VIC Lockdown and Airbnb Host Refuses to Refund

kiLbiL on 18/02/2021 - 09:18

Hi all,

I had made a booking for an Airbnb stay for the valentine's Day. But sadly due to sudden stage4 lockdowns I couldn't make it.

When I called the host Saturday morning her husband picked up the phone and said that they are happy with me either moving dates or giving a cash refund. Then contacted Airbnb and they said if the host agrees, they can process the refund. Somehow now host refuses a refund and insists that I move dates.

I tried to contact the host over 10 times on mobile but never ever bothered to answer my phone nor return it. It seems Airbnb refund policy has no sympathy towards the guest in this situation.
I'm not in a position to make a rebooking so what should I do?

Thanks all.

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Comments

  • GG57 on 18/02/2021 - 09:21
    +16

    If you really, really, really cannot re-book it to a future date, you will have to cop the loss.

    • Topdog on 18/02/2021 - 10:45

      Correct, Terms and Conditions before you click make booking. People really need to read these sometimes. I mean not all the time cause we would spend our life reading them. But for things like airbnb, T and C should always be read.

      • [Deactivated] on 18/02/2021 - 13:21
        -2

        No contract was written with a lockdown remotely foreseeable. The contract is frustrated.

        I am not a lawyer. I do encourage anyone reading to do more research on the topic.

        • farknos on 19/02/2021 - 08:30
          -2

          its sictoria, how could you not expect another lock down, if you book anything anywhere in covid times you need to be aware of T & C's, especiallly in sictoria

  • Unorthodox on 18/02/2021 - 09:23
    +6

    Why didn't you reach out on Friday when the announcement was made? That was you'd potentially have given sufficient notice as a courtesy and also had it on record.

    Better to have the offer of a refund made via the messaging on the app vs a call where it can be disputed.

  • SF3 on 18/02/2021 - 09:23
    -4

    I had made a booking for an Airbnb stay for the valentine's Day

    I hope you had ;) that day and not let this booking spoil the day.

  • Mechz on 18/02/2021 - 09:37
    +8

    This is probably a good example of the climate where you book stuff the day of, rather than in advance.

    • SlickMick on 19/02/2021 - 10:15

      I thought the same thing, but there are so many people planning ahead for when they think restrictions might be lifted, plus covid restrictions reducing the numbers permitted at some venues, it's eaither book in advance or miss out.

      eg I didn't want to book a hotel for easter, but have had to jump on it or were going to miss out.

      • GG57 on 19/02/2021 - 11:14

        "…planning ahead for when they think restrictions might be lifted…"

        That is the problem just there.

        • SlickMick on 19/02/2021 - 17:23

          no doubt about the problem, finding a solution is the hard part

  • meowsers on 18/02/2021 - 09:45
    -1

    Just do a chargeback. Problem solved.

    • Topdog on 18/02/2021 - 10:48
      +3

      will then get banned from app, Yes good idea if they never plan to use the app again, But not so if they wish to use in the future.

      • meowsers on 18/02/2021 - 14:18
        -1

        They generally send a warning. IF you get banned, just create a new email / account, ID only has to be verified when hosting.

    • kiLbiL on 18/02/2021 - 11:29
      +1

      Have you done that before? Coz isn't the chargeback when you believe you were charged an incorrect amount or you believe it wasn't made by you?

      • Kenb0 on 18/02/2021 - 12:08
        +2

        You can also make a chargeback when services/products not received as expected. I had to initiate a chargeback for my virgin flights last year when COVID hit and they cancelled my flights

        • kiLbiL on 18/02/2021 - 12:47
          +1

          Good to know that. Thanks mate

        • SlickMick on 19/02/2021 - 10:19

          You did well. With Jetstar I have a time-limited voucher, and I'll bet I won't be able to fly as far as the sale I originally purchased.
          The voucher will probably end up worthless, or I'll have to spend more to bump it up.

    • Seraphin7 on 18/02/2021 - 11:33
      +4

      Until Airbnb dispute the chargeback by referencing relevant Ts & Cs and then where are you?

      • meowsers on 18/02/2021 - 12:31

        This is where having Amex comes in handy, pretty much a guaranteed charge back win everytime. A lot of merchants won't dispute them (and refund instead or just not reply) because they count against your percentage — and too many on the merchant's record increases their fees.

        If nothing else take solace in the fact that win or lose, the merchant will cop a 25-30 dollar fee. Not to mention lost labour and administration costs.

    • thatonethere on 18/02/2021 - 18:05
      +1

      Maybe airbnb then pursue you with a debt collector. Great…

      • meowsers on 19/02/2021 - 05:05

        I love how Australians have this deep seeded discomfort with using chargebacks. In the US/Canada it's very common. I have no compunctions using them, as they are a benefit to holding a credit card. Don't forget.. the merchant also agrees to the conditions of accepting a credit card — which includes the ability for a customer to file a chargeback.

        • Ughhh on 19/02/2021 - 10:26

          Don't forget.. the merchant also agrees to the conditions of accepting a credit card — which includes the ability for a customer to file a chargeback.

          Doesnt mean they can't engage with a debt collector.

          • meowsers on 19/02/2021 - 16:58
            +1

            @Ughhh: You can engage a debt collector all you want. Good luck taking it any further as a business. All you need to do as a customer is deny, deny deny. Dispute it, nothing can be posted on any sort of credit report while you bury them in paperwork.

