A Melbourne mother facing an urgent battle with stage three breast cancer has been left thousands of pounds out of pocket after Airbnb and a property host refused to refund her cancelled New Year's Eve holiday booking.
A Devastating Diagnosis Upends Holiday Plans
Delliah Ledda, a mother-of-two, had planned to celebrate New Year's Eve in style, booking a prime Airbnb property in Glenelg North, Adelaide, for $2,500. Her festive plans were shattered just weeks before Christmas when she received a shock diagnosis of aggressive stage three breast cancer.
Her oncologist delivered urgent news: treatment could not wait. "Look, I've moved other people around to get you in, we need to start treatment immediately," Ms Ledda recalled the doctor saying. Instead of a 10-day holiday with her family, she was forced to spend New Year's in hospital undergoing chemotherapy.
Fighting for a Refund Amid a Health Crisis
Faced with this life-altering situation, Ms Ledda initially tried to reschedule the trip but found no availability without cutting it short. She then requested a full refund, providing a letter from her oncologist to confirm the serious diagnosis.
Despite this medical evidence, the property host refused the refund. Ms Ledda's sister, lawyer Stephanie Casauria, then spent three hours on the phone to Airbnb pleading her case, but the company also denied the request.
"Even when there is a policy, there's always discretion," Ms Casauria argued. "My sister shouldn't be going through what she's going through and having to deal with this on top." Ms Ledda expressed her dismay at the "lack of empathy" shown.
Airbnb's Policy Under Scrutiny
The case highlights a significant gap in Airbnb's cancellation policy. The company's rules cover scenarios like pandemics, travel restrictions, and natural disasters, but do not include sudden, life-threatening illnesses like cancer.
Alarmingly, the family was informed that a full refund would only have been possible if a relative had died. This has raised serious questions about the flexibility and humanity of the platform's terms during genuine medical emergencies.
When approached by the Daily Mail for comment, Airbnb Australia was asked to explain the refusal and whether it plans to amend its policy to accommodate sudden cancer diagnoses. The company was also asked if Ms Ledda would now receive a refund, but it has so far remained silent on all points.
The incident leaves a stark warning for UK consumers booking holidays through similar platforms, underscoring the importance of understanding stringent cancellation terms and considering travel insurance that covers serious illness.
