PLEASE HELP! AirBnb Ridiculous Extenuating Circumstance Policy - Super Host Here - FRAUD!

Eric-and-Brooke0
Level 4
Saint Petersburg, FL

PLEASE HELP! AirBnb Ridiculous Extenuating Circumstance Policy - Super Host Here - FRAUD!

Hey everyone!  We are trying to reach out to other hosts to help us with a situation we are currently dealing with.  We are Super Hosts and have a strict cancellation policy in place due to several instances in the past where guests have canceled last minute and we were not able to re-book those dates.  We are consistently 95% booked all year round, hence the strict cancellation policy.  We had a guest book $1450 worth of dates but then cancel well beyond our strict cancellation window.  The guest was refunded half of the reservation per our strict cancelation policy.  He then reached out to me asking for a full refund.  I told him that I would consider this request IF we were able to re-book those dates with other guests.  The dates that he originally booked were the only open dates over a 3 month span and we were not able to re-book due to it being a last minute cancellation. So instead of being out $1450, we were out $725.  The guest still requested we give him the remaining refund because he had to cancel this reservation because a continuous education class he was going to attend was cancelled.  I appologized to the guest, but told him that I think it is fair that we split the difference because I was unable to book these dates, and was still ultimately losing money because of his cancellation.  The guest then escalated the case to Airbnb.  

 

I received a phone call almost 2 months after this reservation from an Airbnb representative stating the guest is still requesting the full refund.  I stated that this was almost 2 months ago and had no idea this was even still an issue because 1.) the guest agreed that a full refund would be considered if I booked those dates, 2.) I was protected by the strict cancellation policy, and 3.) the amount of time that has passed.  The representative (Hazzle) was extremely RUDE, unprofessional, arguementative, and tried to coerce me into refunding the guest throughout the entire conversation.  She was trying to put words into my mouth the entire conversation and was using intimadation techniques stating that it is our obligation to refund the guest and repeating that a "real" super host would "do the right thing and issue the refund."  Rather than trying to understand our point of view and hear both sides of the story, she was one sided the entire conversation even though we are the SUPER HOSTS and this guest had 0 reviews.  Why would she only be concerned with making the guest happy and not a host that has been a super host for over a year?!  I thought splitting the difference 50/50 was more than fair instead of 100% in either direction.  I told her that I was willing to work with the guest even though I did not technically  have to IF we booked those dates.  She continued to put pressure on me throughout the conversation but ulitmately told me it was up to me, but that she had confidence that I would make the "right" decsision and do the "right" thing, as any other super host would. 

 

A couple of weeks later I get an EMAIL stating that Airbnb had ruled in the guest's favor and issued the guest a full refund.  I immediately responded asking Hazzle for an explanation, and she replied via email that the guest provided appropriate paperwork that fell into the extenuating circumstances clause (which supercedes the strict cancellation policy).  This was the same documentation that was submitted weeks ago when the orignal case was open at the same time I spoke with her over the phone, and she did not mention anything at that time about the documentation qualifying for the extenuating circumstances clasue. Furthermore, the document provided by the guest was simply a generic letter stating the employer canceled the continous classes and apologizing for any inconveninces this may have caused the employees.  The employer in this case is the Canadian government and the guest was traveling to Florida for the class.  I immediately replied to Hazzle's response asking her to please call me to discuss the situation over the phone and at least offer me an explanation of why she felt it qualified as an exenuating circumstance.  She replied that she is disengaging from this email chain and refused to call me stating that the decision was already made and was now irreversible.  I replied back immediately asking her one more time to please give me a call and that it is extremely unprofessional to just make a decision via email and not honor my request to speak with her over the phone regarding the matter.  I called the Airbnb superhost hotline right away requesting to speak to a manager/supervisor and was told nobody was around and that someone would call me back.  Fast forward 5 days later and 3 call backs by me and I can not get a supervisor to even call me back.  Keep in mind that the government paid for the guest's trip and the trip that he had to re-book at a later date so the guest was NEVER out of pocket for anything.  The money that he received as a refund from this booking went directly into his pocket and then booked other dates at a future time that the government paid for.  So the guest personally profited $1450 and we are out $1450.  

