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.

Refund or Credit? Make up your Mind, Airbnb

On March 5, I made a reservation to go to Prince Edward Island using Airbnb for mid-May. In April, my conference was canceled, and in fact the province was closed to non-residents so I could not even enter the jurisdiction to use my Airbnb reservation if I wanted to.

When I went to the Airbnb site to cancel, I was offered a choice between a 50% refund or 100% credit at that time. I did not know that that was out of step with their COVID-19 policy which should’ve offered me a 100% refund on April 16 when I was trying to cancel. Because they were incorrectly offering me a 50% refund, I clicked on the “100% credit” button.

Later on, they sent me a notice saying that they were giving me a 100% refund and not a credit. The refund never showed up on my credit card. It’s been almost a month and I’m trying to track it down. First their chat function told me that I should take it up with my bank and then stopped responding. Then I noticed their own records changed from showing a refund to showing a totally non-refundable cancellation.

I called the toll-free number that I got through Airbnb Hell and spoke to an actual person who sounded nice but said that my account was “blocked” and that I could only have a credit not a refund because I had clicked on the refund button. I explained the situation of having only been offered a 50% refund which is why I clicked on the other button. Under their own policy, I would’ve been entitled to a 100% refund which is what I know I wanted.

The customer service agent asked me if I had taken a screenshot of the page where I was given the choice of 50% refund or a hundred percent credit. I said no but I was not making that up. She then lectured me that I should have taken a screenshot or called Airbnb on the spot when I was confronted with that choice instead of trying to rectify it now.

Basically they tricked me into clicking on a button for a credit instead of giving me the option for a proper full refund in accordance with their own policies, and now are blaming me for making this all up… or that I didn’t contact customer service early enough. I’m tearing my hair out and I really don’t ever want to use Airbnb again. For the moment, they have hundreds of dollars of my money.

Coronavirus Refunds in Short Supply with Airbnb

I had a really bad experience with Airbnb. In January 2020 I booked a reservation for August 2020 in Croatia. As I am 57, on April 5 I decided to cancel the reservation because I was afraid that I couldn’t travel and because I was afraid about COVID-19 as well. I am about to lose my job as well. It has been two months since I have received any wages. Because of COVID-19 I did not want to but I had to cancel. I paid 460€ but I got back just 168€. That’s a shame because I cancelled but it was not my fault.

First and Last Time with Airbnb, Never Again

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Our family trip was scheduled for June 15-19, 2020 in Orlando. We live in Michigan, the third highest in deaths and sixth highest in COVID cases with the most aggressive stay-at-home order.

On April 26, I saw an announcement on the Airbnb website stating hosts could cancel all 2020 trips booked before March 15 and cancel by April 30. I confirmed with Airbnb that all 2020 trips canceled before April 30 could be cancelled with a full refund with no penalties to the guest and host. I have two confirmations of the conversation.

Again, I confirmed with Airbnb that no penalty would be charged to hosts and guests for a full refund. They told me to cancel with the host. The host said to submit the cancellation, and he would override the normal refund for a full refund. This was completed by the host, except the refund was missing $237.10.

I contacted Airbnb and it was more hellish than prior interactions. Long story short, despite confirmations to cancel without penalty and provide a full refund, Airbnb has refused to refund the difference for its operations.

Airbnb Refuses to Give Refund due to COVID-19

I am a relatively new guest to Airbnb. I booked my second trip to Cape Town to give my family a holiday that they never could afford themselves. Excited, I made a booking on January 22 for a home from April 18-25. Some of my family members live in Ireland and South Africa. I live in Dubai.

Our borders and flights were already shut down in March due to COVID-19. I received an email March 14 from Airbnb stating I could cancel my holiday and receive a full refund. I then contacted my host via email on March 18 and requested a cancellation.

Not hearing anything from the host for four days, I got worried and cancelled my booking on the website on March 22, with the reason being COVID-19. Airbnb gave me a 40% refund and a lousy voucher.

