'elgible for a full refund'

[Beck425]

Hi, I've not posted on here before, so sorry if break any rules.

I've only stayed in airbnbs never hosted and the stays have gone smoothly apart from this last one. Im just seeking help, or thoughts/explanation.

So I booked a condo in usa in december for a trip on march 11. Then I was made aware of a public health announcement and health/travel advisory in the immediate vicinity on Indio, California, where I was due to stay. I had paid all my by balance back in feb 2020. Due to the health advisory of covid 19 in the area, i contacted the host, who simply said she'd refund the cleaning fees and if anyone else booked for my dates she would refund. Who on earth would book knowing covid-19 is in the area?

Anyway, I went through to the cancellation pages on airbnb and it stated -
'This reservation qualifies for a full refund because of the incident covid-19 affecting indio, if youve confirmed with your host that your trip is affected (I did) we can help you change or cancel the reservation now'.

So off i go to the cancel button, 'you'll be able to review everything before your reservation is cancelled' it says
Next page, 'you can get a full refund for this reservation, our extenuating circumstances policy allows you to get a full refund for this reservation because of covid19', continue
'Does this look right' (next page)
'you originally paid 2134.72 for this trip. Based on our extenuating circumstances policy, you're eligible for a full refund
nightly price, full refund 1499, cleaning fee full refund 162, service fee full refund 257, taxes full refund 214, total eligible refund 2134.72'. So how do i not get a full refund?

Can someone help me out, or offer any thoughts? Ive been on messaging with airbnb support, but they are just claiming im not eligible for a full refund, despite me having (and sending them) screen shots of all the pages of cancellation i went though. But they don't have any reasons.

Thankyou for your time, beck

[Gordon0]

Not sure I understand, @Beck425...how much have you received? (You haven't said above).

[Beck425]

oops sorry, so the host refunded the cleaning fees and what i presume were the taxes as its come out as £376. Thats whats come out of my 'full refund eligibilty' despite that clearly not being a full refund. Hope that makes sense

[Mark116]

@Beck425  Not really.  If the airbnb systems is telling you that you qualify for a full refund then you should get a full refund.  If you are not misunderstanding what the messages say, and the system is only giving you $376 out of $2300 then you should call airbnb and have them do the refund for you.

[Beck425]

[Mark116]

So, what's the problem?  The screen shots show you are getting 100% refund, what am I missing?

[Beck425]

Thats exactly the issue, what am I missing????

Airbnb are not refunding me, claiming i am not eligible for extenuating circumstances. Despite the fact that they made me click through a number of steps saying i am eligible for a full refund due to said circumstances!

You see my confusion and irritation!

[Mark116]

@Beck425 What happens when you hit 'continue' on the last screen you showed?  

[Beck425]

Ahh sorry the pictures are out of order. It should go 

1-8 nights in indio.

2-you can get a full refund

3-does this look right

and i dont know where the 4th pic has gone saying expect a full refund with 10 business days, its been more already

[Mark116]

@Beck425  It may just be then that you are getting your refund but there is a delay in processing it due to all the other cancellations.  You could call airbnb and check, but from what others have said, you may be on hold for some time.  there is also an option somewhere to send them a message, so you could try that, reference your reservation number and tell them you are still waiting for the refund 10 days later.

[Beck425]

Im on with airbnb support in messages but they claim i am not due a refund. They have not given me any reason though. I tried calling last week and after a while someone did pick up and said she was working on my case and for me to carry on with message support, but its like bashing my head against a brick wall, im not getting anywhere

[Mark116]

@Beck425 Crazy.  I think you should use the help message function and send them the screen shots as well. Best of luckl

[Helen3]

Have you sent them a link to their EC policy for the virus @Beck425  

You can also try them on their social media.

[Beck425]

Yes sent them all my screenshots 🙁

[Beck425]

Thankyou, yes its absurd and frustrating 😞