Cancellation/Refund due to serious illness

[Laure54]

Dear community, 

I was supposed to travel for the Easter week-end and had to cancel my trip the day before because I got a serious infection which did not allow me to travel (Emergency on Sunday).

I contacted my host who was lovely and totally understood the situation. I cancelled my trip, ask for a refund (due to illness) but I only got a partial refund. I contacted my host and she told me to get in touch with airbnb.

I can't find any way to contact them and provide them with some proof or explanations... 

I would really appreciate a hand on this.

thank you

[Tim-and-Holly0]

@Laure54: I'm sorry your trip was cancelled due to sickness. I hope you are feeling better now.

Your host is correct. Airbnb subtracts a fee from the host's payment, therefore the host can only refund to you up to the amount they were paid. It is fortunate that you found a kind host that provided the refund that they did. Many hosts would have refused altogether as they probably would not be able re-book that soon and, therefore, would have lost money.  Should you plan your trip again, please book with the same host in appreciation for his/her kindness!

If you would still like to discuss your situation with Airbnb, click the following link and scroll to find your country's information.

https://community.withairbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/h...

Thank you for using Airbnb and we hope that you will remember us for your future travels!

[纯贤0]

My husbant has serious knee arthritis and can't climb. We have all medical papers about this.

We just book a room and it appears to be on 6 floor and there is no lift.

Host's description doesn't says anything about 6 floor.

My husbant will be very uncomfortable to climb and it will cause serious repercussion for us if we move in there.

I want to cancel this booking and get refund as we just book it few hours ago and there is more then 1 month till our check-in.

But host has that kind of booking policy which does not allow us to refund.

Please help.

[Ange2]

@纯贤0    If the descirption did not say there was no elevator and it was a six floor walk-up you might have a chance to get a refund. You can also send a message to the host they may be amenable to a refund considering your circumstances and the alleged lack of information on their listing.

 Click here for all the ways to contact Airbnb.  Twitter is a good option if phone is difficult.