Airbnb’s refund policy for COVID-19-caused cancellations is leaving scores of guests angry, out hard-earned vacation savings and vowing never to use the short-term rental service again.
Meanwhile, Airbnb is lobbying the federal government for loans and tax breaks for its hosts, and gotten $1 billion from California venture capital firms, some of which will go to grants for the company’s “superhosts.”
As the COVID-19 pandemic began unfolding in Europe and the U.S. in March, public health officials advised people against traveling. This began a wave of Airbnb cancellations, and on March 11 the company issued its Extenuating Circumstances policy.
Normally, Airbnb only offers full refunds for only 48 hours after booking a rental. After that, refunds are up to hosts.
The new policy allowed cancellations at any time for reservations made on or before March 14, 2020, with check-in dates between March 14, 2020 and May 31, 2020 — originally the end date was April 15 — if customers can “attest to the facts of and/or provide supporting documentation for your extenuating circumstance.”
The March 14 cut-off is based on the World Health Organization’s March 11 declaration that COVID-19 was a global pandemic. “Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking,” Airbnb says on its website.
“After the declaration of COVID-19 as a global pandemic … its consequences are no longer unforeseen or unexpected.”
Those who cancel, Airbnb says, will “have a variety of cancellation and refund options.” But customers are finding that refunds can be partial, may be in the form of travel credits, may depend on hosts and could be denied entirely.
The Weekly learned of the problems when its editor, Angie Tolliver, was refused a refund for a March rental even though the reservation was made before March 14 and within the policy’s timeframe.
“Airbnb is saying that because we cancelled our travel prior to them releasing their pro-rated cancellation date policy, and even though our dates are within the cancellation policy period, they won’t refund,” said Tolliver.
Tolliver describes a runaround with customer service, unreturned phone calls and emails that began three weeks ago and has yet to be resolved. Currently, Airbnb is refusing a refund, saying it’s up to the host — who has yet to return Tolliver’s or Airbnb’s calls.
Her experience isn’t unique. Hundreds of such complaints have been posted on Twitter and other social media.
Even Those Treating COVID-19 Patients Can’t Get Refunds
For one Boston doctor, cancelling a vacation to stay on the job didn’t make the cut as an extenuating circumstance — at the same time Airbnb has been touting its free stays for medical workers.
Airbnb told him, “after reviewing the reservation and details provided, we’re able to confirm that your reservation does not fall within our COVID-19 extenuating circumstances.”
“I am a physician seeing patients with COVID-19,” he Tweeted on March 25, “literally putting my life on the line and I have to pay for a vacation I can no longer take?”
The doctor ultimately received a refund after his hospital wrote a letter to Airbnb.
Heather Kelly in Florida was also refused a refund, Tweeting, “We have a check-in on April 16th [and] been trying to contact Airbnb for days. We have an RN and a 52-year old with emphysema and COPD.”
Registered Nurse Darryl Kelly of Buffalo, New York made reservations on March 9 for a trip in mid-April — all well within Airbnb’s current refund policy. When the federal government issued a non-essential international travel ban, Kelly canceled but didn’t request a refund because the refund program didn’t include his dates.
When Airbnb extended the dates covered by its COVID-19 refund policy, Kelly applied for a refund.
“I gave them a call asking for full refund of the first payment for condo,” he said in an email. “Airbnb told me that was up to the host to give it to me. I requested a refund from the host through the Airbnb website, which the host declined.
“So then I called Airbnb back and they asked me to cancel under the new updated policy on their website,” he continued. “I initiated the cancel request … then noticed that Airbnb was offering a refund in travel credit or in cash only if I provided documentation proving why I can’t travel over the border.”
Kelly didn’t accept the travel credit because “I don’t intend to travel anytime soon,” he wrote. “They then told me to wait until they review my case which will take 24 hours.”
Within 24 hours, the host charged Kelly’s credit card for the second half of the payment — “$547 for a service I’m literally not able to receive,” he wrote
“I’m working four days a week as an ER nurse seeing firsthand what this virus is doing to people and I have to jump through hoops to get a refund for something that’s outside of my control,” Kelly wrote.
“The audacity of Airbnb to ask for documentation proving why I can’t travel is absurd,” he said. “Everybody on planet earth knows why we can’t travel.”
Airbnb’s two iterations of COVID-19 cancellation policies, and what appears to be confusion among hosts about who’s paying for the refunds, have certainly added to the mess.
