Post by High Priestess on Apr 23, 2016 2:15:34 GMT
Peter shared April 22 2016
Experience getting a refund with Airbnb strict policy?
I came across this post in TripAdvisor:
"I have booked an apartment in Rio with AirBnb under a strict cancellation policy since it was extremely difficult to find a place without a strict cancellation but my plan has changed and I have to cancel. I gave the courtesy of 4 months in advance notice to the host which is a lot of time for the host to find a replacement. However, the host is not willing to negotiate and plans on keeping the 50% of my payment which is $1,200. The amount is outrageous. I am willing to pay for the penalty fee at a reasonable amount but this is too much. I contacted AirBnb for help but the agent said nothing could be done, he said he could try contacting the host but it’s up to the host whether or not he wants to give me a refund, even though AirBnb is still holding my money. I find this very unfair when I cancel 4 months before the arrival date. How could AirBnb run their business like this? It gives all the benefits to the hosts and the travelers have no say. Anyone has any experience getting a refund with Airbnb strict cancellation policy?"
How would you respond? As a Host, I can understand the decision to strictly enforce the Strict Refund Policy (why set it at Strict otherwise?) On the other hand, I do sympathize with this Guest and his argument that 4 months' advance notice should be plenty of time for the Host to find a replacement booking. Unless there is a good reason, the Host's refusal to fully refund smacks of opportunism to me. If I were the Host, I would have refunded.
BTW, did you know that apart from Flexible, Moderate and Strict, Airbnb now allows Super Strict 30 days and Super Strict 60 days Policies as well?
5 comments
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Keith
Keith7 hours ago
I used to only operate under strict but I would always tell people that I'd refund their money in full if I found a replacement for their listing. This didn't happen often.
I also rarely get people booking that far in advance. Now, with automated pricing, I might take a different approach.. if someone books at a low rate, I'm inclined to let them out of the deal and might get a more lucrative booking. But the reverse is also true.
The reality is... guests book under the rules that are in effect at the time and they have a choice whether or not to make the booking.. This person could have taken a risk and waited to book then they'd be complaining that the few remaning places were too expensive.
I think in this case the hosts should have gone with the "if it gets re-booked I'll give you a refund" as it's very likely they'll get rebooked.
There have been cases where guests have cancelled under the strict policy, never requested a refund and those nights were booked again.
I think as a matter of policy for hosts, it's better not to give in only because if a few hosts give in on the stated policy this gives guests the impression they can ignore other hosts policy choices and just browbeat them into submission when they want which makes these policies pointless.
I'm glad AirBnB supports the hosts in this case and I believe they do so for this reason.
Reply Like
Cecilia (Gina)
Cecilia (Gina)6 hours ago
I do exactly what Keith does. I do a total refund if I can find a replacement. But I also have authorized a total refund when I have a ongoing returning guest even if it is a last minute cancellation. These returning guests I know and trust who are not just trying to get out of a commitment. For those new guests that I haven't befriended, I tell them if they re-book with me at another date, I will give them a decent discount to make up most of the loss and most guests will say they will rebook at another time . But so far, those unknown guests have just given me lip service, meaning they never tried to re-book with me again.
Peter
Given that this Guest's booking was for Rio in August, it's almost a certainty that (a) it's for the Olympic Games and (b) the Host will have Zero problem finding a replacement booking. In fact, I'd wager the Guest did the Host a favor by cancelling thereby allowing the Host to find a higher paying Guest, since the closer you get to an event like the Olympic Games, the scarcer available housing becomes, and the higher the rates.
Peter
Given that this Guest's booking was for Rio in August, it's almost a certainty that (a) it's for the Olympic Games and (b) the Host will have Zero problem finding a replacement booking. In fact, I'd wager the Guest did the Host a favor by cancelling thereby allowing the Host to find a higher paying Guest, since the closer you get to an event like the Olympic Games, the scarcer available housing becomes, and the higher the rates.
