We understand there may be some confusion on what happens to service fees for bookings that are cancelled under our extenuating circumstances policy. We want to clarify that Airbnb is refunding all service fees to hosts and guests original payment method for these cancellations.
Airbnb won’t benefit from any reservations canceled under this policy. We're truly in this together.
It’s a difficult time right now - and during times of uncertainty, it is important that we find ways to connect and support each other. Sometimes the little things can go a long way, so please share any tips and supportive words you have for one another.
Updated March 17th
Zgola agradezco si me pueden decir a quien puedo contactar porque tuve que cancelar una reserva y no me devolvieron todo el dinero, parece que me cobraron por cancelR y no es justo.
Agradezco la informacion
I have a long term stay booked for August 8-November 30. Unfortunately, my mother (who I live with at the moment), has tested positive for COVID-19 and I also live in a hot-spot in Florida, so I need to cancel. I have been trying to get a hold of Airbnb customer service for the last couple of days to no avail. I am prepared to give them my mother’s positive test results as documentation so I receive a full refund. Is there any way for me to contact Airbnb in a more direct and timely manner? I feel bad that my host can’t find another guest to stay at her property until I cancel my reservation. Thanks in advance!
@Paige172 How have you tried to reach customer service? If by phone, wait times are ridiculous now. Try them through their Twitter account.
In the meantime, have you let your host know you need to cancel? If not, that would be a polite thing to do- let them know the circumstances and that you have been trying to reach Airbnb so you can submit the required documentation for a COVID cancellation.
@Sarah977 I have contacted them through their twitter account and they responded and said
“Thank you for reaching out, Paige. We've located your account, and have forwarded the matter to a specialized team. They will be following up as soon as possible to assist with this. Please be on the lookout for their correspondence.”
They sent that yesterday and I still have not been contacted. I finally got to speak to a real person on the phone today and they told me they were transferring me to a different team, that was 2 hours and 45 minutes ago and I’m still on hold. I have told my host and they tried to cancel it themselves so I could get my refund but they realized their superhost status could be penalized from cancelling my reservation.
@Paige172 Their Superhost status likely wouldn't be affected, as Airbnb has waived the requirements for Superhost right now, due to all the COVID cancellations. But certainly if the host cancels, they may receive a lot of other penalties, such as their calendar being blocked for the dates of the cancellation, so they wouldn't be able to rebook it to anyone else.
I hope you manage to get this resolved ASAP- you sound like a very responsible guest and it's such a frustrating waste of time trying to get help from CS.
Twitter account notifications are now being directed to CS.
Even direct communication with CS and their inevitable “Redirecting to a specialist” is taking 5 days. A guest booked, cancelled and rebooked before a specialist got back to me today to explain that they did have a problem with their buffer system, it’s alright now, but they’ll refer it to another specialist for them fix (!)
And then I’m told - the CS rep is ‘just finishing their shift’ and will arrange an apology and compensation for their error in 2 days time.
Apology and compensation - because I insisted as the first CS Agent was quite happy to blame their incompetence on me and try to argue the irrational behaviour (GLITCHES) as being the way I had my settings saved. Which evidently, was not.
@Ian-And-Anne-Marie0 Yes, their first line of attack is always to insist that the problem must result from something you've done wrong. When I ceased to receive my text notifications a couple years ago, the CS rep suggested that "Maybe your text inbox is full". I told him that it was insulting of him to suggest that I was so stupid I wouldn't have made sure that wasn't the case before bothering to contact CS. Then he suggested that "It must have something to do with your phone provider". Uh, no. Only then did he deign to pas it on to the tech team and then get back to me to say, yes, it was a tech glitch on their end.
And yes, they always seem to be going to be "out of the office" for a couple of days just at the point where they need to do something for you. This may be true, though. I can imagine that if staff is only hired part-time, rather than full time, there are employee benefits they don't have to pay.
Their incompetence is causing them more work and causing Host and Guest frustration. There's no excuse for what they're doing, it's called being 'fobbed off'.
My case.. Three CS Agents and 5 days to fix a problem which could have been sorted by one in ten minutes, not insulted anybody, and retained a happy guest. And this is still not sorted!
As a guest, how would you think you might feel if you trawled through the limited listings due to availability, booked one in relief - then to be told that you needed to cancel it after possibly your other options were gone too? Probably fuming!
@Ian-And-Anne-Marie0 Obviously incompetence is neither productive nor cost-effective, a fact which every business aside from Airbnb seems to realize.
CS reps, as I've suggested before, should each be well trained in one area, not expected to be conversant in all Airbnb issues. There should just be a central switchboard, where you state the issue, like "Enter 1 for reviews, enter 2 for cancellations, enter 3 for damage claims" etc. and your call or message directed to someone properly trained in all aspects of those issues. This business of having to work your way through multiple layers of CS reps, many of whom admittedly have no idea what you are talking about, is a huge time waster for all concerned.
For every cancellation that I asked that the guest receive a full refund I got a message from Airbnb saying that the payout would be deducted from my account. Each time I called or messaged to object and was told ‘No, no money would be taken from my account’.
This has worked every time until the last one, which appears as a minus figure on my account. As a result I have had no payout from my first guest of the season, last weekend.
I have messaged and rung ABB repeatedly and am given many different excuses, but no resolution.
If it’s true that ‘Airbnb is refunding all service fees to hosts and guests original payment method for these cancellations’ (as stated above) then why are we told the opposite when we offer refunds, and why have I been penalised.
I am exhausted by thinking about this continually. It seems Airbnb are conducting wholesale robbery from their hosts. Get this sorted NOW Airbnb.