Major Disruptive Events Policy: a Complete and Utter Fallacy

[Jennifer4971]

We want to share our frustrating experience with Airbnb’s “Major Disruption Policy” and warn others about how the company refuses to honor it, even during an active crisis.

We had a stay planned in Asheville, NC, but as the vast majority of the United States know severe flash flooding and landslides that have claimed lives, cut off roads, disrupted water and electricity, and led the local government to ask people not to travel  to the area so they can focus on recovery efforts. Yet, despite these conditions, Airbnb has refused to issue us a refund or credit. Their reasoning? They argue that Fairview (where our stay is) wasn’t affected—ignoring substantial evidence to the contrary. 

What makes this worse is that Airbnb’s own policy allegedly covers disruptions that prevent completion of a reservation. Specifically, the policy states that it applies to:

• •       Events that prevent completion of the reservation, such as a mandatory evacuation order or
• •       Large-scale outages of essential utilities

The situation in Asheville clearly meets these criteria—roads are blocked or completely gone, utilities are down, and local authorities are urging people to stay away. Yet, Airbnb claims this disaster is somehow “foreseeable” Despite this never having happened since the great flood of 1916 (please explain how something that hasn't happened in over a 100 years is foreseeable) and is using that as an excuse to deny our refund, despite the obvious risks to safety and infrastructure, and frankly so is the host Carolina Mornings, who very clearly is concern more with profits that safety (just do a little google search and read the reviews). 

This experience has left us shocked and disappointed. If you’re planning travel with Airbnb, please be aware that their policy may not protect you even when conditions make it impossible or unsafe to travel. We recommend exploring alternative booking options or at least having backup plans in case Airbnb fails to support you, as they have with us.

We hope this post encourages others to think twice before relying on Airbnb for travel plans. Maybe consider booking privately or using VRBO who in my research has provided refund to others in the area with this situation. 

[Stephen1004]

I recommend to my Guests to buy travel insurance.

[Joan2709]

@Jennifer4971 

So sorry this happened. So many communities affected by Hurricane Helene and terrible loss of life and devastation to a beautiful area.

It's always best to purchase travel insurance, especially for large group stays (not sure if your reservation was a large group?), as the dollar amount is substantial. Airbnb & Vrbo both offer travel insurance at checkout. You can also purchase  your own travel insurance from another company. 

Many Hosts will offer some sort of refund to guests under these circumstances such as a refund of at least the cleaning fee. Many would offer a refund if they are able to get dates re-booked (not likely under the circumstances in your case), or offer a discounted future stay.

[Lorna170]

@Jennifer4971   I am a host in Swannanoa, Buncombe County, NC.  Fairview is also in Buncombe County.  The company you rented a property through is located in downtown Asheville and represents many properties that would have been adversely affected by Hurricane Helene and the closure of Western North Carolina. 

Every single one of my guests received a FULL refund for their cancelled booking.  I do not like to disparage a local realty host, but the company that you mentioned should have demanded that AirBnB refund all bookings between September 27 and October 15, especially as they would not have been penalized by AirBnB. 

The only reason I can think that the company you mentioned did not authorize or request that AirBnB refund you is that your dates were beyond October 15 (a date that they did not extend) or because the actual host that employs the named realty company would not authorize the cancellation.

Travel insurance should be required for any booking through AirBnB.

TEXT OF AIRBNB EMAIL SENT TO ME ON September 27, 2024:

We’re closely monitoring Hurricane Helene, and we hope you, your loved ones, and your guests remain safe.

We want to keep you informed about cancellations due to the hurricane, and let you know about support from Airbnb.org.

Canceling reservations without consequences
Reservations at your listing may qualify for cancellation under the Major Disruptive Events Policy.

• Qualifying events can include a mandatory evacuation order or large-scale outage of essential utilities in your area.
• When the policy applies, guests can cancel for a full refund, and Hosts can cancel without fees or other adverse consequences.
• If the policy doesn’t apply, Hosts can still choose to cancel reservations booked through at least October 15 without incurring fees or other adverse consequences.
• In either case, your listing’s calendar will be blocked for the dates of any reservations that you cancel.

Finding temporary housing

• If you’re a Host and your primary residence is impacted by the hurricane, please fill out this form. We’ll work with our team to see whether Airbnb.org can provide you with temporary housing at no cost.

We’ll update you if we offer additional resources in your area.

Airbnb, Inc.
888 Brannan St.
San Francisco, CA 94103, US

[My-Linh4]

Hi Jennifer,

I’m having the same problem with the ongoing military hostilities in UAE, and airbnb claims it doesn’t fall under the military hostilities covered in that policy. 

They’re saying Abu Dhabi isn’t in the red zone, despite articles of injured residents from intercepted missile debris and explosions at the airport. Even major airlines cancelled the flights to UAE, since it’s unsafe . 

its a very misleading policy honestly or they’re just not respecting this policy. Read an article about it on Business Insider, I’ve contacted the director of their freelance and contributors team to share my story.

hope other guests can protect themselves from this kind of situation.