I am a Airbnb host and have just been in a spat with Airbnb customer service all day. For the last 12 months I have kept my Superhost status and was given a $100 voucher to use on other Airbnbs. I booked a few days away with my kids this weekend but because Auckland has gone into lockdown we had to cancel.
The host’s cancellation policy was relaxed and I was to receive a full refund. The only thing is I paid half with my coupon and half cash (on credit card). I was advised my credit card would be refunded but I was not given any information about my coupon. So I got in touch with Airbnb and they advised me that because I cancelled my booking, I would lose the coupon.
Honestly I’m in disbelief. I complained and tried to have my complaint escalated. I mean, after 12 months of earning money for them and paying thousands in fees for a measly $100 coupon, they bloody don’t refund it. Cancelling was out of my control – the host’s policy was relaxed. It is Airbnb who has kept my coupon. They absolutely refuse to issue me another coupon. It’s disgusting how they treat hosts. For this situation I never thought for a second they wouldn’t reinstate my coupon. Just very bad form and disgusting treatment.
No matter what the terms state, in these times Airbnb should relax their policy.
I’m a superhost too. I’ve received several vouchers. The voucher terms of use state that once used it will not be refunded if the stay is cancelled. They are adhering to their policies.
Guests tend to miss reading & understanding cancellation polices. Looks like we hosts can make mistakes too.