AirBnB Customer Service Issues

Please contact me as soon as possible regarding Confirmation # HMJPTM3D85. We have made a reservation from 3/18-3/22. Please advise on our options for cancelling and receiving a full refund due to concerns about the COVID-19 coronavirus. Our home state, Illinois, has 20 cases as of today, and with Florida declaring a public health emergency and cancelling major events, it feels unsafe to travel. We request the cancellation and refund of our Airbnb reservation. Illinois has new cases daily, and travelling seems risky. If we proceed with our trip and someone falls ill with COVID-19 at your property, will you be liable for medical bills and potential extended stays in Florida? Your prompt response is appreciated as we consider our decision. Thank you for your understanding.

Hello, I need assistance. We must vacate our Airbnb rental earlier than planned and request a refund for the remaining days. Upon arrival, we discovered evidence of mice in the apartment, including droppings and sightings in the bedroom and kitchen. My pregnant wife is distressed over the health risks associated with the mice. The host, aware of the issue, has not been responsive to our concerns. We had booked the unit from March 1st to March 31st, but we wish to depart tomorrow and be reimbursed for the unused days. Due to the current situation with the coronavirus, I am unable to contact anyone by phone. Please advise on how to proceed promptly. Thank you.

Good morning, I am seeking a full refund due to the impact of COVID-19. Our destination wedding in Tulum has been canceled as a result of the restrictions in place in our Pennsylvania counties. With schools, public spaces, and businesses closed, we are at the heart of the pandemic. Given the increasing risk and the fact that some of our elderly guests recently returned from Italy, we cannot proceed with the event in good conscience. Various issues such as pay cuts for non-essential travel and general safety concerns have further complicated the situation. We kindly request your understanding during this challenging time, with the health and wellbeing of all involved as our primary focus. It's important to note that we have guests from Italy who were planning to stay at the house, which adds an additional layer to our decision-making process.

I am reaching out to cancel our upcoming reservations in Greece due to the COVID-19 pandemic and government travel advisories. We are seeking a full refund based on AirBNB's extenuating circumstances policy. Our Air Canada flights to Greece have been canceled, and the country is closing public spaces. We believe this falls under unavoidable circumstances due to government travel restrictions. We appreciate your cooperation in processing our refund promptly. We remain committed to rebooking with AirBNB in the future. Thank you for your understanding during this challenging time. Luke M. Email: [redacted] Phone: [redacted]

Re: Confirmation code HM3ZD5BAC5. Our reservation for a 3-night stay at [redacted] Boca Chica Ave, North Port, FL [redacted] with host "Lolita" from Fri 13 Mar to Sun 15 Mar, was unfortunately not possible due to circumstances related to the COVID-19 outbreak. Despite our efforts to cancel and request a refund, we were denied and informed we would not receive any refund for the $[redacted].06 paid on 12 Jan [redacted]. We informed Lolita by email on 13 March due to health concerns, particularly for a member of our party with MLS, aged 72 to 76. We were mindful of government advisories against unnecessary travel for vulnerable groups and promptly returned home on 13 March. We have since learned of the updated Airbnb policy regarding COVID-19, which we believe entitles us to a full refund. Thank you, Laura and Charles B. [redacted].

I have a reservation from April 1st to April 5th, [redacted], in North Charleston. I regret to inform you that due to being in a high-risk group for COVID-19 and being quarantined in Massachusetts for two weeks, I am unable to make it back to North Carolina. I tried canceling on Airbnb but was unsuccessful. I am reaching out to inquire about the refund process and confirmation of this message being received. Thank you. Linda P. Gundrum.

I recently made the difficult decision to cancel my booking at a hotel in Seminyak, Bali due to recent events related to COVID-19. Despite my circumstances and health concerns, I did not receive a full refund as requested. I kindly ask for a review of my case based on the circumstances I outlined. Thank you for addressing this issue promptly. Airbnb, Dear Prema, A refund of ₹[redacted].56 has been processed for your reservation at Bali Cinta Villa 2 BR in Seminyak (you originally paid ₹[redacted].75). Please be aware that although the refund has been issued immediately from our end, it may take up to 10 business days for the funds to appear in your account. Thank you, The Airbnb team

I would like to address the issue I experienced during my recent stay at an Airbnb. Upon check-in at 5 pm yesterday, I was disappointed to find a dirty room with urine stains on the floor. Despite attempting to clean the room myself, I encountered numerous bugs coming from the doors and under the bed later that night, which made it impossible to stay there. I reached out to the host the next morning to inform them of the situation, but they did not respond. As a result, I had to book a hotel for two nights, following all the checkout procedures around 2 am last night. I feel I was not treated well in this situation. I appreciate Airbnb's usual services and hope to receive assistance from your support team soon.

