Payment incidence and waiting for a refund

Nataliya59
Level 1
Courbevoie, France

Payment incidence and waiting for a refund

Hello, we have a payment incidence when making a reservation, we completed all the bank information and then got a message on air bnb that the bank refused the operation and so the reservation can´t be completed.  But then checking the balance of the bank account we saw that the money for the reservation was already withdrawn as normal. 

 

So now we are waiting more than 36 hours for a solution, we called to the support two times and left them a message with details and a screenshot of a bank operation. We told the host to wait for us to make a new reservation when resolved the issue. It would be nice if air bnb team can confirm or activate this reservation we already paid for. Or if not make a refund.

 

Now we are worried about what to do as we have never had this problem before. How long it will take for air bnb support to respond?

Thank you.

1 Reply 1
Emilie
Community Manager
Community Manager
London, United Kingdom

Hi @Nataliya59

 

If the booking didn't go through, the amount might have simply been put on hold rather than withdrawn. Have you heard more from the Airbnb Support team, or checked with your bank's Customer Service team maybe? Let us know if there's been any progress or if you need more help!

 

Thanks, 

 

Emilie

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