Q Airbnb does not appear to follow its own extenuating circumstances policy for coronavirus refunds. The company refused my refund request for future stays in Madrid and Paris. Both currently fall under Airbnb’s cancellation and refund policy.
Airbnb sent me an email stating after reviewing my reservation details: “We confirm that this reservation does not fall under our special situation policy for the novel outbreak of coronary pneumonia.”
Airbnb also included a link to the policy, which confirmed that reservations for stays made on or before March 14, with a check-in date between March 14 and May 31, can be canceled before check-in. Airbnb offered a travel credit or full cash refund option.
I want a full cash refund. Can you help me?
KIMBERLY CONG, Mill Creek, Washington.
A. Here we go again. Last week I helped Elena Lopez, who had a similar problem. You’d think Airbnb would pull itself together. But no, that’s not the case.
Airbnb’s “extenuating circumstances” policy is straightforward and unambiguous. If you made your reservation before March 14 for a stay that begins anytime on or before May 31, you can cancel the reservation and get a full refund or travel credit if you are affected by COVID-19 and you can’t travel.
You can view the full policy on the Airbnb site.
As I mentioned last week, Airbnb has requested copies of government warnings regarding your cancellation. So, to request a refund, you will need to complete the form with a link to the appropriate government advisory, such as the US State Department’s recent “Level 4” advisory to stay home.
I’m starting to believe that Airbnb’s refund form was designed to generate the maximum number of rejections. Just like our reader last week, you failed to include the correct documentation (a link to this “Level 4” notice).
If it had dragged on, you could have reached out to one of Airbnb’s executive contacts, which I list on my consumer advocacy site, Elliott.org.
I recommend that you resubmit your request with the correct link. You did it. A few days later, Airbnb refunded your money.
If you need help with a coronavirus-related refund, please contact me. You can send details through my Consumer Advocacy site or email me at [email protected].
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