Refund due to natural disaster

[Mary908]

Hello,

I'm new to Airbnb and a guest.  I need to get hold of Airbnb regarding a refund...I've looked at the Help center and I've searched everywhere for an email addess and tel # and no luck.  My complaint is I'm only getting a $50 refund out of $637.00....this is outrageous.  I talked to the host and the $50 is the only thing he will refund back to me.

Any help or advise would be appreciated.  

TIA,

Mary

[Mike340]

@Mary908

https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid...

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

https://www.airbnb.com/help/contact_us/call_us

or use Facebook/Twitter to tray and get their attention and assist you

[Matthew285]

@Mary908 do you have a reservation in Hawaii that is being affected by the volcanic activity?

Anything like that should fit into the Extenuating Circumstances policy, as @Mike340 has provided links for.

Contact Airbnb support directly and let them know what is going on.

They will have the authority to issue you a larger amount of refund.

[Mary908]

yes and no.  My brother-in-law is an Airbnb host and he was gracious enough to let us stay at his house.  He's located in Pahoa and unfortunately, he's one of the many people that had to evacuate due to volcanic eruption.

We were supposed to fly out to Kauai and that's the place where I made the reservation.  Now, we had to cancel all of our plans due to this unfortunate event and he's homeless.

Thank you.

Mary

[David126]

@Mary908

I am not sure if I understand how your stay in Kauai was impacted, as an aside have you claimed on your Travel Insurance?

[Mary908]

I did purchased travel insurance...I might go through them.  Thank you.

[Matthew285]

@Mary908, so if I understand things, your trip was to include

1. A stay in Pahoa at your brother's place.

2. A stay in Kauai at a different Airbnb
But since you cannot stay at your brother's place in Pahoa, you are unable to do the entire trip?

Would you be able to just fly directly to Kauai?

[Mary908]

that was my thinking to re-route my itinerary...

[Sarah977]

@Mary908   The place in Kauai was where you made the reservation for a night or a few before moving to your brother-law's place in Pahoa, correct? There is nothing dangerous about staying in Kauai right now, so that would not impact the first reservation, but I understand you don't want to make the trip now because of not being able to stay with family next. You'll have to talk to airbnb about this.

And FYI, you didn't search "everywhere" for contact information- it is posted on the first page of this Help forum and is also readily available through a Google search.

[Mary908]

Just wanted to say thank you so much for the advise, again, I'm new to Airbnb and you guys are awesome.  My travel insurance was able to help me on a few things and so we're working on it.

Again, I appreciate all the help.  Be well and God speed.