Refund refused by Airbnb

[Nadira15]

Hi Airbnb refused to refund me even if my partner and I had Covid 19 2 days before the stay. They said that the cancellation was made after the departure. I answered to the e-mail 4 days after saying that the cancellation was the 22 December and the stay 25 December. They answered that I did not respond before and they cannot refund me. 

I want to go further and suit Airbnb because they did not respect the terms of the General conditions. I live in Switzerland. Can I contact the European Commission?

Thanks for your help. 

[Annie1372]

Yes, you can contact who you want.

but unsure if they will answer you.