refund

[Terri315]

I made a reservation on Oct 19.  I made one payment for the reservation.  I made a second payment for "extra services".  I cancelled the reservation today.  Payment 1 is in the process of refund.  Payment 2 seems to have been lost in the process.  The host says they have received no monies from airbnb.  I have a receipt that the 2nd payment was made.  Does anyone know how to reach airbnb by phone?  My hosts say it is a hidden number.

[Lawrene0]

You can find contact information by going to one of the emails Airbnb sent when you booked, @Terri315 , or by looking for the trip itinerary in Trips when you are signed into the Airbnb website. 

Or just google it: airbnb usa phone number.

Your host is right that it isn't the easiest number to find, but there are ways!

[Anonymous · Accepted solution]

@Terri315  Airbnb does not pay hosts out for the booking (or for any additional charges associated with it) until after the scheduled check-in date, so if that date is still in the future, your host is not wrong in saying that they haven't received money from Airbnb yet.

It's also true that cancelling a booking does not automatically result in the separate payment for additional services being refunded. However, since Airbnb is currently holding your payment in escrow, you can send your host a request to release it back to you via https://airbnb.com/resolutions . I recommend trying this process and giving your host 48 hours to respond before getting Airbnb involved, as the latter is a much slower process that might involve an incompetent call-center worker who bungles the whole thing. But if you reach an impasse and need to engage with said outsourced worker, here you can find the phone numbers:  https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245