Edmonton Airbnb Host ** completely heartless

[Shivani40]

I had booked this place in Edmonton, because my father had been admitted to hospital for cardiac surgery - and we were told he would be discharged Aug 5.

However, there were severe post-op complications and he was taken to the ICU. He is literally battling life and death. I had requested a refund for this booking within 24hrs - and asked the hosts politely. However, they were adamant to "stick to their refund policy" despite explaining our situation, showing all documents. We just wanted some empathy. I reached out to Airbnb and they talked to the hosts as well - they were hostile with the Airbnb team as well. Then even after all that, i requested the hosts then to reinstate the booking and I would just stay there alone - but even to that they did not even respond to me and just kept on "sticking to their policy" so they are earning our money, and also getting new bookings during the dates we had booked.

This is ridiculous, and extremely distressing. They had zero empathy, completely refused outright to even give us a bit of the booking back, despite having requested a refund within less than 12 hours. They did not budge, AND they ended up booking all the dates that we had booked already. So they're making triple the money. this is disgusting and also lost faith in humanity

The airbnb team have been supportive and discussed our options with us and we came to a favourable agreement. . I just wanted to point out these hosts - and warn everyone that they are completely heartless. 

**[Name hidden due to privacy concerns - Community Center Guidelines]

[Sybe]

Hi @Shivani40 , thank you for sharing this. I can imagine this must've been a frustrating situation for you especially with everything else going on, and I'm glad to hear you got it resolved in the end. I hope your father is doing much better already and I'd like to wish your father and yourself lots of strength during these difficult times. 

[Fred13]

Good to hear all went well. I wonder what reviews these charming folks had from past guests.

[Jennifer1897 · Accepted solution]

@Shivani40  While I am sympathetic to your situation, you have to realize Airbnb is a business at the end of the day. For a lot of hosts this is their primary income and/or means of financial security. While I think they could have been a little more empathetic in their communication with you, they have no obligation to refund you based on a disruption in your plans, whatever the reason may be. 

I had a guest that booked for 2 weeks and needed to cancel the day before due to travel complications. While I would have liked to refund them, I would have been taking a near $600 loss, with hopes of someone maybe booking last min once the cancellation went through. If I had went through and refunded them and no one re-booked that would be a substantial loss to me. I as most people have expenses that don't just disappear.

What I normally offer my guest is for them to cancel, and if I am able to rebook any of their dates, then I provide them whatever that amount is. Moving forward I would say to suggest that alternative to the host and see if they are open to that. It sounds like you got things solved though, but just something to keep in mind.