Been trying to cancel reservation due to COVID-19 for weeks

[Michelle2325]

Since June 12th I have been trying to cancel a trip for June 30th due to our entire family being Covid-19 positive and very sick. Hosts denied the request saying they deny all requests for full refunds and that to get one we had to go through AirBNB. 

Every time I call AirBNB I am left waiting on hold for 2+ hours at a time. I did not have that time to wait when my family and myself were all very sick and need care. I have messaged support but have gotten no response. 

I gave in and tried to just do a partial refund to get it over with. When I get to the screen that says the host denied my request but I can get a partial refund there is no button or option available to let me continue. I have tried on mobile and the computer.

I understand there’s a high volume of support requests right now but waiting 2+ weeks or expected to set aside an entire day to wait on hold seems ridiculous.

[Sarah977]

@Michelle2325  Sorry you and your family are sick. I don't understand why you didn't just go ahead and cancel the reservation yourself, citing COVID as the reason?. You don't need the host to do anything or agree to the cancellation or a refund. Airbnb would ask you for documentation, which it would not seem hard to get from your doctor. 

[Ian-And-Anne-Marie0]

@Michelle2325 

When I get to the screen that says the host denied my request but I can get a partial refund there is no button or option available to let me continue. I have tried on mobile and the computer.

That sounds highly irregular!

What you describe makes any contracted refund for a host unobtainable. You are literally unable to refund your hosts cancellation fees because the means to do that no longer exist. The fact the problem exists on both a desktop and mobile makes it a deliberate function.

When you get over your illness, please do let us know how you got on.

@Sarah977