Reservation and Cancellation

[Brianna143]

Hello, so im a guest and I have a problem. So, I booked a trip back in February (the 10th) and it was group trip for me and some friends graduation. Well, recently, a lot has happened. First, my grandmother is elderly and keeps falling (recently had knee surgery) so she has to get the other knee done. She plans to get it done the week after the graduation, the week of the trip  (she's waiting as long as she can until I graduate because its a big deal for everyone, FIRST GEN YAYY!!!) so, I will be the one to care for her. My grandfather passed and her two sons (my dad and uncle) stay further away so I am always her care taker. So, I will be caring for her after surgery. She is literally like my mom anyways so I don't mind. But, that has happened as well losing my job. So anyways, I tried to cancel last week (March 11) and they told me they have strict policy and I could only get 50%. I was understanding and went to process my refund but it was only trying to give me $2 back. So, after re contacting the host they told me that Airbnb would explain it. So, I contacted Airbnb and they told me that they would try to talk to the man about getting my money back. After some time, they told me he refused and that the 50% only covers if I paid the entire cost and I only paid half ($1,100). For me, that is a lot of money. I was already being understanding to take half but I refuse to take $2 out of $1100 that I paid. So, I tried to move the dates back to at least accommodate my situation and try to get a job to save money and get my grandma situated. They have now told me they recently changed their policy to having to book for at least 31 nights so im not allowed to change the reservation either unless I pick 31 nights when I originally only had 3. I keep contacting Airbnb and they are no help and my host does not try to help me at all. I feel like I have to beg for a reply and when I do get one its a scripted paragraph. I just dk what to do. Should I take it to small claims court? Even I just will take my half back. Im trying to be understanding but my host is also rude and unhelpful. Please help me. Honestly even after this mishap, if things changed and I was able to stay I wouldn't simply because of how unhelpful the host has been.

[Ute42]

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@Brianna143 

The rental price was $2200, that's 100%.

You cancelled and lost $1100, that's 50%.

And now You don't have to pay the second 50% of the rental fee.

So You have saved $1100, that's 50% of the rental price and now You're all set.

[Sarah977]

@Brianna143  You are not entitled to 50% of your money back! You are entitled to 50% of the total cost of the booking, of which you only paid  50% to start with. 

[Dale711]

@Brianna143 

Kindly take your times to discussion with Airbnb case manager, I am surely the team will assist you. 

[Helen3]

You have already been given 50% of your money back by not having to pay for the second half of the booking fee @Brianna143  as @Sarah977  explained earlier in the thread.

Look at this example ;

The fee for your accommodation is £100

£100 = total

50% of £100 = £50

so if you cancel and had paid the £100  you would receive a balance. of £50

However in your case because you only paid the £50 ie half  of the amount due up front, there is nothing due to be returned to you as you didn't pay the remaining 50% of the booking due .

Sadly @Dale711  is not giving great advice here as you have already been refunded in line with the cancellation policy you booked under.. 

I'm sure if you explained the circumstances one of your family members would stay with your grandmother for the short period you are due to be away. 

[Elena87]

@Brianna143 

Maybe you can rearrange things so your friends can still go on holiday without you.

[Dale711]

@Ute42 @Sarah977 

“ there is preferential activation of the amygdala” 

You’re wrong, so, so wrong.

Here is a open forum, kindly reminded you that every members, everyone in the CC have a right to give their thoughts and suggestions.

“:Seeing from another person's perspective helps you to understand things in a different light and opens up the path for a whole lot more of understanding and tolerance. Sometimes things appear to be big, but in the big picture, it is actually something small.”:

@Ute42 ,  You should tag on @Brianna143 ,

You’re wrongly tag on me, you should show your perspective to her and she with others students will consider to accept your concern.

You state “ The host may be lost the 1100 usd, and may be this  host is flighting with financial.....”:

Again, you said “ may be “ 

Nevertheless, the fact is @Brianna143 and  other students are losing the money 

That is the fact in present! 

Many people struggle with seeing things from someone else’s perspective, I hope not happen on you ! 

With my respect, I was wondering why can’t you write your point of view to @Brianna143 ? 
I surely @Brianna143  and others will be listening  and consider to look in to it. 

Again, my perspective.

[Ute42]

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@Dale711 

I wrote to You, because You've suggested:

• Well! @Brianna143 never, never give up!
  Represent all your related documents to Airbnb Support Help Center, insist the case manager to assist you and seriously look in to your case, and till you get back your full refund!
  
