October 13th 2024.
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A mother from Georgia recently shared her frustration on TikTok regarding her Airbnb booking for a trip to Florida's popular Ameila Island. Despite the impending arrival of Hurricane Milton, the Airbnb host refused to provide a refund for her family's stay. Kaitlynn Thayer, who is a mother of five, expressed disbelief at the host's lack of empathy and humanity in this situation.
Thayer had originally booked the trip in June and as the date approached, she became increasingly concerned about the safety of her family. With weather forecasts predicting severe storms and winds of up to 160 miles per hour, Thayer contacted the host to request a few days' delay for their trip. She wanted to ensure that the host's house had power and that her family would not be using resources that were meant for those affected by the hurricane.
However, the host was unresponsive and Thayer felt that they were trying to ignore the situation entirely. Despite her attempts to reach a compromise, the host only offered to reschedule the trip for a later date after the storm had passed. This was not a feasible option for Thayer and her family, as they had three biological children and two foster children who required extensive paperwork and preparations to cross state lines.
Feeling frustrated and helpless, Thayer reached out to Airbnb for assistance. However, the company informed her that if the host was unwilling to provide a refund, there was nothing they could do. Thayer expressed her disappointment at this response, stating that she knew she was not the only one dealing with this issue. As a responsible parent and foster parent, Thayer wanted to keep her family safe while also avoiding unnecessary expenses for a trip they could not take.
After Thayer's complaint video went viral, she received an update from Airbnb informing her that due to a state-issued evacuation order, a full refund would be granted. Thayer and her husband, David, were grateful for the refund and praised Airbnb's Escalations Team for their assistance. This was made possible through Airbnb's Major Disruptive Events policy, which allows for cancellations and refunds in cases of government travel restrictions or major disasters.
Meanwhile, Hurricane Milton had caused widespread destruction in Florida, leaving homes in ruins and neighborhoods submerged in storm surge. The Category 3 hurricane, with its dangerous and catastrophic winds, made landfall late Wednesday evening and caused chaos throughout the state. Despite the devastation, Thayer and her family were grateful to have avoided the storm and received a refund for their cancelled trip.
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