Airbnb Refund Help Please

[MKCP5]

We have 6 Airbnb reservations for a 2 week trip in Europe beginning July 24. They are currently offering a full refund via their extenuating circumstances policy for reservations through July 31 due to Covid. (I am expecting to that to be extended in the next couple of weeks) I am struggling to put together my case for refund though and documentation. Does anyone have any experience with this? My options are:

Government restrictions on travel

• Screenshot of an official government site explaining restrictions that prevent travel from your location or to your destination
• Effective dates of the restriction must fall within 2 weeks of your check-in date.

Note: Travel advisories that do not prohibit travel are not sufficient.

or

Transportation cancellations or closures

Required:

• Proof of cancellation for the inbound flight, train, or boat that shows your name, travel dates, and locations matching the reservation details.

Plus one of the following documents is also required:

• Email or official announcement from the transportation provider confirming the suspension of all trips to the impacted area
• Confirmation that the airport/train station/port in your or the listing’s location is completely closed, showing closure dates within 2 weeks of your check-in date.

In the government restrictions option it says a travel advisory is not sufficient. Right now if I am understanding our state departments warning, it is an advisory, so I don't think I can qualify.

In the transportation cancellations option, my flight to London has been cancelled. I got a refund from Delta. I have documentation of that but it doesn't say why it was refunded. When I go back to my original reservation in Delta's system to show that the flight has been cancelled, there is not record of it any more because my money has been refunded. It also looks to me like they are saying that I would also have to have additional documentation and would only qualify if the airport is closed, which of course it is not.

Anyone have any ideas here? Any help would really be appreciated. I legitimately have thousands of dollars tied up in this dream trip we had planned and saved and scrimped for that is now cancelled. I should add Airbnb is willing to give me a credit for all of these stays but I have no idea if or when we will be able to take this or any trip and really don't want that as an option.

Thank you so much!!

 

[SteveMouse]

what is the initial country you are traveling to? Would the quarantine requirements for U.K. visitors impact your refund request?

 

[MKCP5]

what is the initial country you are traveling to? Would the quarantine requirements for U.K. visitors impact your refund request?

That's a good thought. We live in Boston and we were travelling to London to begin, then on to Scotland and Ireland. All over the course of 14 days. I found this online, so maybe that would work for our other documentation?

When you arrive in the UK, you will not be allowed to leave the place you're staying for the first 14 days you're in the UK (known as 'self-isolating').
This is because it can take up to 14 days for coronavirus symptoms to appear.
You should follow separate advice if you will self-isolate in:

• Scotland
• Wales
• Northern Ireland

 

[Mathmagicland]

I would also check the US State Dept travel site - https://travel.state.gov/content/tr...ert-global-level-4-health-advisory-issue.html

they have all of the warnings, restrictions, and travel advisories for US citizens. We are currently still at Level 4 Do Not Travel.

Travelers can also register their trips - I’ve found this to be extremely helpful this year as I’m getting Regular email updates from the US embassies in my future travel countries about travel related restrictions and guidelines.

 

[e_yerger]

File a claim with your credit card company.

Last summer, my friend had to get chemotherapy treatments over a planned weekend getaway. I reached out to ask for a refund, with a doctors note saying she couldn’t travel (proof of reason), and they would only give me a 50% refund.

COVID & the mandatory quarantines are DEFINITELY proof of reason. Call your credit card company, explain how air bnb is refusing refund and your proof of reason, and they’ll take care of it for you. I got my money back instantly, and then 2–3 months later got the final approval of the chargeback.

Airbnb does NOT care about their customers - they only care for the property owners. I will never use them again, and I suggest others do the same.

 

[MKCP5]

File a claim with your credit card company.

Last summer, my friend had to get chemotherapy treatments over a planned weekend getaway. I reached out to ask for a refund, with a doctors note saying she couldn’t travel (proof of reason), and they would only give me a 50% refund.

COVID & the mandatory quarantines are DEFINITELY proof of reason. Call your credit card company, explain how air bnb is refusing refund and your proof of reason, and they’ll take care of it for you. I got my money back instantly, and then 2–3 months later got the final approval of the chargeback.

Airbnb does NOT care about their customers - they only care for the property owners. I will never use them again, and I suggest others do the same.

That's a good thought. They haven't refused yet, I am just trying to get my documentation together to try and get the refund. I am on the line w/ Delta now, A little frustrated. We never got notice from them that they had cancelled our flight, which would have been perfect documentation. I found out when I went to check on it, They're having a hard time coming up with a way to provide me documentation that THEY cancelled, not us.

