Help getting refund…

[Ict3851]

We need help getting a refund from this host.  It’s seem like Airbnb is waiting for the host to reply back if they will make a refund.  Even if the host reply or not, Airbnb still cannot refund the money.  What’s the point of requesting the refund back through Airbnb?  We were planning a trip to Tokyo n stay there from September 1. 2023 through September 30, 2023.  On the host site, they have a date n time when we can cancel the reservation.  We made the reservation July 25, 2023 and canceled it July 28, 2023.  The host refunded $60 for the cleaning fee but not the $1546.  The reason the host didn’t refund the $1547 was not within the 48hrs.  On the Airbnb policy states that refund will be giving if cancelled with 48hrs or within the 14 days before checking in.  On the host site it was stated a date n time.   If we knew that we were not going to get a refund, we would’ve kept the reservation.  Can anyone help!!!! Thanks@ict

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[Mike-And-Jane0]

@Ict3851 I suspect the free cancellation date shown on the listing no longer applies once you put your dates of travel in. This is because the stay is for 28+ days so the long term stay cancellation policy applies. Try putting dates in and see if this is correct.

[Debra300]

Please note that the host doesn't yet have the money you've paid.  Funds are usually released to hosts 1-2 days after the check-in date.  Airbnb automatically refunded you the cleaning fee, because you cancelled before check-in, as stated in their Terms of Service: https://www.airbnb.com/help/article/3066.

As @Mike-And-Jane0 has stated your booking falls under the long-term cancellation policy because it's longer than 27 days.  Based upon the info you've shared, you submitted a cancellation request more than 48 hours after booking.  The cancellation policy should be described on your itinerary.  Note, even if the host agrees to a refund, Airbnb will still retain its service fees.

In most countries there are two long-term cancellation options from which a host can choose: 

Strict Long term

If you choose this policy, it will apply to all stays of 28 days or longer and overrides your standard cancellation policy for those stays.

• To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 28 days before check-in
• If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights
• If fewer than 30 days remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights

Firm Long term

If you choose this policy, it will apply to all stays of 28 days or longer and overrides your standard cancellation policy for those stays.

• To receive a full refund, guests must cancel at least 30 days before check-in
• If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights
• If fewer than 30 days remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights