What Airbnb did:
Hi, Airbnb closed my case lastnight after ***** week ***** demanding confidential medical information they required ***** order for ***** full refund ***** $1,200
When ***** arrived at this airbnb ***** received ***** disturbing call that mom went into cardiac arrest and ***** transported ***** St. Margretes *****, Fox Chapel, PA This ***** the conversation b/w the host and *****. It ***** cordial ***** ***** ***** shock that he would not work with me. ***** cancelled within 12 hours ***** he ***** not loose more then ***** day.
With that being said, ***** reached out ***** airbnb as he suggested thinking he gave the go ahead for refund. The Airbnb Investigator took my information and needed Doctors reports. Four days ***** worked with Medical Staff ***** receive confidential information and send reguardless ***** hippa. After ***** week, they said they could not do anything for me! ***** also explained ***** my origional report that ***** ***** not feel safe leaving my personal belongings there and could not leave them ***** my car at the airport
My jewerly ***** valued around $15,000 and ***** not have time ***** secure it due ***** mom’***** hospitalization. Therefore, ***** could not leave it or carry ***** my car. ***** ***** not feel safe there because ***** this. Below ***** have attached the report airbnb NEEDED ***** provide full refund; ***** they claimed. Never happened…they closed my case lastnight. ***** will send ***** the Dr. report as it contains private/confidential information. Airbnb demanded private information and then denied me the refund. Awful! ***** never went into *****
he house. ***** ***** reach out ***** ***** friend here and she connected me with another Airbnb Host that she personally knew.
Marty
3:54 PM
The room ***** ready if ***** need ***** come Earlier then 3. ***** personally will ***** downstairs ***** the house ***** night ***** if ***** have ***** questions or have ***** issue just text me and *****’ll ***** available ***** help ***** out
Korinda
3:54 PM
My son and are headed back from my evens. Canopied all day n people watch***-***-****
3:55 PM
No worries.
Also ***** son ***** more than welcome ***** come help me get situated *****’ll meet ***** later thank ***** and have ***** great day
Korinda
3:55 PM
✌Korinda
5:14 PM
How do ***** use smart lock
Having trouble
Marty
5:15 PM
*****’***** unlocking it remotely for ***** but re read the instructions
It’***** open now
***-***-****push out
Click ********-***-****re for it ***** turn on. The numbers are ***** circle just click whatever circle ***** number ***** ***** doesn’***** have ***** ***** right over the number just the circle. 811012 ***** ***** smart lock code. ***** press the screen ***** turn the pad on. Enter the code and press the round white button under the numbers. It will light up ***** and the door will open by turning the handle and pushing *****.
If the screen ***** not coming up it’***** because ***** the heat. If ***** are ever at the door and can’***** get it ***** work just messsage me and *****’ll unlock it remotely for *****.
Korinda
5:23 PM
***** there anywhere out if good faith ***** could refund me? Honestly, *****’***** too far from my son. ***** thought it ***** ***** Broomfield. Please.
***** ***** not go ***** yet
Trying ***** get internet.
Marty
5:24 PM
My calendar ***** currently {{ address hidden }} for ***** reservation for ***** month keeping me from taking other reservations. If ***** click details ***** can see what ***** options are.
Click details and go down ***** support and see if it lets ***** cancel. My profile doesn’***** allow same day cancellations ***** it most likely will not refund *****. ***** are more then welcome ***** try.
Message from Airbnb Service
Reservation canceled by guest
Korinda
5:34 PM
Truthfully….we found out my mom went into cardiac arrest ***** PA and ***** want ***** ***** with my son. ***** can talk ***** at Margrets ***** ***** Pittsburgh if need *****. Thus ***** ***** unexpected event.
Marty
5:39 PM
***** may reach out ***** Airbnb support but my policy ***** fully explained on the listing and again today around *****. My pol***-***-**** we do not approve same day cancellations. My calendar has been {{ address hidden }} for the entire month not allowing other guest ***** book the room. Safe travels.
