Airbnb not honoring Air Cover or Cancellation Policies.

[Kealyn0]

I have been trying to get a refund for a reservation that turned out to be a fraudulent listing. I am committed to getting a full refund and have proven multiple times that Airbnb and the host for this listing have not acted in accordance to Airbnb's policies and have taken my payment and have not delivered anything of the promised services in exchange. This is the definition of theft and fraud. I would like my full refund and will continue to report this issue until this is resolved.

In the meantime, do not book with any listings from Kay's Place. They do not clean their units between guests and refuse to honor cancellation policies. Also know that Airbnb considers levels of severity when it comes to unsanitized rentals - if they don't consider your dirty listing dirty enough, they'll decide not to refund you. For reference, feces, spit, and old food left from previous guests is considered not severe and only enough to warrant a 10% refund on one day's cost of the stay. 

[Helen744]

Kealyn0 We are all hosts and cannot help in this matter. Call the proper Airbnb numbers but if the host is 'fraudulent ' how do you know anything about the listing?Are you a host yourself . Then you will have access to all the reasons for a refund including 'property not being as listed '. did you arrive? what was 'fraudelant' ?  H

[Jenny]

Hi @Kealyn0 

Can you let us know more about what happened when you contacted Airbnb to report the property?  

There's more information about what to do here - I hope you were able to report the violation once you arrived at the listing.

Jenny

[Kealyn0]

Hey @Jenny, 

 I did reach out to Airbnb support and to my host directly and provided photo proof of the unclean apartment. The host did not offer any immediate solutions but rather said she'd refund my cleaning deposit and send the cleaning crew around sometime the next day. As it wasn't possible for us to stay in an unsanitary unit, we told her we felt uncomfortable with that option. She told us that we had to talk to Airbnb support from then on. When we contacted support, they did not offer us alternate accommodations or other assistance options. We canceled our stay through support and we asked our host for cancellation as well and booked other lodgings for the weekend at our own additional expense. The total time spent at the unit was about an hour while we were having these conversations through Airbnb's platform.

Since then, I have been told by Airbnb support that I only qualify for 10% of the cost of one night of our stay.  I have pushed back, requesting a full refund since we did not stay at the unit at all. They have given partial reimbursement which they call a 'courtesy' from Airbnb. This does not sit well with me since I have been pointing out that our cancellation was due to a travel issue that is covered for reimbursement under Airbnb's cancellation policy and air cover terms. I have offered to compromise and pay for one night of our stay since we checked in at about 7pm and I understand that the host would be unlikely to relist the unit for rental that night. This was ignored and so I have continued to pursue my full refund amount. 

What is most frustrating is Airbnb's support team's refusal to answer my questions and valid points. As I point out their non-adherence to their own policies, support team members keep 'closing' the support ticket so that the conversation cannot continue. When I open another request for assistance and front load this information so that they can't dismiss it, they tell me that I never officially canceled my stay - to which I respond with screenshots proving that I did. The support ticket gets closed again at that point.  

I've followed the procedure by the book. Airbnb and the host have not. I did not stay in the unit past the amount of time it took me to realize that the listing was unsanitary, seek assistance, and finally cancel my reservation. At this point, I am calling this issue what it is: a case of fraudulent advertising from the host and a case of theft from Airbnb. Until I can have a full conversation with someone from Airbnb and get my refund, I'm continuing to reach out in all possible ways to get in touch with someone who can resolve this issue. 

I'm beyond frustrated and if you have any advice on how to proceed, I welcome it gladly!

[Jenny]

Thanks for giving me a bit more detail, @Kealyn0! I've escalated the matter within Airbnb so it'll be reviewed, and I've asked someone to reach out to you once they've gone over everything.

Jenny

[Kealyn0]

Hi @Jenny , 

Thank you - I have had someone reach out to me but I am unfortunately encountering the same kind of communication that I had before. 

I've included screenshots of the conversation below. I'm still very frustrated and hoping that when ** returns to work on Monday that she'll actually answer some of the questions and respond to my points. If you have any other thoughts or could escalate this to someone who will actually respond to my points, I'd be very appreciative. 

Thanks, 
Kealyn

**

 **[Private conversation removed in line with the Community Center Guidelines]

[Carolyn821]

Thanks for posting this Kealyn. I’m going through the exact same thing, with Airbnb refusing to honor a partial refund despite the fact the unit was not clean when I arrived (dirty towels, bedding, dishes, etc). I had to wait 5 hours before the unit was cleaned and yet airbnb keeps calling this ticket “closed” and not offering any refunds. It’s incredibly frustrating because this is explicitly defined as a “travel issue” in the written, public  advertised airbnb policy for a refund eligible cause. Will continue to make their life hell until they honor their policies as advertised. If they continue to do this, lets join together and pursue legal action to hold airbnb accountable for fraud. 

[Maria-João14]

Hello, I am going through the same issue. Has this been solved for any of you? It's very frustrating. Still trying and will keep doing so.

[Kameron0]

I agree. I’m in! My listing I was booked into a completely different home than advertised. I showed irrefutable evidence and they said it’s not covered by air over when I is!!! I want to take legal action as well.

[Jess10]

Hi! I'm so sorry you had to go through all of this. I am having a similar issue with Airbnb and their Aircover policy. There was a fraudulent listing, Airbnb knew about it, and they did nothing to notify me until I showed up at the airport. I have evidence of their negligence and am about to submit a demand letter to their lawyers. 

Were you able to get them to give you a copy of the full Aircover policy? I cannot find a pdf of it online, only bits and pieces. Do you know who underwrites Aircover? If I can find out I can file a claim directly with the insurance agency and circumvent Airbnb entirely.

Thanks so much!
Jess Reeves

[Christina163]

dispute on your card