'elgible for a full refund'

[Beck425]

Hi, I've not posted on here before, so sorry if break any rules.

I've only stayed in airbnbs never hosted and the stays have gone smoothly apart from this last one. Im just seeking help, or thoughts/explanation.

So I booked a condo in usa in december for a trip on march 11. Then I was made aware of a public health announcement and health/travel advisory in the immediate vicinity on Indio, California, where I was due to stay. I had paid all my by balance back in feb 2020. Due to the health advisory of covid 19 in the area, i contacted the host, who simply said she'd refund the cleaning fees and if anyone else booked for my dates she would refund. Who on earth would book knowing covid-19 is in the area?

Anyway, I went through to the cancellation pages on airbnb and it stated -
'This reservation qualifies for a full refund because of the incident covid-19 affecting indio, if youve confirmed with your host that your trip is affected (I did) we can help you change or cancel the reservation now'.

So off i go to the cancel button, 'you'll be able to review everything before your reservation is cancelled' it says
Next page, 'you can get a full refund for this reservation, our extenuating circumstances policy allows you to get a full refund for this reservation because of covid19', continue
'Does this look right' (next page)
'you originally paid 2134.72 for this trip. Based on our extenuating circumstances policy, you're eligible for a full refund
nightly price, full refund 1499, cleaning fee full refund 162, service fee full refund 257, taxes full refund 214, total eligible refund 2134.72'. So how do i not get a full refund?

Can someone help me out, or offer any thoughts? Ive been on messaging with airbnb support, but they are just claiming im not eligible for a full refund, despite me having (and sending them) screen shots of all the pages of cancellation i went though. But they don't have any reasons.

Thankyou for your time, beck

[Sarah977]

@Beck425  According to the COVID policy Airbnb put in place, bookings which were due to start before March 14 aren't eligible for a full refund. So that may be why this is getting so screwed up. Since your booking didn't fall within that policy, I don't understand why they would have sent you what you screenshot, saying that you would receive a 100% refund. You're just going to have to keep trying, their CS is swamped right now. Good luck

[Beck425]

My case started on March 9th so they had a different set of ECs in place it seems, for me to be able to have the screenshots I have! 

Will keep trying 😊

[Sergey120]

Hi @Beck425. Do you have any updates on your refund?

I have a similar case with screenshots that "This reservation qualifies for a full refund". I cancelled my stay after check-in to get back home. But I was sure that I will get a full refund at least for the rest of nights as it was shown at all cancellation steps.

[Beck425]

@Sergey120 hi, yes I finally got a refund. Do you mind me asking what date you cancelled on? I might be able to help you out with a document I have on the correct extenuating circumstances policy instead of the newly updated one they are seemingly referring to. If you stick to your demands and get a senior manager to work your case they are much better. As soon as that happened I got my refund straight through. I suggest just annoying them everyday on Airbnb messaging 😊

[Sergey120]

@Beck425 I cancelled on March 15 in the morning EST time. Before cancellation I read the EC policy and there were not a notice that reservations start before March 14 aren't eligible for a full refund.

[Beck425]

@Sergey120Try this website for the correct EC policy. Then use it as reference in your airbnb support case, instead of the one they are referring to: http://web.archive.org/web/20200314015558/http://www.airbnb.com/help/article/2701/coronavirus-inform... Good luck