Unwanted booking

[Agnieszka97]

Hi, just wondering whether someone had to deal with booking made by accident or a child making booking and the cancellation process? I can't get a full refund from the host despite cancelling as soon as I have noticed and explaining it was unintentional. Thanks

[Helen3]

 How were you able to make an unintentional booking @Agnieszka97 ? 

you have to confirm in at least two places that you want to go ahead and fill in all the booking information?

you can cancel penalty free within 48!hours if the booking is for two weeks or more in advance 

what cancellation policy does the host you booked with have ? 

[Agnieszka97]

My son clicked the photo of a swimming pool he liked and it allowed him to book the place as it was an instant book and default dates. He didn't have to fill anything in. I was amazed myselt how was that even possible. Apparently when you have an App on your phone your account at Airbnb is connected to PayPal and with few clicks a child can book whatever he wants with no verification needed. Sic! Dates were preselected and for May so wasn't allowed to get a full refund. 

[Helen3]

Sorry you can't click on a photo and make a booking @Agnieszka97  

you have to take at least four step including adding dates, number of guests and then going through to make the booking 

I am sorry your child managed to get hold of your phone , go into the Airbnb app, select dates , choose a property and make a booking . 

Why not ask the host if they would refund if they get a replacement booking ?

what is the host's cancellation  policy 

[Agnieszka97]

I am not going to suggest to try this.. but it is possible. He booked it for myself only as it is my account. A farmhouse that sleeps 10 for one person... My son is severely autistic and has understanding of a 4 years old. The App allowed him to do it by random clicking. It is so easy to do when the dates are preselected that anyone could book it accidentally if not careful. I did everything I could, I begged my host not to charge me for it. Some people are heartless. 

[Kia272]

@Agnieszka97  You should call AirBnB and explain the situation. I think the host is being really crappy about this. Give it a try. 

[Agnieszka97]

I did. I went through the resolution centre, talked to the supervisor, tried to escalate. They told me that I shouldn't contact the host outside of the Airbnb and that the host stands by their policy. Case closed. I wanted to complain. They said I could fill in the feedback form. 

[Paula · Accepted solution]

Hello @Agnieszka97,

I'm so sorry to hear about the situation you've been through. Even when you have been already in contact with the Customer Support team, I've gone ahead and forwarded your issue to the team that can help in the hopes they can come with a solution soon for you.

Paula

[Agnieszka97]

Thank you. I still hope something could be done. 

[Frances3408]

@Agnieszka97. If nothing else, I believe you that this happened. Its also possible to purchase a myriad of things online with little or no verification so this could happen again. Going forward you might want to ensure you have a lock on your phone and other internet connected devices at all times. My best friends' son is autistic. He's now 14 and doing better after years of various intense therapies and heartache. In some ways he's very clever; perhaps your son is too? Wishing you both all the best. 🙂