Complaints

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• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a property in ************, **, through AirBnB, to attend a wedding. The rental was booked on 03/10/24. On 04/10/24, I received a call from the bride stating that the wedding was called off. I immediately messaged the host and explained. It stated in their policy, that if I cancelled before 04/26/24, I would receive half of what I paid back. They got back to me, stating that they were going to contact AirBnB on their end to see if the refund got submitted. They got back to me again, and said that it was applied and that yes, their policy states that I would get 50% of what I paid refunded. They asked me to wait 7-10 business days. On day 7, I messaged the host to let them know there was no sign of the refund, and also called AirBnB. Now, all of a sudden, each party was blaming one another, stating that their cancellation policy was strict and each party claimed that there was nothing they could do. AirBnB claims to have "negotiated" on my behalf, and said that Shaw Properties denied a refund - meanwhile, I have in writing from Shaw Properties that I would receive a 50% refund of what I had already paid. They would not work with me at all, and were not sympathetic or empathetic to the situation. I told them I could offer them proof of the bride telling me it was cancelled - they never asked or commented. I also asked for them to work with me and have some ***** and compassion, as I was only asking for half back of what I paid and obviously didn't bank on a whole wedding being cancelled, Shaw Properties response was "This is a business" and again blamed AirBnB. I talked with AirBnB again, who didn't offer any type of solution, and I asked for it to be escalated to a manager. They are saying it will take 24 hours for a manager to get back to me. Obviously the situation all around is terrible, and in no way did Shaw Properties or AirBnB show any type of empathy or offer any type of compromise.

  Business Response

  Date: 05/20/2024

  Our cancelation policy is STRICT i have attached what every guests sees before they book with us

  this customer did not pay in full. there was only a partial payment made and that's why she did not get a refund. that's airbnb policy not ours.

  anything further will need to be taken up with Airbnb. If she has a problem with the cancelation policy thats between her and Airbnb not us.

  I have attached the screenshots. that will confirm its and Airbnb issue. She is filing a complaint against the wrong company

   

  thanks

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