How did airbnb steal 4000 eur

[Cris6539]

I booked the place in Madrid via Airbnb for me and my family for the period 26/10 - 16/11 2024. I paid for that reservation 3,835.62 EUR. (the reservation code - **).

On the 29/10 I got the email that the reservation was cancelled by Airbnb and my account got blocked. The host told me that the same thing happened with his account too. 

There was this text in my email - "Your € 3,835.62 refund is on its way, and will usually deposit in your account within 10 days."

Also the host told me that he didn't get any payoutfor that reservation and asked me to leave the apartment.

I left the apartment and was sure that I will get the refund (as it was mentioned in the email). But for now I didn't get any refund!!!!

I talked to the airbnb support and got the answer:

"Your account was removed because we determined that reservation ** is associated with fraudulent activity."

And this: "A refund can’t be issued in this case."

I'm really shocked!!!!! I have no idea what fraudulent activity are airbnb talking about.

Due to the airbnb policies - they can cancel any reservation, BUT! they MUST refund the funds!

For now they are ignoring all my support messages and truing to steal my money (almost 4000 EUR)! I've tried to call the support line but couldn't get the agent on the line after 40 min waiting.

I would appreciate any help or advices or contacts that can be helpful in this situation.

**[Sensitive information removed in line with the Community Center Guidelines]

[Mike-And-Jane0]

@Cris6539 you could either ask your bank for the money or raise a small claims court case.

[Cris6539]

@Mike-And-Jane0 Thank you for your reply. My bank didn't receive any refund. So the money are still in Airbnb hands.

It seems that I have no other way... 

[Cris6539]

Got new email from support with the same text "The refund can not be issued in this case". No explanation, no details...

I definitely sure that airbnb just steal my 4000 eur

[Frances3408]

@Cris6539 . I'm a host but sounds like its time to do some sleuthing.

Is the listing still available to book those dates (or any other)? How did you originally pay and have you checked your payment details in your profile? Is it possible to get the payment reversed by contacting your payment institution yourself and showing them the cancellation correspondence?

Are you able to use AIrbnb to make another booking? If yes, that would suggest that you are not the problem.

If the issue is between the host and Airbnb then you may indeed have a valid claim so as @Mike-And-Jane0 suggests, you may need to take the legal route.

[Cris6539]

Hello. My account is blocked and I can't access anything. So I'm not able to book again or to check any settings

I've paid with my credit card but I'm not sure that I can claim the refund from my side with the bank. But will try to do that.

The only thing I got from airbnb support is "Your account was removed because we determined that reservation is associated with fraudulent activity."

And this: "A refund can’t be issued in this case." 

They sent this to me 3 times... No details, no human talking - only this template messages.

And I still didn't get any refund (almost 4000 eur).

[Helen3]

I would suggest you take Airbnb to small claims court @Cris6539