Korinda
5:39 PM
Ok
Airbnb Support
Airbnb Support
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal. *****…
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal. *****…
Airbnb Support
Airbnb Support
Hi Yzabel, This should ***** sufficiant and accurate information for the full refund. Im greatful they waited ***** tell me after ***** arrived ***** Denver. That ***** ***** 22 hour drive from PA ***** Colorado. ***** dro…
Hi Yzabel, This should ***** sufficiant and accurate information for the full refund. Im greatful they waited ***** tell me after ***** arrived ***** Denver. That ***** ***** 22 hour drive from PA ***** Colorado. ***** dro…
Hope ***** check-***** went smoothly ***** Lafayette! ***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Hope ***** check-***** went smoothly ***** Lafayette! ***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Last message sent September 6
Last message sent September 6
Sabrina · Lafayette
Sabrina – Lafayette
Ok. Perfect. Sleep well.
Ok. Perfect. Sleep well.
Current trip · Sep 6 – Oct 18
Booking status ***** Current trip for Sep 6 – Oct 18 stay
Marty · Denver
Marty – Denver
Ok
Ok
Canceled · Sep 5 – Oct 5
Booking status ***** Canceled for Sep 5 – Oct 5 stay
Sierra · Brighton
Sierra – Brighton
Hi korinda. Still need something?
Hi korinda. Still need something?
Request withdrawn · Sep 2 – Oct 2
Booking status ***** Request withdrawn for Sep 2 – Oct 2 stay
Airbnb Support
Airbnb Support
Which reservation do ***** need help with?
Which reservation do ***** need help with?
Randy · Broomfield
Randy – Broomfield
Airbnb update: Reservation canceled
Airbnb update: Reservation canceled
Request withdrawn · Sep 2 – Oct 14
Booking status ***** Request withdrawn for Sep 2 – Oct 14 stay
Frank · Hilton Head Island
Frank – Hilton Head Island
Open ***** see latest messages
Open ***** see latest messages
Canceled · Jul 18 – 25, 2019
Booking status ***** Canceled for Jul 18 – 25, 2019 stay
Airbnb SupportConversation with Airbnb Support
Hide details
Skip ***** Last Message (Ctrl-e)Skip ***** Typing ***** Message (Ctrl-*****)
Sep 5, 2022
Message from Airbnb Support
Airbnb Support
5:44 PM
Hi Korinda, let’***** get ***** some help. We’re going ***** ask ***** some questions and then connect ***** with ***** member ***** our support team.
Which reservation do ***** need help with?
Select ***** reservation
Select ***** open user profile for Korinda
Korinda
5:44 PM
It’***** about this reservation
Sunny 420 Friendly Private Room – Queen Bed – Wifi
Sep 5 – Oct 5
1 guest
Message from Airbnb Support
Airbnb Support
5:44 PM
Can ***** describe ***** issue ***** ***** few sentences? This will help our team understand what’***** going on.
Please don’***** include sensitive info like credit card numbers.
Select ***** open user profile for Korinda
Korinda
5:47 PM
There ***** ***** no cancellation policy on my Airbnb. ***** just received ***** call from my moms nursing home ***** pa that she went into cardiac arrest and need ***** fly back ***** pa from Denver. ***** messaged host and he explained his policy again n said ***** could reach out ***** ***** ***** see if this ***** covered for refund
Message from Airbnb Support
Airbnb Support
5:47 PM
It sounds like *****’re experiencing ***** safety issue (including harassment or discrimination). ***** that right?
Yes, it’***** ***** safety issue
No, it’***** something else
Select ***** open user profile for Korinda
Korinda
5:47 PM
No, it’***** something else
Message from Airbnb Support
Airbnb Support
5:47 PM
Thanks. Now pick the topic that best matches ***** situation. This helps us get ***** ***** the right person.
Understanding cancellation policies
***** need ***** cancel for ***** reason covered by Airbnb’***** Extenuating Circumstances Policy
Refund eligibility and policies
***** need help with something else
Select ***** open user profile for Korinda
Korinda
5:47 PM
***** need ***** cancel for ***** reason covered by Airbnb’***** Extenuating Circumstances Policy
Message from Airbnb Support
Airbnb Support
5:47 PM
Thanks. Before we connect *****, does this info solve ***** issue?
