Subject: Urgent Request for Compassion and Support – Family Medical Emergency (Reservation Code: **

[Stephen1956]

Dear Mr. Chesky,

I’m writing to you with an urgent and heartfelt request on behalf of my family.

We booked an Airbnb (confirmation code: **) on September 2, 2024, for a stay scheduled July 12–19, 2025. It was meant to be a much-needed and joyful family vacation. Tragically, just two weeks after booking, my mother suffered a seizure that led to the devastating diagnosis of a glioblastoma brain tumor.

We initially remained hopeful that, after surgery and treatment, she might still feel well enough to go. But as time passed, it became clear that the toll of her treatments was too great. On February 24, 2025, my father made the heartbreaking decision to cancel the trip.

At the time of cancellation, we reviewed the host’s page, which stated that cancellations made by July 5, 2025, would qualify for a 50% refund of nightly rates and cleaning fees. Since we had only paid 50% of the total cost, we believed that the full amount already paid—$6,213.82—would be refunded.

However, when my father contacted the host, Tory, to explain the situation and offer medical documentation, she made it clear she wanted no part of the conversation. At first, she indicated we would receive a full refund, but later claimed she was unaware that Airbnb’s payment plan policy overrides the standard cancellation terms listed on her page.

Airbnb then informed us that because the reservation was made using a payment plan, no refund would be issued at all. My father went back to Tory again, and she said we might receive something—if the property is rebooked.

That’s when I became involved. My parents are already burdened with overwhelming medical bills, and I wanted to do everything I could to support them. I spent over two hours on the phone with Arjen, a customer service manager. He was kind, empathetic, and even acknowledged that our situation warranted a refund—but ultimately said he was unable to move forward due to internal policy concerns. He reached out to the host again, but she stood by her decision.

The call was recorded by Airbnb. I remained respectful throughout, and I want to emphasize that Arjen did everything he could within the limits of his role. This isn’t a failure of customer service—it’s a failure of policy.

Mr. Chesky, I am asking for your direct attention to this matter. This trip wasn’t originally planned as a “last trip,” but due to my mother’s illness, it could very well have been. What was meant to be a celebration of family now carries the weight of what might have been our final chance to create those memories together.

We understand policies exist for structure and fairness, but sometimes the right thing falls outside the boundaries of standard procedure. All we’re asking for is compassion and fairness in light of an exceptional and heartbreaking circumstance.

Sincerely, 

A Concerned Son 

**[Reservation number hidden - Community Center Guidelines]

[Lorina14]

@Stephen1956 

First of all I am sorry about your situation and how things have transpired. I am not fully aware of the terms of payment plans and how this works with cancellation policies. Can you find these terms on a terms and conditions page?  Just because someone says it is so, always be sure to check the original terms and conditions as I have seen people be able to change the decision on their case based on facts, citing the Airbnb terms and conditions and stating how you reached out to the host, the host said she would fully refund initially then changed her mind, etc. (hopefully this is all in the messaging on the Airbnb platform for documentation). 

This is a community of hosts and guests and is moderated by community managers but they are not directly customer service. They could potentially flag your message to send to to the right team to potentially help. You may be better served by doing a callout on social media with a tag for Airbnb and Mr. Chesky as that may gain traction. It isn’t a method I recommend first but it appears you tried the other options. Other guests or hosts have gotten a more favorable response via this method. @Bhumika @Alex @Rebecca - could you send this to the right team to help Stephen out?

I hope that your mother recovers from her latest medical emergency and that your family is able to get a full refund due to the extenuating circumstances. Please let us know how things turn out. 

[Rachel3169]

I am so deeply sorry to read that you and your family are dealing with such a tragic, unforeseen &  earth shattering diagnosis. Life is so wildly unfair and you don't deserve the pain. There was a time when events like this fell under ABB's "major disruptive events" policy - if a registered guest on a trip was diagnosed with a terminal illness & could not travel, or if a guest died, ABB would override host's cancellation policy and issue full refund. 

That policy has since been altered to omit the death and illness part. 

I believe language exists out there to suggest these events "may" qualify on a case-by-case basis, but it requires some luck in reaching the right customer service rep. 

2 years ago, I had booked a 3-week trip to a high end Airbnb in Key West. Registered guests included myself, my teen son, and my 70 yr old dad. We were all so excited, and the host & I were chatting back & forth in a friendly, personable manner. I had paid everything up-front. 

A week before the trip, my dad died in an accident. Entirely unexpected, he took insanely good care of himself to ensure he'd be around to see his great-grandchildren. Devastating beyond imagination; I was in torturous, excruciating emotional pain and was a shell of my former self. 

A few days after dad died, I remembered to reach out and let host know what happened, assuming there'd be no question about it and I'd receive a full refund. Uploaded death certificate and expected condolences and my money back. 

