Requesting money back from host, inaccurate listing & photo proof?

[Ella4048]

So we booked an airbnb with a washing machine since we are moving around trying to find somewhere permanent to live in our new city. A washing machine was pretty important to us and we only chose this particular airbnb because it had one listed and it was in the photos. We wouldn’t have chosen it otherwise.

When we arrived there was no washing machine, like in the photos, and there wasn’t one in the building as the listing said.

So we asked for our money back for the remaining nights because we were very disappointed and desperately needed one.

The host then deleted the photos with the washing machine after we asked for a refund.

I then requested a refund via airbnb with the photos attached.

We are still “checked in” at this apartment and the host sent message saying he won’t refund unless we cancel the booking so other guests can book. He hasn’t responded to the requested refund via airbnb and he has 48 hours left to do so.

This has never happened before to us. If we cancel the booking, can airbnb still help? I’m not sure if he’ll actually give a refund once I cancel it. At least if he does not respond to this requested refund via airbnb, airbnb can get involved after 72 hours.

What should we do?? Help!

[Helen3]

I would do as Airbnb suggests on your booking confirmation and contact them if the host can't or won't provide a missing amenity @Ella4048 

Ask them to cancel the booking and help you find something else.

Give them a call.

[Ella4048]

Well we already moved out the Airbnb to a new one with a washing machine. 

We just want a refund for the 4 remaining days we are not there. 

Would it be best to let Airbnb sort it out via the request after the 72 hours are up?

Nevertheless I will call Airbnb. 

[Colleen253]

@Ella4048  As above, call Airbnb, asap. You're still checked in to the place. You need to let Airbnb know, to sort it out.