I need help cancelling my reservation and get my money back

[Michael8137]

I CANCELLED MY RESERVATION several month ago before it starts. I was told it is cancelled, but I found out a month ago it is still charging me for the reservation as if

 

 

 

 

 

it was not cancelled  with a due amount of around $21000. I had charged me 5k without my authorization, I talked to several customer service specialists for a month. Every time they just told me it is forwarded to the relevant team, and no one would get back to me anymore. What should I do?

[Gina2084]

Sorry to see this. I would recommend you file a complaint against airbnb on the “better business bureau” and immediately file a lawsuit.

Good luck!

gina 

[Michael8137]

Thank you!

[Jennifer1897]

HI @Michael8137 

First and foremost, you need to review what the cancellation policy was for the accommodations you booked. There are different policies hosts can select ranging from flexible to strict. I will include a link below for reference. 

Cancellation policies for your listing - Airbnb Help Center

When booking an accommodation, you are agreeing to that policy, so should you cancel, the funds you receive back will be based on that.

When you book a longer-term reservation, payments are typically taken out in increments. When cancelling a long-term reservation, it is likely one of the two options below were in place. I am not clear on when you actually cancelled so it is difficult to discern what payments were actually taken before the cancellation vs after. It also looks like you had two separate reservations for the same accommodation. Did you book two separate trips because that would affect your refund as well. 

Strict Long term

If you choose this policy, it will apply to all stays of 28 days or longer and overrides your standard cancellation policy for those stays.

• To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 28 days before check-in
• If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights
• If fewer than 30 days remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights

Flexible Long term

If you choose this policy, it will apply to all stays of 28 days or longer and overrides your standard cancellation policy for those stays.

• To receive a full refund, guests must cancel at least 30 days before check-in
• If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights
• If fewer than 30 days remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights

[Michael8137]

Thank you for the help. I looked at it when I was cancelling it. It says I'm qualified for a full refund. I cancelled it approximately 3month before it starts, so I suppose it is good.  It is probably two same reservation is creating some bugs.(The frist cancellation was an accident, that's why I reserved again causing two same reservations)

[Mike-And-Jane0]

@Michael8137 generally if a guest makes two reservations that coincide then one is not refundable. That said it shouldn't be possible to book the same place twice for the same dates so something has gone wrong.

[Fred13]

No doubt, something screwy going on, like one reservation was cancelled, the other still kept 'live'. Stay with it & good luck.