Skift Take
Vrbo risks a host backlash but is doing the right thing for guests. As opposed to the articulated policies, how this all works out in practice is another matter.
Expedia Group's vacation rental brand Vrbo for the first time reversed its traditional guest refund policy, and is mandating that hosts refund guests in Maui.
At the beginning of the pandemic, Vrbo stoked guest ire when it urged hosts to issue full or partial refunds, but ultimately left guest refunds subject to host cancellation policies. Airbnb, on the other hand, triggered a huge host backlash at that time when it unilaterally pushed through guest refunds, leaving many hosts at risk of failing to pay their mortgages and closing up shop. Airbnb CEO Brian Chesky eventually apologized to hosts.
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