No Click Down option for COVID 19 Full Refund

[Gary805]

Hi, 

When I do the steps below to apply for our FULL REFUND for our Bali Seminyak home that is fully paid for, there is NO OPTION for Covid -19 at all and it is only giving us a 50% refund option which is unacceptable, can this please be fixed on our options to add the Covid 19, I have contacted the Airbnb owner as you will see below to see if the issue is at their end and their reply is also below.

Can you please resolve this as soon as possible - thank you 🙂

You’ll need to log in to your account on a web browser (not using the Airbnb app) to do this. A banner on the Change or cancel page will provide info on how to request a refund from your host.

1. Go to Trips and find the trip you want to cancel
2. Click or tap Show trip details
3. From the overview, click or tap Show details
4. Click or tap Change or cancel
5. Under Cancel reservation, click or tap Next         
6. Select the COVID-19 (coronavirus) reason for why you’re cancelling         THIS OPTION IS NOT SHOWING IN THE CLICK DOWN MENU !!!!!!!!!!!
7. Click or tap Ask for a full refund

Message to Owner

Hi, we are trying to cancel our booking for a full refund due to the Corona Virus (Covid 19) which has resulted in us having our flights cancelled and therefore we are unable to stay at your home and hope to rebook in 2021 or 2022 when the borders reopen and it is safe to travel. When I click to put in a request for refund it is coming up with a 50% refund when we would like a 100% refund as other AirBNB bookings have done, is this AirBNB's automatic system doing this or is it from your end. We would like to resolve this ASAP, thank you for your help if you can let us know how to get a FULL refund we would appreciate it. - Thank you again.

REPLY FROM OWNER

Hi Gary

We hope this email finds you well.
At the moment we are at the mercy of Airbnbs policies, and we have to follow these. It is cripling out business, but we competely understand your sutuation.

The rules set in the systems are by Airbnb and we dont have any power over these. So in order for you to get a full refund you need to speak to Airbnb about this.
They have thier policies and they are in control of what happens.
Please let us know if we can help with anything else.

Regards
Total Bali

[Marit-Anne0]

@Gary805 the aitbnb extenuating circumstances clause for a full refund only extends till May 31st. If your booking is past this date, your host is right, you will have to wait and see if airbnb extends the window for cancelling for a full refund under a strict cancellation policy.

As your flights are cancelled, you may be eligible for a full refund anyway, but you would need to contact airbnb customer services and provide a proof of the flight cancellation.

If your booking is within the current policy, it may be a software bug or it may be the fact that airbnb is changing their policies yet again.

If everything fails, you may be able to claim from your travel insurance or reverse your credit  card payment.