Cancelled my booking? No I did not!!!

[Jean5511]

Hi there! This must be a problem shared by many! Add up the $$$$$ and Airbnb are making a killing!

Late last year, well before CoVid reared it’s ugly head, I booked a place for a week and paid a deposit which was slightly more that 50%. Then along came CoVid and it became quite clear that with travel restrictions imposed by various governments including our own, we were not going on our trip to Ireland from Australia in May 2020! So I started the process of dismantling our travel plans . . . . no one had a manual for how to deal with the travel chaos and the reversal process: trying to do it was not easy. 
I followed instructions and inquired about the Airbnb booking and before I knew it, I received a notification from Airbnb that I had cancelled my booking ( WELL BEFORE TRAVELLING ) and therefore the case was closed. No refund of my deposit! !!!!

So that’s a tidy sum that Airbnb has pocketed for doing what?! Nice little earner for them!!!!!

The host attempted to contact them on my behalf but that was the last I hear of that line of inquiry.

Nothing from Airbnb to say that they would hold my deposit so that in the future I could use it against another booking when we can all get out and about again. 

How can an organisation such as Airbnb get away with this? 

[Emiel1]

@Jean5511 

As the booking was made before 14 March, the COVID-19 extenuating circumstances policy replaces  the default cancellation policy and would provide a full  refund.(incl. Airbnb service costs) in cash or in travel cedit.

Extenuating circumstances policy and the coronavirus covid19

[Jean5511]

@Emiel1

That is interesting. Thank you for this information. I did read the Extenuating circumstances policy re CoVid but that was as far as I could go. How I go about getting Airbnb to communicate with me and acknowledge that I do have a legitimate claim for a refund, is the hard part. 

[Helen3]

I would suggest you start by posting on their social media channels @Jean5511 

[Jean5511]

@Helen3 

I’ll investigate that. Thank you Helen. Stay well. 

[Ann72]

@Jean5511  It sounds to me like your host is the one who pocketed the deposit, not Airbnb.

I have cancellations this year that were not covered by the extenuating circumstances policy, and therefore Airbnb paid me the 50%.  I turned around and refunded every guest.  It was entirely up to me, not up to Airbnb.

I'm sorry but I think your host lied to you.

[Jean5511]

@Ann72 

That is disturbing. I was under the impression that hosts don’t receive any money until after the stay has taken place.  Thank you for your comment Ann.

[Ann72]

@Jean5511  You're correct that hosts don't receive payment until the guest checks in.  But even before the check-in date a host can issue a refund.  Once directed by the host, Airbnb should give the money back.  If the host doesn't put through a refund, Airbnb will keep the money until the check-in date, then pay the host.

[Jean5511]

@Ann72

Thank you Ann. I might contact her again and see what she has to say!

Stay safe Ann. 

[Ann72]

You too, @Jean5511!