Again in December 2023, Taylor Stephenson, a technical challenge supervisor at TPG, and his spouse snagged tickets for the ultimate date of Taylor Swift’s “The Eras Tour” in Vancouver, British Columbia, which might happen a full 12 months later, in December 2024.
Understanding that lodging can be in excessive demand, the couple headed straight to Airbnb after securing their live performance tickets. Scrolling by the listings, the couple could not imagine their luck once they quickly discovered the proper trip rental. The 2-bedroom residence was spacious, economical and inside strolling distance of BC Place Stadium, the place the tour’s ultimate live shows can be held.
Inside minutes of reserving the holiday rental, the Airbnb host despatched a affirmation to the Stephensons. And identical to that, every little thing was set for his or her journey to Vancouver to see the final “Eras” present.
For the following 12 months, the couple and Stephenson’s sister-in-law fortunately regarded ahead to the large occasion.
After which the vacationers’ luck ran out.
A final-minute Airbnb cancellation earlier than a sold-out live performance
Simply three weeks earlier than the live performance, Stephenson obtained an abrupt cancellation message from the Airbnb host. The lady who had beforehand been fairly cordial to the couple despatched simply 5 chilly phrases that put their total journey in jeopardy.
“Sorry. Place not accessible.”
After all, by then, the price of resorts and trip leases in Vancouver in the course of the live performance dates had exploded into the stratosphere. Additionally, the restricted accessible properties weren’t akin to Stephenson’s authentic Airbnb, both in measurement, location or consolation.
With time operating out, the couple hoped TPG might step in and assist. They solely needed what that they had booked: a cushty residence inside strolling distance of the live performance venue. And, after all, they needed to pay the value they’d agreed to a 12 months earlier.
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However what do Airbnb’s phrases and circumstances say a visitor is owed if a number cancels their trip rental on the final minute? The reply may shock — and disappoint — you.
Hoping the Airbnb host made a mistake
Initially, after receiving the sudden no-context cancellation message, Stephenson hoped there had been some mistake.
In spite of everything, the sold-out live performance dates have been proper across the nook. Anybody attending the present actually had booked their resort or trip rental way back. There was no manner Airbnb might enable this host to cancel and depart them stranded like this, Stephenson thought.
Earlier than contacting Airbnb, he tried to get some clarification from the host about why the holiday rental was instantly unavailable. He nonetheless had a bit of optimism that this cancellation may very well be reversed.
“She [the Airbnb host] by no means answered,” Stephenson informed me. “After she despatched that cancellation message, we have been on our personal.”
It isn’t unparalleled for ethically challenged Airbnb and Vrbo hosts to cancel on their visitors throughout main occasions in the event that they get a greater last-minute supply. To be clear, we didn’t discover proof of that being the case right here because the host went totally incommunicado. Nevertheless, the circumstances stay mysterious.
With no additional communication from the host, Stephenson and his spouse turned to Airbnb for emergency rebooking assist.
That is when the scenario took an additional flip downward.
Airbnb affords a considerably comparable unit … for $600 extra
Stephenson’s spouse, Laura, took the lead in attempting to get help from Airbnb. The group wanted a substitute trip rental ASAP. Nevertheless, she shortly received caught in a irritating suggestions loop with the itemizing big, probably as a consequence of the usage of synthetic intelligence.
By means of the Airbnb decision heart, the agent advised three substitute properties. All accessible trip leases got here at a better value — a number of hundred {dollars} extra — and none gave the impression to be inside strolling distance of the stadium. That element was of specific significance to the group, who wouldn’t have a automobile.
“We did not wish to be strolling for miles earlier than and after the live performance within the freezing Canadian winter!” Stephenson informed me.
Then, the Airbnb agent discovered an acceptable trip rental in a walkable location. He stated it could value the couple simply $28 greater than they’d already paid for the unique property. That appeared acceptable to the Stephensons. Nevertheless, the price ballooned once they tried to verify the reserving.
“Initially, the Airbnb consultant quoted us a charge of $28,” Stephenson reported. “However then the bill we needed to pay to guide the property had a further $600 due to a cleansing charge.”
