Host won't issue refund

[Matthew553]

We booked a stay at an AirBNB in New York over a month ahead of time. We need to cancel within their terms of the strict cancellation policy, but the host won't refund the $$. We've contacted AirBNB and they are "negotiating" with the host, but are giving us vague answers and no resolution.

The host claims they can't rebook the hosting, even though it isn't until early Nov.

We are complaining to AirBNB and still trying to resolve this with the host, but curious if anyone else was able to resolve similar issues while getting a refund?

Possible next steps:

1. Dispute the charges on our CC.
2. Continuing complaining to AirBNB.

[Lisa723]

@Matthew553 the host does not have your money. Hosts get paid the day after check-in, at the earliest. If the cancellation is within the host's cancellation policy Airbnb will refund you regardless of what the host says. But unless you booked less than 48 hours before you cancelled, you only get a 50% refund according to the strict policy:

https://www.airbnb.com/home/cancellation_policies#strict-with-grace-period

[Victoria567]

Hi @Matthew553

As Lisa has advised itsvall about the terms of the cancellation policy in force at the time of the booking contract between yiu and the host.

[Luzaan0]

And what if I accidentally made a booking a nd the cancelled it immediately? Airbnb refunded their services charges immeditaly, but he host refuses to refund any amount. She has a 7 day cancelation policy, but I booked the property on short notice, as in 45 hrs before checking. And there is a 48 hr grace period. If within 7 days of the booking, but I didn’t even have the booking seven days prior. She refuses to refund any of the amount. From booking to cancelling was withjn an hour timespan. We asked if we could reinstate our reservation. She refused. What do I stand to do?

[Luzaan0]

She was also very rude, and harassing when I asked her to consider please refunding us. An honest mistake.....and she chose to take the low road. How do you warn other users of this?

[Ana1136]

@Luzaan0 there are so many steps before making a reservation, how did you accidentaly book? On the other hand I agree if you booked and canceled immediately I personally would give you a refund, but the host is sticking to her policy which she has every right to do and you can not complain about that, you should be more carefull next time.

[Luzaan0]

The advertisement was very deceiving. Directly after reserving, I cancelled and apologised to the host. I was looking for accomodation for 5, and her booking said for 4, but in the description she talked about a second room having three beds. Then later in the description she mentioned that she and her husband also live on the premisses. The property was not advertised as a shared house with a landlord. But still, even if I was at fault, I texted her immediately and Apologised. This all happened within an hour. She witheld the entire amount, refusing to even consider. I then asked if we could reinstate our reservation. She refused. So she walks away scott-free with money that she didn’t even have to supply something for. Surely, there must be room to consider the initial booking as null and void as it was done and cancelled within an hoir. There must be a grace period. This is actually a law in the australian tourism act. There must be a grace period when making a booking wherin the guest can withdraw their booking. 

[Ana1136]

@Luzaan0 yes, there is a grace period of 48 hours but not if it is before check in. Did you properly select the number of guests? Becuse if you selected 5 and her listing was for 4, no matter what it says in the description you would't be able to book. 

[Luzaan0]

i’m not sure.....I will have to go and check the initial request. It still stands.::it was an honest mistake...in the spirit of the law, I could not have inconvenienced her to such an extent that she had to withold the entire refund. It was literally an hour...

[Luzaan0]

I was advised today, that the law of the country supersides any airbnb law. And because her cancelation policy only allows for seven-14 days notice, that this cancellation policy cannot be upheld against me as I fall in a short notice booking period of 2 days prior to arrival. Thus, if the I would have had to agreed to a ‘no-refund’ policy. Airbnb was aware of her strict policy, and should have removed their cancelation policy and replaced it with a non-refundable policy, as I do not have 7 days to give notice in. This was not done. 

[Luzaan0]

Also, it is law in this country, that every business contract entered into must have a grace period of atleast 1-24 hrs in which the guest can withdraw. Without incumbing any cost. I feel that I have not been offered a grace period at all. 

[Michelle1197]

Is there a law in the USA that allows a refund for a rental that they booked and cancelled within a few hours?

The Airbnb/Host policy seems extremely unfair for the  Guests.  It is a policy designed to steal from the guest and benefit the host!

 I do not foresee Airbnb staying in business much  longer with the way they treat Guests.    Future Airbnb customers need to be warned of the strict cancellation policies!  Airbnb needs to make their policies CLEAR and in the OPEN. Currently it is up to the guest to search the policy & the language is so complicated  an attorney must interpret.    

Had I been privy to sit and examine- with an attorney -the Airbnb/host cancellation policy prior to booking,  I would never have booked!

I will do whatever it takes to WARN future GUESTS of an Airbnb to PROCEED  with extreme CAUTION!

[Lisa723]

@Michelle1197 @Luzaan0 

Just to clarify Airbnb policy, there is a penalty-free cancellation grace period of 48 hours after booking, AND 14 days before check-in. So the host is within airbnb policy, if not very nice, to refuse to refund if the cancellation is within 14 days of check-in. I think most hosts would, and this host is giving us all a bad name.

Hope you won't give up on Airbnb, but do note that when a host lists their maximum occupancy, it's generally accurate.

[Michelle1197]

I was evacuated due to Hurricane Florence & had no place to stay. I booked in haste & cancelled when I saw the place wouldn’t work for our family — a matter of 2 hrs.  Now the host won’t give me a refund.   We are still getting back up on our feet after the Hurricane.  So many have helped residents in the Carolinas that have been affected EXCEPT for this Host who chooses to rip us off & steal from us when we are down!      He also had the nerve to call me a “racist” when I never even met him. He also stated that I am threatening him & his family. I have never met him or his family. All my communications have been via Airbnb.   He is a liar and a thief. Airbnb is not doing anything about it!   I feel totally SCAMMED!  I also feel unsafe.  So glad that I didn’t stay at that place!

[Sabra1]

I am having the same issue. I literally booked a week ago and the host will not refund my deposit which was half.  Our stay is 8 months away! One of our families won’t be able to go which means we don’t need this place or the expense.