Host refused to send back the deposit and Support center from Airbnb did not help me at all

[Stavros69]

I want to submit a complaint about a booking. The owner of the apartment has requested a deposit of 150 euros as a guarantee and not through your website. After I contacted the owner and told her that although I have been using your site for years, I don't know if this is allowed, she told me that this was the only way for me to book the apartment. I would like to point out that this discussion took place when I had arrived in town and had to check in, so I transferred the money through PayPal. After I left the apartment, she informed me that there was some damage in the apartment. She let me know that she was not sure if the damage was caused by me or by previous tenants. As she had no proof, she returned to me part of the money and kept the rest to cover part of the damage. Furthermore, she did not provide any invoice or proof of the repair services corresponding to the money she had subtracted from me. I have contacted her repeatedly since I handed over the apartment in the condition in which I received it and I stressed her that I do not take any responsibility for any damage. Also she let me know that she had to close the apartment because of the damage, however the apartment was available both on your website and on another site booking .com. Kindly let me know if this is something you could help me with. Everyone that talked to me from AIrbnb- Center couldnt help me, and always was telling me that someone else will take care my issue and then they were closing the chat and putting it as 'resolved'

[Breanna]

Hi @Stavros69 

So sorry to hear you've had such a frustrating experience!

It sounds like you have already reported the issue but I just wanted to provide you with this article regarding Paying outside Airbnb as it contains a lot of great information on fees that can and cannot be collected off platform as well as how to report if needed. 

[Kia272]

@Stavros69  This sounds like a very unethical host, and I'm sorry this happened to you. However, you're best option was to call AirBnB when the host confronted you with this situation. I know it's not ideal, but any time you pay money off-platform, you can consider that money gone. 

Had you reported the host, AirBnB would have tried to find you other housing. A host is not allowed to do this, unless it's for something clearly explained in the listing, like a tourist registration fee, electric charges, or similar. 

Unfortunately, the host is the only one who can return your money, and it sounds like she's not going to do that. Reporting the host is your only option at this point.