Coupon lost after cancel

[Cosmin5]

Dear Community,

First of all I want to start by saying how awful is the "help yourself" implemented by airbnb and how i ran in circles for at least 30min searching for an answer to my problem. The fact that i can't raise a ticket is very bad and i will think 2 times next time when using this platform.

Steping to my problem. I've had a coupon for new joiner on Airbnb, coupon which "i've used" with my first reservation. As you can see i've put i've used between quotation marks because i had to cancel my reservation because didn't like the location even though the apartment was Ok. Therefore I didn't actually used the coupon, I didn't benefit the discount from it  since i've cancelled the booking. Got my money back but the coupon not ! I see this new joiners coupon like an welcoming gift from airbnb which is nice, but in this particular case i couldn't enjoy "my gift" and at the moment i assume that this doesn't work as intended (with refund was supposed to get back also the coupon).

Thanks in advance for your support !

Is there any way to recover it ?

[Gretchen110]

I completely agree. I lost a $200 coupon because we had to cancel our trip during a 100% refundable window. I didn't read the fine print on the coupon and could not believe that Airbnb wouldn't issue it as a credit after our cancellation. I cannot think of any other company that essentially forfeits your coupon during a 100% refundable window. This policy goes against the spirit of a coupon. Since the coupon is only good for Airbnb's platform, reinstating it would basically guarantee that we would  book again. The current policy just creates bad feelings and makes me not want to book using Airbnb again. 

[Akram13]

Hi,

How about the change on the reservation? It seems after changing the reservation date , we lost the coupon on our new bill 😞

[Matthew1198]

This is a horrible policy that Airbnb has issued, especially for the Super Hosts! Like many of you, I have lost a coupon simply by needing to re-book my stay in another location. Even if you cancel in the 100% refund window, your coupon is considered "used". This not only does not make sense... it basically removes any "benefit" in having a coupon. This feels like another example of Airbnb not providing great support to their Super Hosts.

[Dieuwke2]

I agree with all of the above. The conditions are extremely strict. That’s their choice, feels unfair, but they may do that. But then at least show it explicit when you are making a reservation. A warning on the reservation page that you will lose your coupon when you cancel (or change) that particular reservation would be the least they can do.

i got. my coupon after my fourth cancellation in 12 months. Again, while making that reservation they didn’t explicity tell me that I would get a voucher for the service fee instead of a refund. On the reservation page it said a full refund will be made after cancellation. No indication or whatsoever that a cancellation would lead to a coupon. So I feel misled twice bij them. I lost €264. 

[Marc9415]

I lost over $700 after not being informed of this policy! This is a complete bait and switch by Airbnb and I am left feeling like money was stolen. Their customer support said they do not regenerate coupons, but I see here that they do in cases of host cancelation. It is disingenuous to offer a coupon in lieu of a refund with this type of policy. They have lost a long time customer.