Refund eligibility

[Dario87]

Hello,

We recently had an airbnb mishap: the apartment we rented was falsely advertised and dirty to the point of being unhealthy to a pregnant woman.

After hours spent on the phone dealing with an airbnb case manager and the hosts (who never offered to come and help resolve the issue) we decided to stay in a hotel room instead, but we were clear with the case manager about not wanting to cancel until we had obtained a refund.
Nevertheless, the next day our reservation had been cancelled by the case manager.

We tried going through the airbnb's Resolution Center with photos documenting the state of the room and demonstrating the false advertising, and have also requested airbnb's involvement, however almost a month has gone by and we still haven't heard anything back.
To add to the insult, because the booking had been cancelled we were never able to review the hosts.

Airbnb's policies are clear: cleanliness, safety and false advertisement warrant a refund to the guest if appropriately documented. Moreover, it seems illegal for airbnb not to provide a refund for a cancellation that was not initiated by the guest.

Any thoughts?

Dario

[Dario87]

And here is the generic non-response we finally received after getting Airbnb involved through the Resolution Center...

"Hi Shawni,

Thank you for your patience while I reviewed your case. I appreciate the time you’ve taken to share your concerns and perspective on this experience.

Based on the information provided, I have decided to uphold the final decision because of no clear violation of Airbnb Terms of Service.

Please know that the outcome of the Resolution Center case is concluded based on facts presented and that fair judgement has been taken into consideration.

As Airbnb continues to grow, we decided it was vital that we collect and publish the standards that have always underpinned this global community, both to convey our values and guide behavior. Though Airbnb's Standards & Expectations are meant to help set transparent expectations for our hosts and guests, they don’t reflect any changes to our Terms of Service or the work that we’ve done to support our hosts and guests.

Thank you again for your understanding and for your valued time and contribution.

Best,

Perry"