Airbnb told the Weekly via email, “As our Help Center page outlines, ‘Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission;” saying further, “Our global Customer Support team has been working around the clock to help both hosts and guests throughout a situation that has been challenging for the entire industry.”
The company didn’t answer questions about actions it’s taking, its refund process and the number of customers who have received refunds. We’ve invited Airbnb to share with us any information that would help customers resolve these disputes. As of press time we have not received a response.
Recourse For Unhappy Airbnb Customers
Airbnb’s contract prohibits class action lawsuits, requiring customers to take their complaints to individual binding arbitration actions. But that doesn’t mean customers can’t take action.
Reportedly, some customers have filed small claims lawsuits.
Consumer assistance services like FairShake.com offers help navigating arbitration actions with Airbnb.
“We’ve seen a big increase in web traffic around Airbnb,” said Max Kornblith Head of Growth at Fairshake in an email.
“We know that both hosts and guests are out there trying to figure out what’s going on and evaluate their options. We think that many guests are giving Airbnb a shot to make things right, but I personally wouldn’t be surprised if those hopes start turning into legal actions if guests and hosts don’t see the company as stepping up here.
View Comments (154)
What guests need to understand about AirBNB is that AirBNB hosts are NOT part of a major hotel chain like Sheraton, Hilton, Ramada Inn or Hyatt Hotels. We are small business owners. Our margins are microscopic. We cannot make up the difference from a cancellation with the small volume of business that we do like a hotel does. We generally only have one or two rooms available to house guests. If a guest books a room two weeks ahead and then cancels two days before arrival, we have no way to recover that time period to advertise the room. If we allow the cancellation, we probably will not be able to rent the space on short notice -- and if we are it is because we had to dramatically lower the price to get the booking which means we made nothing on the booking. This is not how to operate a business. We hosts publish our cancellation policies -- the guests accept the cancellation policy upon booking.
AirBNB's COVID-19 extenuating circumstances policies allowed guests to cancel reservations when the pandemic was unforeseen -- by ALL OF US. Guests were allowed to cancel and hosts lost money ( including me ). AirBNB made their March 14 cut-off date for their COVID-19 extenuating circumstances policy clear to any guest who booked after that date -- that the normal host cancellation policy would, going forward, APPLY. The guests who are complaining now are trying to avoid the normal contractual terms that they were made aware of when they took the booking and are trying to use the pandemic to excuse themselves from the contractual terms they agreed to.
Contractually, yes makes perfect sense. However, knowing that this business of renting out rooms has slim margins was a risk you were willing to take. Not many people could’ve predicted such a devastating pandemic, but since this is the business you chose, this is the risk that has been triggered. It is not fair for a guest to have to pay for a trip they can’t go on because a Global pandemic is occurring and that would literally risk lives. It sucks that you’re losing out money as a host, but yo, if you’re willing to ride on the busy season with higher booking prices, unfortunately now is the time to ride on the most devastating of waves. Stay safe.
Yee-ha girl! I just got shafted, so I will never do Airbnb again (that is until after I use my very generous "travel credit").
and realize that once you use your 'coupon" with its expiration date, if you cancel again, no matter the policy, you're coupon is GONE. No money back. No recourse.
Additionally, you can only use one of your "coupons" per reservation.
Right now, I am waiting for another team to contact me because most of my travel "credit" is not visible in my account (a 'known problem) but worse, does not appear when I go to pay for a new booking.
I have been an Airbnb user for 10 years, but this has crippled our relationship and I will look to go outside of the platform(book directly with folks with whom I have established a relationship) or book at completely refundable places only.
