Got FULL refund of all AirBnB deposits

[JimMIA]

I posted earlier asking for advice on AirBnB, and just want to update our results.

We got FULL 100% refunds of all deposits we had made, including all booking fees. Every penny.

The assistance from both AirBnB Support and from all 5 of our hosts was exceptionally good. We are very pleased and look forward to rescheduling our trips -- hopefully with the same hosts.

In our case, we had 3 reservations that were within the normal cancellation period and all three hosts immediately canceled with full refunds as soon as we asked.

Then, a week later, AirBnB expanded their "contingency policy" to include our timeframe and we found that we fit the criteria. Their expanded policy was very reasonable, but required some sensible documentation to confirm that we qualified, which we provided. It took about a day and a half because of the extreme volume of support requests, but we were made completely whole without any hesitation or reluctance.

I know sometimes people complain about getting refunds (often because they don't actually qualify, but ask anyway ), but we could not be more pleased with the outstanding customer service we received from AirBnB.

 

[Deploraboo]

Good to know. Still waiting to pull the trigger.

 

[mikehn]

Thats great info

 

[JimMIA]

The key is you have to meet one of their 4-5 requirements for the cancellation beyond the normal cancellation period allowed by the host (which varies from host to host).

The policy is not intended as a "Get Out Of Jail Free" card.

If you meet one of the requirements, you'll get refunded. If not...not.

 

[Kaufeegurl]

Their expanded policy was very reasonable, but required some sensible documentation to confirm that we qualified, which we provided. It took about a day and a half because of the extreme volume of support requests, but we were made completely whole without any hesitation or reluctance.

I know sometimes people complain about getting refunds (often because they don't actually qualify, but ask anyway ), but we could not be more pleased with the outstanding customer service we received from AirBnB.

My daughter has an AirBnB reservation that starts on May 1st in Tennessee. She asked for a refund from the owner through the website when the refund window was to April 30th and was denied. She reached out to AirBnB support recently when the window was extended and was asked to provide documentation that she qualifies. She lives in Manhatten so I would assume she qualifies. May I ask what type of documentation that you provided? Thanks!

 

[JimMIA]

My daughter has an AirBnB reservation that starts on May 1st in Tennessee. She asked for a refund from the owner through the website when the refund window was to April 30th and was denied. She reached out to AirBnB support recently when the window was extended and was asked to provide documentation that she qualifies. She lives in Manhatten so I would assume she qualifies. May I ask what type of documentation that you provided? Thanks!

Here's a link to the appropriate AirBnB policy: https://www.airbnb.com/help/article...cumstances-policy-and-the-coronavirus-covid19

This policy applies to reservations made prior to March 14, 2020 ONLY for check-in dates through May 30, 2020. If she made her reservation after that, the normal cancellation policies apply.

From what you're telling me, it sounds like your daughter's cancellation would fit one of their criteria -- but I have no idea which one she is using. I don't think they would have asked for documentation if her case did not meet their criteria. They would have just said no.

Whatever the case, she will be required to supply documentation that proves she meets the criteria in order to be granted this refund outside their normal cancellation policies. What documentation she needs depends on which exception she uses.

The first step would be to check to see if she is within the host's cancellation period. Don't assume she has already done that; ask her.

If the host denied her refund, she goes to AirBnB -- a very easy process. From their website, you can chat online with Support, and if they can, they will fix things right away. They will be able to tell her exactly what type of documentation is required for her specific request. If necessary they will escalate her request to a case manager.

She can also call AirBnB Support, using the number on their website, but I found the chat feature easier.

As I said above, AirBnB's extenuating circumstances policy is NOT a "Get Out Of Jail Free" card. Your daughter must prove her case, but they are very helpful and will refund her deposit if she meets the requirements.

 

[gillep]

Here's a link to the appropriate AirBnB policy: https://www.airbnb.com/help/article...cumstances-policy-and-the-coronavirus-covid19

This policy applies to reservations made prior to March 14, 2020 ONLY for check-in dates through May 30, 2020. If she made her reservation after that, the normal cancellation policies apply.