 

I am absolutely appalled that this is how Airbnb is treating Super hosts, or any hosts for that matter.  Why do we have cancellation policies?  Why do we bother doing everything we can to go above and beyond for our guests and earn super host status when this company does not have our back?  Why should someone that is employed by the government have special privileges and our cancelation polices do not apply to them.  Does this mean I should never accept a government employee's reservation since they are above the law?  Now, I feel as though their inadequate system is encouraging discrimination, which goes against my personal beliefs and the mission statement Airbnb has clearly laid out to all hosts across the world. It is not fair that government employees and military personnel get this special treatment. If I booked an Airbnb with a strict cancellation policy for a work conference in California for my job but I cancel a few days before because of a work conflict, would this too fall under their extenuating circumstances policy (if I was able to provide documentation stating that my employer changed the travel dates)? Or did this guest receive preferential treatment because he happend to be a government/military employee? I've read through the extenuating circumstances policy and the list of reasons that qualify does not include anything about work conflicts. The types of circumstances that they outline in the written policy and deem valid include (and are limited to): -Unexpected death or serious illness of a host, guest, or immediate family member, -Serious injury that directly restricts a guest's ability to travel, - Significant natural disasters or severe weather incidents impacting the location of destination or location of departure, -Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate nation or internation authority, -Endemic disease declared by a credible national or internation authority, -Severe property damage or unforseen maintenance issues that directly impact the ability to host safely, -Government-mandated obligations issued after the time of booking (ex: jury duty).

 

We rely on this income to help pay our mortgage and it is absurd that AirBnb would do this to a host that has represented their company in a very professional and positive manner.  I apologize for the lengthly post and we really appreciate any help or insight from other hosts.  I am not going to give up until this matter is resolved.  Thank you!

150 Replies 150

@Monika75  I'm confused.  Did you or the guest cancel?  If the guest didn't like the space because they misunderstood your description, it is up to the guest to cancel and therefore no penalty to you.  If you agreed to the cancellation, then it is seen as your cancellation.  Is that what happened?

Jay47
Level 3
Tennessee, United States

It is not that hard to understand.  The County zoning department came out and overstepped by stapling "stop work" orders all over my property when they did not have jurisdiction to do so.  Of course...it was me who cancelled because I had no other choice.  So yes, it was me who cancelled.....but I should not receive negative reviews when the circumstances were way beyond my control!

Jay, Linda's question was directed to Monika not you:-)

Jay47
Level 3
Tennessee, United States

If I had consulting control of the AirBnb company operations, these things would be easily corrected.  However, operating by some type of automated, autopilot "one size fits all" approach as they do now could end up being highly detrimental to their (and our) businesses.

I have a similar situation at hand. My listing is a huge basement ( 2 bedrooms, a large sitting room and a full bath) and I only have three options to tick which are;
1) private room
2) shared room or something and
3) entire home

None of the options is appropriate for my listing.


I have asked them to add more specific options to the drop box. They sent me a survey to fill out for that request.

 

 

Do you have an idea of a way out? 

I'm having the same exact problem.  Are you getting anywhere with trying to get them to add another option? 

Linda108
Level 10
La Quinta, CA

@Eric-and-Brooke0  Very lengthy but thorough explanation.  I don't think this guest's reason to cancel meets extenuating circumstances either, however, if it did, you would have been out the money.  So it appears your issue is not the loss of potential money because every business runs into that issue, it seems to be that you feel you have no control on this platform once a decision has been made.  Right?  

 

I don't subscribe to conspiracy or fraud explanations, I just recognize that it is what it is.  We all have signed on to receive the benefits of using this platform and there are times when we don't agree with the decisions that are made by Air BNB reps.  Air BNB doesn't make any money at all when there is a cancellation so advocating for a cancellation seems counter to those who accuse Air BNB of making money while hosts lose money.

Allison2
Level 10
Traverse City, MI

This really is a big problem. Airbnb isn't following their own policies and giving us a hard time when we want to enforce our own (clearly stated!) cancellation policies.

