Skift Take
It's a decisive moment for short-term rental companies. When it comes to coronavirus-addled short-term rental cancellation and refund policies, Airbnb sided with guests while Vrbo shrugged its shoulders to soothe property managers and owners. Who has the longer memory?
Like every sector in the travel industry, the short-term rental industry confronts a struggle to survive because of the novel coronavirus crisis. But when it comes to guest cancellation and refund policies, companies such as Airbnb, Vrbo, Booking.com, Tripadvisor, property management companies, and local players face an acute quandary — generate outrage from guests, or alienate vacation rental owners, perhaps for years to come.
In broad stokes, the dilemma shakes out like this: Airbnb and Tripadvisor are basically allowing guests to cancel their stays for a full refund, and are angering vacation rental owners and property managers who need the funds to pay mortgages and survive. Airbnb states it is providing full cash refunds, including fees paid to Airbnb, while Tripadvisor states that travelers will not be charged fees, and will get a full refund, which turns out to be cash, as well, according to a Tripadvisor spokesperson. Here's Airbnb's extenuating circumstances policy, while Tripadvisor's is here.
In the other camp are Expedia Group's Vrbo, and Booking.com, both of which generally refer perplexed and exasperated guests to the property manager or vacation rental owner to see if they'll charge a cancellation fee, provide a full or partial refund, or merely issue a credit toward a future stay. Vrbo's Covid-19 Emergency Policy is here, while Booking.com has an FAQ here referencing cancellations, but also states: "Due to the current situation related to the coronavirus and the health concerns surrounding it, we understand if you want to change your travel plans. Sign in to get help with managing your travel based on regional travel restrictions."
The latter point about regional laws is important because some countries or jurisdictions may mandate full refund
