Let me start by saying that no one could have pred...

Let me start by saying that no one could have predicted the long-term travel effects of Covid 19, so I understand that AirBnb is *probably* doing their best. However in February we booked a 12 day trip to California for my sister's wedding in early June, and unfortunately in April she found that she had to reschedule her wedding due to Covid restrictions. We were able to get our money back (or credit toward a future reservation) with every other entity, Hotels.com, Sixt, and Delta with no trouble. AirBnb seemed to have great Covid extenuating circumstances but at the time they did not include our travel dates (only to the end of May). In late April we contacted AirBnb to ask them what we should do, they said that since we weren't eligible for the Covid dates we could ask our host for a full refund even though they weren't required to give us one. Our host was *amazing* and agreed to a full refund no questions asked. AirBnb told us we just had to request a cancellation and they would work out our full refund with the host. A few days or a week or so later we found we were refunded only part of our fee, and called AirBnb to ask. After hours on hold we finally were told "Not to worry, we will take care of this since it was due to Covid, we'll have our "special ops" team get back to you." Never heard anything, followed up again, was told the same thing "wait for the rest of your refund, don't worry." Eventually someone got back to us and told us "you didn't get your service fee back because you cancelled outside of the Covid extenuating circumstances dates." WE KNOW THAT! We asked them what to do since our check-in was 5 days after your close out dates, and they told us to request a full refund from the host, with no mention of not getting our service fee back. Then we come to find out that days after we cancelled our reservation - *they extended the extenuating circumstances dates to include our travel dates!* So if they had just told us to wait, we would have been fine. And if they would actually have any compassion they would just give us the service fee back they wouldn't lose a future customer. Again, it's not about Covid - it's about their lack of communication and customer service. Never again, AirBnb.