Confusing Refund Policy - Help!

[Lela9]

This is my first time using Airbnb and it's not been a pleasant experience. I booked a house last December for the month of April 2018. On the owner's listing - regarding refunds - it states:

"Cancellations

Strict

Cancel up to 7 days before check in and get a 50% refund (minus service fees). Cancel within 7 days of your trip and the reservation is non-refundable. Service fees are refunded when cancellation happens before check in and within 48 hours of booking."

I cancelled last week when I found out there is a security camera INSIDE the house. I know that is allowed (according to what I've read - in common areas only), but all the listing says is "Surveillance or recording devices on property" it says NOTHING about a camera INSIDE the house. So I cancelled. In doing so, I was only refunded $150. because the reservation was for a full month - or as Airbnb says, "over 28 days."

So even though on the listing, it says 50% refund, apparently Airbnb doesn't allow that? Very confusing. Also, the owners said they would allow me a 75% discount and only make me pay $500. However, now they are saying they don't get their money until after the original check-in date - and then they can refund me.

I am very confused and would like a refund...but not sure where to turn.

[Elena87]

@Lela9

If the booking is over 27 days, the strict cancellation policy isn't applicable, the long term cancellation policy becomes effective.

https://www.airbnb.com/home/cancellation_policies#long-term

You can also review the airbnb policy on cameras

https://www.airbnb.com/help/article/887/what-are-airbnb-s-rules-about-electronic-surveillance-device...

The policy says 'If a host discloses the device after booking, Airbnb will allow the guest to cancel the reservation and receive a refund'

From what you describe, you seem to have a case for a refund. Call airbnb to discuss.

[Lela9]

@Elena87Thank you. As mentioned, the listing says, ""Surveillance or recording devices on property."

Even though I booked last December, I finally ask the host last week if the cameras were only OUTSIDE the house. It was then that I found out there was also one INSIDE the house. So, I only found out because I asked.

Also, apparently the host is apparently not aware of the "long term" policy since he's been telling me the refund is 50% up until the last week before check-in.  Even though now, they have told me they will refund 75%. Frustating.

You are right... I should probably call Airbnb.

[Rene-and-Zac0]

call this number and advise them there are unlisted surveillance devices on the property in private living areas. 

[Lela9]

@Rene-and-Zac0 

Thank you. As mentioned, the listing says, ""Surveillance or recording devices on property."

However, I only found out there was a camera on the living room and kitchen after asking if there were cameras INSIDE the house.  I think I read that it is ok with Airbnb...but they cannot be in the bedrooms and bathroom. Even thinking about them being in the open living/kitchen area freaks me out.

[David126]

Only becomes an extenuating situation of the cameras were not disclosed. Can not work out if they were or were not.

[Lela9]

@David126It was only after I asked if there were cameras INSIDE the house that I found out there are... in the common living/kitchen area.  I believe that is actually allowed by Airbnb - which REALLY surprises me.

[David126]

To make a claim under the security deposit or host guarantee ABB require evidence so Camera's are pretty much essential.

[Ange2]

@Lela9  It's true that hosts don't get paid until after the original check-in date. Airbnb holds the money so better to speak to them about it.  In most States people renting a place have a reasonable expectation of privacy as far as I am aware.  I agree, it is creepy.

[Lela9]

Thank you, @Ange2. I'm going to call Airbnb tomorrow to try to get this sorted out.