Airbnb Host Refusing to Refund Seattle Deposit

VRBO

I filed a complaint with the BBB requesting assistance in getting a full refund ($520.74) for an Airbnb booked with a host in Seattle for July 25th and July 26th, 2020, due to canceled travel plans, directly relating to COVID-19.

The rental was described as a “downtown designer’s condo with amazing courtyard view, free parking, hot tub, pool (99 walk score).” I initiated a full refund request with the host through the Airbnb message service on March 25, 2020.

On March 26, the host stated I needed to contact Airbnb directly, which I also did that day. Airbnb customer service informed me that it would be up to the host since our travel was before the April 14 deadline that Airbnb had imposed (with the federal government currently requesting quarantine until April 30).

I again wrote to the host on March 26, again requesting a full refund for the $520.74 deposit paid on Feb. 18. I have not heard back from the host since our communication. I did hear from a new Airbnb Resolution Agent on April 1, stating she would look into things further.

On April 4, she informed me that she had not heard from the host and that since my reservation is more than a month away, I should just wait to see if the Airbnb policy covering extenuating circumstances changes, which would then cover rentals after the April 14 deadline they have set.

I am writing to request a resolution and a full refund of $520.74 for a canceled trip and July rental with Airbnb.

VRBO

COVID-19 Double Standards of Airbnb

VRBO

I booked accommodations in Brasilia, Brazil for a longer period, from February 24 to April 20. I am a PhD student and visit Brasilia once a year for my research work.

This time, unfortunately, four weeks into my stay, I had to return to Germany due to the travel advisories from the government. However, Airbnb’s COVID-19 policy doesn’t cover me only because I checked-in before March 14.

The policy is extremely flawed as it would cover me if I had made two separate bookings: one from the end of February to March 13, and another from March 14 to mid-April. Because I made one long booking, I’m not covered.

I definitely learned a lesson. Never book a longer stay with Airbnb. Now due to this policy not helping me, I am at the mercy of my host who has refused to refund me.

The funny part is that the accommodation that I booked was sold by the host to me with certain amenities — gym, pool, and sauna — but all those facilities are closed since March 16 due to COVID-19. The host still kept all the money and is not willing to reduce per night price.

Ironically, someone from the Airbnb support team replied that it was not the host‘s fault that the facilities in the building are closed. It is due to COVID-19 that the host won’t refund me.

Now the host is suddenly entitled to rip me off in the name of the coronavirus even though the host is not willing to accept my situation — canceling due to coronavirus — as an extenuating circumstance. If Airbnb or the host is not willing to refund me on the grounds that I have to cancel due tot the coronavirus, how can they use it as an excuse for not providing me the amenities that I paid for? If I do not get what I paid for, am I not entitled to a refund?

One support team member at Airbnb also told me that the host‘s financial situation doesn’t allow her to refund me. I feel as if I’m not a student but a charity organization who has to provide money to a host in need. So the new development in this coronavirus crisis is that the financial situation of a host entitles them to rob people of their money and Airbnb sides with them.

VRBO

Disappointed with Airbnb During COVID-19 Response

VRBO

I’m very disappointed with Airbnb. As a result of the coronavirus, I was forced to cancel my reservation as everyone is in lockdown. To cancel my reservation using the coronavirus selection for canceling, two choices were provided to me: to have half of the money I already paid for the reservations credited to my credit card; or take a credit for Airbnb with tons of rules to use the Airbnb property another time.

This is unacceptable as they suffer no hardship for the current environment — only the host and guests pay the price. At worse, they should have at least provided me with half of the money back to my credit card and credit for the other half for the next stay using Airbnb.

It is impossible to speak with customer service and their online materials are so confusing and in no way help you to understand the enormous amount of rules and inflexibility. They barely had my business, but no more.

VRBO

Airbnb is Scamming Hosts During this Crisis

I’ve been a host with Airbnb for about seven or eight years. We’ve had our differences but nothing too bad. Mainly, after the first couple of years, getting help from them for a situation was difficult, then they got better, but really, it was for minor things.

I’ve been a Superhost now for a couple of years so I take my role as host very seriously. Well, I had a guest that I was in communication with the whole time and she had to cancel at the last minute because of travel restrictions back in March due to the virus.

