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Updated 3 months ago, 10/11/2024

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327
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212
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Patricia Andriolo-Bull
212
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327
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Airbnb limitations to cancel appropriately for the hurricane

Posted

Not sure if others are experiencing the same issue or if I should have cancelled these reservations differently (would love guidance from others), but I am annoyed with Airbnb right now.  I had two different guests checked in prior to the hurricane Milton mandatory evacuation.  Whether or not it was required, I did tell both guests I would refund them for nights they didn't stay.  They both left on the 7th.  I was a little busy dealing with the hurricane (buttoning up both rental properties as well as my primary home) and evacuated myself on the 8th.  I called AirBNB on the 8th to cancel their reservations due to the hurricane.  The ambassador was clueless but assured me all would be fine.  I told him to cancel as of the 7th but apparently they can't cancel back only day of or future.  Fine, he said he would refund them the extra day separately.

Fast forward, he never did anything.  One of my guests called AirBNB today.  They cancelled the reservation for the 9th (because they can't cancel back).  I look like an A?S?S that didn't want to refund them.  I spoke with AirBNB again to refund him back to the 7th and to also refund the other guest.  Well, they did but they did not reduce my commission to AirBNB.  It's nominal but I'm already taking a bath with the storm and don't know what will come of my two reservations for this weekend or next.  Was there a way to do this myself online which would have worked better?  I wasn't sure if I would get penalized for cancelling online.  It's also disingenuous that they have all these claims of refunds etc. but they keep their fee off an amount that was never paid.

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Michael Baum
Pro Member
#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
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Michael Baum
Pro Member
#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
Replied

Wish I could advise @Patricia Andriolo-Bull. I have never had a situation like this before.

I have had issues with wildfire smoke, but nothing that actually threatens the house that would have guests need to leave early.

Can you just process the refund yourself? I know that I can go in, in either platform, and refund for days as needed without involving the "customer service" people.

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Patricia Andriolo-Bull
212
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327
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Replied
Quote from @Michael Baum:

Wish I could advise @Patricia Andriolo-Bull. I have never had a situation like this before.

I have had issues with wildfire smoke, but nothing that actually threatens the house that would have guests need to leave early.

Can you just process the refund yourself? I know that I can go in, in either platform, and refund for days as needed without involving the "customer service" people.

Yes but that’s the issue. They (Airbnb) still take their fee off the full amount even though I would be refunding 6 of 7 days. 
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Michael Baum
Pro Member
#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
6,402
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Michael Baum
Pro Member
#2 Short-Term & Vacation Rental Discussions Contributor
  • Olympia, WA
Replied
Yes but that’s the issue. They (Airbnb) still take their fee off the full amount even though I would be refunding 6 of 7 days. 
Hmm. I maybe have only refunded on VRBO. I don't remember them keeping the booking fees. I believe it was prorated.

Can you escalate to 2nd level support on AirBNB for assistance?

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Lauren Kormylo
  • Rental Property Investor
  • Phoenix, AZ and Rehoboth Beach DE
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821
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Lauren Kormylo
  • Rental Property Investor
  • Phoenix, AZ and Rehoboth Beach DE
Replied

According to Airbnb's Major Disruptive Events Policy, you should be able to cancel without any fees to you or the guest.  From what I hear from every host, if you are cancelling for a good reason, you want to call Airbnb to cancel, do not try to ever cancel yourself online.

" ... In the rare circumstances that large-scale events prevent or legally prohibit completion of a reservation, the Major Disruptive Events Policy (the “Policy”) may apply. When this Policy applies, guests can cancel their reservation and receive a refund, travel credit, and/or other consideration regardless of the reservation’s cancellation policy, and Hosts can cancel without fees or other adverse consequences, although their listing’s calendar will be blocked for the dates of the canceled reservation...What Events Are Covered...Government travel restrictions. Mandatory travel restrictions imposed by a governmental agency, such as an evacuation order. This does not include non-binding travel advisories and similar government guidance."

So call them back, read their own policy to them, and they should remove the fee to you.

https://www.airbnb.com/help/article/1320

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Replied

My STRs are a few counties south of Asheville and lost power for a week. It was pretty easy for me to refund guests once I called in, including fees, but by the time I was making the calls it was clearly a mess. With the app I could only refund from my own payout. 

Hope that helps! 

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Andrew Steffens
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#4 Short-Term & Vacation Rental Discussions Contributor
  • Tampa, FL
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Andrew Steffens
Pro Member
#4 Short-Term & Vacation Rental Discussions Contributor
  • Tampa, FL
Replied

Airbnb as usual is doing terrible.  They just let a guest cancel end of month although the property was not significantly affected and will be fine.  Par for the course for them I suppose.

  • Andrew Steffens
  • andrew@bookvrof.com
  • 813-563-0877
  • User Stats

    327
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    Patricia Andriolo-Bull
    212
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    327
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    Replied
    Quote from @Andrew Steffens:

    Airbnb as usual is doing terrible.  They just let a guest cancel end of month although the property was not significantly affected and will be fine.  Par for the course for them I suppose.

    Ugh. That’s awful. 

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    Collin Hays
    Property Manager
    Pro Member
    #3 Short-Term & Vacation Rental Discussions Contributor
    • Property Manager
    • Gatlinburg, TN
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    Collin Hays
    Property Manager
    Pro Member
    #3 Short-Term & Vacation Rental Discussions Contributor
    • Property Manager
    • Gatlinburg, TN
    Replied

    I call this AirbnBS. More of the same.  This is why we do not do business with Airbnb.

    business profile image
    SMOKY MOUNTAIN FALLS INC.

    User Stats

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    Patricia Andriolo-Bull
    212
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    Replied

    Update. They called me back after I messaged them and gave me credits for the host fees on both reservations. The woman was very confusing as to how this works so we will see once all credits and debits take place.  They ended up doing a cancellation for some days, a manual credit to the guest then a refund to me.