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! 😞

[Sarah977]

@Michelle2758 Yes, it's irritating when a guest or host doesn't respond to messages. 

But I'm not sure why you equate a host "having a heart" with giving you a total refund. If your booking had been for months in the future, the host would have had a chance to rebook another guest for those dates, but as your cancellation is only a week and a half before check-in, the host will likely not have time to get another booking and you will have affected his business income. This is precisely why hosts have cancellation policies.

Having a heart goes both ways.

Many hosts are willing to refund for any dates they manage to rebook- did you ask the host if they would consider this? 

Have you asked your company if they would share any loss with you, as it was your change of assignment that resulted in the cancellation?

If there is a chance of this happening in the future in your line of work, you should only book places that have a moderate or flexible cancellation policy, in which case you would have been automatically refunded everything but the Airbnb fee (which has nothing to do with the host) up to 5 days or 24 hours before check-in cancellation.

[Michelle2758]

He won’t respond to my messages. That’s the frustrating part. My stay being considered a long term stay is what screwed me in this. This is my first time even booking with air b n b

[Sarah977]

@Michelle2758  I understand it's frustrating for you and difficult to lose money like this.

Something to be aware of is that many hosts get guests asking for refunds in contravention of the host's cancellation policy. Pretty much everyone would like to get their money back, of course. So hosts may just get sick of answering requests for refunds and not respond.

I don't know how you communicated with the host about this, but a message like "As my company has changed my work schedule and location, I am having to cancel this booking. I understand the terms of the long term cancellation policy in place, but I am wondering if you would be amenable to refunding me for any cancelled dates you may be able to rebook? I'd really appreciate that", will be better received than "I won't be able to keep this reservation, as my work schedule has been changed. I really can't afford to lose this money, can you please have sympathy and refund me?"

If hosts refunded every guest who asked for that, they wouldn't have a viable business anymore. And everyone thinks their reason for cancelling is worthy of a refund.

Yes, the long term policy is a stickler if you have to cancel, as you get nothing back. Better to book for less than a month and then extend it if you need to stay longer and it's still available.

The bottom line is that guests are aware of the cancellation policy when they book, so while some hosts may generously refund in some cases, if they aren't willing to, it's just something a guest has to be prepared for.

[Debra300]

@Sarah977, I am about to get on my soapbox regarding preparation for traveling.

@Michelle2758 and @Susan4281,

"Anytime your travels away from home include paid transportation, rentals and admission fees, and you cannot afford to take the financial loss if there is a disruption to your plans, ALWAYS purchase travel insurance or use a credit card that provides that coverage, no matter the distance or duration."

A policy would possibly be less than the non-refundable Airbnb service fee, and a valid claim would be paid quickly.

[Lisa8308]

It’s their job to respond. If they are tired of it sell them property and move on. Stop making excuses for poor customer service. This is her first time requesting a refund and is irrelevant as to what other guests have done 

[Mario2946]

When you disputed your charge did the bank give the money back?

[Irene1023]

AirBnB is terrible.  It neither properly screens hosts to be sure they are good hosts, nor does it screen guests properly yet somehow they are the middle person that makes their executives billions of dollars?  I regret ever booking with AirBnB after hearing the nightmare stories, I have suffered from it.  AirBnB is a scam they don't do any due dilligence, and won't issue refunds allegedly leaving it up to the host.  I used to book on VRBO with a lot fewer issues.  Their customer service lies and gives you the run around.  This whole process is infuriating. 

https://www.cnbc.com/2020/04/07/airbnb-guests-complain-its-hard-to-get-coronavirus-refunds.html

[Sherry396]

Am having a horrible experience with a very immature selfish host who promised me a refund if she rented her condo. We had a family emergency & had to cancel. Unfortunately I was duped into a non refundable contract. I didn’t even realize I chose that. It was very sketchy. Host refuses any contact with me & Airbnb support people. I’m ready to go to the local news for help & maybe get a lawyer. She said twice she’d be HAPPY to give a full refund. Now it’s refusal.  Help!!!

[Ashley1537]

Was it a Sue in Honolulu? Because this is literally what we’re going through. I’m so disappointed and will never, ever use Airbnb again after this. 
not only that - she didn’t share the cancellation policy until after it’s booked. 😑 So frustrating. 

[Sherry396]

No it was Carla in Littleton Colorado. 

[Pat271]

@Ashley1537 

This makes no sense. The cancellation policy is clearly described before booking. There is no such thing as a host “sharing a cancellation policy”.

[Margarita561]

I totally understand you, for me was similar. The host said he could not make the refund because he has lost, but instalado true. The host is now receiving guests, doubling his benefits and Airbnb don’t even allow me to comment on this “service”. 

[Brian2036]

@Sherry396 

Is it possible that you chose the non-refundable option in order to get the 10% discount?

Was there something misleading about the way your refund options were offered?

If so, I hope you draw attention to this, because it can and should be made very clear to guests before they accept the contract.

[Sherry396]

@Brian2036 

Oh yes it was very unclear. I would have never selected a non refundable option.  

[Sherry396]

@Brian2036 

Airbnb took the host Carla’s side even though they can see in the text thread she said 2 times she’d be happy to give a FULL refund if place was rented, & it was.  I feel they need to force her to provide the refund since she said she would. How can they let her go back on her word!?  I’m going to file a complaint with the Better Business Bureau & possibly contact local news who help solve consumer issues.