Website consumer rights - refunds to customers

trads2

Airbnb - On the 12th August 2026 a guest paid airbnb £28.00, the original booking was later changed by the guest with additional requests that couldn't be accommodated by the host. The host agreed that the new requests that couldn't be accommodated, the guest should be refunded their £28.00. The £28.00 was paid on the 12th August, the host never received this from airbnb. The money was collected from the guest by airbnb and it has disappeared from her bank account into airbnb. Airbnb now say they do not have this money and won't refund it. The host can't refund the money as they never received it from the guest via airbnb. The cancellation policy was flexible. Consumer rights ?

Time2Go_25

Are you the guest or the host, as it might make a difference to the help people can offer.

trads2

I am the host… As the host I haven't received this particular transaction.

Woodstok2000

What was the £28 for? A full stay? A deposit? What were the rules of the booking, you say flexible, but how flexible?

the_lunatic_is_in_my_head

Personally I'd refund the guest the £28 by whatever means possible and decide whether it's worth chasing AirBnB or not.

Perhaps a good idea to ask for a screenshot of the bank statement to show the £28 actually cleared and wasn't just pending and then cancelled.

Renfrewman

https://forums.moneysavingexpert.com/discussion/comment/82108394#Comment_82108394

That's a kind and generous offer from you. You may I suspect have a problem getting the guest's details though to do so..

sheramber

As she pain Airbnb the money then her claim for the refund is from Airbnb.

Did she cancel the booking with Airbnb?

Has she contacted the Resolution Centre?

born_again

https://forums.moneysavingexpert.com/discussion/comment/82108347#Comment_82108347

So no consumer rights. It's a B2B transaction.

Ergates

https://forums.moneysavingexpert.com/discussion/comment/82108785#Comment_82108785

It is a consumer rights question - but asked from the perspective of a 3rd party.

The customer hasn't recieved the refund from Air-BnB - this is the problem. - OP is asking for advice on their behalf.

saajan_12

The host agreed that the new requests that couldn't be accommodated, the guest should be refunded their £28.00. 

..

The host can't refund the money as they never received it from the guest via airbnb. 

If its just an AirBnB fee, that's between them and the guest. The host can't decide on AirBnB's behalf that "it should be refunded".

Either side just trigger a cancellation and follow the steps. There's no guarantee that a cancellation has £0 impact though. The time to disucss all these extra requirements was by message before making the booking.

Okell

https://forums.moneysavingexpert.com/discussion/comment/82109477#Comment_82109477

This ^

The host might feel that the guest is entitled to a refund but that doesn't necessarily mean they are.

The guest needs to pursue Air Bnb