Again to the drafting board.
The couple had no intention of paying a $600 cleansing charge for a three-night keep. However now it appeared that Airbnb was out of choices for the Stephensons.
Airbnb’s AirCover addresses last-minute host cancellations
Sadly for Airbnb visitors, when a number bails on the final minute throughout a serious occasion the place substitute properties are restricted, a refund will be the solely factor an Airbnb agent can present.
Airbnb’s AirCover for Friends coverage covers all bookings made immediately by the platform. The coverage particulars what Airbnb will do for visitors if their trip rental turns into unavailable inside 30 days of the reservation dates.
The coverage states, “Each reserving comes with AirCover for visitors. If there is a severe situation together with your Airbnb that your Host cannot resolve, we’ll enable you discover a related place, relying on availability, at comparable pricing. If an identical place is not accessible otherwise you’d desire to not rebook, we’ll provide you with a full or partial refund.”
As a result of there was little or no availability in Vancouver in the course of the live performance dates, the Stephensons now appeared to have simply three decisions — none appeared honest.
- Settle for a property outdoors of town.
- Pay a whole lot of {dollars} extra to remain within the metropolis at a noncomparable property.
- Settle for a refund and search for a substitute property or resort on their very own.
However then Stephenson considered one different possibility. As a technical challenge supervisor at TPG (however a civilian traveler), he thought we might assist.
Will Airbnb present the assistance these visitors want?
The clock was ticking when Stephenson’s pressing request for assist hit my inbox. I hoped we might help, however sadly, if no substitute Airbnb properties have been accessible, I assumed the couple may need to regulate their expectations and keep outdoors town.
Studying by the paper path the Stephensons had collected, it appeared clear to me that the host had canceled to rebook at a better fee, as a result of she offered no rationalization for the holiday rental’s unavailability. In all earlier messages earlier than she canceled the reservation, she had been pleasant and useful, giving ideas and native recommendations for the group.
After she despatched her abrupt cancellation message, there was simply silence.
Clearly, there are occasions when a number should legitimately cancel a reservation. If one thing inside the holiday rental breaks — like a water heater or the heating system failing within the winter — the Airbnb host could haven’t any selection however to interrupt the contract.
Transparency is essential for Airbnb hosts to keep up their standing as respected “companies.” A bunch canceling with out rationalization three weeks earlier than the reservation, which occurs to be throughout Taylor Swift’s ultimate live performance, is the alternative of respected.
Asking our government contacts at Airbnb
Sadly, as a shopper advocate, I obtain a variety of these kind of requests for assist. Over time, blindsided clients of each Airbnb and Vrbo have contacted me after a number has left them and not using a place to remain on the final minute.
In a few of these circumstances, Airbnb has compelled the trip rental host to uphold the reservation that they clearly canceled for a money seize. After all, any such scenario might make for an uncomfortable keep, however I assumed it may be one possibility on this case. The opposite possibility can be to place the Stephensons in a costlier property and both the unique host or Airbnb ought to cowl the upcharge.
It was time to ask our government contacts at Airbnb what they thought must be accomplished for the Stephensons. This workforce just isn’t customer-facing, however they’re government problem-solvers I can contact as a shopper advocate and media member.
Here is an excerpt from our correspondence.
“… A number of days in the past, this host (****) simply casually despatched a textual content to the couple that she needed to cancel. No rationalization. It appears apparent that she rebooked the property for more cash for the live performance, however after all this left the couple with none place to remain for the live performance.
An Airbnb agent has been serving to this couple to seek out another place, however all the properties are inferior, additional away and costlier. At this level, the property that Airbnb advised, that the couple is leaning towards accepting (since they haven’t any different selection), goes to value them a further $600. This does not appear honest since they booked the unique property a 12 months in the past. The host is clearly doing one thing sketchy right here to make further money, however that scheme should not value this couple extra cash.
Might your workforce take a look at this and see what might be accomplished right here? Thanks! 😀”
The excellent news: Here is a (principally) comparable Airbnb at no expense
The excellent news for the Stephensons got here in a short time. Airbnb discovered the couple a stunning substitute property. Sadly, it was not comparable in measurement, however it was inside strolling distance of BC Place Stadium, which was essentially the most essential a part of this equation.
