Hi Airbnb team and community,
I’m posting here because I need a Supervisor-level review of a cancellation dispute involving UI misrepresentation versus policy timing.
My reservation showed that it was fully refundable before 4:00 PM on October 2nd. I cancelled exactly at 4:00 PM, and at the moment I clicked “Cancel,” the Airbnb interface clearly displayed “Full refund” — which is why I proceeded in good faith.
However, Airbnb support later denied the refund, saying I should have cancelled at 3:59 PM, interpreting “by 4 PM” as before 4 PM, even though the platform still showed “Full refund” at 4:00 PM when I confirmed.
Under consumer interface fairness principles, the final message shown in the UI at the moment of action takes precedence over static policy wording, because users are expected to trust what the platform displays at the time they make a financial decision.
I have requested that Airbnb review the UI state log tied to my cancellation timestamp, which records what refund condition was shown on screen when I clicked confirm, but the refund was still denied without this being checked.
I am not asking for an exception — just for Airbnb to honor the refund condition it displayed in its own interface at the time of cancellation.
Can someone from the Supervisor or Trust & Safety team please review the UI state log for my cancellation timestamp and confirm whether the system displayed “Full refund” at that moment?
Thank you, I appreciate any guidance or support on getting this properly reviewed.
