The Airbnb discussions relating to the extenuating circumstances policy demonstrate that Airbnb has lost considerable credibility. It’s a shame that the handling of the Airbnb extenuating circumstances policy was shockingly ill-conceived and poorly executed.
I can sympathize with Airbnb in that they are caught between a rock and a hard place and they genuinely wish to be undertaking the appropriate global action in such uncertain times.
Nevertheless, Airbnb made a huge blunder tampering with the hosts businesses and I feel this will cost Airbnb in the future. Airbnb would be mindful of websites who like themselves had what would be considered an unbreakable internet authority. Yet sites like Myspace are a distant memory.
A guest cancelled in January and yet today Airbnb has explained that our strict cancellation policy means that owing to covid-19, our policy did not apply. Airbnb then changed their minds to explain that the cancellation funds were returned to the guest for their standard policy, but the support team are unable to provide any information as they cannot access such data. This creates unnecessary concerns as to whether Airbnb are acting appropriately when they seem undecided as to which policy the cancellation related.
Its really not about the money, its about losing all confidence in Airbnb’s Integrity.
Airbnb should recognise that they have a duty of care to both their guests and that of their struggling hosts.
Guests may have travel insurance and/or home insurance policies which would cover the current covid-19 situation. Additionally, guest payments via credit and debit cards for disruptions relating to covid-19 are normally recoverable by the guests through their own bank. Hosts have zero ability to seek financial compensation when guests cancel and when Airbnb change policies.
Guests have a multitude of options for recovery of their funds when they cancel.
“Show of hands—who in this group has integrity?”
