First Time Customer - Confused

[Margaret912]

What am I missing? In July 2019 I booked a trip to Amsterdam for Apr 2-11, 2020.  On Mar 12th due to the Covid travel restrictions we were forced to cancel our trip.  

At the time I cancelled I received a notice from Airbnb that I would received a 100% refund with fees.  Now Airbnb is saying because the cancellation occurred prior to Mar 14th they will not refund and despite a 50% refund for cancellation within 14 days policy the host refused to refund.  I have emailed and called and worked with resolution center since Mar 12th - that's 39 days and all anyone can say is its up to the host who refuses to respond.  So is there really no way to hold anyone to what they say, either airbnb or the host?

[Lawrene0]

Do you still have that notice that says you will receive a 100% refund, @Margaret912 ? 

If you are getting nowhere, make sure you screenshot it to send when you are speaking with customer service. If you haven't until now, try Twitter. Send a direct message to AirbnbHelp.

If you were promised a 100% refund at the time you cancelled, you should be getting one. 

[Margaret912]

Actually I do have it - screenshot it at the time as I was so pleased.  Thank you for suggesting that.

[Gordon0]

While waiting to see if yo'll be refunded, @Margaret912, have you checked with your insurers if they'll cover you? Good luck either way.

[Chad327]

I planned a trip  for my family lastnigjt  and the host cancelled on me and now I can't get my money back ...and I can't find customer service help..most  likely my first and last time  trying an air bnb out.