AirBnB reservation strict cancellation policy that permits refund within 48 hours of check-in.

[Fred245]

We had a guest who cancelled their 4 night reservation through the AirBnB platform 48 hours prior to check-in. Our cancellation policy is strict.  We do not feel that a death of a relative warrants a refund nor does some of the other exclusions AirBnB finds acceptable. This AirBnB practice places the risk of cancellation squarely on the host not on the guest where it rightly belongs.

We were sold out for nearly four months during this time and could have easily resold the dates if notified even 14 days out. Less than 48 hours, and in a location guests have to travel too, not a chance. So the cost and lost revenue falls entirely on the host.

Trip insurance is available to guests and so that a guest to avoid this problem. Instead they decided to place the risk on us.

AirBnB should offer or have another vendor provide trip insurance if a guest wants to avoid an uncontrollable risk as this.

[Lisa723]

@Fred245 yep, if you host on Airbnb you are required to provide free trip insurance to your guests. Build it into your price...

[Fred245]

I enjoy sarcasm and I'm assuming you mean this as a joke. Asking guests to pay for other guests insurance is a non-starter for guests and rightly so.

There is a pretty long list of "acceptable" excuses that AirBnB will accept to cancel a reservation on short notice. It is pretty easy to create fake documentation with photoshop, web design tools ect so as to look to support a fraudlent claim.

Many successful businesses have policies that include non-refundable deposits or fees with no exceptions regardless of who has control or the issue. No refund period.  Airlines for example, or try renting a hall for a wedding, or caterers the list is long. If a guest wishes to protect their funds from this risk, and it is a risk, then they should purchase insurance based on their individual needs.

AirBnB should understand this and not place hosts in foreseeable harms way. Hosts need to unite so as place pressure on AirBnB to change their policy.

[Helen3]

When we join as hosts part of the T&Cs we sign up to is the exceptional circumstances policy @Fred245 

Quite honestly if my mother or father dad or other close relative I wouldn't travel.

This policy applies both to guests and hosts.

I appreciate how frustrating this is for hosts particularly when it seems Airbnb doesn't police supporting evidence too closely.

There are other listing companies that don't use a guarantee, so you could use them if Airbnb's EC policy is a deal breaker for you.

[Lisa723]

@Fred245 no, my response was not meant as a joke. I don't like Airbnb's policy on this at all, but since I am forced to provide the insurance, I do build it into my pricing.

[Fred245]

Yes, as AirBnB hosts we all signed up for the T&C. However, that doesn't mean could be improved. AirBnB itself are making changes to T&Cs as they see fit and market conditions change.

There are many hosts in the AirBnB community that see hosting as free money. Possible you are one. In our case we are operating a business full time with occupancy rates runing 80-90%. A guest who cancels for whatever reason in short notice prevents us from re-selling the space, hence not only a loss of revenue but we incur costs for said period. We also take reservations upto 7 days which could amount to nearly $2,000.

AirBnB's current policy does not protect hosts. As a host if my Father was to pass and I had to cancel a guests reservation, AirBnB treats my cancellation differently that if a guest does. The guests gets all there money back. In my case I lose my expected revenue and AirBnB only promise not to punishe me.

Wow, you call that protection.

The issue again is not that people die without notice or that weather events occur. and the effected parties have no control.  The issue is that these represent risks to both hosts and guests.

There is a cost effective and efficent manner to address this risk to ensure no parties are hurt either guests, hosts or AirBnB. Its called low cost travel insurance. As a host I would be glad to purchase, but its not offered to hosts as they are not the traveler.

If you are unable to see the wisdom in this I'm sorry. Others do.

My hope is that a group of concerned hosts come togethor to encourage AirBnB to change their policy so as to protect all parties from financial damage.

[David6]

@Fred245 frustrating as it is, Airbnb also need to ensure they are keeping an eye on the competition. Especially now they are competing in the hotel market. Book ing dot com have many hotels that offer free cancellation up to 24 hrs. And many Airlines will refund over a death of a close relative. A UK based budget airline refunded a return trip in full, as my uncle had recently passed away & I was not able to travel. They didn’t even ask me to submit documentation. 

Airbnb allowed many guests to cancel during the recent strike period  in Paris that caused Eurostar cancellations & huge delays. I lost a booking 18 hrs before arrival and Airbnb agreed with guest it was  ‘extenuating circumstances’  . I appealed and they eventually paid out,  as I could prove the guest’s train was not cancelled or going to be delayed. 

[Leplubo0]

@David6 the cost should be supported by airbnb not the host. I think with their extremely profitable business and $100B valutation they can pay these minor fees instead of sucking it out of the hard working small homeowners.

Lyft went IPO, Uber goes tomorrow, both built their wealth while drivers are on strike as I type this post because they don't even make minimum wage.

I am all for entrepreneurship but we should stop airbnb from bullyin us.

[Fred245]

David - all good points. Actually, my suggestion could provide AirBnB a competitive advantage. As a host, I'm open to pay for cancellation insurance for this small window of time as I think many active AirBnB'ers would also.

[Fred245]

This past year hosting on AirBnB, with more than 100 guests we are happy with AirBnB's quality of service and support to hosts such as us. We have found them responsive to our concerns. I hope AirBnB takes my suggestion and give it fair consideration. They already have most of the structure in place, meaning under what condtions an insurance claim would be honored,  can improve their business model provide a competitive advantage and prove to be efficient and effective in helping to mitigate financial losses due to events that are both unforseeable and under no one's control.

[Leplubo0]

@Fred245 I'm totally with you. Got 3 cases of Extenuating circumstances in 6 months. Had not had any during 3 years and a half before that. Lost the 1st 2, won the last one. Happy to share in PM what happenned in the 3rd case.

The thing is that guests read these posts and learn fast. So "Extenuating Circumstances" has become a free cancellation tool for them. We have to protest strongly and give airbnb headache on this including legal challenges and stop them from contantly bullying us on every matter. Without us they don't exist. Can't believe not a single host strongly supported your views.

I fully understand **bleep** happens but it should not be the host's loss. Where is the great lovely airbnb with their good morals to protect the weak? They basically say to the guest: "Oh we are so sorry you had to go throught this, don't worry, we refund you immediately." and then turn to the host:" sorry host, you pay for this". THIS IS EXACTLY WHAT THEY DO and so many hosts just let them do.

[David6]

@Leplubo0 Airbnb need hosts, but they don’t need us as individuals. Otherwise they would not be delisting superhosts without notice or treating  hosts with years of experience and stellar reviews, with such contempt.

They need guests and are trying to improve their online ratings as guest reviews at the moment  are horrendous.

In most cities now hosting is being  regulated & restricted (with much more to come) . Plus Airbnb are also now offering hotels. Most areas are way over subscribed with hundreds of empty listing per night and with nightly rates eroded. Huge over supply in London. Airbnb have the monopoly at moment and they act that way because they can. Do I like it? No way. Is there anything to be done. Not really because we are not a priority. Airbnb will only worry if and when they loose market share, and all the best hosts depart to a new ‘competitor.’ Unfortunately  I can’t see it happening anytime soon.