Airbnb blasted over ‘inhumane’ LA fire response as customer left with nowhere to go while trying to escape huge blaze
AIRBNB has been blasted as “inhumane” after refusing a refund to a customer who was fleeing her reservation near the horrifying fires engulfing Los Angeles.
Customer Ana Mostarac was initially left with nowhere to escape from the apocalyptic blaze as tens of thousands of Californians have been forced to evacuate while houses burn to the ground in the Pacific Palisades.
Mostarac wanted to cancel her Los Angeles reservation and rebook another home further away from the danger zones, she shared in a post on X.
However, Airbnb originally denied her a refund for her cancellation, telling her the situation was “not covered by our Major Disruptive Events Policy” and that the “Host’s Strict Cancellation policy will apply.”
“As always, their policies failed to account for context,” Mostarac wrote.
“The fires keep getting worse, and unfortunately, many others are probably stuck explaining bushfires to someone in another country right about now.”
“It’s inhumane,” she added in response to another X user sharing a similar experience with the rental platform.
After her post on X, Airbnb changed course and issued a full refund to Mostarac.
It comes as…
- Two people have died in the four wildfires that erupted in Los Angeles
- Officials said the blaze is continuing to grow as the cause is unknown
- The fires have forced tens of thousands to flee as a state of emergency is issued
- All firefighters were called to help as some are reportedly running out of water
- Clip taken from a plane shows the huge scale of blaze
- Reality TV stars Spencer Pratt and Heidi Montag lost their home to fire
- Horror video shows huge flames just feet from house as two men and dog inside
Airbnb told The U.S. Sun the major disruptive events policy is in effect for areas impacted by the wildfire, meaning customers can cancel for a full refund if their trip hasn’t started or a partial refund if they had to cut their stay short.
Hosts can also cancel eligible stays without any consequences.
Mostarac booked her reservation on Tuesday night after the wildfires started, Airbnb told The U.S. Sun.
She said she was trying to book her reservation out of the danger zone, which as of Wednesday morning includes three fires raging in the Pacific Palisades, the northern San Fernando Valley, and Pasadena.
The danger zones include Pasadena, the Pacific Palisades, and Sylmar neighborhoods in Los Angeles.
“It’s not about the money when you’re in the middle of a situation like this,” Mostarac wrote.
“They failed in the moment when it matters most.”
While Airbnb told The U.S. Sun it had reached out to Mostarac to issue a full refund, other current and former Airbnb customers flooded the X post with stories about how they were previously left in limbo due to the company’s policies.
“They did the same to me for a mandatory evac hurricane area + a fire in the Redwoods. I do NOT recommend @Airbnb anymore,” one responded.
Another added, “If you think that’s bad, a few years ago, I had an Airbnb booking in Napa that was surrounded on all sides by fires. There was literally no way to get there short of air dropping in (I told them as much).
“Airbnb wouldn’t honor the cancellation because the area where the house itself was, wasn’t on fire.
“Ultimately, I was able to get a refund because I knew someone at the company and they were able to get it sorted for me internally, but I shouldn’t have had to do that.”
RAGING INFERNO
The Palisades blaze has spread nearly 3,000 acres, reaching celebrity homes including those of Mark Hamill and Spencer Pratt, who was seen watching his house burn to the ground.
Meanwhile, other Los Angeles locals have been spotted taking selfies and filming videos surrounded by the raging fires.
It’s not about the money when you’re in the middle of a situation like this. They failed in the moment when it matters most.”
Ana Mostarac
A state of emergency has been issued as the fire is currently “zero percent” contained, according to the Los Angeles County Fire Department.
Two deaths have been reported in the fires, as well as a number of significant injuries.
Emergency shelters have been opened for Angelenos forced out of their homes.
The fast-moving fires were sparked by a combination of dry conditions and winds over 100 mph.