Airbnb Refund Policy and Covid-19

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#2769214 31-Aug-2021 10:26

This is why I now use bookabach. I had a trip planned to go and visit the parents from 9th Oct. Was able to cancel it with 100% refund up till the 25th September and 50% refund up to a week before hand. The "Hosts" don't get the funds until a few days before you turn up (website charges you as soon as you book however).

I cancelled this trip yesterday, sent a message to host saying sorry but until we are out of level 3 / 4 in auckland and back to level 1 or 2 with the rest of country i need to stay in auckland. Host totally understood and looking forward to the rebooking when I can.

gareth41

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#2769241 31-Aug-2021 11:01

This thread is one reason why I always use Paypal where possible to pay for online services/goods - especially with the increased risk of businesses going under due to covid etc... It's much easier getting your money back through a Paypal claim than it is logging a charge back through your bank. Paypal have a very strict policy when it comes to claims and is more favored towards the buyer.

dt

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#2769310 31-Aug-2021 12:08

This happened to me last year when Auckland went into its first lockdown, airbnb didn't care and said tough luck that's a consequence of booking during a pandemic.. even though we had been covid free for sometime and were at the time being encouraged to travel domestically.

Spoke to the host, really nice lady and totally understanding of our situation. she changed her refund policy for full refund with 24 hours notice

goes without saying, when we could, we rebooked the same place for a weekend away to say thanks :)

gcorgnet

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#2769313 31-Aug-2021 12:17

dt:
This happened to me last year when Auckland went into its first lockdown, airbnb didn't care and said tough luck that's a consequence of booking during a pandemic.. even though we had been covid free for sometime and were at the time being encouraged to travel domestically.

Spoke to the host, really nice lady and totally understanding of our situation. she changed her refund policy for full refund with 24 hours notice

goes without saying, when we could, we rebooked the same place for a weekend away to say thanks :)

Totally what i was (naively?) expecting would happen in this case. At least that's what I would have done as the host.
I guess not everyone shares the same values...
And yeah needless to say that host would have seen more business for me next time i was able to book but now I'd rather sleep rough than give him money

networkn

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#2769322 31-Aug-2021 12:24

tchart:

Nate001:

They suggest both parties should act in good faith to provide a fair outcome for both.

100% this.

With their current conditions everyone wins except the customer. Yes while covid is a thing no one can predict that the country would go into a lockdown.

It should be considered that fair should mean a compromise by *both parties*. Unexpected lockdown affects both parties in conflicting ways, the costs should be shared in my opinion.

Brunzy

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#2769327 31-Aug-2021 12:45

The host sets the cancellation policy, if you book with someone who allows it you will get a refund.

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tripp

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#2769338 31-Aug-2021 13:18

gcorgnet:
dt:

This happened to me last year when Auckland went into its first lockdown, airbnb didn't care and said tough luck that's a consequence of booking during a pandemic.. even though we had been covid free for sometime and were at the time being encouraged to travel domestically.

Spoke to the host, really nice lady and totally understanding of our situation. she changed her refund policy for full refund with 24 hours notice

goes without saying, when we could, we rebooked the same place for a weekend away to say thanks :)

Totally what i was (naively?) expecting would happen in this case. At least that's what I would have done as the host.
I guess not everyone shares the same values...
And yeah needless to say that host would have seen more business for me next time i was able to book but now I'd rather sleep rough than give him money

Yes not a great way to run a business. If you are paying for it then I hope you will leave a review about them not refunding and let others know.

duckDecoy

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#2769342 31-Aug-2021 13:39

Did Fair Go cover what happens if the destination is in L3? i.e. you may not be able to get there but regardless they are not meant to be operating their service.

trig42

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#2769346 31-Aug-2021 13:49

Leave the host a crappy review too.

It is the host doing this, not AirBnB (though, they could help).

Brunzy

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#2769427 31-Aug-2021 17:02

trig42:
Leave the host a crappy review too.

It is the host doing this, not AirBnB (though, they could help).

Pretty sure you can’t leave a review if you cancel .

Handle9

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#2769428 31-Aug-2021 17:08

networkn:

tchart:

100% this.