Dear AirBnB Customer Service, I had a reservation in NYC from Saturday, February 29th to March 7th to accommodate my family during my father's open heart surgery at Mt. Sinai Hospital. I had to cancel due to his decompensated heart failure. I chose “extenuating circumstance” for the cancellation reason, citing "Serious Illness." As a Physician, I understand the medical reasons for the cancellation. I’ve attached texts with Dr. El-Eshmawai at Mt. Sinai, a summary of the visit to Albany Gastroenterology, and my AirBnB cancellation screenshot. Please assist with the refund. The deadline to submit documentation for the full refund is March 14th. Your help is appreciated. Sincerely, Dr. M.

I need to cancel our Cape Town booking due to the Coronavirus situation. We reached out to the host for a refund, but it was denied. Unfortunately, the Airbnb trips page no longer provides the option to change or cancel reservations. Additionally, my daughter underwent a Coronavirus test, and we are awaiting the results. We hoped to cancel following the guidelines of the Airbnb COVID-19 extenuating circumstances policy.

Hello, I would like to address an issue with a booking made for March 12 to March 15, [redacted]. Despite contacting customer service multiple times, I have faced challenges in rebooking the dates due to the COVID-19 outbreak prohibiting travel to another country. Despite several extensions and escalations, there has been no clear resolution provided. This delay in the process is concerning, especially considering the significant amount of money involved. I have diligently communicated the reasons preventing us from utilizing the booking, our attempts to rearrange with uncooperative tenants, and the request to cancel with the conditions imposed, only to find myself on a waiting list with no further progress. I am seeking clarity on when I can expect a resolution, as the current situation is incredibly frustrating. Given the circumstances surrounding COVID-19, it is imperative to receive a refund promptly to secure alternative accommodations. Your prompt attention to this matter is greatly appreciated. Warm regards, Dorotea G.

Our reservation code is HMAFQB9NBR. We have a group planning a trip to Krabi, with a 2-night stay in Tambon Khao Thong booked through Airbnb. We made a partial payment of RM2,[redacted].12 on 17/11/[redacted]. Considering the seriousness of the Covid-19 pandemic and travel restrictions, we may need to cancel or postpone our trip for safety reasons. We are inquiring about the possibility of a full refund if we cancel or any penalties if we reschedule. If rescheduling is an option without extra charges, we would like to know the timeframe for doing so. We kindly request information on your current policies and procedures during this pandemic. Our goal is to postpone our trip without incurring additional costs. Thank you. E.L.

Hello, Yesterday, we had to cut our trip short due to flight cancellations by the Canadian government and WestJet. We successfully changed our flight from April 15th to this Sunday before the flights halt. Regarding our accommodation, we had already paid two instalments for February and March, with the third instalment coming due at month-end. As the website's resolution tool does not accommodate refund requests, we need clarification on: - The refund amount for the ten unused nights in March. - Whether the refund will be credited to our Visa account or another method. - Confirmation of no charges for the 15 days in April. - Verification of no service charge for the cancellation process. Thank you for recognizing the current coronavirus situation as an "extenuating circumstance." Best regards, R. and J. Moore

I have a reservation for Apartment Lucia in Barcelona from June 22 to June 26, [redacted], with the confirmation code HM952N2SXX. It has been challenging to reach the Airbnb host, as they seem to have violated Airbnb’s policies, leaving us unable to contact them. Due to concerns about the coronavirus, particularly for two individuals in our group who are over 60 and have underlying health conditions, we are requesting to cancel our stay. The current guidance from the World Health Organization and the US Government advises against unnecessary travel from the US to Europe, especially for those at higher risk. We are seeking a full refund of $[redacted].23, the amount paid in February. Thank you, Jennifer Engstrom.

