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! 😞

[Tyler433]

When you did a dispute through your bank did the accept the dispute

[Brenda1194]

I'm definitely  doing  this

[Kim943]

I rented  an Airbnb in Myrtle Beach. First night I found a bedbug. I left immediately. Airbnb and host will only refund 2 nights out if 7 even though I never slept there. 

[Venetta0]

Oh boy, I have NEVER complained about an Airbnb but this one recently takes the cake. First we can’t check in listed time because “ They are still preparing Airbnb “ . Then when we receive checkin instructions, we receive a “ I must inform you there is water damage in kitchen so maintenance man has removed some Sheetrock to air things out”   Once we pull in the garage, it reeked of garbage two cans full. We didn’t know how much Sheetrock. A huge 2-3 ft in diameter hole in ceiling. I took pictures. There holes in wall, Sheetrock crumbs on floor and furniture, beds look like they weren’t changed, bathrooms were not cleaned, garbage smelled throughout the condo, no extra towels or sheets. We checked in 6 guest nothing was prepared for us. The host denied refund stating he wasn’t aware of complaints. Lies,lies. I was communicating throughout the Airbnb messaging with his other host. She apologized and offered us a place a whole hour away from the venue   We wanted to stay near the venue all three days we needed. So no I refused the place. The host I never spoke to during our complaints, played it off as I was just a dissatisfied customer. Ive contacted the customer service and no response yet. He also acted as we  stayed one night. We stayed 4 hours only because we were corresponding with the host about the deplorable conditions. We had children and those conditions were not suitable for children. I am furious because in good faith he could have offered a discount or at least half refund. He took my money. He hasn’t heard the last from me. 

[Lance85]

Had a booking in South Beach. The apartment stank of urine on arrival to the extent that its making some of our party retch, the bedding was also suspect. We departed immediately and went to a hotel around the corner. Called the host who said the smell must have come in through the Aircon, which showed his ignorance that the Aircon just circulates the air in the room. Put complaint and request for refund on the air bnb site as required by the policy the host said "no refund" air bnb have just completely ignored all my messages. The host has a number of properties and was so aggressive on the phone I tried via the credit card but they couldn't do anything. Im left thinking I don't want to deal with air bnb. 

[Wendy828]

My first complaint with Airbnb as I have had some lovely stays with some fantastic hosts, but wow - this most recent experience of mine has just ensured that this will be my last use of Airbnb.  If anyone has any advice how to deal and take it further, I'd appreciate it.  I booked a stay in Vegas over Xmas and New Year back in April and paid a deposit of £710.60.   Host cancellation policy stipulated "Cancellations must be made within 48 hours of booking to get a full refund. Otherwise a 50% refund will be given if cancelled one week before check in date".  Unexpected events last week meant I needed to cancel, and I thought I would be courteous and give the host plenty of advance notice so that they could get another guest in over the holiday period.  I submitted a refund request through the resolution centre for 50% of £710.60, which was then rejected by the host - with the host stating that the refund should in fact be for $774.  I then received an email from Airbnb advising that I was to be refunded £593.29 and that it would clear on my card within 5 working days.  5 working days later and there is no refund showing on my card.   Apparently, Airbnb have been communicating with the host and he has now refused any refund whatsoever.  The last comms I have just received from Airbnb state that if I had paid the full amount. (£1,303.89) I would then be entitled to a refund of 50%.  Nowhere in the host Ts and Cs does it stipulate this.  Airbnb have apparently "reached out to..." the host and he has "refused to give any partial refund and wants to stick to their cancellation policy".  I have screenshots of said cancellation policy and all the notifications back and forth confirming refunds etc.  Basically, I am now out of pocket by £710.60 and the host has ample time to get another guest in.   If I'd paid the full balance and cancelled a week before arriving, I would be entitled to a refund of £651!!  There won't be a next time for me, but if anyone is reading this, take note.  It doesn't seem to be worth cancelling months in advance and being courteous to hosts.  No idea where to take this further.  Any suggestions anyone?

