We are very disappointed on how the host and Airbnb can provide a solution and then fail to follow through in the interest of getting money from a guest that they couldn’t host. I can’t even rate this place as they were just interested in money and took advantage of their cancellation policy. We had booked under my profile for someone and the host lost it even after they were advised someone would stay in the property and full payment of more than $3200 was made. Upon their advice and Airbnb’s support, I cancelled so that the booking could go under the person staying in the property. Well, this just worked to our disadvantage because the replacement booking was not working, both the host and the Airbnb support stopped communicating for many hours until we asked for the refund to be made given they could not go through with their advice. Here is what was agreed to as communicated to us by Airbnb …
Hello Saphira,
I'm glad to know that the suggested option is possible and your Host agreed to it. The existing reservation must be cancelled and your Host can send you the refund using the Resolution Center, or he can send me a written approval to process the full refund. The refund then will be processed to the original payment method used to book this reservation. You may coordinate with the Guest about sending them the refund if the payment method used is yours.
Best,
Shereelle