Full refund on 48 hour cancellation policy with 2 months notice?

[Rohan110]

I made a booking in June for a stay in December. This reservation had a 48 hour cancellation policy for a full refund. This holiday is my first time using Airbnb.

The listing states that the host would accommodate an early check in so I requested if I could alter my check in date for an early check in the next day. While the listing states that the host will do his best and will hold the guests' bags if it isn't possible to have an early check in, he flat out refused. Which would have been okay, but then he said that if I were to alter the check in date, the Airbnb cancellation policy would take effect. I believed him at first but then spoke to support. They ensured me that this was not true and I couldn't see any charges when I tried to alter dates on the app.

I was disappointed by his behaviour. I have older parents visiting and did not want to them to have to wait for the better part of a day to check in so I made alternate arrangements. I then politely requested the host that as my plans had changed, I would like to cancel my booking. Considering that the booking was still two months away and during the holiday period (I could see that he has booked the entire month of December save a few days), I asked him if he would consider offering me a full refund. I was honest and told him that I could use the money at the moment as it was not an insignificant amount for me. The 48 hour cancellation period for a full refund is way too strict especially when someone books so far in advance.

I looked up other hosts online who are happy to offer a full refund when given enough notice, but he refused to even consider it. When I politely asked him to reconsider, he ignored me. Judging by this behaviour, I obviously don't want to proceed with the booking anymore.

I reached out to support and they have assured me someone will look into this. I don't know if someone reached out to him because he replied after over 24 hours at 4:47 this morning saying things like "all cancellations have to go through the portal". I have not suggested otherwise in any of my communication. I am not even sure how else I would cancel the booking.

I had a look at his reviews after all of this (I admit that I should have done this earlier but the apartment has great views and I thought I would miss out). There are consistent reviews of his apartment not being well maintained, but he dismisses them. This is disappointing as he charges an exorbitant amount so I assumed that the rooms being clean and tidy was a given. His responses to any reviews critical of his hosting are also disappointing.

Apologies for the long post, but I am genuinely disappointed and stressed about the money I may lose. My question is: is there anything I can do in this situation?

[Kia272]

@Rohan110  You've now classified all responses as from unempathetic hosts, which really isn't accurate. You also keep accusing others of "skipping that part" of your story. The part that you are conveniently skipping is that you could have kept your reservation and had your parents check in when they needed to, but YOU stirred the pot. I've not seen you take responsibility for that. You seem to want to blame blame blame, but you won't own your part in this. You acknowledge that as a first-time user you made a mistake, but the problem is that you expect others to compensate for your mistake, instead of recognizing the cause (you) and the effect (on the host.)

Your been condescending to a number of people here, which really diminishes your cause. We are here on the CC to try and help others- both hosts and guests alike. 

I get it- the host lied. AirBnB can't control host behavior. What they can do is offer a platform that allows guests to rate host accommodations and behavior. Ultimately, that lets the good ones stick around, and gets the bad ones gone. 

There are good and bad people all over the world. Yes- lying is wrong, but it doesn't change the facts here. 

The bottom line is that every day, all over the world, guests are happily arriving at AirBnB rentals. 

I won't be replying to this thread anymore. I think it has run its course. 

[Rohan110]

Hello @Kia272 

Yes, I have called out a lack of empathy when I've seen it and nothing that you have written suggests otherwise.

I really like the language that hosts use. "Stirred the pot." Are you serious? Is there some harm in asking to alter a check in date? The worst I thought would happen is that the host would say no. I didn't expect him to dismiss my request and then *lie* about the cancellation fee for altering a check in. He then proceeded to ignore my message. How is this not a red flag? Would you stay with someone who treats you like this?

I like how the most you could say about the host lying is that Airbnb can't control host behaviour. If the host is lying to make more money, there is some action I should be able to take as a guest. The host can't get away with no repercussions and people's money.

Why is there an expectation for me to respond kindly when strangers I've never interacted with in my life begin with the condescension? If you can't handle it, don't be rude to others in the first place.

Your analogy makes no sense because I'm talking about one specific host while you're talking about guests using Airbnb. Yes it's a popular platform and people use it. I don't understand what point you're trying to make?

I'm not sure why you thought you have to announce your departure, but there isn't really any need to.