[Linda108]

@Wendy828   It would be helpful if you could post what is the level of the cancellation policy so I have a clearer picture to respond to. Was is a strict cancellation policy?   Meanwhile, please understand that the 48 hour cancellation relates to the Air BNB fee refund not the host fee.  Cancellation policy relates to the host fee refund.  Air BNB has the money.  BTW did you pay in full or did you split the payment into two installments?  The host does not get the money until a day after check in.  Therefore, many hosts with such advance notice as you have been so considerate to provide, will issue a refund if they are able to re-book the listing.  Hope this is helpful, if not, provide more information about your situation and perhaps we can be more helpful. 

[Sarah977]

@Wendy828  It is clearly stated in the cancellation policies that the various refunds are based upon the nightly booking cost of the reservation. If cancelling, you don't get away with paying 50% of the 50% you paid up front simply because you opted to pay in 2 installments. The pay half now and half later option is simply a budgeting convenience to guests, not a way to avoid the cancellation rules.

[Wendy828]

@Sarah977  In this case the owner T's and C's were ambiguous - which is why I raised my initial complaint above and why the owner agreed to a refund of the full amount, which was then over ruled by Airbnb.  Airbnb were also refusing to refund cleaning costs and service charges, and yet the T's and C's I had visible were saying that these were refundable.  After lots of communications back and forth through the Airbnb App and forwarding lots of screenshots of T's and C's, a settlement was reached. 

Thanks for response though. 

[Wendy828]

Hi Linda.  Thanks for getting back to me.  Level's of cancellation policy is news to me as I cancelled using the terms and conditions of both Airbnb's policy and the host policy, backed up with a comms from the host confirming the refund policy was 50% .  I have however, pasted below the policy details from the booking in the hope that it helps you/the community better advise me. I paid a deposit of £760 and the remainder was due 4 weeks before arrival.  I contacted the host last week (3 months + prior to arrival) and advised him that I would need to cancel, and that I wanted to give him enough notice so he could get another guest in. I submitted a resolution request for £259  - which was 50% of the maximum refund I could claim back.  The host declined this resolution with a statement saying the refund policy was 50% and then he processed a refund for $774. I received confirmation from Airbnb that I would be refunded £593.29 (equivalent to $774 ).  This refund has not surfaced and I've now been informed by Airbnb that I am not entitled to any refund whatsoever -despite their clear T's and C's below advising otherwise.

I have pasted below the T's and C's related to my booking.  

 AIRBNB CANCELLATION POLICY 

"Strict (grace period). Full refund if cancellation is within 48 hours of booking.

For a full refund of the nightly rate, the guest must cancel at least 14 full days before the listing's local check-in time (shown in the confirmation email). The service fee will not be refunded unless the guest cancels within the free cancellation period for their reservation.

For a 50% refund of the nightly rate, the guest must cancel 7 full days before the listing’s local check in time (shown in the confirmation email), otherwise no refund"

“Cleaning fees are always refunded if the reservation is canceled before check-in.

The Airbnb service fee is refundable up to 3 times per year if the guest cancels within 48 hours of booking and at least 14 days before check-in.”

HOST CANCELLATION POLICY - included within confirmation email 

“Cancellations must be made within 48 hours of booking to get a full refund. Otherwise a 50% refund will be given if cancelled one week before checkin date.”

The booking still shows this status:

You cancelled this reservation

You will receive a partial refund of £593.29 based on C****'s cancellation policy.

So I am at a loss as to why Airbnb are now stating I am entitled to no refund whatsoever, when the terms stipulate that cleaning is "always refunded if the reservation is cancelled before check-in."  Airbnb even states within the cancellation status hat I am entitled to a partial refund based on the host's cancelation policy.

Please let me know if you need more information. 

