by My question is about Airbnb. I canceled a one night reservation with them at least six weeks before the date of stay, which had a free cancellation option and there should be no problem with a refund.
That was a month ago. Since then I have written to their help/support chat page 13 times, made four phone calls and still have not received my refund. On the phone, they acknowledged it was an issue on their end and promised to fix it and get back to me, but then all I get are consumer generated messages saying the issue this is closed. When I call I can only speak to someone at a call center in Colombia. I made the reservation in Perth, Australia; The accommodation is in the UK.
How can I actually contact them?
– Julia, Western Australia
Related: I was not notified when my flight time changed from 9am to 6am. Can I get compensation?
Kat says: What an extremely frustrating situation. For what it’s worth, it sounds like you’ve done the right thing. You canceled your booking within the time frame set by Airbnb for you to be entitled to a full refund. Normally, when you do this, Airbnb will show you the amount to be refunded when you confirm the cancellation, and generally the refund will be provided without doing anything else. Unfortunately, it didn’t work out this way for you, but that doesn’t mean all is lost!
You have also done the right thing by following up with Airbnb. I would recommend trying again (don’t worry, this is just step one). There are a few ways available to you.
From your story, it sounds like you went through Airbnb’s customer service and support functions to address the issue with your refund. I would recommend submitting a complaint to Airbnb outlining your entire situation, with all the facts and evidence in one place, in writing or over the phone. Given your recent history with Airbnb customer service, I understand how you might be hesitant to do this.
You may be able to request a refund directly from the booking, which could be another approach to getting the money you’re owed.
To check if this option is available, log into your account on the Airbnb website or app. Navigate to your booking and select the “request a refund” option. You will be prompted to enter a reason for submitting the request, at which time you should set out your question in as much detail as possible. This should initiate a refund process, which will be investigated by Airbnb.
As a last resort to resolve the issue, you should also try to contact the booking host directly. Anecdotally, I have found most hosts on Airbnb to be quite helpful and the host may be able to issue the refund themselves or submit a complaint to Airbnb on your behalf.
Airbnb’s website also recommends contacting your bank to see if there was a delay or error. I also recommend you check the bank details you have listed with Airbnb.
If none of your efforts work with Airbnb and the host, the good news is that because you made the booking while you were physically in Australia through the Australian arm of Airbnb (which is incorporated in Australia), legal Australian consumers and related consumer guarantees apply to your situation.
This means that you are entitled to receive the service you have paid for and that all representations made to you regarding the delivery of that service are correct. Otherwise, Airbnb telling you that you are entitled to a refund and not providing it when you comply with the terms of the contract is in my opinion false and misleading and probably could be un- conscious (things not allowed under Australian consumer law) .
In addition, the terms of your contract with Airbnb – which you said entitle you to a refund when you cancel within a certain time frame – give you protection.
If you are unable to resolve the complaint with Airbnb directly, you can lodge a complaint with Western Australia Consumer Protection. Before you complain, get all your ducks in a row. There is a checklist on the Consumer Protection website which tells you everything you need to do and collect when making a complaint. Any documentation you have from Airbnb will be vital to your complaint and you should compile it and provide it to Consumer Protection, if that’s the route you take.
While it’s certainly not the most convenient thing in the world, and while your time is certainly better spent on more enjoyable things, I’m sure you’ll get the money you’re entitled to with a little persistence .
Note: In response, a spokesperson for Airbnb Australia and New Zealand said they are aware of an issue related to this booking, and their customer support team has contacted the reader. “We are providing them with updates on the progress of the refund as we work quickly to identify and resolve the issue,” the spokesperson said.
Update: Julia says that after contacting Airbnb multiple times, she received an email informing her that the refund has been processed.
This reader’s letter has been edited for clarity.
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