**[Conversation with CS removed in line with Community Center Guidelines]
I am writing to report a very serious issue that hasn't been addressed by any @Airbnb support. I was supposed to check in at Apartment in Portage Park on September 1, 2020 at 2:00 pm CST. I had submitted a refund request to the Airbnb support because my parents were unable to come to the United states due to some unforeseen travel restrictions. AirBnb support agent Maricella D, got back to me at 10:00 am on the morning of September 1, 2020 saying that I was eligible for a full refund based on the documentation I provided. I have attached the conversation in the screenshot above. I tried to cancel my reservation online, but I was unable to do it. So I called Airbnb twice before 2 pm (my check-in time) to make sure I can get a refund without having to check-in and cancel. They assured me that an agent is working on my request and I don't have to worry about it.
On September 2, 2020 at 2:00 am CST, I got a phone call from Shara G (AirBnb Ambassador) saying they cannot issue me a refund even though I have a written confirmation from another support agent. At 2:00 am in the morning, I am fighting with this agent for something that I have a written proof for, she said there was nothing she could do about this and hung up. This is an absolutely outrageous and unacceptable situation. I made an informed decision of not checking in and not cancelling, making alternative arrangements for my stay for the month of September, 2020. Due to a mistake that AirBnb made, I am losing $1500? how is that justified? I would like to make this as an official complaint and hear back from AirBnb asap, if not I will be disputing this charge and I will make sure to take this to the court. Please consider this seriously, I have a written document from your official telling me I have a right to get a full refund.
