Trip Cancelled Due to Terrorist Attack but No Refund

[Kilyan-Emre0]

Hello,

I wanted to share our recent booking experience with Air Bnb. Last week, my girlfriend and I had meticulously planned a trip to both Brugge and Brussels. We had already secured our train tickets and booked a night's accommodation in Brugge. Unfortunately, the day before our journey, Belgium experienced a terrorist attack, resulting in an elevated threat level of Level 4 in Brussels and Level 3 in the rest of the country. In such situations, authorities strongly advise against unnecessary travel.

Regrettably, due to safety concerns, my girlfriend and I made the difficult decision to cancel our eagerly anticipated trip. Since it was the day before our planned departure, the host of our accommodation in Brugge declined to provide a refund. However, I had previously familiarized myself with Airbnb's refund policies, which explicitly state that under "Extenuating Circumstances" such as a terrorist attack, a refund or travel credits are given. I had also come across examples within the Airbnb community where such refunds were granted, and I've included links to these references at the end of this message.

Despite this policy being in place, Airbnb rejected my refund request on multiple occasions. I could accept this decision if I had canceled for personal reasons. However, our situation is highly unusual, and the threat of a terrorist attack was the sole reason for our cancellation. If Airbnb cannot honor a refund for a one-night stay in line with their own refund policy, it leaves me questioning why I should continue using this platform. I rely on Airbnb for the safety and security it offers in situations like these, and if I cannot receive a refund in such a straightforward case, it raises concerns about the platform's effectiveness. In such instances, I might consider reaching out to hosts directly.

This summarizes our situation. Thank you for taking the time to read this message.

Brussels Attack: https://edition.cnn.com/2023/10/16/europe/belgium-brussels-shooting-intl/index.html

Extenuating Circumstances Policy: https://tr.airbnb.com/help/article/1320

Example Case: https://community.withairbnb.com/t5/Support-with-your-bookings/Cancellation-due-to-terrorist-attack-....

[Mike-And-Jane0]

@Kilyan-Emre0 Did your travel insurance refuse to pay up for this?

[Kilyan-Emre0]

Dear Mike and Jane,

Unfortunately, we did not have any travel insurance for this trip. 

[Fred13]

That was your personal decision which you are welcomed to exercise, but others do not have go along with it.

I could just imagine in today's world how many reasons can come up to cancel reservations at the last moment, but reserved (meaning on hold) months ago. If allowed easily it would turn the whole tourist industry upside down. Like Covid did, understandably of course. The last 2 years we have gone to Europe 4x, every time there was some terrorist attack and the subsequent government warnings, and it was still packed with tourists having a great time.

[Mike-And-Jane0]

@Fred13 And yet you never come to Derbyshire........Very little terrorism here

[Fred13]

I promise Mike, in August 2024. We are seriously doing the British Isles! See you then.

[Kilyan-Emre0]

Dear Fred,

I appreciate your perspective on the matter, but as I mentioned in my initial post, my request for a refund is not arbitrary. I am seeking a refund because it aligns with Airbnb's established refund policy, and I have consistently paid a commission to Airbnb with each booking, precisely for situations like this.

Had Airbnb's policy explicitly stated a no-refund policy under all circumstances, I would not be making this request.

Furthermore, I'd like to draw your attention, once again, to the links I provided in my initial communication. These references feature instances of individuals with similar cases who were granted a refund. I fail to see why my situation would be treated differently.

I understand that people have varying responses to such events, and while you might proceed with your holiday plans despite a terrorist attack, it's important to acknowledge that not everyone can do the same.

To reiterate, my cancellation is not due to personal illness or a scheduling conflict. I had to cancel my reservation because of a terrorist attack, a reason clearly outlined in Airbnb's refund policies. If Airbnb chooses not to honor refunds in such cases, then they should consider revising their policy accordingly.

[Fred13]

"I am seeking a refund because it aligns with Airbnb's established refund policy, and I have consistently paid a commission to Airbnb with each booking, precisely for situations like this."

Well @Kilyan-Emre0  you are welcome to try to get that refund, but don't be shock if you don't get it because your interpretation of their refund policy is assuming is an exact science based on your interpretation.