Coronavirus Causes Hours of Customer Service Wait Time

VRBO

My host will not cancel and told me to go through Airbnb. Their chat is a bot and not a human, so that got me nowhere. I am on hold, but they said “we are experiencing higher than usual call volumes, expect to wait hours” and then started on hold.

Hours? I have never heard that before. I can’t believe they don’t have a away to easily cancel online with this coronavirus stuff. We have a family member with a respiratory illness whose doctor has said not to travel. We need to cancel and can according to their policy, but I need to be able to do it.

I will never book through Airbnb again. I have never had such a problem and it is so stressful.

VRBO

No Refund for State of Emergency in LA

VRBO

On Tuesday evening I decided to spend two days in LA and booked with Airbnb. Wednesday morning, LA County declared a state of emergency. I’m not afraid of the virus, but deliberately going to an area where the state of emergency was declared because of the virus doesn’t make any sense either. I decided to cancel.

Unfortunately, the state of emergency because of the deadly coronavirus is no reason for cancellation and therefore the host doesn’t want to refund my money. I called the customer service on Wednesday early afternoon and they promised a call back from a supervisor.

Now it is Thursday at 11:00 PM (PST) and I called again. This time it was someone who promised a call back from a supervisor. No callback so far. I also filed a claim after I cancelled but I haven’t received any response here either.

VRBO