Reservation Cancellation - Extenuating Circumstance

[Mikaela15]

How do I go about contesting a reservation cancellation due to extenuating circumastances?

I have tried to interact with the Claims person Melco - but neither she nor her Supervisor are responding to requests for an update - and they have failed to phone and discuss as previously agreed.

My specific reservation was only cancelled yesterday; however this was some 3 weeks after the reservation had already ended. I had kept the reservation open for the entire period and received no notification from either AirBnB or the guests about their extenuating circumstances.

As AirBnB has already paid out for the reservation - they are now with holding payment until all the refund due to the client has been recovered.

Something in my opinion is very wrong if a reservation can be cancelled several weeks after the fact with a full refund without any notification or involvement with the host; where the host suffers 100% of the loss without any remedy to take on new bookings (as the time has elapsed with the calendar blocked out) and payment for future reservation's is withheld until refund claim has been settled. This has a double financial impact as expenses are being incurred without income.

Has anyone else experienced this situation and how does one go about remedying it?

As no matter how hard I try to interact with the Claims Department - nobody seems empowered to make a decision.

Must say, up until now I've been quite a strong fan and supporter of AirBnB; how this current situaiton leaves me very

disappointed.

[Katrina149]

I have had a similar problem. On 18th January this year I had a request for a booking for the long weekend on the 26th January, that same day I had a call from the Hospital saying I could have a medical procedure on the 22nd January, I knew I would not be well enough to host these guests on the long weekend; I explianed in writing my circumstnaces to these guests and they clearly understood, we both cancelled the reservation that same day the 18th January. Recently I had guests and looked at my bank statement, AIRBNB has docked my pay $139.00, were previously they have said that there was NIL cost in transactions. I have repeatedly tried to contact admin with no luck. I have a medical certificate & proof that I went to Hospital. I am not impressed with Airbnb's administration services.

[Etienne-Marie0]

Bonjour, I just exchanged with Airbnb. Their bad faith is total.

Thus, already published on French and English community.

Airbnb took my paid money. In a very rude manner. I have strict cancellation policy, though.

Guest, in my back, obtained a full refund. Extenuating circumstances. Despite my prior proposal (stay at another, more quiet date).

To me , this is fully illegal (leonine conventions...). 

They closed my case and told me to "plan accordingly". 

I am waiting for hosts replies ; in similar situation. So that we can send a warning letter to Airbnb.

They should cover this risk by an insurance. Serious failure. No consideration at all for hosts.

And why Katrina, host with a medical certificate, would be penalised ? Contrary to guests ?

Their cancellation policies, as a whole, is incredible.

I do remain, Regards.