Hey Daniette! I am experiencing the same issue. We qualified per air bnb Covid-19 terms for either a full refund in the form of a "travel credit" or 50% cash back refund. Since then they have changed it to a full cash refund. We chose the full refund in a "travel credit". We live out of state and had to return to Arizona to the Mayo Clinic as my husband had a total laryngectomy secondary to vocal cord cancer during the pandemic. We booked an air bnb for two nights for an appointment at the Mayo Clinic, as we would rather be home. Now today we were attempting to get another air bnb as we have to return for yet another appointment. Our "travel credit" does not appear and is not applied at check out. I called and waited on line for almost 30 minutes only to be told that "It was a coupon and the coupon can only be used once and that we used it on our last booking." I was on the phone with them for 1 hour and 25 mins to be told the supervisors have gone home and that they would call me tomorrow. Our travel credit was $1864.45 and our last air bnb was $340.52. It did not state anywhere about it being a coupon in the terms and conditions of the "coupon". The email we received stated it was a travel credit and per air bnb's website those seem to be two different things. When checking out for our last trip it subtracted the money right away and was not in the form of a "coupon" as there is a choice to enter in a "coupon code", this is not a coupon but a travel refund. For God Sakes it was during a PANDEMIC and we cancelled April 20 and had no problem from the Host as they were supposed to be compensated from air bnb, which at this point I seriously doubt they have been compensated. So sad, if we don't get the rest of our money back we will never use air bnb again and will continue to fight for our money as they are exploiting during a global pandemic.
No, under a disease epidemic like this that is unforeseen, you as a host did not lose any money. In fact, no Host lost any money because no one would have booked or will book your place under these circumstances. Under any other circumstances (like personal health issues or family issues or some other emergencies), then I would side with the Host since a cancellation means someone else could have rented out your place. But this disease epidemic has pretty much put the travel industry on temporary hold so you're not losing anything since no one will be renting out your place so you're not missing anything. Refusal to refund your guest means you didn't deserve any of that money since the guest will not have stepped a single foot in your doorway. If anything, the guest would be pissed and will most likely never do business with Airbnb and their asshole hosts ever again.
if you are renting your property it is a business and with that you have responsibility to refund.
owner; to all you happy people got your refund, two words trip insurance.we lose thousands and all of you wait a few day before then no time to rent. thank you airbnb;but you never will rent any of my house again.there is no airbnb with our supply.
When we tried to purchase trip insurance no one would sell it in our time frame. Insurance only works if there is a profit margin. Global pandemic mean no margin.
WE booked the trip of a lifetime since my husband retired after 50 years in government service and the military. WE planned for a year for a 4-month trip to Europe beginning on 11 May and ending 26 August with our return to the US. WE booked multiple AirBnBs across Portugal, Spain, France, Italy, Switzerland, Germany, Austria, Slovenia, Croatia, Belgium, The Netherlands, and Great Britain. Most owners were really great and refunded us. AirBnB is holding $3000 in service fees and will not return them. How is this fair when I cancelled every reservation on 11 March when TAP Portugal cancelled my flights to Lisbon. A few greedy AirBnB owners - 1 in Eze, France - refuses to refund any of our money. This is unacceptable and shows that customers are not cared for at all - do the hosts not understand that they've done more harm than good.
So answer this. We reserved a rental on Kauai. We rented on May 4,2020. Hawaii quarantine was supposed to end June 1st. Hawaii extended the quarantine through July 31. According to a proclamation by the Mayor of the county of Kauai, in reference to the original March 22 mandate by the governor of Hawaii....regarding short term rental, transient vacation rental or home stay operations. No one that falls under the mandated self quarantine is allowed to stay in these properties UNLESS they are the owners of the property. We asked for a refund. The owner said no. This actually sounds criminal to us. We fully intended to keep our reservation and take our vacation but we aren’t allowed by the Hawaiian State government to even stay there! We can’t even rent a car there to get to the rental we are not allowed to stay at. We only found this out While trying to get a refund. This host literally rented a condo to us that she legally was not allowed to rent out. She is hiding behind the policies of Airbnb to steal money. So who Do you think is trying cheat the system?.....can’t wait for your answer. Spoiler alert, we have already contacted the mayors office of Kauai county and the Attorney generals office.....an investigation has begun......Someone has been busted......stay tuned,
How did this turn out? I had same situation and just filed suit against Airbnb today. Made reservation, 3 hours later Host messages us to say they cannot honor the reservations due to existing order, ask for a refund, and they refuse. $3,500. And Airbnb fought us non-stop with AMEX. See them in court.
Oh yes ? and what about if you make and pay for a booking and realise that the place you booked stated was an entire suite and then find out that is actually just a room in someones apartment and so promptly cancel within 15minutes! Then discover that the owner is refunding you only 80 dollars??? off $300!! I would say that is a total rip off
I got shafted for $1100. Wedding was canceled so I canceled Airbnb 2 weeks prior to them extending there cancellation dates. Because i canceled before the updated policy i'm out of the money. Airbnb contacted the host and asked for a refund, however the host said no. what the F'!