[Sandra856]

@Rohan110

I have empathy for those humans who are currently caught in war situations around the world. Not really for someone who doesn’t make sure to at least understand the basics when it comes to renting a simple apartment on a platform like Airbnb and are blaming everyone and everything- The apartment is unclean, filled with cockroaches- the host is suddenly shady and did scam a lot of elderly during Covid. It just seems strange - why book a place like that in the first place. And at the same time the host is a Superhost - you really need constant high ratings from guests to be a superhost. So it all really seems a bit weird.

[Rohan110]

@Sandra856that's not how empathy works but thanks for proving my point.

It's amusing you would say that after ** replying to the wrong posts thinking it's addressed to you.

**. I hope you remember this conversation when it happens. Cheers.

**[Content removed inline with the Community Center Guidelines- Please be respectful in your discussions  in Community Center]

[Sandra856]

@Rohan110 **? Don’t you think 💸

I’m sorry I spent any time on this thread. **

**[Content removed inline with the Community Center Guidelines- Please be respectful in your discussions  in Community Center]

[Rohan110]

@Sandra856 

That's not how karma works either **

**. I don't know why this needs to be said** 
**[Content removed inline with the Community Center Guidelines- Please be respectful in your discussions  in Community Center]

[Kia272]

@Rohan110  You entered into a contract when you booked. It seems to me that if you had left well-enough alone, you would have had exactly what you needed. Your parents  could have checked in "early", as the property would already have been yours. However, you chose to make a change to save yourself money, and that's when the problems started. 

An early check-in is, in essence, another day that should be booked. I'm surprised that you say the host has mentioned in the listing that he can accommodate early check-in. That's like a Pandora's Box for hosts, and while some might try to accommodate it, it's not something to wave a flag about. As evidenced here, it leads to problems. 

You did block the host's calendar for months- you don't seem to acknowledge that, but the real problem here is that you won't acknowledge that you knew the terms when you booked, and now you want to break those terms in a way that helps you but hurts the host. 

AirBnB hosting is a business, and hosts have to make decisions that serve them best. I'd venture to say that you created your own problem here, and now you are trying to blame the host. Lesson learned, one might hope. 

[Rohan110]

Hello @Kia272 thank you for your input.

I can share the exact words from the listing if you would like, if that helps.

I like how all of you are conveniently skipping over the part where the host made absolutely no effort to accommodate my request and straight up *lied* about being charged cancellation rates if I were to alter my check in. Supporting a host employing scummy tactics to make money says a lot.

Now why would I be uncomfortable with a host who is lying to me? Why would I then proceed to stay at his place when he ignores me and refuses to communicate? If this is his behaviour two months before I check in, is it going to get any better later? 

You've also conveniently skipped the part where this is my first time using Airbnb. Yes, I made a mistake by choosing a listing with a ridiculous cancellation policy. But it was a super host and I thought there's a reason the listing has that badge. I didn't realise it's a token that means nothing. I thought the reviews were great too. I didn't realise they mean nothing and are skewed towards the host for some reason. 

God forbid, a first time user makes a mistake and then tries to rectify his error when he spots a red flag.

His listing is fairly popular. My booking is during the holidays. He's got almost all of December booked. I offered to get a refund only when he rebooks the dates and he's ignored me.

If it's a business, be professional about it. Don't charge ridiculous amounts for an apartment you barely keep clean. When multiple guests complain about a leaking shower stand, don't ignore their messages because you've got their money. When multiple guests complain about cockroaches, don't gaslight them by saying cockroaches are common in Sydney.

Hosts seem to want everyone to understand their point of view while having absolutely no empathy for guests. The lack of empathy in this community is astonishing but seems typical of Airbnb hosts (save a few exceptions).

[Pat271]

I think this conversation has gone from a simple question to one involving accusations and blame. The cancellation policies have been explained at length, and the OP has implied repeatedly that he is not interested in being educated, but rather in getting his money back.

The OP’s original question is “Is there anything I can do in this situation”? 

The answer is “No”.

[Bhumika]

Hi everyone,

Just as @Pat271 mentioned, I've noticed that this conversation has become rather personal. I have had to remove some of the comments to ensure this space remains respectful and mindful when members share their perspectives, guidance and experiences. Especially in a public and global forum like ours, It's important that we remain respectful towards each other, even if we disagree with them.

As I feel this thread has run its course, I will go ahead and close it for further comments.

@Rohan110 I am sorry to hear about this experience. It would be a good idea to reach out to the Support Team again for further consideration and guidance on this matter. I will also share your feedback and concerns with the Support team. 

Thank you all for participating.