Our recent change to the guest refund policy

[Catherine-Powell]

Hi Everyone, 

Hosts are the heart and soul of Airbnb. I want you to know we value you, we’re working every day to improve your hosting experience, and we’re listening to you. Recently, we updated our rebooking and refund policy to allow guests up to 72 hours to report travel issues, rather than 24 hours. Let me take you through our thinking as a company to get to this decision. 

As a two-sided marketplace, we are always putting ourselves in the shoes of both Hosts and guests. In this case, guests have been telling us 24 hours wasn’t enough time to reach out for help if something goes wrong. For example, if a guest wasn’t able to check in due to a malfunctioning lock, they may be more focused on getting settled in an alternative location and attending the event they traveled for. We also heard from Hosts that 24 hours often wasn’t enough time to resolve a guest’s concerns. For example, if a guest notified a Host that the air conditioner stopped working, it could take more than a day to contact a repair person and fix it. The 24-hour window was causing guests to feel like they had to cancel early, when more time would have been enough for Hosts to fully address the concern and keep the reservations.

We went through a similar assessment when we considered extending the filing period for Hosts to submit reimbursements requests. As part of AirCover—which includes $1 million in Host damage protection—if guests cause damage, you have 14 days to request reimbursement after they check out, even if other guests have already checked in.

I also want to assure you that we rigorously assess claims from guests in order to help protect you from fraudulent claims. And, we take action to hold guests accountable for those types of violations of our Community Standards. If a Host disagrees with our determination about a guest report, they may contest our decision and if after reviewing evidence provided by the Host, we agree with that Host, they will receive their payout for that reservation.

Your house rules are another important tool to help ensure the guest rebooking and refund policy is used as intended. House rules set and manage expectations for guests. For example, if you have a backyard pool, you might include a note that you make every attempt to keep the pool as clean as possible, but at times leaves and debris may end up on the surface. This can help guests understand why there may be leaves in the pool. 

Because of the importance of house rules, we’ve made them visible to guests when they book, and by booking, guests are agreeing to read and abide by them. House rules are also taken into account when guest refund claims are made, if relevant. Here are some helpful tips for writing and updating your house rules for guests.

We design all of our updates to help build trust, and will continue to do so as we actively listen to your feedback and concerns. I hope this note has addressed some of the questions I have heard. I want to end by thanking you for all that you do to provide the best possible hospitality for our guests.

Warmly, 

Catherine Powell
Airbnb Global Head of Hosting

[James3113]

Here here! 👏 @Renee552

[Sarah3474]

We’ll be blocking our dates when this new policy goes into effect and continuing to list with other sites where the hosts are better protected!!

[Allison552]

If I understand correctly, Airbnb may charge the host for rebooting another site and include the difference in the price of the new accommodation.  Is there a cap on this difference/charge?  For instance, if someone has a basic level listing, but it is high season and all that is left to re-book are luxury listings, how will airbnb handle this?  Would you charge the difference between a listing that is $135/night vs a $500/night listing if that is all that is available during that time?  What is the cap for hosts?

[Allison552]

*Re-booking another location

[Peggy366]

I am very concerned about the new refund policy.  It seems that if there is a problem a guest should have to report it immediately allowing time for the host to fix the problem.  If a guest reserves 4 nights and does not report the problem until day 3 it gives the host little time to make any repairs.  I think the new policy also gives guests an opportunity to get an upgraded home at the cost of the host.  A group of 4 rent a 2 bedroom home and then make a complaint and they are upgraded to a better home.  It gives guests the opportunity to get free vacation with an upgrade.   I am curious how the new host is going to get reimbursed.  Does the former host have to contact the new host to make payment?  What about the new host do they have any ability to refuse the new guests because they may not fit the parameters of their rules?   Or does the new host have to accept the new guest regardless?  Is the new host made aware that the guest is renting because of a problem at their former rental?  

[Kristina46]

@Peggy366

 In no way shape or form, do I represent Airbnb, but as a longtime host, I may be able to answer some of those questions. Most likely what will happen is that they move the guest to another accommodation and it works just like a new booking. I have had it happen.  Someone from Customer Support contacts you and says there 's a guest who needs to be moved, can you take them? If you say yes, the booking proceeds and you are paid as per usual.  (I have found myself wondering if the guests demanding to be moved will be trouble and for this reason I am usually reticent to take them, and no they don't tell you why. They just say they have a guest who needs to be moved.) Then the guest is refunded and the old host loses their payout. If you owe Air money, it's typically debited from your next payout until the "debt" is paid off.  However they can also reach into your bank account or other payment method if they need to. One time, I was paid twice by accident. Airbnb reached into my bank account and grabbed it back. The bank told me oh yes, they can. When you give them permission to deposit, you also give them permission to debit. I would imagine such a case is rare.  Again, disclaimer. I'm  just a host, and this is just coming from my personal experience. 

[Laurie612]

This is a NEW policy. Our past experience doesn't mean much here. It's new.

[Steve66]

@Catherine-Powell

How many of you have seen this? This is just the beginning...  Tens of thousands of people will 100% try this! I am seriously dumbfounded by Airbnb right now.

https://www.tiktok.com/foryou?_r=1&_t=8RGfojDC519&is_from_webapp=v1&item_id=7081768180145802542&soci...

[Branka-and-Silvia0]

@Steve66  lol, it started before new rules were even implemented 😄 Scammers are already in a low starting position...

Airbnb, look, give us a break, we already have to deal with Covid, restrictions, wartime, lack of tourists, insane gas prices, double electricity bills, "Show more>" hide and seek and new illiterate species incapable to read anything except a price tag.

We really don't need more pressure and expenses.

