Ghosted by Airbnb After Atlanta Booking

I was invited to book my trip to Atlanta and opted for the installment plan. It had been awhile since I’ve done a reservation. Didn’t realize the booking should have been in pending status while waiting to book. In any case it wasn’t.

The reservation still didn’t show up even after my first payment came out of my account. Initially I thought maybe it had to be paid in full before I saw it, though I couldn’t find any article that stated this.

I started to get worried. I’ve emailed the host but the first time I wasn’t able to select my dates because they were blocked off. I didn’t think the message went through. I tried to find the listing again but for a different time period pretending to book a different trip just to get a hold of her.

She did contact me but only invited me to book that trip. She didn’t respond to my message. I’ve asked a couple of times. I decided to message Airbnb even posting to messenger on Facebook. They took that one down.

It’s been over a week with no response. I tried to report the listing but none of the options fit my situation. I wanted to dispute the charge at my bank but I have to have proof that I cancelled the booking. I will call them tomorrow. Wish me luck.

At this point, I want a refund. I’ve already booked something else and it’s the right process. I’m waiting for the host to respond with the invite and already see it pending in my upcoming trip section. This is only my second bad experience with Airbnb.


Try This Method to Get Your Money Refunded

I’m having had a super hard time with Airbnb since COVID as a host. I had been using them as a primary partner but am now looking at other options. I get that the first couple weeks after COVID shutdowns would be difficult for them, but now it’s just an excuse to provide the worst service. There are too many nightmare stories from the hosting side to know where to begin. Reading stories from the guest side concerns me even more.

We work our butts off to provide guests with a stay that is superior to any hotel. We are Superhosts and have dozens of five-star reviews. But if Airbnb and some horrible hosts treat guests like this, Airbnb is not a sustainable organization and they will undoubtedly suffer consequences to their business very soon that will be very difficult — if not totally impossible — to ever come back from. It may be a great opportunity for someone to copy their business model, but with competent people, which they are clearly lacking as of now. They can forget about going public as they’d planned If they don’t get it together, and soon.

Guests: try to dispute any charges for unrefunded nights with your credit card company. I’m pretty sure that your credit card company will refund you while they investigate and take it up with Airbnb directly. At the very least, Airbnb will have to respond to the credit card company’s complaint or the credit card company will just pull the funds from Airbnb and they will be out. Either way, you win as Airbnb must resolve this or you’ll get your money back. I’d contest the charge with your credit card company even if the reservation was over a year ago. Many times if you booked with your credit card it has travel insurance that may extend refunds under some of these circumstances.


50% Refund on an $1800 Airbnb Reservation

It was my first time using Airbnb, and will be my last. We booked an Airbnb in January to stay in New Orleans from June 3-7. Other people in our group decided they wanted something else and had double booked another location as well. We cancelled this one. It was my fault; I read the cancellation policy incorrectly. I was only issued 50% of my refund.

I tried to contact the host, buy I guess once they have your money and no reservation, they don’t feel it necessary to respond. Fast forward to all this COVID-19 stuff happening and Airbnb publishes something that says that if you booked your reservation within certain dates for travel dates that you can no longer travel, they will give you a refund.

I tried contacting the host again and disputing the charge with my credit card company at the same time. I finally got an answer two months later from the host that I am supposed to get my refund directly from Airbnb. I have called, and each time I get the recording that say a they’ll be with me in “a few hours.”

Considering the reservation was cancelled a week after it was booked and six months in advance, I don’t think this is right. Buyer beware and check their ridiculous cancellation policy. You’re better off in a hotel that allows free cancellations up to two days before your trip. My trip total was close to $1,700 and I’m out almost $800.



Airbnb Changing its Mind Regarding Refunds


In February 2020, we booked a trip to Hawaii for two weeks for July 2020. Due to the pandemic, the trip was obviously cancelled. One of the stays was only offering a 50% refund, which didn’t make much sense in the first place since we are in Canada and we aren’t even legally allowed to enter the U.S. until at least July 31.

I reached out to Airbnb regarding this, and the support agent mentioned that in order to be eligible for a full refund, I would have to wait for the extenuating circumstance policy to be updated. But if I wanted, I could still get a 50% refund now, and the balance would be refunded if the policy was extended. This is all in writing, through the support inbox.

A few days ago, I saw that the policy was extended for reservations until July 31, hence the refund of the balance would be possible. But when I contacted them, they said it wasn’t part of the policy and that I wasn’t entitled to a refund for the balance after all. I’ve attached the screenshots of the conversation with the support agent, who confirmed in writing that I’d get a refund for the balance.

Getting a hold of someone was a challenge. I tried to reach them for five consecutive days without getting a single answer, until someone finally answered. After some arguing back and forth (just asking to get what was promised by them), I was offered a 90% refund of the balance.

