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airbnb emails uncover bereavement LIES to guest

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Holiday rental business Clean Break Group may have uncovered a pattern whereby airbnb ‘Support’ is lying to guests and property hosts to cover up their admin errors and avoid liability for cancellations.

 

Clean Break CEO Jamie Miller says: ‘One particular client had booked one of our Bath properties 7 months in advance. Out of nowhere, airbnb sent them an email to say that their booking had been cancelled at the last minute. At first they implied to the guest that there had been a problem with the credit card payment.

 

Next, airbnb told the guest that she should approach us (the host) directly for a refund since it was outside the free cancellation period.

Since we were not at fault, we then advised the guest to revert to airbnb.

 

Astonishingly airbnb then sent the guest an email which they had intended for us. The content of the email was’:

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‘The guest had no bereavement!’

 

She flagged this to Airbnb, asking them, “Is this the message you sent to the host? I am the guest ..?” – Even more unnervingly, with a weak apology and no hint of embarrassment, the reply came “Mistakenly this message was sent to you. It’s for the host.”’

 

Clean Break Group alone has reported no less than 4 requests for refunds over the last 6 months, citing ‘bereavement’ as the reason for late notice.

 

Are they alone?

 

Are you a holiday let owner who uses airbnb for bookings? Have you had experience with similar last-minute cancellations due to apparent ‘bereavement?’

 

Is this, best case, an isolated, rogue employee, devoid of a moral compass, misrepresenting airbnb? Or is it more likely that this suggests illegal and immoral practice in the company which leaves a nasty after taste?

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