We are extremely disappointed with Airbnb and how our reservation was handled. Airbnb canceled our stay because the automatic payment didn’t go through — but we were never notified that the payment had failed. According to Airbnb’s own policy, guests are supposed to receive proper notice and a chance to correct the payment issue before a reservation is canceled. That never happened.
We did not cancel our reservation, and we did not violate any agreement. We were fully prepared to complete the payment immediately had Airbnb followed their own procedures and notified us. Instead, they canceled the reservation without warning and then denied a refund.
All we are asking for is fairness, and for Airbnb to honor their own policies. It’s extremely disappointing to be penalized for something that could have been resolved in minutes if we had been properly informed.
Airbnb — please make this right.