 

I don't think they should have an exemption - even for extenuating circumstances. That's what travel insurance is for. The way it is currently, hosts are on the recieving end of any misfortune. I understand things happen in people's lives - and it's terrible if somebody breaks a leg, or their flight is cancelled, or whatever valid (or less valid) reason there is for cancelling. But why is the host the only one with skin in the game?

 

Airbnb wants us to act like hotels in many ways, but unlike hotels many of us are renting a single space. A hotel can absorb a cancellation because they'll still have income from all the other rooms they sell during that time period. That's not the case for most of us hosts - it can be a significant hit - especially on long stays.

 

These kinds of stories make me think I ought to start booking on another platform, or independently. 😕

What other platform?  I wanted to do that too so badly!  But there isn't another platform that has such a great user-friendly interface, easy payment system and solid verification process, and more importantly a heavily load of traffic (users).  I think their Customer Service is horrifying.  Every one I've ever spoken to is a moron (and I use "spoken to" casually, since your really don't get to speak to anyone very easily, and when they don't want to listen they just hang up close the case and don't respond.  AWFUL!   But what can we do.  I wish Home Away got it's act together.  If they just copied Airbnb's application and business model exactly they could get all the disatisfied customers headed their way.  The competition would help Arirnb improve its flawed areas (bias against hosts and RUDE customer service).

@Sheila22Not sure what you mean by solid verification, not that different to other sites. I would focus on those aspects that AirBnb is good for your business and not use it where it is not. 

David

Can't say I agree that Homeaway should get its act together -- Relative to Airbnb, Homeaway/VRBO respects the property owner's role, affords us online rental agreements (our own tailored agreements), stands behind the terms of our agreements, allows us to collect security deposits up front and withhold for damages, and enforces our cancellation policies, without exception.  They know the platform does not and should not govern the relationship between landlords and tenants.  No interference.  AIRBNB has it all wrong -- these are not hotels, they are privately owned, residential rental properties.

I got hit with this AGAIN.  Doesn't matter the circumstance but I have strict cancellation.  The people cancelled their trip and asked for a refund.  I said no.  Decelined their monetary request and it went away.  Fast forward to AFTER their trip would have ended, they asked again with a doctor's note.  Airbnb sided with them.  This after airbnb reached out to me to spend a number of hours with them in their offices helping them craft policy to fight NYC short term housing laws.  What a joke!  I had mentioned that a class action lawsuit is the only way to fix this or shift housing platforms to another site or technology.  Why have a cancellation policy at all if airbnb "may" enforce their own rules at their discretion.  

David126
Level 10
Como, CO

Back to the original post I saw the OP had posted elsewhere, short version is eventually got hold of somebody at ABB who agree that he had been wronged but basically tough as they would not reverse the decision.

 

The best bet for an Extenuating Circumstances cancellation os to contact ABB, ask them to do the cancellation under this heading.

 

I can see @Jay47's situation is complicated and can not tell whether it could meet the standard.

 

I would mention that these calls are made by individual employees and some may well be better trained and experienced than others.

 

David

First of all the Customer Service people are not the brightest bulbs, yet they are left to unilaterally make very very serious judgements.  And then they are super RUDE, stubborn and unyeilding.  You don't seriously believe that Airbnb isn't aware of this. I believe they encourage it.  I think they want it like this -- this is their modus operandi -- they want their Customer Service reps to stonewall hosts.  These dimwits are very sucessful at doing exactly what Airbnb wants them to do.  And Airbnb can do this to hosts over an over again, because hosts just keep listing with them, because Airbnb is providing a very necessary service, and there is no real competition for Airbnb.  That is the bottom line.  I hate them, but I need them.

Sheila,

This reply is strictly to you and not related to Jay's problem. Your description of the service reps in charge of ruling Extenuating Cirumstance is exactly how I felt after challenging a recent cancellation by a guest who did not like the fact that it was going to be raining, claiming that two storms were a threat to his safety (Tara and Vicente). None of these storms will directly affect the area during the guest reservation, but I suppose he felt entitled to demand a full refund due to the fact that Airbnb sent us both a warning about one of the storms having a potential impact on his stay (Such a bad idea, even for Airbnb!). The guest then interpreted that as a free invitation to get away with avoiding our strict cancellation policy citing the Extenuating Circumstance policy.