Refund Dispute

[Jean110]

My guest cancelled, in time for a full refund.  Which I gave him.  He is now disputing the amount he paid.  who do I contact to find out whats going on.

[Kate157]

Hi @Jean110, only Airbnb can answer this, I would advise you to have your guest contact them. You don't have the money, Airbnb does. Simply tell your guest you have no control over the finances, and they need to contact Airbnb. Do not make it your problem. Let the guest solve it himself.

[Jean110]

Thank you Kate. I was getting so frustrated and confused because I have no way of knowing what his credit card was charged. It didn't even occur to me, that its out of my control and I'm not responsible for his finances. Thanks again.

[Marit-Anne0]

@Jean110

When there is a cancellation through the site, the guest is refunded through airbnb according to your cancellation policy.  You do nothing, you do not do any refund and any issues are between the guest and airbnb.

If you have issued a refund to this guest, you risk him being refunded twice.

[Jean110]

Airbnb refunded all but their fee and $23 that they sent to me. I then refunded the $23 back to the guest. I thought he would get a full refund minus their fee, and that's what I had informed him. Thats why I gave it back to him. But what he is disputing is that he paid 214 and Airbnb says he paid 192. So now he wants that $22 back also. I have no problem doing a full refund if u never even stay with me but now I would be taking it out of my own money. And I'm not going to do that.

[Cormac0]

@Jean110

Jean, are you saying you gave him the fee back in cash, or are you saying you agreed he should have his fee back, that fact he is disputing the amount suggest to me you gave him back the money you were expecting from Airbnb, am I correct in the hypothesis?

Not surprisingly Airbnb like to take complete control of the fee's paid by guests, as other Host have suggested you Guest should request his fee back from Airbnb with your approval of course.

Regards
Cormac

The Explorer’s Club Krakow III

The Explorer’s Club Krakow VIII

[Jean110]

Comac,

He cancelled the night before. Thru Airbnb. They refunded all but $48. Which they were sending to me. I guss it was under the 24hr cancellation time. So, what happened was, I then refunded the $48 they had allotted to me. So on his itinerary it says he paid $192. So all of that has been refunded to him now a week later he is saying that he was actually charged $214. On his credit card. So he wants the 22 refunded.

[Jean110]

Sorry, I hit post before I was finished. On airbnbs website it says he was charged $192. He is disputing that amount. But I have no way of checking on it. I need to actually talk to someone at Airbnb. Is there any way to get ahold of their accounting dept

[Jean110]

I apologize. I was looking at the wrong amount. Airbnb sent me $23, which I refunded back ti the guest.

[Jean110]

Sorry, I hit post before I was finished. On airbnbs website it says he was charged $192. He is disputing that amount. But I have no way of checking on it. I need to actually talk to someone at Airbnb. Is there any way to get ahold of their accounting dept

[Danni6]

I went to a rental which turned out to be totally unacceptable!

1.  They had a main entrance which were sliding glass doors, fine.  But there were no curtains or blinds to have any privacy.  So what I did was put a comforter up and hooked the comforter up with clothes pins on curtain rod brackets.  I don't want to have anyone see me get dressed or see into the place while we are sleeping.

2.  There is No Closets, No Dresser(s)!  Can you believe it!  I said something to him and he said he never said closets or dressers were mentioned in the add.  Duh!  It's An Assumption!  You expect to put your clothes hanging in a closet or laid out neatly in a dresser!

3.  The television wasn't working!  I got in touch with the host (who said he would be available because he lived next door).  I had been traveling all day long and we couldn't check in until "4pm"!  A little late if you ask me!  But I was exhausted and I had to wait for two hours for him to come over and get the television back online.  Then there was nothing but Netflix!  No local channels to watch regular shows on at all, just NETFLIX!

4.  When you look at the ad it reads "use of entire home".  Yet the main house was locked up tight!  When I read "entire house" I expect the "entire house".

5.  Deck was rough and the outdoor furniture (lounge chairs, table, benches around table) were rusty, not dirty, RUSTY!  The pictures make the deck furniture look clean as can be.  The lake behind the house, that beautiful looking lake, is nothing but a DIRTY MUDDY POND!

6.  The couch was flat and uncomfortable, the bed seemed like it could have been two beds pushed together.  The only problem with that was they Weren't Even!  Hardly any lighting in the bedroom.  You turn two small lamps (one on each side of the bed) on but even with the lights on is was very dark in the bedroom (during the day or night time).

My husband and I got up, there was nothing open or everything was booked up.  Wanted to go horse back riding, booked up, my husband had a Friend In Frisco who was a captain of a charter boat.  He ended up being booked up all weekend!  My husband and I went and packed up what clothes we had wore the day before, got my purse, the cords for our phone charger but we ended up leaving the wall mount in the rental and still haven't gotten it back from the host.  All of this happened on my 60th birthday!  We decided that we would leave and go to a hotel.  But we ended up back at home.  That is where we should have been the entire time!  We were more comfortable, had a huge pool to swim in, a beautiful deck and deck furniture and I missed my hens and roosters anyway.

I asked the host for only $200.  We paid $400 for a weekend and we only stayed one night.  Our check out time is 10am (which most places give you til at least 12pm).  So, we figured one night, $200 and we expected to get $200 for the one night we didn't stay.  Makes sence, huh?  Does to me!  But our "host" as nice as he came across in the emails, REFUSED OUR REFUND!  WHAT DO YOU THINK ABOUT THIS?

[David126]

@Danni6

You raise some interesting point, I have a fairly complete package from DirectTV, but nobody watches it, and it costs a lot so am looking at cutting back. The only option is to list TV, not how many hundreds of channels you get. I think I will just do the basic from now on. The one thing people do want is Internet.

Check in time, at one point you say it was too late but then you say check out was too early, obviously can not have it both ways. I do check out by 11am and check in after 5pm, seems to work, very few stay that late or arrive that early.

Wardrobes, I do not have them, I do have hangers on a rail in each room. Now most of my business is short term and most people only have a small bag, I do have dressers but seems they are not used, I find stuff left behind but bnnot in the drawers.

[Imogen11]

@Danni6  I can understand your frustration about feeling misled, that's a disappointing experience.

When you say "the main house was locked up tight" do you mean that you rented an apartment attached to another house?

I'm a bit confused about local activities being booked out. Did your host offer to book horse-riding etc for you?

[Brian478]

After I had a group spend a weekend in my home, I did t receive my payout. After several attempts to find out why, I finally heard from customer service that there were “deductions”  and that’s all they told. I complained again and asked what this meant. I was told by another ”someone already told you that you had deductions.” I was still not sure what they mean and was offended at their rude curt reply.

Finally another person told me I had a complaint a while back about cleanliness and the guest demanded a refund, which I never agreed to my house is professionally cleaned and she told 24 hours after she had already stayed in my home. .

I was neve given a chance to mediate this or defend myself. 

Does anyone know y legal rights? Thank you