Problems with getting my money back from Airb&b

[Ewa7]

Dear hosts and travellers,

I had to cancel my visit because of the attacks at the airport in Istanbul. My flights were cancelled and I couldn't come. I cotntacted my host 9 days before my arrival about the problem. She said that she understands my situation and that I don't have to worry because she uses flexible cancellation rules. Then I cancelled my stay on Airb&b and they sent me a short sms that I will get my money back max. in 5 days. It's more than 20 days and I still don't have my money back. The host contacted them and they replied me that the money should be on my account in a while. It's 8 days after this message and there's still no money.

What can I do? I can understand that Airb&b will keep a reservation fee for them but where's the rest of my money?

Thanks in advance for help.

[Helen3]

Have you contacted AirBNB to ask them?

Give them a call or follow up through their resolution centre.

[Ewa7]

I tried but I can't find any phone number or email address to Airb&b.When I want to use their on-line help zone it redirects me to the host and none of the options to choose from aren't connected with my problem.The host contacted them,too but nothing has changed.They promised to send the money back but I still don't have it.
Thank you for your answer.

[Amy38]

You have to both agree to cancel reservation and then you dont lose anything.