My booking was canceled by the host the day before yesterday because she has decided to sell her home, so in my haste to secure the exact dates, I booked a place in the same resort (which I have stayed at every year in the past 5 years). Every booking we have had there has the same condo buildings, same layout so I assumed I was booking a condo with 2 bathrooms. A little under two hours after booking, my husband pointed out that it only has 1 bathroom, we have 2 girls, so it was going to be a little tricky to share just the one. Because it was under the 48hr free cancellation booking window, I cancelled the booking, unbeknownst to me that I would also lose my Superhosts coupon. I have tried to explain my mistake to your team, but they are unwilling to refund my coupon.
After a devastating year of 2020, I assumed that Airbnb would extend the same courtesy of a refund that I did to all my guests who had to cancel even before we were required to by Airbnb. I have bent my cancellation policy because it was the right thing to do. I even refunded a whopping $1400 in March 2021even though my cancellation policy did not require it.
I am still waiting for someone to actually call me. Dan, the first person I spoke to about this case said a Supervisor is going to call me. That never happened. I need personal verbal communication. That’s how you should handle this instead of constantly sending me inbox messages with the same link. to the Coupon cancellation policy.That’s not hospitality or customer service. Please have him/her call me. Your policy said a Free Cancellation 48 hour window. The word FREE here is the key, yet i lost an UNUSED Superhost coupon. Again, this too strict of a policy does not work for Superhost. And just with host, every case is different and has to be dealt differently. It cannot be one size fits all. Airbnb always wants us to be flexible with our guests but how about you guys to your hosts? Please have someone call me and honor your word. Thank you for your time.
