Airbnb blasted over ‘inhumane’ LA fire response as customer left with nowhere to go while trying to escape huge blaze
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.
"The fires keep getting worse, and unfortunately, many others are probably stuck explaining bushfires to someone in another country right about now."
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"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
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.
"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.
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.
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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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