I made a reservation on Jan. 15 for a stay in Kent April 25-May 9. My international flight from the U.S. to the U.K. was booked for April 1. All hell broke loose in March with COVID-19. With a travel ban, cancelled flights and looming domestic restrictions, I cancelled my Airbnb.
I was told I would get a partial refund, basically my first payment minus the reservation fee. Then I was told I would get the service fee back as a coupon, with many restrictions. I tried to print a copy of my refund amount; it stated zero. My host said I should be getting a refund from Airbnb. They said I need to get it from my host.
The extenuating circumstances policy for COVID-19 dated March 30 states reservations made before March 14 with a check-in date before May 31 are covered. Contacting Airbnb again, I was told it doesn’t apply to my booking as it was cancelled before March 30, despite my reminding them my flight was cancelled and no one could travel anywhere.
Are you confused yet? I have an English degree yet this has me frazzled. If my host cannot come through with a decent refund, then my next step is to try my credit card company and my travel insurance but this should not be necessary. Neither should my host have to carry this burden. I will not be risking Airbnb again.