I filed a complaint with the BBB requesting assistance in getting a full refund ($520.74) for an Airbnb booked with a host in Seattle for July 25th and July 26th, 2020, due to canceled travel plans, directly relating to COVID-19.

The rental was described as a “downtown designer’s condo with amazing courtyard view, free parking, hot tub, pool (99 walk score).” I initiated a full refund request with the host through the Airbnb message service on March 25, 2020.

On March 26, the host stated I needed to contact Airbnb directly, which I also did that day. Airbnb customer service informed me that it would be up to the host since our travel was before the April 14 deadline that Airbnb had imposed (with the federal government currently requesting quarantine until April 30).

I again wrote to the host on March 26, again requesting a full refund for the $520.74 deposit paid on Feb. 18. I have not heard back from the host since our communication. I did hear from a new Airbnb Resolution Agent on April 1, stating she would look into things further.

On April 4, she informed me that she had not heard from the host and that since my reservation is more than a month away, I should just wait to see if the Airbnb policy covering extenuating circumstances changes, which would then cover rentals after the April 14 deadline they have set.

I am writing to request a resolution and a full refund of $520.74 for a canceled trip and July rental with Airbnb.