Hi Airbnb,
I would like to make a complaint as I was not treated fairly for the refund by Airbnb host in Vietnam (Receopt Number [Personal information hidden]. Confirmation code: [Personal information hidden]. (I reserve the right to take legal action to accuse the host & Airbnb)
Background:
I have on 25 July 2017 made a online request of reservation from Airbnb for Luxury Pool View 2BR Apartment at Hyatt Danang Vietnam with Mr. Lee from 22-28 August, 2017. On the same day Mr. Lee replied to me that "Available 25-28/8". Then I replied him immediately said: Sorry Lee, If only 25-28 August, 2017. This is not okay for us. Thanks. He then replied to me: Please waiting few hours for this booking, I will check again.
On the same day 25 July 2017 evening, I emailed him again as I didn't hear from him back after few hours :- Hi Lee, Any news if room is available for me from 22-28 August, 2017? Thanks Br. Patrick. However by end of the day 25th, still no reply from him.
On 26th July 2017 morning, I wrote again to Mr. Lee: - Hi Lee, Can you confirm if room is available from 22-28 August, 2017? Thanks. Br/ Patrick
On 26th July 2017 afternoon, as I still not receiving any response from him, so I wrote to him:- Hi Lee, I didn't receive any response from you after last night so I have booked another one. Please cancel this booking. Thanks Br. Patrick.
Actually I have booked via Airbnb again with Mr. Thuy for Luxury Apartment Ocean View 2BR B In Hyatt hosted by [Personal information hidden]. (Reservation code:[Personal information hidden]
At almost 30 mins after I confirmed the booking with Mr. Thuy for Luxury Apartment Ocean View 2BR B In Hyatt, I received an email from Mr. Lee saying "Thank you". Then another email to charge me the fees for Luxury Pool View 2BR Apartment at [Personal information hidden] Vietnam with Mr. Lee.
I immediately replied back to Mr. Lee:- Hi Lee, Just received your confirmation but I have changed to other booking since I didn't hear from you since last night. Please cancelled my payment transfer and sorry for the inconvenience caused. Thanks. Br.Patrick
Then I asked Mr. Lee for 100% refund and he wrote to me: I had to change my customer 23-25/8 to other apartment with high rate for your period. I will refund but I need you know Airbnb Policy and I do it within 24 hours. And now, you told me that you need refund 100% rightnow.
I have also applied the 50% refund immediately from Airbnb Team.
In conclusion: I think there are miscommunications in between which leading me to book other apartment before he officially replied me at 18:35. I admitted that both parties had certain level of faults. So I agreed to pay 5% as penalty but definitely not 50% forfeited due to cancellation. That's not fair to me as not all the fault was coming from me.
I hope Airbnb can help to settle this and give me an answer. Thanks
Regards
Patrick [Personal information hidden]