Why they decided to keep the extra 10% remains shrouded in mystery. Also, why they would risk aggravating and permanently losing a good customer for a balance of less than $200 in total is completely baffling. I’ve never seen a company make such a stupid, shortsighted decision in my entire life.


Airbnb Has No Idea Who Has My Money

I was living in the UAE and made a purchase for an Airbnb in Australia, as I was moving there for one year. Before I left the UAE, I closed my bank account.

A few days before we were meant to check into our Airbnb in Australia, the building caught on fire. Since this was out of everyone’s hands, the host agreed to give us a refund. I told Airbnb that my bank account in the UAE was closed, and asked if they could instead refund it to my current bank account in Australia.

They said as per their policy, the refund had to go back to the original card that made the purchase. They told me not to worry, as if my account was closed, the money would bounce back to them. Seeing as I had no choice in the matter, I reluctantly agreed.

I waited for one month to see if the refund would be bounced back to them, and upon following up twice Airbnb told me the refund was successfully processed. This couldn’t be possible.

I made multiple long distance calls to my bank in the UAE who confirmed my account was already closed and this was not possible. When an account is closed, it’s impossible any money would enter the account. I relayed this to Airbnb who then told me that it was actually Visa who had my refund. I was confused, but contacted them anyway.

Visa told me they only deal with lost or stolen cards and had no idea what I was on about. Again I went back to Airbnb, and they gave me a ‘payment code’. They said this code would only be generated if the refund was processed and that any bank in the world would be able to use this code to locate my refund.

After more international calls to my UAE bank, they said that this code was useless to them, particularly because I have no account. After more back and forth, Airbnb then told me the refund was actually with PayPal. Again I was confused because I’ve never even used my PayPal, and why was Airbnb giving me so many different answers as to where my refund has gone?

Just to be sure, I contacted PayPal, and gave them the payment code. They told me there has been no activity on my account and no refund received. I went back to Airbnb, who now said it was actually in my bank account and if my UAE bank doesn’t have it, they will need a letter issued from my bank that declares that they are not in possession of the money.

I called my UAE bank again, and they said they don’t issue such requests but I can get some documents to help but would need to come in person to get them. Airbnb at this point just said basically sorry that they couldn’t help me.

I waited an entire year before coming back to the UAE and it was the first thing I did. It was just my luck the coronavirus has started, the phone lines were down, and banks were temporarily closed. So again, I waited.

My bank then told me I needed to request an MT letter or swift from Airbnb which is basically a letter or any kind of proof that this refund was in fact sent to my bank. Airbnb support said they didn’t have access to such information and don’t provide this. Instead they referred me to their help center page where I could request my data.

How is this relevant? Why can’t I get any kind of proof that this refund was sent to my bank, under my name? It’s ridiculous. An MT or swift is an internationally recognized request. It’s also fishy that they said they don’t have access to this. How do you have no record?

I have been to my bank again and raised hell, where I paid to receive my bank statement from the last year as well as a proof of account closure letter. The bank would have a record of any kind of refund even being attempted to go into my closed account and they showed me there was no record or proof the refund was sent to my account.

This is a good sum of money and these are hard times. I’ve gotten absolutely no help from Airbnb other than three different answers as to where my refund is, and “Sorry, we don’t have access to that information.”

I have been robbed, and I am pissed. With the documentations I have as proof and over a year of conversations with Airbnb support via messages, I will be getting a lawyer if this is not resolved after the final and last phone call I am about to make to them as of tonight. Wish me luck guys.


Cancellation for Employee Working on COVID-19 Response

Airbnb claims to be compassionate and supportive of people impacted by COVID-19 but my situation is quite the opposite. One of my staff was scheduled to attend the CSTE conference at the end of June in Seattle. However, she was pulled into the public health response to COVID-19 in our county.

We have been fighting with Airbnb for months about this and it’s still not resolved. All over $400+ dollars. Not only have there been numerous communications with Airbnb where they have refused to refund the money but my organization has also spent considerable time trying to resolve the situation. It’s spread like wildfire in our organization and we will no longer be using Airbnb for work and for personal travel.



Host and Airbnb Contradicting Each Other


I booked a five-month reservation with a Superhost through Airbnb. After 24 days, I cancelled the reservation for multiple reasons: the dirty TP in the bathroom; my food being eaten; and when the host said one of his employees had been exposed to someone with the virus.

The host said there was a 30-day cancellation penalty, which would be about $1100. Airbnb says that the amount of the remainder of four months’ time cut in half is how their system calculated the cancellation, for roughly a $3200 cancelation penalty.

I messaged the host who said, and I quote, “Again: you are not responsible for any cancellation fee. If they try to pay it, we will refuse it.”

After two months of trying to get Airbnb to respond to my calls the host is now saying they are charging a cancellation fee. This comes down to the host directly lying to me and to Airbnb. Airbnb refuses to even read what the host says or respond to me.

