Host not refunding money

[Aryna0]

Hi Guys, 

I need help please. I booked an apartment in London and the host contacted me to say that the buiding has issues and they have to cancel the booking. They offered me alternatives and I declined and asked them to refund me the money. It has no been three days and no response from the host. I phoned them and they said that they don't want to cancel the booking because they are going to pay a fine. What can I do? Who can I contact? Help please? 

[Donna15]

@Aryna0, you should contact AirBnB immediately. They are the ones responsible for returning funds.

If any of the related communication with the host has been via the AirBnB platform, they will also see the exchange of messages.

And since the cancellation is not for any reason on your part, the host needs to ensure that the the ABB service fee is returned via the resolution centre. In any case, do not cancel the booking yourself.

You can reach AirBnB via the Help link at bottom of this page.

Or via Facebook.

https://www.facebook.com/airbnb/?fref=ts

Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

Contains a link with several international phone numbers (‘How to contact AirBnB’).

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

Regarding Contact numbers in the above link, I've twice recently had quick responses via the Netherlands phone number.

(Though oddly enough, the person to whom I spoke was actually in the US.)

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[Aryna0]

Thanks @Donna15! I have contacted them and they said that someone will look at my case. Luckily all the messages were on the Airbnb platform!....

This is the second time now that  have made a booking for one place on airbnb and then the hosts come back and tell you that place is not available and they offer you alternatives. Both times in Lodon. 

[Donna15]

That's good news (so far), @Aryna0. And especially of benefit to you that all related communication is on the AirBnB platform.

Please do keep us updated, as all of us hosts are keen to know how well - or not - ABB deals with this type of situation.

Meanwhile, I've found further information - see below - regarding a guest cancelling. It might be useful should this occur again.

(Though twice - and both times in London - is two times too many.)

As a guest, you could cancel but select the option "My host needs to cancel". AirBnB will send a message to the host asking if they can accommodate you or not.  The host may reconsider, or, if they really cannot accommodate you, you would be fully refunded including AirBnB's service fee. 

[Noa4]

Help Help Help!!!!!

We are trying to contact an AIRBNB representative.
We have problems regarding refunding our cancelled reservation, after arriving to the apartment and seeing that the place wasn't apropriate for living. We left immidiatelly upon arrival, and the host will not refund us. 

We had a scheduled stay of one month, and we cancelled it after 20 minutes stay in the apartment. Our host refuses to give us back any money, and we feel like we are being robbed. We paid for a whole month of stay, and we stayed in the place for 20 minutes. 
Can you help us in any way?

[Helen3]

You need to contact BNB. You can do this through your online booking or probably quicker give BNB a call If you don't have details look at the first post on this forum all the contact numbers are listed there.