AirBNB refuses to make future refund/payment?!

[Ivan580]

Hello,

 - I am a host for almost 4 years now, and a never have any problems with AirBNB or guests till now. So i had one confirm reservation on 30.04 (for period 09.06 to 13.06) and guest made cancelation after six days of reservation (on 06.05.) without any message or explanation. I have "strict" cancelation policy. Right after cancelation i check my "future transactions"and I see that i will have around 288,75€ refound for that booking/cancelation - which according to "strict policy" is correct (i get 50% refound of full price). But, 3 day ago i check again my "future transactions" and this transaction/refound no longer exist on the transaction list - like someone deleted it ?!

- So i contact right away Airbnb support, and explain to them what happend. And AirBnb answer me this (from word to word): " Base on the reservation the cancellation was due to the guest account that was cancelled, the reservaton was not even paid in full. We understand that you have the policy that you are supposed to recived 50% od the payment if the reservation was cancelled by guest. However, the cancelation is due to the guest account that is no longer active. We are not blaming anyone for this, as we would like you to understand that the payment is not being held anywhere with us. Payment is from the guest and if they completed the payment then we can have your payout credited to you account"

What AirBnb talking about? I have recived SMS from airbnb say "Unfortunately, Guest has canceled their reservation xxxxxxxxx starting od 2019-06-09". So this is not my fault if guest cancel his reservation or delete his account (to avoid any paying maybe). According strict rule, AirBnb must pay me refund. Final word (before 5 days ago - after i chat with them around 2:30h and totaly disagree with everything thay say) from AirBnb was " I will have one of our specialists look into this for you. While respons times may vary, we do our best to respond within 24 hours".

And that's everything from them since. Did anyone have situation like this and what "if guest delete his account after reservation is made", seems like "stirct policy" doesen't mena anything to hosts to protect them from this situations?

Regards, Ivan

[David6]

Sorry this happened.

I would  ask to speak to a manager, as the front line teams are without any authority and each one will tell you something completely different. They comes across as programmed robots reading from a script and honestly I just cannot believe how bad they are. 

I had guests cause a burn mark from hair irons on my carpet and then they checked out (on the scheduled check out day, but left very early) then they cancelled booking and deleted their account. I was paid for the trip, but could not claim against the deposit for any of the damage as Airbnb said they don’t actually ‘hold’ this money. I guess it was a stolen card guest used  as Airbnb would otherwise have authority to ‘charge’ against the card - as per booking terms and conditions. 

[Ivan580]

Hi David,

Thank you for your answer, and your feedback. I know that everything is possible today with internet transactions, stolen cards...ect. But i don't need to know "why or what" something happend to someone - it's not my buisnis or my problem. Here we have a very simple rule (strict policy), where i have right for 50% refund and that's all - end of discution. And now AirBnb have "great excuse" for not to act by the rule - wtf? It's same thing for example - I robbed a bank but please don't arrest me because i have "good excuse" for doing that. Airbnb should refound/act by they own rules, and all other things "that happend" they must solve their problems themselves because hosts like me just folow their rules, but obviously - they don't have to...

[Ann72]

@Ivan580 You're 100% right, of course.  But if they can't get the money from the guest, they can't get the money.

[Ivan580]

Hi Ann,

Of course you are 100% right too, but that is moment where AirBnb must defend us/hosts because we make profit for them - so pay the host if you must, and deal with guest in other way and not over our back..My opinion is that AirBnb is responsible for this situation, obviously their guest payment policy/process is not right..