My most recent airBNB experience will be my last with them. I commend all of the companies who are facing COVID-19 challenges head on without prioritizing profit over the wellbeing of the public - airBNB is certainly not one of them. We booked our April road trip in the States earlier this year and amidst the increased concerns of COVID-19, we began to question going. Once the World Health Organization declared COVID-19 a pandemic on March 11 and urged the public to cancel any non-essential travel, we officially made the call to cancel our trip. AirBNB screwed us out of a full refund because we cancelled on March 12 and didn't wait for them to release their own policy. There policy lists an arbitrary date of having to cancel on or after March 14 in order to have received the refund. There policy should have aligned with the date it was declared a pandemic. Of course people are going to listen to the direction of global, federal, provincial and municipal government bodies - all of which were on the same page as of March 11. The fact that airBNB hasn't been approving full refunds for people who cancelled in that window of time between March 11 and March 13 for purposes of COVID-19 is disgraceful and a true reflection of the company. It took plenty of delayed back and forth messages with airBNB support staff who ignored the issues and kept replying with their key messages. Our host had even received information that airBNB authorized our full refund once we cancelled and then airBNB backtracked on that agreement and never followed through. Interestingly, our host had confirmed he hadn't received a penny from our reservation yet and that he should have by now - so the fact that they were refusing the full refund and holding the money from the host who is also taking a hit at this time is even more disappointing. I have had positive experiences in the past with airBNB and had no issues using them again, until now. If you can't treat customers or hosts fairly and put their well being over your profits in an extraordinary time such as this then you don't deserve anyone's business when things turn around.
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