Airbnb not refunding costs?

[Molli0]

Hi,

We usually rent out Airbnb and this is the first time we had an issue with a property. The cost of the room for one night is $182 for 4 nights a total of $861.70 including fees etc. 

The host has agreed that there is issues with the property and is not up to scratch thus allowing us to cancel the rest of the stay and providing a refund of the remainder of the 3 nights. When the host proceeded with the refund the refund amount was $557.13 which makes it $304.57 for the night.

why is Airbnb charging us $304.57 instead of $182 for the first night? When we asked Airbnb, their response was to accept the alterations no explanation was given.

Any help would be appreciated.

[Helen3]

Sorry we don't know why Airbnb made this decision @Molli0 

What sort of cancellation policy does your host have?

If the listing wasn't as described you should be able to get a full refund for remaining nights plus a 10% credit to help you find something else. Is that what happened.

If not maybe the additional amount is Airbnb's fee for the four nights.

You will need to call Airbnb back to clarify.

[Molli0]

The place was unhygienic, sheets and bed smelt as if someone peed on the mattress and as soon as we walked into the place it smelt. Mould was also growing in the bathroom. 

Syringe needles around the premises even though it was advertise as family friendly, onsite parking was too small for our van so we had to park on the street 20 mins walk away.

We left the Airbnb and only stayed one night, it was hell!! 

[Gordon0]

It's easy to be smart after the incident, but what you should have done is to contact Airbnb on check-in (once you'd seen/smelt it) and ask them to arbitrate. IMO, it's what you pay their sizeable fee for (all of which you paid). 

[Mario1986]

Mario
12:33 PM
On Tuesday, Airbnb updated its policies to offer hosts more tools to grant refunds and, in turn, allow guests to postpone travel plans. It will reward hosts who are willing to be flexible on refunds by giving their listings more visibility and scrapping the 3% fee it typically charges. The company also offered to return its service fee to guests as a coupon to be used on future bookings if trips have to be canceled due to coronavirus.

Airbnb Support
12:36 PM
Yes, I understand that this is the case, but these tools are for reservations that have not been cancelled and are in an accepted state. Your reservation was cancelled before this policy change. I'm sorry for the confusion, but the service fees are not refundable in this case.

[Mario1986]

Airbnb is only issuing credits to those who cancelled after the coronavirus policy change.

The original policy gave u the option to cancel but only 75% refunded.  You then had to apply for extenuating circumstance to get the service fee refunded.  They declined our application, citing policy change.