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! 😞

[Linda108]

From the information you provided, @Laura1194, it seems to me you would be due a refund.  The host would not accept the cancellation request from you because the host would be penalized for doing that.  However, it should still go through as a cancellation and you would receive a refund according to the cancellation policy which you state was flexible, not strict.

While I agree you could qualify under guest refund policy, that is not your only option.  You should dispute the charge on your credit card and let that system work it out.  If you did not stay at the apartment the entire time you should get your refund that way.  Good luck

[Laura1194]

Thanks so much for that Linda!

I'm totally new to all this so just not sure how to go about getting to the next stage. 

Do I submit another complaint to the Airbnb team and get dealt by another member? Remember I've already dealt with one of the case managers and they closed my case saying they can't issue a refund.

Furthermore, you said I can dispute the charges on my card. Is this through the bank or Airbnb again? 

[Susan7]

Hi Laura

This sounds a perfect sitution to tweet them about. Peopleseem to get a good quick response that way without being bogged down.

Cheer

Susan

[Linda108]

I do not know on what basis Air  BNB has sided with the host to not issue a refund, but it cannot hurt to try with another rep.  I have seen posts where another rep would override an initial decision.  Have you started to dispute the charge on your credit card?  That is done by contacting the company or bank that issued the card.  Guests are in a stronger position about refunds than hosts because you can use other means to recoup charges.  

[A163]

Same situation. Their customer service is horrible. I have sent this email to everyone I could think of. 

**

Hello,
I am emailing you because I am a victim of horrible customer service and theft. I have been a customer of air B and B for years and never did I think you all would take advantage of customers the way I am being taken advantage of. I made a reservation for a group of 12 to visit San Juan in May. Upon arrival the house looked nothing like what was described on the site. When we entered, it was also disappointing. I contacted the host when the electricity and water went out. I asked for a refund so I could find another place to stay. He agreed. I then attempted to contact air B and B to ensure my refund but could not get anyone on the phone at 10pm. So I attempted to use the automated system. The automated system was horrible and kept replying with general responses. As a result I had no choice but to contact my bank. The women with me needed their money back in order to pay for another place so the refund was an emergency. Three months later my bank tells me they could only honor half of the credit because the host contacted them and stated he never received a complaint or requested a refund. He lied to them and as a result they gave him half of the payment from my account. I then provided them proof that I did contact the host, attempts to contact sir B and B and the receipts from the place we eventually stayed. My bank still stated that they could not obtain the money from the merchant and as a result I needed to contact air B and B. When I did, you all were no help. You all stated that because I contacted my bank you all couldn’t help me. The reason I contacted my bank was because you were of no help from the beginning! And now I’m out of 1100 dollars because your host lied. Your customer service is horrible and as a customer I feel totally taken advantage of. This should never happen to anyone and the fact you all penalize me for contacting my bank is absurd.

I do plan to file any and all complaints I have because being cheated out of 1100 dollars because of a lie is ridiculous.

**[Conversation with CS removed in line with Community Center Guidelines]

[Sarah977]

@A163  So the place was unacceptable, I gather the host was not responding to your calls or messages. The protocol is then to cancel the booking and leave. It doesn't appear that you cancelled, just tried to stop payment?

Had you cancelled immediately, as the instructions on Airbnb explain if you arrive to find a place is described inaccurately, you would have been refunded, instead of ending up in this situation.

[A163]

Not at 11pm ma’am. 

[A163]

But thx. Looking for solutions though. 

[Edwin57]

Keep everything through Airbnb message board for proof and yes keep complaing to Airbnb 

[Jessica-and-Henry0]

@Laura1194

IMO it's not about the HOST issuing the refund at this point - it's about how Airbnb decides to handle your refund. Airbnb has been known to ignore defined cancellation policies and find in favor of the guest (plenty of posts that rant about this). Airbnb is in a position to go as far as to take money from hosts that do not agree to the refund (against future earnings) in order to give guests refunds not just for unstayed days but even stayed days and even when those guests were lying thru their teeth AND hosts had proof.

So it's really surprising to hear that you are facing such a problem with refunds as a guest. Tweeting is recommended a lot as a way to escallate your case when hosts/guests end up with these totally crazy, illogical decisions by case managers the first time. 

[Brenda1194]

How can we make air b and b liable?

I made a reservation  and it did wrong days they are giving ing me back 24 dollars out of 140 dollars. It's wrong

[Dan605]

Hey Laura,

Good luck! We did the same thing, our airbnb was absolutely terrible. I filed a dispute with my credit card, and left a bad review. The host had the nerve to respond back and say we weren’t getting a refund and that we were disgruntled guests. My credit card won’t give us the money back because they showed a receipt. Airbnb only said they would refund the cleaning fee and yet to this day no refund. We didn’t stay the full time because the airbnb was disgusting. We have pictures and videos, yet airbnb & the host dont care. Will never use airbnb again. Sorry you had to go thru this. 

[Megan424]

Dan,

Sucks to hear this, I'm having this problem now. Booked a mountain cabin, asked if we could get to it in our car, was told 'maybe'. So we took a differnt car got stuck on the mountain 2 miles away from the cabin. The 4x4 snow tire trucks were even having problems becasue the raod was so steep. The host wont refund us. AirBNB said we were at fault because we didn't contact the host when we couldn't becasue there was no cell service for our provider. We had to check into a hotel down the mountain to use their wifi to Cancel our AirBnb. It's garbage that they just choose not to help. Suppose they're big enough to do it now.

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@Dan605 wrote:

Hey Laura,

Good luck! We did the same thing, our airbnb was absolutely terrible. I filed a dispute with my credit card, and left a bad review. The host had the nerve to respond back and say we weren’t getting a refund and that we were disgruntled guests. My credit card won’t give us the money back because they showed a receipt. Airbnb only said they would refund the cleaning fee and yet to this day no refund. We didn’t stay the full time because the airbnb was disgusting. We have pictures and videos, yet airbnb & the host dont care. Will never use airbnb again. Sorry you had to go thru this. 

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[Zach440]

Airbnb is doing the same thing with me. I called the host out on having a property that wasn't maintained well or cleaned prior to arrival. Her response was to claim I had a party and used that as the excuse to cancel my reservation and kick me out. I have spoken to over 10 agents, all claiming I will receive a call back. None have called back. The worst customer service I have ever encountered.