Unfair Airbnb Policy

Kidaway on 21/12/2020 - 17:30

Hi all,

By way of some background information:

  1. If you were to book a reservation after 14 March 2020 and you have to cancel your AirBnb reservation due to COVID19 reasons (except that you have COVID19), you will not be eligible for any refunds (depending on the host's policy).

Shortly after VIC's border was opened, I have proceed to make a reservation for NSW with a 50% refund policy after 48 hours of booking. This was fine to me as the borders were opened. However, due to the current 'unforeseeable circumstance', it seems that Airbnb is refusing to provide any refunds and the host simply chooses not to respond at all.

I think this is appalling considering that entry into NSW and back to VIC would require permits / quarantine. Any ideas what I should do? A word of advice for anyone considering Airbnb: best to book a flexible booking - it will help a lot.

Happy to share my specific experience on that specific property if anyone wishes to avoid that host.

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Comments

  • tsunamisurfer on 21/12/2020 - 17:36
    +1

    Did you contact them to cancel within that 48 hour window?

  • jv on 21/12/2020 - 17:38
    +4

    just do a chargeback on your credit card.

  • FoxJump on 21/12/2020 - 17:38
    +8

    So .. they put up their terms and conditions, to which you agree. And then they exercise them?

    I'm missing the punchline.

    Maybe demonstrate that you're cancelling due to non covid reasons?

      • FoxJump on 21/12/2020 - 17:44
        +4

        I'm presuming they made a booking which now they can't cancel, not even for 50% because theyre wishing to cancel due to recent covid news.

        Typically one agrees to terms and conditions prior to booking?

      • GrueHunter on 21/12/2020 - 17:46
        +1

        Because they handed over their money.

          • [Deactivated] on 21/12/2020 - 18:42
            +4

            @jv: Was the CEO of Airbnb holding a gun to their head while they were making the booking?

  • jv on 21/12/2020 - 17:39

    I think this is appalling considering that entry into NSW and back to VIC would require permits / quarantine.

    That's not true, most of NSW is still a 'green zone'. Require a permit, but not quarantine… Permits just take a few minutes to complete online.

  • salmon123 on 21/12/2020 - 17:41

    except that you have COVID19

    I hear it's spreading like wildfire on the northern beaches of Sydney. Have you considered going there?

  • Meho2026 on 21/12/2020 - 17:43

    What exactly does this mean "50% refund policy after 48 hours of booking."?
    You are entitled to 50% back or not?
    Where in NSW is the property?

    • mjwills on 22/12/2020 - 09:01

      It means after a window of time you are eligible for a partial refund (not full refund).

  • Tech5 on 21/12/2020 - 17:49
    +2

    Your grammar is not clear. Do you mean that after 48 hours have elapsed, they will only refund 50%? Or do you mean within the first 48 hours, they will refund 50% and afterwards they will refund nothing.

    If it is the second, you have no leg to stand on and need to read the TnC's before you book. If it is the first, pursue for the 50%

  • sunnyc on 21/12/2020 - 18:05

    Well you can still go to NSW. The northern beaches are fairly secluded from the rest of sydney. Only one large road in and out.

  • Settero on 21/12/2020 - 18:29
    +1

    Policy looks fair to me.

    They foresaw ongoing issues , they warned you , you ignored. they should probably help you with the "50% refund policy after 48 hours of booking" but nothing else is owed imo.

    • jv on 21/12/2020 - 21:24
      +1

      They foresaw ongoing issues , they warned you , you ignored.

      It's a government decision to stop travel.

      If you pay for a service and are not able to use it and it's not your fault, you shouldn't have to pay for it.

      • avoidfullprice on 21/12/2020 - 21:45
        +1

        I'm of the following opinion

        If you pay for a service, accepted the conditions and are not able to use it and it's not your fault
        outside of those conditions, you shouldn't have to pay for it.

        • jv on 21/12/2020 - 22:31
          +2

          Not when the government (read law) changes the rules.

      • SirFlibbled on 22/12/2020 - 16:03

        I wouldn't have booked anything which doesn't have a robust refund policy because outbreaks can and have happened. We saw with SA a few weeks ago how quickly things can change (and again with NSW this week).

        When booking any hotels, flights etc this year, I've been checking the refund policy in case my plans change due to COVID. AirBNB's policy is so terrible I wouldn't have booked with them.

        That being said, when the government changes the rules (and it's not clear here the OP can't still visit the AirBNB other than if its in Sydney) then the contract becomes frustrated regardless of the T&Cs.

  • MrHyde on 21/12/2020 - 18:39
    +5

    I would not think the Sydney situation is an "unforseeable situation". Since March, it has been well known that hotspots will occur across Australia and when they do; there is risk of further lockdowns, border closures, etc. All state health departments and Premiers have been saying that since borders opened - that they will shut them in a heartbeat if cases increase anywhere.

    Also, have you tried asking the hosts if they will refund the full amount. I had booked a holiday in regional victoria the week after Melbourne lockdown lifted; but before booking I emailled the host and asked if they would entertain better cancellation policies due to the risk of lockdown not lifting and us being unable to travel. The host was very helpful and said he would provide 100% refund or credit to a later date when we can travel. He also said that he couldn't change the policy on airbnb; but did provide his refund policy in writing. I was comfortable enough with that to proceed.

