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I know the past month has not gone as planned for many people, here's what that's been like for my family. For the 1st time since our medically-complex daughter was born 3 yrs ago, my husband & I planned a March trip to Tahoe. We've never been @TurnKeyVR @VBRO @Airbnb @AirbnbHelp
When COVID-19 picked up speed, we acted quicker than most knowing we had to protect Catie w/ congenital heart defects & on immunosuppressants. We couldn't risk traveling. So we reached out to both rental properties, offered medical docs, asked 4 refunds @Airbnb @VBRO @TurnKeyVR
We were told no by @TurnKeyVR. Offered a credit to rebook w/in a year. Must be at same property & if new dates cost more, we had to pay the difference. We pressed for a full refund, not knowing if/when we can safely travel. Again, told no.
Couple weeks go by, @TurnKeyVR robots keep texting auto updates about upcoming stay. Meanwhile, Calif is shutting down & airline cancels our flights. Even if we wanted to go, we can't. Still, no refund offered. I finally canceled the day of the booking. As of today, no refund.
Now to @Airbnb... at the time we asked homeowner to cancel for refund (which is all documented for Airbnb to see btw) the company was NOT issuing refunds, but to China & Italy. The homeowner wouldn't refund, but let change dates at no additional cost.
A week or 2 goes by... and now @Airbnb is offering full refunds for our original travel dates. I ask for a refund, they say we don't qualify bc now our dates are in August. I explain that was my best/only option at the time to not lose $$. Doesn't matter. @AirbnbHelp
I send medical docs to @Airbnb from my child's Boston Children's care team. Doesn't matter. No refund since she's not traveling with us. Clearly, they don't understand how this virus spreads & why we, her parents, shouldn't be traveling either to protect her.
I've seen companies step up to help & I've seen @Airbnb tout how it's helping renters/homeowners right now. But, they certainly didn't help us. If we had booked through a hotel, we would not be in this situation. Now we are out hundreds that could be using on child's medication
Oh & I learned @Airbnb and @TurnKeyVR hold onto your money until after you stayed in the property. So, that's cool. They're holding my money ransom during one of the worst economic downturns in history.
In the words of Maya Angelou, "People will forget what you said, people will forget what you did, but people will never forget how you made them feel." @Airbnb @AirbnbHelp @vbro @TurnKeyVR I'll never forget this.
@TeejClark this thread might be of interest to you.
