Back in December 2023, Taylor Stephenson, a technical project manager at TPG, and his wife snagged tickets for the final date of Taylor Swift’s “The Eras Tour” in Vancouver, British Columbia, which would take place a full year later, in December 2024.
Knowing that accommodations would be in high demand, the couple headed straight to Airbnb after securing their concert tickets. Scrolling through the listings, the couple couldn’t believe their luck when they soon found the perfect vacation rental. The two-bedroom apartment was spacious, economical and within walking distance of BC Place Stadium, where the tour’s final concerts would be held.
Within minutes of booking the vacation rental, the Airbnb host sent a confirmation to the Stephensons. And just like that, everything was set for their trip to Vancouver to see the last “Eras” show.
For the next 12 months, the couple and Stephenson’s sister-in-law happily looked forward to the big event.
And then the travelers’ luck ran out.
A last-minute Airbnb cancellation before a sold-out concert
Just three weeks before the concert, Stephenson received an abrupt cancellation message from the Airbnb host. The woman who had previously been quite cordial to the couple sent just five cold words that put their entire trip in jeopardy.
“Sorry. Place no longer available.”
Of course, by then, the cost of hotels and vacation rentals in Vancouver during the concert dates had exploded into the stratosphere. Also, the limited available properties were not comparable to Stephenson’s original Airbnb, either in size, location or comfort.
With time running out, the couple hoped TPG could step in and help. They only wanted what they had booked: a comfortable apartment within walking distance of the concert venue. And, of course, they wanted to pay the price they’d agreed to a year earlier.
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But what do Airbnb’s terms and conditions say a guest is owed if a host cancels their vacation rental at the last minute? The answer might surprise — and disappoint — you.
Hoping the Airbnb host made a mistake
Initially, after receiving the sudden no-context cancellation message, Stephenson hoped there had been some mistake.
After all, the sold-out concert dates were right around the corner. Anyone attending the show certainly had booked their hotel or vacation rental long ago. There was no way Airbnb could allow this host to cancel and leave them stranded like this, Stephenson thought.
Before contacting Airbnb, he attempted to get some clarification from the host about why the vacation rental was suddenly unavailable. He still had a little optimism that this cancellation could be reversed.
“She [the Airbnb host] never answered,” Stephenson told me. “After she sent that cancellation message, we were on our own.”
It’s not unheard of for ethically challenged Airbnb and Vrbo hosts to cancel on their guests during major events if they get a better last-minute offer. To be clear, we did not find evidence of that being the case here since the host went fully incommunicado. However, the circumstances remain mysterious.
With no further communication from the host, Stephenson and his wife turned to Airbnb for emergency rebooking help.
That’s when the situation took a further turn downward.
Airbnb offers a somewhat comparable unit … for $600 more
Stephenson’s wife, Laura, took the lead in trying to get assistance from Airbnb. The group needed a replacement vacation rental ASAP. However, she quickly got caught in a frustrating feedback loop with the listing giant, possibly due to the use of artificial intelligence.
Through the Airbnb resolution center, the agent suggested three substitute properties. All available vacation rentals came at a higher cost — several hundred dollars more — and none seemed to be within walking distance of the stadium. That detail was of particular importance to the group, who would not have a car.
“We didn’t want to be walking for miles before and after the concert in the freezing Canadian winter!” Stephenson told me.
Then, the Airbnb agent found a suitable vacation rental in a walkable location. He said it would cost the couple just $28 more than they’d already paid for the original property. That seemed acceptable to the Stephensons. However, the cost ballooned when they tried to confirm the booking.
“Originally, the Airbnb representative quoted us a fee of $28,” Stephenson reported. “But then the invoice we had to pay to book the property had an additional $600 because of a cleaning fee.”
Back to the drawing board.
The couple had no intention of paying a $600 cleaning fee for a three-night stay. But now it seemed that Airbnb was out of options for the Stephensons.
Airbnb’s AirCover addresses last-minute host cancellations
Unfortunately for Airbnb guests, when a host bails at the last minute during a major event where replacement properties are limited, a refund may be the only thing an Airbnb agent can provide.
Airbnb’s AirCover for Guests policy covers all bookings made directly through the platform. The policy details what Airbnb will do for guests if their vacation rental becomes unavailable within 30 days of the reservation dates.
The policy states, “Every booking comes with AirCover for guests. If there’s a serious issue with your Airbnb that your Host can’t resolve, we’ll help you find a similar place, depending on availability, at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.”
Because there was very little availability in Vancouver during the concert dates, the Stephensons now appeared to have just three choices — none seemed fair.
- Accept a property outside of the city.
- Pay hundreds of dollars more to stay in the city at a noncomparable property.
- Accept a refund and look for a replacement property or hotel on their own.
But then Stephenson thought of one other option. As a technical project manager at TPG (but a civilian traveler), he thought we could help.
Will Airbnb provide the help these guests need?
The clock was ticking when Stephenson’s urgent request for help hit my inbox. I hoped we could assist, but unfortunately, if no substitute Airbnb properties were available, I thought the couple might have to adjust their expectations and stay outside the city.
Reading through the paper trail the Stephensons had collected, it seemed clear to me that the host had canceled to rebook at a higher rate, because she provided no explanation for the vacation rental’s unavailability. In all previous messages before she canceled the reservation, she had been friendly and helpful, giving tips and local suggestions for the group.
After she sent her abrupt cancellation message, there was just silence.
Obviously, there are times when a host must legitimately cancel a reservation. If something inside the vacation rental breaks — like a water heater or the heating system failing in the winter — the Airbnb host may have no choice but to break the contract.