Host Denies Refund Claiming COVID-19 Rules I have two bookings with the same host in Munich. The first booking [redacted] was for April 11th to the 13th with a deposit of RM1212.89. The second booking [redacted] was from April 15th to the 16th with a deposit of RM675.53. I canceled both bookings due to the COVID-19 outbreak in Europe, specifically Germany, back in early March, well before my travel dates in April. However, the host is refusing to issue a refund citing that I canceled before Airbnb's Extenuating Circumstances policy was announced in mid-March. I believe I should still be eligible for a full refund as my reason for cancellation remains valid and anticipated. Additionally, with the lockdown in Europe and travel restrictions in place, my inability to travel to Europe should warrant a refund. I kindly request assistance in resolving this matter fairly. Thank you. Regards, Teik Kean K. from Malaysia

Hello, I contacted a guest explaining that I might need to cancel due to my daughter being in isolation with the flu and plumbing issues in the property. The guest reacted aggressively, and I mistakenly thought they would receive a full refund if they cancelled. As a result, I sent the $28 charged directly to their bank account. When trying to refund the amount through the resolution center, I accidentally refunded a guest named Mick instead of the intended person. The guest, identified as Martini HM4C2FKTYH, responded aggressively and made threats about leaving a negative review. This situation is causing me distress as it is my first hosting issue, and I am concerned about maintaining my positive hosting reputation. I am seeking assistance in canceling the review and recovering the mistakenly sent $28 to cover the cancellation costs. It has been a very stressful exchange of emails during an already difficult time. Sincerely, Jane Scerri

I have a booking for an apartment in Canberra from April 24th to 26th that was made before March 14th. Due to the coronavirus pandemic, the event I was attending got canceled. Both the host and I agree to cancel the booking if we can both receive a full refund. As a nurse, I anticipate that restrictions will not ease but may even become stricter. Given the circumstances, we are asking for a full refund. The money for the booking mostly came from 17-year-olds, which is a significant amount for teenagers. They are quite upset about the concert being canceled and are worried about not getting their money back. These teenagers have recently experienced the stress of the bushfires on the south coast, particularly in Batemans Bay, and could really benefit from a break. I kindly request a review of this situation considering the challenges we have faced. Thank you. Sincerely, Sue

We had to return from Belgium to South Africa due to the COVID-19 outbreak, affecting our three Airbnb reservations. These were: 1. A long-term stay in Antwerpen from January 24 to April 4 (Booking: HMANCHA9AJ). 2. A short-term stay in Paris from March 27 to March 30, [redacted] (Booking code: HMEATYJSHM). 3. A short-term stay in Leiden, Netherlands from April 4 to April 12, [redacted]. Leiden was fully canceled, while Paris only refunded 50%, contrary to Airbnb's COVID-19 policy. This policy covers bookings made on or before March 14, [redacted], with a check-in date of April 14, [redacted], or earlier. However, our Antwerpen stay (booking ref: HMANCHA9AJ) was not refunded after being canceled 19 days before check-out, and the final payment was deducted after cancellation on March 18. We request that long-term reservation cancellations also fall under the COVID-19 extenuating circumstances policy, as these have severe financial implications. We would like a refund of €[redacted].50 for Paris and R8568.57 ZAR for the overcharged Antwerpen stay. Best Regards, Mr. Cornell J. De Korte

I regret to inform you that we had to cancel our upcoming trip to the UK/Ireland from April 21st to May 15th due to the Australian Government's travel ban. We have received refunds for most of our Airbnb stays, except for three accommodations in Edinburgh, Oban, and Stirling which only refunded 50% of the money and provided service coupon credit instead. Considering the current global situation, our early cancellation, and the travel ban affecting us, I believe a full refund would have been more appropriate. I am willing to provide details of the accommodations if needed. Thank you for addressing this issue, and we look forward to your response. - K.L. and G.G.

Hello, I followed your advice and contacted my host. We canceled the reservation before it was active. According to the Airbnb website, they are providing full refunds for guests and no charge cancellations for hosts for reservations made on or before March 14th with a check-in date of April 14th or earlier. I am requesting a full refund as we only received $99.00 back so far, with $[redacted].00 still pending. Thank you. Lee and Jeff