 

[e_yerger]

That's a good thought. They haven't refused yet, I am just trying to get my documentation together to try and get the refund. I am on the line w/ Delta now, A little frustrated. We never got notice from them that they had cancelled our flight, which would have been perfect documentation. I found out when I went to check on it, They're having a hard time coming up with a way to provide me documentation that THEY cancelled, not us.

I would supply to them the email with your flight confirmation, screenshots of your Delta login showing no trips booked, and then a screenshot of searching for flights the time of travel showing that there are no flights that match your original flight details.

If that doesn't work, file the CC claim.

 

[starry_solo]

email from Delta with flight confirmation, including dates and times.
email (or screenshot) from delta showing flight has been refunded. This should be enough to show a cancellation.

I don’t think a CC dispute would work since it’s not the Airbnb that is refusing to provide the accommodations

 

[e_yerger]

email from Delta with flight confirmation, including dates and times.
email (or screenshot) from delta showing flight has been refunded. This should be enough to show a cancellation.

I don’t think a CC dispute would work since it’s not the Airbnb that is refusing to provide the accommodations

I’ve had the cc dispute work because i provided the relevant “emergency situation” paperwork, and they still refused to give me my money back

 

[MKCP5]

I think I will start by sending the initial booking, and the dated delta trip plans showing that there is nothing scheduled for me, a copy of my refunded flight and also the travel info from the UK stating that you have to stay 2 weeks if you enter the country. Hopefully that will be sufficient. I imagine I'll have to do that for all 6 reservations separately. A couple of them allow cancellations, so I would get those $$$ back, but not the fees that are associated w Airbnb which can be quite a bit. I'll keep you all posted! Thank you for your thoughts and ideas!

 

[MKCP5]

So far, so good!!!! Right now Airbnb has extended the Coronavirus special circumstances policy until July 31st. That covered the first two of our six reservations. I submitted everything I said I was going to in my earlier post and I received FULL REFUNDS, including all my Airbnb fees, etc. on the first two. I am so psyched!!!! I will have to wait til the end of month to try for the other 4 (they are extending the policy 2 weeks at a time right now) but I feeling good about our odds after these victories. Thank you all so much for your thoughts and help!

 

[kaytieeldr]

That's a good thought. We live in Boston and we were travelling to London to begin, then on to Scotland and Ireland. All over the course of 14 days. I found this online, so maybe that would work for our other documentation?

When you arrive in the UK, you will not be allowed to leave the place you're staying for the first 14 days you're in the UK (known as 'self-isolating').
This is because it can take up to 14 days for coronavirus symptoms to appear.
You should follow separate advice if you will self-isolate in:

• Scotland
• Wales
• Northern Ireland

I believe this doesn't apply here, because it seems you would have been connecting, not staying, at the airport.

File a claim with your credit card company.

Not as anywhere near the first step in attempting a refund, ever.

I’ve had the cc dispute work because i provided the relevant “emergency situation” paperwork, and they still refused to give me my money back

Absolutely within the business's right.


OP, if you need additional help, or even just want to be proactive, contact Delta for help with documentation. Either Twitter, Facebook, or email probably better than trying to call.

 

[MKCP5]

I believe this doesn't apply here, because it seems you would have been connecting, not staying, at the airport.

Not as anywhere near the first step in attempting a refund, ever.

Absolutely within the business's right.


OP, if you need additional help, or even just want to be proactive, contact Delta for help with documentation. Either Twitter, Facebook, or email probably better than trying to call.

See my post just prior to yours. Also not sure what your first point was. We were meant to fly into London and stay for a few days before heading to Scotland. The travel restrictions states that you have to stay for 14 days in England before moving on

 

[MKCP5]

Very happy to report every single one of my Airbnb reservations was cancelled and then refunded IN FULL including all fees, etc. I just copied and pasted my documentation for each reservation and all were refunded with no issue at all. Will def do business with them again when all of this is over.

 

[jerseygal]

I would also check the US State Dept travel site - https://travel.state.gov/content/tr...ert-global-level-4-health-advisory-issue.html

they have all of the warnings, restrictions, and travel advisories for US citizens. We are currently still at Level 4 Do Not Travel.

Travelers can also register their trips - I’ve found this to be extremely helpful this year as I’m getting Regular email updates from the US embassies in my future travel countries about travel related restrictions and guidelines.

Yes, we have found it helpful registering any trips outside the country with the state department of the particular country. I like the fact that it asks for hotel specific information, dates you will be traveling so that if there is an emergency in that country, specific area, you will be notified. Additionally, it asks for an emergency contact for someone not traveling with you, which is also beneficial. I have read that this is good to register, IF a passport is lost or stolen, your passport can be processed expeditiously.