@catherine-powell

[Josh1183]

@Catherine-Powell we have used Airbnb many times over the years and hoped to have a family thanksgiving this year. However as you know earlier this week the CDC issued a recommendation to not travel for Thanksgiving. In addition California has instituted a curfew for the county in which we reside. With this in mind we contacted our Airbnb host for the trip Thanksgiving and asked if we could reschedule to a downtime in 2021 post pandemic. The host was unable or unwilling to accommodate this request and therefore we will lose our $2000z It has been escalated to the Airbnb support however this is not proven to be fruitful. We are healthcare providers and on the front lines and will be working in the hospital the following week. Given the CDC recommendations we cannot in good conscience be hypocritical and travel during this spike and potentially infect others now or during our return. The host is unwilling to budge unless Airbnb issues specific guidance on the latest CDC travel recommendations. 

[Anonymous]

@Josh1183  As healthcare workers on the front line, surely you must have been well aware of the fact that the pandemic had no chance of being over in time for Thanksgiving. So why did you book a property without a flexible cancellation policy? 

It sounds like you expected your host to be your de facto travel insurance policy.  It's nice when the host is able to offer a date change, but it's not something that's owed to you. 

[Sarah977]

As health workers, it's absurd to me that you only cancelled due to CDC recommendations not to travel. That you would assume that you could travel and have a gathering for Thanksgiving up to a week before Thanksgiving, when that is so obviously an irresponsible and dangerous thing to contemplate, and has been for many months, regardless of "recommendations" that just came down is why the rest of the world looks at how the virus has spread in the US and think " Well, it's no wonder- Americans just don't seem to "get it".

@Josh1183

[Pamela895]

@Catherine-Powell As a new Host and our first experience with AirBNB pay-out - we give AirBNB a 0 stars out of 5 stars!

We had our first renter on 11/22/2020 with the expectation of pay-out at time of renter check-in (BTW, VRBO pays Host 50% at time of reservation and 50% 30 days prior to check-in).  We received a notice that the pay-out was deposited, however, it went to an closed bank account in my Host profile (my fault for not removing closed bank account), not our opened default bank account.  So, I called and messaged AirBNB about the incorrect bank account and was told it is the banks problem.  I contacted PNC Bank and they returned the payment on 11/27/2020 with a Reurned Tracing confirmation number to AirBNB (documentation).  on 11/30/2020 called and messaged AirBNB- told to wait ten days; 12/10/2020 called and messaged AirBNB with all the PNC bank documentation of the Return Tracing #; 12/14/2020 called and messaged AirBNB again no resolution from AirBNB concerning our pay-out.  On 12/18/2020, we FedEx a package to AirBNB that was signed by J Jams on 12/21/2020 at 10:39 am with all the copies of the communications between AirBNB; Return Tracing document from PNC bank; letter from our business, Sunrise Dreams SC LLC asking for resolution of our renters pay-out.  No resolution or communication from AirBNB.  So, we called AirBNB on 1/4/2021 to check status of our pay-out and was told that the customer service rep will escalate our ticket to service team and that AirBNB does not receive payments. What? 

As of 1/5/2021, We, as Host, have not received our first renters pay-out from 11/22/2020... no resolution, no communication has lead to a Highly disappointed Host experience!  We are asking for assistance.

Pam and Mike Lohbeck

**[Personal information removed in line with - Community Center Guidelines]

[Catherine-Powell]

@Pamela895 Thank you for your message and for getting involved and posting here in the Community Center. I'm very sorry to learn you've had a bad first experience and an ongoing issue with your payments.

I have flagged your issue directly with the Payments team. I hope it won't be long before you hear from someone, but please do be assured that the team is aware of this and working hard to help you.

Best,
Catherine

[Tierra27]

@Catherin-Powell

Hello Catherine,

I have typically found myself rather pleased with the support I have received from AirBnb-the few times Ive needed it. I began using AirBnb in 2015 internationally. And have also briefly hosted during COVID.

Unfortunately, I found a need to raise awareness to the chain of individuals I have come in contact with during a recent event.

I experienced a stay where I, as directed, provided evidence of a host violating the ventilation step for cleaning as per policy. This information was immediately reported to AirBnb support. Although I was granted monetary compensation for my “trouble”, my greater concern has been ignored.  1. The host has still received payout for this violation.  2.  This “final decision” made by a support ambassador does not at all address the matter. 3. Only 3/10 of the representatives I have spoken to since check-out seem to be aware of this policy step. Even those of the specialist team who handle cleanliness complaints. 4. And my answer seems to be summarized as: “more could have been done if you were still at the booking”. Or “ as the final decision of the ambassador stated: “we only hold funds if your booking was incomplete but you completed the booking so we have not need to hold funds from the host.”  

Again, not addressing the concern at hand. Which to be clear is: the host has violated the 5-step process. She stated it herself. And yes, unfortunately this was found UPON my checking out.  Should this leave me without confidence my concern is valid?Does this allow her to be paid because as a guest I did not have the choice to cancel any sooner? As I stated to each representative, I do not believe these policies are in place not to be enforced by AirBnb. 

I am not a forum user-by no means. I have no social media. However, I stumbled upon this option in an article you wrote and felt it was the one way to get to someone “outside” the help department. 
Because at this point it is the AirBnb staff that is of concern as well. I also feel that my health has been put at risk as well as others if this host is not addressed properly. 
 

Thank you for your time and all your efforts Catherine!