AIRBNB screwed me out of money

[Chris12123]

Rented an AIRBNB apartment in Barcelona in February. The place had no heat, no working refrigerator, infested with bugs, debris from the ceiling was falling down, no balcony. We made a formal request within 24 hrs. Was told by customer service that we were eligible for a refund. 

Unfortunately the host stated he gave us out of pocket the refund. He did not give us any money. AIRBNB does not require a receipt for these claims. I am out of $1100 USD.

I followed the policies and procedures and was still denied a refund. 

Anyone got any suggestions? It just seams really bizarre and our vacation was ruined. 

[Sarah977]

@Chris12123  You say you followed the policies and procedures. When you contacted Airbnb, did you say the place was unacceptable and you needed to cancel and ask to be rehomed to a comparable place? Because if you cancel and don't continue to stay, you should get a refund from Airbnb for the cancelled nights. It's all automatic, nothing to do with the host refunding. If you just continue to stay, the assumption is that it was acceptable.