Hosts charging client after an inquiry only

[Jodee8]

After getting into my destination, Sicily, late in the afternoon I had to look for another place to stay. I had inquired into availability on a place but the room was not ready till 9pm that evening. The host charged me(105.00) just for the inquiry and I did not tell them that I'd wanted  the room. I asked for the host to return my money but he kept it. He had said I 'booked it' after just an 'inquiry' only. I contacted Airbnb multiple times and talked to 2 representatives that kept giving me no information on my case and told me how my case was closed each time. I still got No resolution and I am sure this host is still taking customers money just for an inquiry on his property. What a rotten company (Airbnb) that takes no responsibility for the property hosts that cheat folks.

Shame on Airbnb!

[Gillian166]

@Jodee8  hi there. I'm afraid you are incorrect. we hosts have no way to "charge" guests, that is all done by ABB. you must have submitted a request to book and asked a question as well, instead of sending an enquiry. And because you don't know what you've done, the Customer Support are also unable to understand (and well, because they are poorly trained and don't speak English perfectly)

to reiterate: the host is not cheating you. We don't see any money until after your stay.

If you are within the cancellation period you can probably just cancel, but you need to double check that. 

also just to confirm: you didn't pay the host directly did you?  

[Jodee8]

You're absolutely correct on the customer service is ZERO! I get no reply or resolution from their customer service by phone or text/email. Each rep wants me to repeat my story over and over and I think that's the way they get you upset and frustrated so then you drop the 'case'. Poor Service altogether as a company.

[Mark116]

@Jodee8  Hosts don't have any control over the money.  All of that is done automatically by Airbnb.  So it would be impossible for a host to charge you directly.  Either you made a request to book and didn't understand what you had done or the listing is some type of scam and not really Airbnb.  As @Gillian166  said, the thing to do now is cancel it and then you will at least get refunded for part of it, until the rest can be sorted out.

@Gillian166 My guess is, with the new format that this guest may never even see these responses.  

[Gillian166]

@Mark116  Indeed. Sounds like they’ve already “stayed”. 

out of curiosity I used my phone to search and couldn’t even see a “send an enquiry” button.