Our host cancelled last minute and we have yet to receive a refund

[Emily1168]

Hi,

Our host cancelled our reservation a couple hours before check in due to a plumbing leak in early March, 2020. The host said she cancelled the booking and Air Bnb should be reaching out regarding a refund. We have not received any communication from Air Bnb, we requested a refund from our host, and have not received any refund. We had to book a hotel last minute which was quite more expensive than the booking. We are a bit frustrated.

Can you please help me resolve the issue. How long will it take for a refund to received? Looking forward for your kind response. Thank you in advance.

-Emily

[Sarah977]

@Emily1168  You say the host told you they cancelled the reservation. Did you check at the time, or since, to see if the reservation shows as cancelled on your end? Or you just took her word for it? If there isn't a cancellation showing on your end, then she never did it. You'll have to get in touch with Airbnb customer service to find ut what's going on.