I had a COVID related cancellation in March and took the full refund through travel credits offered. In the email confirming the travel credits issued, the email states that there are Travel Credit Terms and Conditions. Within those terms "it states "If any portion of the Travel Credit is not used in your next booking, you may be required to contact Airbnb customer support to re-activate the unused portion of the Travel Credit." I used about 1/3 of the travel credit for a new booking. I contacted Airbnb support about getting back the remainder of the travel credit so I can use it in another booking.
But now my case manager states that he can't do anything because he saw that i paid WITH A COUPON??? There were no indications to me that what I received was a coupon, and I did not have to enter any code to redeem the travel credits.
This can't possibly be standard protocol with Airbnb right? Is this how they're holding onto cashflow for their IPO?