Hello, I have a very unpleasant (and costly) recent experience with Airbnb as a guest and would like to file a complaint. Where can I do it?

Pavla6
Level 2
Prague, Czech Republic

Hello, I have a very unpleasant (and costly) recent experience with Airbnb as a guest and would like to file a complaint. Where can I do it?

I have tried resolving the problem with the agency managing the listing, with the owner of the property and with Airbnb, but to no avail. I lost 300 of the 500 Euros I paid just 7 hours before what was to be an 8-day vacation.  The place was advertised to me as different than it is, crucial information had been intentionally left by the agency's owner to my inquiry.  I was effectively sold a pig in a poke.  Upon discovering it (having travelled there for 2 hours ) I refused to check in and left instantly, but both the agency's owner and Airbnb refuse to refund me. I am not happy with that. 

1 Reply 1
Elena87
Level 10
СПБ, Russia

@Pavla6 

 

The refund policy is linked below, do read through it fully and it explains what to do if you have a 'travel issue' on arrival. You would be best to contact airbnb again. 

 

https://www.airbnb.com/help/article/2868/airbnb-guest-refund-policy

 

https://www.airbnb.com/help/article/3028/travel-issues-eligible-for-refunds