How do I get in touch with a person in the Airbnb Resolution Center for refund dispute?

[Carolyn37]

Hi there, 

My fiance and I booked 4 days, 3 nights cottage with the host named "Dj". Shortly after we booked it, my fiance received a notice from the hospital that they received a MRI cancellation and were able to accomodate for him to come in earlier, which was on August 18th (one of the days during our Airbnb stay). We provided 10 days notice with full documentation from the hospital stating his new MRI appointment/date and was expecting a full refund, only to be rejected. Unfortunately they mentioned that they would only provide 50% upfront and the rest would be returned if someone booked those dates that we originally had. 

I told him that we wouldn't have cancelled if it wasn't for a severe health issue and test that could greatly improve his quality of life. He still kept firm that his cancellation policy was strict however, would give us a refund if someone booked those dates or provide a credit to stay at his place during the off season if he doesn't. The dates we booked were off dates between Tuesday to Saturday, so I highly doubt he will fill those strange dates. 

I wish to get ahold of a person in the resolution department to provide them with all the documentation of the emergency cancellation and get my full money back. 

Can someone please tell me how to do that?

Thanks!

[Mike77]

Google "Contacting AirBnB", see what comes up.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

[Sandra126]

@Carolyn37, Your host is running a business, and has chosen the cancellation policy as strict to prevent snags in running it. So have I! I will also refund fully if I get a booking to cover but not otherwise. You booked midweek, nothing to say someone else won't either. I am booked solid midweek, both on and off season. But I do stick with the cancellation policy, it is why it is there in the first place.

[Babs0]

I agree with @Sandra126 on this: don't blame the host for not givin a full refund. This is were Airbnb comes in, you should submit all the documents to them and ask for the refund of the other part of your payment. Or maybe you can even claim this from your travel insurance?

Good luck, @Carolyn37! I hope all ends well with the MRI and your husband.

Babs