Extenuating circumstance protocol followed but denied

[Angela2411]

Airbnb has denied my friend 100% refund even though we had an extenuating circumstance .I became ill and I was her companion that was traveling with her . My friend sent the letter based upon what they required from my doctor After jumping through many hoops and then they deny it . Airbnb stated my name wasn’t added to the reservation . Airbnb stated they don’t see the name since it’s been canceled please advise. Airbnb has kept 50%of the deposits because they say they can’t see the name of the other guest that was added.  This is ridiculous after I’ve gone through everything and dealing with my doctors unbeknown to me I would become ill. My name was added to the reservation it only showing two guest and I have my airplane ticket. This is so unfair please please advise so unfair we followed every bit of the protocol.

[Anonymous]

@Angela2411  I'm sorry to hear you've suffered an medical condition so serious that it falls under the Extenuating Circumstances policy (which generally doesn't apply to just getting sick). I wish you all the best for your recovery!

Also my sympathies to your host, who you seem to have placed in the terrible position of being your de facto travel insurance. As of January 19, Airbnb will no longer regard personal illness as a cause for exemptions from hosts' cancellation policy. For future trips, I would strongly suggest getting travel insurance and respecting the cancellation terms you agree to in the booking.

[Angela2411]

Andrew0 Berlin Germany thank you for the Sympathy .....but the point of this is that Airbnb is stating they don’t see my name as one of the guest once cancellation was activated . There are only two guest on the reservation and I was one of them. By the way we are not  insensitive to the Host  and the contractual agreement . 

[Anonymous]

@Angela2411  Perhaps you're not aware, that when a guest is granted a 100% refund, this comes entirely out of the host's pocket and not Airbnb's.

[Angela2411]

Andrew0Berlin yes that I’m aware that I would become so dreadfully ill with a permanent  illness no one can really Anticipate that. Again that’s not the point the point is Airbnb is denying that my name is part of the reservation I have sympathy for the host but no one can anticipate  to become ill suddenly.

[Anonymous]

@Angela2411  Yes, and that's exactly why travel insurance is so handy! Gute Besserung.

[Angela2411]

Anyway thank you for responding and your input please be safe and be well

[Angela2411]

I don’t believe at is right or fair.

[Mark116]

@Angela2411  Was your name on the reservation before the cancellation?  Airbnb is generally pretty liberal with letting guests cancel but if you were not on the reservation prior to the cancellation then you might be out of luck. 

[Angela2411]

Mark116 in Jersey yes I was accompanying my friend and I was added as a guest .

[Helen3]

Then Airbnb will be able to look back on your reservation and confirm this. @Angela2411  You will also have a confirmation sharing travel details from your friends booking which you can share with them.

I agree with others who have commented. If you are struggling with Airbnb it may just be easiest to claim on your travel insurance and provide them with a copy of the sick note from your doctor. This would also be fairer to the host as the money will be covered by your insurance rather than coming out of the hosts pocket.

Hope you feel better soon and this situation resolves itself.

[Marit-Anne0]

@Angela2411   if your name and your e-mail address were added to the reservation, you should have received a confirmation e-mail from airbnb. This e-mail could help you plead your case. Maybe you have other proof also that you were travelling together ?

[Sarah977]

Are you positive that your friend actually added your name to the booking? Perhaps she only registered 2 guests but didn't, in fact, add your name. @Angela2411