Our first ever Airbnb booking was cancelled this morning, two days before we were due to land in London. Airbnb sent a text message saying they had emailed us with an offer of 10% off an alternative booking. No such email arrived. I called them; they said a Case Manager would call me to assist. I called back again two hours later and there was no Case Manager to speak to. I was told a refund could take more than two weeks.
When I made this booking, had I cancelled it even an hour after having made it, I would have been charged 50% of the fee I paid but there is no meaningful compensation for the host having cancelled at the last minute. I have now had to book a hotel in London, costing a lot more, and Airbnb cannot even be bothered speaking to me about what is literally a breach of contract. I have other bookings with Airbnb for this trip throughout Europe and now don’t know whether we will even have accommodation when we get there. This is thoroughly unprofessional, skewed in the hosts’ favour and I will never, ever use Airbnb again.