Strict cancellation policy ignored by Airbnb

[Edwin283]

I hope you can share experiences...

I have an issue where I had a strict cancellation booking and the guest simply asked the credit card company to reclaim the deposit and Airbnb accepted / claim it has been approved so ‘case closed’ so if this becomes common knowledge the whole Airbnb that wishes to cancel will just contact the credit card company and overrule our strict cancellation conditions - unacceptable and should Airbnb not cover this otherwise  we can expect this to become common ground and hosts will walk away. Very upsetting! Has anyone had the same experience and has anybody been able to overrule this ?
Airbnb is not prepared to share any further detail or do anything more for me, Cheers E

[Mike-And-Jane0]

@Edwin283 depending on the circumstances a guest can get a chargeback on their credit card in which case Airbnb have no choice but to cancel the reservation.

You will need to provide more detail but I suspect the stay became illegal for some reason and hence the guest was able to (rightly) persuade the card company to  issue a chargeback as they found it easier to deal with their card provider than Airbnb customer support.

[Edwin283]

Hello, thank you for your feedback, that makes more sense than the feedback I received from at least 4 support staff at Airbnb.
In my case I believe Airbnb should have defended the T&C’s from after mid march re. COVID and alternatives offered , and take responsibility as indeed there is the 6 people restriction and the group was larger, but we were discussing moving dates or reducing the group and sharing the loss, the booking was made after mid March , and in the terms and conditions given by Airbnb this would  not give reason for cancellation with full refund - as was even confirmed by support staff I spoke to.
Thank you for your feedback it certainly clarifies our position, and that the terms and conditions relating to COVID published by Airbnb do not seem to stand in the real world, or at least not in the UK,

Edwin 

[Mike-And-Jane0]

@Edwin283 I've just looked at your listing. If you continue to offer a property that takes over 6 guests then  you risk getting many cancellations as guests will have the right to cancel now that it's illegal to host more than 6.

[Edwin283]

Hi, yes, I listed a 6 guest version as well with easier cancellation conditions and do not take short term >6 guest bookings 😀 let’s hope 6 will stay permitted - according to the T&C’s people booking that run a risk, but experience now puts that in question 😬

[Mike-And-Jane0]

@Edwin283 At risk of upsetting some hosts and repeating myself from other threads...

If a person books a holiday in the UK and then that holiday becomes illegal then the contract is frustrated. There is clear case law on this if you search the internet for Edward VIII's non coronation and frustrated contracts. What is slightly less clear is how much money should be refunded but the CMA (competition and markets authority) are advising that holiday companies (along with weddings and others) should refund 100% of anything not delivered.

As such I am afraid, whether we like it or not, us hosts are taking the risk if (or is it when) hosting becomes illegal again.

[Anna9170]

@Edwin283  there are force majeure circumstances, such as closed borders or a health problem, this does not depend on the host cancellation rules.(

[Edwin283]

@Anna9170 

hello, thank you for your input, in my case the cancellation was not correct, and after 15th of March these restrictions are not covered,  see below Airbnb t&c’s:

COVID-19-related circumstances not covered include: transport disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates such as evacuation orders, border closures, prohibitions on short-term rentals, and lockdown requirements. The host’s cancellation policy will apply as usual.

cheers edwin

[Anna9170]

@Edwin283  In my country, the special cancellation policy was constantly extended...In addition, if the guest makes a reference (almost any) in photoshop about a health problem from the clinic, this will also be considered a valid reason for a full refund.

[Helen3]

I think you misunderstood the policy @Edwin283 penalty free cancellations under Airbnb EC Covid policy will indeed be valid after March 15 as and when various governments and area’s change their restrictions. 

in the UK our government’s have bought in restrictions which include no more than 6 guests from 2 households.

if you have bookings for 8 you can no longer honour then if a guest doesn’t want to change dates or reduce number they are eligible for a penalty free cancellation. 

[Ann72]

@Edwin283  Just to address your phrase "if this becomes common knowledge" - USA Today and possibly other publications have advised consumers to take this route:  "If a refund isn't forthcoming, consider filing a credit card dispute. Your bank can help you retrieve your money. But you'll need documentation of the problem to enlist its help."

https://www.usatoday.com/story/travel/advice/2020/08/28/vacation-rental-nightmares-when-should-you-b...

[Edwin283]

@Ann72 
Hi Ann, thank you for your contribution, what makes me wonder is what determines the judgement of the credit card companies, surely Airbnb should actively challenge where appropriate and be able to explain what the guest signed up for in our type of  case... if we don’t deliver something we promise ok, fair enough, let’s protect the consumer but if we clearly state what the T&C’s are... then in your country you may have a case, in the UK I understand that there is case law that lets us down unfortunately, but that’s another story, let’s just hope we soon return to normal! Edwin 

[Ann72]

@Edwin283  I don't think the credit card company forces the vendor to pay in every instance.  Your situation was bad!  I just wanted to point out consumers going to their credit card companies wasn't a secret.

[Fred13]

This number some of you mention above of six (6) as a limit of how many guests will be allowed to stay, what do you mean by that - is this a new Airbnb or governmental policy?

P.S. Back in March I immediately pushed all my bookings to post Nov.1st, suspecting the EC option will be constantly extended by Airbnb & abused by guests in a million ways. I do not trust my own shadow.

[Shaun69]

Hi @Fred13  The English government brought in "the Rule of six" a few days ago. What this means is people cannot meet in groups of greater than six people ( it is also law now). Bottom line, any more than six humans in a listing in England is illegal. Well, thats how my solicitor has told me to interperate the rule and he has had a lot more education than me!

BE HAPPY AND KEEP SAFE Shaun.