As per my cancellation policy (100% if a week, 50% if less than that), I received half of my expected fee and she got her half. Just last week, we get this email with great fanfare from the CEO about how they were putting five million dollars into helping the Airbnb community. I thought that was nice.

I have one guest who is here because he’s working on a job for an essential industry. When I received my payment, Airbnb had deducted my 50% from the cancelled guest and had returned the entire fee to the guest.

I don’t object to that given all the money Airbnb has but to take it from me, who is a small business person who relies on this income and works hard for it  — in Massachusetts we register as small businesses and pay business taxes — seems very unfair, especially because they are giving a false narrative about how they are taking care of the whole “Airbnb” community. Three hundred and fifty dollars is nothing to a corporation like theirs. They should be able to take care of the guest and me.

Trapped in Dirty Airbnb Apartment During Pandemic

I rented an Airbnb apartment in Lima. The description said there were two beds, an air conditioner, pots and pans, microwave, oven, stove, and a washer/dryer. In fact, there was only one bed, no air conditioner, no washer/dryer and no pots and pans. The microwave, oven, and stove didn’t work.

In the pictures there are two couches, and there was only one, which was much smaller. Nothing is like it was the pictures. It’s a totally different apartment. It smelled bad, and was quite old. I talked to the host, and he said that the original apartment was dirty, and not usable (he told this to me via Airbnb messaging). The situation got worse.

I checked out of my hotel because I knew I had an apartment, and now they won’t let me back in (due to coronavirus, it’s really hard to find hotels that accept new people). I was waiting on the phone with Airbnb for almost three hours. When someone finally picked up, she told me that someone else will call me back. Of course I never got a call back.

Now I’m stuck in Lima. Two people in a dirty, smelly, small apartment which has one normal bed for $70 a night (which is expensive for Peruvian standards).

Australian COVID-19 Refund Roundabout

We cancelled an Airbnb booking two weeks into a one-month booking, due to increasingly urgent travel advisories from our (Australian) government. We advised Airbnb twice by email that we were checking out: once on the day before we checked out, and once on the day of checkout. Not good enough apparently.

A week after our return to Australia, and after having repeated Groundhog Day experiences with website requests for a refund, we noted that our booking was still active. It was then that we found the ‘cancel’ procedure on the website. Airbnb said ‘no refund’ because of the host’s refund policy. The host said he couldn’t cancel a booking because of Airbnb’s policy. We believe him.

Trying to move beyond this point on the Airbnb website is an exercise in futility. There is no avenue for engaging in effective communication. We eventually negotiated a refund with our host for 50% of the unused period of our booking.

We accept that Airbnb has had to respond to a global pandemic. Their response seems to be focused on their financial immunity from the pandemic, and not on their guests.

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Airbnb Host from Hell During Pandemic

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We booked through Airbnb for an event in DC that was supposed to happen the weekend of April 16-19. Well, the event was cancelled due to the global pandemic.

Airbnb instituted a policy in which they would provide a full refund to anyone with a check-in date on or before April 14. Since our check-in date was two days after that, it was completely up to the host to approve our refund. She denied it.

We messaged constantly for days on end. She wanted us to put the money we had already given Airbnb for this reservation toward a reservation on another one of her properties that was smaller, had fewer beds, and less space… but cost the same. We of course did not want to do that for the obvious reasons, but also because we were no longer traveling to the area in the near future.

After several phone calls with Airbnb, and several unanswered messages to them, we were told we had to submit documentation that the United States government had warned against travel during our travel dates. When I asked what that documentation had to be, I was told it had to come from, and I quote: “The government website.”

To which I replied, “There is no unitedstatesgovernment.com so you’re going to have to be more specific.” Of course there was no actual answer to that.

We are still in the middle of this battle, having provided documentation for an “extenuating circumstance” and are waiting to hear back if it has been approved. I am attaching a screenshot of the host’s profile so that you can avoid this heartless wench at all costs.

COVID-19 Cancellations due to Government Directive

I booked accommodation for my family travelling to the UK from a few countries. Due to COVID-19 they are all not allowed to travel to the UK (government directive).

I have sent multiple message to Airbnb support through the website around cancelling my booking as the host will not cancel and said I needed to contact Airbnb. It has now been five or six days since I did this but there has been no response yet.

My final payment is due at the beginning of April which means I will be out of pocket for a substantial amount of money. The Airbnb website advice has also not been updated since March 19th. A lot has changed since then but there has been no change to their policies.