Rebooking Coupon is a Disingenuous Offer

[Normen0]

This something as a host I’d never realized was happening.  We travel using AIRBNB almost exclusively but have not had a host cancel on us before. 

Last night we received notice from Airbnb Support that our booking for this upcoming weekend was cancelled and they sent a $60 rebooking coupon. Ok, stuff happens (host never message to advise or apologize which is in bad taste, but ok).  Immediately appreciated the coupon for inconvenience and to help cover additional costs as we are booking closer to our travel dates now. 

We immediately start looking for another place in the same price range. The cancelled booking was $400 INCLUDING taxes and fees (rounded up for simplicity). 

We found a place we agreed on fairly quickly for same price ($400)  and try to book using the $60 coupon. But the coupon wouldn’t  work and it said that the coupon can only be used for a stay which is $400 or more BEFORE taxes and fees.  So for this particular place, we actually have to spend $480 for three

nights and almost $600 after taxes and fees in order to use this coupon. Some other places we had to book four nights as the cleaning fee was a larger part of the cost. And the coupon is only good for a month.  We aren’t likely to be booking again to be able to use this. 

I get the point of the coupon to assist guests to rebook in the event it costs them more  since they are rebooking close to the date BUT if you find a similar price or a bit higher, the coupon is no good.  In this scenario, I’d have to spend $200 more to save $60 - ending in spending $140 more. 

I find this coupon to be sent in bad faith. In no way will AIRBNB offer you any advantage out of their pocket. They are making sure that you spend a lot more money so their offer costs them nothing.  

I called support and voiced my opinion and they actually cancelled this coupon and sent me one that doesn’t have these strings attached to it for price and it’s good for a year. I will use it for a later date as I was so peeved at the time, we booked through another vacation rental site. 

I still feel insulted by this. 

[Helen3]

I'm not sure why you feel insulted. You can use the coupon for a future booking @Normen0 

[Huma0]

@Helen3 

I think the insult was the original coupon (before @Normen0 called to complain about it) which was as good as worthless. Who wants to spend at least $200 more to get $60 back?

[Normen0]

Exactly! I mean I’m content that they made the change but honestly shocked that this is what they are offering people. Very disappointed in AIRBNB on this one.  

[Helen3]

@Normen0  apologies I missed the bit where you said you have to spend 200 to get 60 back. That is indeed ridiculous.

[Gillian166]

@Helen3 the original coupon was only valid for one month, and forcing the guest to spend even more. 

As she points out, they won't really end up out of pocket as they are getting more revenue from the re-book. very clever of them business-wise, but not very hospitable.