Host policies

[Stephanie2451]

Why are hosts not held to policies but guests are?

Community policy says they should answer within 24 hours. I paid over $3,000 for a booking that’s still three months out and asked for a cancellation as my circumstances have changed. It’s not a last minute cancellation. I politely messaged my host for a week and got ZERO response. The listing also has a basement listing below that wasn’t mentioned - I’m coming from far away with a rescue dog and this host doesn’t communicate whatsoever and now I have no idea who will be living below with a shared backyard, and I’m sure the person staying below won’t love the surprise of a wolf sized dog either every time they step out their door. It’s genuinely dangerous. 

[Jenny]

Hi @Stephanie2451 

Sorry to hear about this.

There's some information about the different types of cancellation policies here which might come in useful at some point.

There's also a brief article here which has a link you can click on if you've been unable to get in touch with your host.  This might be the best next step for you.

Feel free to pop back and let us know how you get on!

Jenny

[Clara116]

@Stephanie2451 Its not clear what you are wanting to do?? You say its  3 months out - Did you by chance book a NON REFUNDABLE stay so you could get a discount price AND now you have changed your mind ??? That's my guess. So unless there are some facts we are not reading about you should be able to cancel without having to deal with the host.  You contact Airbnb and cancel the booking - 

Now let me understand this : you booked a place - and say now, there is a basement below you didn't know about in the listing. And suddenly you claim that the situation is going to be dangerous because you are bringing your pet - rescue dog. 

Hosts are held to very stringent standards and they are stricter than guests actually - BUT, when you make a reservation, you are bound by that contract. You should be dealing with Airbnb and not the hosts. Airbnb has made the contract with you, taking your money and so its not surprising that the host has not responded. The hosts does not have your money - monies are paid out to hosts after the guests arrival. When reservations are cancelled Airbnb goes by the cancellation policy that is in place when the reservation was made.  So contact Airbnb cs customer service  and please do not try to say there is a dangerous anything when you have no reason to assume this or try to put the host down for not thanking you for cancelling. Just cancel and deal with the  outcome please - you as guest are held to that standard - the host is dealing with the outcome of you cancelling as well. Peace

[Clara116]

@Stephanie2451 Forgot to mention - Travel Insurance is always a good thing to purchase especially when you are traveling a long distance. 

[Huma0]

@Stephanie2451 

Actually, the policy is that hosts must reply to the booking request or initial enquiry message within 24 hours. If they don't, their response rate will go down. That does not mean that they have to respond to every question and query within 24 hours.

Of course, I agree that the host needs to be more communicative than that, should answer your questions (I would) and not responding to you for a week is not acceptable. I have some questions though about your dilemma. 

1. What is the cancellation policy for the booking you made? I assume you are not entitled to a full refund under that policy, otherwise you would not need a response from the host. The host is under no obligation to refund you outside of what is written in that policy just because your circumstances changed. You agreed to that policy when you booked. It was spelt out for you and it is a contract. 

2. How do you find out there being a basement listing below if it was not stated on the listing that you booked and the host is not communicating? Did you just happen to stumble across that other listing after, and not before, you booked, or did you go looking for an alternative reason to cancel the booking?

3. How exactly was the listing that you booked advertised, e.g. entire home, entire guest suite, etc.? Did the listing state that the whole building was for your use only, rather than being a unit within a larger space? Did it specify that the backyard was private/for your exclusive use, or did you assume this? This is all very important as, to qualify for a refund based on this, the listing must be misleading. It is not enough for it not to be what you assumed. It has to be not what was described.

I hope that makes sense.

[Mark116]

@Stephanie2451  The thing that matters with Airbnb is not the amount of time but the policy itself. If your booked a no refund long term stay then unless you meet one of the extenuating circumstances you are not entitled to a refund.  

Your host should certainly be responding to your inquiries though.

I must have misread what you wrote, because it sounds like you are saying that your dog is so dangerous that (s)he can't be exposed to any other people.  

[Huma0]

@Mark116 

That's an interesting point.

@Stephanie2451 What do you mean by "It's genuinely dangerous"? Do you mean your 'wolf sized dog" is dangerous or that you fear that someone's reaction to the dog would be dangerous?

[Pat271]

@Stephanie2451  You set the stage for these responses when you stated that you should be able to cancel because this was “not a last-minute booking”.  It’s clear you didn’t read the cancellation policy before you booked or during the 48 hours after. Consider this a lesson learned - you will know better next time.

Having said that, for a 3-months-in-advance booking, the host might refund you for each day he/she is able to rebook. Of course, you have to get the host’s attention first with this proposal, on the chat, before you cancel. You might try calling Airbnb and asking them to send a note to the host proposing this option. No guarantees it can be rebooked, but it’s worth a try.

Forget about going the dangerous dog/unknown basement/anything else unrelated route. That won’t incentivize Airbnb nor the host to work with you without feeling you are being disingenuous.