Host did say "sorry to hear this" along with "our cancellation policy prevents us from issuing any sort of refund" (which is false - host can absolutely choose to override their own policy). I was absolutely blown away... over 10 grand this host was going to keep *for nothing*, knowing I'd just lost my best friend in the world. 

Called ABB very upset. Same as you, they were empathetic and offered to reach out on my behalf to encourage host to refund. Soon after, ABB called with the news that host had agreed to refund half our stay. Nope, not good enough. No decent human keeps 5k of someone's money for zero services rendered in the wake of a devastating life event. 

Here's where it turned around... I mentioned to ABB rep that my dad was a *registered guest* on this trip. So, HE literally couldn't make it because HE WAS DEAD. That's when the rep changed his tune and apologized for the misunderstanding, after which a full refund was issued immediately. It's as though none of them could see that my dad was an actual guest on the trip. 

I'd start there. Make sure they know one of your guests CANNOT travel due to a terminal diagnosis - this isn't a choice. Don't assume they know your mom was actually a guest on this trip. 

And if all else fails, fine - let host know if she's keeping your money, you'll keep your reservation. She doesn't get to cancel you AND keep your money, lol, but whatever you do, DON'T CANCEL. I'd personally make an appearance just to have the opportunity to review the experience fairly so that all future guests may know exactly how she handles such sensitive events. You'll be well within your rights to leave a factual and honest review of your experience. 

Would likely cause her to lose thousands & thousands in future bookings - I know if I read a review that detailed what you're detailing, it'd be a HARD PASS. She may decide it's not worth it and give your money back. And whoopee, right? You're still left to deal with one of the worst situations imaginable of the human experience. This strikes me as more of a "please, I need a sliver of humanity right now". I am truly so sorry. 

Hoping for the very best outcome for you, your mom, and your fam ❤️

[Lorina14]

@Rachel3169 

I’m at a loss for words about your story of how it wasn’t initially possible to easily get a refund with all documentation and the devastating accident that thwarted your family vacation. Even if a host maintained a cancellation policy, Airbnb could on a case by case basis easily have made up the difference and done the right thing the first time (as I’m sure they have the funds to do so). I’m so sorry that you had to fight for your refund while also processing your lost of your dad and your best friend… I’m glad that you eventually got refunded but you didn’t need to have this additional stress to sort out. 

I do hope they do the right thing and show some compassion for the poster’s situation and anyone in that situation. 

[Rachel3169]

Thank you! 🩷 I’m sure that’s what OP is seeking, too… understanding, grace, kindness. Money hardly matters when it feels like your world is ending, but the empathy of a compassionate human can mean everything. Host/ABB denying his refund is akin to responding to the news of his mother’s untimely demise by kicking him in the teeth. Who does that?!  Who?! I’m upset for this guy. 

I’m close to being done myself. After 4 years faithful to Airbnb, 15 grand spent, and 16 stays with all 5 star reviews, some salty host left me a bad review because I needed help parking late at night in Portland, OR (I assume). Parking Instructions were very vague & I had no choice but to ask for assistance. I think he was anticipating a poor review from me, and decided to follow suit. Simply said “wouldn’t how again”, (yes, “how”) which 1) makes zero sense, and 2) unfair since i followed every rule and was apologetic for calling at 10pm. Write clearer instructions, perhaps? 

ABB said the review was fair & refused to remove it. Real smart… make it harder for big spenders with spotless histories to book expensive places by allowing hosts to leave vague, misleading reviews. If their final decision is that the review is fair, I’ll never be back. 

They need a business coach. Real bad. They’re going to sink. 

[Alessandro2064]

As a host, I wouldn't pay attention to the last review left for you.   It's poorly written and without reason.  Would hate to see you drop off the platform for it.

[Lorina14]

@Rachel3169 

It would be sad to see a great guest leave the platform for hosts who don’t take their listings seriously. If my guest had problems entering the space or finding parking, I would ask them if they read the directions or what was confusing that impacted a smooth check in. We are in the hospitality business so regardless we should be available for questions/assistance even if we thought we had good directions. Many times guests don’t read the check in instructions or because of a new “update” instructions are more difficult to find. I would take it as an opportunity to buff up my parking description and feel empathy for the guest having a problem finding the parking space.

I also would have mentioned in your response to the host’s review that you had to call them, and apologized for the late call (10pm) for clarification as the directions for parking were not clear. I feel you were too kind to not mention that fact of the inconvenience. 

[Alessandro2064]

It's insane to me that a host wouldn't grant this refund, for any reason.  The request is being made four months in advance of a measly one week stay.  I really hope you get it all back without too much more delay or hassle.