Host won't issue refund

[Laura1194]

Hey all,
Having major problems trying to claim a refund back from a host for unstayed days at an apartment in Melbourne.
My original booking was for the 16th-29th of October. Having arrived at the apartment on the 16th, I found that my bed had no bed clothes and I wasn't given any keys to get in or out of the apartment block, there was also a fob needed to get into the building to add to this.
I contacted Airbnb support within 24 hours as I wasn't happy with the living situation and wasn't comfortable staying there. I was advised to alter my dates staying there. So I changed the dates from 16th-18th Oct. There was a flexible cancellation policy.
I didn't notice the host didn't accept my alteration dates until after the 29th (I was told by Airbnb team the host would most likely accept and to just wait for the refund to come through, so I did).
So then I contacted the Airbnb support team. I requested money from the host, to which he ignored and so I involved the resolution team.
They however would not help me, they said because the host didn't accept the dates within the given time frame means there's nothing they can do, they have to side with the host.
I read the terms and conditions and I'm pretty sure my case is entitled to be reviewed under the Guest Refund Policy!?
I said this to the person reviewing my case but I didn't get a reply and on the previous email to that he said the case was closed.
I'm owed $260 and I'm determined to not let the host away with it. His advertisement was misleading and untrue, had I known what the living situation was going to be like, I would not have booked it!
Please advise, its an ongoing problem now! 😞

[Sherry396]

@Brian2036 

I will also write a negative review under her as a host. 

[Mike-And-Jane0]

@Sherry396 How will you leave a review if you cancelled your stay?

[Barbara2832]

You can't - you're powerless 

[Pat271]

@Mike-And-Jane0 

I have read that a guest can leave a review about their experience with a host, even if they never arrived at the property, the argument being that communications with the host are worth sharing. Don’t know if it’s true or not - it’s another one of those things about which I’ve seen conflicting information.

[Margarita561]

That is a big problem. We should cancel a reservation due to visa troubles, the host saids he could not make a refund because he has lost.

The host is now receiving guests, doubling his benefits and Airbnb don’t even allow me to comment on this “service”. 

[Liana1852]

I am going through the same problem! Where me and my family booked a 8 night stay in dubai on Christmas eve!! Arriving to an apartment with false advertisement. First we were literally in the middle of no where, the host said that the expo 2020 was 5 minutes away from our apartment and it was not. We had no wifi in the house, there were no supermarkets near us and we had a child with us. Even if we downloaded the apps to get anything delivered to the apartment they automatically canceled our orders because we were in the middle of no where! It took us 25 minutes to reach a metro station nesr the expo that was supposedly 5 minutes away from the apartment. It was the worst experience of our lives, we basically got hustled!! We canceled the second day due to the horrific circumstances and the host did not want to refund any of the money. I then thought i was eligible for the guest refund policy and til this day no one has contacted me! We were on a budget and all this is  a huge scam honestly ! Shame on airbnb doing this to people

[Pat271]

@Liana1852  What did the reviews say?

Whenever I see a guest complaint that describes a listing as clearly fraudulent or with glaringly missing amenities or complete fabrications about location, etc. I have to wonder about this. Surely other guests have had the same complaints.

[Barbara2832]

We just got screwed by Airbnb and a superhost 🙄 in St. John, NOVA SCOTIA, named Mike:  the Airbnb site freely mixes TWO provinces - Nova Scotia and New Brunswick - often using just initials.  So we booked a property five hundred miles north of where we intended to be, and the fake super guy took our $ without pointing this out - not his problem.  You book you're screwed, they side with the host and you're out of luck even if the site is part of the problem.

First agent was soooo sympathetic to our circumstances and offered 50% back immediately, snd said the offer would remain good, but that we should go through the appeal process.  What a joke. We should have taken any cent they offered, because we have now been told that they are trained to fob you off, never give any money and stall you.  

We (I) have used Airbnb many times but no more - being ripped off with a screw you from a 'Superhost' (just means he has tons of properties) isn't worth it.

Great marketing on Airbnb's part - at least hotels have some liability and product name to defend.

You won't get a dime, sadly.  

[Cody241]

Just explain to what ever financial institution you bank with of the situation make sure you screenshot you messages with the host and airbnb customer service representative to back up your dispute and with all the right information your bank should refund the money back into your account its easy 

[Lisa8308]

Thanks so much for this tip! 

[Lisa8308]

I have two open cases right now when I have in writing and over a phone call saying I would be refunded and Airbnb telling me to leave. Now a new person (because they hand over cases over and restart them over and over) says no. Keep pestering them. And document everything. I’m planning on taking legal action shortly. 

[Sherry396]

I’ll  contribute information to that legal action. I’m sure I can find my emails & messages. 

[Lacey81]

I booked new Airbnb host. Wanted to give the guy a chance. When I got there the place was full of roaches. I mean the floor was crawling. I stayed one night but got out of there for the next night. The host refused to give me my money back after saying he would then left me a bad review saying I'm mean because I kicked off the app. I don't think I was ever even rude to him. So I'm out the money and got a bad review for trying to give someone a chance. 

[Ramses16]

Sorry this doesn’t help, but lessons learned, let others be first.  A great discount for being first can have it’s complications, this happened to us in Germany.