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
I’m having the same problem. Surprisingly, there is no phone number or email to get in touch with someone that will help or tell you when you will get your money
Your payout depends on the choice you made for receiving payment.
If you are using their credit card or a gift card payout you get the money sooner than If you have direct deposit to your bank. Usually takes 3 days.
The direct deposit takes 4-5 days after they send the payment to receive deposit.
Airbnb pays everyone the day after your guest arrives regardless of the length of stay.
You will get an email with the payout information a day before it hits your bank or your card.
My host was a jewel and kindly refuned my deposit after I explained my situation. Airbnb DID NOT refund my fees. I'm retired and saved and saved to take my trip from Oregon to SC. So sad that Airbnb is dumping the problem on the host and not refunding their service fee.
I was talking with other hosts that are complaining that their guests are not receiving the service fees back from Airbnb as well. So, we need to comply 100% and Airbnb isn't reimbursing their part?
I have continued to contact them daily and no response. Just their "canned" answers. Believe me this is not the end of it. The media needs to know individual hosts are responding in a positive way and losing income and maybe their homes and Airbnb a large corporation profits. Shameful
I have a guest that tries to cancel her booking that falls under date range requirements of AirBnB's "Extenuating circumstances policy and the coronavirus (COVID-19)". AirBnB asked her (the quest) to submit "supporting documentation", without clearly specifying the acceptable documentation .
To put things in context, this is April 2, 2020, 89.7% of US population are under shelter-in-place orders.
AirBnB says "We're truly in this together." AirBnB's action clearly contradict AirBnB's words.
Im the same Judy, my host was brillant but Air BnB retained €188 for their fees. Not acceptable and not in line with their policy.
I am so sick of their Bull**bleep**! One person tells you one thing and you get a different answer from someone else when you call back. Arbnb lies, cheats and only has concern for their guests. I've had multiple incidents where the guests destroyed my place. Three different guests in a row. I was out of my mind. I asked them how are you protecting the Hosts? He didn't have an answer other then my Manager will call you back within the hour. THEY NEVER CALL BACK. I asked aren't you going to call the Police, he said that his Manager would call within the hour. ARE THEY SERIOUS! I told him this company is useless. They cancelled all my reservations when I started in June and gave everyone back their money AFTER their stay. LOL You can't make it up. I also had a long term guest, my first guest. they called him and told him his reservation was cancelled and put him somewhere else. When I got the Apartment with the desk I bought the guest, he was packed up and gone. They froze my account 6 weeks until they could find an answer to what happened. 6 weeks, are you mad! I called three times a day. I finally got an answer. It was a system glitch. LOL LOL I am still trying to recover lost money from June. They suspended my account again a few weeks later without an answer. 4 weeks my listing was down. their answer, someone hit the wrong button. I had a $10,000 approval pending. I lost all of them. For a large company, this place is a disgrace. If anyone knows of another site, please forward it to me. I can not do this anymore. This is my livelihood, they could care less.
WHAT A JOKE ! SHAME ON AIRBNB!!
At the cost of the hosts!! We rely on this income as our main source of income!! We too have bills to pay. I had three bookings and one at the end of the month to cover my rent. Airbnd don't care about their hosts. I have guest that are using this as an excuse to not stay and cancelled demanding a refund. I have been getting threatening emails from guest demanding their refunds or they are going to sue! I have one that checked in and stayed one day, she then decided to use the CoronaVirus as and excuse to cut her vacay short. She doesn't remember her message to me the day before " looking forward to the vacation despite the coronavirus" and then she leaves and now sending me threatening messages .
We as host sacrifice our homes to hosts and this is some of our only jobs.
I am so disappointed with them.. They should pay our of their insurance and not at the expense of the hosts. Very angry and upset Host.
Yes I'm having a real nightmare.
I'm so livid!!
Airbnb issued a full refund for 2 weeks stay, after the guest checked in, slept here 2 nights and then decided that his money would just go further given the climate
They booked non refundable end of Feb, entered my flat on the 14th march, cancelled on the 16th and filed a claim for extenuating circumstances, when instead they just thought the room was small for them. I even offered the full use of the living room and kitchen!!
Airbnb first called me to assure me that I was ok and I would have needed to refund anything because indeed the real reason was not covid
They then proceeded to message me 48hrs later to advise me that the full refund was issued and that now I owe airbnb 1200£ !! So not only they put me in debt, they also let the guests sleep here for free
I had other guests calling me and asking to cancel due to covid and I absolutely understand that. With other reservations I did offer free cancellation.
But with this one no. The guest simply changed his mind! Also in the covid airbnb policy it clearly states that the extenuating circumstances are not applicable for reservations that already started...and the case manager completley ignored this bit.
I'm deeply disappointed and frustrated with airbnb protecting well more guests than hosts.
Shame on Airbnb, with no hosts there are no guests
I am happy to refund people that cancelled in advance or a few hours after the reservation, but when the guest stay in the apartment this is a direct cost for us.
I had a similar situation with one of my returning guest who slept one night at my apartment, she replied the next morning that everything was going great during the stay....but 6 days later (2 days before her original check out, it was a 8 nights booking) she wrote me telling me that she didn't sleep in the apartment, ?? (weird, because she replied the next day saying that everything was great...!! ) and because her work was cancelled so she needed a full refund... Airbnb asked me to refund her and I declined because of the late notice. They respected my decision at the beginning, but a few days after I received a second message informing that they refunded her fully the stay, making me responsible for the costs of cleaning and the empty nights.
Especially these days it was very frustrating and I complained twice about this. They rejected my complaints, but after more than 7 messages of dealing with customer service, they accepted to refund me first the cleaning and finally until the 6th day, as she didn't give me an opportunity to offer the place to other guests, letting me know so late about her cancellation....
It's hard and extremely unfair, but I would like to recommend you to continue reclaiming this, at least to cover the expenses that you had from this booking. As is just illogical to make you fully responsible for this, it must have a balance.
All the best