Need to File a Complaint

[LaToya23]

After booking a trip with no problems, I get a message from the host (after she accepted my reservation) that she could no longer accommodate my trip dates. She said the dates that I picked should have been blocked and there must have been an issue with the platform. Since it's my birthday weekend, I figured I would just go ahead and cancel so that I can book another place to stay asap. But when I go to cancel and select the reason that the "host needs to cancel" that's when I start getting the run-around. I got a message saying to ask the host to cancel, which took me to our chat. I ask her to cancel and she tells me that she isn't able to cancel from her side either. So I contacted the support center and kept getting bots that sent me "relevant" articles ---but unfortunately there is no article for "Host and Guest are unable to perform a simple cancellation." I eventually got someone on the chat that claimed to be a real person, who didn't even respond to me once I explained the issue. So I tried calling the customer support to see if I could speak to someone directly, no luck their either - just more run-around. I could get a real person on the line and they just kept sending me links to articles which were completely unhelpful. Today I tried again to get someone on the chat who could help. All she could relay is that the matter is being escalated. When I tried calling instead to speak with someone, the line just went dead. That was the last straw! I understand that times are tough right now for companies, but it doesn't give you the right to take advantage of your customers, give them the run-around when they need help and hold their refund hostage when they aren't at fault for the cancellation. This is borderline predatory. If you're  unable to operate in a capacity to provide even a modicum of customer service, then the site needs to shut down temporarily while you figure things out. And there needs to be a banner on the front page in big bold letters saying "Book at your own risk! No refunds promised no matter who's  at fault!" 

[Emiel1]

@LaToya23 

This is the community center, so we can not solve the issue. It seems to be a technical error if you nor the host nor Airbnb is able to cancel the reservation. If the host is using the "Instant Book" facility, then a reservation is automatically accepted if dates show available, without intervention from the host.

It is primary the host (or Airbnb) who needs to cancel for full refund, as it is not your fault.

Did the host mention why she could not  perform the cancel-procedure or which error shows up ?

On the other hand: Airbnb should help you out of this asap, for the fees they charge guests more service maybe expected !

Best regards,

Emiel

[LaToya23]

She said the dates I booked should have been blocked, and offered to accommodate my stay for different dates. But this is the only weekend I have available, so I told her to cancel my request so I can find a new place. But she just told me that she can’t cancel without incurring penalties. So it sounds like she’s just try to get around the penalties. Idk how airbnb doesn’t have a better process in place to sort this out. I just wanted to do something nice for my birthday this weekend and airbnb has officially ruined it. Once this is resolved I won’t be using this “service” again.

[Alexandra316]

@LaToya23 Sorry you're having such a frustrating time. Customer service at Airbnb is extremely limited at the moment due to staffing cutbacks. 

Unfortunately, it sounds like your host might be giving you the run around too. If the host cancels or accepts the cancellation request you sent, they are subject to a number of penalties, which they are likely trying to avoid. If they want to cancel due to a scheduling error, they should be taking care of it for you, in my opinion, not making you go it alone. I would consider pushing it back on them: I would consider telling them that you have been unable to contact Airbnb and you consider the reservation to still be active, so if it's not cancelled by them, you will be arriving on the days you've booked and paid for. I bet you something happens pretty darned quickly.  I think it's pretty unfair of them to leave it to you to sort this out. 

If that doesn't get a response, I would try Airbnb on Twitter @airbnbhelp .

[Mark116]

@LaToya23  The host wants you to cancel so she doesn't get penalized.  You might have been able to cancel initially yourself and get a full refund, if she contacted you in the first 48 hours.  Now that this time has passed you will need to deal with Airbnb to get a full refund, e.g. their fee.  

[Helen3]

If the host had genuinely blocked out the dates and Airbnb had still allowed the booking all they would need to do is; 

Call airbnb tell them dates were blocked. Airbnb will check if dates are blocked they will cancel the booking penalty free. ( I know because this has happened to me 5 times) @LaToya23 

if the host is being ‘less than honest’ and didn’t block the dates host will have to cancel as a host cancellation. 

This is the hosts responsibility they should call Airbnb to resolve . I don’t agree @Mark116  that the guest should have a deal with Airbnb to sort this out. 

[Mark116]

@Helen3  How can you ever prove whether the host was dishonest or it was one of the zillions of Airbnb glitches?  If the host says, these dates were supposed to be blocked, I blocked them but the system failed, so I'm not taking the penalty hit, it goes back to needing to deal with Airbnb to get the full refund. 

ETA..she has a full profile and very positive reviews so there would be no reason the host would not want to host her, although of course the host could have done the work of dealing with Airbnb to cancel instead of putting it off on a naive guest who is now ensnared in the typical Airbnb runaround. 

[Huma0]

Even if the host is being honest and the calendar should have been blocked, it's still the host's problem to deal with. The calendar is attached to the listing and it's the host's responsibility to either keep it up to date or contact Airbnb if there is some technical problem related to it. It shouldn't be on the guest to sort out.