Airbnb refusing refund. Issued credit instead

RussellC

We booked a holiday in an Airbnb cottage in the uk for the 1st May. Airbnb put a policy on their front page saying that anyone checking in before the 31st May was eligible for a cash refund or travel credit because of the coronavirus outbreak. I went through the cancellation process and they offered £0.00 cash and the full amount in trip credit. I foolishly selected trip credit. I have contacted support and they say that they will not issue a refund as a coupon has been issued for trip credit.

Should I continue to escalate it with their support, try a chargeback on my credit card, or try something different. Has anyone else been through this recently?

many thanks in advance, Russell

Caz3121

A bit unfair the title
from your post you were offered a refund or credit but you made an error and requested the credit which you have received
card company not going to help as you have your credit
You are asking for some goodwill because you made a mistake, all you can do is plead for some goodwill but likely have to accept you received what you asked for

Aylesbury_Duck

As above. See if you can get them to change it. Try a charm offensive because you're not entitled to a switch. 

RussellC

Even though the two options I could select from were zero cash or full trip credit? I feel like the cancellation process was misleading. 

mr_stripey

RussellC said:

We booked a holiday in an Airbnb cottage in the uk for the 1st May. Airbnb put a policy on their front page saying that anyone checking in before the 31st May was eligible for a cash refund or travel credit because of the coronavirus outbreak. I went through the cancellation process and they offered £0.00 cash and the full amount in trip credit. I foolishly selected trip credit. I have contacted support and they say that they will not issue a refund as a coupon has been issued for trip credit.

Should I continue to escalate it with their support, try a chargeback on my credit card, or try something different. Has anyone else been through this recently?

many thanks in advance, Russell

I cancelled my airbnb in Dubrovnik last week after BA finally canned the flights. Just logged on, clicked cancel and refund was issued for £600 or so. The service fee (£90) was refunded as a voucher. Refund appeared on the credit card the next day.

JN20

RussellC. I have been in contact with Airbnb as EasyJet flights have been grounded. My travel date is within the 31/5 cut off under Airbnb Extenuating Circ Policy, have given them screenshots of FCO advise not to travel and EasyJet stating flights grounded, they say I qualify for credit. I want a cash refund I told them as they state at guests option can request that “Reservations for stays and Airbnb Experiences made on or before 14 March 2020, with a check-in date between 14 March 2020 and 31 May 2020, may be cancelled before check-in. This means that guests who cancel will receive, at THEIR OPTION travel credit or a full cash refund”, they told me I should speak to the host to,see if they will give a full,refund (doubtful as their refund policy is only 50% back) plus we have a 2nd payment due on 13th May which will lose if this isn’t sorted out.

imfeel the same as you do I accept no refund and take credit, which really don’t want, or fight it and possibly lose everything. Read lots on people jumping through hoops for refunds, Airbnb obv want to put people off. Not playing fair at all with guests!

WhippetVFR

Hi everyone, I’m about to be in the same position as Russell.  Room booked before pandemic announced and staying 25th May.  Airbnb website only offering me credit or £0 refund.  Time pressure as they’ll be taking the remaining £80 balance on Saturday.  I’ve spoken to the business owner who says she is only following Airbnb advice in offering £0 refund ( effectively forcing me into the credit ).  This room is in the Isle of Man so legally different to the UK and not under CMA jurisdiction.  For info, I’ve emailed Isle of Man trading standards and asked them to confirm that their consumer rights legislation is different from UK.  

Anyway, to cut a long story short, please confirm which steps I have to take if I actually want my money back.
thanks,  Kevin

EdwardTed16

Hello,

I wonder if anyone can advise us please? We booked a holiday through  Airbnb on 19 August last year for two weeks in a house in Spain from 14 June 2020. On 1 May 2020 Airbnb stated that all such holidays up to June 15, 2020 cancelled as a result of Covid-19 would receive a full refund. This is still the official position on the Airbnb website. We have applied for a refund and for two weeks been asked for evidence that it is not possible to travel. The Foreign Office advice requested has been sent, as has the current Spanish Govt’s advice that quarantine restrictions will lockdown people coming into Spain for 2 weeks who do not hold Spanish residency.

 We have been shunted from advisor to advisor each making the same requests for why we cannot travel, and provided all the links asked of us. We did get incredibly polite responses stating how much they care but now the Help section are not contactable by email.  Now we are in an electronic loop that does not enable us to reply to anyone at the company. We literally go round and round in a kafkaesque electronic loop to nowhere, but our original booking page - with no other communication route to AirBnB. Is it just us or are we missing something?

Thanks, Sandie and Mike

Life__Goes__On

What method of payment did you use?

munkylung

I received my service fee back as a voucher but then they put an expiry date of 31Dec2020 on vouchers. Had I have known this I would never have accepted vouchers. They are now refusing cash refund of service fees

Thrugelmir

Air BnB are laying off 25% of their workforce. Does little for customer service.