Hello everyone,
I totally agree with many hosts that Airbnb become a game player to cover up their mistakes all time. They never admit they had done anything wrong.
I had a few bad experiences recently with some cancellation of reservation involving my moderate cancellation policy. It was a negative impact on me emotionally and also badly affected on my review rate too.
When Airbnb calculated refund With my moderate cancellation, I knew it was wrong but I was kind of confused initially if my moderate cancellation wasn’t what I understood or if it’s changed.
This was another miscalculation again in 3 months. I reviewed carefully over and over this time and started fight for my payment that should be received correctly.
I will show you how I interpret my policy using an example of guest booking says a 5 nights reservation for the days of 21-26.
After check-in on 21 guest went to visit friends and decided to cancel the reservation . Airbnb advised him to stay one night and shorten the nights from 5 to 1 so can avoid cancellation policy inspection. Guest took the advice and stayed one night at my place, change the dates from 21-26 to 221-22. Airbnb refund him full amount for the 22-25 5 nights
My interpratation.
- The moderate policy clearly states:
If the guest arrives and decides to leave early, 50% of the nightly rate for the nights not spent 24 hours after the cancellation occurs are refunded.
This is how I apply this policy to this case
1. Please note “guest arrives and decides to leave early “ is subject to the cancellation policy.
Any change made on my policy should be subject to my cancellation policy ,
2. The 22 is within 24 after the cancellation occurs
Guest should not get refund for the 22,
3 for 23,24,25 the 3 nights are the 24 hours after the cancellation occurs.
He eligibly receives on,y the 50% refund of the 3 nights 23,24,25
And I asked Airbnb pay me back from their pocket because of their mistake
But Airbnb First misinterpreted the policy. They even told the guest do not chose to cancel which will be subject to my cancellation policy. But change a reservation would avoid cancellation policy investigations. They tried using many terms like “change, shorten, modify...” of a reservation just avoid the word of cancellation during our message and phone conversation, and told me that “change “ are not the same as to “cancel” so it’s not subject to my cancellation policy at all.
After I show them what was the policy states, and how should interpret and apply to my case, they didn’t answer my question directly, but continued Play all tricks and games to avoiding their miscalculation (very very long messages between me and the help team ) , and told me this is the final conclusion.
Anyone has similar experience?
I think I should file a complaint, but seems no way? BBB no good anymore?
Have Anyone file a complaint of Airbnb to justice department ?
Any suggestions, helps or comments are welcome!
Thank you!
Jean
