AirBnB cancellation help needed!

kellyp

We were due to fly to Spain on 21st August and have accommodation booked through Airbnb, which was booked in January prior to the pandemic. After the FCO announcement over the Weekend we have decided it’s unsafe to travel (albeit the FCO guidance could change again before then, but I suspect it won’t). 

I’ve requested a full refund based on the Airbnb extenuating Covid circumstances policy on the website (stating unsafe to travel to Spain based on the FCO advice). I appreciate I’m jumping the gun a little as the owner has 4 days to respond but after 36 hours I have not heard from the owner regarding my cancellation request (I have messaged her separately as well). When reading the Airbnb Covid statements it says I can cancel and get a full refund but when I submit the request to cancel it says it’s up to the owner to agree or not and they have 4 days to decide and if they don’t respond it goes in as a declined request (this all seems contradictory to the Airbnb statement that says you can cancel for a full refund for Covid related reasons). Where do i stand if the owner fails to respond or declines my request as it is against the Airbnb statement?. Also the full balance on the reservation has not yet been paid on the apartment and is due next week, which I do not want to pay it as we’re not going. However if I cancel through the non extenuating circumstances process, then I’m then not entitled to the full refund! Anyone else in this strange position where I feel I’m at the mercy of the Airbnb host despite the Airbnb statement. I don’t know how to proceed if the owner declines the request. Can anyone help?

HopeAndDriftWood

AirBnB had seemed to be doing a pretty good job with this... When did you make your booking? 

kellyp

In January - so well before the pandemic started. In theory I’m covered but I’m not reassured as it seems to be up to the host!

Thrugelmir

What's your hosts cancellation policy? 

kellyp

Its 50% refund up to a week before normally, but this is the link to the airbnb covid 19 statement:
https://www.airbnb.co.uk/help/article/2823/does-the-extenuating-circumstances-policy-apply-to-my-reservation-during-the-covid19-pandemic
However, it seems its upto the host to decide if I qualify or not even though FCO guidance states non essential travel to Spain. I dont know where I go from here.

Thrugelmir

Well your host the majority of the money. Is your host in the UK? 

blindman

kellyp said:

Its 50% refund up to a week before normally, but this is the link to the airbnb covid 19 statement:
https://www.airbnb.co.uk/help/article/2823/does-the-extenuating-circumstances-policy-apply-to-my-reservation-during-the-covid19-pandemic
However, it seems its upto the host to decide if I qualify or not even though FCO guidance states non essential travel to Spain. I dont know where I go from here.

Calm down, it's early days yet.

I had to cancel due to Covid way back in March and the process was a bit fiddly (only just been setup) However I got there in the end with the help of the Airbnb Helpline.
So if you're confused get in touch with them.

Chat worked best when I did it.

kellyp

Thanks. Just get a sneaky feeling the host won’t respond but yes I’m being premature at the moment as still a few days to respond 😊!  I’ll try the chat function if I need to. 

squirrel888

Hi KellyP, we are in virtually exactly the same circumstances as you re a villa booking in Mallorca on 24th august, and so I was wondering whether air b n b have managed to resolve this for you and confirm your refund? I’m concerned because the extenuating circumstances Covid refund option suggests that a government travel advisory (rather than travel prohibition/ban) will not be sufficient! Thanks.

Preface12

Exactly same position here but mine is in the UK. I have symptoms of covid and we've cancelled while waiting for results. Air bnb cancellation says full refund but up to host. Messaged host who's not bothered to reply for the fourth day now. Called Air bnb they need to see Dr's note so will be sending one out to them and see what happens. I honestly think it is wrong to allow host to have a separate refund policy to air bnb. How is that right? Everyone is just trying to cash in the best they can with the current situation. Pathetic 

Thrugelmir

Preface12 said:

I honestly think it is wrong to allow host to have a separate refund policy to air bnb. How is that right? 

If the host has the money then they have the power. Air BNB cannot unilaterally impose terms respectively on the host.  The fragilities of the tech booking model are coming home to roost now.