If the margins are microscopic you need to go in another line of business! Charging for services not rendered through not fault of their own or b/c they don't want their whole family to die b/c of the virus is beyond appalling!!!! Refund the money and apply for a small business emergency loan until the pandemic is over.
Totally understand this explanation. But in my case my host was a skyscraper building management company in Hong Kong. I cancelled 17 days in advance and based on the current market situation, rooms are empty. And the end result was I was refunded zero based on this extenuating circumstances policy. I lost $2,000. I’ll never use Airbnb again, and will make sure everyone in my company and everyone I know hears my story.
Now that Comicon and the Anime convention were cancelled which are in July and outside the May 31st window will people qualify for refund since that was the only reason behind their travel?
Don't count on it. Airbnb screwed me out of my refund as I was headed to London for The Open in July which was cancelled due to COVID-19. They basically said since their extenuating circumstance policy does not cover that date that is the end of the story. I have gone back and forth with them on this and have taken this dispute now to my credit card company to get my money back. They have no sympathy whatsoever for customers and this was an ideal time for them to show how they value their customers especially after securing $1 Billion.
I'm in a similar predicament. Did your credit card company get your money back? I'm trying to decide what to do. It's been a nightmare.
I had a two week trip in the UK and Airbnb and the two of the hosts would not refund my money for a trip I could not take. There was
no flight because it was cancelled.
I will NEVER use Airbnb again, only local rental companies.
To "host" above
Everything you say makes perfect sense for normal travel and normal cancellations. However cancellations due to the coronavirus were not going to be rebooked no matter how long or short in advance they were cancelled. Hosts were not out potential money that could have come in from another renter. People aren't traveling The potential of your room/home being booked for the same dates by another renter were none. I don't think that a host, during this time, should be refusing to refund especially if they were not out of pocket any money. If I am missing something, please explain.
Exactly!
if you are renting your property it is a business and with that you have responsibility to refund.
@Christina Perhaps I need to explain one more time: Guests who made reservations after March 14th KNEW about the pandemic. They also KNEW about the cancellation policy. The guests CHOSE to book anyway. Hosts do take risks that the business will suffer losses -- as all businesses do. However, to reduce risks, we have cancellation policies -- like airlines that have only one seat flying at a date and time. If you don't show up for your flight -- you don't get your money back. Guests agree to take risks when they agree to the cancellation policy. The guests should have taken out travelers insurance. And, BTW, we are hosting traveling nurses and other medical professionals who are working to fight this virus. So, you are right about one thing, we are taking lots of risks.
@Jenny "Now that Comicon and the Anime convention were cancelled which are in July and outside the May 31st window will people qualify for refund since that was the only reason behind their travel?" So, now AirBNB hosts are supposed to take responsibility for convention cancellations? This is ridiculous.
@To: AirBnB Host SouthBay "The potential of your room/home being booked for the same dates by another renter were none." You are wrong. We switched to longer term bookings and we are doing fine now.
COMPLETELY agree. I actually had back-to-back month long stays booked plus one shorter one for the 4th. People are ready to travel, typically by car. (Maybe not those here.) Yet the losses for a two-week cancellation from March still hurt. We're all hurt by this company. Instead of fighting, I hope we can show both sides.
In short, it's just good business practice. It's a pandemic, yes, no one wins, but you need to practice good business. Being reasonable isn't harming anyone. We tried to move the reservations to another date and were denied and denied a refund. We are State workers that had any and all time off put on hold and were given extra duties as "essential workers" having to fill in other duties due to the affect of the virus. We gave plenty of notice of this and nothing. AirBnB covers themselves well. I'm just thinking some good customer service and appreciation should come in somewhere. Being avid and top rated users, I would think it would be noted. In the end, money is money, which at this time is just sad and bad business. Will we use again, sure, but it's a bad taste now.
