Host refused to check-in on the checkin date, didnt cancel the reservation and kept the money

[Priyanshi0]

I booked Airbnb in London city starting this week for20 nights.

upon landing in uk, I messaged my host of my arrival time. The host initially mentioned i need to get Covid test certificate and show at checkin then only checkin will happen. But at the time of check in he asked to send the test report before coming to the property. I sent my Covid test that was done in departure and sent hom through email. After recieving covid test report he messaged me ok airbnb that I can’t check because the report is not from UK. And if i first get test done than only i wipl he allowed entry. I tried calling him to speak on phone and he kept disconnecting the call and later it started going on voice mail. I was at airport while all this happening. I mentioned where would i go as i have this booking.

the host then started blaming me for putting other neighbours life at risk by checking in. I had booked a self contained apartment and now the host was telling me the other family in adjacent apartment wont let me in. I asked him if he doesn’t want me to check in then cancel my reservation and let me book something else. 
He agreed to check me in through messages only then i finally went to property and called the host. He didn’t  pick any call and also the family living at the property said its not Airbnb property.

now the booking cant be cancelled as it was nonrefundable. I had to do another booking through airbnb and slept at friends place for one night. The host didnt pick any pf the call and didnt call back too. I raised the issue oj resolution centre and they are not responding as well.

please help how do I get my money back when I am not hosted at all.

[Anonymous]

@Priyanshi0  Honestly it sounds like your listing was a scam. But whatever the case, not being able to enter the property is a very straightforward basis for a full refund. Call Airbnb: https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/td-p/16165

[Marit-Anne0]

@Priyanshi0 you need to contact airbnb customer services asap. There should be a phone number on your booking confirmation.

Hopefully, you have some of the correspondance  with the host on the airbnb message service for reference.

If the host is unable to host you, I believe you are entitled to a full refund. Furthermore, I do not think the host has the right to ask for a negative Covid test, but the neighbours have a right to protest as hosting in London is not allowed unless guest is travelling for work, moving house or other valid reasons outlined in the UK Covid related laws and regulations.

[Diana1650]

Hi @Priyanshi0 yes you should get a full refund, I had a host cancelled while I was standing in the lobby to check in on Christmas Eve for a 4 might stay (the holiday weekend) I booked my stay in Nov 5 for the holiday, AIRBNB gave me full refund, and found me another booking gave me credit to use towards new place, refunded my Uber between the 2 places and my cancelled holiday meal. It sucks this happen to you, I got stuck on a holiday with my son.