Formal Complaint

[Ruth1636]

Although I am a host I am posting this as a guest. I have just had to cancel a reservation (after checking in) and leave abruptly due to personal safety concerns (a door to the apartment that didn’t stay latched, we initially didn’t have a key and once one was provided it wouldn’t lock reliably). The host will not refund me. Airbnb say it’s at his discretion because I don’t have a video proving it wouldn’t lock. I feel like an ****** now for not videoing but at the time it was all so uncomfortable and unsafe feeling that I just wanted to escape.
How do I complain that Airbnb have not taken the reported safety issue seriously and are there any other avenues to go down for getting the refund? 

[Joan2709]

@Ruth1636 

Well this is a first...normally Airbnb would automatically refund the guest for a safety related issue without notifying the Host. I'm surprised they actually said it was "Host discretion" on the refund. Since we aren't able to see the communication between you, the Host and Airbnb, can't really advise further.

You can keep trying to escalate the issue with Airbnb. In the mean time, I would leave an honest review and don't say anything in the review that isn't true or give Airbnb a reason to remove your review at the request of the Host. 

[Ruth1636]

Thanks for the advice. I’ve done all those things so I’ll have to wait now. Yeah, I was super surprised also…I think it’s because I cancelled in a panic so it went down the cancellation route not the safety issue route. Still, I feel frustrated that I have to « play the game » and that because I did the wrong thing administratively in a stressful situation I can’t now be believed about the safety issue and be refunded accordingly. I tried to activate the pathway in the review but they just bounced me back to the other open thread about host discretion on refund. Sigh. Has anyone had success ever or managed to work out who you can escalate to outside of Airbnb if they aren’t meeting their legal responsibilities towards safety?

[Joan2709]

@Ruth1636 

If you cancelled the stay yourself and not Airbnb - it is doubtful they will refund you. 

As you realize now...If the listing has a safety issue, you can leave the premises and go to a safe place. Then contact Airbnb Safety Hotline and have Airbnb cancel the stay.

You should still be able to leave a review.