Airbnb and its Hosts’ Unethical Practices

In November I booked a stay at an Airbnb one bedroom condominium in Palm Springs listed as for mid-February to late March. Per Airbnb requirements, I paid a total deposit of $3,135 for this to Airbnb. At the time, COVID-19 was declining.

Then in December 2020, the COVID situation turned worse in California and on Jan. 6, the California Department of Public Health issued a travel advisory stating that “non-essential travelers from other states or countries are strongly discouraged from entering California.” The official state document issued by the governor’s office, referenced in the travel advisory, also included a restriction that stated for “hotels and lodging: allow to open for critical infrastructure support only.”

Based these conditions and further recommendations by Dr. Anthony Fauci and other health professionals that the COVID-19 crisis was still on the rise in California and not likely to see a reduction soon, and that Riverside County (home to Palm Springs) had one of the highest infection rates in the country, I cancelled the reservation in mid-January and told both Airbnb and the hosts that I would be willing to use my refund amount to rebook at this property at a later date and suggested specific dates in April and May.

The host told me they (and Airbnb) agreed to this in January and told me “they would contact Airbnb to find out how to allow me to book for these new dates using the $3,135 I already paid” for the reservation in February. During the next two weeks, I kept asking them when they would do this. They kept saying “we are busy and will do today” but they never did.

After two weeks of pleading with them to follow up on their agreement to allow me to rebook using my deposit for the original reservation, and still no action on their part, I had no choice but to realize they never intended to allow me to rebook using my deposit. When I contacted Airbnb, they told me “the host was refusing to release my deposit” to use for a booking in the future. When the host finally did respond, after I repeatedly complained to Airbnb, the host told me “it was really Airbnb that was not allowing them (the hosts) to use my deposit to rebook at a later date.”

So now the hosts were blaming Airbnb for this debacle. I’m stuck in the middle of the hosts saying Airbnb won’t let them rebook my new dates using my deposit, and Airbnb saying the hosts won’t allow a refund. Both Airbnb and the hosts were blaming each other. In the meantime, the hosts rebooked guests into their property during the time I originally booked so they are receiving payments for the new bookings and keeping my deposit. Essentially making twice the price for the time between mid-February and the end of March while I’m out $3,135.

While this may not be illegal, I certainly think it is unethical and wrong. Then to top this off, the host tried to get me to put an additional deposit down for future dates and saying they “would release my original deposit when they received additional deposits for future dates.” I told them they must think I’m a fool if they thought I would give them more money while they still had my original deposit and would not use it to rebook. How these hosts can maintain their status as “Superhosts” while consistently lying to me is unbelievable. How Airbnb sanctions this wrongful behavior is equally unbelievable to me.