From what you're telling me, it sounds like your daughter's cancellation would fit one of their criteria -- but I have no idea which one she is using. I don't think they would have asked for documentation if her case did not meet their criteria. They would have just said no.

Whatever the case, she will be required to supply documentation that proves she meets the criteria in order to be granted this refund outside their normal cancellation policies. What documentation she needs depends on which exception she uses.

The first step would be to check to see if she is within the host's cancellation period. Don't assume she has already done that; ask her.

If the host denied her refund, she goes to AirBnB -- a very easy process. From their website, you can chat online with Support, and if they can, they will fix things right away. They will be able to tell her exactly what type of documentation is required for her specific request. If necessary they will escalate her request to a case manager.

She can also call AirBnB Support, using the number on their website, but I found the chat feature easier.

As I said above, AirBnB's extenuating circumstances policy is NOT a "Get Out Of Jail Free" card. Your daughter must prove her case, but they are very helpful and will refund her deposit if she meets the requirements.

I was also able to get a full 100% refund for both of my AirBnB reservations for our Hawaii vacation in May. One was really easy, I was able to cancel online, select COVID-19 as the reason and then it displayed their extenuating circumstances policy and let me upload my documentation right there. I was refunded fully on that one within two days. My other reservation was a little more annoying, I was within the refund period for my host, but it AirBnB was giving me the booking fee as a credit, which I didn't want as our situation fit their extenuating circumstance policy. For that one I had to contact them via chat and wait until someone from the correct group got back to me (maybe a week) for me to be able to connect with someone who could help review my documents and refund the fee back to my card. AirBnB phone support wasn't able to help me at all, they said I had to cancel, take the credit, and then appeal. It all worked out in the end, I just wish both reservations had the same cancellation mechanism as the first one was so easy to navigate.

 

[JimMIA]

My daughter has an AirBnB reservation that starts on May 1st in Tennessee. She asked for a refund from the owner through the website when the refund window was to April 30th and was denied. She reached out to AirBnB support recently when the window was extended and was asked to provide documentation that she qualifies. She lives in Manhatten so I would assume she qualifies. May I ask what type of documentation that you provided? Thanks!

Sorry if my original reply was a bit vague, but I had to check with the other family before discussing their situation.

Our trip was for two families, and one member of the other family has a medical condition that prevented them from going. They got a very specific letter from their doctor detailing the destination and dates of the trip and saying they couldn't go. I don't know if that much detail was actually necessary for a refund, but it worked.

I also don't know if just residing in a particular place like Manhattan would qualify for a refund. I didn't pay that much attention because we had one of the 4-5 factors which clearly did qualify.

Good luck to your daughter!

 

[gillep]

Sorry if my original reply was a bit vague, but I had to check with the other family before discussing their situation.

Our trip was for two families, and one member of the other family has a medical condition that prevented them from going. They got a very specific letter from their doctor detailing the destination and dates of the trip and saying they couldn't go. I don't know if that much detail was actually necessary for a refund, but it worked.

I also don't know if just residing in a particular place like Manhattan would qualify for a refund. I didn't pay that much attention because we had one of the 4-5 factors which clearly did qualify.

Good luck to your daughter!

One of the people in our traveling group lives in Maryland, which has a stay at home order that prohibits non-essential travel and has no end date. I had to send them a link to the governor's signed order, and that was enough to get a full refund.

 

[JimMIA]

One of the people in our traveling group lives in Maryland, which has a stay at home order that prohibits non-essential travel and has no end date. I had to send them a link to the governor's signed order, and that was enough to get a full refund.

Yeah, I think AirBnB is really trying to accommodate everyone they can.

 

[Kaufeegurl]

Here's a link to the appropriate AirBnB policy: https://www.airbnb.com/help/article...cumstances-policy-and-the-coronavirus-covid19

This policy applies to reservations made prior to March 14, 2020 ONLY for check-in dates through May 30, 2020. If she made her reservation after that, the normal cancellation policies apply.

Thank you for your prompt response! My daughter got her full refund today. She just had to upload and send the 'stay at home' executive order.