I booked an Airbnb in early February 2020 with a host in Bali, Indonesia from May 15, 2020 through May 28, 2020. Well, sure enough, because of the coronavirus, my flight got canceled and both Singapore, where my layover was, and Bali are no longer accepting non-essential travel. This can be proven on both governmental websites.
I decided to cancel on March 25, 2020 and called Airbnb to speak to a representative. The representative informed me that because of their extenuating circumstances policy, I would be able to get refunded since I booked in early February.
Due to her negligent misrepresentation about the company’s policy, I cancelled my trip only to be refunded $0 and my cancellation had to be accepted by the Airbnb host. I immediately called back and was informed now the host had to accept my cancellation.
Well, the host never accepted my cancellation, told me he basically “had mouths to feed”, and I wouldn’t be seeing my $560 deposit. I immediately called Airbnb and told them I was impossible to go to Bali and it is unconscionable to take my money due to the first representative’s misrepresentation and the fact the government isn’t allowing me to travel. She informed me to submit documentation for internal review.
After this, Airbnb informed me he’d be eating my money too since I cancelled before the policy updated to extend to May 31st even though I cancelled five days before the extenuating circumstances policy updated.
I am advising everyone not to book with this Superhost who should have this status revoked and never to book with Airbnb. I have filed a complaint with the BBB since this is unconscionable and is a complete scam.
Even people who are covered under the extenuating circumstances policy still have to go through the same runaround and get the host to accept their cancelation. Airbnb is a scam.
You should mention the name and area of the AirBnb in Bali.I live in Bali and yes there is a country lockdown. I would never rent from AirBnb in Indonesia for many reasons. They often build very cheaply (yes, even the ones that look great in photos, as hardly anyone follows building codes and land use codes). Many are actually illegal with no “pondok wisata” license. In future, if you do book a “villa” in Indonesia do ask to see the license as many don’t pay taxes and don’t have building permits, often along inaccessible roads and built “in rice fields” which means illegally taking agricultural land away from farmers.