What a nightmare trying to resolve a refund issue. I recently made a booking in Granada and on receiving the address found that it was too far from the area we needed. My husband has an injured leg and cannot walk far. The next day we cancelled and the host was very understanding. This was six months in advance of the stay. Then we received our refund from Airbnb, who had gouged $220 from our credit card. We contacted our host and she said there must be some mistake because she didn’t receive anything. Then the frustration began: how to negotiate with Airbnb. They just give you the runaround on their website. I found a phone number on the internet for Sydney. I rang it. Their reply was: “This is Airbnb. We are looking forward to speaking with you”… and then nothing. Can all this be legal? I can find nothing on the website that warns of this gouging.