I was treated with disrespect and would be canceled and refunded. Now host keeping my corporate move fund

[Connie479]

I decided to gamble with what little money I have to start a new life in San Antonio where I grew up and went to high school I’m suffering from an autoimmune flare. I have red psoriatic plaques on my eyelids which can damage my vision if not healed. I explained to my host who was strange and not transparent about policies that I was coming to the wet climate that would help my condition.

After booking my psoriasis were worse and I know the water in Texas will make the situation worse. I asked if they use strong chemicals to clean . He said “no.” I asked if the luxury unit had soft water because it was a medical necessity for my autoimmune issue. I was coming to heal so I can work. The man WH Texas sublets many apartments in downtown San Antonio. He states the building won’t allow it.

I ask him could I look into it. He says I need to quit acting like I own the place. They don’t want to make modifications. I said I speak to the manager. Tex started texting me angrily every few seconds and saying he would cancel and refund me. I have a screen shot now he has changed his mind and won’t refund the money from my corporate account for this move to start my new life. I can’t afford to lose the money.

Once you treat me with disregard personally and think it’s fine to keep my hard earned money. I don’t feel safe. I don’t have an address only a parking garage no unit # or code. He wants to double book the place and Airbnb has wasted my time. So Airbnb took away my opportunity to move and have support. So much for trying to make us connect. Greed not humanity runs this company,

[Mark116]

@Connie479  Your post is a little confusing.  If you want members  here to troubleshoot ideas for you, then a more clear picture of what happened would be needed.  I can't quite tell if you wanted to Airbnb your rental unit and were denied or if you rented an Airbnb that you found  unsuitable and now are trying to get a refund, or both.  

[Huma0]

@Mark116 

It is confusing, but this is what I understood from @Connie479 's post.

1. Connie booked an airbnb in San Antonio and mentioned to her host that she was partly coming there as the wet climate would help her psoriasis (although she also says it's because it's where she grew up and went to high school) .

2. However, when her psoriasis got worse, she asked the host if the he used strong cleaning chemicals and he said no. She then asked him if the water was soft. He says no, as the building won't allow it. She asks him to look into it anyway as she needs soft water.

3. The host, at this point, is getting tired of the demands and tells her that she should stop acting like she owns the place and that the building isn't going to make modifications for her. She still insists that he speaks to the building manager about it.

4. Now the host has had enough and gets angry. He tells her he will cancel and refund her.

5. Connie then says the host changed his mind and won't refund her. Now she has lost her money and has no place to stay. 

@Connie479 

Sorry, maybe I have gotten something wrong. If so, please correct me. However, your story doesn't make sense for a number of reasons. 

- If the host (rather than the guest) cancels, the guest automatically gets a full refund. The host doesn't have the option to keep the money. 

- Airbnb, not the host, collects and processes the payment. They only pay the host their share (minus fees) once the guest has already checked in. Airbnb will not pay a host who has cancelled the stay.

- When it is an instant booking, the host can occasionally cancel (up to three times a year) if he/she feels uncomfortable about hosting the guest, without penalties, but they would still not get paid and you would be refunded in full.

- If it was a request booking and the host cancels, they face heavy penalties, including financial and the calendar is blocked so they cannot book other guests for those dates.

Either way, instant booking or request, a host does not get paid if they cancel so they will not be making money from a double booking.

- So, I am assuming, if you did not get a full refund that either Airbnb has not processed the refund yet or, it was you, rather than the host, who cancelled. If the latter is the case, you would be refunded depending on the cancellation policy on the listing and the date you cancelled. Even if the host promised you an additional refund, they are under no obligation to do so.

I have to say also that I find it a bit unreasonable that you expected the host to contact building management about the water softness after he told you it wasn't possible. As a customer, it's your responsibility to read the listing and ask questions BEFORE booking and then make a decision. It's not the host's responsibility to alter their listing or negotiate with building management to cater to your needs. He's running a business, not a charity.

