AirbnbReviews 2,101

Can't get a refund even though Europe was closed

We had an apartment rented in Paris April 15, 16, 17 2020 and canceled our reservations due to the fact the airlines had discontinued service into Italy. The apartment owner refused to refund our $1100 deposit and Airbnb also refused to refund the money. They said that due to the fact I canceled the reservation on March 10 and not on March 15 or later that I know longer was under their policy of a full refund. Suddenly the cancelation date determined if we were to receive a refund and not the actual dates of our reservation. In fact the actual dates of our reservation were during the time the entire continent including France was closed to tourists due the pandemic. I have nothing good to say about the property owners or Airbnb. Avoid doing business with either one. The B&B is Appartement romantique à Paris au cœur du Marais historique.

While on recent travel, I was blocked from navigating the website to tend to business details unless I donated to Black Lives Matter or postponed site usage. What idiots and near sightedness. Further, the service fees on rentals that I considered and/or used was so excessive that the business owners are adversely affected and so was I when I decided to accept them. The AirBnB fees change the advertised rate so much, that the final cost can be almost unrecognizable.

If I could give no stars I would this is the $#*!tyest place they clame to care about everyone but when you dont inform a guest about a shooting from down the road literally not even a quarter mile away because you dont want to startle anyone or anything and you get your family that consists of a 4 year old child to safety thinking you'll be back in time and you pass out at 12 because you have a life too and you miss the check in so you cancel even though you have never canceled before you still owe a hundred dollars... and the people dont show up to your house untill 1 even though check in was 1145... but whatever guess I'll have to lower the price again and when people ask I have to tell them... also people who inquire about your house dont $#*!en read like what the actual $#*! its bull$#*! that the answer to the question they inquire about is in the posting... or sometimes they book and then see its shared so they just dont show up. Oh back to the hundred dollars... I have to host for free untill its payed off and they lowered the price for every booking so it takes longer... and another thing if someone doesent read and they just dont like if you have animals even if it's in your posting that you have them they can lie on your reviews and there is nothing you can do if they break house rules so pritty much it feels as though if something were to happen the host is always at fault whitch is bull$#*!

The most SUSPICIOUS business practices. Stole $200 from me and refuse to give it back. Cannot get a manager on the phone. Was told a manager will call back in 24 hours and then I get a text message from a "Help Bot" telling me my case was closed out and the decision was final. I respond to that and NOTHING back. I have called numerous times. We fit into the Extenuating circumstances for Covid. We called to get our refund and they told us that they will not give any refunds because of covid, but that they also cannot give us a refund for any reasons outside of covid either. NO REFUNDS right now. Not just for me - but to anyone. I told them I knew other people had refunds. Nope. Total denial. I dont understand.

Host, Cheryl st. Pe' (Destin) told me there was a travel ban that may soon be lifted upon me making a reservation and said I could cancel, which I did. Then she denied my cancellation and when I inquired with her, she said that she had nothing to do with it up to Airbnb to authorize cancellation and refund. THIS WAS A LIE! Upon me sending a screenshot where it clearly said, "Your host declined to give you a full refund." I contacted the host again and she told me, " I am perfectly willing to give you a full refund if I had the power to do so but I cannot cancel your reservation on my end." Another lie! She never even sent me the information to obtain access to the house nor did I inquire. She told Airbnb that she would not refund. Airbnb could view every message and see that she said she would refund but she didn't have the ability to do so. All they did was reach out to the host and even though our messages were clear and evident, her refusal to refund was the final decision. Integrity and business practices have a lot to be desired by this host, Cheryl St. Pe' (Destin) and Airbnb.

Horrific customer service, I cancelled my Airbnb booking for July 2nd many weeks ago (2 days outside of their cancellation policy for refund) Property owner happy re-rented his home and Airbnb got a second booking fee for the same time period. They are refusing to refund my $600 booking fee despite that for the last week COVID-19 cases have been on the sharp increase in the state we were planning to vacation in. How can they be profiting on other peoples misfortunes during a pandemic, they are a disgrace.

Due to the Covid 19 pandemic, we had to cancel our reservation in Hawaii. Even though we fell within the parameters to receive a refund, were were given a "final decision" that we would only receive a travel credit. We contacted airbnb management Aisling Hassell and Greg Greely who are incompetent managers and would not even respond to emails. We dealt with a surly, condescending, inept customer service rep name Surya. Stay away from Airbnb. Their business is shockingly dishonest, misleading, and shady at the highest levels.

My family consists of my wife and my two children who are 2 and 4. I live in Maryland and booked with a host for a week vacation in Lewis DE next to Rehoboth Beach. Due to the COVID-19 restrictions I recently cancelled my trip scheduled for the week of July 4th and requested a refund which I received that same day from the host HOWEVER, the refund was short $526 which is what Airbnb charges for their service. After filing the appropriate grievance for the refund, I was told by a supervisor that due to canceling my trip outside their policy refund period of June 30, I cannot receive any refund. When I asked if restrictions force Airbnb to extend their policy into July, would I still be eligible for any refund and they said NO. I cancelled this trip in the first place so I could avoid any complications of gambling my family's health with a reservation that explicitly told me I should not have canceled so soon and instead pay my remaining balance to the host in hope that restrictions will be lifted by July 4th when they have already announced that as of today, anyone entering the state of Delaware will be sighted with out of state tags if not quarantined for 14 days before leaving. In addition, all 4th of July activities has been canceled. Why would I want to take my family on a vacation to a place where all activities have been canceled with restrictions in place? I continued to ask Airbnb management if they could refund half or offer any incentive to continue to conduct business with them in the future and they replied that their understanding of the situation was quoted to be "FAIR". Airbnb should be embarrassed of their moral standing when other businesses are forgiving and extending payments to those who are putting the customer first. We will never use their service again and will let everyone know utilizing every means of communication that their fairness is in the best interest to collect $526 from a family with 2 small children during a pandemic struggling to secure money in the name of safety.

I booked a stay at The Lake House 5 mins from Chickamauga Lake Hosted by Starlena Cain in January 2020. My check in date is in June 2020. I had two people in my family to test positive for COVID 19 so I contacted them to inform that I did not feel comfortable traveling with family as I have a 4 month old child and also none of us were working. I was given a 1/2 refund. They profited almost $500.00 off my cancellation and this pandemic. I was told I could get a refund only if my dates was booked. Airbnb has an extenuating circumstances but my proof even after emailing them the positive results I did not qualify for a full refund. I think it is wrong to benefit off of this pandemic when people are scared to travel. I understand cancellation policies and it is a business but I am sure this is not their main source of income renting a home but either way I feel it is wrong to profit off of this and people are losing their lives and are scared to travel. I have contacted Airbnb but they stand behind the host not refunding me fully even though they have grants available to offset money they may miss out on due to the COVID 19.