THIS IS A COMPLAINT ABOUT AIRBNB'S DISREGARD FOR PUBLIC HEALTH

[Rory87]

Airbnb Feel free to contact me directly, as you haven't bothered to do this, as an owner, yet, yet you've given a so called 'guest' a 100% refund for lying and openly flouting Irish public health rules.  Is this what you want to foster. I am horrified that you think this behaviour is not only acceptable but rewarded. And yet as hosts we are breaking our backs to try to keep afloat, and also keep everyone healthy and safe in our community.

The guest successfully got a 100% refund despite the fact he was flouting/breaking Irish Covid regulations.

We politely addressed each point in our correspondence with him. His behaviour is dangerous to public health. I would be horrified to think Airbnb would condone this behaviour and put lives at risk.

 In summary

1)Guest  refused to confirm that he was self isolating for the mandatory period upon arriving in Ireland

2) He refused to confirm he completed passenger locator form, a legal requirement.

3) We asked for some basic contact details, in line with the government contact track and trace.

4) His contract is with Airbnb. AIRBNB FORBID MENTIONING COVID in the property descriptions  BUT YET AIRBNB ACTUALLY SAID I should have explained about Covid in our description. WHAT?

5) Airbnb's policies also say that if you are booking during the Pandemic, ensure you book flexible accommodation, and be aware that Public health rules are changing and must be complied with.

6)All year we have acted with empathy, always allowing guests to make genuine changes at our cost.  We are at the front line of health, and will continue to help genuine requests, but WILL NOT BE ABUSED BY  DANGEROUS FLOUTING OF THE LAW

[Helen350]

@Rory87  You know that this is a public discussion forum for Airbnb users; both hosts & guests?

- This post will probably not be read by Airbnb Customer Service staff.

I'm a little confused as to what you are getting at in your post. I would have thought the circumstances surrounding refunds and customer adherence to immigration/quarantine issues were separate things.....

[Anonymous]

@Rory87  One point I'm unclear on: when you say 

"AIRBNB FORBID MENTIONING COVID in the property descriptions"

which specific policy are you referring to there? Could you share a  link to the text where this is stated?

[Mike-And-Jane0]

@Anonymous I think this refers to around March time when Airbnb said people should not claim their listings were Covid free. I can't remember where this was said though

[Anonymous]

@Mike-And-Jane0  If that's the case, I'd agree with Airbnb on that point. No facility of any kind could make an honest guarantee that they were Covid-free. 

But that's worlds apart from saying you can't make any mention of the virus whatsoever, so I am curious what @Rory87 's expectations were and why they collided with reality.

[Linda108]

I am confused as well.  If the guest declined to adhere to your local requirements, then I would imagine you would want to cancel the guest.  I also would imagine you would have directly informed the guest at the time of the reservation that these regulations apply and the reservation would be cancelled if he could not or would not comply.  Perhaps @Helen350 and I are missing part of the story and you can fill us in if there is anything you would want from this public forum.  Otherwise, your statement might best be posted elsewhere if you are seeking Air BNB staff response.