Airbnb Cancellation - Melbourne Metro Lockdown

Typical16-bitEnjoyer on 08/07/2020 - 11:43
Last edited 08/07/2020 - 16:56

Anyone else dealt/dealing with AirBNB due to the announcements yesterday? A family member booked accommodation in the middle of nowhere Victoria in 3 weeks time last week and now cannot attend due to the Melbourne Metro Lockdown.

Both host and AirBNB say the host's cancellation policy stands. Cancellations after 48 hours of booking are 50% refund. That's it.

I've actually never used them so they're foreign to me. AirBNB haven't updated their cancellation policy since last week.

I'm of the mind to just tell them to do a chargeback but keen to hear of any better methods? It's a new account so they don't care if the account gets smited by AirBNB.

Update: Full refund issued.

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Comments

  • jjjaar on 08/07/2020 - 11:45
    +12

    Ask the host if they’d prefer they just rock up instead? Tell them they’re from a locked down postcode too and are awaiting their test results. They might change their mind a bit quicker.

    But seriously, I would definitely attempt the chargeback option.

    • Typical16-bitEnjoyer on 08/07/2020 - 11:54
      +1

      They've tried to negotiate but the host just copy and pastes the reply "Sorry, AirBNB policy states….50% refund".

      I'm leaning towards chargeback.

      • Agarwal on 08/07/2020 - 12:07
        +3

        Not sure a chargeback will work though if their T & C were displayed when it was booked unfortunately.

      • oscargamer on 08/07/2020 - 12:07
        +4

        What was the cancellation policy in place at the time the booking was made?

        If it's the one on their webpage, you're stuffed.

  • GG57 on 08/07/2020 - 11:51
    +7

    It is an unfortunate situation for all involved.
    To be fair though, the AirBnB host is only complying with the T&Cs that appear to have been consistent at the time of booking and now.
    To book any service just now is a risk.

    • Typical16-bitEnjoyer on 08/07/2020 - 11:56
      -1

      But AirBNB retrospectively changed their T&Cs only a few months ago from what I've read.

      Without going into the legal jargon I can't see how AirBNB have any leg to stand on here. Guests physically cannot travel to accommodation.

      • Hybroid on 08/07/2020 - 11:59
        +7

        Guests physically cannot travel to accommodation.

        That's really not Airbnbs fault though? I do get the frustration and it's unfortunate.

        • Typical16-bitEnjoyer on 08/07/2020 - 12:06
          -1

          Legally it's a frustrated contract.

          • Hybroid on 08/07/2020 - 12:12
            +4

            @Typical16-bitEnjoyer: Is it? What breach has occured or conditions of agreed contract have changed?

            • Typical16-bitEnjoyer on 08/07/2020 - 12:17

              @Hybroid: The contract is now incapable of being performed due to events outside a party's control.

              • oscargamer on 08/07/2020 - 12:28
                +10

                @Typical16-bitEnjoyer: And that event was predicted and excluded in the published T's and C's that were in place at the time the contract was entered into.

                Your relative took a risk and it didn't pay off.

                • Typical16-bitEnjoyer on 08/07/2020 - 12:34
                  -4

                  @oscargamer:

                  And that event was predicted and excluded in the published T's and C's

                  Is it?

                  Please cite the specific paragraph in the T&Cs.

                  • lolz112 on 08/07/2020 - 14:04
                    +20

                    @Typical16-bitEnjoyer: Have you read your own T&Cs that you linked? I don't get why you went through all that effort to post this thread and not read the thing you linked. It's pretty black and white.

                    Reservations made after 14 March 2020
                    Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.

                  • oscargamer on 08/07/2020 - 14:56
                    +5

                    @Typical16-bitEnjoyer: What lolz112 quoted……did you read it? Lack of reading seems to be a consistent failing…. :)

          • Hessian Sack on 08/07/2020 - 14:04

            @Typical16-bitEnjoyer: If you are correct and it is a frustrated contract, then that does not necessarily mean that the remedy would be a full refund

      • thatonethere on 08/07/2020 - 12:52
        +4

        hi - yeah they changed them

        https://www.airbnb.com.au/help/article/2701/extenuating-circ…

        But only for bookings made before 14th of March - now they say COVID19 is a known issue and too bad normal cancellation applies.

