CLEARWATER, Fla. — With more and more tourists flocking to our area each year, finding a space to rent can be hard enough.
Imagine, with just hours to go before a spring break vacation, losing your long-term rental — when the host cancels at the last minute.
“It was really stressful. It really was,” said Carol Brennan.
It's not hard to understand why Brennan and her husband, Bob, are so frustrated.
The Airbnb they had rented back in November for a dozen friends and family members, canceled on them just two days before their visit to St. Petersburg.
“You're canceling everything. hotel, car, rental, tickets for Disney World, that were purchased. Tickets for Universal, that were purchased,” said Carol. “And we had no place to go.”
The Brennan's ended up finding another place that was about the same price. With the onset of spring break, their options were limited and ended up being 40 minutes away from friends and relatives in St. Petersburg.
“We weren't very happy about having to come up here,” said Bob. “But it was the only place we had. Or that we could get. And it's very nice, but it's not where we want to be.”
While AirBnB refunded the Brennans, the company, they say, was less than helpful in finding another location.
“We know that it is spring break. That's why we booked ahead of time and thought we had a place,” said Carol. “How could they cancel two nights before? You know? You know? Just can't believe that.”
To help ensure a refund, AirBnB recommends that if a host cancels, click on “cancel reservation,” then choose “my host needs to cancel.” When asked "did the host cancel," answer, yes. Then, click on “ask host to cancel.”
“They promised me as supervisor would get back to me within an hour. Never got back to me,” said Bob.
AirBnB says it also tries to discourage host from canceling at the last minute.
The company says it will deduct a $50 penalty on cancellations outside seven days and $100 on those within seven days of check-in.
The website also generates an automated comment, mentioning the cancellation, and three or more cancellations in a single year could end in a suspension.
With no set policy when it comes to amounts, travel experts say to be persistent, and don’t be afraid to ask for more to help cover the difference it may cost to find a comparable place.
“I want people to be aware that these companies, AirBnB, and whoever, can do this to you,” said Carol. “We don't know why.”
Travel experts also say when you are booking with AirBnB, Verbo or a similar online booking site, consider adding trip insurance that allows you to cancel for any reason so you can also get reimbursed for nonrefundable expenses that stem from the cancellation.