by csbartus on 3/6/2024, 5:20:04 PM with 1 comments
The timeline:
1. Yesterday at 5:31pm I made a reservation on Airbnb for a person and a pet and done the payment
2. At 5:32 I've received a message from the host that in order to be able to check-in I need to provide my personal ID number and my email address. And there will be an additional fee for cleaning up after my pet.
3. At 5:38 I've contacted support, copy pasted the message from the host
4. At 11:22pm, after 4 threads + 1 direct call with different support ambassadors we were nowhere. The support confirmed neither asking for personal details nor asking for an extra fee is supported by Airbnb, but they've just passed me around without any solution. Then I decided not to take the trip and get a refund. Unfortunately the listing I booked had no cancellation, in other words it would refund only the cleaning fee and the taxes, which are less than 10% of what I've paid.
5. Today at 8:54am we've started another support conversation.
6. At 4:42pm the support person contacted the host and they agree I don't have to pay an extra fee for cleaning up after the pet. I said ok, but I'll cancel the trip anyway, and I need a refund if it's possible.
7. At 5:47pm the support person offered to mediate a better refund
8. At 6:12pm I've got finally the answer
"I just wanted to give you an update that I've already had a chance to speak with your Host, your Host has adhered to our standard cancellation policy for your reservation.
I know that this is not the outcome that you expected, XXX. But I am hoping for your understanding that I am only here to explain what's your Host decision. Please do not take it against me."
To sum up:
- The host asked for personal information and extra fee after the payment
- Support confirmed all these actions are prohibited. (There are 3 prohibited actions, these two, and the 3rd, communicating outside Airbnb)
- In 24 hours support negotiated that the extra fee shouldn't be payed
- And offered no refund at all beside the taxes + cleaning fee.
1. Yesterday at 5:31pm I made a reservation on Airbnb for a person and a pet and done the payment
2. At 5:32 I've received a message from the host that in order to be able to check-in I need to provide my personal ID number and my email address. And there will be an additional fee for cleaning up after my pet.
3. At 5:38 I've contacted support, copy pasted the message from the host
4. At 11:22pm, after 4 threads + 1 direct call with different support ambassadors we were nowhere. The support confirmed neither asking for personal details nor asking for an extra fee is supported by Airbnb, but they've just passed me around without any solution. Then I decided not to take the trip and get a refund. Unfortunately the listing I booked had no cancellation, in other words it would refund only the cleaning fee and the taxes, which are less than 10% of what I've paid.
5. Today at 8:54am we've started another support conversation.
6. At 4:42pm the support person contacted the host and they agree I don't have to pay an extra fee for cleaning up after the pet. I said ok, but I'll cancel the trip anyway, and I need a refund if it's possible.
7. At 5:47pm the support person offered to mediate a better refund
8. At 6:12pm I've got finally the answer
"I just wanted to give you an update that I've already had a chance to speak with your Host, your Host has adhered to our standard cancellation policy for your reservation.
I know that this is not the outcome that you expected, XXX. But I am hoping for your understanding that I am only here to explain what's your Host decision. Please do not take it against me."
To sum up:
- The host asked for personal information and extra fee after the payment
- Support confirmed all these actions are prohibited. (There are 3 prohibited actions, these two, and the 3rd, communicating outside Airbnb)
- In 24 hours support negotiated that the extra fee shouldn't be payed
- And offered no refund at all beside the taxes + cleaning fee.