Maui Fire - AirBnB assures Guests receive 100% refund, Hosts Zero, and no help at all coming from AirBnB

[Gabby26]

We are residents, and have several AirBnB Licensed Vacation rentals. AirBnB has been supportIng Guests by at first pushing for 100% refunds, and now started threatening to even attach FUTURE EARNINGS by forcing refunds for guests who could not make it when the fires started, and could not cancel. We supported refunds up to the $18,000 mark, but we can no longer make our mortgage payments, and have to delay things. We are in an area not directly affected by the fire, but of course our hearts, soul and minds are with the Maui residents who were wiped out. Now we the small businesses are being wiped out with the second, hidden disaster of complete economic shutdown of Maui, AND AirBnB throwing us under the bus. Does anyone else think that
1.) AirBnB should, as they did in the middle part of the Pandemic - go after Govt money, and assure that BOTH Guests AND Hosts are treated fairly? Not 100% vs Zero%?
2.) Offer Hosts some compensation, so we do not only suffer cancellations all the way through the end of 2023 (??!?!) but now they are trying to take funds from our exhausted bank account?
Something is very wrong with this picture, and AirBnB is killing their own Golden Geese - We the faithful AirBnB Partner/Hosts.
Ideas? Others?

[Mar125]

@Gabby26 

A peer host here, and I don’t think Airbnb can do better in this situation. 

a disaster is a landlord’s nightmare and it’s an extenuating circumstance. Airbnb has to refund all guests…

[John5097]

@Gabby26 

Not sure if this has been posted but this is the Extenuating Circumstances Policy. 

https://www.airbnb.com/help/article/1320

It appears the fire would be EC event, but it's unclear how far after the event, the fire, and location that the EC policy would apply. For example should it apply a month after the fire when when there is no travel restrictions? I really don't know but may help to mention that. 

I think you are taking the right approach to raise awareness and encourage some travel if it's safe to do so. I've seen some celebs on social media say not to travel to the area. Maybe have the local officials, mayor and gov, update statements, if that's the right approach. 

I got hit by cat 1 last year and lot of cancelations, but never have problem rebooking. A lot canceled way out as the hurricane was landing. The second one in my 3.5 years, and both times had guest. Stressuful as I told them we would need to evacuate if the ocean came up to the house. 

I'm glad your losing survived. It's just a matter of time for mine to get wiped out. I hope you and others can recover. At least you have successful biz and everyone I know who gets a set back always manages to come back. 

[Pat271]

@Gabby26  You said:

Guests by at first pushing for 100% refunds, and now started threatening to even attach FUTURE EARNINGS by forcing refunds for guests who could not make it when the fires started, and could not cancel.

What do you mean by “could not cancel”?

[Katie1489]

We were supposed to stay in Lahaina at the end of September. Our Air bnb burnt down and our host isn't responding. Air bnb still will not give us a full refund. We have been going back and forth with them since the day the fires started. I can't believe Air bnb is taking advantage of this tragedy and stealing money from their customers. Any advice on how to get our money back would be appreciated. 

[Mike-And-Jane0]

@Katie1489 what exactly is Airbnb saying? They have no option other than to give you a full refund.

Now there are hosts in other parts of Maui who have posted saying they are desperate for guests so it might be possible to save your flights/holiday and still support the island.

[Katie1489]

They are saying that the dates for the extenuating circumstances policy don’t cover the dates that we will be staying so they can’t provide a refund

[Paula]

Hi there, @Katie1489 . I'm so sorry to hear about your situation. I just wanted to let you know that I've gone ahead and forwarded your case to the team for review.

Since we're not part of the Support team, they should contact you directly soon.

[Nolufefe0]

I am so disappointed with the lack of support and airbnb refunding guests without proof.