  Do shared your stories via Airbnb social media, Twitter, Instagram, Facebook for fast attention.
  
  I wish Airbnb will fully support to you and persuade your host for the full refund!

Airbnb isn't doing anything wrong, they are just holding up the agreed upon cancellation  policy.

[Dale711]

@Ute42 ,

Did I stated Airbnb is doing wrong ? 
You’re wrong, again ! 

“:Airbnb isn't doing anything wrong, they are just holding up the agreed upon cancellation  policy.”

I never state Airbnb is wrong!

As present, Airbnb is absolutely correct in the cancellation case of @Brianna143 .
Following the host cancellation policy! 

Kindly reminded you that, Airbnb is a Trust and Safety platform.

[Sarah977]

@Dale711  You seem to talk in circles. If you agree that this guest has been refunded correctly, why would you advise her to try to pursue a further refund? 

And what on earth does any of this have to do with trust and safety?

[Ute42]

.

@Dale711 

Good night and  vive la france  😎

[Dale711]

@Ute42 

Danke, schlaf gut und süße Träume 💤

[Sarah977]

@Dale711  Everyone here is most certainly welcome to state their opinion, but the OP did not ask for opinions, she misunderstands how the cancellation policy refunds work, and thinks she is entitled  to receive back half of the half she paid up front.

It's one thing for you to offer her your sympathies, say you, as a host, would have refunded her, and even say that you think all hosts should do this- those are opinions.

But offering advice that she should pursue more of a refund, when she is not at all entitled to one under the cancellation policy, is just bad advice and completely ignores the fact that she does not understand what refunds are based on.

Helping a guest doesn't consist of urging them to pursue a refund they aren't entitled to, helping a guest is about clarifying policies they are confused about and letting them know when they do have a legitimate case they should pursue. I have many times told a guest they are definitely entitled to a partial or full refund, depending on the circumstances. This guest had no legitimate grounds for more than the 50% refund of the total cost of the booking.

That she had personal family circumstances that caused her to lose half the booking fee is indeed too bad, and I can sympathize with how hard it is to lose money, but that doesn't mean she is entitled to a further refund or that she should waste the time of customer service trying to get one, or post angry sob stories on social media about how unfair this is and how rude the host is.

Her "problem" is that she doesn't understand what a 50% refund is based on, not that she has been wronged in any way.

[Dale711]

@Sarah977 

As a matter of fact, your concern is much appreciate. 

Nevertheless,  I do hope she get back the full refund. 
                          Of course, I not surprising you stated  this is her “ problem” ! 

“ Firstly, please don't be rude to others under my post. Secondly, as stated before I did not fully understand the policy and I stated that to the Airbnb consultant. My host however was being rude by not trying to at least explain the policy to me after I stated my confusion on the refund process. And you are right, I am not entitled to more than a refund than I gave. I paid $1k and only asked for 50% back, but $2, no.” 

[Anonymous]

@Brianna143   The advice given to you by @Sarah977 and @Ute42 is correct. I'm sorry that you're likely absorbing a loss here, but this is the risk you accepted when you chose a listing with a strict cancellation policy.

If you decide to use Airbnb in the future, keep in mind that they offer a Search filter for stays with flexible cancellation policies. If you had taken advantage of this, you could have saved yourself a lot of money and hassle. Alternatively, a travel insurance plan with a CFAR benefit could have reduced your losses - insurance is not just for old folks! I know first hand how disappointing it is to lose hard-earned money on a thwarted vacation, but one thing I remind myself there is that a vacation budget is money I had already chosen to part with - I would lose it all if the trip worked out as planned, so it would be disingenuous to say I shouldn't have to suffer the loss because of my financial situation.

[Dale711]

@Helen3 

In certain circumstances, when cancellation is committed,

 policy and principle must be followed.

There may be situation where penalty has to be reconsidered.

Eg :  When someone steals food or money and finally it is discovered he or she committed the crime,  because there are children at home to be fed.  They are so poor and no other means to get money or food but to steal. 

                                                  “ This situation has to be properly reviewed.”

@Brianna143     “ l will be the one to care for her. My grandfather passed and her two sons (my dad and uncle) stay further away so I am always her care taker. So, I will be caring for her after surgery. She is literally like my mom anyways so I don't mind. But, that has happened as well losing my job........” 

As a Airbnb host myself, I’m fully support the point of view @Sarah977 @Ute42  and others.

We do have had a big problem with Customer Services refunding Guests in the face of protest from Hosts.