Unfair cancellation charge

[Shane178]

I wanted to send the below to an airbnb customer support email address but I couldn't find one online anywhere and I have found the online chat totally unhelp so I thought this post gets me somewhere. 

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Good evening, 

 

I had hoped that I would not have to send an e-mail like this but we feel let down by the resolution of a poor experience we had with airbnb. 

 

In summary, I'm extremely unhappy with the customer service we have received to date in resolving our issue when staying in a below standard apartment in Toronto. Our booking reference is: xxxx.

 

The amount we should have paid Apr 6th - May 6th (30 Nights): €1182

The amount we stayed: Apr 6th - Apr 19th (13 Nights) 

 

The amount we should be owed: €702 (18 Nights)

We received a refund of €156 from the Airbnb Host for (4 Nights) 

We received a refund of €260 from the Airbnb Host for (The Remaining Unspent Nights) however we were also charged €376 for a long-term cancellation charge. 

 

We would like to be refunded for the €376 as we have agreed to this with the host, and the decision for us to cancel our stay was mutual. 

 

Since there were untypical circumstances surrounding us having to cancel the stay in the apartment, we feel it is unfair for us to be charged €376 when we did not stay those days in the property.

 

We have been in contact with 5 members of your staff over the past few weeks through the in-app chat and had numerous phone calls but we have not been able to rectify this issue, this is extremely frustrating for us and we'd like it resolved as soon as possible.

 

Both my roommate & I are avid users of your service but feel extremely let down by the absence of clarity and inconsistency in response from the Airbnb customer service team to date. 

 

Thanks, 
Shane 

 

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I'd like to report an issue we're having with resolving our refunding from an unsatisfactory stay at an airbnb in Chinatown, Toronto. 

 

Myself & a friend had originally planned to stay in the basement apartment from the 6th April 2019 until the 6th of May 2019, 30 days in total. 

 

Upon arrival, everything seemed fine and the host was very accommodating, however, over the coming two weeks a number of issues arose with the apartment. Some just seemed to be simple issues like the furnace & oven not working properly all the time but the most severe being some small rodents or rats that we could hear each night as we tried to fall asleep. 

 

We raised this issue with our host who advised we move out immediately, and that we cancel our stay.

We found another property on Airbnb and made an arrangement with Sean to stay for 4 more nights until we could move out and that we would be refunded for the inconvenience caused.

At this point, we followed as he asked as we assumed he was familiar with the refund process:

We then contacted the customer support team to help us with the refund process for the (18 nights) not stayed. We were told that we could 'rest assured' knowing that we would be refunded and the issue resolved:

 

 

Another member of your team reached out to Sean directly to confirm the details mentioned above and sent the following message:

 

 

 

The wording of the correspondence with some of the customer support team has left us very unsure as to why we're being charged €376 for canceling a policy when the host has agreed to refund us the complete amount of days in person, on the phone with your team & through the in-app correspondence.

[Sarah977]

@Shane178  As this is just a community forum where hosts and guests can exchange information and ask questions, no one here can do anything to resolve this. No one from Airbnb reads this forum and responds. I suggest you contact Airbnb through Twitter, which is said to get the fastest and most helpful responses.