My question is to do with Airbnb. I cancelled a one-night reservation with them at least six weeks before the date of the stay, which had a free cancellation option and there should have been no problem with a refund.
That was a month ago. Since then I’ve written to their help/support chat page 13 times, made four phone calls and still have not received my refund. On the phone, they admitted it was an issue on their side and promised that it will be resolved and they will get back to me, but then all I get is computer-generated messages saying this issue is closed. When I ring I only get to speak to someone in a call centre in Colombia. I made the booking in Perth, Australia; the accommodation is in the UK.
How can I actually get in touch with them?
– Julia, Western Australia
Kat says: What an incredibly frustrating situation. For what it’s worth, it sounds as though you have done the right thing. You cancelled your reservation within the timeframe dictated by Airbnb to entitle you to a full refund. Normally, when you do this, Airbnb shows you how much you’re due to be refunded when you confirm the cancellation, and the refund will generally be provided without you having to do anything else. Unfortunately, it hasn’t worked out this way for you, but that does not mean all is lost!
You’ve also done the right thing by following up with Airbnb. I would suggest trying again (don’t worry, this is only step one). There are a couple of avenues available to you.
From your story, it sounds as though you went through Airbnb’s customer service and support functions to address the issue with your refund. I would suggest submitting a complaint to Airbnb outlining your whole case, with all the facts and evidence in one place, either in writing or over the phone. Given your recent history with Airbnb’s customer service, I can understand how you might be hesitant to do this.
You may also 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 in the app. Navigate to your booking and select the “request a refund” option. You’ll be prompted to include a reason for the request, at which point you should outline the issue you’re experiencing in as much detail as possible. This should initiate a refund process, which Airbnb will investigate.
As a final attempt to resolve the matter, you should also try contacting the booking host directly. Anecdotally, I’ve found most hosts on Airbnb to be pretty helpful and you might find the host can either issue the refund themselves or submit a complaint to Airbnb on your behalf.
Airbnb’s website also suggests contacting your bank to see if there has been a delay or error at that end. I also encourage you to check the bank details you have listed with Airbnb.
If none of your attempts with Airbnb and the host work, the good news is, because you made the booking while you were physically in Australia via the Australian arm of Airbnb (which is incorporated in Australia), Australian consumer law and related consumer guarantees apply to your situation.
This means you’re entitled to receive the service you’ve paid for and for all representations that are made to you in the delivery of that service to be correct. Otherwise, in my view, for Airbnb to tell you you’re entitled to a refund and then not provide it when you abide by the contract conditions is false and misleading and could likely be unconscionable (things that are not allowed under Australian consumer law).
Moreover, the terms of your contract with Airbnb – which you said entitles you to a refund when you cancel within a certain timeframe – provide you with protection.
If you are unable to resolve the complaint with Airbnb directly, you can lodge a complaint with Western Australia Consumer Protection. Before you make the complaint, get all your ducks in a row. The Consumer Protection website has a checklist that tells you everything you’ll need to do and gather in the process of making a complaint. Any documentation you have from Airbnb will be crucial to your complaint and you should compile it and provide it to Consumer Protection, if that is the route you take.
While it’s certainly not the most convenient thing in the world, and while your time would certainly be better spent on more enjoyable things, I’m confident that with a bit of persistence, you’ll get the money you are entitled to back.
Note: In a response, a spokesperson for Airbnb Australia and New Zealand said they are aware of an issue relating to this booking, and their customer support team is 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 says after contacting Airbnb numerous times, she received an email informing her the refund has been processed.
This reader’s letter has been edited for clarity.
***
Ask Kat a question
Do you have an Australian consumer issue you’d like Kat’s advice on? Fill out the form below to let us know.
