My question is about Airbnb. I canceled my one-night reservation, which had a free cancellation option and should have been no problem getting a refund, at least six weeks before the stay date.
This was a month ago. Since then I have written to the help/support chat page 13 times, made four phone calls and still have not received my refund. They acknowledged over the phone that the issue was theirs and promised to resolve it and get back to me, but then all I received were consumer generated messages saying this issue was closed. When I call I can only speak to someone at a call center in Colombia. I made the reservation in Perth, Australia; Accommodation is in England.
How can I actually contact them?
– Julia, Western Australia
Relating to: I was not informed when my flight time changed from 9 am to 6 am. Can I get compensation?
Kat says: What an incredibly frustrating situation. Regardless, it looks like you did the right thing. You canceled your reservation within the period within which Airbnb qualifies you for a full refund. Normally when you do this, Airbnb will show you how much of a refund is due when you confirm the cancellation, and the refund is usually provided without you having to do anything else. Unfortunately, things didn’t work out that way for you, but that doesn’t mean all is lost!
You also did the right thing by following Airbnb. I suggest you try again (don’t worry, this is just step one). There are several ways you can use.
Based on your story, it sounds like you used Airbnb’s customer service and support functions to resolve the issue with your refund. I recommend that you file a complaint with Airbnb in writing or by phone, outlining your entire case with all the facts and evidence in one place. Considering your recent history with Airbnb’s customer service, I can understand how you might be hesitant to do this.
You can also request a refund directly from booking; This may be another way to get the money you owe.
To check if this option is available, sign in to your account on the Airbnb website or app. Go to your reservation and select “request a refund”. You will be asked to state the reason for the request; At this point, you should summarize the problem you are experiencing in as much detail as possible. This will initiate a refund process that Airbnb will investigate.
You should also try contacting the host who made the reservation directly as a last-ditch attempt to resolve the issue. Anecdotally, I have found most hosts on Airbnb to be quite helpful, and you may find that the host can issue the refund themselves or file a complaint with Airbnb on your behalf.
Airbnb’s website also recommends contacting your bank to see if there is a delay or error at this point. I also recommend checking the bank details you provided on Airbnb.
If all your attempts with Airbnb and the host work, the good news is that you made your booking through Airbnb’s Australian arm (which is based in Australia) while you were physically in Australia, Australian consumer laws and relevant 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 in the provision of that service are true. Otherwise, in my view, Airbnb telling you that you are entitled to a refund and then not providing a refund when you have complied with the terms of the contract is false, misleading and possibly unconscionable (things that are not allowed under Australian consumer laws).
Moreover, the terms of your contract with Airbnb (in which you say that you are entitled to a refund if you cancel within a certain period of time) also provide you with protection.
If you are unable to resolve your complaint directly with Airbnb, you may lodge a complaint with Western Australian Consumer Protection. Get all your ducks in a row before complaining. The Consumer Protection website has a checklist that tells you everything you need to do and collect during the complaint process. All the documents you receive from Airbnb will be very important for your complaint and if you are going to follow this route, you should compile them and submit them to Consumer Protection.
While it’s certainly not the most convenient thing in the world, and your time would certainly be better spent on more enjoyable things, I’m sure with a little persistence you’ll get back the money you’re entitled to.
Note: In response, an Airbnb Australia and New Zealand spokesperson said they were aware of an issue with this booking and that their customer support team was in contact with 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 said that after contacting Airbnb multiple times, she received an email letting her know the refund was being processed.
This reader’s letter has been edited for clarity.
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