Help with full cash refund

[Isobel35]

We were due to travel to Anglesey Wales 23-30th May. We cannot now travel there as the Welsh Government has banned all travel to Wales from England for the next 3 weeks due to covid 19. My husband went through the cancellation process, but as he couldn’t see how to get a full refund, he reluctantly went for the credit vouchers option. We have gone back to Airbnb and said this was in error and we would like a full refund as the trip was cancelled due to issues out of our control. Our host at the property is fully supportive of our claim and we have proof in terms of screen shots on the Welsh Governments stance on this. Airbnb have basically said ‘tough luck- you made the mistake and our system can’t over-ride this’ I don’t believe this for a second! They just don’t want to refund us. It’s very unfair as we meet all the criteria for a full refund and we have the documentation to prove our claim. Does anyone have any suggestions on what we could do next? 

[Helen3]

Try them on social media @Isobel35 

But it isn't just because of the Welsh government edict you couldn't travel. We have a lock down here in England too, which means you couldn't have travelled anyway.

[Isobel35]

Yes I’ve done that thanks. We are not on a complete lockdown like Wales are. The reasons for not travelling are not the reason for my post.

[Yadira22]

@Isobel35 

Hi

As mentioned above by @Helen3 

try them on social media (they are supposedly quite responsive on twitter) and also maybe look to get another CS rep involved and explain the situation again. 
Good luck to you and stay safe. 
Yadira 🙂

[Jessica-and-Henry0]

@Isobel35 

Like other hosts have suggested... you could try social media. I've found that dealing with Airbnb CS usually requires a lot of patience and persistence. Continue to contact Airbnb..... don't mention that you already heard a "tough luck. nothing we can do" response from them...... instead of continuing with the same CS person under the same ticket, create a new question/request for help, just concisely repeat yourself, what the problem is and what you want until you get someone who is willing to help. Good luck~

[Gordon0]

Having gone through the cancellation process myself last night, @Isobel35, I can see why it wouldn't have been too difficult to agree to a voucher instead of the cash option.

You are presented with two boxes with wording along these lines;

1. Accept travel vouchers now (no need to provide documentation) and get £XXX 
2. Accept host's cancellation policy and get £0

However, just below that there's a hyperlink for more information on Covid-19 cancellations...that's the one to click to go through the EC process (and to add your documents).

I fear you will have accepted the less generous T&Cs by default. 

A little sneaky, but seems it's the done thing in these circumstances. 

[Leigh387]

@Isobel35 did you have any luck with this? I had the same thing happen to me. I've reached out to customer support with no luck, unfortunately.