Absolutely Heartless Host – Avoid at All Costs

[Jasna54]

Due to an unforeseen family emergency — my mother was dying, we had to cancel our stay. We contacted the host immediately, explained the devastating situation, and requested a refund for the 3-week booking. Any decent human being would have shown some understanding. Not this host.

They coldly refused any refund, citing “policy,” with zero sympathy or human compassion. But here’s the part that’s even more appalling:

They re-listed the apartment for the exact same dates we had already paid for — and at a higher price! So not only did they keep our full payment, they went ahead and rented it out again, double-dipping and profiting from our tragedy.

For aibnb support, they did nothing, stating that they can't force host to any refund.

This isn’t just bad business — it’s unethical, exploitative, and absolutely shameful.

Avoid this host at all costs. If something goes wrong, don't expect help, kindness, or even basic decency. You'll just be seen as a dollar sign.

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**[Identifiable listing removed in line with the Community Center Guidelines]

[Joan2709]

@Jasna54 

I'm so sorry to hear about your mom and the situation. Did you reach out to Airbnb to see if they could contact the Host in your behalf? Did you purchase the travel insurance that Airbnb offers when you booked? If so, you should be able to make a claim for this situation.

Most Hosts would have at least refunded you if they were able to re-book the stay. How do you know the stay was re-booked with another guest at a higher price? Normally you will just see the dates blocked on their calendar as a guest? 

I will say there have been some guests who fabricated stories in order to cancel a stay and get a full refund. 

Just FYI...we aren't allowed to identify Hosts or specific listings in the CC. 

@Rebecca @Bhumika 

[Jasna54]

Yes, I have contacted airbnb support and there is the part of their response:

“This is your Senior Case Manager at Airbnb.

As discussed during our call, you raised concerns due to extenuating circumstances that required you to leave the property on 27th July. Consequently, you requested a partial refund for the unused nights. I genuinely empathize with how distressing this situation must have been, and I’m truly sorry for what you experienced.

Following a careful review of the case, I attempted to mediate the matter with the Host to arrange a partial refund. However, the Host declined the request. As per policy, the decision on such refunds rests solely with the Host, and in this instance, no refund will be issued…”

In regards of how I know that property was re-booked:

I have cancelled booking thinking that Host  would be happy to approve refund at least for the days they manage to get another booking (currently it’s high season in the Spain). The property was available for booking and anybody could see listing price. Unfortunately, this boast is absolutely heartless…

[Joan2709]

@Jasna54 

Although you can see the listing price, that is not necessarily the price that the other guest booked at. Sometimes special offers with discounts are made by the Host, so you really can't know the actual price the other guest paid.

That said, so sorry this happened and just to reiterate that many Hosts would have refunded you unused days if they were able to get another booking. 

You didn't mention if you purchased the travel insurance when booking?  Always a good idea if it is an extended stay that involves a large dollar amount as you would be covered for unforseen events such as this.

[Helen3]

I am sorry to hear you found out unexpectedly that you're mother was dying.

I am a little confused as to why you didn't claim on your travel insurance . @Jasna54 

The host isn't under any obligation to  voluntarily refund you outside of the cancellation policy you booked under . However many myself included would allow you a proportional refund for any dates we were able to rebook. 

many hosts have flexible pricing so when the dates reopened in their calendar it may well have been at a higher rate.

how do you know the dates got rebooked ?

[Alejandra1443]

I am sorry for your lost. You are welcome to San Antonio Texas at any time.