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Old Yesterday, 03:18 PM  
BigRichard BigRichard is offline
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Should I Grant A Full Refund On A Non Refundable Airbnb Rental in Helene Hit West NC
Lets see what Chiefsplanet says on this one...

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.
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Old Yesterday, 04:18 PM   #31
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I have a friend that has an Airbnb in the Florida panhandle. I’ve heard him say several times how he is always concerned with the reviews his renters leave on website, after their stay. He does everything in his power to make sure they are happy, and satisfied with their encounter. I’m sure he would offer her some type of refund, that both parties would be satisfied with. In my opinion, you would reap positive benefits, if you can keep her somewhat satisfied.
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Old Yesterday, 04:23 PM   #32
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Old Yesterday, 04:25 PM   #33
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Give her a refund minus the rebooking fee and the discount she received.
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Old Yesterday, 04:38 PM   #34
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Quote:
Originally Posted by farmerchief View Post
I have a friend that has an Airbnb in the Florida panhandle. I’ve heard him say several times how he is always concerned with the reviews his renters leave on website, after their stay. He does everything in his power to make sure they are happy, and satisfied with their encounter. I’m sure he would offer her some type of refund, that both parties would be satisfied with. In my opinion, you would reap positive benefits, if you can keep her somewhat satisfied.
Good point, a review that basically says "don't book here, if anything goes wrong - up to including a ****ing hurricane that destroys the town - the owner will keep your money" ...probably isn't great for future business.

And even if you rebook for a measly $60/night or whatever, at least you get a little money back if people need a place to live or need a place to stay to help with the recovery (and probably the great reviews that would come with it).
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Old Yesterday, 04:47 PM   #35
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$1100 is not much of a payout for this to be a big deal....
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Old Yesterday, 04:50 PM   #36
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Old Yesterday, 05:06 PM   #37
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Quote:
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I'd say refund minus whatever fees on your end, as I'd really hope someone would do the same if I was in that situation.
This.
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Old Yesterday, 05:09 PM   #38
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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.
^THIS^ more than fair. Shoot FEMA will probably book it for 3x the rate.
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Old Yesterday, 05:19 PM   #39
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So you’re pissed you lost out on $40, but have no problem charging this lady $1100 after a hurricane came thru and caused enough damage for you to admit she would have to take a different route to get there?
Oh... so you assumed what I did or planned on doing. Got it. So you are instant dumbass. Thanks!
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Old Yesterday, 05:20 PM   #40
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Attended a bachelor party recently where we had to cancel because groom’s father had a heart attack. This was the solution, not Air B&B owner pocketing the money.
Did you book it as non-refundable? Asking for a friend?
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Old Yesterday, 05:26 PM   #41
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Old Yesterday, 05:33 PM   #42
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Quote:
Originally Posted by BossChief View Post
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.
Or this.
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Old Yesterday, 05:37 PM   #43
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Guess one question is how many people have you screwed over that also did the non-refundable
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Old Yesterday, 05:42 PM   #44
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Old Yesterday, 05:43 PM   #45
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Could you give her a credit for a future stay? While she may be able to stay there now, there may be little to do in the affected area.
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