Airbnb stole from me

[Zina7]

Hi there, 

I had a guest who had to cancel because of the weather, he contacted me, said he was not able to cancel through the website, and asked his money back. I felt sorry for him, he sent me a payment link through Airbnb, and I paid him fully.  I have a strickt cancellation policy, so I thought when I get that payment, and it will even out.

Today, Airbnb informed me that they also refunded him -even though I had already paid him- without even asking me. 

So Airbnb at the end, stole my money. I wrote to them, but I got no answer. I have the full proof of payments too. I really regtet even using this website now. Thiefs.

[David126]

@Zina7

Not sure what you mean by payment link?

You can refund a guest who cancels through the AirBnB system, sounds like you sent money outside the system as well which you should not do. Ask the guest to refund you.

[Zina7]

Due to my cancellation policy, Airbnb did not have the right to take that money. Not without my concent. 

[David126]

They can and do, extenuating circumstances?

Difficult to comment without knowing exactly what happened.

[Zina7]

Airbnb decided that it is a good idea to refund the guest due to the storm, but they did it without asking me first or having my consent. If they had done it, i would tell them that I already paid. But they did not ask my concent. 

[Branka-and-Silvia0]

@Zina7 

As @David126 told you - never pay anything outside the ABB. If your guest wants a refund he has to do it through ABB, you have nothing to do with it. If he wants to cancel let them do it throught ABB, do not agree that he cancel on your behalf, do not cancel by yourself.

If you are a new on ABB it would be good if you read posts here on CC and browse through ABB terms and conditions and FAQ because scammers likes to trick new and unexperienced hosts.

[Rachael26]

@Zina7

Unfortunately your title for this post is inflammatory and incorrect.

Airbnb didn't 'steal' from you. You have your money away.

So, since it was your decision- write to your guest and ask him to refund the payment. Then you will know if you were scammed or not. And then maybe Airbnb will help you.

A hard lesson to learn.

Best Wishes.

[Zina7]

That money was not Airbnb's to take. Theu cancelled 1 day -not even 1 day actually- before coming. 

You don't understand, I am not angry because I might be scammed or not. Airbnb took the money from me without asking or informing me. That is theft. 

That money was not theirs to give.

[Linda108]

@Zina7  Perhaps you have not read the Terms and Agreement, but by listing on this site, you have agreed to them.  Air BNB collects the money on your behalf and can be directed to distribute the money back to the guest per your instructions.  One of your instructions is your cancellation policy which is what Air BNB uses to refund money to the guests.  Part of the instruction is the extenuating circumstances policy, again can be implemented on your behalf without your explicit instruction.

All of this is spelled out in numerous articles in the Help Center.   This is what your host fee pays for.

Many of us learn "the hard way" so you are not alone in having to learn.  You must have a big heart to want to quickly get a guest a refund without going through Air BNB.  However, to persist to characterize this issue as stealing and Air BNB as theives is not accurate.  I hope you find a platform that fits how you want to be in the business since Air BNB doesn't work for you.  I also urge that you contact the guest and get a refund of your refund.  Good luck! 

[Zina7]

This is what they guy who cancelled wrote me yesterday: " I told them you told me that you will gave me a full refund, they gave me a dull refund."

No one called me or emailed me to confirm this. 

I have a strict cancellation policy -and I would and I have given the guy his money due to the circumstences. You are all stock at the money, that is not why I am angry. 

I am angry because they took it without asking and my settings should mot have allowed that. 

I am angry because thar money was mine to give, it was not theirs to take. 

Red cross does not come taking money from your vallet, because someone said that you want to donate to them. They ask you, they ask your permission to take the money. 

The least, they inform you that they will takenit. 

The Airbnb message I got was like we took the money. Goodbye. 

Yesterday the girl I guess whondid it send me an appology saying that "we should have asked" - Yes, you should have asked for a confirmation, then I would tell you tbat I had already paid it. But they did not ask. They did not confirm anything with me. 

A guy told them that I told him tjis and that, and they considered this god goven truth?

That makes me angry. They violated my trust. In my eyes, theyntook the money without asking, and witout within my cancellation policy. That is theft.

[David126]

Have you reported the theft to the Police?

[Zina7]

How can I report Airbnb to the police? I did what I could do, I wrote to Airbnb. I blame them, not the guy. Airbnb is the one who took the money from me, not the guy. 

[Zina7]

From my perspective, the guest who cancelled did not do anything wrong to me. I paid him with my free will, with my money. He did not steal from me directly.

The party that took my money without telling me first, is Airbnb. I live in a little town in New Zealand, if I try to write a complaint about Airbnb, they'd laugh at me. And for 107 nzd...

[Helen3]

@Zina7

It is not Airbnb's fault that you didn't read up on it's extenuating circumstances policy or contact them for advice before you decided to refund the guest directly. You should have told your guests to make a claim with Airbnb for extenuating circumstance, not refunded them directly.

You guest has been savy. He asked you for money which you gave him. And then went on to claim against Airbnb's extenuating circumstances policy and got paid out by them too. So has been paid twice!

Blame your guest not Airbnb for this situation. If your guest is an honest person, they will return the duplicate payment you made to them. Have you asked them to do this?

All Airbnb knows is that your guest decided to claim on the extenuating circumstances policy as they couldn't travel. Airbnb considered their claim and refunded them.

This is how it should work.

They don't know what you chose , contrary to their policy, to refund the guests too. 

[Marit-Anne0]

@Zina7

The situation has been explained to you in triplicate.  Under the "extenuating circumstance" clause, airbnb has overruled your cancellation policy and refunded the guest - all according to their terms and condidions, and they may do so without your concent. Annoying, I know, but there is absolutely nothing you can do.  

Your guest has been well informed and knew what to do under the circumstances.  He did read the small print, now your turn.