Superhost waited 45 minutes to talk to Airbnb and then was hung up on!

[Jan288]

Hello fellow hosts,

I just waited 45 minutes on the phone to find out why Airbnb thought they could just breach our agreement and refund a guest who canceled.   Covid-19 is a Force Majeure.  I am not responsible for it, the guest doesn't have it, I do not have it, and my condo is available.  I have a strict cancellation policy, and the guest knew this when she booked.    Without asking my permission, Airbnb just changed my cancellation policy and refunded it.  I do feel sorry for the guest losing her money, however, I am losing my ability to pay for my property!  This is why I have a strict cancellation policy.   Even the Travel Insurance companies are not paying for "fear" nor if the guest is not actually sick with Covid-19, and that is what they sell, insurance for cancellations!  Yet Airbnb took this most illegal step in changing my cancellation policy!  

I called them back and waited another hour just to end up listening to air.  This is how they treat a Superhost who has been with them for years. Totally unacceptable and very amateur!  They should have checked with their lawyer first instead of making a unilateral decision.  If they wanted to refund guests out of their own pockets, fine, but they should never have just decided to give the money owed to me back to a guest when I do have this strict no cancellation policy!  

I am really angry about the unprofessional way they are acting.  I will not refer Airbnb to any other hosts or travelers ever after this!  They cannot be trusted!

[Sarah977]

@Paul60 To be fair, I think a lot of hosts and guests take their frustrations out on the CS reps (who don't make policy, they are just lowly employees who are also taken advantage of by Airbnb in a number of ways), so I can see why they would end a conversation when the caller can't manage to be polite and has a bad "tone". Reading some of the posts on this forum, if those hosts talk to CS like they rant on here, I'd hang up on them, too.

[Paul60]

In which case they shouldn't be CS reps.  Nobody is saying being nasty.  But Airbnb do not like their decisions being questioned.  They close off conversations very quick.  They hang up just as quick.  Its a matter of values.  Airbnb values stink.

[Jan288]

I was not ranting, but I was firm.  I know I was talking only to the guy who answered the phone.  I began by telling him I have a strict "no cancellation" policy.  I then began to explain to him that this is a breach of contract between Airbnb and my company.  Then, he hung up. 

[Sarah977]

@Jan288 " I then began to explain to him that this is a breach of contract between Airbnb and my company."

What was the point of telling him that? He isn't responsible for the way Airbnb is applying the EC. I'm sure CS has thousands of hosts calling in saying the exact same thing. 

If you contact CS, their job is to try to address your issue. So all hosts should be doing at this point with CS is stating their own issue (Airbnb refunding fully even when the guest's dates fell outside their stated coronavirus cancellation dates, for example) and requesting the resolution you are seeking. There is no point whatsoever in giving one's opinion about Airbnb policy when engaging with a CS rep. That should be addressed to Airbnb corporate, who are the ones who make the policies and instruct CS how to apply them.

[Jan288]

Yes, I was explaining my problem, hoping to get to the level of the company that could do something.  Rarely is it the person who answers the phone.  However, he would need to know the problem in order to know where to direct me.  I am pretty sure he wasn't a mind reader.  Do you have corporate's phone number?  And do you also think it is alright for any employee at any company to hang up on a customer or vendor?  

[Paul60]

I think as hosts we really need to start coming together.  Lets not forget - Airbnb are not our friends.  

First thing I would like to change is if the guests seeks a refund under extenuating circumstances and submit documentation then both Airbnb and the host have access to this documentation.  

I think hosts also need a representative at board level.