I am an Airbnb host and guest. I am losing money from canceled reservations and from canceling an upcoming vacation. I happen to agree with the full refund policy. I see the cancellation of my Airbnb as a small part of a larger heartbreak - canceled graduations, canceled weddings - and would not want to add to that stress. However, from a guest point of view, I am appalled that Airbnb is keeping its service fee. Hosts can lose income, guests can lose fees, but Airbnb can keep its piece of the pie? This makes me unwilling to book with Airbnb in the future. I know I am not alone. Airbnb's handling of the pandemic has been very shortsighted. As a host, I am paying a price now, but Airbnb's policies are going to insure that I will be paying a price in the future too, as fewer and fewer people trust Airbnb to be their booking site.
exactly
Well said. I think AirBnB is profiting from this pandemic, which is shameful. On March 3rd I booked an AirBnB in England for June 19th to the 26th. On March 12th I canceled, before the WHO declared a global pandemic, and received a full refund from the host. However, Airbnb will not refund the service fee. England has been on lockdown since mid-March, which means I could not go there even if I wanted to. When I first requested a refund I received several messages saying they were working on reservations for April and to wait until after May 31st, at which time I would “most likely” receive a refund. This week I received a message saying my reservation did not fall under the extenuating circumstances policy. WHAT?! If a pandemic is not an extenuating circumstance, then what is?! I called American Express and they are disputing the charge.
I have been using AirBnB over four years and always had positive experiences. I recommended them to friends as not only a less expensive way to travel, but as a way to meet and interact with people who live in the places visited. I made overseas friends through AirBnB. That has changed. I am so disappointed with their response during this crisis. People are dying and we have been told to stay home. We have no control over this situation and AirBnB is taking advantage and treating its customers very badly. I have to believe this will come back to bite them big time.
I made my reservation before March 14th (March 3rd, to be exact) and canceled on March 12th, so I did not “screw up.” I am, however, getting screwed by AirBnB by their refusal to refund the service fee. So you gave someone a bunch of pots and pans and that somehow makes you a hero? A hero would not justify a business that refuses to do the right thing.
You know all this AirBNB hate is really amusing when you consider the fact that, in the Bay Area, there is utterly NO COMPARISON between the value of an AirBNB stay and a hotel stay in the Bay Area. If people want a hotel experience -- with room service, daily maid service and no cancellation penalties -- they should go stay at the Four Seasons. And, BTW, I am a Super Host and our guests are happy, cared for and very comfortable. ( I just gave a young Chinese student a bunch of plates, bowls, cutlery, pots and pans so she could set up her kitchen in her next accommodation -- because she didn't have anything. )
The fact that guests want to excuse themselves from the normal rental agreement terms and blame the pandemic WHICH after March 14th THEY WERE VERY AWARE OF ... is just people wanting to blame someone else for their screw up.
Given the value proposition of AirBNB, I am certain that AirBNB's business will be just fine going forward. And, I think AirBNB did a great job with their handling of the pandemic. Their response has actually been exemplary.
Here are some of their programs:
* Introducing frontline stays for COVID-19 responders
https://www.airbnb.com/openhomes/covid19relief
* $250M to support hosts impacted by cancellations
https://www.airbnb.com/resources/hosting-homes/a/250m-to-support-hosts-impacted-by-cancellations-165
* Cleaning guidelines to help prevent the spread of COVID-19
https://www.airbnb.com/resources/hosting-homes/a/cleaning-guidelines-to-help-prevent-the-spread-of-covid-19-163
* Coronavirus updates
https://www.airbnb.com/resources/hosting-homes/t/coronavirus-updates-34
I made my reservation before March 14th (March 3rd, to be exact) and canceled on March 12th, so I did not “screw up.” I am, however, getting screwed by AirBnB by their refusal to refund the service fee. So you gave someone a bunch of pots and pans and that somehow makes you a hero? A hero would not justify a business that refuses to do the right thing.
Heh. A little late to this conversation, but I made my reservation in Spain in JANUARY - long before anyone knew of the exten tof the pandemic. My flight was just cancelled. I STILL can't get a refund because the host will not agree. I will NEVER use AirBnB again which is a shame for those hosts who are for the most part understanding and reasonable.
How about for people who booked 2 months? My reservation was Feb 1- March 31st. We stayed for a few weeks working. Our project got stopped short March 13th due to COVID and state lockdown. We left the city and went home that day. I lost out on $2k in rental fees for the last 2.5 weeks. Airbnb said they can’t help me and the host pretty much said FU. So I agree with others, Airbnb is in hot water and we will NEVER use their service again. We lost all our business the same as everyone else in this pandemic. Most everyone else was willing to work with cancellations and understanding of the grave situation.