With their current conditions everyone wins except the customer. Yes while covid is a thing no one can predict that the country would go into a lockdown.

It should be considered that fair should mean a compromise by *both parties*. Unexpected lockdown affects both parties in conflicting ways, the costs should be shared in my opinion.

No. Fair doesn't need to require compromise by both parties, it means a reasonable outcome based on what occurred. That may mean compromise from both parties or it may not.

For example if the website said:

"There are no refunds for disruption due to covid" in big red letters and you had to accept that before you booked it can be reasonably argued that a fair outcome is no refund due to covid. Everyone knew going in what the situation is.

If it's buried in fine print there is a different argument to be had about what is fair.

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gcorgnet

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#2769440 31-Aug-2021 17:21

Handle9:

No. Fair doesn't need to require compromise by both parties, it means a reasonable outcome based on what occurred. That may mean compromise from both parties or it may not.

For example if the website said:

"There are no refunds for disruption due to covid" in big red letters and you had to accept that before you booked it can be reasonably argued that a fair outcome is no refund due to covid. Everyone knew going in what the situation is.

If it's buried in fine print there is a different argument to be had about what is fair.

I hear what you are saying but I personally don't agree that people should be able to contract out of "common sense" or "fairness", regardless of what policy, T&Cs they put in front of you, regardless of which font they use.

In that case, that host is getting free money (my money) and I fail to see what he's done to deserve it. That fact alone means, IMO, that anything short of full refund is not "fair"
(But I can accept that not everyone would see things that way)

Handle9

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#2769443 31-Aug-2021 17:23

gcorgnet:

Handle9:

No. Fair doesn't need to require compromise by both parties, it means a reasonable outcome based on what occurred. That may mean compromise from both parties or it may not.

For example if the website said:

"There are no refunds for disruption due to covid" in big red letters and you had to accept that before you booked it can be reasonably argued that a fair outcome is no refund due to covid. Everyone knew going in what the situation is.

If it's buried in fine print there is a different argument to be had about what is fair.

I hear what you are saying but I personally don't agree that people should be able to contract out of "common sense" or "fairness", regardless of what policy, T&Cs they put in front of you, regardless of which font they use.

In that case, that host is getting free money (my money) and I fail to see what he's done to deserve it. That fact alone means, IMO, that anything short of full refund is not "fair"
(But I can accept that not everyone would see things that way)

In that case contracts are worthless as there are many versions of "fair"

There are laws that can't be contracted out of and the are laws that can. It is what it is.

networkn

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#2769447 31-Aug-2021 17:28

Handle9:

No. Fair doesn't need to require compromise by both parties, it means a reasonable outcome based on what occurred. That may mean compromise from both parties or it may not.

For example if the website said:

"There are no refunds for disruption due to covid" in big red letters and you had to accept that before you booked it can be reasonably argued that a fair outcome is no refund due to covid. Everyone knew going in what the situation is.

If it's buried in fine print there is a different argument to be had about what is fair.

Yup, but in unusual or untoward circumstances, regardless of contract, it is possible for both parties to negotiate a suitable alternative outcome. That's not a legal thing, it's a recognition of circumstances thing. In that instance, the consumer shouldn't assume that fair is giving them a full refund, which seems to be the default position of consumers in many situations.

Handle9

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#2769456 31-Aug-2021 17:52

networkn:

Handle9:

No. Fair doesn't need to require compromise by both parties, it means a reasonable outcome based on what occurred. That may mean compromise from both parties or it may not.

For example if the website said:

"There are no refunds for disruption due to covid" in big red letters and you had to accept that before you booked it can be reasonably argued that a fair outcome is no refund due to covid. Everyone knew going in what the situation is.

If it's buried in fine print there is a different argument to be had about what is fair.

Yup, but in unusual or untoward circumstances, regardless of contract, it is possible for both parties to negotiate a suitable alternative outcome. That's not a legal thing, it's a recognition of circumstances thing. In that instance, the consumer shouldn't assume that fair is giving them a full refund, which seems to be the default position of consumers in many situations.

Yeah sure. IME once it becomes a "not fair" thing the default is "whatever is good for me."

I'm not saying this is the case for the OP, it's more of a general observation of years of dealing with contracts in a highly contractual environment.

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