Help with a refund please.

[Heidi998]

Hello, 

I booked a Villa that was available with the option of instant booking, then i wrote a message to the owner for extra confirmation and the owner responded that actually the house was not available, but I was already charged so I asked her to cancel the trip but she didn’t respond so i cancelled it myself. 

I got the credit in my account but I am not going to use it so I want my funds back to the same card I used… I reached the customer service chat but they are telling me that is not possible for me to get the credit back. please I need help. It’s not fair. why would the owner use an instant book option if it’s not available??? I will not be using the credit. I want the funds back in my credit card please. 

[Lorina14]

@Heidi998 

Sorry to hear about what happened. I would call the customer service and explain what happened saying that you messaged on the Airbnb platform and the owner misrepresented the space allowing an instant book when it was not available (you can provide screenshots of the messaging if they need it although they should be able to view the messages on their platform). When guests have cancelled within the cancellation time they are allowed to have a full refund. Did you select a non refundable stay while booking to get a 10% discount? 

Regardless you should be given the refund to the method of payment as the host was not honest allowing an instant book when the space was not available. I would keep the case number for your issue and call back and speak to another rep or a manager to escalate the issue. Let us know what happens.

[Emilie]

Hi @Heidi998, 

I'm sorry to hear your booking did not work out, and you had some trouble getting the refund in the right form. Have you managed to find a solution, with the help of the support team, since your post here, or do you need more help?

I'd like to take this time to extend a big thank you to Lorina for the advice as well. 🙂

Thanks, 

Emilie