How about for people who booked 2 months? My reservation was Feb 1- March 31st. We stayed for a few weeks working. Our project got stopped short March 13th due to COVID and state lockdown. We left the city and went home that day. I lost out on $2k in rental fees for the last 2.5 weeks. Airbnb said they can’t help me and the host pretty much said FU. So I agree with others, Airbnb is in hot water and we will NEVER use their service again. We lost all our business the same as everyone else in this pandemic. Most everyone else was willing to work with cancellations and understanding of the grave situation.
I stayed 2 weeks of a long-term booking in early-mid March, then had to flee NYC just as it was locking down for the pandemic. I got charged for a month and a half stay -- the COVID refund policy doesn't apply if you already started your stay! So I'm out over $6k, though the rent for the time I actually stayed is only about $2k. This is criminal. Policies that aim to trap people in dangerous plague outbreaks need to be punished severely. Policies that rob customers during global emergencies need to be punished, if by no one else, by the marketplace. AirBnB has shown itself to be irresponsible, untrustworthy, and unfit to continue as a going concern. Shut it down.
We booked in November for summer travel, like most people who plan ahead. We are in a state of emergency, everywhere, when will AirBnB extend the May 31 cancellation to cover the summer travel season?? Complete BS!!
Exactly. We booked our June European vacation in November. We have reservations in countries that have closed borders. We cannot go. Airbnb needs to extend the policy and actually follow through on the refunds. When Delta is doing a better job than your company, it is time to re-evaluate.
Exactly. The once in a lifetime trip is out. Our week in Paris (as teachers we have been saving a long time for this), is out obviously but our stay was to start 8 days after June 15th cutoff date. June 15th? That doesn't make any sense. So our host gets several hundred dollars from us but could still rent out his place. I do feel for hosts that are losing money but I did not think being an Airbnb host was a "small business." I feel we should at least get Airbnb credit. Even if my host allowed it, there is no way we can schedule a week in Paris now in a year or two with so much work and financial insecurity. Yes, Airbnb needs to extend policy.
Yep. My Hawaiian vacation in June was booked in October. Kauai is requiring 14 day quarantine if you arrive (for a 7 day trip??) And do you REALLY want someone who is flying out from LAX? I don't think so. I'm waiting to see if AirBNB extends their date past May 31.
Here’s the deal ... I was willing to offer a full refund to anyone who cancelled March, April, and May reservations in March and April. But for travelers that were waiting to see if the event they were attending was cancelled before they requested refunds after knowing for months now about CoVid.... this tells me they would have traveled for a concert or a wedding should it have gone on. Meaning they would have taken the risk to attend should it have not been cancelled. For all those who waited and did not want to get ahead with f this and were not concerned about risk in the summer but now want out just because the event was cancelled... no I am sorry. That’s not how it works.
You don’t get to just cancel and be refunded in full because your concert isn’t going on.
This is business. And guests should check the cancellation policies for their accommodations before booking. If you want that kind of flexibility you can book a place that has a flexible cancellation policy. Those reservations can be cancelled even close to check in. That is what differentiates those who rely on this business for main income and those who do it just on the side and it is not paramount to their ability to pay bills ect.
You had an opportunity for over a month to think ahead and make the adjustments for your own pocketbook ahead of time and we hosts have the right to do the same now.
Other hosts are not willing to refund reservations cancelled in March. The "policy" is that hosts can do whatever they want, which is not a responsible way for AirBnB to run its business. Anyone who books a stay through AirBnB going forward is a complete fool.
Where can we sign up for a class action lawsuit? I've run into the situation where a guest booked in June for a July visit, then told me they were going to cancel because they had planned to go out to bars and party, but everything was closed. I told them that everything was actually open in the beach town, and would not refund them the money for their stay. After they heard things were still open (which they could have found out on the Internet) they started giving me weaker and weaker excuses. They then went to Airbnb and told the company that someone in their traveling party had COVID. Airbnb tells me the documentation was produced for a COVID diagnosis. But what I strongly suspect - given that the guest did not tell me through all of her dozens of messages asking for a full refund and giving me all different reasons - is that yes, an actual doctor's note with a COVID diagnosis was produced, but there is no way that Airbnb can prove that that person actually was going to be a guest at my place. I am 100% certain they had someone else they knew give them a copy of that diagnosis.Then they maybe added the guest to the reservation at that time -- probably at Airbnb's suggestion. When I ask Airbnb when that person who was diagnosed with COVID was added to the reservation (was it at the time of booking - because I certainly didn't see it ever) or was it at the time that the guest was trying desperately to cancel -- after booking a stay four months into the pandemic?