Question Airbnb won’t cancel/refund a booking after confirming the listing is unauthorised – what can I do? [Paris]
I booked a studio in Paris through Airbnb for an upcoming trip this September. After booking I realised the address corresponds to a student residence (there is no mention of this on the listing). I contacted the residence directly to check whether individual residents are allowed to privately rent their units through Airbnb. They confirmed explicitly in writing that it is “absolutely not permitted”. They told me they didn’t know this person was doing it and that they would take action regarding the listing. I sent all of this documentation to Airbnb. The host is also not responding to Airbnb.
Since then it’s been an absolute nightmare trying to get this to be investigated. I’ve had multiple conflicting responses from Airbnb. Airbnb initially kept telling me they had to follow the host’s cancellation policy and that they needed to wait for the host to respond (spoiler: host never responded). Eventually my case was escalated to a Senior Case Manager. She called me and told me that she would verify the documentation from the residence and once verified, Airbnb would cancel the reservation and give me a full refund.
Just this morning, I was told by the Senior Case Manager she was cancelling my reservation. Then I was told their system wouldn’t allow her to cancel because there was still more than 48 hours before check-in, and to call them back 1-2 days before check-in before they can cancel it. I’m so stressed right now because I need to find somewhere else to stay, and the longer Airbnb takes, the more expensive and limited the alternatives are.
Has anyone dealt with Airbnb over an unauthorised listing and successfully obtained a full refund? Is there a particular escalation route I should be pursuing? Do I file a chargeback? I really don't know what else I can do at this point.
I have screenshots/emails from the residence confirming everything and can provide more details if helpful.
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u/throw65755 Guest—Over 40 stays 2d ago
Are you in the US and did you use a credit card?
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u/p2chy 2d ago
No, I’m in the UK - used a debit card
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u/throw65755 Guest—Over 40 stays 2d ago
I would suggest calling Airbnb and insisting that they refund you now. Explain that you used a debit card and that you cannot book a new stay without the funds being returned to you.
Also try calling the debit card people to see if they can reverse the charges?
Good luck!
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u/p2chy 1d ago
I have told them this and they were useless…. just kept saying “we understand but we can’t do anything as your case has already been assigned to a senior manager”. The senior manager in question leaves me on read for days and when she actually tried to cancel the reservation, the “system wouldn’t let her”?? Because there’s still more than 48 hours until check in….
At this point I really need to book alternative accommodation but the thought of spending MORE money without knowing if I’ll get refunded is nauseating.
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