Airbnb again

jeaninthevillage

I booked with Airbnb last October to go to Malta for a month and paid in full.  As soon as I realised that we could not travel I contacted my host and he said that he would not charge anything.  Airbnb said he denied the refund, he said that he had not denied.  I have tried completing the form asking for a refund but my documentation will not attach Our airline has cancelled all flights.  I have sent the documentation via e-mail to Airbnb but only get general emails, nothing specific to my case.  I should be travelling in a weeks time and fear that I have lost all my money.  I do not know how to contact a person at Airbnb. I would be grateful for any advice.

timc1619

They are not exactly covering themselves in glory at the moment. Can you get your host to cancel through Airbnb as opposed to just saying he won't charge anything?

Have you tried ringing them? For UK callers, try 02033 181 111 expect a long wait but worth a try.

Tim

timc1619

just had this through regarding our booking so there is hope.

jeaninthevillage

Thank you timc1619 as I used the telephone number and got through relatively quickly.  The support on the other end was very good and I did get my refund in the end.  Thank you for your support.

mikey4020

timc1619 said:

They are not exactly covering themselves in glory at the moment. Can you get your host to cancel through Airbnb as opposed to just saying he won't charge anything?

Have you tried ringing them? For UK callers, try 02033 181 111 expect a long wait but worth a try.

Tim

Just phoned AirBnB there and after going through various options was connected to an advisor in less than five minutes. She explained the need for documentation for cancellation, I explained that current government guidelines were "indefinite" and the airline had grounded it's fleet indefinitely and wouldn't cancel flights until seven days before. She asked me to say and confirm on the phone that I did not believe I would be able to travel due to current government guidelines being indefinite and airline not cancelling flights and issued a full refund. Received confirmation email to this affect. Might be worth giving them a call...

mikeyB87

I am currently going around in circles trying to get a refund from Airbnb.
My booking was made before 14th March (the key date in their literature) and was due to take place this weekend.
So far, they have give me a credit on my account, but will not give a refund.  They are saying that I need to give them proof of my extenuating circumstance - such as flight cancelations etc.  As this stay is within the UK, I don't have this proof (apparently the gov.uk website does not constitute an extenuating cirumstance).

Is anyone else having problems with them?

From their website:

Summary
Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date between 14 March 2020 and 31 May 2020, are covered by the policy and may be cancelled before check-in. Guests who cancel will have a variety of cancellation and refund options, and hosts can cancel without charge or impact on their Superhost status. Airbnb will either refund or issue travel credit that includes all service fees for covered cancellations. In order to cancel under the policy, you will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance.
The host’s cancellation policy will apply as usual to reservations made after 14 March 2020.
Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and reservations that were already cancelled will not be reconsidered.
If a reservation has already begun (the check-in has passed), this extenuating circumstance does not apply.
Different policies apply for domestic reservations in mainland China and for Luxe or Luxury Retreats reservations.

Which reservations are covered
Reservations made on or before 14 March 2020
Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date between 14 March 2020 and 31 May 2020, may be cancelled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact on their Superhost status, and Airbnb will either refund or issue travel credit in an amount that includes all service fees.

Browntoa

Bumping into merge

Life__Goes__On

The  trip in may is almost certain to be cancelled, the reason the Government hasn't done this is legally they can't
It was going to be a  3 month lockdown  but it was put into law that it has to be reviewed every 3 weeks

If Airbnb state on their website that you are due a  refund and they aren't sticking to it I would make a Section 75 claim on my credit card and summit a copy of their own page and !!!!!! they said they are refunding  but not doing so.
The risk of waiting is that airbnb might change that term  and the place is somehow open.
With an Section 75  it's free and  not all your eggs are in the same basket.

JN20

I am in the same boat (wish there was a boat I take lol!). Booked 30/5 Airbnb Gran Canaria with EasyJet whose fleet are now grounded, but no cancellation until 7 days before 30/5. 2nd payment for Airbnb (£450) due 15/5. Been in convo with Airbnb for days as wanted to have an idea of my situation before I actually jumped in and cancelled with them. Airbnb say we are covered by “extenuating circumstances policy” as booking starts a day before their current cut off date of 31/5, however, they ask these questions:
Let us know why you can’t travel due to COVID-19

Government restrictions prohibit me from leaving my location or going to the destination

I’m sick and my healthcare provider has instructed me not to travel

My means of transportation have been cancelled or closed, making it impossible to travel

I am a healthcare professional being required to work and can’t travel

when I click on Govnt restrictions it asks for this:

Upload supporting documents

Airbnb will review these documents to make sure your request for a refund fits our Extenuating Circumstances Policy.

The documents won’t be shared with your host.

DOCUMENTATION REQUIREMENTS

Government restrictions on travel

• Screenshot of official government site explaining restrictions that prevent travel from your location or to your destination
• Effective dates of the restriction must overlap with your reservation by at least one day
• Excludes travel advisories

Want to skip this process?

If you don’t have the required documentation, you can skip this and get £545.64 travel credit, without waiting for approval.

I have taken screenshots from gov.uk saying do not travel unless essential etc., but the 2nd thing Airbnb ask for is for the dates to overlap by 1 day the date of check in...but there are NO dates on the gov.uk website as they are ongoing!

3rd point says travel advisories not accepted so this is no good off gov.uk  the FCO ADVISES British nationals against all but essential international travel.

Airbnb are really making life difficult, having people jump through hoops to get a refund. I won’t be booking with them in the future that’s for sure.

(Update: Airbnb advised me to “reach out” to the host. I did and she was sympathetic and said I could have a full refund even though she has only a 50% refund policy, but I couldn’t see how tomaction this (& she doesn’t know either!) so I got back in touch with Airbnb and they said “but if you do this you won’t get the £140 service fee back”, after them telling me to “reach out to the host” they now suggest I go down the Extenuating circumstance route, no doubt so they can turn me down and I end up with ZERO 😡