Here is the new policy: "For reservations booked on or before March 14 with a check-in after May 31, guest will receive full refund for cancellation". Sandy, my guest booked before March 14. Her check-in date was May 18 to 23. 3 days ago, she made a cancellation. Here is what she was shown: rent: $800, she will receive $400. cleaning fee $30, full refund. airbnb service fee: $117.18, NO refund. tax $116.0, full refund. In total, she received $546.20. I had to manually issue her a full refund for $400. Airbnb still keeps $117.18 service fee. This is not in compliance with your new policy and not compliant to the message from airbnb CEO. Airbnb should have issued her a full refund of $1063.38. Given your new policy, you really committed a fraud.
I think you mean with a check-in before May 31. I think that one sentence is a mistake on Airbnb’s part, because the cancelled bookings I’ve seen with check-ins between April 14 and May 31 are reverting to the host’s original cancellation policy when “Cancel” is selected by the guest. Your example above would match a cancellation policy with a 50% refund, with Airbnb keeping their fee.
She needs to contact customer services - Hopefully you will let us know what they say.
Lets just hope they haven't had time to update their systems yet. but we shall see....
Nope, this is what has happened to me (renter) attempting to get a refund from a host in Catalina (an Island that was closed to non-locals in March). My host was willing to refund 100% but Airbnb decided to get creative with math...From the $779 I paid I received $10.99 ... yup...So I contested and here is their updated math...$779. - $10.99 = $768.01 - $178 (this is AirBnb's "service fee") = $590.01 but they are issuing a refund of $572??? And my $178 coupon only redeemable until 12/2020?
Please let me know if there is any class-action lawsuit against this ridiculous coupon voucher of the service fee