Thank you for responding, Susan. I did provide medical proof - CT scan and other appointments with dates shown clearly on my “my chart.” I would have thought that would be enough. Airbnb is not interested. I don't know why it asked for info in the first place.
And I think you misunderstand. I did respect the cancellation policy I signed up for. I respected it every time. This last time when Airbnb kept the $266 in fees, I canceled a full five weeks before arrival for a one-week stay. way, way within the 24-hour- before- arrival cancel. In other words, I didn’t have to cancel for over four weeks more. The host and I were in full contact, and she understood completely. I could have waited so as to have been absolutely sure I had to cancel, but I wanted to let her know as soon as possible, figuring I could try to rebook if I could end up being able to go. The cancels that have put me in this “penalty box” were always done ahead of the hosts’ policies, never after. I never asked for any exemptions or exceptions until I got put in that penalty box. Airbnb will take a fee immediately from me for one year., no matter what your policy is as hosts.
Airbnb is gaining a reputation for refusing cancels now, and the thing is - you hosts - not only guests - seem seldom to receive anything. It is about the third party; it is about the fee. Since Airbnb did not used to be the way it is now, I assume it is about the shareholders.
There are cases far worse than mine out there now. Look up an article in the Vancouver Sun of August 18 where a family had to leave in the middle of a fire and yet still had to fight Airbnb. Airbnb eventually gave back a partial refund for the stay BUT NOT THE FEE. It is the hosts who have a heart, not the company. I have met many wonderful hosts through the company’s service. But the company has changed.
My relationship is with you. I care about my partner and me and I care about you. I have used Airbnb for years, even twice successfully last month, and I will once again in about a week
I do understand that the climate and COVID issues are impacting you hosts, and those of you who depend on those listings to live and retire on may be really hurting, but they are impacting us, too. Airbnb picked a difficult time to go public. It is really too bad that there are no longer just two parties involved. Still, we can try to not let go of what was once a really good company.