Airbnb

Rhonda10

Hi

I am looking for some advice on how to move forward with this please. My brother was due to get married in july this year. In september 2019 we booked accommodation through Airbnb. A deposit was requested but we decided to pay half the bill at a cost of £430.90. I feel very silly now for doing so. Unfortunately the wedding is now cancelled due to the coronavirus.
As a result I have contacted Airbnb to cancel the accommodation and request a refund. They initially advised that I would get all the money paid back if i could prove the wedding has been cancelled. I thought this was great as i have proof however they have since changed their mind and said that it is up to the host.
The host has been quite difficult. Initially she lied about not holding any of the money. She has made reference during messages to not being able to give everyone their money back. She has made reference to my booking being out with the extenuating circumstances policy and the coronavirus and because we are not due to stay between the 14th March and 31st May she is not obliged to give us any money back.
I have two queries regarding this as she has now stopped communication and has decided to keep the whole £430.90.
Can she do this. I understand that she has a strict cancellation policy. It is normally that customers only get 50% paid back if they cancel. Is there anyway around this given the cancellation is due to the wedding going ahead and the virus circumstances?
Also, she has not even offered a 50% refund. She has simply taken all my money and is advertising the accommodation again for the dates in july.
Any advice is appreciated

Aylesbury_Duck

The wedding is irrelevant to your case with the accommodation because the accommodation was booked separately to the wedding and you could (normally) use the accommodation if the wedding didn't go ahead for another reason.

If the accommodation is still available (presumably it is if it's being re-advertised) then they don't have to refund you your deposit if it's you who's cancelled.  I don't know what the terms are when it comes to deposits but if they re-let the accommodation, they shouldn't hold onto more than it reasonably cost them in expense to cancel your booking and re-advertise.

johnws1963

Hi,
My first step would be to go to the online AirBnB help centre & read through their advice on cancellations due to CVD19 & their extenuating circumstances policy. At the moment that policy covers refunds for bookings made before 14th March and check in's from that date up to 31st May. I wouldn't be surprised to see that date extended but obviously it's a waiting game at the moment. You can also log your concerns through the Airbnb dispute resolution process. 
Good Luck!