Get help or contact Airbnb
Most Hosts and guests are able ***** quickly resolve issues on their own. Explore ways ***** get the help ***** need before, during, or after ***** trip.
Read more
How cancellations work
Sometimes things come up and ***** have ***** cancel. ***** keep things running smoothly, here’***** how ***** can cancel ***** reservation.
Read more
Browse more articles
Yes, ***** got what ***** needed
No, connect me with ***** person
Restart, ***** have ***** different issue
Select ***** open user profile for Korinda
Korinda
5:49 PM
No, connect me with ***** person
Message from Airbnb Support
Airbnb Support
5:49 PM
Do ***** need rebooking support?
Yes
No
Select ***** open user profile for Korinda
Korinda
5:49 PM
No
Message from Airbnb Support
Airbnb Support
5:49 PM
How would ***** like ***** connect with us?
Select ***** contact method
Select ***** open user profile for Korinda
Korinda
5:49 PM
7248895648
Call us
Message from Airbnb Support
Airbnb Support
5:49 PM
Okay, here’***** our number. The person who takes ***** call will ***** able ***** see everything *****’ve already shared, but ***** can always add more detail while ***** wait.
If ***** leave this message thread, ***** can get back ***** it from ***** Airbnb inbox.
Call +1-415-800-5959
Call (toll-free) +1-844-234-2500
Message from Airbnb Support
Airbnb Support
5:58 PM
Hi Korinda,
Thanks for taking the time ***** reach out. *****’***** going ***** forward ***** case ***** ***** member ***** our team who’***** ***** ***** better position ***** resolve this for *****.
We can appreciate that this may have caused some inconvenience ***** ***** Korinda, ***** we’re grateful for ***** patience.
Best regards,
Kristine
Message from Airbnb Service
***** member ***** our team has joined the chat.
Message from Airbnb Support
Airbnb Support
6:06 PM
Hi Korinda,
Thanks for taking the time ***** reach out. *****’***** going ***** forward ***** case ***** ***** member ***** our team who’***** ***** ***** better position ***** resolve this for *****.
We can appreciate that this may have caused some inconvenience ***** ***** Korinda, ***** we’re grateful for ***** patience.
Best regards,
Message from Airbnb Support
Airbnb Support
6:10 PM
Hi Korinda, this ***** Yzabel, one ***** the Support Ambassadors from Airbnb. ***** hope this message finds ***** well.
*****’***** sorry ***** hear about ***** mom. ***** see that ***** need ***** cancel ***** reservation and ***** want ***** receive ***** full refund. ***** would just need ***** confirm this with ***** Host before ***** process this from my end. Just ***** set expectations, ***** refund will depend solely on ***** Host’***** policy, and only ***** Host can override the policy.
Please let me know if there’***** anything else ***** can help with ***** the meantime. ***** appreciate ***** patience while ***** work on this. Regards, Yzabel
Message from Airbnb Support
Airbnb Support
6:20 PM
Hi Korinda, thank ***** for ***** patience while ***** worked on this. ***** ***** able ***** reach out ***** ***** Host regarding ***** concern, and why ***** had ***** cancel the reservation. We have dedicated ***** lot ***** discussion and thought ***** ***** concern. However, ***** Host insisted not ***** provide ***** ***** refund beyond the policy.
As much as ***** would want ***** refund *****, ***** would not ***** able ***** do ***** without ***** Host’***** authorization. My goal ***** ***** provide ***** ***** resolution that favors ***** but please understand that my hands are tied within the policies ***** Airbnb.
Let me try ***** consult this with my team if we could at least issue ***** partial refund for *****. *****’ll let ***** know how it goes. Thank ***** for ***** patience. Regards, Yzabel
Message from Airbnb Support
Airbnb Support
7:50 PM
Hi Korinda, thank ***** for ***** patience while ***** worked on this. We know that this ***** ***** difficult time for *****. ***** ***** considered for ***** refund ***** will need ***** provide at least one ***** the following pieces ***** documentation:
– Death Certificate
– Obituary (from newspaper/publication or online)
– News articles related ***** the death (article must name the individual ***** question)
– Police report
Documentation will have ***** ***** submitted within 14 days and can ***** ***** the form ***** scanned or photographed documents, photos, which ***** can attach when replying ***** this message.
