How do I get a refund on service charges when host cancelled my booking

[Leena2]

I'd like to find out how I can get the airbnb service charges refunded to me for a booking I made as an 'instant booking' but the host then messaged me to cancel. However, the host did not 'cancel' my booking on the system and so it still appears as I stayed there when in fact I did not.

The host refunded me the portion that she was paid by airbnb but not the service fee charges. I actually phoned the host before I was due to stay and asked her to cancel my booking on the airbnb system but she either did not want to (as she might end up paying the fees?) or she did not know how to. (This was on a trip to India). I am AUS$28 out of pocket for an error by the host.

This is the first time I have had an issue with airbnb and am frustrated by how difficult it is to get a resolution involving money returns. 

Any suggestions?

[Judy1 · Accepted solution]

Hi @Leena2,

I'm sorry to hear that you're having to deal with this. So Airbnb charges guests a service fee for using their platform and usually it is non-refundable. Since there seems to be a miscommunication where the host messaged you to cancel, I feel that you should not have been docked that service fee. Often, hosts will make their guests cancel so they are not penalized. What I recommend is to contact Airbnb via Twitter @Airbnbhelp and have your reservation number handy. They will ask you to provide detail via private message after their first tweet-back. Best of luck! 

Warm wishes,

Judy 

[Leena2]

Hi Judy,

Thanks for that.  When I posted that message I was also contacting the host.  I have since received a message from the host saying they will repay the service charge fees themselves, which I very much appreciate. However the host is now out of pocket, but hopefully they will not make the mistake again. And I definitely won't use the 'instant booking' option ever again!.

Leena