My Airbnb Refund is in the Clouds Somewhere

I initially made a reservation for a luxury condo on Wednesday, September 19th online through the Airbnb app. All I received as confirmation at that point was an email. It did not give any policy information about cancelling.

The host then responded and had questions that I needed to answer about those that would be staying under the reservation, to which I had to respond through the message link on the Airbnb application. After responding I received a booking receipt in an email on September 20th. On none of the emails was there any information about the host cancellation policy.

There were six of us planning to go. I paid the initial payment of $2,266.75 on my credit card. I tried to contact the host through the app ten months ago to pay the final amount as some of our party wanted to make sure it was paid for before traveling. I had planned to ask if we could change out one guest for another due to one not being able to travel. The host did not respond to my message.

I contacted Airbnb directly on March 15 about how to cancel due to another one of the guests being in a car accident and not being able to travel due to serious medical issues that were detected during examination after the car accident. I reached out to Airbnb due to not hearing back from the host previously. I was told by the Airbnb representative over the phone that if the host had not made contact that I should report it to my credit card company, which I did on March 15th.

I was told by the credit card rep that it wouldn’t be a problem and that CitiBank would open an investigation. I was also told by the Airbnb rep that if the guest that had been in the accident would provide his medical records, Airbnb would do a refund due to special circumstances. The guest did not want to provide his personal medical information as he felt that was a violation of his privacy, which he has a right as to what medical information he wants others to see.

The Airbnb rep said to report it to my credit card company, which I did when I made the initial call. I had to respond to an Action Required report that the credit card company sent out and I returned on April 1st. During this timeframe I also found out that my mother was gravely ill and unexpectedly passed away in early June. We were planning on her traveling with us to Grand Cayman as a replacement for the guest that was in the accident.

As you can imagine this is devastating to me and to my sister who was also part of the party traveling. The Airbnb rep also told me I should get a full refund due to special circumstances and cancelled the reservation. Not true; I got no refund. In the meantime the credit card company did their investigation and the host or Airbnb send the cancellation policy information to them. They in turn sent it to me but is was not legible, neither the paper copy nor the emailed copies.

The credit card company sided with Airbnb and the charged me back the $2,266.75, stating that all information was conflicting on my part. The host rebooked the accommodation because it was not available after the cancellation At that point not only did he make money off of me but off of others as well. I did not receive any of the policies that he sent to the credit card company in the chargeback investigation.

I resent my justifications to my credit card company and let them know that Airbnb stated to me that this was a special circumstance. This is a special circumstance with one party being ill and unable to travel and another party now deceased. I feel that the host did not provide the correct information when I booked the reservation. It should have been clearly stated on the email confirmation which it was not. Also, his failure to respond to my correspondence should also be taken into consideration.

I should not be responsible for services not received, especially when not receiving proper documentation. Never, when cancelling other overnight accommodations have I been asked to provide personal, private, or medical information.

I decided to reach out to the host directly through the Airbnb app message portal hoping by chance he would get it, which he did. He responded on July 16th that he thought it was all taken care of by my credit card company but since it was not, he would refund me $1,980 (less a service fee, which I was okay with). It was supposed to get a credit back within 5 to 7 business days.

I waited ten days and contacted my credit card company. They stated that they did not see a credit. They also reopened the investigation with the new information from the host I provided. I then contacted Airbnb who stated it was not something on their end that I needed to contact my credit card company. I told them I had but they again stated that there was nothing they could do. I again reached out to the host who contacted Airbnb and was told it would be processed shortly.

Three days later it was still not processed. Airbnb was contacted again, and this time I was told it was going to their investigative team and they would reach out to me in a day or two. As of August 16, I still have not heard back from them. If the host is wants to refund me, what is the hold up?

This was my first experience with booking an Airbnb and will most definitely be my last if I ever get this resolved. That amount of money may not be an issue with Airbnb but it is to me. Expenses relating to my mom’s funeral are immense and I am not a wealthy person. I work for state government for a very meager salary.

Any advice or direction on how or who to contact would be greatly appreciated. I have not faults now with the host. He seems to be genuine. My issues are with Airbnb directly. And of course my credit card company. It’s been a battle to say the least between the Airbnb and my credit card company. Very stressful at an already difficult time. Still awaiting refund or at least communication with Airbnb and my credit card company. Maybe I need to go to social media or national news.

The Flophouse Fiasco Made us Leave Early

A friend and I recently took a trip to Denver using Airbnb as lodging. It was our first and last time and here’s why. We finally arrived in Denver and made our way to a neighborhood that was reminiscent of Fallujah. As we were unloading our things into the house the “host” pointed us towards a queen size mattress in the corner.

I looked around (we were in the living room at this time) to see three more “living areas” in this same room. Not to mention some sort of party table was right next to this queen size bed. We were told we were the only ones staying there via email but as we stood there in utter shock we watched a stream of “people” come in. By this time my buddy and I were very tired after driving all night to get there but it finally hit us – they expect my grown male friend and I to share this queen size mattress for three days in the middle of this dump house with people flopped everywhere.

Now I like my buddy but sorry I’m not sleeping with him for three days. After confirming that was the plan, we promptly grabbed our gear and left. We ended up just getting a hotel room and eating the fee from Airbnb. I’m not sure how they can legally rent one mattress to two adults but doesn’t matter because never again will I do Airbnb. People just get a hotel and save yourself the hassle and extra expense.

Reservation Mix up with no Fix in Sight

Our first Airbnb experience has been horrible. We booked a room through Airbnb for our vacation to Nashville. We got our reservation confirmation through Airbnb for June 19-24th. On our way down we called the resort to confirm and they had the reservation as June 19th-23rd. Right away we tried getting in contact with the host who never once got back to us even though over a period of four days we had called, emailed, and texted. After that wasn’t successful, we contacted Airbnb who told us our case was a priority. After didn’t hear back from them we called again and again. Finally we were told that they got in contact with the host and the situation has been resolved. The next morning after that message we called the front desk to confirm that it had been dealt with and the checkout date was the 25th and found out that nothing had changed. Now after we have been dealing with this for our entire vacation we have to check out tomorrow morning two days early even though we paid for two more nights. This has been beyond frustrating. There needs to be three-way calling for some way to confirm the host actually does what they say they are going to do. The host has been horrible. He hasn’t gotten in contact with us even once and he’s the only one that can fix this. We will not be using Airbnb again because they ruined our vacation. Something that was supposed to be family fun and relaxation has not be that but consumed with trying to fix this.