I made a long-term booking 2 months ago for 6 months, but after 20 days at the property I had to leave due to the fact that the host (who lives upstairs) was making parties and loud noise every week and me and my 8 year old daughter couldn't sleep.
There was also two times where the host and her party guests entered our accommodation without previous notice.
So I contacted Airbnb and they advised me to ask her to change my dates and leave early, which I did. She apologised and accepted to change the dates, so I did and booked a new property with Airbnb somewhere else.
Now Airbnb says I am owning them money. Because at the time of the booking the host did me a special price and a discount, so it seems that when I changed the dates, the price went to the normal price without the discount!
I can't find anywhere on Airbnb terms & conditions saying that when we change the dates of a booking with a special offer the price goes back to a normal price and I have to pay the difference. Also, no one at Airbnb customer service can explain why this happens.
Please notice that this wasn't a cancellation, this was a change of dates agreed by the host.
And also please notice that the reason I left the house wasn't because I wanted, but because of the conditions and issues caused by the host! So if anyone needs to pay, it's them for all the hassle and stress they caused me!
Now my Airbnb account is suspended because I haven't paid that amount, the host refuses to pay themselves and I have a claim at the resolution center.
I ave spoken with many people at Airbnb and no one seems to care about my situation and what happened. They just want their money and that's it.
Can someone advise me on this please? Thank you.