After a year of lockdowns in Melbourne our two families decided to book a holiday on the Gold Coast. Due to another outbreak, our lockdown has been extended and I approached the host for a refund or a credit.

The host has replied saying there was no refund or credit but I could reschedule. I communicated that due to the current escalation of the lockdown we don’t have a date available and appealed to his good will. I then tried to reschedule four times for available dates on the Airbnb website, and called Airbnb for assistance. That’s when he turned and started threatening me, abusing me over email and declining all rescheduling attempts while bullying us to cancel.

Only later did I learn that he was trying to get the 50% cancellation fee and enough time to rebook the property. I also learned that he works for Gold Coast Tourism and the properties he works for offer flexible terms for customers. He has no empathy for hard working Australian families. SeaWorld and JetStar were very easy to offer credit for future use.

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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.

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