UNDER FIRE
Airbnb blasted over ‘inhumane’ LA fire response as customer left with nowhere to go while trying to escape huge blaze
It comes as Los Angeles locals were spotted taking selfies in front of burning homes
AIRBNB has been blasted as "inhumane" after refusing a refund to a customer who was fleeing her reservation near the horrifying fires engulfing Los Angeles.
Customer Ana Mostarac was initially left with nowhere to escape from the apocalyptic blaze as tens of thousands of Californians have been forced to evacuate while houses burn to the ground in the Pacific Palisades.
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Mostarac wanted to cancel her Los Angeles reservation and rebook another home further away from the danger zones, she shared in a post on X.
However, Airbnb originally denied her a refund for her cancellation, telling her the situation was "not covered by our Major Disruptive Events Policy" and that the "Host's Strict Cancellation policy will apply."
"As always, their policies failed to account for context," Mostarac .
"The fires keep getting worse, and unfortunately, many others are probably stuck explaining bushfires to someone in another country right about now."
READ MORE ON THE WILDFIRES
"It's inhumane," she added in response to another X user sharing a similar experience with the rental platform.
After her post on X, Airbnb changed course and issued a full refund to Mostarac.
It comes as...
- Two people have died in four wildfires engulfing Los Angeles
- The fire started with a backyard blaze
- The out-of-control flames were named the 'most destructive in history' as they continue to grow with 0% containment
- The emergency forced at least 70,000 to flee their homes and schools have closed
- Nearly 400,000 homes are left without power as over 1,000 structures destroyed
- Firefighters are "maxed out" and reportedly running out of water
- Harrowing footage shows the city up in flames
Most read in The US Sun
Airbnb told The U.S. Sun the major disruptive events policy is in effect for areas impacted by the wildfire, meaning customers can cancel for a full refund if their trip hasn't started or a partial refund if they had to cut their stay short.
Hosts can also cancel eligible stays without any consequences.
Mostarac booked her reservation on Tuesday night after the wildfires started, Airbnb told The U.S. Sun.
She said she was trying to book her reservation out of the danger zone, which as of Wednesday morning includes three fires raging in the Pacific Palisades, the northern San Fernando Valley, and Pasadena.
Horror vid shows two men & dog trapped inside home surrounded by LA wildfires with firestorm inferno raging just outside
The danger zones include Pasadena, the Pacific Palisades, and Sylmar neighborhoods in Los Angeles.
"It's not about the money when you're in the middle of a situation like this," Mostarac .
"They failed in the moment when it matters most."
While Airbnb told The U.S. Sun it had reached out to Mostarac to issue a full refund, other current and former Airbnb customers flooded the X post with stories about how they were previously left in limbo due to the company's policies.
"They did the same to me for a mandatory evac hurricane area + a fire in the Redwoods. I do NOT recommend @Airbnb anymore," one responded.
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Another added, "If you think that’s bad, a few years ago, I had an Airbnb booking in Napa that was surrounded on all sides by fires. There was literally no way to get there short of air dropping in (I told them as much).
"Airbnb wouldn’t honor the cancellation because the area where the house itself was, wasn’t on fire.
"Ultimately, I was able to get a refund because I knew someone at the company and they were able to get it sorted for me internally, but I shouldn’t have had to do that."
EMERGENCY HOUSING
On Wednesday, Airbnb announced they were offering free, temporary housing to people displaced by the wildfires.
Airbnb partnered with 211 LA, a nonprofit organization, to identify people who were forced out of their homes due to the blaze and connect them with places to stay for no cost.
"Stays are completely free for guests and are funded by Airbnb.org and the generosity of Airbnb hosts — many of whom offer their home for free or at a discount through Airbnb.org," Airbnb said on their .
RAGING INFERNO
The Palisades blaze has spread nearly 3,000 acres, reaching celebrity homes including those of Mark Hamill and Spencer Pratt, who was seen watching his house burn to the ground.
Meanwhile, other Los Angeles locals have been spotted taking selfies and filming videos surrounded by the raging fires.
It's not about the money when you're in the middle of a situation like this. They failed in the moment when it matters most."
Ana Mostarac
A state of emergency has been issued as the fire is currently "zero percent" contained, according to the Los Angeles County Fire Department.
Two deaths have been reported in the fires, as well as a number of significant injuries.
Emergency shelters have been opened for Angelenos forced out of their homes.
READ MORE SUN STORIES
The fast-moving fires were sparked by a combination of dry conditions and winds over 100 mph.
Most destructive California wildfires
California has been home to dozens of devastating wildfires, including four currently burning in January 2025 that have left over 1,000 structures ruined. Here are the five most destructive wildfires in state history:
- 1. Camp Fire - Butte County, 2018
- Destroying more than 18,000 structures, the Camp Fire is widely known as the most destructive in California state history. Over 153,000 acres were burned and 86 people died.
- Destroying more than 18,000 structures, the Camp Fire is widely known as the most destructive in California state history. Over 153,000 acres were burned and 86 people died.
- 2. Tubbs Fire - Napa County and Sonoma County, 2017
- This October 2017 fire burned more than 5,600 structures and left 36,807 acres charred. Twenty-two people died.
- This October 2017 fire burned more than 5,600 structures and left 36,807 acres charred. Twenty-two people died.
- 3. Tunnel Fire - Alameda County, 1991
- Another October blaze, the Tunnel Fire, destroyed 2,900 structures and burned 1,600 acres in 1991. Twenty-five people died.
- Another October blaze, the Tunnel Fire, destroyed 2,900 structures and burned 1,600 acres in 1991. Twenty-five people died.
- 4. Cedar Fire - San Diego County, 2003
- Nearly 2,900 structures were ruined and a staggering 273,246 acres were burned in this blaze that killed 15 people.
- Nearly 2,900 structures were ruined and a staggering 273,246 acres were burned in this blaze that killed 15 people.
- 5. Valley Fire - Lake, Napa, & Sonoma Counties, 2015
- Four people died in this September 2015 blaze that destroyed nearly 2,000 structures and left 76,067 acres charred.
- Four people died in this September 2015 blaze that destroyed nearly 2,000 structures and left 76,067 acres charred.
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