Beware!! Scam - guest change booking date and Airbnb gives a full refund

[Guilherme328]

Hi all,

Something nasty happened.

One guest booked the dates 25-28 August, on the 1st of August. On the 13 of August, they requested a date change for end of September. Today they've requested a cancellation and Airbnb provided a full refund.

My cancellation policy is firm: To receive a full refund, guests must cancel at least 30 days before check-in. They can also get a full refund within 48 hours of booking if the cancellation occurs at least 14 days before check-in. If they cancel between 7 and 30 days before check-in, you’ll be paid 50% for all nights. If they cancel less than 7 days before check-in, you’ll be paid 100% for all nights.

I've read on other posts on the community that the original booking date is kept for cancellation policies.

I've contacted Airnbnb and CS told me It's my fault for accepting the change... I've tried arguing that this makes any reservation fully refundable, since by accepting a change, the policy resets and then guests can cancel free of charge. I've asked for a review on the case.

Have you guys faced anything like that? I'm extremely disappointed with Airbnb this does not make any sense or whatsoever. 

[Joelle43]

Hello @Guilherme328 

Unfortunately this is a well known get around for scammers - Facebook groups are rife with stories of hosts being duped in this way.  However for us hosts, we believe that our guests have had a change of plan so we accommodate them but then it backfires on us as by pushing their dates out they fall outside of our cancellation policy and can then receive a full refund.  No questions asked.

I'm really sorry this has happened to you and hope that you will be able to book these dates soon with a better class of guest

All the best

Joëlle

[Guilherme328]

Thank you very much for your kind reply @Joelle43 , I guess I have to accept the situation and move on. Really sad to not have Airbnb support on this...

[Mike-And-Jane0]

@Guilherme328 It shouldn't work like it did for you. I thought Airbnb had kept the original dates since the Covid cancellations needed them but perhaps not. I wonder if they actually cancelled under extenuating circumstances rather than automatically by using the new dates.

[Guilherme328]

Hi @Mike-And-Jane0 ,

Our guest simply cancelled under no special circumstances. I've been in contact with multiple CS from Airbnb and all they say is that it's my responsibility for accepting a date change and they've confirmed it's like this wether I like it or not. Very frustrating honestly.