Airbnb’s Dishonesty Over COVID-19 Cancellation

In February I booked a house in Manly Sydney for two couples from within Australia and New Zealand. Then came COVID-19 and with border closures flights were cancelled and borders closed.

I contacted the owner and was told cancelling would not be a problem and I would get a refund. I duly did so and it read that I would receive AUD 450.00 which was slightly less than I had paid. Then I received a email from Airbnb informing me that I would get no money as company policy was since I hadn’t paid in full, there would be no refund. I asked about a voucher but the answer was no.

Their blurb said if COVID-19 was the reason for cancelling and a booking had been made prior to shutdown then they would refund but actually that’s a lie. A lot of messaging between myself, the owner and the company was a waste of time. The owner blocked any communication and then Airbnb stated that due to COVID-19, property owners were struggling with their own debt hence the reason for no payment. They too refused to accept any further communication. The host did say that any reimbursement was out of his hands as Airbnb didn’t pay him until the date of the booking.

It is saddening that this company can take money from people and not return it when it’s a genuine reason for cancellation. The airline returned the full cost of tickets without even requesting the same but Airbnb is cheating us of our funds.

Airbnb has lost me as a user and I’ll stay with other honest short-term holiday rental companies that have been reliable in the past. I only used this one as it was exactly what we wanted and located where we wanted but I’ll look elsewhere and trust the company of choice. Use Airbnb at your peril but never again for me.

Cancellation for Employee Working on COVID-19 Response

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.

Airbnb Hung up When I Asked for a Refund

My daughter and her friend were going to go to Santorini and I paid for the reservation. We fit right into the COVID-19 extenuating circumstances policy with all of the dates. I tried to get a refund through AMEX because I could not get through to Airbnb in early April.

I tried again today but could not get through. I called this afternoon. I had tried through my daughter’s account to find the cancellation button but could not. There was a 45-minute wait. I asked the rep if should could refund the amount. She would not give me a simple yes/no answer.

I asked for a manager per this site. She said I had to be verified. Then she said I had to go through my daughter’s account. I told her I wanted a manager as I had paid for the trip. She said she would need to hangup on me. I again asked for a manager as I had the reservation number dates, etc. She hung up on me. That is not customer service.

I went back online and found the cancellation button. The only option was a refund on half or full travel credit. Never again. Airbnb is the worst. This is our second horror story.

Being told ‘No matter what, I cannot get my money back‘

We are four senior women (over 70) who booked a friend’s vacation back on January 29 for travel beginning on May 11. We paid in full, looking forward to the vacation. Then COVID-19 hit. We contacted the host and explained we were concerned: two ladies had frail husbands and one lady had respiratory problems. We contacted the hosts on March 31 to express our concerns and ask about our options.

The hosts were very understanding but asked that we waited until at least May 1 to cancel. We agreed, but on April 20 we received an email from Airbnb talking about possibility of getting a 100% refund due to COVID-19.

At that point we reached out to the hosts, who said to try and cancel using the Airbnb website. I did but could not find a way to get a 100% refund. It said I would get a little more than 50% back or I could accept a travel voucher for 100%. We opted for this, because we did not believe we could get our money back.

I talked again with the hosts, who said they were going to try and help. When they got back to me, because I had accepted the travel voucher, they didn’t think there was anything they could do to help.

Since then, we have spoken with several hosts who indicated they were refunding their customers 100% of their money without documentation, and I needed to pursue this by calling Airbnb. They gave me a number to call. I called on May 7, explained the situation, was told my case was being escalated to case management and I would get a call back.

I did not get a call back. We pursued calling Airbnb again, explained our situation again, and again we were told we would get a call back. Again nothing… we called back again, waited on hold about 1.5 hours then was told over and over again that they were sorry , but there was nothing they could do.

There was no one that could help me get my money back. Because I had agreed to take a voucher then I could not get my money. I find the entire refund policy unacceptable. I will not be paying Airbnb ever again to stay at one of their properties. I will make sure everyone I know also hears the same story. Shame on Airbnb for stealing some people’s money. How dare they accept stimulus loan money.

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.

Airbnb Refused to Give Full Cash Refund

Airbnb’s COVID-19 cancellation policy says I will be offered a full cash refund, as my situation fits the criteria. I am eligible for a full cash refund. Was I offered a full cash refund? No.

I was offered less than half my money as a cash refund, or I could accept a credit of the full amount. As I was confident Airbnb would fix this error, I took the credit. I was living in a dream world. They have all been rude, dismissive, disdainful, from the juniors to the ‘senior’ consultants. One was decent enough to tell me the truth, but did nothing.