The substitute Airbnb was a smaller one-bedroom as an alternative of a two-bedroom. Laura’s sister needed to sleep on a pull-out sofa as an alternative of in a separate bed room. However it might nonetheless accommodate all of them, in order that they accepted that decision.
In the long run, Taylor, his spouse Laura and her sister Hannah had a superb time in Vancouver and these Swifties cannot anticipate the following tour to return round.
What in case your Airbnb host unexpectedly cancels your reservation?
The excellent news is that last-minute cancellations will not be widespread on the Airbnb platform. That is as a result of hosts are financially and algorithmically penalized within the listings once they cancel a visitor’s reservation inside 30 days of the check-in date.
However right here are some things you are able to do earlier than selecting a trip rental that can decrease your probability of reserving with a less-than-reliable host — and what to do if it is already too late.
Look fastidiously at opinions
Earlier than reserving an Airbnb, you need to search for opinions from individuals who’ve stayed there beforehand. Sadly, as a result of Airbnb would not enable visitors to assessment properties they’ve not truly stayed in, you will not have the ability to inform if the host has canceled earlier leases. However you possibly can assessment whether or not this host was attentive to their visitors who accomplished a keep.
Most hosts prepared to cancel you on the final minute to make more cash reserving a brand new reservation additionally aren’t very thinking about caring for their visitors, and that comes by in opinions. So, at all times search for clues in these opinions that the property’s host or co-host is not guest-friendly.
All the time maintain conversations with the host on the Airbnb platform
Don’t settle for calls from an Airbnb host to debate your reservation. All conversations ought to stay on the Airbnb platform in its personal message heart, which the corporate may also entry. I’ve mediated many circumstances through which the visitor and host have vastly completely different understandings of what was stated between the 2.
When the issue escalates to Airbnb, these saved conversations shall be used to assist your place. Should you’ve taken your conversations off the platform you will not have the proof it’s good to simply repair your downside.
By no means cancel your Airbnb on the host’s suggestion
I’ve additionally seen unreliable hosts encourage their visitors to cancel the reservation in order that they (the host) do not need to do it.
This Airbnb host was upfront and did not fiddle. They canceled the reservation and did not try to coerce the renter to cancel. However many Airbnb hosts will make that try earlier than they cancel your reservation.
If the visitor cancels, Airbnb will contemplate the reservation closed and instantly launch the funds to the host. Should you have been hoping to get your a refund, you’ll now face an uphill battle since you canceled the reservation, not the host. Airbnb will apply the cancellation penalties to the renter.
So, by no means cancel an Airbnb reservation on the insistence of a number. It’s their duty to cancel if they cannot fulfill the rental contract phrases.
Escalate your request for assist to Airbnb
Should you’re battling Airbnb for a refund or want rehousing, it’s possible you’ll must escalate your grievance. Sadly, a lot of the front-line help at Airbnb is dealt with by synthetic intelligence and name facilities sourced from overseas. More and more, vacationers discover it tough to achieve somebody inside the firm who has the authority to repair issues for patrons.
My shopper advocacy group Client Rescue may also help you attain a customer-facing government. If you’re having an issue with Airbnb (or some other firm), you possibly can ship a request to my workforce, and we’ll provide the most present contact info for an government individual there who we all know has a historical past of serving to clients. All of our companies at Client Rescue are free.
Backside line
Sadly, trip rental house owners typically cancel their visitors’ reservations on the final minute to relist and earn more money.
The truth is that there is not rather a lot you are able to do in the event you meet up with an unethical Airbnb host prepared to sacrifice their status for {dollars}. If it occurs to you and no comparable locations can be found, you may must be versatile. Additionally, be ready to carry your request past the front-line customer support … possibly even to TPG.
Keep in mind, if regardless of your greatest efforts to resolve a problem with a trip rental company, cruise line, automobile rental firm, or airline, you are still hitting a wall of resistance, TPG is right here to assist. Ship your request for help to [email protected] and I will be blissful to attempt to repair your downside, too.
