I have been an Airbnb user for the past three years and was always happy with it. So much so that I encouraged my workplace to use Airbnb instead of hotels. When I first tried to book an apartment for a business trip, I got three cancellations for dubious reasons or no reason at all. Given that the trip was approaching I started to be very stressed out but finally found a place, which I again intended to book, only to be asked for a verification of my passport. I did allow Airbnb to verify my passport but then I did not get confirmation that the booking had gone through. Having had the three earlier cancellations I got even more stressed and found a fifth place, which I booked and this time it went through. Unfortunately for me though, the first booking had also gone through and the system did not make me aware that there was a double booking. The emails to that regard came through 20 minutes later (all four of them at the same time). I panicked and tried to cancel the second booking straight away (in the same hour) only to find out that the host had a strict cancelation policy and of the roughly $420 I was charged I would get $30 refunded, even though I cancelled within the hour. I contacted Airbnb using the phone number provided on this webpage and got through to an agent, who nicely thanked me for using their services for three years and told me that he would put my case through for the full refund. Thus far I still have both reservations going, as I do not dare cancel one; I was told Airbnb would do so. I strongly advise any Airbnb user to be super careful with bookings and wait at least an hour to see if a booking has gone through or not. The Airbnb refund policy is simply ridiculous.
Tag Archives: airbnb strict cancellation policy
Airbnb Cancellation Policy Cost Me $1200
Beware of this Airbnb host. I am sharing my experience so that no one else books a strict policy booking with this host and loses their money. I accepted a lower priced invitation (1200 USD) to sleep in this hosts living room for the month of January. She encouraged me to book and pay immediately since there were other interested parties. I did. Unfortunately, two days later, a family emergency arose and I realized I would have to cancel the stay. I immediately contacted the host so that she could rebook with the other interested parties and reimburse me. This is when I discovered that she had imposed a strict cancellation policy on the booking. I did not even know such a policy existed since, in my experience, normal and fair business practices are flexible bookings. The strict policy means that no matter what, you do not get any money back. Family illness, death, force majeure… it doesn’t matter. The host declined to pay back the 1200 or any part thereof, even though she had ample time to find someone else; I was not due to arrive for a few days. As a landlord, if a tenant’s plans change, I try to reimburse what I can. I would not keep a full month’s rent when there’s the possibility of finding a new tenant. I find that such an extreme position shows a lack of class and character. I have always had positive Airbnb experiences but the fact that they even allow such a policy makes no sense to me. There are hosts offering real private rooms (not living rooms) at similar rates and they offer flexible bookings. Most people are reasonable. Things happen in life. Unless you are prepared to throw away money on services not received I would not risk a strict booking with this host or any other hosts on Airbnb. Flexible bookings are another matter, but make sure you check.
Strict Cancellation Policy, Dangerous Neighborhoods
I was looking for a property that we could reserve for four nights to take a long awaited family vacation. We are two adults and two younger children, ages 2 and 8. I thought I had found the perfect place; from the pictures it seemed very nice. However, after I booked the reservation and the host confirmed it, she sent me an email and said that she “pre-approved” my request to book and then asked me to review the house rules and let her know if there was anything I was uncomfortable with. So I did. A couple house rules suggested that I should have something to worry about: close the shades at night and don’t bring a gun? That’s fine. I didn’t have a problem doing that… but why was this necessary? So I decided to further research the neighborhood now that I was able to view the address. I was shocked. There were several shootings just around the block within the last couple of weeks, as well as arrests for drugs, car theft, larceny, and so on. Just within a couple of blocks!
To me, this did not seem like a “relaxing” destination for our family of four. I had hoped to push the stroller around town and check out the sights. There was no way I was going to put my family in danger, so I cancelled the reservation within two hours of booking it. Wouldn’t you know… I only received half of my money back, even though the dates were 90 days out and I cancelled less than 12 hours after submitting the request! This host wasn’t losing any money. She has ample time to book those dates. The host uses a strict cancellation policy. I’m okay with this and I understand the reasoning behind it. However, 90 days out and cancelled within 12 hours? That’s just not fair. So the host writes to me and says she will give me a full refund if someone books the dates in the mean time. I told her that is fine with me.
What does she do? She makes those dates unavailable so they cannot be booked. She has a four night minimum and marks one of those days on her calendar as being unavailable, effectively making them all unavailable, and then she reduces the nightly costs by 50%. I have a suspicion that she knows this is a dangerous neighborhood and that this happens all the time. I don’t think I’m the first (nor will I be the last) person who has booked with her, cancelled when we found out where this place is and then lost half of our money. This host is getting paid for doing nothing. She does have several reviews, some mentioning the neighborhood on a negative light, though I wonder how many cancelled and cannot leave feedback. I’d love to see those numbers, because all I keep hearing from Airbnb is that “she has good feedback on the property.”