They have completely ignored the topic that the system made a mistake to not to offer a full cash refund. They say they will never give me the full cash refund. They have the gall to quote the policy to me saying that I took the credit, so I should shut up and crawl back under a rock.

The next indignity is that someone fraudulently used my credit. Who or how they used my credit, I don’t know. There were no apologies, just a new credit reinstated, but not the full value. They decide to ‘round down’ the credit amount.

Isn’t that theft, to take money off someone without their permission? Yes, they let someone steal my money, then they stole some of my money. Unbelievable. How do they feel about it all?

I asked the ‘senior’ consultant to ring me. He completely ignored me, and sent me one of the endless generic emails saying the same thing as the last fifty emails. Thankfully it didn’t contain the ‘slap-in-the-face line,’ that they will now close the case as they feel it has been dealt with sufficiently. They sent that one to me one too many times.

I have asked the NSW Fair Trading department to help. They are kind and supportive. As yet we have had no success in getting Airbnb to abide by their own policy. They have shown themselves to be incompetent, but worse than that, dishonest and completely dismissive and disrespectful of their customers’ feelings and rights.

The true test of customer service is how the company responds when things go wrong. When things go well it all looks good, but my situation has tested these people and they fail in so, so many ways.

I am sorry to all the lovely hosts who have made our Airbnb stays so memorable. You make Airbnb look good, but it is rotten to the core. There are plenty of other accommodation websites that offer the same style of accommodation and service. I hope you will all join me there, and we can again enjoy our carefree holiday travels.

Not Happy About Airbnb’s Cancellation Policy

My son was due to be married in NY in August. I had paid $3800 to secure an Airbnb accommodation. I am in Australia. The wedding has been postponed for one year and travel is not allowed.

The host has been lovely. However, as I cancelled, Airbnb is holding $901 in fees. They say this is fair, as my cancellation is not covered by extenuating circumstances. The host is also angry, but it doesn’t seem to matter. I regret not asking her to cancel the booking as I feel perhaps I would have been better situated? Message after message, case manager, phone call but no refund from Airbnb. I am devastated.

Any suggestions?

COVID Refund Nightmare Over France Airbnb Cancellation

My family of four was supposed to travel to France at the end of June. Clearly with the state of things we can’t go. I cancelled the reservation.

On my host’s page, it clearly says that I am entitled to a 50% refund minus the Airbnb service charges. When I talked to Airbnb, they told me that the host had refused the refund due to her “strict policies”. The host told me (albeit with a language barrier) that it was Airbnb. I also received a message after cancellation stating the amount I was to receive back. I have verified this with a lawyer in my family.

Now Airbnb won’t answer my messages and I am totally stuck. There’s no way that anyone will be travelling to France anytime soon, but I am so angry that I want my money back on principle. We even offered to take a full credit to use another time but they refused that as well. The blame game going on is astounding. This is the worst customer service I have ever received, and we are both in the hospitality industry so know a thing or two about this.

Any suggestions?

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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.

Disappointed Airbnb Guest in the Time of COVID

We booked our family holiday with a $4000 deposit. We talked to our host. Under his policy, he wouldn’t give us a refund or travel credit.

As our borders closed, we contacted Airbnb. We saw on the company’s social media on March 19 that guests would be compensated. After emails back and forth to Airbnb and phone calls we had no luck with my refund or travel credit.

We kept stating we booked in August 2019 and our travel was for May 11, 2020. We followed social media and websites stating this policy was extended until May 31. Again, we were asking where our deposit was. Airbnb staff said they would give our deposit to the host 24 hours after check in. I then questioned why are you going to do that? Airbnb seemed to be supporting the host.

However, now the host is telling us to cancel our booking. Why would the Airbnb contact centre not give us a manager to speak with? As I continue to read the wording of the COVID cancellation policy, it states guests will get a refund.

Again, I contacted Airbnb with no help except a customer representative stating that they would hold our deposit. Their system will be giving our money to the host and this is out of their control.

I am in tourism. I have worked with other booking channels and never had such a bad experience. As I said, we cancelled our booking as the host told us we would get our money back after the announcement of the COVID-19 policy that changed in regards to refunds. We canceled on March 20. Airbnb put out a statement for refunds on March 19.

I hope this reaches management. It seems that booking.com, Agoda, Expedia are not making money on guests. It was hard enough having to cancel flights and tours then have Airbnb not listen to you and say they’re following policy. Why would Airbnb make a social media announcement to the pubic about refunds but when it comes to getting a refund tell is a different story?

I work as a tourism ambassador in New Zealand and I know for sure my company will not be using Airbnb again.