This text was also submitted to the Florida Attorney General and other sites. I made several Airbnb reservations for an extended trip, and made sure the cancellation policy for each allowed for a full refund up to 14 days ahead.
Then coronavirus struck, and as a senior citizen we decided to cancel. I have two complaints. The first is that despite very clear words on the reservation page and confirmation email that I would get a full refund, Airbnb is keeping their service fee. They provided a rule that only three are refundable per year, and my trip involved seven, so I would lose four service fees or about $210 of my $950.
My complaint is they practiced deceptive advertising: the reservation page said “full refund until September 1”, but users would have to click a link for full details, then from that page a second link with more information let someone find this rule in the “fine print”. An exception that overturns my ability to get the full refund promised on the checkout page should be clearly stated on the first page and as part of the checkout process, not requiring the user to click backup “info” links and searching through backup webpages.
The second and bigger issue is that I settled for losing these four service fees to get the bulk of my money back. I cancelled the reservations and have emails stating they are refunding me $740 of my $950, but after ten days I called and they said my refund failed with no explanation, and any attempts to resolve this have been not only unsuccessful, they will not even talk to me or reply to my messaging.
When I call, I can talk to their first-line clerk but they know nothing and cannot help. They say they “will elevate” the call but nobody ever gets back to me. When I message them, they ignore me and do not reply. Airbnb is deceptive and in my opinion criminally keeping my money but there is nothing I can do.