I booked a stay in Vegas over Christmas and New Year’s back in April and paid a deposit of £710.60. The host’s cancellation policy stipulated “cancellations must be made within 48 hours of booking to get a full refund. Otherwise a 50% refund will be given if cancelled one week before check in date”.
Unexpected events last week meant I needed to cancel, and I thought I would be courteous and give the host plenty of advance notice so that they could get another guest in over the holiday period. I submitted a refund request through the resolution centre for 50% of £710.60 (minus service fees, etc.) which was then rejected by the host, stating that the refund should in fact be for $774. I then received an email from Airbnb advising that I was to be refunded £593.29 and that it would clear on my card within five working days.
Five working days later and there is no refund showing on my card. Apparently, Airbnb has been communicating with the host and he has now refused any refund whatsoever. The last communications I have just received from Airbnb state that if I had paid the full amount (£1,303.89) I would then be entitled to a refund of 50%. Nowhere in the host Ts and Cs does it stipulate this.
Airbnb had apparently “reached out to” the host and he has “refused to give any partial refund and wants to stick to their cancellation policy.” I have screenshots of said cancellation policy and all the notifications back and forth confirming refunds.
Basically, I am now out of pocket by £710.60 and the host has ample time to get another guest in. If I’d paid the full balance and cancelled a week before arriving, I would be entitled to a refund of 50% of £1,303. It actually wasn’t worth me being courteous to a host and cancelling so far in advance. No idea where to take this further. Any suggestions, anyone?