A Florida Airbnb host has come under fire after refusing to issue a refund to a US mother of five, Kaitlynn Thayer, who had booked a beachfront property on Amelia Island just days before Hurricane Milton wreaked havoc across the state. T
Thayer shared her frustration on TikTok, highlighting the host’s “lack of empathy” during a dangerous storm that left 23 dead and over a million homes without power.
Hurricane Milton made landfall on October 9 near Siesta Key, Florida, bringing severe weather conditions, including tornadoes, 28-foot waves, and significant storm surges. With evacuation orders in effect in some areas of Amelia Island, Thayer sought to delay her family’s arrival from October 9 to October 11 to avoid the worst of the storm. However, despite the incoming hurricane and the safety concerns, Thayer’s Airbnb host refused to refund the first two days of the stay.
Thayer’s TikTok video explaining her request has since garnered over 160,000 views. In her video, she outlined her concerns, stating, “It doesn’t feel safe to drive into a hurricane… and we are traveling with children that need state-approved papers to travel across state lines.”
Host refuses refund despite safety concerns
Despite ongoing discussions, the Airbnb host ultimately declined to offer any refund but did propose changing the vacation dates—a solution that Thayer couldn’t accept due to travel restrictions related to her foster children. Frustrated, Thayer expressed disbelief at being charged for services her family would not receive, especially in the face of such dangerous conditions.
“As a business owner myself, I just can’t fathom charging someone for services they didn’t receive,” Thayer said. She also emphasized that her family didn’t want to take away local resources that could have been used for hurricane relief efforts or be a liability for the property owner.
Airbnb steps in after evacuation orders
Initially, Thayer turned to Airbnb for assistance but was told there wasn’t much the platform could do. However, once evacuation orders were issued for parts of Amelia Island, Airbnb’s executive team intervened and granted the family a full refund.
Airbnb has a ‘Major Disruptive Events’ policy in place, which allows guests and hosts to cancel or issue refunds during certain events, such as evacuations or utility outages caused by hurricanes. While hosts are not required to offer refunds solely due to a hurricane, evacuations or significant disruptions can trigger a refund under this policy.
An Airbnb spokesperson explained, “This policy means hosts can cancel eligible stays without consequences, and guests who have an eligible booking can cancel for a refund. Our 24/7 customer support team is also available to help with any questions.” Thayer concluded her post by saying, “All we were trying to do was keep our children safe, be responsible foster parents, and not pay for a vacation we are not taking.”
