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.
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Airbnb told Ana Mostarac they couldn’t help her get out of her Los Angeles reservationCredit: X / anammostarac
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A home in Altadena, California, burns as over 30,000 people have been forced to evacuateCredit: Getty
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Mostarac wanted to rebook her Airbnb reservation with a home further away from the danger zone of the Palisades wildfireCredit: LA COUNTY
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Residents of a senior center being evacuated from the fire in Altadena on TuesdayCredit: AP
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.”
READ MORE ON THE WILDFIRES
“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…
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.
Horror vid shows two men & dog trapped inside home surrounded by LA wildfires with firestorm inferno raging just outside
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.
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People enter an evacuation zone to take selfies and videos near burning homes at the Eaton FireCredit: Getty
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Los Angeles locals were seen capturing videos of the raging firesCredit: Getty
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 MostaracAirbnb customer
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.
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A Los Angeles county evacuation map showing the Eaton Fire and Palisades FireCredit: LA COUNTY
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The Los Angeles fires are currently ‘zero percent contained’Credit: Getty
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A mansion in the Pacific Palisades neighborhood burnsCredit: AP