    • Agarwal on 21/12/2020 - 18:44

      Agreed, they might be nice and amend the conditions, or perhaps allow you to move the booking to another time even.

  • Kidaway on 21/12/2020 - 19:01

    Thank you all for your comments!

    Unfortunately, as said, the host was unwilling to even communicate or response.

    Say for instance, if everyone here were to book their regional stay in Victoria on AirBnb ('strict policy') and if Dan Andrew were to impose a lockdown / restrictions tomorrow making you not able to travel to regional Victoria (or being forced to undergo quarantine / obtain a permit) - would this be fair? At the present time, it is totally 'unforeseeable' that Victoria will be in lockdown tomorrow. Likewise, if Victoria is already in a lockdown state due to COVID and I proceeded to make a strict booking - then well.. too bad because it is already 'foreseeable' to me.

    All in all, I would advise anyone that intends to make a 'strict' booking on AirBnb not to because they are taking a gamble (and it is not because a 'strict policy' is cheap but that may perhaps be the only option available)

    • Agarwal on 21/12/2020 - 19:08
      +14

      It's a pandemic, it's not really unforeseeable. The only safe thing to do is book somewhere which will give you a 100% refund.

    • avoidfullprice on 21/12/2020 - 19:16
      +2

      Unpredictable, still foreseeable

      It is unfortunate.

      Unfair to you and unfair to host.

      Merry Xmas otherwise

    • MrHyde on 21/12/2020 - 20:32
      +2

      No, it is not unforeseeable. It is definitely possible that we have 15 cases appear in Victoria today and Dan sends us into lockdown tomorrow.

  • brendanm on 21/12/2020 - 19:01
    +2

    I'd suggest not using Airbnb if you don't like their terms.

  • zine21 on 21/12/2020 - 20:05

    try and put through a change of date request - as they allow that without a charge. Only issue - you kind of have to guess into the future but it may give you a bit of flexibility at least for the time being.

  • wog_ta on 21/12/2020 - 21:50
    +2

    This kind of feels like predatory behaviour, they are comfortable in taking money for accommodation that they know now is not possible to be rendered given the current circumstances.

    Put it this way, if you had not booked it already, the likelyhood that it would have been booked now is near zero.

    Wouldn't airbnb want to encourage people to take a punt on booking as much accommodation as possible during this time of uncertainty without the fear of being stung?

  • brad1-8tsi on 22/12/2020 - 00:05

    AirBnB refund policies are pretty crap at the moment. I avoid using them. Even the rip-off "daily cleaning fee" when nobody cleans until the end of the rental.

  • whooah1979 on 22/12/2020 - 01:15
    +1

    OP, can you do a chargeback?

  • 82norm on 22/12/2020 - 08:50
    +2

    Just don’t use AirBnB.

  • OzHunterNSW on 22/12/2020 - 10:30

    1… I absolutely hate this "Ya'll"… "You all" utter rubbish.
    This is you acting smart as if you are internationally savvy - influenced by neurotic and paranoid US

    • Peck on 22/12/2020 - 11:01
      +1

      Exactly. An Aussie should say "Youse All". In the style of JEFF FENECH, "I Love Youse All"!
      And so I will take this opportunity to wish Youse All a Merry Christmas.

  • Darayus on 22/12/2020 - 12:22
    +3

    Actually ABNB is one of the most rip off portal which makes more more in charges and service fees then real property owner. Air BNB debit your card immediately but does not pay the owner till the property is occupied and got clean report from tenant. They charge property owner for all charges and cleaning fees even though the property is unclean and bedsheet has spots on them.

    I have stop using Air BNB and now going direct to proper rental real estate agencies as many properties are managed by real estate agencies directly and that turns out to be about 20 to 25% cheaper.

    Also support local motels and 3star accomodation as they too are run by mom and dad and we need to support them at the current time.

    I just been to BNB at Hunter Valley near Sydney and they were so friendly and due to current senario they just accepted our booking over email and asked to pay them when we arrive and just one charges without any add ons,

    • jv on 22/12/2020 - 16:17
      -2

      as they too are run by mom and dad

      How many do your parents own?

  • blueyez on 27/12/2020 - 22:12

    You can escalate via Airbnb. Tedious but we managed to get a full refund.

  • CMH on 28/12/2020 - 05:59

    Just before this whole Covid mess blew up, I had a trip overseas booked. There were rumors by then that Covid was something that may become pandemic and travel may be restricted.

    While travel at the time was not restricted and I was still hopeful that I could make the holiday, I refused to book anything that did not have a 100% refund for any reason policy (they usually had a cancel more than a week from your booking, etc, that's fine). Most of these bookings were with AirBnb

    So when the crap hit the fan and everything got shut down, I managed to get 100% refund.

    So if you're crying that they stuck to their policy, you basically put down a punt and lost. It is clear this mess isn't over and will not be over in the near future. Your decision to book was fully informed.

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