I am currently engaged with Airbnb's so called "case manager", although they have not replied in the last 48 hours, so I've taken to the forum and other online media outlets.
Fyi, my cancellation policy is strict.
I wouldn't wish on anyone an illness that had to make them cut their holiday short, however it does happen and here's my story.
A couple were due a seven night stay and messaged me the day beforehand to say they could only stay one night then return home, owing to a existing health problem she had and under her doctors advice.
Whilst being sympathetic, I am of the thinking that travel insurance must be taken by the guest if there is a known medical issue that could disrupt their holiday, right?
They checked in, hired a motor bike, went out to dinner and then flew home the next day. Nothing was said, as in my mind the policy is strict and that all parties were signed to that agreement.
Several days later I am contacted by Airbnb asking if I would be prepared to settle for only 50% of the booking and that the case was under "special review" regarding a claim under Airbnb's extenuating circumstances policy.
https://www.airbnb.ie/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoida...
NB, Special review?
I refused, as in my opinion this was an underlying condition, not a medical emergency and had no bearing on the special review circumstances on Airbnb's policy page. They claimed it had nothing to do with her existing condition, I disagree.
If the doctor had asked her to come home immediately then how could it have possibly been an unrelated illness, is he capable of diagnosis by phone and why could she not visit a local practitioner?
It clearly was an issue that related to her existing condition, they even told me that.
Again Airbnb support contacted me and said they have received a doctors certificate that proved this was unrelated and I would only receive one nights payment and that the case was closed.
Who doesn't know a doctor who bends the rules for insurance claims?
It was in my opinion a real case of bullying and manipulation by Airbnb, firstly to offer me 50% and then to decide that only the one night used would be paid.
I then phoned support and raised the case to be opened again, at the same time I also contacted the guest who had coincidentally left me a 5* review on the very last day. Which I am sure Airbnb had nothing to do with...Oh no!
I am totally convinced the conversation went between them, "We will pay you, but be sure to leave the host a great review, it will soften the blow".
If only I could see their transcript.
I already had decided not to let this drop. I contacted the guest who was very polite and asked him if they got home Ok and that I hoped their travel insurance had covered all the flight changes and other disruption to their holiday.
They replied
"Yes thank you, after the doctors note we were able to claim the insurance for the whole of our trip"
Wow! So I have sent a copy of this transcript to Airbnb support asking how the guest could possibly claim twice on their trip and leave the host with basically nothing.
I have also posted a redacted copy on Twitter including Airbnb and Brian Cheski. I await a reply from all sources.
There is not an insurance broker in the world who would underwrite Airbnb's Extenuating circumstances policy. It should be scrapped immediately and replaced with a disclaimer highlighting "Travel insurance must be taken by all guests and that the hosts cancellation policy is non negotiable"
Simple enough really
Unfortunately Airbnb is not ATOL protected so therefore their attitude towards hosts is tough luck, the guests pays more, we like the guests more!
I have been judged and sentenced by Airbnbs case manager practically in absentia and I will not stop until I get the payment I am owed and will continue to update this thread with ongoing info regarding the case.
Thanks