AirBNB Refund Failed - Who to Contact?

[Joseph2160]

Going to keep things short and simple

Nov 1st : I cancelled a 100% refundable reservation (Paid via bank ACH). Refund e-mail was sent from AirBNB. The refund never hit my account.

Nov 30th: Contacted Airbnb about this. They said the first refund attempt failed and they'll try again They blamed it on my bank. The rep says that they guarantee it will go through. Nothing hits my account. Contacted my bank (Chase) several times, they said nothing was even attempted from Airbnb. Nothing wrong with my Chase account. It's in perfect standing.

Dec 11th: Contacted Airbnb again. They said the Nov 30th attempt failed. I tried to explain that them clicking 'refund' isn't working. They insist on attempting to refund again and end up doing so after my pushback. Afterward, Airbnb's system tells them 'failed' within 24 hours of attempting the refund again. They state that they're forwarding to the appropriate team. No response afterwards.

Who am I to contact about this? I've constantly read horror stories regarding a similiar issue where it takes months for somebody to receive a refund from a 'cancelled' bank account. However, AirBnB's attempts aren't working to my completely valid bank account. Everything is 100% fine on my end and Chase has confirmed this. Chase has suggested that I file a complaint with the BBB. However, this won't get my refund back to my account. What's the issue? What should I do and who should I contact?

I did remember deleting my Chase ACH as a payment method a few months ago as a security precaution. Would that have something to do with it? However, the refund receipt states that it's sent to my bank account with the correct last 4 digits with the ACH payment method not on my account, but AirBnB's system continues to tell the reps that it failed and that I need to contact Chase... and Chase tells me that a refund wasn't even attempted. Completely lost on what to do.

[Lorna271]

Hi Joseph I'm having a similar issue. In July I made a reservation and paid through two means.. A gift voucher company and a smaller amount through my debit card. 

Subsequently had to cancel the booking and as per their terms was refunded the bulk of the payment to the gift card.. original method.. And the smaller amount to my debit card. However when I paid the debit card was in date but now isn't and so I entered the new expiry date.

4 times now I've spoken to my bank who reject the payment as its the wrong expiry date.. But also the bank notification says the payment is TO airbnb not FROM!

Airbnb continue to insist that if I have put in the correct details then it's not their fault. I have.. But the advisor I'm talking to although polite keeps telling me the same story over and over and he can't access what expiry date the payment is being used, so it may be the wrong one. 

I'm sick of the whole thing and thank goodness it wasn't the large amount but obviously I still need the refund. 

Also I don't know why the advisor told me I needed to enter bank details as if a host so that I could get my refund.... 

Anyone any ideas what to do now? 

[Joseph2160]

If the advisor is telling you to enter bank details so that you can get a refund, then you should probably enter your bank details on your payout page so they can give you a refund : https://www.airbnb.com/account-settings/payments/payout-methods

[Chitra21]

Hi Joan, 

I am trying to follow up in this thread as this is the relevant case for my issue, is it possible to reach out any relevant support here? 

I asked the original poster too but I havent gotten any response so far! 

[Joan2709]

@Chitra21 

This is just a forum for Hosts and Guests...it is not Airbnb Customer Service. 

You will have to continue to work on the issue directly with Airbnb Customer Service. We can only offer suggestions. 

[Chitra21]

Joan, thank you yes, i understand, i was just trying to find the actual team / person Who was able to resolve the posters issue as mine is not resolved as I have contacted Airbnb numerous times and I am stuck in the same loop every time. Similar to what others have mentioned.

[Chitra21]

I have also setup PayPal as well as suggested in this thread, I understand this isn’t Airbnb support but I was hoping at least someone can help me connect to the team who can resolve this as every support team, I have tried to reach out is refusing to help even after I shared this thread info. There is one person that had mentioned they will check but I have not been able to reach out any of them again. 

I would really appreciate it as I am terribly sick staying up all night and day in a different time zone while traveling, it’s been the worst travel nightmare of my life!