Cynical Refund Policy around Father’s Death

I had made a booking at the beginning of August 19th for a room in Amsterdam. Four days before we were to leave for Amsterdam my dad died so we could not go. The long and short of it was we were charged for the booking. I informed the host and Airbnb my father had died and they appeared very sympathetic. The host immediately agreed to give our money back but never did. Airbnb asked for the obituary, which we sent, but nothing happened.

We received about six messages from Airbnb saying they had tried to call but they hadn’t. The email with a reply button had a no-reply email address. No one had ever tried to call. Then I received a message stating they had no details of the trip, so I sent them. The follow up was to send me back into the circle of death of emails stating they had tried to ring, etc. I only managed to find a contact email address through Airbnb Hell. I have seen some cynical things in my time but this one beats all. Very dodgy crowd – be warned.

No Compassion or Trust After Death in the Family

Sadly, due to the father’s death of my niece with whom I was travelling to Paris and staying in an Airbnb apartment, we had to cancel the booking paid for in full in March 2018. The booking was from December 28th, 2018 to December 28th, 2019; therefore five months’ notice was given. Under the resolution information on Airbnb, my niece sent a death certificate and the host was contacted. A refund offer of $24 was given. This was changed to $200 after a few phone calls, but we originally paid $2150.

Now Airbnb is using the excuse the host has refused to give a full refund and then said – to my shock, as her father died in April – that the booking was for December… that’s far away. My interpretation was they were saying that was enough time to get over it. Regardless, the money is needed to cover costs since her father’s death. To be cross examined and passed from staff member to staff member with nobody showing compassion, duty of care, or any sort of kindness and honest business like manners… All I can see is pure greed and Airbnb allowing untrustworthy, unscrupulous, callous, money hungry hosts. I’m dismayed and never will I say a good word about Airbnb.