Everything with this reservation started out okay. The neighborhood is average. The house itself was nice. Except that there was no way to properly heat all areas of the house at a time. It’s either too hot upstairs, or too cool downstairs, but no matter, the living room was impossible to heat. My main frustration was with the way a partial refund was handled.
I had 2 guests cancel 2 days prior to check in due to COVID+ tests. I let the management team know as soon as I found out and long story short we agreed I would be returned a partial refund. All I needed to do was “accept the modified reservation and the refund process would begin”. I knew this sounded odd but I agreed.
48 hours after check out, still did not see anything pending as far as refunds so I followed up by message to ask about the status of the refund. The response I got was very vague, “Airbnb handles all financial processing”. Still not sure what that was supposed to mean but to get to the point, I sent a message stating I that I decided to use the Resolution Center to request the amount we agreed on. Almost 24 later, still no response to my request or message. So I decided to call. I spoke to a man by the name of Jordan. I explained why I was calling and asked him if he was familiar with my situation. After he responded no I explained. He began to seem very irate and spoke to me in a very rude tone as he explained to me that on his end, it showed that they had collected only a portion of the amount reflected on my end and therefore no refund was due. We went back and forth for several minutes, me explaining in detail what was discussed via the Airbnb messages, that I don’t have any record of the amount he mentioned or a refund, I only show my original amount being charged. He first tried to insist that it was up to Airbnb to process a refund and that he didn’t handle the financials, to then stating another employee messed up our reservation. Still not sure what the truth of it is. It was a big mess but ultimately the way in which he was speaking to me was unacceptable. I was trying to problem solve and figure out how refunds are done and if I needed to do something else on my end, etc, as I’ve never been in this situation before. Instead of responding with empathy and care for the matter, he made me feel like I was bothering him or that he just didn’t care to handle this at all. I finally told him “Listen I’m sorry this is so frustrating to you, it’s frustrating to me as well. But I’m just trying to get what I was promised.” Well turns out Jordan CAN process refunds everyone. He clicked a button and poof, refund process initiated. I received email confirmation the moment he did it.
Not entirely sure why I was given the run around about this refund. This could have been handled muchhh better than it was. And had it been, it might’ve saved their reputation and this review. Thank God I had it all in writing! Needless to say, I will not spend any more money with this host and I advise you all to proceed with caution.