Host informed us of no heating in premises and wants me to cancel

[Phillip293]

As the heading says, I booked an air BnB and the host 3 days before informed us that there was no heating or hot water in the premises any more. Asked me to cancel and I would get a full refund. It tells me I won't get a full refund and he doesn't want to cancel it himself.

Can I get some help on this please?

[Colleen253]

@Phillip293  In this case, the host needs to do the cancelling. This sounds a bit shady, quite frankly. If they insist on not cancelling, you may want to contact Airbnb.

[Sarah977]

@Phillip293  It is not up to you to cancel when the host can't honor the booking. And you can't trust a host who acts like this to refund you just because they say they will.

I think you need to contact Airbnb for this one. 

[Mike-And-Jane0]

@Phillip293 Definitely don't cancel yourself. The host is trying to avoid the airbnb fine for cancelling. Airbnb's number is 020 3318 1111

Hopefully the guest messaged you on the system so you can point the customer service rep to this and they should refund you.