I received a call the other day from a lady named Grace from Airbnb who said she was a case manager. It was regarding a renter that had cancelled a stay at our place. The reservation was made under the strict cancellation policy guidelines so they would not receive their entire refund back. The renter told me that they needed to cancel due to an unexpected conflict. They never said anying that led me to believe that they had extenuating circumstances as mentioned in the Airbnb guidelines warranting a refund.
History....
After a request from the renter for a refund I searced the airbnb community for an answer. This was because I was struggling d as to whether make an exception and felt very torn as to what to do.
You see we added the strict policy since our property is expensive and not easy to get renters on a short notice. We were aware by holding a reservation for someone that during that time no one else could book it. This essentially is taking it off the market. Of couse there is no double booking like an airline does!
The renter started to plead for a refund in her messages. After reading the community boards I saw one person in my same position had a wonderful idea. Offer to refund the stay if it is booked by someone else. So I offered to do exactly that. I offered a refund of the amount kept if someone else rented for the same period. In fact Airbnb added to my listing a 10 % discount on the same period to help entice a potential new renter. This was not something special for me but something they do for all cancellations from what I understand.
I offered this to the renter and it was ignored with threats to escalate with Airbnb. This was after she initially accused Airbnb of misrepresented its refund policy in a previouse message.
When Grace called form Airbnb I was surprised since the message said she was claling regarding working out a compromise with the renter. I was mystified. Compromise? She told me that the renter had challenged my decision and that she would be making a decistion soon but wanted to mediate first. The implication was that I may lose the money so better compromise. So I asked Grace if they had a death in the family or any other reason that qualified for a refund to which she answered that they did not. I asked Grace then why she was calling to negotiate on behalf of the renter. She said she was a case manager and did this for all issues between renters and hosts. This surely did not sit well with me. I was being made to feel like a smuck for adhering to the strick refund policy. She asked me to consider refunding half to which I did not answer. I asked her why Airbnb does not refund her since they are wanting to help her so. She said they do not do that. I asked then why should I? She said well you are getting the money and I replied yes... I was holding the reservation for her.
I asked Grace from Airbnb if airlines had such a "case manager" or if Amazon called on behalf of buyers to negotiate refunds with sellers? She said that she understands what I am saying and that this is just her job.
I told her that I don't apreciate after all the renters many mesages that now Airbnb is also hounding me to refund her. The refund when the policy speaks for itself.
Personally I am torn as to whether to refund this or not. The part of me that feels justified is the part where renter accused Airbnb misrepresented thmselves. Also the renter said that something unexpected came up when actually that was not true. (Grace told me this was a conflict from another obligation made before the reservation with me. (by the way I don't think the renters prior information should have been told me in any case)
So to me this is just should never happen. A policy is a policy. I don't think any host should have to go through this.
I thought I was working with the renter by offering to refund if booked by someone else. I think there is no reason for Airbnb to get involved like they did.
Thank you for listening.
