Why are guests still getting full refunds in Countries with no travel restrictions and no EC like New Zealand?

[Andrew1928]

I was shocked to see that Airbnb had recently issued a full refund to a domestic guest after all travel restrictions have been lifted in New Zealand! The most recent update I recieved from Airbnb on May 2 said the guest had to 'substantiate that they are sick or unable to travel' so I contacted the guest to check. Guess what....my guest confirmed that he was not sick, was not unable to travel, did not need to provide any documents or evidence or did not even need to call Airbnb! He said he just simply clicked a button and his refund was issued!

Has this happened to anyone else yet?

[Ria16]

@Andrew1928  You have free cancellation up to 24 hours before check in . Was this after that? That would be strange indeed. 

[Lisa723]

@Andrew1928Airbnb is allowing free cancellation for any stays through June with reservations made before March 14, regardless of location:

https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

@Ria16 that's only for hosts with "flexible" cancellation policies, under normal circumstances:

https://www.airbnb.com/home/cancellation_policies

[Andrew1928]

@Ria16 yes I have a strict cancellation policy so should have recieved 50%. Instead guest was fully refunded for no reason and I recieved nothing!

[Colleen253]

@Andrew1928  as @Ria16  says, this is what your listings display for cancellation policy...

Free cancellation for 48 hours

After that, cancel up to 24 hours before check-in and get a full refund, minus the service fee

[Andrew1928]

@Colleen253 I recently changed to flexible but the guest booked when it was strict.

[PaddySeventeen0]

@Andrew1928 @Lisa723 @Colleen253 @Ria16 

Your listing is showing a flexible cancellation policy @Andrew1928. It is possible that you recently switched, or had it set to strict, but the system reverted your settings to flexible without your knowledge. That's happening to a lot of hosts recently.

However, just so hosts are aware, guests are now seeing the options below when they're attempting to cancel (the screenshots in this instance are in relation to a late July booking). They can either choose a 100% refund in the form of travel vouchers, with no documentation needed at all, or choose "Host Policy", which will give them a pittance back (and once again, makes the host look like the villain of the piece), particularly if they only paid 50% upfront. There is a third option for a cash refund, but that's hidden below in the fine print, involves a lot of faffing about, and requires official documentation to be provided. Inevitably, the majority of guests will plump for the 100% in travel vouchers.

This of course is a calculated business strategy by Airbnb, rather than anything to do with public health and safety, closed borders or travel restrictions. It allows Airbnb to sit on the cash to use as working capital now, while losing nothing on their service fees. Additionally, at least 20-25% (conservative estimate) of the travel vouchers they've issued will never be redeemed, providing them with a fortune in easy unearned income. They'll also attempt to use the perceived goodwill  and  potential future bookings as leverage for a higher IPO valuation. The fact that beleaguered and financially desperate hosts who have already lost several months income will continue to be used as collateral damage in order for Airbnb to save their own skin, appears to be of little to no relevance to the company

[Andrew1928]

@PaddySeventeen0 yes I used to have a strict policy and the guest booked under this strict policy. I decided to move to a flexible policy.

Crazy how Airbnb is treating hosts. I'm wondering if this is even legal? Very unfair that guests get to cancel penalty free when there is absolutely nothing preventing them from staying.

[PaddySeventeen0]

@Andrew1928 @Ria16 @Colleen253 @Lisa723  @Helen427

Just FYI, the COVID Extenuating Circumstances policy has also now been extended to July 15. 

June 1 Update 

Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date between 14 March 2020 and 15 July 2020, are covered by the policy and may be cancelled before check-in. Guests who cancel will have cancellation and refund options, and hosts can cancel without charge or impact on their Superhost status.Airbnb will either refund all service fees or issue travel credit that includes them for covered cancellations.In order to cancel under the policy, you will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance.

The host’s cancellation policy will apply as usual to reservations made after 14 March 2020.

Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and reservations that were already cancelled will not be reconsidered.

https://www.airbnb.ie/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19

[PaddySeventeen0]

@Andrew1928 @Ria16 @Colleen253 @Lisa723  @Helen427

Please note:

"You will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance"

"Attest to" is a relatively recent term being used in the EC policy, and basically means that the guest must simply make a statement to CX that they qualify for an Extenuating Circumstances cancellation, either verbally over the phone, or just a couple of lines in an email. No proof, documentation or supporting evidence is required in these instances

[Colleen253]

"It is possible that you had it set to strict, but the system reverted your settings to flexible without your knowledge. That's happening to a lot of hosts recently.' @PaddySeventeen0  

My settings have spontaneously changed often enough that I check them almost daily now to make sure everything is still as I set it. I did wonder if this had happened in your case, @Andrew1928 

[PaddySeventeen0]

@Colleen253 

Yeah it's a really good idea - imperative really - for everyone to check their settings as often as possible, particularly with the system going haywire at the moment. All sorts of crazy stuff going on! 😉

[Ria16]

@Colleen253 @PaddySeventeen0  You are so right there. My check in time keeps magically disappearing.  

[Ria16]

😷 

[Helen427]

Hi @Andrew1928 

Hasn't the whole situation been beyond belief how it's been addressed here by academics who think we have no rights, or laws in NZ?

As the Public Health Act says clearly, it's only IF one has an infectious disease, not if one doesn't..

Fun times ahead for us with an election looming.

Look up PM Gough Whitmore 1975 Australia & what happened.

 It's incredible how many who should know better aren't applying the law correctly.

Did your guest say why they cancelled their booking?

Had they been prompted & encouraged to cancel?