Very disappointed. I’ve used Airbnb for two years now and I find that a big selling point is that unlike a hotel chain, there’s real people like you and me that you can talk to directly. That show compassion and one of a kind experience. This process felt very much like a hotel. When you book, they direct you to a third party link to a contract where you must sign multiple pages. My partner and I found out we we Covid positive the morning we were scheduled to fly to LA. I immediately messaged her letting her know the situation. We also were willing to give her a PCR test to show proof. We were already devastated that our little vacation was going to be canceled. Due to her strict contract, no refund (full or partial) was allowed. I attempted to simply change the date for the reservation (approx. two months away) and she denied it. I asked is there any date we can still use the reservation. She said no. I asked is there any other solution? She said no. They lack any compassion about the situation and seemed like it would be a better idea just to fly from NYC to LA with Covid and stay at her Airbnb than even offer a partial refund. While even hotel chains would offer a refund or a date change if proof was given that the trip was interrupted by Covid. While I understand there’s terms and conditions to her contract, this was something beyond my control. I wasn’t going to risk other people by jumping on a flight and spreading Covid so I can be selfish and go on vacation with my partner. I understood she was going to lose money because it was a last minute cancel, but I attempted to meet in the middle for a partial refund due to the fact that we aren’t there and there’s a cleaning fee for our “stay”.
Extremely disappointed. We will not be staying in any of their locations in the future.