Airbnb’s Unacceptable Delay and Lack of Accountability for Refund (Reservation Code: HM452YZ2MS)

[Awais8]

I am writing to share my deeply frustrating and disappointing experience with Airbnb in the hopes that it may resonate with others and push the company to take customer concerns seriously.

On December 13, 2024, I canceled a reservation ** within the timeframe allowed for a full refund, expecting a smooth process as stated in Airbnb’s policies. I was promised that my refund of $1,541.70 would be processed and sent to my account by January 14, 2025. However, as of today, January 15, 2025, I still have not received my money, despite multiple follow-ups and reassurances from Airbnb support.

This delay has caused severe financial and emotional distress. My family had planned a trip to Dubai for the first week of January, but the failure to refund our money completely disrupted our plans. This was not just about missing a trip—it meant disappointing my young daughter, who had been eagerly looking forward to this vacation. Instead of enjoying our holidays, we have been left frustrated, anxious, and financially strained, all due to Airbnb’s negligence.

Despite my repeated attempts to resolve this, I have only received vague responses, conflicting stories, and no clear timeline for resolution. The lack of accountability and transparency is deeply troubling, especially from a company of Airbnb’s reputation.

What I’m Demanding:

1.Immediate Refund: Airbnb must process and confirm the transfer of my refund without further delay.

2.Compensation: Given the financial and emotional toll this delay has caused, I am demanding appropriate compensation for the inconvenience, stress, and disruption to my family’s plans.

What I Plan to Do:

If this issue is not resolved promptly, I will:

•Launch a public awareness campaign across all major social platforms to highlight Airbnb’s poor handling of refunds.

•Share my experience with Airbnb’s investors, founders, and board members to expose how these issues erode customer trust.

•File a formal complaint with consumer protection agencies and explore legal action to recover damages for the distress and financial losses caused.

The holiday season has come and gone, but the frustration and disappointment caused by Airbnb’s mishandling of this issue remain. I urge others in the community to hold Airbnb accountable for such practices and demand better from a company that claims to prioritize customer satisfaction.

If Airbnb truly values its customers, they must step up and resolve this matter now. Enough is enough.

**[Reservation number hidden - Community Center Guidelines]

[Mike-And-Jane0]

@Awais8 Good luck with your campaign. It won't achieve anything though. Try a small claims court action.

[Jennifer1897]

@Awais8 Airbnb does not "compensate" for emotional distress caused by their actions or lack thereof. If they did, I would be a millionaire.  Demanding this is pointless and will fall on deaf ears. 

My response to the refund issue would be this. I know there was a promised refund date of 01/14/25 however a number of factors outside of Airbnb's control can affect the time and actual date the money appears in your account. For example, when I am issued refunds, despite it saying it was processed, it takes an additional couple days to actually hit my account. Given that it has only been a day after their promised delivery date I would continue to work with support and give it at least another 24-48 hrs. Keep in mind though most of Airbnb's support system is outsourced, and they don't actually have extensive knowledge about common issues.

If the refund does not appear by the end of the week, you can look into taking further action outside of the platform. You can go through your bank or credit card to dispute the charge or as Mike and Jane said you can look into small claims. 

[Joan2709]

@Awais8 

What did Airbnb say was the reason for the refund delay?

Airbnb does it can take up to 15 business days for a refund to be processed for credit cards and if other forms of payment you can see what they show as time frames: 

When You'll Get Your Refund

https://www.airbnb.com/help/article/1967