[Laurie612]

Hell yeah I have my calendar marked for April 29 to book my 2 week vacation in (somewhere that has ABBs, haven't decided yet). After I've been at the ABB property less than 72 hours, I will send "verifiable" photos that show dirt, pests and other manner of silly things that deem the place uninhabitable. I will select a peak vacation time in which the only availability are those places that most simple people like me can't afford. And I'll get my money back, PLUS I will get a free vacation somewhere much nicer than I normally will pay.  (I already snoozed my listing starting 4/29 so boo hoo you can't retaliate against me.)

Either this, or 1) tweet the c e o @BChesky and @AirbnbHelp and tell them to stop punishing hosts, and 2) be ready to pull your listing from ABB. I am ready. I hope they will change, but if they don't then well ok the decision has been made. 

We are seeing a similar situation play out in real life which is much more serious than this BS. A bully has invaded an innocent country. And lots of other countries piss and moan yet they keep buying oil from the bully to fund his bad deeds. So put up or shut up. Nuff said.

[Victoria-And-Todd0]

You do not have to drag politics into it, but if you do, educate yourself 1st - duck duck go "madonna of gorlovka". So - hardly innocent. 

[Christine615]

@Catherine-Powell 

I've been a loyal Airbnb member. I wanted to give my own perspective having had a relatively good experience as a host (and with one exception, a stellar experience as a guest).

Airbnb doesn't do a good job of screening guests other hosts have identified as problematic. It also allows guests to book the same day the sign up for the service so there's no chance of screening for financial or legal issues that might preclude that guest qualifying. AIrbnb also erases pertinent data before booking and screens and edits our personal communications with those guests making it difficult for hosts to discern potential safety issues. It's been a real problem finding ways to have real dialogues with potential guests to make sure we're all a fit (I've only turned down guests twice - both for wanting exceptions to the house rules).

Yes - there are some listings I've encountered where I worry that the hosts are over their heads or worse - are scam artists taking advantage of the lax vetting process that lets anyone list the same day they put up photos (real or not). Airbnb doesn't even verify the location exists. But there are also a lot of guests who are learning (via social media) to game the system. So con artists (or overly OCD guests who should have booked a hotel) now have a field day.

I once had a guest who claimed there were ants. Since I clean my own apartment (and my co-host lives downstairs) I knew that to be untrue. Even so , I went to re-clean (there was nothing to be cleaned but their own mess in the kitchen) and took video before and after. No ants. But I wondered how long before the guest asked for a refund. In that case - years ago - they didn't. Now they might do it because why wouldn't they?

I've had guests complain, after the fact, about a stray hair found. But oddly the hair they claimed to have found didn't match mine, or previous guests by type or color - only theirs. Does that mean they get a refund without thorough review?

So how long before guests realize they can stay for three days and enjoy the amenities, then file for a refund using the "unsuitable" excuse. Then book the luxury accommodations they wanted and get that paid for from the previous host's account?

I get it - Airbnb is trying to create equity. But Customer Service is still terrible when contacted and there's little chance of a host having the opportunity for a rebuttal. And nothing in the policy that requires proof of the violation. (I remember when I could reach a real person and be able to call or email them back - that's the good ole days).

Also, if the guest damages something, can they claim it was damaged before arrival and get a refund in addition to leaving the host unable to get AirCover?

I recently cancelled a stay that I felt wasn't safe (both before arrival, one Airbnb confirmed at my request was problematic).

And does that mean that when I had to book a hotel on the day of arrival because a host with a fake address (who is still on the platform) refused to provide check-in information and refused to answer inquiries from customer service on my behalf, I can ask for the bulk of that hotel stay to be reimbursed?

If so, where do I send my bill?

Note: Despite paying more for my hotel than the Airbnb I'm being facetious, but you get my point, right? I mean, can I book West Hollywood, find the place (it's still available) unsuitable, then book the Beverly Hills Hotel where rooms start at $1,800 a night and have that host pay for it out of their own pocket?

So I'm curious to see how this plays out. Sometimes a good idea at corporate should stay on paper and not be implemented.  Because hosts lived experience suggests Airbnb doesn't know what is happening in real-time.

But I can imagine if you don't have a dedicated specialists handling these cases, you'll see more hosts leave the platform and more litigation from the ones who are bit by the new policy.

[Catherine-Powell]

Hi @Christine615,

These are all great comments (and interesting scenarios!) and I do get your point. I'm also thrilled you've had a great experience as a Host and a (mostly) good one as a guest. As you may have already seen, we published this list of FAQs in our Resource Center to better clarify how the policy works. I hope it's useful. Please do keep sharing here.

Regards,
Catherine

[Travis233]

What a ridiculous policy.  It really leaves the door open for guests to get out of paying.  There is no legitimate reason why someone would need 72 hours.  Many of our local hosts are scrambling to get their listings off of Airbnb.  I won't go that far until I have an issue.

[Mark116]

I suspect that guests didn't really complain about 24 hours not being enough time, what they complained about was not knowing they only had 24 hours to log a complaint with Airbnb.  I can absolutely see that CS could have seen many messages between host and guest over 2 days to address an issue, and then, when the guest contacted Airbnb on day 3, they would be shut out.  No refund/case closed.

The answer is not to create a '72 hours after 'discovery' which is in reality a completely open ended time frame for complaint but to make sure guests know about the 24 deadline.  Make it prominent.  Make it a pop up and a check box.

This I am confident would have solved the majority of the complaints.  And for outliers, Airbnb already has so many double secret, we won't tell you why, policies they could have simply added some more secret policies to handle real issues.

Instead, they open the door for scammers from all around the world to destroy the hosts business.  Odd choice that.