The first thing you need to do is double check if it was you or him that cancelled. If it was him, contact Airbnb to ask when you will get your refund. If it was you, check the cancellation policy. It should tell you how much, if anything, you can expect to get back.

[Mark116]

@Huma0  LOL, thanks, I didn't 'get' that at all.  Hmmm.  Maybe it was a long term rental and I vaguely think in that case the guest almost always loses the first 30 days?  Maybe that is what she's talking about.

[Huma0]

@Mark116 

Yes, I am guessing that was what happened. However, she says the host cancelled. As far as I am aware, if the host cancels, the guest gets a full refund, and also the dates are blocked?

Probably the host told her to cancel, with a promise of a refund, which he then apparently went back on.

[Fred13]

"So Airbnb took away my opportunity to move and have support. So much for trying to make us connect."

Perhaps it may be more effective to find a place that fits your many personal needs than insist on one particular host (1/10,000,000+ listings) to perfectly fit you.

[Connie480]

Those are many needs? Obviously you’ve never worked in N or managed a hotel. If a client chooses our property we are pleased. We don’t blame the guest for asking questions to endure a safe environment. We never mock them for the purpose of their vacation. Healing, rest and perks are exactly what we provide . We are also transparent in our policies and we provide the guest a accurate address. Even when having a difference of views we discuss them in a calm manner🫧We don’t jump to conclusions about someone attitude we’ve never met.You’d never make it in the hospitality industry. We work hard to create magical moments and memories. We do not tell the guests who informed us of the reason of the stay. Why don’t you go up the road and choose another property for your “many request.

[Fred13]

Speaking of jumping to conclusions, perhaps you should take a moment and read about what some of the posters here trying to help you do and thus get a clue where they are coming from.

[Huma0]

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@Connie480 wrote:

Obviously you’ve never worked in N or managed a hotel... We don’t jump to conclusions about someone attitude we’ve never met.You’d never make it in the hospitality industry. 

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LOL @Connie479 , maybe you should have had a look at @Fred13 's listing and  ratings before 'jumping to the conclusion' that he'd 'never make it in the hospitality industry'. He seems to be doing rather well...

[Connie480]

I’ve moved on and could care less about beating a dead horse to death. I suggest you do the same. A couple of women were helpful but mostly the post were an opportunity for  assumptions and judgement. I’m not into negativity online games.

Have a nice Holiday Season,

C

[Huma0]

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@Connie480 wrote:

mostly the post were an opportunity for  assumptions and judgement. I’m not into negativity online games.

---

@Connie480 Really? Then why are your only responses here full of negativity, assumptions and judgement?

I wish you all the best, but as you are able to communicate clearly or understand basic Airbnb policy, I'm not sure how anyone was supposed to help you, even though I tried. I also thought good communication skills would have been an essential skill in the hospitality industry.

[Bhumika]

Hello @Connie479 ,

So sorry that you had such an experience. Have you had a chance to connect with the Airbnb Support team through the contact page regarding your matter? 

We're happy to announce the Month of Celebration!

Can’t find what you’re searching for? start a conversation

[Connie480]

Thank you for you kind inquiry. The host wrote a message that he would cancel the extended stay and refund the substantial sum of money. He went dark afterwards refusing to answer my or Airbnb attempts to contact him. I agreed another attempt to negotiate my stay. I was looking forward staying in downtown San Antonio for the holiday and to moving my business to Texas.. Since he refused to respond and had offered cancel reservation and provide a refund in our messages. Airbnb refunded my money except my pet deposit. I contacted the host (he answered) and said the pet deposit was nonrefundable. My bank is disputing the charge and hopefully I’ll be refunded soon. It took days to investigate the issue so I canceled my trip and will go next year.

Happy Holidays,

Connie

[Stephanie2848]

Hi Connie

My wife and I had a similar experience with WH Texas and tried to file a complaint with the BBB in Texas and we cannot find WH Texas listed anywhere. Do you have any of their contact information.

We have contacted Airbnb several times and they have not offered any assistance. We now have our bank involved.

Thank you