John Hassett, Philadelphia
You should have been advised of the exact cancellation policy for your rental at the time of your reservation. It appears that your rental fell under the “long term” policy, which stipulates that the first month of your reservation is completely nonrefundable. It looks like Airbnb did you a favor, though. Under its policy, its service fee would have been nonrefundable, but it reversed the charge anyway.
Is it possible that you clicked on the wrong tab when you were researching your cancellation policy? Yes. It’s also possible that you read the fine print: “Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances.” That’s a lot of wiggle room.
I reviewed the correspondence between you and the property owner, and that convinced me more than anything to take your case. The owner not only refused to refund a penny of your rental, even though you were canceling half a year in advance, but also was denying you the opportunity to rebook at a later date. It was a cringe-worthy exchange that exposed the risks of renting from someone who is not a professional.
At the same time, I think you could have taken a more constructive tone with the property owner. Too quickly, the exchange devolved into threats. The owner wasn’t your last option; you could have applied pressure to Airbnb or your credit card company to get a refund. Showing your bank the terms of your rental might have been enough to secure a full refund, if you had tried to dispute the purchase.
I also was unhappy with the way Airbnb handled this case. I mean, here’s a company with a $10 billion valuation that has gotten big and successful at least in part by promising that you’ll have a better lodging experience than if you were to take a chance on a Craigslist rental. I can see how you’d expect Airbnb to go to bat for you on this one.
I contacted Airbnb on your behalf. A representative responded directly to you, saying that the company does, indeed, try to accommodate guests with “extenuating circumstances” if they can provide documentation of their situation.
Airbnb refunded the remaining $3,651 to your credit card and also sent you a $300 travel voucher by way of an apology.