Airbnb, *I am contacting you due to a negative experience with some Airbnb hosts.**On J...

GetHuman-samming's Refund Issue with AirBnB from March 2019

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The issue in GetHuman-samming's own words
Airbnb, *I am contacting you due to a negative experience with some Airbnb hosts.**On January **, **** I booked one night in Westport at Dan and Nancy's place. Receipt ID RCZ**ZN*P. *I was charged a total of $***.** The first payment through PayPal was ******* **:** PM (PST).*The stay was listed as Saturday ******* to Sunday *******.**That following day I messaged Dan and Nancy requesting to extend my stay an additional day. This would have then made my entire stay being from Friday the **nd to Sunday the **th.**Dan messaged me through Airbnb stating that Friday is still available but to reserve both days I would have to cancel then rebook. He then gave me this option as quoted* "Or we can block Friday out and you can pay $**.** cash for the day upon arrival." - Due to the first payment undergoing processing, I chose the cash option for Friday evening.**Dan responds back with, " Ok I will block out that day out but please let me know if you change your mind so I can open it back up."*I responded, "Of course! At your own discretion if someone else contacts you just let me know. It is two months out. I am flexible."*Dan responds with, "Ok that Friday is now blocked out and unavailable to anyone else."**On Monday March **th, **** I messaged Dan and Nancy through Airbnb stating, " Hi! I just wanted to confirm the check in time for Friday".*They confirmed the check in time, and on the morning of Friday ******* I gave them a rough estimate of when I would be arriving that evening. They asked if I could text to call when I was about half an hour out.**When I was ** minutes from the destination, I sent them a text as they had requested. This was approximately around *:** PM.*I arrived at their property at **:** PM, called Dan's cell number and had received no response. A few minutes later I got a message through Airbnb saying that my stay was not until the following night.**The host, Dan, and I have communicated through Airbnb which is quoted from above confirming the stay would be extended earlier. A conversation which we had two months in advance. Unfortunately, their Airbnb was already booked for the night with another guest and*or guests even though it had been communicated two months prior that that date was blocked out for me.**I requested a refund for the following night because I had already made the *** mile* * hour and ** minute drive. Dan offered for me to stay the following night free of charge due to the confusion. I attempted to find another place in town to stay for Friday evening but there was no vacancy at every hotel*motel that I had contacted. Based on what had happened, Dan offered a full refund.**The next morning I contacted the host about my refund. Due to the cancellation policy I had only received $**.** - Though Dan had authorized a full refund.*On the morning of Saturday **** I get a message from Nancy through Airbnb (who hosts that location with Dan) asking if I was still planning on staying that night. She stated, "Airbnb doesn’t issue full refund on cancellation one day before booking. We are very busy with bookings. I’m sorry that this happened to you but because you were using two different profiles, it was difficult to understand. An extension is for after original Airbnb check in date, not before "*I was not using two different profiles. It appears that the host and cohost may have had a lack of communication with one another.**Nancy later responds with, "We’ve had guests checked in from Thursday through today, so a quick check of calendar could have confirmed we were already booked."**My comment about the response above is that I was under the impression that Friday the **nd was blocked out for me per my discussion with Dan two months prior.**I got a notification later in the day from Nancy through Airbnb that Nancy sent me a refund with the attached message, "I am issuing you a refund not because I believe that you are correct, but because I do not want harassed by you for your very own error. We’ve never before experienced this kind of problem and have an excellent Airbnb that has wonderful reviews."**I found the message above to be unprofessional and quite contradictory. The initial host (Dan) authorized a full refund due to the host error of double booking* while the other host (Nancy) was stating that the error had been my very own and how I did not confirm on the calendar that they were already booked.**Due to the situation above, I am unsatisfied with the interactions with the hosts. I am reaching out to contact Airbnb to share my dissatisfaction and unpleasant experience. The lack of communication, along with the passive aggressive responses I had received from the hosts, gives me an uneasy feeling about having ever booked this stay through Airbnb in the first place.**Regards,*Samantha Nguyen
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AirBnB

Refund Issue
Reported by GetHuman-samming
Mar 27th, 2019 - 23d ago
I have an issue with AirBnB too
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Seen by 5 customers so far
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Timeline
GetHuman-samming started working on this issue
Mar 27th 4:28am