French Riots - Air B N B No Help

[Nick2772]

Hi, 

Cancelled a stay in France due to the riots. 

Host agreed to fully refund then reneged on offer and  now Customer Service on Air B n B are patronising and rude offering zero help 

How do I escalate ?

Thanks,

Nick

[Mike-And-Jane0]

@Nick2772 did the host offer the refund on the Airbnb messaging system? If so then they have made a legally binding contract with you. 

[Nick2772]

Yes they did. 

[Mike-And-Jane0 · Accepted solution]

@Nick2772 then go back to Airbnb and point this out to them. If written down it is legally binding.

[Pat271]

@Nick2772 

Escalating won’t help, as you are not due a refund for that reason, unless the policy under which you booked allows it.

The trip insurance you were offered (and hopefully purchased for a nominal fee) may cover this situation. You’d probably have better luck redirecting your efforts in that direction.

[Nick2772]

Surely it’s an exceptional circumstance ? 

Don’t Air B n B have a duty of care for us as guests ? 

[Ramil19]

We experienced the Riot first hand in front of our unit in Saint Denis on our 1st night, initially Airbnb offered 20% voucher refund and possible reimbursement but after we are able to move to a new accommodation without any help from Airbnb support they are now saying we are not qualified for extenuating policy where RIOT is clearly stated as unforseen event. Seems Airbnb support team doesn't even know what is extenuating policy each  support ambassador has different interpretation of our situation some says we are qualified every time we talked to them by phone but once someone took over the support ticket they update it saying our experience doesn't quality for Extenuating policy and we are no longer entitled to the initial offer we received on the day we asked for new listing location. Until today I keep on calling their support trying to explain what we have experienced how our gost fails to inform us and endangers us  I'm with 2 infant 1 senior citizen (a riot already happened iN Saint Denis night before we came) yet they keep on saying that their top priority is our safety! 

[Robin525]

you don’t, air Bnb doesn’t escalate anything. They only pretend to