Complaint help!

[Lisa8732]

Hi, yesterday I received a notification that our booking for Christmas has been cancelled due to "failed payment". Airbnb were due to take the rest of the money last week 

It turns out they didn't and haven't advised of any problems, and not contacted us at all. They have simply cancelled our booking, and of course kept the part payment!.

After 6 phonecalls yesterday afternoon and no help whatsoever we are now taking legal action, but it's such a shame that they operate this way 

After reviewing the booking, I've seen that no refund was due if cancelled after 16.00 on 16 December, and guess what, they cancelled our reservation at 17.00 yesterday 16 December!! 

But no communication has been made about failed payment, the booking stated that they would take this from our bank 

We contacted the host directly and she informed us that  Airbnb had told them that we didn't have the money to pay. Very unprofessional lies basically. If this had been true they should have contacted us, our bank would also have communicated this to us, which hasn't happened.

We asked for recordings of the telephone conversations as two of the employees confirmed that no communication has been made about failed payment. They refused this also and wouldn't even allow us to speak to anyone in a superior role who might be able to help.

Basically just over a week to Christmas and we have lost our booking and our part payment!

Absolute disgrace, we have been completely cheated.

[Mike-And-Jane0]

@Lisa8732 Its not clear what country you are in but a small claims court case should at least get your money back. Is it possible to save your Christmas by finding a new place to stay?

[Lisa8732]

Hi there, I'm in Spain. Thank you for your reply.

It is unclear what is going to happen with Christmas at this stage 😔

[Helen3]

Has Airbnb reinstated the booking?

Do you know why Airbnb was unable to collect payment through the payment method you set up to collect the second stage payment @Lisa8732 

[Lisa8732]

No, they have not. They fast that this cannot be done.

They have not said why they didn't take payment either unfortunately.

We are never using them again

[Alicia753]

Hi @Lisa8732 resolving the issue of a canceled Airbnb booking due to a "failed payment" involves a few steps. You may try following the steps below. Hope this helps. 

1. Continuously ask Airbnb to clarify the reason for the "failed payment" status. There might be an issue on their end that needs rectification.

2. Emphasize the urgency of your situation and request their assistance in finding an alternative accommodation.

3. If you have travel insurance, check if it covers accommodation issues. Some policies include coverage for last-minute changes or cancellations.

[Lisa8732]

Thank you for your reply. They simple say they were unable to take the payment, and don't give anymore information.

This morning they have said that I can pay the remaining balance through the resolution centre as the host would still get the initial payment I have already made. I don't know if this is true, and really don't trust them at all. 

[Mike-And-Jane0]

@Lisa8732 This does make sense as the host would get 50% of the rental amount based on 'your' cancelation. If the host is willing to go down this route then fine but make sure it is all clear on the platform and that they have blocked the dates for you.