Airbnb's Callous Response to Wildfire Evacuation Sparks Outrage, Highlighting Need for Empathy Over Rigid Policies
Paul Riverbank, 1/10/2025Airbnb faces backlash for refusing refund to guest near LA wildfires, exposing insensitive policies during crises that prioritize rules over human empathy.
Amidst the raging wildfires that have engulfed parts of Los Angeles, a woman's plea for a refund from Airbnb for her reservation near the Pacific Palisades fire has sparked outrage and criticism towards the home-sharing platform's policies. California Governor Gavin Newsom declared a state of emergency in Los Angeles County on Tuesday night as the unprecedented blaze, fueled by the Santa Anita winds, ravaged nearly 26,000 acres, displacing over 70,000 residents and leaving a trail of destruction in its wake.
The incident came to light when user @anammostarac took to X (formerly Twitter), sharing a collage of her interaction with an Airbnb representative named Jasmin and a screengrab from the wildfire alert app Watch Duty. In the exchange, Jasmin bluntly stated that Mostarac's cancellation request was "not covered under our major disruptive events policy" and that a "strict cancellation policy will apply" -- a response that drew immediate backlash from followers who deemed it "inhumane" and insensitive to the gravity of the situation.
"As always, their policies failed to account for context. The fires keep getting worse, and unfortunately, many others are probably stuck explaining bushfires to someone in another country right now," Mostarac lamented in a follow-up post, highlighting the disconnect between the company's rigid policies and the real-world urgency of the crisis. The post garnered millions of views and sparked a flurry of comments, with users sharing their own frustrating experiences with the platform and humorously mocking the company's failings.
In the face of mounting criticism, Airbnb responded by announcing that its nonprofit arm, Airbnb.org, would partner with 211 LA to provide free, temporary housing for those displaced by the wildfires. "Airbnb.org works with local organizations to help identify those in greatest need of temporary housing and may expand support to other areas affected by the wildfires. We will update this page with more information accordingly," the company stated in a community message.
While some welcomed the move as "wonderful support," others remained skeptical, questioning the company's motives and citing other suspicious practices that eroded trust. "But no refunds to people who booked in the area? Nice," one user remarked, echoing the sentiment of many who felt the company's actions were too little, too late.
In a statement to The Post, Airbnb acknowledged that Mostarac was initially refused a refund because she had booked her reservation after the fires had started, but claimed they had "contacted the guest to issue a full refund as a goodwill gesture." However, the damage to the company's reputation had already been done, with the incident serving as a stark reminder of the need for greater empathy and flexibility in times of crisis.
As the wildfires continue to rage, leaving a trail of devastation in their wake, the plight of those affected has become all too real. Traci Park, a Los Angeles city councilwoman whose district includes Pacific Palisades, grimly stated, "This is going to be devastating; a devastating loss, for all of Los Angeles." With five people dead and over 1,000 structures damaged, the crisis has prompted evacuation orders in numerous areas, leaving many online urging those in proximity to the fires to prioritize safety and prepare for sudden evacuation.
The incident with Airbnb serves as a cautionary tale for companies operating in the sharing economy -- a reminder that rigid policies and a lack of human understanding can quickly erode public trust and goodwill. As the world grapples with increasingly frequent and severe natural disasters, businesses must adapt and prioritize empathy over inflexible rules, lest they risk alienating the very communities they seek to serve.
