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I had a similar thing happen with a 30 day stay in Europe last year. Same cancellation policy. Host refused to refund us and Airbnb kept saying it was in the ha

I had a similar thing happen with a 30 day stay in Europe last year. Same cancellation policy. Host refused to refund us and Airbnb kept saying it was in the hands of the host. Basically each party refusing to do anything. I contacted my credit card company and disputed the charge on the grounds that the host wasn't providing the product that was advertised. They agreed and refunded me.

realjohng 5y ago
Disputing the CC charge is a good option I didn't consider!
- simfree 5y ago
  Won't AirBnB just ban you for life if you dispute the charge?
  - bombcar 5y ago
    After this are you ever going to want to stay in an unlicensed hotel again?
    - realjohng 5y ago
      It's all wonderful until something goes wrong. What other options are there? I'll go with the CC option if nothing else works.
      - mikeodds 5y ago
        My first support agent just disappeared on me. No acknowledgment from the second that picked it up weeks later. You can call and that was a faster option for me to get responses. In their terms and conditions you agree to arbitration. IANAL so I don’t know if this is binding in all jurisdictions. Amusingly(/not depending on your side) there are stories in their forums where a guest has taken the host directly to small claims court.
        realjohng 5y ago
        What's their phone number? I couldn't find one.
        mikeodds 5y ago
        On the mobile app, go to the booking page, click “help centre” at the bottom, scroll to the bottom of that page and select the “Still need help option”, then you should be able to select the booking it’s about and get a phone number. You can then keep ringing that number without going back through the app. First person you speak to will likely be the first line support and you will need to be transferred to their resolutions team, you only seem to be able to escalate 1 level before being told the decision is final. I would record everything because you will get given contradictory statements and the transcriptions if you request them are inaccurate.
        realjohng 5y ago
        Good idea to record the conversations +1
  - stevewodil 5y ago
    Probably. Good news is email addresses are cheap, and it's unlikely that the bans are based on anything other than the email. Have had problems with PayPal in the past, and had to just make a new account.
mikeodds 5y ago
Thanks, I’ll give that a try, I’d prefer they just rectify it but they now just close the support chats with a blanket answer after I open them… Seems crazy, I provided video evidence from inside the apartment and outside the apartment after they asked and then they just ignore it as the host doesn’t want to refund.

realjohng 5y ago

Disputing the CC charge is a good option I didn't consider!

simfree 5y ago
Won't AirBnB just ban you for life if you dispute the charge?
- bombcar 5y ago
  After this are you ever going to want to stay in an unlicensed hotel again?
  - realjohng 5y ago
    It's all wonderful until something goes wrong. What other options are there? I'll go with the CC option if nothing else works.
    - mikeodds 5y ago
      My first support agent just disappeared on me. No acknowledgment from the second that picked it up weeks later. You can call and that was a faster option for me to get responses. In their terms and conditions you agree to arbitration. IANAL so I don’t know if this is binding in all jurisdictions. Amusingly(/not depending on your side) there are stories in their forums where a guest has taken the host directly to small claims court.
      - realjohng 5y ago
        What's their phone number? I couldn't find one.
        mikeodds 5y ago
        On the mobile app, go to the booking page, click “help centre” at the bottom, scroll to the bottom of that page and select the “Still need help option”, then you should be able to select the booking it’s about and get a phone number. You can then keep ringing that number without going back through the app. First person you speak to will likely be the first line support and you will need to be transferred to their resolutions team, you only seem to be able to escalate 1 level before being told the decision is final. I would record everything because you will get given contradictory statements and the transcriptions if you request them are inaccurate.
        realjohng 5y ago
        Good idea to record the conversations +1
- stevewodil 5y ago
  Probably. Good news is email addresses are cheap, and it's unlikely that the bans are based on anything other than the email. Have had problems with PayPal in the past, and had to just make a new account.

mikeodds 5y ago

Thanks, I’ll give that a try, I’d prefer they just rectify it but they now just close the support chats with a blanket answer after I open them… Seems crazy, I provided video evidence from inside the apartment and outside the apartment after they asked and then they just ignore it as the host doesn’t want to refund.