Missing Refund

[Shannon723]

I canceled a reservation within 40 minutes after realizing that the apartment rental was not what we were looking for. I paid via PayPal and per the guidelines it states my money should have been refunded within 24 hours. It has been over 6 days and still no refund. Bills are coming out of my checking account and that money is mine. I called 2 times today and all the representative say is that someone is escalating this and someone will call me back. No call back, no reference #... I just need my money back. It is over $800. Where can I escalate this??

[Branka-and-Silvia0]

@Shannon723  did you cancel by yourself or did you call Airbnb CS and ask them to cancel?

Which cancelation policy it has?

How long was your booking?

[Helen3]

I don't think it does say you will be refunded within 24 hours. @Shannon723 

What the policy says is :-

For a full refund of the nightly rate, the guest must cancel within 48 hours of booking and at least 14 full days prior to listing's local check-in time (shown in the confirmation email).

It's likely that it can take up to a week for payment to be returned to you.

[Shannon723]

PayPal refunds are within 24 hours 

[Sarah977]

@Shannon723  Where did you find it written that Paypal refunds happen within 24 hours?

[Shannon723]

 right on the Airbnb website. 

[Sarah977]

@Shannon723  Well, Airbnb has a habit of hanging on to money and blaming your bank, or credit card co, or paypal, for it not showing up yet. Which may or may not be true. 

I had a guest who got charged double  for her booking with me, due to an Airbnb glitch. Even though they acknowledged it was their error, they didn't return her money for 15 days. 

[Shannon723]

The 2nd call to then they stated something was not right and I should have received my funds back....I am on day 7 now. I really cannot comprehend why i can't escalate over the phone and it's like they take a message and it's on their terms to call me back?? That's awful customer service for a company that large.