A Melbourne mother, Delliah Ledda, is locked in a dispute with Airbnb after the company refused to refund her $2,500 booking for a New Year’s Eve getaway in Glenelg North, Adelaide. This situation arose after she was diagnosed with aggressive stage-three breast cancer just weeks before the holiday. As a result, Ms. Ledda was compelled to cancel her plans and begin urgent chemotherapy instead of celebrating with her family.
Ms. Ledda had initially reserved a prime property to ring in the New Year but faced a life-altering diagnosis that required immediate medical attention. “My whole life has been turned upside down,” she recounted in an interview with 7NEWS. Her oncologist emphasized the urgency of her treatment, stating, “We need to start treatment immediately.”
In an effort to salvage her holiday plans, Ms. Ledda attempted to reschedule her ten-day trip. Unfortunately, the only available options required her to cut the stay short. Following this, she submitted a formal request for a refund, including a letter from her oncologist to substantiate her diagnosis.
Despite these efforts, the property owner denied her request, and her sister, Stephanie Casauria, a lawyer, spent hours on the phone with Airbnb seeking resolution. “Even when there is a policy, there’s always discretion,” Ms. Casauria remarked. “My sister shouldn’t be going through what she’s going through and having to deal with this on top.”
Airbnb’s current cancellation policy includes provisions for pandemics, travel restrictions, and natural disasters, but does not extend to life-threatening illnesses. The company reportedly informed Ms. Ledda that a full refund is only permissible in the event of a relative’s death.
Ms. Ledda expressed her disappointment, stating, “I just couldn’t believe the lack of empathy.” The refusal to grant a refund despite her critical health situation has left her family feeling frustrated and helpless.
Inquiries made to Airbnb Australia regarding whether a stage-three cancer diagnosis qualifies as a valid reason for a refund have gone unanswered. The company has also not clarified if it intends to revise its policy to accommodate refund requests in cases of serious medical conditions.
As the situation unfolds, Ms. Ledda continues to focus on her treatment while grappling with the financial implications of her sudden change in plans. The emotional toll of her diagnosis, compounded by the battle for a refund, has added further strain during what should be a festive time.
Given the circumstances, many are questioning the policies of major online rental platforms and their responsiveness to unique and challenging situations faced by their users. Ms. Ledda’s case may prompt broader discussions about consumer rights and corporate responsibility in the face of medical emergencies.
