As the raging California wildfires consume thousands of acres and displace tens of thousands of residents, Airbnb (NASDAQ: ABNB) is under heavy scrutiny for its response to guest cancellations and requests for relocation. The company’s alleged handling of a guest’s plea to cancel her reservation in Los Angeles has sparked outrage on social media, raising questions about corporate responsibility during natural disasters.

Southern California is once again battling devastating wildfires, with the Palisades Fire burning through over 17,000 acres of land in the upscale neighborhoods of Pacific Palisades, Malibu, and Santa Monica. Driven by strong winds and dry conditions, the fire has already forced the evacuation of more than 30,000 residents and shows no signs of slowing.

Local authorities have described the blaze as one of the most dangerous in recent years. Resources have been stretched thin as firefighters work around the clock to contain the flames, while residents scramble to evacuate.

Amid the crisis, stories of displaced individuals and disrupted travel plans have highlighted the far-reaching impacts of these natural disasters—not just on locals but also on visitors caught in the path of destruction.

In the midst of the wildfire emergency, a social media post by Ana Mostarac, a traveler with an Airbnb reservation in Los Angeles, has drawn widespread attention. Mostarac turned to X (formerly Twitter) to share her frustration with Airbnb’s refusal to accommodate her request to cancel or relocate her reservation.

Screenshots of her exchange with Airbnb’s customer support show the company directing her to its Major Disruptive Events Policy, which does not cover wildfires as a valid reason for cancellations.

“We’re sorry to hear that you won’t be able to make your upcoming reservation,” the company’s support team wrote. They went on to explain that the cancellation would be subject to the host’s Strict Cancellation Policy, which typically results in limited refunds.

Mostarac expressed her outrage, writing, “As always, their policies failed to account for context. The fires keep getting worse, and unfortunately, many others are probably stuck explaining bushfires to someone in another country right about now.”

Her post, which included images of the escalating fire as tracked on Watch Duty, quickly went viral. Many commenters criticized Airbnb for what they saw as a rigid and unempathetic approach to an unfolding natural disaster.

Airbnb’s Major Disruptive Events Policy is designed to address emergencies, such as government-declared disasters or widespread travel disruptions, allowing guests to cancel without penalties in specific circumstances. However, as seen in Mostarac’s case, the policy does not account for wildfires unless evacuation orders or state emergencies explicitly impact the booking.

Free Housing for Displaced Residents

Amid mounting backlash, Airbnb announced that it would provide free temporary housing to residents displaced by the wildfires. The initiative, run through the company’s nonprofit arm Airbnb.org, has partnered with 211 LA, a Los Angeles County-based nonprofit, to support individuals who have lost their homes or been forced to evacuate.

In its statement, Airbnb said it is focusing on residents from hard-hit areas, including Pacific Palisades, Malibu, Pasadena, and Sylmar. Affected residents can apply for assistance through 211 LA, while property owners are being encouraged to list their homes as free emergency stays on Airbnb.org.

Since its inception in 2019, Airbnb.org has facilitated more than 1.6 million nights of emergency housing for over 250,000 people globally, including victims of hurricanes, earthquakes, and pandemics. Last year, the organization provided housing for those impacted by Hurricanes Helene and Milton, underscoring its commitment to disaster relief.

However, while many praised Airbnb.org’s efforts, others saw the announcement as a damage-control move rather than a genuine solution to the growing criticism.

Information for this story was found via USA Today, The Daily Beast, and the sources and companies mentioned. The author has no securities or affiliations related to the organizations discussed. Not a recommendation to buy or sell. Always do additional research and consult a professional before purchasing a security. The author holds no licenses.