Does anyone know how to contact airbnb to resolve a cancellation dispute?
Has anyone had luck in doing this due to the Covid-19 issues of traveling to Switzerland? One of our rentals has a "strict" refund policy. It would seem that the fact that Americans cannot travel to Europe would override this stipulation.
Thank you.
Posted by
Ontario, Canada
4657 posts
You don't say when your booking was made, or when it is for. Here is the AirBnB Covid statement:
https://www.airbnb.ca/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19
It is all encompassing for now, but it may extend it's dates for Americans - or not.
You can email your host to offer to cancel so it is available for others to rebook, but if it is so strict that you are not eligible for any refund, then you may not have a leg to stand on.
I cancelled 5 days in Barcelona during the 2017 voting activity and received a small portion back. Closer to the actual rental date, I went back and saw that they have been able to rebook 3 of the 5 days. AirBnB has the option to request further funds from the host, so I asked for 2 of the 3 days' balance as he was able to rebook, and he complied.
Before doing anything, I strongly recommend you read all the rules and regs from AirBnB so you know what you are eligible for and what you may be stuck with. Make note of any clauses to take advantage of. Then either apply through AirBnB (the company) for clarification in your circumstance, or start a conversation with your host - congenial rather than confrontational.
If the host is a SuperHost, runs it as a business, or has a lot of positive reviews, a little kind conversation may bring better outcomes. Asking too far ahead, may ellicit a 'wait until closer to check in date' reply thinking that you may be allowed to enter Switzerland by then. Or they might appreciate a longer warning time.
If things don't go as well as you hoped, using the feature I mentioned above you can ask again for further refund - particularly if you see it is rebooked.
Posted by
Midwest
2768 posts
I forgot how I did it exactly but when canceling online there’s an option for Airbnb’s (NOT your host, the Airbnb company) “extenuating circumstances” policy. I provided a link to the official government policy not allowing Americans to travel to Portugal. Airbnb reviewed it and approved it within a day. Full refund on 4 reservations, 3 with strict no-refund policies.
It’s what you’d use if you had an emergency, death in the family, that kind of thing. It also applies to legal restrictions. Like if, say, your country is banned from travel to another country. If you are American going to much of the EU it should apply, but not if you are from/going to a country where you are technically allowed. https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoidable-circumstance
It’s kind of hidden but mess around on the cancellation page before officially canceling and it should be there. I did this in late May, I suppose they could have changed it by now, but I haven’t heard anything.
Posted by
Tampa
224 posts
Hello,
I just dealt with this issue. Reach out to the host first and explain obviously that the US is banned and will be for some time. I was able to get a full refund after I talked to the host. Right now to get a COVID refund you must have made the reservation prior to March 31st and I think they moved the travel dates up into August.
Our trip was in Sept but they canceled and refunded!
Posted by
Ontario, Canada
4657 posts
Patricia, today Andrea posted her success cancelling 3 strict cancellation bookings via Airbnb's Covid option. No hassles. Give it a read. https://community.ricksteves.com/travel-forum/general-europe/success-with-airbnb-refunds