Host cancels last minute, sold property

[Laura5324]

My 2 daughters and I are going to Hawaii for spring break in 2 weeks Mar 17-24 (replacement for trip canceled 2 years ago because of covid). I booked a week in Kona on Dec 5 that was fully paid. The property manager just told me, with only two weeks to go before my trip,  that the property was sold and they are refunding my money as they have nothing else to offer me as a replacement. It’s going to be extremely expensive to replace this time slot if I can even find anything and I can’t bear the thought of canceling on my girls a second time. My eldest is a senior and her last spring break as a family. Any thoughts on options? 

[Laura5324]

Looking more closely at the notice, they want me to cancel the booking “At your earliest convenience, please cancel your trip on Airbnb, and we will work with them to provide a full refund of what Elite Pacific has received.” Does not sound like I should be canceling the booking here.

[Paul1255]

@Laura5324  They would love it if you were to cancel-  but as the issue comes from their side, and you are wanting the trip to go ahead, they are the party who needs to process the cancellation.

If you cancel, it prevents them receiving any penalties- but that also prevents you from receiving a discount to use on your next stay which you will get if the host cancels.

[Laura5324]

Paul, thank you so much for the tip - very helpful. Laura 

[Mike-And-Jane0]

@Laura5324 Absolutely do not cancel. Message the host to tell them they have to cancel if they are not able to honour your booking. You should then contact Airbnb and ask them what they suggest once they read the messages you have got. They should try to help you book somewhere else and might make up any price difference if you are lucky.

[Laura5324]

Mike and Jane, I appreciate the help. I poked around a bit to see how to contact Airbnb but didn’t see where that was possible. Can you point me in the right direction? Laura 

[Mike-And-Jane0]

@Laura5324 I keep the UK phone number in my phone as the cc admins hid the post that used to help us find phone numbers. That said I found it and can give you the following numbers that should work

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

[Laura5324]

You are the best! Thank you 🙏💜

[Anonymous]

@Laura5324   Do NOT cancel directly on your end; the host needs to accept responsibility here. Complete the steps outlined here (specifically, selecting "Host needs to cancel" as the reason), and you should receive a full refund. Airbnb might issue an additional voucher for credit toward re-booking, though unfortunately it's unlikely to make up the full difference in cost for a last-minute booking.

You can call Airbnb to assist you if the host declines the cancellation request but still insists that they won't honor your booking. 

[Sarah977]

@Laura5324  Never cancel because a host asks you to, unless it's within the 48 hr. full refund period, where you are guaranteed to get the refund.

A host telling you they will refund you means nothing and guests have gotten taken by this- the host says they will refund and then doesn't. 

Promises are not binding. Cancellation policies are.

These property management companies have some shady practices and if possible, you should try to book listings which are run by real hands-on hosts, or co-hosts, not property management companies with dozens or hundreds of listings.

[Colleen253]

@Laura5324 I can’t offer anything beyond what others have said already. But I would book a hotel if you’re going ahead with the trip, and not another Airbnb, all things considered. 

[Lorna170]

@Laura5324   In most states, vacation rental property owners have to honor bookings that are within a certain number of days from the date of sale.  This owner should have alerted the management company to their intention to sell, and the property withdrawn from rental.   If the new owners will not honor reservations made prior to the sale, they may also be liable for restitution.

Sending you a notice two weeks before your arrival is irresponsible.  DO NOT CANCEL, and demand alternative accommodation.  Pick out a really nice hotel near the listing or closer to where you want to be and ask that your reservation be paid for.  Then, and only then would I agree to the AirBnB booking being cancelled.