i would like to raise a refund issue for my recent booking. i made the booking last May...

GetHuman-ansberme's customer service issue with AirBnB from June 2018

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The issue in GetHuman-ansberme's own words
i would like to raise a refund issue for my recent booking. i made the booking last May **, and I cancelled it May **. I understand it has a strict cancellation policy, but I was confused by the terms "FULL REFUND FOR CANCELLATIONS MADE WITHIN ** HOURS OF BOOKING, IF (IF) THE CHECK-IN DATE IS AT LEAST ** DAYS AWAY." While its true that I was not able to cancel it within ** hours, but I did it ** days before the check-in date. And as I understand it should be within ** hours IF it is ** days away. Since I did it ** days away, I am not sure how much refund I am eligible to request from the host. I have processed amount request of PHP**,***.** (out of PHP**,***.**) based on the computation presented by AirBnb at the website.But now I am confused how come I was told i am eligible yet when I called the local hotline I was not and they do not know this eligibility amount. The first agent was very hard to understand, the second agent told me that in order for me to get the full refund, I should have cancelled my booking on June **th,being ** full days exactly before check in date, instead of May ** - which for me totally doesnt make any sense. The third agent was more clear, yet she told me for sure I am eligible of a **% refund but still upon the case manager's discretion, of which I have to await for a final call without any timeframe. Everything is very unclear and unfair for me. Please help.
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AirBnB

Customer service issue
Reported by GetHuman-ansberme
Jun 26th, 2018 - 6 mons ago
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GetHuman-ansberme started working on this issue
Jun 26th 1:20am