Escalate issue thats been unresolved for over 14 days

[Alexandra1386]

I have been trying to get my issue resolved for over 14 days now and want to escalate it as the Support Ambassador has not been able to resolve it.

I had to cancel my reservation because my Stepmum broke her pelvis and I had to move in with her as her sole carer. 

I messaged the host and he replied that he wouldn't receive payment until I checked in so I should contact Airbnb directly for a refund. I opened a support case for this. Since then I have been repeatedly told that my case is being looked into but there is no resolution.  I keep asking for updates via twitter and then the Support Ambassador messages me but doesn't seem to do anything. I have asked the host for a refund and had no reply for over a week. 

I would like to escalate this to someone who can do something to help me.

[Mike-And-Jane0]

@Alexandra1386 What are you actually asking support to do?

What was the cancellation policy you agreed to at the time of booking?

Unless it was flexible then you will need to claim under your travel insurance or, if you didn't take insurance, then you will have to accept that taking a risk didn't pay off this time.

[Alexandra1386]

Hi,

I'm asking support to provide me with a refund. The host sent me a message to say that he was not paid until check in (which I didn't do because I didn't check in) and therefore I shoudl contact Airbnb for a refund, which I did.  I've sent the copy of the host's message to support to show what he said. Also I'm not sure how I was "taking a risk". I booked a rental and then my Stepmum broke her pelvis and I had to cancel to take care of her. 

[Mike-And-Jane0]

@Alexandra1386 So you took the risk of not taking travel insurance, your stepmom broke her pelvis and the host takes the loss by fully refunding you. Seems fair I suppose after all the host was entirely at fault.

[Alexandra1386]

I didn't say the host was at fault.  What I'm saying is that the host messaged me to say that I could get a refund from Airbnb because of what happened. 

[Mike-And-Jane0]

@Alexandra1386 I guess it depends on what the host said. Did they offer a full refund or did they say go to Airbnb for a refund? If the latter then it is not certain that the host was willing to lose out beyond any contractual commitment already made

[Alexandra1386]

The host said "Ive not received payment as it isn't sent until you check in so you can submit a cancellation with airbnb :)"

[Michelle53]

@Alexandra1386    Airbnb doesn't have a pot of money for providing refunds. Money that you pay for a booking, after Airbnb deducts their service fees and any taxes due to local agencies, goes into a holding account to pay out to the host the day after check-in. 

If you cancel before check-in, the cancellation policy you booked under determines how much of a refund you may get from the funds Airbnb is holding for the host, and whether Airbnb's service fees are refundable.

The thing to do is go and check what the cancellation policy was that you booked under, and read up on the terms for that policy.  That will tell you if you are entitled to a refund and how much you will get. 

https://www.airbnb.com/home/cancellation_policies

[Mike-And-Jane0]

@Alexandra1386 So the host didn't actually offer any refund. They may or may not have been playing a clever game - only they will know. By submitting a cancellation Airbnb would have paid you back anything owed by the cancellation policy of the host. If you have been talking to Airbnb for 2 weeks it is likely that any refund due will have been reduced significantly.

[Anonymous]

@Alexandra1386   Read carefully:  https://www.airbnb.com/help/article/1320/extenuating-circumstances-policy

I'm very sorry to hear about this painful situation for you and your stepmum, but I don't see any reason to escalate this case. You are only entitled to whatever refund was automatically generated when you cancelled the booking, as per the terms of the host's cancellation policy. There is no exemption for medical emergencies, so as far as Airbnb is concerned this is a closed case. 

Instead of fighting a losing battle for an exception to the terms you agreed to when booking, I think your best bet would be to file a claim with your travel insurance. You did buy travel insurance, didn't you?

[Sarah977]

@Alexandra1386  While it's an unfortunate situation for you and your mom, a guest's family member's health is not grounds for a refund.

What you need to understand is that all guests think that the reason for their cancellation means they should get a refund. This is why cancellation policies exist, or hosts wouldn't have a viable business. 

You are bound by the terms of the cancellation policy on the listing. And I suggest you read the extenuating circumstances policy, which covers what qualifies for a  refund and what doesn't.

Many hosts are willing to refund if they are able to rebook the cancelled dates and you can ask the host if they would be willing to do that, rather than  expecting or demanding a refund to which you are not entitled. There is nothing to escalate.

[Sarah977]

@Alexandra1386  When the host told you that you could submit a cancellation with Airbnb, you seem to be under the impression they were telling you that you would be refunded, which they didn't. They told you to contact Airbnb because hosts don't deal with refunds, Airbnb does. Accordingly with the host's cancellation policy and the extenuating circumstances policy.