  • 87percent on 18/02/2021 - 09:46
    +23

    Move to a later date, and then cancel the booking

    • Mechz on 18/02/2021 - 09:46
      +1

      I like your style.

    • kiLbiL on 18/02/2021 - 11:31
      +2

      Love it if it works. People like this should be treated as such: they promised to refund at the beginning and later change the mind, has no decency to answer the calls of the guest nor return them..

      • SnoozeAndLose on 19/02/2021 - 08:36

        Your host is a human and human love money, their lose as they won't be able to have anyone to fill your gap.

        Think if you are in the same boat and it has been like this most of last year.

    • kiitos on 19/02/2021 - 09:11

      Does that change the cancellation conditions?

  • jellykingdom on 18/02/2021 - 10:03

    In-laws have had the same issue. You'll just have to rebook

  • jjjaar on 18/02/2021 - 10:45
    +2

    Why can’t you rebook? You were happy to go last weekend, what has drastically changed for you to not go another time?

    Like yes, they’re being painful. But the way I see it is, you wanted something from them but now it doesn’t suit you and you’re just happy to put them out because of something that was beyond either of your control.

    • Topdog on 18/02/2021 - 10:47
      +3

      Valentines day might of been a dirty weekend for OP ;) :P. Got the kids looked after, was planning a wine and dine with the partner. It can be really hard to get kids looked after if a date changes, also work restrictions, many a different reason lol.

      • jjjaar on 18/02/2021 - 10:48
        +9

        I mean, with a bit of planning, they can still recreate the same situation.

        If they’re relying on a Hallmark holiday to keep the spark alive, I fear for the relationship.

        • Topdog on 18/02/2021 - 10:49

          hahah to true! to true!

          • Banana on 18/02/2021 - 10:58

            @Topdog: Maybe they were planning for a V day baby to join the Sept 14th birthday frenzy, now they have to wait for a whole year?

            • jjjaar on 18/02/2021 - 11:21
              +2

              @Banana: *November 14

              Also yes possibly - For the free ikea furniture 😂

              • Banana on 18/02/2021 - 11:55

                @jjjaar: Whoops thanks for the correction!!

                • jjjaar on 18/02/2021 - 12:00

                  @Banana: I only know because it’s one of my friends birthdays and we always give him crap for it 🤣

    • samfisher5986 on 24/02/2021 - 14:02

      The value of the booking is based on that date.

      Its like booking new years accommodation and then accepting a wednesday booking during winter for the same price.

  • brendanm on 18/02/2021 - 11:20

    What did the terms and conditions say in regard to cancellation when you agreed to them?

    • pegaxs on 18/02/2021 - 12:50
      +3

      What did the terms and conditions say

      "Have you run it by OzBargain and what did they say??"

  • offthetap on 18/02/2021 - 12:12
    +2

    definitely change dates and then cancel. let us know how it goes

  • andylch on 19/02/2021 - 10:53

    Can you turn on PM or PM me? I have a solution for you.

  • ChanDaMan on 19/02/2021 - 11:34
    +2

    What I suggest is that if you don't get a refund, eventually, then post the feedback online where others are looking to book the place. I have found that this works quite well in motivating the host to reconsider or to accept the consequence of your posting. What's important in this instance is that you are able to convey the type of behaviour you experienced in a clear and concise manner. Yes, technically, you would cop a loss, but if you are going to do it, at least let others know what type of host they are likely to get should something similar occur in the future. Generally, the host is not looking to lose the opportunity for future bookings.

  • eftpos on 19/02/2021 - 12:21
    +2

    Travel rules change so quickly these days, I wouldn't be comfortable booking anything that didn't have free cancellation. Even before COVID I used the free cancellation filter on booking.com for all domestic trips so I could cancel up to a couple of days before. It came in handy when I was on a trip to Tassie and there was unexpected September snow that closed the mountain road to Strahan. I was able to cancel without penalty and rebook at Bruny Island. I've only used Airbnb in the past if I know 100% I won't cancel or if it's overseas and I have travel insurance.

  • blueyez on 23/02/2021 - 09:28

    You can escalate it with Airbnb. It's a pain. We had same issue when borders closed on us.

    • kiLbiL on 23/02/2021 - 14:08

      Airbnb tells me that they would have refunded if it had been before March 2020. This sudden lockdown is not covered by their extenuating policy and it's under the host's discretion.

      If your case, was it before or after march 2020?

      • blueyez on 23/02/2021 - 14:30

        July 2020

        • kiLbiL on 24/02/2021 - 22:55

          No it didn't work for me. I escalates it but they said they can't do anything

          • blueyez on 25/02/2021 - 14:53

            @kiLbiL: Keep bugging Airbnb. Tell them you can't reach the host. Make a formal complaint.

            We went through a lot of crap to get it refunded to us and had the same issue where the host just disappeared.

  • samfisher5986 on 24/02/2021 - 14:00

    I would simply tell them, we can rebook, but understand I will be attending your property as an unhappy customer.

    No Airbnb host is going to be crazy enough to want that when they know a bad review and potentially a lot more is coming for them and their property.

    • kiLbiL on 24/02/2021 - 23:00

      I asked Airbnb to ask the host but says they haven't been able to contact the host. Host doesn't reply to their messages and goes to voice mail.

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