I'm one of the hosts in Hong Kong.
in June 2024, one guest confirmed the reservation ** three days before the check-in day. Our cancellation policy is strict ( free cancellation within 48 hours, 14 days before check-in ).
Fifteen hours after the reservation was confirmed, We sent a message informing the guest, that agents would bring clients to visit the flat if they rented for more than one year, but we would ask the guest for the preferred time slot in advance. The guest didn’t cancel the reservation within 48 hours after the reservation was confirmed, which is the free cancellation period. However, the guest requested to cancel and ask for a full refund one day before her check-in day, even though we often explained that we wouldn’t do anything if she disagreed. She even announced she would report to the police. Finally, the guest requested Airbnb to cancel and get a refund in full even though our cancellation policy is not allowed.
Airbnb canceled the reservation ** on the check-in day and refunded in full to the guest without our agreement.
We disagree that we failed to disclose this, as we said we would contact her in advance. We won’t do anything if she doesn't agree. The guest had enough time to cancel the reservation if she wasn’t happy and felt uncomfortable within 48 hours, according to our cancellation policy, but she didn’t.
Our cancelation policy is clearly stated in the listing. The guest had read and accepted before she confirmed the reservation and paid. We discussed with the guest fifteen hours after the reservation was confirmed, thirty-three hours before the free cancelation period ended. Airbnb canceled the reservation and refunded it in full on the grounds of privacy violation. But the guest didn't check in and stay in the listing, What privacy was violated?
Even the tenant has already paid, the owner can still enter the premises. The tenant cannot end the contract unilaterally unless there is any breach of the contract. This is the law of tenancy in Hong Kong. The event happened in Hong Kong and hence it shall be governed by the laws of Hong Kong. No policy can override the law. Airbnb has assisted the tenants in violating the laws of Hong Kong.
We reported the case to Airbnb on 23 June 2024, Airbnb doesn't provide an effective solution till today, 40 days later. Airbnb even refused to provide its Business Registration Certificate in Hong Kong since we requested it 10 days ago. There is reason to believe that Airbnb is operating without a license in Hong Kong.
Dear all Hong Kong hosts, how can we be protected by the law if we cooperate with such a partner?
**[Sensitive information removed in line with - Community Center Guidelines]
