16/02/2021
Interesting conversation with AirBnB
Airbnb Support6:51 AM
We have an extenuating circumstance policy, in order to protect guests whenever there's a unforeseen situation that prevents their reservation from happening. The thing with COVID-19 is that after the pandemic was announced by WHO on March 11, 2020, Airbnb interprets that when there's a new travel restriction associated with COVID-19 it is no longer something unpredictable, therefore hosts have the right to uphold their cancellation policy.
https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19
Message from Kerry
Kerry6:55 AM
I get that but it’s wrong!! If their place burned down we’d be refunded right? If there is a lockdown we should also be refunded. We are ordered not to leave our homes. That means us and everyone else! That means I cannot use the booking, nor can anyone else! So why do that capitalise on the pandemic being able to just be allowed to take our dollars without providing a service? The only winner here is the host! They are rubbing their hands and collect collect and not give a crap about the customer. Good one Airbnb. Great policy.
Message from Airbnb Support
Airbnb Support7:02 AM
I understand you. But hosts were the ones who tooke the bigger hit specially in the beging of the pandemic, because every guest were receiving a full refund back then. Now that the pandemic is not something new anymore, Airbnb interprets that guests should be aware of the cancellation policy of the host before booking.
Message from Kerry
Kerry7:06 AM
Everyone is taking a hit. Now you’ve just put that on the customer. Either way the host would not get rooms booked in a shutdown. So why does the customer lose when again as mentioned no service provided. There is a thing called fairness. There is nothing fair here. The hosts will start losing more business if this continues to happen. There is no longer any trust for fairness. I’ll not stay quiet about this. This is so messed up. Rethink this policy please. It’s wrong on every level.
Message from Airbnb Support
Airbnb Support7:22 AM
Listen. I understand you and I agree with you. I'm just telling you how Airbnb is dealing with this situation right now. If the host were the one contacting us to say that he would not be able to accommodate you because of government restriction, then you would receive a full refund, and this host would be penalized.
Message from Kerry
Kerry7:26 AM
Then there needs to be give and take. There needs to be an insurance option for customers to pay like the service fee. This is what other companies are offering. To take the whole amount from the customer is robbery. There was no service provided and nor could it be to anyone else so the customer is the only loser here now. Great way to lose customers. I’ll be spreading this news far and wide warning people. I don’t care how much it costs me to do so. Change your policy or you’ll regret it. Protect the customers too!!