        • Krankite on 08/07/2020 - 13:03
          +4

          Interesting, Guess I'm not using AirBnb for a while

  • oscargamer on 08/07/2020 - 12:06

    Just claim on your travel insurance.

    You have got travel insurance haven't you?

    ;)

    • jjjaar on 08/07/2020 - 12:07
      +11

      Travel insurance rarely covers pandemics, especially given the pandemic became a thing 6 months ago, so this point is moot.

      • oscargamer on 08/07/2020 - 12:07
        +1

        Fair comment

      • Antikythera on 09/07/2020 - 20:38

        you can buy insurance for anything. it just costs more to cover pandemics. and people are cheapskates.

      • Resin on 10/07/2020 - 01:31

        Can confirm this is true having previously been a claims assessor for 10+ travel insurance products, none of which offered coverage for pandemics or forseeable events.

    • EightImmortals on 08/07/2020 - 13:45

      Maybe not. I noticed TID has ceased operation for the duration of the virus panic. Maybe other companies have too?

      • Resin on 10/07/2020 - 01:41

        FYI TID is owned by NIB, which also means the following do not offer aus travel insurance:
        -NIB
        -suresave
        -WorldNomads
        -Australian Seniors
        -COTA

        Basically, RIP holidays

        • gromit on 10/07/2020 - 11:02
          +1

          Just make sure you book your travel with places that offer refunds in case of cancellation. Plenty of hotels and resorts are offering 100% refunds in case of cancellation. booked my holidays for end of july and also september, bother offer 100% money back.

    • 87percent on 08/07/2020 - 15:35
      +4

      And who gets travel insurance if you’re staying local?

      • GG57 on 08/07/2020 - 15:41

        The same people that read the T&Cs?

      • Adz81 on 08/07/2020 - 15:46

        If I'm hiring a car, absolutely.

        • smpantsonfire on 10/07/2020 - 10:53

          Would you be hiring a car if you were local though?

          • GG57 on 10/07/2020 - 11:10

            @smpantsonfire: Not everyone has a car, or a car that suits the intended purpose.

  • try2bhelpful on 08/07/2020 - 12:08
    +2

    Have you tried moving the booking to later rather than just cancelling? You might get more luck.

    • Typical16-bitEnjoyer on 08/07/2020 - 12:12
      +1

      I'll get them to try to see if this is an option. But like I said, host isn't responding other than the same sentence copy pasted over and over.

      • oscargamer on 08/07/2020 - 12:16
        +9

        Presumably because your relative keeps asking the same question, over and over.

  • pao2x on 08/07/2020 - 12:22

    Wrong post

  • ausdday on 08/07/2020 - 12:33

    If you can't get a refund, perhaps you can give that to a someone you hate, and call the cops. Owner aren't supposed to have guests.

    Or just give it to the homeless people, and still call the cops.

    If it's not a no pet accommodation, just rent that place out as pet hotel.

  • hyouden on 08/07/2020 - 12:44
    +12

    This was on the site that you linked (Updated 1 July 2020):

    Reservations made after 14 March 2020
    Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.

    Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the host's cancellation policy when booking and consider choosing an option that provides flexibility.

    This won't help with getting money back but pretty clear.

  • Bjingo on 08/07/2020 - 12:48

    In the link you provided it answers your question.

    "Reservations made after 14 March 2020

    Reservations for stays and Airbnb Experiences made after 14 March 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual."

    So it seems as of currently unless your relative gets Covid-19 they are only entitled to the 50% refund.

  • tsunamisurfer on 08/07/2020 - 12:48
    +1

    This is a difficult situation for all.

    No party has done wrong.

    In these circumstances we typically seek some goodwill from the provider AirBnB, and failing that they lean heavily on the T and Cs.

    • netjock on 08/07/2020 - 12:54
      +1

      In these circumstances we typically seek some goodwill from the provider AirBnB, and failing that they lean heavily on the T and Cs.

      AirBnb spent all the money on marketing and investment bankers. Probably broke.

  • brokenglish on 08/07/2020 - 12:57
    +2

    Thanks for helping spread the virus.

  • Seraphin7 on 08/07/2020 - 12:57

    This is exactly the response I would expect from AirBNB.

