New Airbnb Guest Complaint Policy Tries to Balance 2-Sided Marketplace
Skift Take
Airbnb at times has seemed to lean more toward the rights of guests than hosts while smaller rival Vrbo has done the opposite, tilting toward hosts at some junctures to the disadvantage of guests. Although a host land grab recruitment slugfest is under way, it makes sense to try to carve out a middle ground.
Dennis' Online Travel Briefing
Editor’s Note: Every Wednesday, Executive Editor and online travel rockstar Dennis Schaal will bring readers exclusive reporting and insight into the business of online travel and digital booking, and how this sector has an impact across the travel industry.Airbnb at the end of next month will install a new policy for handling guest complaints and refund requests upon discovery of a problem — and up to 72 hours thereafter — at the property, once again showing the challenges and perils for any online player trying to balance the conflicting needs of two vital constituents, guests and hosts.
Under this update to Airbnb's guest refund policy for bookings made starting April 29, guests will get 72 hours — up from the current 24 — upon discovery of a "travel issue" to contact Airbnb and request a partial or full refund. These sorts of issues might include the host failing to provide the passcode to the lockbox, the owner having an undisclosed person or pet present during the stay, unsanitary or unsafe conditions at the property, or the swimming pool being above-ground when the listing described it as a private in-ground pool, for example.
"Where a guest demonstrates that timely report
