I need advice

[Innocent24]

I need your advice on a challenge I’m facing regarding my wife’s accommodation. She made a booking and paid £879, but after the payment, the host sent her a breakdown of additional charges totaling £1630, which was far beyond her budget. She informed the host, and they advised her to cancel. However, after canceling, the host stopped responding.

We reported this to Airbnb, but they said the host has a 100% cancellation policy. The total amount we’re dealing with is £930.42, and Airbnb has offered us $300 as a gesture, acknowledging that the host intentionally misled her, fully aware of the policy that allowed them to retain the money.

I’d appreciate your guidance on how to enforce a full refund, as the money was taken under false pretenses. I recall how transparent you were when I engaged with you, providing a full cost breakdown upfront, which is why I’m turning to you for advice. £930 is a significant amount, and we can’t afford to forfeit it.

Looking forward to your insight.

Best regards,
Engr Innocent Chukwu

[Mike-And-Jane0]

@Innocent24 is the whole conversation recorded on Airbnb? If yes then take screen shots and sue them in the small claims court.

[Innocent24]

Yes, I have screen shots of the entire conversation. The plan to sue him is my last resort. I have been engaging him and Airbnb to see if we can settle this amicably without seeking legal redress.

[Helen3]

What was the additional £1630 for . If you cancel within 48 hours of booking and it's more than two weeks before the stay your wife could have cancelled penalty free. @Innocent24 

if the host didn't list the extra charges on their website the host can't add the extra charges . 

[Innocent24]

The displayed payment was £879 for a 42-day booking of a shared apartment. However, upon completing the payment, I received a payment advice indicating that I was still obligated to make an additional payment after 30 days.

I immediately contacted the host to clarify this unexpected charge, and he advised me to cancel the booking. This entire interaction happened within 10 minutes. Upon cancellation, I was debited an additional £51, bringing the total amount charged to £930.42.

I am deeply disappointed that Airbnb has only offered $300 to resolve this issue, especially when the host is enforcing a 100% fund retention cancellation policy. This situation feels unfair and misleading.

Airbnb should prioritize protecting customers from such deceptive practices by hosts, who appear to deliberately mislead clients with the aim of withholding their hard-earned money.

£930.42 is a significant amount, and if Airbnb fails to address this matter appropriately, I will have no choice but to consider legal action or involve law enforcement.

[Helen3]

Okay I am a little confused I thought this booking was one your wife made @Innocent24 but then you talk about it being your booking. Which is it ?

When you go to book the total cost is always shown but sometimes if the booking is more than two weeks away you have the option to pay 50% of the cost .

I think what may have happened is you didn't clearly understand that there was an overall price for the 42 days and on booking Airbnb took a partial payment with the balance being due a few weeks before the booking .

when you cancelled the long stay cancellation  policy would have been enacted of the first month cost under the cancellation policy you booked under . Before you cancelled Airbnb would have shown you how much money you would have been liable for. 

[Innocent24]

The booking was made by wife for her Plab 2 exam.

After reviewing the payment breakdown, my wife contacted the host for clarification. The host advised her to cancel the booking, assuring her that she would receive a full refund. However, immediately after she canceled, the host stopped responding to her messages.

Concerned, my wife informed me of the situation, and I had to log into my Airbnb account to engage with the host. After multiple attempts, the host finally responded, advising us to contact Airbnb directly for a refund.

When we reached out to Airbnb, we were informed that the host was not responding to their emails. Later, Airbnb contacted us again to say they had finally reached the host, but he was insisting on upholding his 100% cancellation policy.

As this was my wife’s first experience using Airbnb, she relied on the host’s guidance and trusted his advice.

It is evident that the host, fully aware of his cancellation policy, intentionally misled her into canceling the booking, resulting in the loss of the 50% payment already made. I believe this conduct is both unethical and fraudulent.

[Helen3]

Why can't your wife still stay at the listing ? Why did  she cancel @Innocent24 

I am sorry if the host misled your wife (who shouldn't be using your account to make bookings) 

when she went to cancel it would have told her at this point what the cancellation fee would be so she could have queried at then. 

[Innocent24]

She made the booking using her own account, and I am simply seeking advice on how she can recover her funds.

We requested that the host provide her with the number of stays she paid for, but the host has refused.

It seems the host is intent on fraudulently withholding her money.

Additionally, the host misled her into believing that her only option to obtain a refund was to cancel the booking.