Deborah
I have a variety of thoughts on this. One thought is, that if the host selects "Strict" cancellation policy, there may well be a reason for it, which a guest doesn't necessarily know and is not for them to presume. If guest books under strict policy, they should expect to be held to the contract they agreed to. They have the freedom at the time of booking to select a listing with a more flexible cancellation policy if they need it. They also have the option to purchase travel insurance if they need it to help mitigate against losses if they have to cancel their trip. THough it might seem "opportunistic" for a host to not refund the guest, one can't know from outside just what factors are involved in any given cancellation situation,
I typically will do as Keith and many other hosts do, which is , that if a guest asks for more refund than they are entitled to under the cancellation policy, I am likely to offer them a refund in proportion to the dates I am able to rebook. But not a FULL refund. I charge an administrative fee, which compensates me for the time spent in having to deal both with their cancellation and with one or more rebookings.
I do not offer a refund in every case. If a guest has been annoying to me in some way, if for any reason I don't feel inclined to refund them, I may not do so. This disinclination to refund them also may not have to do with that particular guest, but might have to do with a previous guest cancellation and how that was (mis)handled in my estimation by AIrbnb.
For instance I recently had a guest who told me he wanted to cancel his reservation because he wanted to stay with a friend instead. When he realized, I guess, that this would not entitle him to a full refund, he claimed to AIrbnb that he couldn't stay in my room due to "allergies". Because he gave a health reason for not being able to stay in my room, even though it was not the real reason, and even though it was very flimsy, Airbnb gave him a full refund , though according to my strict cancellation policy he was only entitled to a 50% refund. Hence, I feel that this income was "stolen" from me in a sense by a combination of the guest's fabrication/exaggeration, and Airbnb's refusal to consider my side of the story (in making their decision on this case, they never consulted with me at all, simply believed everything the guest said). Consequently, I will be less generous in the next guest cancellation situation that passes by way, and I feel inclined to hold back a refund for the next guest, to compensate myself for the "theft" of sorts I experienced in this previous cancellation situation.
It may not seem fair to "take it out" on a subsequent guest for a problem I had with a previous guest, but since refunding over and above the cancellation policy is always optional for the host, I think it's important for Airbnb to keep hosts in a good mood. We are more generous when we are treated fairly.
Garland
A bit of a hijack, but I feel inclined to ask: was the conversation that the guest wanted to stay with a friend made on the Airbnb message platform? I try to keep all my conversations on Airbnb message, that way when an Airbnb rep can better review the situation and make an appropriate judgment.
Deborah
No, unfortunately it wasn't. I suppose if I had thinking in advance enough, I could have sent him a message saying something to the effect, "Today I recall you said that you wanted to cancel because you wanted to stay with your friend...." Just to get my evidence in. But I wasn't thinking about protecting myself at that point. I guess in the future I will have to think that way more.
Cecilia (Gina)
Deborah...sorry that this guest gypped you out of some income. He is dishonest and I hope when you reviewed him, you mentioned his unethical behavior in both your public review and also in the private section which goes exclusively to AIRBNB.
Deborah
Hi Cecilia -- unfortunately I didn't get a chance to review him because he cancelled the whole reservation. He actually booked 2 stays at my house -- the first stay went well, but then he cancelled the 2nd stay because he found a place to stay with a friend -- but claimed to ABB that it was due to an allergy. Well, I do have to give him credit that he was a fairly sickly person -- as well. So it's possible that he both wanted to stay with his friend AND had an allergy come up. But since anyone at all can claim that they are "allergic" to something in a hosts' home, my view on it is that Airbnb shouldn't issue full refunds over "allergies." After all, what would happen if a host happened to be allergic to their guest? Would Airbnb waive the cancellation penalty for the host? Out of concern for hosts' health? My opinion is that people with delicate health and vague allergies should not use AIrbnb as staying in other's homes is too unpredictable. Stick with traditional hotels which have predictable cookie cutter environments.
Experience getting a refund with Airbnb strict policy?
I came across this post in TripAdvisor:
"I have booked an apartment in Rio with AirBnb under a strict cancellation policy since it was extremely difficult to find a place without a strict cancellation but my plan has changed and I have to cancel. I gave the courtesy of 4 months in advance notice to the host which is a lot of time for the host to find a replacement. However, the host is not willing to negotiate and plans on keeping the 50% of my payment which is $1,200. The amount is outrageous. I am willing to pay for the penalty fee at a reasonable amount but this is too much. I contacted AirBnb for help but the agent said nothing could be done, he said he could try contacting the host but it’s up to the host whether or not he wants to give me a refund, even though AirBnb is still holding my money. I find this very unfair when I cancel 4 months before the arrival date. How could AirBnb run their business like this? It gives all the benefits to the hosts and the travelers have no say. Anyone has any experience getting a refund with Airbnb strict cancellation policy?"
How would you respond? As a Host, I can understand the decision to strictly enforce the Strict Refund Policy (why set it at Strict otherwise?) On the other hand, I do sympathize with this Guest and his argument that 4 months' advance notice should be plenty of time for the Host to find a replacement booking. Unless there is a good reason, the Host's refusal to fully refund smacks of opportunism to me. If I were the Host, I would have refunded.
BTW, did you know that apart from Flexible, Moderate and Strict, Airbnb now allows Super Strict 30 days and Super Strict 60 days Policies as well?
5 comments
Following
Like
Keith
Keith7 hours ago
I used to only operate under strict but I would always tell people that I'd refund their money in full if I found a replacement for their listing. This didn't happen often.
I also rarely get people booking that far in advance. Now, with automated pricing, I might take a different approach.. if someone books at a low rate, I'm inclined to let them out of the deal and might get a more lucrative booking. But the reverse is also true.
The reality is... guests book under the rules that are in effect at the time and they have a choice whether or not to make the booking.. This person could have taken a risk and waited to book then they'd be complaining that the few remaning places were too expensive.
I think in this case the hosts should have gone with the "if it gets re-booked I'll give you a refund" as it's very likely they'll get rebooked.
There have been cases where guests have cancelled under the strict policy, never requested a refund and those nights were booked again.
I think as a matter of policy for hosts, it's better not to give in only because if a few hosts give in on the stated policy this gives guests the impression they can ignore other hosts policy choices and just browbeat them into submission when they want which makes these policies pointless.
I'm glad AirBnB supports the hosts in this case and I believe they do so for this reason.
Reply Like
Cecilia (Gina)
Cecilia (Gina)6 hours ago
I do exactly what Keith does. I do a total refund if I can find a replacement. But I also have authorized a total refund when I have a ongoing returning guest even if it is a last minute cancellation. These returning guests I know and trust who are not just trying to get out of a commitment. For those new guests that I haven't befriended, I tell them if they re-book with me at another date, I will give them a decent discount to make up most of the loss and most guests will say they will rebook at another time . But so far, those unknown guests have just given me lip service, meaning they never tried to re-book with me again.
Peter
Given that this Guest's booking was for Rio in August, it's almost a certainty that (a) it's for the Olympic Games and (b) the Host will have Zero problem finding a replacement booking. In fact, I'd wager the Guest did the Host a favor by cancelling thereby allowing the Host to find a higher paying Guest, since the closer you get to an event like the Olympic Games, the scarcer available housing becomes, and the higher the rates.
Peter
Given that this Guest's booking was for Rio in August, it's almost a certainty that (a) it's for the Olympic Games and (b) the Host will have Zero problem finding a replacement booking. In fact, I'd wager the Guest did the Host a favor by cancelling thereby allowing the Host to find a higher paying Guest, since the closer you get to an event like the Olympic Games, the scarcer available housing becomes, and the higher the rates.
