my refund

[Lynne61]

1. I made a booking which was cancelled by the host 5 days later. When I received my bank statement I saw that Airbnb had taken the money for the booking out of my account. I called them and they said it was an error but my case had to be referred to another team. I have heard nothing back for 2 weeks now and each time I phone they put me on hold, apologise but nothing happens. Any suggestions would be gratefully received! 

[Marzena4]

@Lynne61 Keep bothering them (CS) in written form. Once it happened to me (as a guest, though I mostly host) and I was given back not only the money for the stay, but also extra funds to compensate for aiirbnb's fee - I don't know if it is still like that but last year airbnb only returned the booking amount when the host cancelled, they kept their fee, which to me seems illogical.