Please let me know if *****’re able ***** provide this documentation. Then ***** can review the situation and follow up with *****.
Thank ***** for ***** understanding. Regards, Yzabel
Select ***** open user profile for Korinda
Korinda
9:19 PM
She ***** not die
She had heart failure and ***** the ***** on ventilator. ***** will forward documentation.
Message from Airbnb Support
Airbnb Support
9:28 PM
Hi Korinda, ***** truly apologize for my confusion regarding the situation.
***** will ***** waiting for the documentation. ***** just want ***** inform ***** that this ***** not covered by our Extenuating Circumstances. However, as ***** don’***** want ***** fail ***** as ***** Support Ambassador, *****’ll discuss with my team and leadership if we, Airbnb, can provide further refund for this case.
Even though ***** cannot guarantee approval ***** ***** amount, ***** believe that it’***** worth discussing with my team as my goal ***** for ***** ***** recover from this experience as much as possible. Thank ***** ***** much for ***** understanding. Regards, Yzabel
Select ***** open user profile for Korinda
Korinda
9:30 PM
Also the safety concern.
Neighborhood
Message from Airbnb Support
Airbnb Support
9:33 PM
***** understand that ***** feel that way, Korinda. As discussed, ***** will ***** waiting for the documentation for me ***** ***** able ***** consult this with my team. Thank *****, Korinda.
Select ***** open user profile for Korinda
Korinda
9:34 PM
Thank *****.
Message from Airbnb Support
Airbnb Support
9:35 PM
*****’re welcome.
Select ***** open user profile for Korinda
Korinda
9:35 PM
*****’ll have that tomorrow
Message from Airbnb Support
Airbnb Support
9:35 PM
***** will wait for it tomorrow then. Thank ***** for working with me ***** this. Best, Yzabel
Sep 6, 2022
Message from Airbnb Support
Airbnb Support
4:30 PM
Hi Korinda, ***** just wanted ***** inform ***** that ***** am back ***** the office and ***** may send the supporting documents anytime now. Looking forward ***** hear from *****. Regards, Yzabel
Select ***** open user profile for Korinda
Korinda
4:31 PM
Ok. They have ***** fax ***** me or mail. *****’***** waiting ***** get the fax number for where *****’***** at now
Dr. N Medical records are confidential
Message from Airbnb Support
Airbnb Support
4:32 PM
Thank ***** for the update.
Select ***** open user profile for Korinda
Korinda
4:36 PM
***** welcome ***** call Concordia ***** Fox Chapel, pa and ask for Beth. Administration. That would ***** more appropriate. CONCORDIA LM *****
+1 (412) 767-5808
Pittsburgh, PA. They can fax ***** *****.
***** moved ***** Denver from Pennsylvania last Thursday. My family just told me yesterday because they ***** want me ***** panic during my drive. ***** made it safely ***** now ***** can manage this stuff.
Message from Airbnb Support
Airbnb Support
4:38 PM
Hi Korinda, we won’***** ***** able ***** get ***** touch with them as it ***** outside the scope ***** our job. The documentation has ***** come from *****. Thank ***** for ***** understanding. Glad ***** hear ***** made it safely.
Select ***** open user profile for Korinda
Korinda
4:39 PM
. Lessons learned.
Message from Airbnb Support
Airbnb Support
4:46 PM
Thank *****, Korinda.
Message from Airbnb Support
Airbnb Support
9:47 PM
Hi Korinda,
***** would just like ***** let ***** know that my shift ***** about ***** end. My apologies, but ***** won’***** ***** able ***** respond ***** this query until September 8, 2022.