Deborah
I have a variety of thoughts on this. One thought is, that if the host selects "Strict" cancellation policy, there may well be a reason for it, which a guest doesn't necessarily know and is not for them to presume. If guest books under strict policy, they should expect to be held to the contract they agreed to. They have the freedom at the time of booking to select a listing with a more flexible cancellation policy if they need it. They also have the option to purchase travel insurance if they need it to help mitigate against losses if they have to cancel their trip. THough it might seem "opportunistic" for a host to not refund the guest, one can't know from outside just what factors are involved in any given cancellation situation,
I typically will do as Keith and many other hosts do, which is , that if a guest asks for more refund than they are entitled to under the cancellation policy, I am likely to offer them a refund in proportion to the dates I am able to rebook. But not a FULL refund. I charge an administrative fee, which compensates me for the time spent in having to deal both with their cancellation and with one or more rebookings.
I do not offer a refund in every case. If a guest has been annoying to me in some way, if for any reason I don't feel inclined to refund them, I may not do so. This disinclination to refund them also may not have to do with that particular guest, but might have to do with a previous guest cancellation and how that was (mis)handled in my estimation by AIrbnb.
For instance I recently had a guest who told me he wanted to cancel his reservation because he wanted to stay with a friend instead. When he realized, I guess, that this would not entitle him to a full refund, he claimed to AIrbnb that he couldn't stay in my room due to "allergies". Because he gave a health reason for not being able to stay in my room, even though it was not the real reason, and even though it was very flimsy, Airbnb gave him a full refund , though according to my strict cancellation policy he was only entitled to a 50% refund. Hence, I feel that this income was "stolen" from me in a sense by a combination of the guest's fabrication/exaggeration, and Airbnb's refusal to consider my side of the story (in making their decision on this case, they never consulted with me at all, simply believed everything the guest said). Consequently, I will be less generous in the next guest cancellation situation that passes by way, and I feel inclined to hold back a refund for the next guest, to compensate myself for the "theft" of sorts I experienced in this previous cancellation situation.
It may not seem fair to "take it out" on a subsequent guest for a problem I had with a previous guest, but since refunding over and above the cancellation policy is always optional for the host, I think it's important for Airbnb to keep hosts in a good mood. We are more generous when we are treated fairly.
Garland
A bit of a hijack, but I feel inclined to ask: was the conversation that the guest wanted to stay with a friend made on the Airbnb message platform? I try to keep all my conversations on Airbnb message, that way when an Airbnb rep can better review the situation and make an appropriate judgment.
Deborah
No, unfortunately it wasn't. I suppose if I had thinking in advance enough, I could have sent him a message saying something to the effect, "Today I recall you said that you wanted to cancel because you wanted to stay with your friend...." Just to get my evidence in. But I wasn't thinking about protecting myself at that point. I guess in the future I will have to think that way more.
Cecilia (Gina)
Deborah...sorry that this guest gypped you out of some income. He is dishonest and I hope when you reviewed him, you mentioned his unethical behavior in both your public review and also in the private section which goes exclusively to AIRBNB.
Deborah
Hi Cecilia -- unfortunately I didn't get a chance to review him because he cancelled the whole reservation. He actually booked 2 stays at my house -- the first stay went well, but then he cancelled the 2nd stay because he found a place to stay with a friend -- but claimed to ABB that it was due to an allergy. Well, I do have to give him credit that he was a fairly sickly person -- as well. So it's possible that he both wanted to stay with his friend AND had an allergy come up. But since anyone at all can claim that they are "allergic" to something in a hosts' home, my view on it is that Airbnb shouldn't issue full refunds over "allergies." After all, what would happen if a host happened to be allergic to their guest? Would Airbnb waive the cancellation penalty for the host? Out of concern for hosts' health? My opinion is that people with delicate health and vague allergies should not use AIrbnb as staying in other's homes is too unpredictable. Stick with traditional hotels which have predictable cookie cutter environments.