Airbnb Steals Guest’s Payment After a Quote

We were looking for somewhere to stay in Hout Bay, South Africa and as a member of Airbnb we went onto their website and saw Villa Barry advertised. The picture clearly shows the villa with a swimming pool on the property. We pressed the “get a quote” button (which clearly states underneath “you will not be charged yet”). The agent emailed back to say the price would be £367. This seemed reasonable but we thought we would clarify that the swimming pool was included in the price. The agent mailed back and said there would be an additional charge for using the pool of approximately £5 per day. We thought this outrageous to be charged extra for the use of a pool which is clearly on the property so we did not take the matter any further as we had not confirmed the booking. Since then we received a rude email stating that we will only receive a refund of £167 instead of the full amount of £367. We contacted an Airbnb customer service agent to say that we never confirmed the booking; we only asked for information on the swimming pool so there was no reason for her to take any money at all. We expect a full refund. Since then, she has not had the good manners to even acknowledge our email and as yet, we have received no communication from her whatsoever. We have now put this case in the hands of our credit card fraud department. We have used Airbnb before but never been treated so badly by a so-called agent. As we have been treated so shamefully we would never recommend Airbnb.

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