Airbnb not giving a refund

Beckilovell129

Hi guys,

I had a stay booked with Airbnb for the 20th of Jan.  I'd paid half of it at booking, there wasn't a choice not to.  In the small print, it said if you canceled after the first 2 days of booking, you'd get a partial refund and I'd paid partially. 

So I've just had to cancel as due to family reasons I'll be out of the country in January.  They refused to refund any of it.  They said it was a partial refund of the full amount so I wasn't entitled to a refund even though I'd given them plenty of notice that I couldn't go.  

I went through the complaints system for Airbnb, and the initial CSR agreed as I'd given plenty of notice for them to get a new booking they would speak to them to see about a refund, but they refused.  

I escalated it through Airbnb who said it isn't their fault as they aren't the host and the small print says a partial refund only which I wasn't eligible for as I hadn't paid the full amount, so they get to keep 158 pounds for nothing. 

I'm more than a little infuriated, I asked them what the rest of their complaint procedure was or if I could escalate the case higher and they said that was it, nothing else was possible.  

Would anyone be able to advise me if there is anything else I can do?  

Kind regards,

Becki.

elsien

Which one of these cancellation policies applied?
https://www.airbnb.co.uk/help/article/475

ch3shirecat4

Did you pay with a credit card? You should be able to get a full refund if you did. One of my friends paid for our Air BnB once with a credit card and got fully refunded.

sheramber

was it  this cancellation policy.?

Strict

• To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in
• If they cancel between 7 and 14 days before check-in, you’ll be paid 50% for all nights
• If they cancel after that, you’ll be paid 100% for all nights

and second bullet point applies

If they cancel between 7 and 14 days before check-in, you’ll be paid 50% for all nights