A family’s planned trip to Southern California for the upcoming World Cup has been upended by last-minute changes to their Airbnb reservation, highlighting broader challenges faced by travelers relying on short-term rentals during major events. Jason, a resident of Washington, D.C., had booked a $4,300 Airbnb in La Jolla for his family’s trip to attend two Iran games in Los Angeles, marking a special occasion for his parents’ 70th birthdays. The booking was made in December with a 50 percent deposit.
However, in April, the host contacted Jason to inform him that he needed to rebook under a new host and pay an additional $1,000, with the cost expected to increase further. Jason suspects this change was due to increased demand related to the World Cup. Efforts to resolve the situation through Airbnb’s AirCover policy initially resulted in an offer of a refund or a coupon worth about 20 percent of his deposit—around $430—amounting to significantly less than the additional expenses he faced. Communication with Airbnb’s customer service was described as frustrating, marked by scripted reassurances that failed to address the underlying problem.
According to Airbnb spokesperson Javier Hernandez, the company reached out to Jason and other travelers in similar situations to provide assistance. Airbnb ultimately issued Jason a $5,400 coupon toward a pricier $10,719 booking, acknowledging the increase in costs but still leaving a gap of $1,040. After being informed, Airbnb covered that remaining difference. Hernandez also explained that hosts who cancel are subject to penalties, including cancellation fees of up to 50 percent and calendar blocks to prevent relisting at higher prices. None of the four hosts involved in these cases had rented their properties to other guests during the disputed dates, though alternative private or third-platform rentals could not be ruled out.
Similar stories involve travelers who had reservations canceled shortly before their trips to major events. Ross from Albuquerque lost a $2,577 Airbnb reservation near a music festival in Sacramento and had to find last-minute hotel accommodations, incurring thousands in extra costs despite receiving a refund and a sizable credit from Airbnb. Lesley from Fort Worth experienced a cancellation at Mardi Gras in New Orleans the day she arrived, later receiving a payment covering her hotel expenses plus credits. Sarah from New York City also had a property owner discontinue a reservation in Ann Arbor before her son’s graduation, resulting in significantly higher costs that were partly offset by Airbnb credits.
While Airbnb acknowledges the frustration these cancellations can cause, the company maintains these incidents are rare and noted that last-minute cancellations trigger automated assistance to help guests find comparable stays. Hernandez advised guests facing similar issues to contact customer support with detailed context to explore additional compensation.
Critics argue that booking early for major events does not guarantee price stability or reservation security, while others point out that traditional hotels have also been known to cancel or overcharge during peak periods, as seen in investigations following the 2024 solar eclipse and reports around the World Cup.
Overall, the situation underscores the unpredictable and sometimes costly nature of travel bookings during large-scale events, leaving consumers caught between shifting accommodations markets and policies that may not fully cover unexpected expenses.