I had to return from Cozumel because of a family illness on March 29. I had scheduled a week-long stay at an Airbnb on March 28. My hotel was closing. My stay was supposed to be from March 29 through April 5.
I contacted the host as soon as I reserved my flight back to the states. The host was very courteous. I explained that I would like to return as soon as Cozumel tourism resumes. Airbnb deleted all my contact information with my host so I’m unable to return to the unit I paid for nor will they refund my stay.
My last message from the customer service robot was I needed to contact the host… which is impossible since Airbnb has blocked any contact information. I’ve contacted my credit card company.
Did you communicate through the Airbnb app? Your story is not adding up. If you had a reservation, then there is data with Airbnb about your trip. Call again. Full refunds are given.