Yes, I read that feedback and none of the reviewers mention having children. It would be one thing if just my husband and I were staying there. I don’t mind the risk if we are solely responsible for ourselves, but I have two children to be responsible for and I will not put them in harm’s way for the sake of a family vacation. No thanks! Not to mention that dodging bullets and crackheads is not my idea of a “relaxing family vacation”!
At this point I’m beyond frustrated. I’ve reached out to Airbnb customer service several times over the past couple of weeks, spent hours on hold, spoken to several representatives who keep saying that my case is being “escalated.” I talked to someone in the “experience department,” who said he’d call me back after they speak to the host. The host doesn’t have my money. I know it’s in an escrow with Airbnb and they could return it to me at any time. I asked them what sort of liability they would have if someone were murdered at a property they advertise and she expressed concern, then said, “Some people may be comfortable walking around Compton while others would not be.”
I realize this. I totally get it. I grew up outside of Atlanta in an unsavory neighborhood as a child, but I did not have a choice at that time. However, as an adult, I have a choice to not bring my kids to a dangerous neighborhood on vacation. Does anyone choose to vacation in Compton? I doubt it! The next step is filing a claim with my credit card company because I just want to move on with my life! By the way, this is not the first property I’ve booked on Airbnb with a strict cancellation policy. In fact, we just got married at a property less than six months ago and it went flawlessly. However, this individual is hosting a shady rip off while Airbnb idly stands by.
Airbnb Can Change Cancellation Policy Preference
I had my listing posted as having a STRICT cancellation policy, due to the fact we all know how guests can be. I did not realize that Airbnb can override these restrictions. I just had t0 give a full refund to a guest that canceled the same day they were supposed to arrive. I had it marked as strict, as I did not care why they would need to cancel. I know if I were the one cancelling a reservation I had made somewhere I would not have received a dime back. I had expenses: hiring a cleaning company on a Sunday in order to provide accommodations; as well as having to drive an hour to pick up a key that was left out for this guest. Airbnb continued to give every penny back to this guest, with of course their own fee. A few days earlier I received the “superhost” badge… what a joke. No more, lesson learned. They will not make another dime off of my property. I do not see how someone can control another’s property like this. I’m very disappointed with Airbnb.
False Advertising Keeps Guests out of Beach House
The ad claimed that it was a private room with its own bathroom close to shops and the beach. Upon arrival it was evident that the host had just rented out one of his bedrooms and everything else was shared. Furthermore, he had other tenants staying in the same house. The bedroom was so tiny my wife and I could not even move. The ad claimed the beach was a 3-minute drive; the beach was so far from the place that I presume you need a 10-minute car drive to get there. It was definitely not walking distance. After about 30 minutes my wife and I decided we couldn’t stay there so we left and when I contacted the host and explained why we left (false advertising) he refused to refund me any of my money.
In summary:
- The smallest room I have ever seen.
- This was not a private bedroom; everything was shared
- The host was completely unreasonable in terms of the cancellation policy. I now realize why he has a strict cancellation policy. I am sure most people would leave after seeing the place… total disaster.
Airbnb Can Chose to Override STRICT Cancellation Policy!
I’ve been an airbnb host for four years with a total of 6 rooms for rent, so I’ve had hundreds of guests come and go, but I’ve never had an experience like this! Most of my rooms are rented several months in advance, and this case was no different. I had a nice couple message me a few months ago and ask to reserve my best room for a two month stay, beginning August 24th (a few days from now). I agreed, and the reservation was made without any incident… until yesterday when I received a message from the guest saying that they had a “family situation” and they would have to cancel their reservation. I immediately replied and said I was very sorry to hear that, but that I would try to find replacement guests for their long term stay right away and that I would refund them for each night that I was able to replace them with other guests (even though I have always had a STRICT cancellation policy set with Airbnb which entitles me to technically keep up to 100% of the guests money for up to one month if they cancel last minute like this). Granted I am a great host and have never actually taken a guests money or double-booked a room, but for the record I have that right when a guest cancels last minute. Well I never knew this was even possible, but somehow this guest contacted Airbnb directly and convinced them to OVERRIDE their own policy and my Strict Cancellation setting and give the guest a full 100% refund even though their move in date was only a few days away! How is that possible? What is the point of having a “Strict Cancellation Policy” with Airbnb if they can decide to override it at any time and completely screw one of their best and most loyal hosts?? At this point I should also mention that my wife is pregnant and due to have our first child on August 27th (of course he could come early or late) so now I not only have an empty room with zero money coming in for it, but I have to scramble around to find new guests to fill the same time frame when I should be focusing on my new family expansion!
The attached images show complete documentation of the messages I received, as well as my Strict policy and the crazy loophole that Airbnb has where they can just cancel any reservation at the last minute with a full refund without thinking twice about the impact on the host!
I don’t know about you, but I’m going to serious look into switching all of my airbnb hosting business to another service like VRBO or Roomorama etc.
SHAME ON YOU AIRBNB! Stick to your word and don’t screw your hosts.