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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Airbnb...

16 replies

MummyStruggles · 21/05/2019 16:50

Has anyone ever run into problems with cancellation policies? I know I've fucked up here but it's just a bit more of a rant than anything else.

I booked a stay somewhere via the Airbnb app, circumstances have changed and now can't go. Obviously didn't review the cancellation terms properly (please don't flame because I do actually know IABU here - haha) and if you cancel the booking after 48 hours they refund 50%.

At the time of booking I paid half of the whole price and now it's cancelled they are keeping the 50% I've already paid, I thought maybe they'd only take 50% of the 50% if that makes sense. I know, I know, I'm stupid for even thinking this!!

I've given like 5 months notice with this cancellation, it's not like it's 2 days away but isn't it just shit!? I'm just angry at myself I suppose for not reading the T&Cs properly (idiot) and also a bit flabbergasted that Airbnb actually allow hosts to implement such policies, especially considering, 5 months is more than enough bloody notice of a cancellation!

Supposed to be lighthearted BTW - I'm just fucking frustrated with myself (and Airbnb) - Grrrrrrrrr!! Angry

OP posts:
Original poster
MummyStruggles · 21/05/2019 16:51

I know I have to just suck it up and chalk it as a bad experience but Angry

OP posts:
Flippedout · 21/05/2019 16:56

You aren’t being unreasonable .

I know recently there has been something in the news about changes in the law on this very subject .
I don’t know whether the changes in the law are in effect and whether it applies in your situation , but basically the law was going to be changed so that it can override these sorts of terms and conditions of pre- booking .

Basically it would entitle you to a refund even if there are these cancellation policies in place , because , quite reasonably , the company / organisation can refill the room ( the example was hotels ) with given notice I’ll try to find a link or more info to send you.

I would’ve thought that 5 months notice was enough for you to get a full refund

Flippedout · 21/05/2019 17:05

I think this may depend on the reason you want to cancel .

If the reason is unforeseen etc you may be able to try and get the full refund .

See the article and please note , I’m no expert!

Good luck

rosybell · 21/05/2019 17:09

You could try messaging the host directly and asking (nicely) for a refund? It is very likely they will get another booking in the next 5 months. It is worth a try. I'm an Airbnb host and I would and have refunded guests who have booked in error or need to cancel.

CareBear50 · 21/05/2019 17:14

I used to do Airbnb and I have refunded before as a goodwill gesture

Original poster
MummyStruggles · 21/05/2019 17:16

I've been through a 'claim' in the resolution centre but upon discussing with the host, AirBnB are not able to assist me further, apparently. The host has decided to stick by their cancellation policy.

OP posts:
pantsville · 21/05/2019 17:20

Is is something you could claim back through travel insurance? I've done this before successfully

m00rfarm · 21/05/2019 17:27

With hotels, it is easier to have a shorter cancellation period. It is really annoyibg when you have a villa and someone cancels. However, mostly you are only allowed to charge the full price one month before the booking, and they can cancel in full with no deposit taken after that (with booking.com). Did not realise airbnb was so bad to deal with. This year our bookings are 90% booking,.com, 8% privatee and 2% airbnb - this probably goes some way to explain why!

Elphame · 21/05/2019 17:38

I won't use the AirBnB platform at all - either as an accommodation provider or a guest. My bookings come from my own site and sites I pay to list on which gives me complete control over who I accept and how I handle cancellations.

SpecterLitt · 21/05/2019 18:06

Damn, I don't think you're being unreasonable at all taking in to consideration that they have more than ample time to get another booking! They really need to clamp down on these policies, people tend to take the piss.

Is there a way you can claim your money back via your bank for services not received?

I purposely avoid them for this reason and prefer going through booking,com and finding a good hotel deal.

Doidontimmm · 21/05/2019 18:20

I’m an Airbnb host & would have refunded you with 5 months to go. That’s a bit rubbish of them. If they rebook they will end up with even more money. I’ve only ever not refunded when the guest cancelled on the day for no real reason!

User478 · 21/05/2019 19:06

Where and when is it? Perhaps a "friend" can go in your place?

Flippedout · 21/05/2019 19:07

Ok so maybe you should challenge the individual rather than air bnb ? Though I agree they should take some responsibility .

The point in the article I sent was that the terms and conditions you have agreed to may not be legally enforceable .

If you can quote the various legislation and find the support from a relevant organisation to help you draft a letter , and send this to air bnb they may feel under pressure to resolve this .

Bear in mind there is likely to be layers of management at air bnb .

Also you can send the equivalent correspondence to the seller and then see if they change their mind.

Of course there is the obvious , that you leave a review to say what happened to you to deter others .

Doidontimmm · 21/05/2019 19:32

@flippedout, you can’t leave a review of an Airbnb property unless you stay. Unless they have their own separate website.
Did you say you contacted the host direct?

Original poster
MummyStruggles · 21/05/2019 21:41

It's already cancelled and I have asked if, considering I can't have a refund, whether the booking can be reinstated. I've had no response.

Flippedout thanks for all the info. I'll have a look into it Smile

I've tried to discuss it directly with the owner/host himself but he told me to refer to the resolution centre. I did this and then AirBnB got involved and eventually came back to say the cancellation policy stands.

I just thought, given it was 5 months notice, they'd be decent human beings and agree to even a partial refund.

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