Thanks  

[Izzal0]

Wendy, i am in the same position now like you. If this happen, who can help us resolve this unfair and unclear policy of airbnb. They are ridng on our money. I need help too 😥

[Daniela1339]

contact the better business bureau . I am in the same position myself. I booked an airbnb . that stated the host offered private use of the deck and yard upon request and she stated that the apartment was pet friendly(meaning I could bring my own pet which I intended to do). She also did not mention there was another pet on the property. Three days before i was due to arrive she told me I could not have private use of the yard and deck even though I requested as her lisiting mentions because she would have family over for Labor Day weekend , and also that they would be bringing their dog. These conditions did not work for and were not the conditions I paid for. The host was broking the contract since I paid and booked for different conditions. I reached out to AIRBNB immediately for Support. After 5 days of going back and fourth and TERRIBLE customer service I could not travel for my trip , I was never offered to be rebooked elsewhere and they denied me a full refund. I was planning on traveling to meet my brand new nephew and I could not even do that and lost out on over $500. I looked at AIRBNBs policies and it states that host must have accurate listings. Maybe if multiple people contact the BBB we can 1) get our money back and 2) shed some light on this company that does not even follow their own policies that they have set in place! 

[Wendy828]

Hi there @Izzal0  Sorry you are going through this too.  It's so stressful.  I read T’s and C's thoroughly before booking anything, so the refusal of even a partial refund came as a bit of a shock to me, particularly as the owner had already agreed to a full refund. This was then overruled shortly after by Airbnb.  Airbnb were also refusing to refund cleaning and service charges (which totalled over £250) yet it was clearly written in both the owner T’s and C’s and the booking T’s and C’s that these would be refunded if the booking was cancelled more than a week before arrival.

It transpired that the owner T's and C's were ambiguous, so I was able to reach an agreed settlement with Airbnb, but that entailed several communications a day via the messaging service for over a week.  I sent them multiple screenshots of all the communications between myself and the owner and both sets of T's and C's.

For such a big company, no-one should have to remind them of their own T’s and C’s!  

Hope you get some resolution.  

[Lisa8308]

Honestly I am having problems now too - is there a reason why everyone on here just doesn’t put a class action suit against Airbnb? Could we do this?

[Vincent697]

1. We we had the same problem we booked a place in  in Florida we change the dates to host except those dates  you are in constant contact with the host some Airbnb and the one that all the property in Florida Joseph upon arrival we flew to Florida with our two young children upon arrival at the location before we got there we are in constant contact he sent us the code to the gate code to the door upon arrival I walked into the residence with the code that Joseph gave me and found 10 young people partying  in the location that was rented to us upon contacting the host he referred us to a private personal number of a lady named Victoria who said all we had managed to many properties he must've been mistaken  their mistake of contacting Airbnb about the situation because obviously up to your children and have no place to stay the host on their private number said they would pay for a hotel because of the situation I contacted Airbnb they try to use the excuse that oh well we sent acceptance through the Airbnb website which we never got which is totally A relevant due to the fact that the host sent us the code for the door and the key to get in the apartment the same day he sent the other people the code and to get into the apartment which is pure neglect and irresponsibility I contacted again Airbnb and the host stating that we would not be staying there we would not be staying there to the fact that we felt extremely unsafe being put in such an unsafe and scary situation as that pure neglect and your responsibility to give to people simultaneously the same day as code to enter the residence is a security breach and I'm not going to stay somewhere with my children or not safe  I don't know if anyone could imagine walking to a place where you're supposed to feel safe and secure and finding other people there knowing that the host is so irresponsible and negligent to give anybody the code on the same day there's no excuse for that at no time did you say we couldn't go there we didn't click a button that says we change the date he tried to blame Airbnb saying they never told him we didn't click the button Airbnb says no responsibility  Airbnb's actions in this matter shows that because the host pays the money to rent places the side with the host is pretty much what they said without saying it the greed from this host is astounding nobody should use Airbnb ever they're unsafe undocumented have no control over that house I went by the residence   Because Airbnb even though we told him we canceled never stated that we canceled the host never supplied us with information to get back into the resident on the days we paid for it just decided they're going to keep the money and Airbnb is OK with that I went back to the residence and seen cars parked in the driveway of that residence so basically kept our money and rented it to somebody else  I feel that the dangerous situation that Airbnb allowed us to BN and the host negligence should be required a full refund yet they have done nothing I think people should bandit gather that had bad experiences with Airbnb start a boycott  Vincent