavirus Refunds in Short Supply with Airbnb

I had a really bad experience with Airbnb. In January 2020 I booked a reservation for August 2020 in Croatia. As I am 57, on April 5 I decided to cancel the reservation because I was afraid that I couldn’t travel and because I was afraid about COVID-19 as well. I am about to lose my job as well. It has been two months since I have received any wages. Because of COVID-19 I did not want to but I had to cancel. I paid 460€ but I got back just 168€. That’s a shame because I cancelled but it was not my fault.

Airbnb Refuses to Give Refund due to COVID-19

I am a relatively new guest to Airbnb. I booked my second trip to Cape Town to give my family a holiday that they never could afford themselves. Excited, I made a booking on January 22 for a home from April 18-25. Some of my family members live in Ireland and South Africa. I live in Dubai.

Our borders and flights were already shut down in March due to COVID-19. I received an email March 14 from Airbnb stating I could cancel my holiday and receive a full refund. I then contacted my host via email on March 18 and requested a cancellation.

Not hearing anything from the host for four days, I got worried and cancelled my booking on the website on March 22, with the reason being COVID-19. Airbnb gave me a 40% refund and a lousy voucher.

I have been battling with Airbnb staff who have no authority and can’t help me with a full refund which I’m honestly entitled to. Case managers answering emails for Airbnb haven’t approved the Extenuating Circumstances Policy for my booking dates when my booking was cancelled.

This is total fraud and they would rather steal my money than just pay back a honest client. I also requested a refund with the resolution centre and directly with the host. It’s been days now and he has totally brushed me off. I am so disappointed with Airbnb to say the least.

Missed an Airbnb COVID-19 Refund by Six Hours

blankIt was a complete nightmare trying to get this COVID-19 refund. Our check in was March 13th and California issued a state of emergency on March 4th while the WHO declare it global pandemic on March 11th. I canceled on March 12th and only received 50% of my money back.

Airbnb’s extenuating circumstances state that any reservations made on or before March 14th were covered under the extenuating circumstances for COVID-19 blanket. They are now claiming it would only be covered if I had cancelled on March 14th (a day after my check in?).

My check in time was 6:00 PM Friday, March 13th, six hours before the 14th. I even would understand if they won’t give me the money for the night of the 13th but they are refusing all of it which makes no sense; they wrote the publication and nowhere does it state they will only cover a refund if a reservation is cancelled on or after March 14th.

Yet their publication on March 13th said “any reservations before March 13th through April 1st are covered!” They then went and changed their policy on March 30th to “any reservations made before March 14th through May 31st with check in dates on or after March 14th are covered.”

Don’t get me wrong: I’m really glad they extended the time frame for people but I’m sure there are a handful of people that fall into a tiny crack like me with check in dates of March 13th.

Sour from Airbnb Cancellation Gone Wrong

I have been online and on the phone with Airbnb all day. I cancelled a cottage I rent every summer at the same time I annually attend a workshop at a college. The college cancelled all workshops last Friday. I canceled my Airbnb on Saturday.

My agreement stated I could have a full refund by June 28: “After 3:00 PM July 7, full refund minus service fee.” So 80 days out from July 7, Airbnb is keeping a service fee of $97.78 for what the case manager basically said, tough luck. That’s the the agreement I made when I hit the ‘reserve’ last July 2019. Greedy.

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Airbnb Punishes COVID-19’s Most Vulnerable

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My mum booked the whole family a weekend away for May and paid half of the cost of the accommodation up front. On March 16, the UK Government announced that all over 70s and anyone with an underlying health condition should self-isolate due to COVID-19. This was quickly followed by a further announcement on March 20 for a full lockdown of the country.

As three of our party are considered part of the vulnerable group (my mum included), we decided to cancel our booking. We made it clear that this was a COVID-19 cancellation and the host stated that he understood our position. My mum received a notification on her account stating that she would receive a refund of £240. All good – we were happy because this is all we had paid so far so would be getting a full refund.

After we didn’t receive the funds my mum got in contact with Airbnb. It turned out that this £240 was a refund of the whole cost of accommodation and not what we had paid so far, in short, we would get nothing back. Of course we questioned this as we believed we qualified for a COVID-19 refund but apparently we cancelled ‘too early’ despite our reacting to government guidelines.

What’s worse is we could have applied for a refund under the Extenuating Circumstances policy but because our position wasn’t made clear for sometime, the 14-day appeal period had long since expired. Airbnb told us we would need to rely on our host to give us a refund, which he, of course, refused. Turns out he’s not so understanding after all.

We made this cancellation in good faith that we were covered under the COVID-19 policy (our date is included in it now) but because of the miscommunication and not only confusing but ever changing policies we are to lose our money. An example of Airbnb penalising those who fall in the vulnerable category but outside their policies. Shady to say the least.

Our host has now ghosted us as we tried to appeal to his better nature. Obviously we will be getting my friends and family on TripAdvisor to give him the review he deserves.

COVID-19 Airbnb Cancellation not Refunded

I have never experienced customer service as terrible as this. I had a house booked in a couple weeks just outside the full cash refund bracket but that was fine; I was still entitled to a full credit refund which I could use in a future trip.

When I had realized the current state of emergency wasn’t getting any better, cancelling the Airbnb booking was a must. I went through the app to cancel and was shown two options. The first was a “receive a $0 refund from host” as it had surpassed her cancellation date, and the other option was “receive $320 travel credit for next trip.”

Part of this was my mistake, as I didn’t realize I needed to select an option. I had thought it was giving me the details of my refund rather than giving me the two options I had. As far I remember I don’t think there was anything that said I needed to select an option either.

Straight after that I had contacted Airbnb, first through messages and then a call. I was on hold for about 50 minutes, which is understandable during this period. Once I got through I explained my details to a very uninterested lady. She asked if I was looking for a full refund to my credit card, I said I was more than happy to accept travel credit.

I explained I think I had accidentally selected the wrong option as I didn’t see any travel voucher/credit to my account after that cancellation. She had told me she didn’t have the power to do the refund and that she’d speak to someone higher up and contact me later.

One week later, I hadn’t heard anything back. I sent them another message in case she had forgot. At that point I decided to call back, this time with a different person. I explained the whole situation again, and told him I had been waiting to be contacted by Airbnb. I asked if he could help me but once again he said he could not but will speak to somebody that can.

He then sent me a message after the call and said: “Thanks your patience, somebody will get in contact with you within 24 hours to resolve your issue.”

Six days later… nothing. So now I’m wondering if they’re going to refund my money or just tell me there’s nothing they can do as it is my fault for selecting the wrong option. Is it common for these guys not to contact you when they have promised or do they just try getting out of giving your money back?

Unilateral Change of my Cancellation Policy by Airbnb

Airbnb has overridden host cancellation policies in response to the coronavirus outbreak. This allows guests to cancel at any time without any penalty and without any justification. I have just had a cancellation for £2500 with just three days’ notice and there is nothing I can do about it. I was not consulted and the guest did not have to provide any proof or justification about the virus. Guests have travel insurance for genuine cases but hosts have no fallback provision. Airbnb does not care about their hosts. They bite the hand that feeds them.