Many of us are feeling the burden of Airbnbs extenuating circumstances policy and at this time, there is not much more any of us can add to the conversation. So let's use this community to help us come together and share ideas. Let's keep the anger and disdain on the other conversation feeds, please.
I am starting to receive requests for full refunds for stays outside of the COVID window, and I am wrestling with how to handle these requests. I want to give everything back to everyone knowing that we can help lessen the spread but that is not possible. I have mortgages and bills to pay as well.
I would love to hear what others have been doing/saying to help maintain their business, help stop the spread AND be empathetic to the guest's situation.
Here are my thoughts and I would love to hear your constructive feedback:
1. Ask the guest if they purchased travel insurance;
2. Ask them to review my calendar and find dates further in the future they would like to change to (I worry they will realize if they move dates far enough, that they can cancel with a much lower penalty);
3. Maybe offer a 50/50 refund if they don't want to find other dates?
My understanding is that the airlines are NOT giving full refunds, but allowing guests to change their dates at no cost. I feel that as the travel industry, we should all be following a similar process for consistency.
In reality, the Airlines and AIRBNB are the ones that will receive a bailout NOT us, so I feel like this would be a fair option to us little guys.
Lets please keep this constructive and helpful so we can get through this.
Thank you all!
does anyone know what the message wording is that Air B and B are sending out to guests offering them to cancel even after apr 14th. I t seems like there is something like "the situation affecting your area", I don't know who is in charge of communicating but it seems they are naming towns as if their is a specific hotspot where the guests have booked even when that's not the case?
@Brandon-And-Robert0 I have zero bookings for april, half of my march booking canceled. This could go on a few months. I went for booked solid to nothing. so it's not one month.
Yes, the Government is doing a great job, but they are gonna bail out the hotels, not us and airbnb needs to step up. Instead they want US to write to our senators... they need to do the work, ... but , hey , they are so used to us busting our assess for them... idk. I think they did the Hosts wrong.
We want to travel but cannot due to flight restrictions and quite rightly to.
Want to book for one years time and most hosts are cooperative as our tour covers 3-4 months across the USA.
AirBnB however will not waive their service fees instead giving us vouchers.
Our holiday should have started so our entire trip is off.
The vouchers offered are useless as they have to be used by Dec 2020. 3 months before our trip starts.
Sorry but this is indirect profiteering.
Tried to contact AirBnB but I have more chance of going into a shop full of toilet rolls than talking to someone.
Not venting just stating facts from a renters viewpoint that could so easily be solved without anyone being out of pocket.
Think it’s called customer service.
I'm just wondering if anyone is having to give automatic full refunds for guests cancelling outside of the covid-19 refunds window. I've got bookings after april 14th and even in May which cancelled and airbnb gave them full refunds without even asking. Yet there are some in which they're sending requests. I don't get it?! I wouldn't mind the full refunds but we have just shut the doors on our main business on Friday, laying off all our staff with no income ourselves and the worry of how we're going to pay our own mortgage let alone the rental properties because we could have survived on 50% refund but we can't on full refunds when we have no other income coming in.
Just wondered if anyone else had random automatic full refunds for arrivals after April 14th?
Like many other Hosts, and in agreement with @Ann72 we are now experiencing cancellation requests outside of the extenuating circumstances dates. I am clearly stating this on my responses, offering date changes ,my strict cancellation policy (50/50 which should still stand at this moment in time) or to wait until their dates are covered under the EC.
It is with such disappointment that the emails that guests and hosts receive by airbnb clearly lean towards full refunds to guests in the manner that they are written and when you decline the full refund, it almost makes it look like you've not taken anything into consideration. There is no option to offer your current alternatives even though you may have discussed these by conversation.
I would like to see these communications to be on a more even keel and to give us half a chance at fairness. After all, the after effects of this experience for everyone in the travel business will be devastating. At this rate, there will be many out of the rental business for good.
More like SCAM BNB!
All they care about is there upcoming IPO.
They could care less about the host.
The decision should be left up to the hosts to refund, not refund, or provide a credit for different dates. They caved because a news article came out about an angry guest who had already agreed to the cancellation policy. We also need to contact the media and let them know how SCAM BNB is screwing the hosts as well.
Only when there IPO will be affected will they change their selfish policies.
As a guest that booked my trip in December for April 18 for Madrid. I find the current cancellation window of only up to April 14 ridiculous. I would be travelling from Canada to Spain. It's not possible to just choose other dates. It's a huge trip. We planned for months and months. It's expensive. Our host refuses to accept the mutual cancellation offered by Airbnb. Airbnb refuses to do anything about this. I don't know what else to do
It is scary when people booking in May are starting to ask for refunds too. I think im going to start offering the option of a 75% refund, wait for airbnb policy to change or have them call airbnb and see what they offer them.
Great post @Brandon-And-Robert0
Rather than a full cancellation refund, they should consider paying the host the 50% cancellation fee in cash and issuing the guest vouchers/credit note for the same amount that can be used as a discount for a future booking with the host.
Many guests are uncomfortable moving their booking as they don't know when travel will open. We have started implementing the above rule, promising guests who cancel outwith Airbnbs's Extenuating Circumstances Policy that we will guarantee them a discount (covering the cancellation fee) for any future booking with us. The majority have been very understanding, but it’s not an official process & doesn't cover Airbnb's fees so some are understandably unsure.
I appreciate that Airbnb is wrestling with this issue too, but they need to strike a balance between supporting guests and the survival of their hosts & they need to do it really soon!
I see complaints that AirBnB should cover the hosts loses, or guests should lose 50% (or more) of their money, because host believe that's the way a "true partnership" works. The problem with that is, your (Hosts) perceived "Partnership" is with AirBnB. You provide a service, a place to stay; AirBnB provides the medium in which your 'Service' is advertised to the "customer"/Guests. Where in ANY argument is it fair to the customer to pay any fraction of a service they did NOT receive? Plans HAVE to be cancelled for the safety of everyone, and they HAVE to be cancelled due to borders closing in Countries they are traveling to, or flights cancelled with short notice... You think that is "FAIR" to the Guest? It's not their "Choice" to cancel. It's like saying, "Hey I'm going to McDonald's to buy lunch, but you get in an accident on the way. Do you think they still require you to pay for the meal?" The biggest problem is when it comes to Money, People stop being human, they lose all empathy and selflessness. Bottom line, the Guests WILL NOT use your services in the future IF you don't take care of them. Then there is NO partnership, no AirBnB. You start from scratch somewhere else. Additionally, where are the hosts complaints when they are over-charging during "peak-seasons"? You can afford lower rates parts of the year, clearly that covers expenses; so when you're profiting beyond your needs in peak times, where are you saying, "I shouldn't over-charge because that's now how a true Partnership works"? So in turn, your lack of planning for "hard times" (when this scenario fits) does not warrant you getting a free hand out of others' hard earned money when the unforeseeable occurs.
So very true. I am a nurse who has had my annual leave cancelled and can't travel anyway due to restrictions. I had my request for refund refused. Meanwhile my non-refundable hotel reservation in another city was refunded in full to me. I understand that a corporation is in a different position financially, but as the paying guest, where am I going to take my custom after this is all over?