We have an Airbnb up in Western North Carolina where hurricane Helene hit and has done so much damage. We rented to a lady who chose to pick a non-refundable purchase which gave her a discount at the time of her booking. We are currently up and operational minus our hot tub. We are not filling those for a number of reasons due to the issues with Helene and our renters' agreements states we do not give refunds for things of that nature. Her stay isn't until the 20th and it is about a $1100 payout.
The guest asked for a full refund because she doesn't want to travel here, and she is stating she can't get here but she can. She may have to take a slight detour from the normal route but she can get here.
Airbnb has stated we don't have to give her any type of refund since she did select the non-refundable option. Would you give the full refund? Half a refund? None of it?
We have given others full refunds and/or credit for other stays but she is the only one who got a discount for booking as non-refundable. [Reply]
If she has the ability to access your location, your rental is fully functional and there is no local restrictions, I say no refund it's a tough, unlucky break for them.
As a human being, I would probably do a 50% refund based solely on goodwill or maybe refund 35% for them if they wind up staying, also as goodwill.
They should NOT get a full refund, especially as they did not take insurance but want the best of both Worlds.
My only fear is they may come and take out their anger on your property.. [Reply]
I’d explain to her that you aren’t required to issue any refund by contract, but as a courtesy you will refund half of the cost or provide an option to have the 1100 stay in her account as a credit for a future stay that will be good for 1 year from the original date of booking. [Reply]
Originally Posted by BossChief:
I’d explain to her that you aren’t required to issue any refund by contract, but as a courtesy you will refund half of the cost or provide an option to have the 1100 stay in her account as a credit for a future stay that will be good for 1 year from the original date of booking.
We considered this but I don't think we can do it with Airbnb. It basically has to be money and it is all at our discretion at this point. [Reply]
