An upset traveler is accusing Airbnb of refusing to provide a refund and rebooking options after she tried to cancel a vacation rental close to the dangerous area of the Los Angeles wildfires. The rental company has responded to the situation in a statement to the Post. Ana Mostarac shared her experience in a post on Tuesday night while the wildfire was devastating the affluent West LA region, destroying cars, schools, and multi-million dollar homes. Mostarac, who had reserved a vacation rental near the Pacific Palisades area, contacted Airbnb to ask for assistance in finding alternative accommodations away from the danger zone. Despite the unforeseen circumstances, the rental company declined the financial executive’s request, citing that it did not fall under their disaster policy. Mostarac expressed frustration with Airbnb’s response, criticizing their lack of consideration for the situation. She received support from viewers who sympathized with her situation. Airbnb later explained that the initial refusal for a refund was due to the booking being made after the wildfires had already started. However, as a goodwill gesture given the evolving circumstances, the company reached out to offer a full refund. They referenced their Major Disruptive Events Policy, which allows guests to cancel and receive a refund if their reservation is impacted by significant events that prevent its completion. This policy supersedes the standard reimbursement rules and takes into account natural disasters that hinder the reservation process.
The Event is expected to hinder or legally forbid the fulfillment of reservations within a specified area and timeframe. Reservations made outside of this defined scope and timeframe may not qualify. The precise whereabouts of Mostarac’s Airbnb rental remain uncertain. The Post has reached out to the company for a response.
