Struggling to get my money back

[Christopher1172]

Dear Community, 

Looking for advice on how to resolve my current predicament. 

I booked 28 day stay in London on the 30th April for £865 to start on the 5th as it turned out I was able to stay at my current location. I sent a message to the host to apologise for having to cancel and then sent a full refund request on the 31st, this was 12 hours after making the booking. I didn’t hear back from them and after 24 hours the request was denied. I contacted Airbnb and they said that because of his policy they are not able to refund me. Which I was a bit shocked at. I would expect to pay a cancellation fee but not lose the full balance of my money, less cleaning fee (thanks) especially within 24 hours of making the booking. They said that they would contact the host try to negotiate a settlement, but they have not been unable to contact him. I sent another refund request three days after the initial request for £730 as that was the maximum value, but no response. It has now been over a week. I have been in contact with their support team, but the agent keeps stonewalling me. I think I am actually dealing with a computer. I repeatedly ask question, but get no answers. I asked to lodge a formal complaint but this was ignored. I asked on how this can be resolved and was ignored. I keep getting the standard lines. We sorry, we’re trying to contact the host (who doesn’t seem to exist) the policy won’t allow us to refund you, the computer says no, etc. It has been very distressing to have lost out on that amount of money. I feel that I am being treated very unfairly and they are just waiting for me to give up, which I don’t plan to do.

If anyone provide me with some information on how to navigate this situation successfully please let me know. 

Kind regards, 

Christopher

[Sarah977]

@Christopher1172  When you book a stay, you agree to the cancellation policy stated on the listing. Did you read all the information and fine print on the policy when you booked?

Whether you think it's fair or not isn't the point. It was a contract, which the parties involved are held to.

If I book a non-refundable airline ticket, and then want to cancel it, I'm not going to get my money back, nor would I expect to- I booked knowing it was non-refundable.

Some hosts are willing to refund for any of a guest's cancelled days that the host is able to rebook, so you can message the host to ask if he'd be willing to do this.

But a host isn't obligated to do so, nor to give you a refund in contravention of the cancellation policy stated in the listing.

[Colleen253]

@Christopher1172 I have to agree with Sarah, but please know that the majority of hosts are reasonable people and most would have been willing to refund in full, with a cancellation happening that quickly. So sorry you got a stinker. I hope this doesn't turn you off Airbnb. Just make sure to always read all the fine print and terms, so know what you're agreeing to and where you stand.

[Helen3]

Sorry @Colleen253 i think you are being unfair to the host. 

@Christopher1172  booked a long term stay when he booked it clearly flagged that he was booking under a long term policy and the first month will be lost if he  cancelled. 

the London market has tanked particularly for shared accommodation so this host might not be able to get a replacement booking. If Christopher knew there was a possibility he could stay elsewhere he should have waited 12 hours before making the booking. 

@Christopher1172  rather than demanding money back which you are not entitled to under the cancellation policy you booked under. Explain your change in circumstances and ask if the host would consider refunding you for any days they are able to rebook.

Incredibly cheap price for a 28 night stay in London by the way ... I charge more than that in Bristol 😁

Having said that you may have a get out clause. I can't tell because your post is really confusing regarding dates actually booked

Hosts in England with shared accommodation are not allowed under Covid regulations to accept bookings . If you're booking starts before 17 May you could ask for a cancellation on the grounds that the host can't accept the booking as it's not legal for him to do so. 

[Colleen253]

@Helen3  I agreed with the fact that @Christopher1172 was in the wrong, not the host. The rest of my comment was based on the fact this was a very short notice booking and was only held for 12 hours before @Christopher1172 asked to cancel. That’s how I read it, anyway. If it were different circumstances, that’s another story.

[Anonymous]

@Christopher1172   Here is the policy that you agreed to when you booked: https://www.airbnb.com/home/cancellation_policies#long-term

For a full refund, cancel within 48 hours of booking and at least 28 full days prior to listing’s local check-in time (3:00 PM if not specified) on the day of check-in.

