host cancellation

[Guillaume341]

Hello,

I made a booking, received the confirmation. But then my host cancelled the booking only by sending me a message via the Airbnb app. She didn’t do anything to make it “official” for Airbnb so they considered I made the stay and I have been debited (£294).

I asked the host to make it official but she has never done it.

I tried to request a refund via the app (“send or request money”). But when I do it I get a message telling me that my device is not recognised and that I should enter a validation code received on my phone. When I do it, the app send me back to the home page….and again and again…

I also tried to contact Airbnb by email, a guy told me that someone will contact me to solve the issue, but nobody did since the 5th of May, despite I sent 2 more emails to chase them.

If someone here could help me it would be nice!

Thanks

[Helen3]

If the host hasn't cancelled, @Guillaume341  I suggest you give Airbnb a call and ask them to chase this up for you.

The host shouldn't have left their calendar open if they weren't available to accept bookings.

[Guillaume341]

Yes, I think it's what I will have to do. Do you know what number I should call?

Thanks for your help.

[Gabi37]

@Guillaume341 

you need to send a cancellation request to the host:

https://www.airbnb.ie/help/article/1250/what-should-i-do-if-my-host-needs-to-cancel

[Guillaume341]

Thank you Gabi for your help.

Unfortunately, the trip is over and I don't have the possibility to cancel anymore (as you can see from the capture I posted). The only option possible is "sent or request money", but then it's not working. Also I am not able to contact the host anymore, and I don't know why....

[Susan151]

@Guillaume341 I would go directly to your credit card company and initiate a chargeback. No service. No payment. Of course, that is assuming that UK credit cards are similar to US cards in this regard.

Best!

[Guillaume341]

Yes I thought about it, but I wanted to make sure airbnb knew I didn't make the trip due to a host cancellation and that's why I am blocking the payment....

[Susan151]

@Guillaume341 It appears that they aren't worried about it, so your only recourse is a chargeback. If you wait too long, even that option will no longer be available to you.