(NewsNation) — Airbnb is getting backlash after initially failing to cancel one woman’s booking for a property near the Palisades Fire ravaging Los Angeles, California.
Ana Mostarac wrote on X that the company “failed in the moment when it matters most.”
When Mostarac realized the property she’d be staying at was in the danger zone around the fire that started Tuesday, she says she reached out to Airbnb support to rebook her somewhere further away.
An Airbnb support ambassador replied to Mostarac saying, “This cancellation is not covered under our Major Disruptive Events Policy.”
That response went viral, with over 7 million views and 173,000 likes on X.
After criticism on social media, Airbnb ended up giving Mostarac a full refund, and told NewsNation in a statement that its “major disruptive event policy is currently in effect for impacted areas of southern California.” That means guests with an eligible booking can cancel for a refund.
“Our thoughts are with everyone affected by the fires,” the statement said. Airbnb clarified with NewsNation that Mostarac booked her property after the wildfires started, which is why she wasn’t eligible for a refund to begin with.
Wildfires prompt companies to waive fees
Almost 180,000 people are under evacuation orders because of wildfires in the Los Angeles area.
Airbnb said it is partnering with local organizations and 211 LA to offer people free, temporary housing.
“Stays are completely free for guests and are funded by Airbnb.org and the generosity of Airbnb hosts — many of whom offer their home for free or at a discount through Airbnb.org,” the company said on its website.
Other companies are doing what they can as well. Major airlines such as American, Delta, Southwest, United and JetBlue are offering waivers of cancelation fees for flights and airports in and around the Los Angeles area.
