Airbnb is reportedly denying refunds to customers who canceled trips to California because of wildfires in the region.

Screenshots of conversations with Airbnb staff, shared by a customer on X (formerly Twitter), suggest cancellations are not covered under the company’s disruption policy.

Customers canceled their Airbnb bookings in Pacific Palisades due to wildfires affecting the area, which have displaced over 30,000 residents and destroyed thousands of acres.

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Airbnb informed customers that cancellations due to the fires were not covered under their Major Disruptive Events Policy. This meant that the platform upheld hosts’ Strict Cancellation Policies, leaving customers unable to secure refunds.

Ana Mostarac, a customer affected by the fires, shared her experience on social media, saying Airbnb failed to provide assistance or account for the dangerous context. Airbnb’s Response: Screenshots posted by Mostarac show Airbnb’s support staff apologizing but maintaining that their policy did not cover wildfires as a “major disruptive event.”

Impact of the wildfires

The Pacific Palisades fires have caused mass evacuations and disrupted travel to the region, with officials calling for increased firefighter support to control the blaze. California Governor Gavin Newsom acknowledged the severity of the situation, noting the deployment of hundreds of additional firefighters to the area.

Public reaction

Many users criticized the company for not considering the safety risks and for prioritizing strict cancellation policies over customer support. This situation highlights challenges for travelers navigating booking platforms during natural disasters.

What’s next?

No Policy Change Announced: Airbnb has not indicated any intent to revise its approach to cancellations linked to natural disasters. The fires continue to pose risks as authorities work to contain the spread and address safety concerns.

This incident underscores the importance of clear and flexible policies during emergencies, especially in regions prone to natural disasters. Travelers may need to consider trip insurance or alternative accommodations in the future.