Why am I not getting a full refund

[Mark4530]

I booked an apartment in Chertsey with Host who appeared to be honourable and reliable as you'd expect from AirBnB.

I got access to the flat and on the 3rd time of going in, up many flights of stairs the Key pad lock failed. I was locked out, my processions were locked in and  I was stranded. The host did not know what to do and was very unhelpful. AirBnB ambassador David, told me she, the host had to get a locksmith, which after loads of calls, she finally did. Then when the locksmith arrived she refused to give him permission to drill out the lock as she had no money. I paid £204 and got in. On checking the flat was full of her belongings, there was no hanging space and the flat was not very clean. I decided to leave and booked into a hotel. It was an altogether,  terrible experience. It then get worst, not only is AirBnB not listening to me and telling me there is nothing they can do. The host has said I caused malicious damage and is threatened to call the police. 

Heres the facts: Under British law the flat failed health and safety as the lock had failed and as such the flat was not fit for purpose. The Host eventually came out with a key and I was able to lock the flat and leave. 

Also, the flat did not meet the advertised description and was not as expected. Everyone I talk to in support in AirBnB is USA based and do not understand British law. Is there a UK based team i can talk to. The Citizens Advice Bureau believe I am right and as AirBnB are UK based they need to follow uk law. Does anyone know how I get in touch with the UK team, this is a travesty of justice. 

The Consumer Council who act for the Citizens Advice Bureau advised me to call the police and report the host for Entrapment and extortion, by refusing to allow the locksmith to drill she was acting illegally. 

Any help and or advice will be greatly appreciated. 

[Mike-And-Jane0 · Accepted solution]

@Mark4530 its good to hear from a guest now and then. Most posts on here are from hosts complaining Airbnb is siding with the guest so it is refreshing to have my theory confirmed that guests are equally badly treated (we just don't hear about it as much).

If Airbnb will not refund you for the stay then I suggest you launch a claim in the small claims court. Read the terms of service to find out which entity you are claiming against (probably Airbnb in Ireland) and then go through the online process.

Alternatively (and perhaps prior to the above) you could try approaching them on Twitter as they don't like bad publicity.

[Huma0]

@Mike-And-Jane0 

At what point did you contact Airbnb RE the refund? I'm asking because they have specific timescales in their refund policy in terms of reporting the issue.

[Huma0]

Sorry, the question was meant for @Mark4530 , not @Mike-And-Jane0 

[Bhumika]

Hello @Mark4530 ,

I understand how difficult and overwhelming this situation must have been for you. I have relayed your issue to the team and am hopeful you will receive a response soon.

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