A Melbourne mother, Delliah Ledda, has found herself in a difficult situation after being forced to cancel her New Year’s Eve celebrations due to a diagnosis of aggressive stage-three breast cancer. The cancellation has led to a battle with Airbnb over a refund of $2,500 for a property booked in Glenelg North, Adelaide.
Ms. Ledda had planned to celebrate the New Year with her family but was diagnosed with cancer just weeks before Christmas. Her oncologist emphasized that immediate treatment was essential, leaving her with no option but to cancel her holiday plans and spend the holiday in hospital undergoing urgent chemotherapy.
Struggles with Refund Requests
After receiving the devastating diagnosis, Ms. Ledda attempted to reschedule her planned ten-day trip. Unfortunately, there were no available dates that would allow her to keep the original schedule. Following this, she formally requested a full refund, providing a letter from her oncologist to support her case.
Despite the medical documentation, the property owner denied her request. Furthermore, Ms. Ledda’s sister, Stephanie Casauria, who is a lawyer, spent approximately three hours on the phone with Airbnb to discuss the situation. Despite their efforts, the company also declined to issue a refund.
“Even when there is a policy, there’s always discretion,” said Ms. Casauria. “My sister shouldn’t be going through what she’s going through and having to deal with this on top.”
Airbnb’s cancellation policy includes provisions for pandemics, travel restrictions, and natural disasters, but does not cover life-threatening illnesses. The family was informed that a full refund is only granted in the event of a death of a relative.
Lack of Empathy in Policy
Ms. Ledda expressed her disbelief at what she perceives as a lack of empathy from Airbnb. “I just couldn’t believe the lack of empathy,” she stated, reflecting on the emotional toll of her situation. The refusal to refund the booking, despite her stage-three cancer diagnosis, has exacerbated her financial burden during an already challenging time.
Inquiries made to Airbnb Australia regarding whether a diagnosis of stage-three cancer qualifies as a valid reason for a refund went unanswered. The company was also asked if it plans to consider policy changes to accommodate sudden medical emergencies like Ms. Ledda’s case.
As of now, Ms. Ledda and her family remain out-of-pocket and are awaiting a response from Airbnb. The situation highlights the challenges faced by individuals dealing with serious health issues while navigating the complexities of travel plans and cancellation policies.
