Host Forgets About an Advance Booking, Denies Refund

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I booked a place in Delhi around December 22nd, 2016 (our trip to the Himalayas started on December 24th). I made a booking for the night of December 31st at a place whose host was called Kshitij (the listing was “cozy room for three”). He had amazing reviews on Airbnb, and before our trip we had a brief chat in which I told him about the flight details and the place to which we were traveling. The Himalayas have yet to receive reliable wifi service and as we were a little distracted by the beauty of the place, we didn’t check our phones (our mistake, I agree). We reached Delhi on December 31st at 5:00 AM and from that time I tried to reach Kshitij over Airbnb messages, considering Airbnb sends an email or text for each Airbnb message. We waited for him to wake up, have his breakfast, and so on and so forth. By 12:00 PM I got hold of his number and called him to find out he had completely forgotten about the booking and was not in Delhi. We paid him 15 days prior and he forgot; I was sure he had used the money by then already.

Anyway, he helped us to find a hotel near his place which straight away said no to an ‘unmarried couple’ (yes, we’re Indian and not married). We had to pay double our booking charges with Kshitij to find a room for the night. Since then, I have been contacting Kshitij through calls, messages, WhatsApp and Airbnb texts; he hasn’t responded properly. He also said he has started the refund, however I haven’t received anything. I called him again on March 1st, and eventually after an argument he disconnected the phone, and sent me a text: “This is the number for Airbnb. Please call them and share all your grievances from the last three months.” I am shocked to know how these people are exploiting guests in the name of a big organization like Airbnb. On the other hand, Airbnb has no support system or help available for anyone using services from Airbnb. I have attached our conversation screenshots in case you want to browse through them.

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