A Melbourne mother diagnosed with aggressive breast cancer has been plunged into a distressing financial dispute with Airbnb after the company refused to refund a cancelled family holiday, leaving her $2,500 out of pocket.
Holiday Plans Shattered by Sudden Diagnosis
Delliah Ledda had planned to welcome the New Year with a ten-day family getaway to Adelaide, booked through the global accommodation platform. Instead of packing her bags, the mother of two is preparing for urgent hospital treatment. Her world was upended just before Christmas when she received a diagnosis of aggressive stage three breast cancer.
Her oncologist delivered the urgent news that treatment could not be delayed, even rearranging other patients' schedules to admit Ledda immediately. "My whole life has been turned upside down," Ledda told 7NEWS, highlighting the emotional and physical toll of her situation.
The Refund Request and Airbnb's Policy Stance
Faced with the immediate need for chemotherapy, Ledda first attempted to reschedule the Adelaide trip but found no available dates that wouldn't require cutting the holiday short. She then contacted the Airbnb host directly, requesting a full refund of the $2,500 booking and providing a supporting letter from her oncologist as proof of her life-threatening condition.
The host refused the refund. Ledda's sister, lawyer Stephanie Casauria, then spent three hours on the phone with Airbnb's customer service team, arguing for discretionary compassion. "Even when there is a policy, there's always discretion," Casauria stated. Despite these efforts, the company upheld the host's decision, citing its strict cancellation policy.
A Policy Gap for Life-Threatening Illness
The core of the dispute lies in the specifics of Airbnb's extenuating circumstances policy. The company's rules currently provide for full refunds in cases of pandemics, government-imposed travel restrictions, or natural disasters. However, a sudden, serious illness like cancer does not automatically qualify under these terms.
Shockingly, the family was informed that a full refund would only be guaranteed if a close relative had died. "I just couldn't believe the lack of empathy," Ledda expressed, devastated by the corporate response during her health crisis.
In a statement to 7NEWS, Airbnb said, "Our customer service team are reviewing the matter and providing support to the guest and host." The case highlights a significant gap in consumer protection for travellers facing unforeseen medical emergencies, sparking a broader conversation about compassionate discretion in corporate policies.
