Hi @Anonymous,
Thanks for that. However, the written terms and conditions are different to how things actually work in practice.
Once I was fed up with the host's delays and non-responsiveness (midway through my stay), I put a request through AirBnB for an immediate cancellation and refund. Unfortunately, they only then request confirmation from the host. The host reached out to me and said they would look into the refund but needed time to "escalate the matter". I note that throughout I was said to be speaking directly to the owner of the business -- turns out that is just the name on the account that everyone in the office uses so each day someone new to the matter would log in and start the process again.
I've never had anything but great AirBnB stays so I'm not well versed in the intricacies of the cancellation/refund policies. I relied on the process through the site. And that process allows for the host to stall for more time to give less of a refund. I had my bags packed and ready to move out, but couldn't risk paying twice for my accommodations. I chased the host continually but they kept asking for more time to process the refund because they needed to escalate the matter. And because the firm all seem to use the same owner's account, it was confusing who they would be escalating the matter to.
Please remember that during my stay, every time I left the building I was chastised by security on the way back in like I was a criminal. They simply refused to believe (and rightfully so) that anyone would rent an apartment to me but not give me basic access to the building.
I appreciate that the host seems to know how to abuse the cancellation/refund process through AirBnb, and I will take it as a lesson learned; however, I don't see what my alternative would have been since the host determines whether the refund will ultimately be given and they purposefully stalled and were non-responsive (by messages and by phone) for days on end.