Airbnb guests who canceled their trips due to coronavirus fears are complaining that the company won't give back full cash refunds as they promised, according to CNBC.
Instead, the customers said the company is offering them trip credits that they don't want. Now, many people have taken their battle to social media to shame Airbnb into giving them cash refunds.
Some experts think the bad publicity could leave a stain on the lodging company that could hurt its long-term reputation.
“Airbnb needs to rest this problem before it becomes a larger and more expensive problem for them to solve,” Henry Harteveldt, a travel industry analyst at Atmosphere Research Group, told CNBC.
In a March statement, Airbnb said it would provide 100% refunds for guests who made reservations between March 14 and April 14, saying “Airbnb’s Extenuating Circumstances policy allows hosts and guests to cancel eligible reservations with no charge or penalty.”
Then, on March 30, Airbnb lengthened the timeframe of the policy to May 31 and explicitly stated that guests could get cash refunds.
“When guests cancel due to COVID-19-related circumstances, we’re giving them the option to take either a cash refund or a travel credit that can be used for a stay at a later date,” the statement reads.
However, some guests shared screenshots they received from Airbnb with CNBC regarding what criteria they would need to meet to get a cash refund:
- There are government restrictions that prohibit them from leaving their location or going to their destination.
- They are sick and their health provider has instructed them not to travel.
- Their means of transportation is no longer available.
- They are a healthcare professional and cannot travel.
Following the CNBC story, some customers received full cash refunds from Airbnb. But dealing with the company still left a bad taste in their mouths.
"I just feel like it’s pretty shady,” Wei Shi, a customer who canceled a trip to Greece, told CNBC. “My heart goes out to Airbnb hosts. This is really hurting their revenue stream, but at the same time, the traveler should not be penalized for a pandemic.”
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