If you canceled less than 28 days before the beginning of the stay, you're unfortunately not due any refund. Some hosts might make a kind offer to you out of compassion, but they're unlikely to feel anything but annoyance if they've been contacted by Customer Service on your behalf.

If computer said no, computer was right.

[Ute42]

.

@Christopher1172   

Maybe Your host can't afford to refund Your money?

Hosts around the world weren't able to receive guests for months and months in a row due to lockdown ordinances – no income at all. E.g. here in Germany we hosts weren't able to host guests in 9 out of the 12 past months, and the situation continues.

Maybe Your host in London has lost thousands or maybe 10,000 + £ and is close to file for bancrupcy. Maybe Your hosts situation is, that if he refunds You he will not be able to pay the powerbill and they will turn off electricity on him.

Maybe Your host isn't such a bad person, but just has no choice but to keep the money?

[Sarah977]

@Christopher1172  Just to add, because my response may have sounded harsh, that we can all sympathize with losing money. I certainly do. And I would have refunded a guest who cancelled after only 12 hours, myself.

But it was a business transaction, and the terms of the cancellation policy are there for a guest to read before committing to a booking.

[Debra300]

@Christopher1172,

I know that getting only a lesson learned may not seem like a good or pleasant return for your money, but it could save you innumerable amounts during the rest of your life.  Before paying for any reservations, in addition to reading all cancellation details, I suggest that a person purchase travel insurance for every trip.  Even if you're not traveling far from home, or have just a short stay.

[Dale711]

@Christopher1172 

I am sorry to hear that and understand you’re feeling frustrated  and despite your refund.

As your profile seems a new user joined in 2021, you may not beware of the Airbnb term and conditions.

It always important to read well the cancellation policy before the payment. 

If I were the host, I will definitely consider your request.

Even though, my cancellation is strict with 10 % further discounts and non refundable.

You stated, 

                       “ I sent a message to the host to apologise for having to cancel and then sent a full refund request on the 31st, this was 12 hours after making the booking.”

Refer to  @Debra300 has point it out correctly, 

                                                                       “  I suggest that a person purchase travel insurance for every trip.” 

The chances are slim, do “ Live Chat” in the Airbnb Support Help Centre with the team [not an Airbnb bot ]  acknowledge to the case manager about your concern, that is always someone in here to respond within few minutes. 

[Elena87]

@Christopher1172 

The blunt fact is that as soon as you pressed the confirm booking button you locked yourself in to a contract.

There is no refund due to you, as pointed out above. The host is entitled to the payment.

This host can offer a refund or part refund solely at their discretion, but they have no obligation to do so, they can ignore your refund request and they don't have to negotiate anything with , or even speak to, an airbnb advisor.

Going by what you write, it appears the host has no intention to offer a refund to you.

If that is the case, the matter is already resolved, regardless what you think.

Your premise for lodging a complaint seems merely based on the fact that you don't like it.

Maybe most hosts would act differently in this situation or airbnb in future may introduce easier cooling off terms for bookers, but there isn't a way to sugar coat things for you here.

[Nathalie-Et-Gilles0]

@Christopher1172 

Your host cannot refund you even if he wanted because he does not have the money.

So it is useless to bother him.

He will get the money after your supposed date of arrival (30th of April).

Long term bookings have a special cancellation policy because they are much cheaper and it is a higher risk to have an appartement blocked which could have been rented to a serious traveler.

Instead of canceling without asking to your host if he agrees to cancel, you imposed him a cancellation.

If you had discussed, you would have balanced it was a better choice to move or not.

As far as I am concerned I repay at the pro rata if I can rebook and when the money is on the bank account.

Your host is not polite not to answer (if he never replied because we just have your version) and you were not polite in thinking that you were entitled to a full refund without the host agreement.

Communication is the key success on Airbnb.