Dreadful Refund Policy, No Way to Speak to Airbnb

We had used Airbnb three times with no difficulties, until we made a reservation to stay in a log cabin at Christmas. We made the reservation in September and immediately after we made it we received a notification from the host that the rates that were posted on the Airbnb website were incorrect and that we owed a substantial amount more. The host recommended that we cancel and find something else if the additional cost was not acceptable. We went ahead and immediately cancelled the reservation. However, we didn’t receive a full refund. Airbnb retained $118 as a service fee! A service fee? They had done nothing! The host was very upset and tried to contact Airbnb without success. We tried repeatedly to contact Airbnb without success. We learned that if you need to cancel, the host must do the cancellation and then you get a full refund. If you try to do it as a guest, then Airbnb will keep a portion. Today again I have tried to find a phone number for Airbnb as a last ditch effort to express my frustration, with no luck. So I am writing on this site instead in the hopes that others will read it and not fall into the same trap that we did. We are done with Airbnb. We will never use them again.

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