Incorrect Advice Provided by Ambassador - Promised Refund on Cancellation

[James3238]

Hi all! I am desperately hoping someone can help me here. 

I contacted Airbnb so that I could better understand what cancellation options I had. The policy noted a 50% refund was available by default, or I could request a full refund from the host. I had paid £314 of an approximately £560 booking at that time. 

The host was not happy to provide a full refund, so I spoke with the ambassador, Earl, over the phone for around 30 minutes to explore my options.

Earl assured me that if I cancel my booking, I will receive a refund of 50% of the booking value, i.e. £280. He noted that it wouldn't be the full £314 because of the limitations to the cancellation policy.  I made it very clear over the phone that we would not cancel the booking if we didn't get the refund. Earl assured me that this would not be the case and I would get approximately £280 paid back to me.

I discussed this with my family and we valued the £280 more than the holiday so I agreed with Earl that he could cancel the booking over the phone. He did so swiftly for me and that's where we left it.

I noted about a month later that the refund had not been processed and after getting in touch with Airbnb they are refusing to process it. Equally they are refusing to investigate the issue noting "I am sorry that there isn’t more that I can do .We don't mean to make an impression of not being able to help and I really wish I could do more. I want you to know that if it was up to me I would proceed to process your request immediately, but in this case we have to follow Airbnb’s guidelines. I appreciate your kind understanding."

Given that this is clear misrepresentation at best, flat out lying at worst, what recourse do I have? Does anyone have a similar experience they can share with advice on how they resolved it?

[Kate867]

@James3238    In this instance the Host has decided to stick with their cancellation policy which you will have agreed to when making your reservation.  You will have paid 50% of your £560 (including Airbnb service fees) reservation at the time of booking.  With regards to the refund, as you will have paid only 50% of your reservation up front and then you would have been charged for the remaining 50% shortly before arrival.  Your 50% refund takes the form of not being charged this final amount.

[James3238]

I have no issue with any policies. My problem is that I acted on advice from Airbnb which was false.

If they had told me the truth at the time I would not have cancelled and wasted my money. 

Airbnb are accountable for this issue and I need a resolution from them. I just don't know who I am best to speak to. 

[Kate867]

@James3238   To clarify, you paid 50% (£280.00 and not the full amount) of the holiday when you booked + Airbnb fees for their booking service (total of £314.00).   Cancellation policy which YOU agreed to when booking was 50% back (From payout of full amount to the host) should you cancel.  You have now cancelled.  The host keeps the 50% of the full amount you agreed to when booking and you do not have to pay the remaining 50%.  If you now get refunded £280, the host gets nothing and you effectively get it all back less the service fees.  The terms and conditions are clear but you may find the following link helpful in understanding.

https://www.airbnb.co.uk/help/article/475/cancellation-policies-for-your-listing

[James3238]

Thanks for taking the time to explain that. I completely understand that in retrospect. 

How would you suggest I raise the issue of the ambassador telling me otherwise? 

Surely if Airbnb tell me over the phone I would get a refund I should expect one? 

Have you had any experience of this? 

[Kate867]

@James3238   Airbnb Customer Services are not usually the best at explaining things.  Instead of telling you that you would get a 50% refund he should have explained that you would not be charged the remaining 50% of your reservation.. 

[Mike-And-Jane0]

@James3238 you were advised that you 'will receive a refund of 50% of the booking value' . This is correct as the booking value is the full amount not the amount you had actually paid  at that point.

[James3238]

That's what Airbnb told me and that's why I authorised the cancellation.

However, airbnb are refusing to provide that refund. Which is the problem. How do I get a resolution? 

[Mark116]

@James3238  You probably can't.  You may have misunderstood the CS rep, because you were due to get 50% of the total booking as a refund, but since you only had paid 50%, your actual refund would be zero.  It's possible that CS misquoted or misunderstood the policy, but it is very unlikely this point you are going to get any money back.  

[James3238]

Thanks Mark, it certainly seems that way. It's a shame really as we certainly wouldn't have cancelled if they had informed me correctly. Thanks for your input. 

[Emiel1]

@James3238 

@Kate867  ,  @Mike-And-Jane0 and Airbnb CS explained to you:

You will have 50% refund of the booking value when reservation is cancelled.

Which you got, as you only paid 50% of the booking value and were not charged for the remaining 50%.

"However, airbnb are refusing to provide that refund"

They are not, you got it already !

[James3238]

Thanks for your message Emeil.

You are of course right. The problem I have, as I explained earlier, is that isn't what Airbnb explained to me. 

In the UK, and perhaps elsewhere. If an action or sale is misrepresentated the customer usually has a right to have the issue resolved. 

I was hoping there was some kind of regulation or policy on this occasion. 

[Kate867]

@James3238   Your initial post stated that although not happy, you would accept the £280 refund.  You cannot be refunded what you have not paid!!  It is unfortunate that the customer services rep that you spoke to worded this poorly and was perhaps relatively new to his job.  Would you have been happier if he had asked you to pay the further £280 there and then .. and then refunded it back to you 10 days later?  This sale was not misrepresented at all, you agreed to the terms of 50% back if you cancelled, You cancelled before you had paid the full amount and you were not charged the remaining 50%.

You even agreed earlier here after everyone’s helpful input that you understand but now you are using ‘word play’ here to see if you can somehow get a 100% refund and it is both morally wrong and disgraceful behaviour.  If you feel genuinely aggrieved and wronged then take it to the ‘small claims’ court where beyond any doubt you will fail spectacularly.

[James3238]

Thanks Kate, I can tell you're very passionate about this community and its fantastic to see.

I really appreciate your swift replies and candour.

All the best!