I have been battling with Airbnb staff who have no authority and can’t help me with a full refund which I’m honestly entitled to. Case managers answering emails for Airbnb haven’t approved the Extenuating Circumstances Policy for my booking dates when my booking was cancelled.

This is total fraud and they would rather steal my money than just pay back a honest client. I also requested a refund with the resolution centre and directly with the host. It’s been days now and he has totally brushed me off. I am so disappointed with Airbnb to say the least.

Missed an Airbnb COVID-19 Refund by Six Hours

blankIt was a complete nightmare trying to get this COVID-19 refund. Our check in was March 13th and California issued a state of emergency on March 4th while the WHO declare it global pandemic on March 11th. I canceled on March 12th and only received 50% of my money back.

Airbnb’s extenuating circumstances state that any reservations made on or before March 14th were covered under the extenuating circumstances for COVID-19 blanket. They are now claiming it would only be covered if I had cancelled on March 14th (a day after my check in?).

My check in time was 6:00 PM Friday, March 13th, six hours before the 14th. I even would understand if they won’t give me the money for the night of the 13th but they are refusing all of it which makes no sense; they wrote the publication and nowhere does it state they will only cover a refund if a reservation is cancelled on or after March 14th.

Yet their publication on March 13th said “any reservations before March 13th through April 1st are covered!” They then went and changed their policy on March 30th to “any reservations made before March 14th through May 31st with check in dates on or after March 14th are covered.”

Don’t get me wrong: I’m really glad they extended the time frame for people but I’m sure there are a handful of people that fall into a tiny crack like me with check in dates of March 13th.

Airbnb Refuses to Refund First Responders

We had a group of first responders planning to stay at an Airbnb for three days in April. During this time, the COVID-19 virus had made its way to Southern California. We have been transporting symptomatic patients everyday and many of our paramedics/firefighters have been contracting the virus. This virus has the possibility to be asymptomatic and our fear was coming in contact with civilians that could suffer life-threatening symptoms.

I reached out to the host explaining how it was best if we cancelled. Our host had the ability to give a full refund and said he was on board. Immediately after I canceled, he went back on his word and kept the money.

A few days later, Airbnb released extenuating circumstances for a full refund for customers that fell within certain dates. Although my dates were included, I had already cancelled; they refused the refund. I tried to explain the situation I had with my host.

I received very generic and automated responses from customer support denying any help. I am very disheartened about how Airbnb customer support has handled this situation. This has cost me a lot of money and I don’t see my myself ever using their services again. To all that are reading this: stay safe during this tough time.

Getting Refund from Airbnb Employee like Talking to a Robot

I had to return from Cozumel because of a family illness on March 29. I had scheduled a week-long stay at an Airbnb on March 28. My hotel was closing. My stay was supposed to be from March 29 through April 5.

I contacted the host as soon as I reserved my flight back to the states. The host was very courteous. I explained that I would like to return as soon as Cozumel tourism resumes. Airbnb deleted all my contact information with my host so I’m unable to return to the unit I paid for nor will they refund my stay.

My last message from the customer service robot was I needed to contact the host… which is impossible since Airbnb has blocked any contact information. I’ve contacted my credit card company.

Sick of Greedy Airbnb Hosts

I’m trying to get a partial refund from our host as we unfortunately had to cancel our trip due to COVID-19. Her cancellation policy is strict but a tiny bit of compassion and flexibility would be so welcome these days. Times are tough for everyone — I get this — but the host (who is a real estate agent by the way) is ignoring our emails which I find extremely frustrating.

Airbnb has tried to help but with no success. I have never reported a listing or complained about anybody online but I find the greedy attitude of this Airbnb host baffling and frankly I am sick of these sort of people. We are shutting down our account and will be looking at more ethical travel options. If you are travelling to Inverness, Scotland spend your travel money wisely and stay away from this host.