  • Hardlyworkin on 08/07/2020 - 13:43

    If they cancel now then the host has a (small) chance of finding someone else to stay at which point do they get to keep the extra 50%?

    Maybe there is something you can do to make them cancel the reservation rather than you cancelling it.

    • GG57 on 08/07/2020 - 13:45

      Why not?
      It is the T&Cs, and as you point out that chance is small.

    • Antikythera on 09/07/2020 - 20:42

      ring them up with a pretend accent and ask to book the place for the same dates and say you are willing to pay 20% over normal price if they say it is already booked.

  • GG57 on 08/07/2020 - 13:47

    So many people dumping on AirBnB in these comments. What if we replaced that with 'Sheraton' or similar, would you expect the same or a different outcome (in that the T&Cs would apply)?

  • [Deactivated] on 08/07/2020 - 15:03
    +3

    I have had a couple of AirBnbs cancelled during Covid and AirBnb have actually been very good about it. Their T&C have been pretty clear recently so if your relative booked last week knowing the pandemic was not over then that is the risk they took. Not really AirBnbs fault.

    Since AirBnb would be able to provide the T&C your relative agreed to when booking which others have already pointed out excluded Covid restrictions then I would assume a chargeback would fail.

    • zambuck on 09/07/2020 - 09:32
      +2

      Obviously OP has managed to negotiate a reasonable outcome, which is great, however a lot of people have commented about T&Cs being the last word on what's "legal", whereas I believe Australian Consumer Law sits above contracts with consumers.

      We know that warranty periods or restrictions clearly documented by manufacturers or retailers are routinely extended under ACL. This case study seems related to these circumstances and indicated the full refund to be appropriate under ACL. "Reasonable costs" to the host for a cancelled booking that's three weeks away are surely zero.

  • capslock on 08/07/2020 - 15:27
    +1

    There is still time for the guest to leave Melbourne Metro today, hang around regional Victoria for three weeks and then check in to the Airbnb.

  • Typical16-bitEnjoyer on 08/07/2020 - 16:56
    +3

    I jumped on their account and had a chat with the host.

    Full refund issued.

    Thanks all.

    • try2bhelpful on 08/07/2020 - 19:41
      +6

      I hope you were gracious and would consider booking with them later.

      • Typical16-bitEnjoyer on 22/07/2020 - 10:17

        She absolutely will be. Once she can travel to it of course.

    • oscargamer on 08/07/2020 - 21:48

      Sure. Ok.

    • kiitos on 09/07/2020 - 14:55

      Did you have to convince them to do it or were they unaware of the situation?

      • Typical16-bitEnjoyer on 09/07/2020 - 18:47

        Convince them. But they conceded the point that it was physically impossible to travel to the property.

  • Tiller76 on 09/07/2020 - 10:25
    +7

    I know the issue is resolved, but I wonder what would have happened if it was the other way round. Let's say the AirBnB host was in a location that was locked down and was not allowed to have anyone come due to this. That would mean a cancellation would be required. Would they then argue that they only have to refund half the booking?

    To me it seems common sense prevailed in the end so that is good. Just not sure why it was so hard?

  • bbinc on 10/07/2020 - 06:23
    +1

    DHHS website says accomodation providers MUST provide refund, and links to Business Victoria. There is a govt support program that provides the accomodation with $225 per night of lost bookings.
    All the above no longer applies.
    It’s called Tourism Accomodation Support Program. https://www.business.vic.gov.au/support-for-your-business/gr…

    I realise OP has been refunded, but this schema applies to anyone, and the Air bnb host doesn’t need to lose out.
    And Airbnb should know that and advise accordingly, not persist with a crappy policy that is not necessary.

  • A Driver on 10/07/2020 - 09:21
    +1

    There are plenty of Airbnb’s who’ve got more generous cancellation policies… I booked a place a few weeks ago and made sure I only booked one that I could cancel w full refund just in case.

    • Typical16-bitEnjoyer on 22/07/2020 - 10:17

      Thanks, yeah I've pointed this out to her for future bookings.

      • A Driver on 22/07/2020 - 20:35
        +1

        Like most people, pre-covid I really didn't think much about cancellation policies of my bookings but it's a different world now!

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