Transparency is crucial for Airbnb hosts to maintain their status as reputable “businesses.” A host canceling without explanation three weeks before the reservation, which happens to be during Taylor Swift’s final concert, is the opposite of reputable.
Asking our executive contacts at Airbnb
Unfortunately, as a consumer advocate, I receive a lot of these types of requests for help. Over the years, blindsided customers of both Airbnb and Vrbo have contacted me after a host has left them without a place to stay at the last minute.
In some of those cases, Airbnb has forced the vacation rental host to uphold the reservation that they clearly canceled for a cash grab. Of course, this type of situation could make for an uncomfortable stay, but I thought it might be one option in this case. The other option would be to put the Stephensons in a more expensive property and either the original host or Airbnb should cover the upcharge.
It was time to ask our executive contacts at Airbnb what they thought should be done for the Stephensons. This team is not customer-facing, but they are executive problem-solvers I can contact as a consumer advocate and media member.
Here’s an excerpt from our correspondence.
“… A few days ago, this host (****) just casually sent a text to the couple that she had to cancel. No explanation. It seems obvious that she rebooked the property for more money for the concert, but of course this left the couple without any place to stay for the concert.
An Airbnb agent has been helping this couple to find an alternative place, but all of the properties are inferior, further away and more expensive. At this point, the property that Airbnb suggested, that the couple is leaning toward accepting (since they have no other choice), is going to cost them an additional $600. This doesn’t seem fair since they booked the original property a year ago. The host is clearly doing something sketchy here to make extra cash, but that scheme shouldn’t cost this couple additional money.
Could your team have a look at this and see what can be done here? Thank you! 😀”
The good news: Here’s a (mostly) comparable Airbnb at no expense
The good news for the Stephensons came very quickly. Airbnb found the couple a lovely replacement property. Unfortunately, it was not comparable in size, but it was within walking distance of BC Place Stadium, which was the most critical part of this equation.
The replacement Airbnb was a smaller one-bedroom instead of a two-bedroom. Laura’s sister had to sleep on a pull-out couch instead of in a separate bedroom. But it could still accommodate them all, so they accepted that resolution.
In the end, Taylor, his wife Laura and her sister Hannah had a fabulous time in Vancouver and these Swifties can’t wait for the next tour to come around.
What if your Airbnb host unexpectedly cancels your reservation?
The good news is that last-minute cancellations are not common on the Airbnb platform. That’s because hosts are financially and algorithmically penalized in the listings when they cancel a guest’s reservation within 30 days of the check-in date.
But here are a few things you can do before choosing a vacation rental that will lower your chance of booking with a less-than-reliable host — and what to do if it’s already too late.
Look carefully at reviews
Before booking an Airbnb, you should look for reviews from people who’ve stayed there previously. Unfortunately, because Airbnb doesn’t allow guests to review properties they’ve not actually stayed in, you won’t be able to tell if the host has canceled previous rentals. But you can review whether this host was attentive to their guests who completed a stay.
Most hosts willing to cancel you at the last minute to make more money booking a new reservation also aren’t very interested in taking care of their guests, and that comes through in reviews. So, always look for clues in those reviews that the property’s host or co-host isn’t guest-friendly.
Always keep conversations with the host on the Airbnb platform
Do not accept calls from an Airbnb host to discuss your reservation. All conversations should remain on the Airbnb platform in its own message center, which the company can also access. I’ve mediated many cases in which the guest and host have vastly different understandings of what was said between the two.
When the problem escalates to Airbnb, those stored conversations will be used to support your position. If you’ve taken your conversations off the platform you won’t have the proof you need to easily fix your problem.
Never cancel your Airbnb at the host’s suggestion
I have also seen unreliable hosts encourage their guests to cancel the reservation so they (the host) don’t have to do it.
This Airbnb host was upfront and didn’t mess around. They canceled the reservation and didn’t attempt to coerce the renter to cancel. But many Airbnb hosts will make that attempt before they cancel your reservation.
If the guest cancels, Airbnb will consider the reservation closed and immediately release the funds to the host. If you were hoping to get your money back, you would now face an uphill battle because you canceled the reservation, not the host. Airbnb will apply the cancellation penalties to the renter.
So, never cancel an Airbnb reservation at the insistence of a host. It is their responsibility to cancel if they can’t fulfill the rental contract terms.
Escalate your request for help to Airbnb
If you’re battling Airbnb for a refund or need rehousing, you may need to escalate your complaint. Unfortunately, much of the front-line assistance at Airbnb is handled by artificial intelligence and call centers sourced from abroad. Increasingly, travelers find it difficult to reach someone within the company who has the authority to fix problems for customers.
My consumer advocacy organization Consumer Rescue can help you reach a customer-facing executive. If you are having a problem with Airbnb (or any other company), you can send a request to my team, and we’ll give you the most current contact information for an executive person there who we know has a history of helping customers. All of our services at Consumer Rescue are free.
Bottom line
Unfortunately, vacation rental owners sometimes cancel their guests’ reservations at the last minute to relist and make more money.
The reality is that there isn’t a lot you can do if you meet up with an unethical Airbnb host willing to sacrifice their reputation for dollars. If it happens to you and no comparable places are available, you’ll need to be flexible. Also, be prepared to bring your request beyond the front-line customer service … maybe even to TPG.
Remember, if despite your best efforts to resolve an issue with a vacation rental agency, cruise line, car rental company, or airline, you’re still hitting a wall of resistance, TPG is here to help. Send your request for assistance to ombudsman@thepointsguy.com and I’ll be happy to try to fix your problem, too.
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