If ***** require urgent assistance, please call us; otherwise, ***** will continue ***** work on ***** case when ***** get back. Regards, Yzabel
Sep 7, 2022
Select ***** open user profile for Korinda
Korinda
12:04 PM
Thank *****. ***** had ***** down load ***** fax app last night. Hope it works. Concordia ***** sending today. Tks for all ***** help.
Sep 8, 2022
Select ***** open user profile for Korinda
Korinda
3:06 PM
Hi, Concordia mailed ***** copy ***** ***** reports 2 days ago due ***** Hippa It ***** being mailed ***** my address ***** Denver. ***** it ok ***** wait till it arrives and then send copy ***** ***** via photo?
***** have not had luck with the fax app. ***** we might have ***** wait for USPS copy.
Sep 9, 2022
Message from Airbnb Support
Airbnb Support
3:15 PM
Hi Korinda, this ***** Yzabel, *****’d like ***** let ***** know ***** deleted ***** previous ticket, as it contained ***** personally identifiable information. Please reply ***** this message from this point onward. ***** apologize for the late response as ***** just got back ***** the office.
As discussed ***** my previous messages, ***** have no assurance that we would ***** able ***** get the full refund for ***** since the situation falls outside ***** the Extenuating Circumstances Policy. https://www.airbnb.ca/help/article/1320/extenuating-circumstances-policy
***** would just like ***** inform ***** that ***** ***** only able ***** get approval ***** refund 50% ***** the reservation amount. Thank ***** for understanding. Let me know if ***** wish ***** go through with this. Regards, Yzabel
Select ***** open user profile for Korinda
Korinda
5:57 PM
Wow. That’***** ridiculous. His Airbnb never went off site even when ***** booked. The day ***** arrived; within 12 hours it ***** still up available on Airbnb ***** he ***** not loose money. Please cross reference this information. How can he say he lost potential customers if he never {{ address hidden }} my dates. Just ***** question before we move forward. Safety ***** the concern because ***** location. Im flying back ***** pa and ***** not feel safe leaving my items there. Especially after asking him personally. If ***** feel unsafe at Airbnb, on top ***** moms hospitalization; that falls under Airbnb promise.
Message from Airbnb Support
Airbnb Support
6:25 PM
Hi Korinda, thank ***** for sharing ***** thoughts with me. ***** Host’***** place ***** blocked for ***** reservation and ***** freed when ***** cancelled. Since this ***** ***** last-minute cancellation, the Host lost ***** day ***** find another Guest for the place.
Anyway, upon checking ***** account, our team has verified that ***** made another reservation with another Host on the same dates and location. That said, we won’***** ***** able ***** consider the documents ***** provided, and we would no longer ***** providing ***** refund.
Let me know if ***** have other concerns; otherwise, *****’ll close this ticket out. Regards, Yzabel
Select ***** open user profile for Korinda
Korinda
6:27 PM
***** ***** not
***** went ***** ***** safe Airbnb ***** drop my items off. ***** even told me she’***** ***** great, safe host.
***** Host, Sabrina, ***** ***** great person ***** reach
out ***** if ***** need anything during ***** stay
-but if ***** ever need us, we’re here 24/7.
Hope ***** check-***** went smoothly ***** Lafayette!
***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Should ***** contact Airbnb corporate
Our entire family use Airbnb. My husband Jeff goldstrom just booked ***** sea pines, Hilton head, sc
Message from Airbnb Support
Airbnb Support
6:34 PM
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal.
The cancellation policy stands, and we will not provide ***** refund. Thank ***** for ***** understanding. ***** may contact whoever ***** want, Korinda. Please understand that policies are created ***** instill order ***** our community. My goal ***** ***** provide ***** ***** resolution that favors ***** however, Airbnb could only act within the scope ***** our policies.
Let me know if there’***** anything else ***** need help with. Regards, Yzabel
Message from Airbnb Service
This case ***** closed. Still need help? Contact us
This ***** NOT fair ***** the airbnb community; especially being ***** loyal client….
Please contact me @ 724.889.5648 or korindakayg@gmail.com
<*****>
Submitted by: Anonymous Airbnb customer in Lafayette | Read more Airbnb complaints
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