Thankfully I have had legal advice that said to save all messages and if Airbnb tries to do anything, I am completely covered. Airbnb says the original case manager is no longer with the company, and a new one is assigned but still not responding.

I have reached out over a dozen times over the past two months and still am being ignored. A representative the other day said that when a case is opened it could not be closed without a resolution. The helpbot closed my case the other day, after two months of being open and no resolution.

Not a good place to stay and Airbnb is hiding reviews on them so they can remain a Superhost.


Unable to Get a Full Refund Due to Airbnb Policy


Airbnb customer service was unable to approve or give out a 100% refund due to me cancelling the reservation before their policy updates on April 1, 2020. I made the cancellation at the beginning of March due to the coronavirus pandemic. Now my country Malaysia has to prolong the country lockdown until June 9. Airbnb said my criteria met their policy, but because I cancelled the reservation and got a 50% refund before April 1, I’m not eligible for the 100% refund.

It’s not right; it’s not logical. This policy should be amended, and not be biased.

Airbnb Denies Comic Con Cancellation Refund

We reserved a property with Airbnb last November for Comic Con 20 in July. On April 17, Comic Con was cancelled due to the World Health Organization gathering guidelines dated March 11 and California Governor Newsom stating that group gatherings in California before August could not happen.

When I tried to rebook the property for Comic Con 21 next year, I discovered the property had been marked up $10,000 for our five-day stay. Instead of costing $6472 like it did this year, it was marked up to $16,879 for a stay of the same duration and for the same reason, a 180% markup.

I cancelled my reservation and requested a full refund of the $3264 I had made on the first of two installments. On April 9, Airbnb had said their COVID-19 full refund only applied through May 31 and despite having an extenuating circumstance policy for epidemic disease, it did not apply to COVID-19 cases.

Since my COVID-19 case was after May 31, then neither the COVID-19 or epidemic disease policy would cover my cancellation refund. This is also when I found out that the Airbnb 50% refund policy is not a 50% refund of what you pay, but 50% of the total bill, so instead of about $1500 back from my initial payment, I got $62.

I appealed to the property owner. Their response was to talk to Airbnb. I appealed to Airbnb, and they told me to talk to the property owner. So when I paid last November, my money was effectively gone after 48 hours. I had at least three different conversations with Airbnb and the host, but they insisted that the COVID-19 policy to May 31 was the end all and be all policy and did not apply to the Comic Con COVID-19 cancellation in July.

The COVID-19 and epidemic disease policies for Airbnb deny the reality of the pandemic after May 31. Ironically, this same property is listed on VrBO with a full refund policy through May 22, 2020. I am moving on to arbitration via the American Arbitration Association.

No Refund, First and Last Time with Airbnb

Unfortunately, this is my first and last time booking with Airbnb, due to terrible customer service and criminal practices against consumers. The fact that there is a website created to voice complaints says a lot about a company. I just wish I had seen this website prior to booking.

I booked my reservation on February 9, which met their March 14, 2020 “booked on or before” requirement. I paid my down payment. My check-in was April 10, checking out April 13.

On March 11, the World Health Organization declared a global pandemic and our trip was canceled. I canceled my reservation on March 12 on their website with my host. I was told then my host was covered and I would receive a partial refund. I clicked on the link to get my refund because something is better than nothing.

I never received my refund and when I followed up, I was told they decided my reservation does not meet the COVID-19 Extenuating Circumstances. When I called Airbnb they could not tell me the exact reason. The reasons kept changing, and they put me on hold most of the conversation.

The initial reason they gave was that I did not cancel with Airbnb. I told him I canceled on their website and when I pressed for him to show me where it is posted on their website that I need to contact someone other than the host and trip reservation on the Airbnb website he put me on hold for ten minutes, never giving me the location, just the COVID-19 Extenuating Circumstances.

Next I was told the host was paid out and declined my refund. I am reading the hosts are not getting paid and have a class action lawsuit against Airbnb, so I’m not sure I believe that. Finally I was told I waited too long to reach out to the Resolution Center about a refund, which was only two and a half weeks.

In summary, initially I was told due to my host’s cancellation policy I would get a refund. Then when I got back on the website after not receiving the refund, and tried to request the refund again. After no payment was sent again, I reached out to the Resolution Center. Since then several of my communications with my host were deleted and I was not allowed to request a refund any longer. Now I am given the run around with several fluff excuses that you cannot validate when asked for specifics. When I told Airbnb most companies during this unprecedented time are giving a monetary refund or equal voucher for another stay, they said nothing.

I realize the impact this has on businesses and Airbnb is doing everything they can to keep money in their pockets, but they are taking advantage of both guests and hosts. However, in the end, a business that takes a customer’s money for a service they don’t provide or offer anything in return is criminal. At this time, I will be happy to join a class-action lawsuit against Airbnb.