I was intrigued with a fabulous listing for an upcoming vacation, and went through the process of creating an account, verifying my identity, etc. I contacted the host, submitted payment, and received a confirmation number with the host’s details. The Host graciously emailed back and forth with me, and we closed up our communication cordially. An hour or so later, he received notice that Airbnb had cancelled the reservation, for unknown reasons. I simultaneously received notification that American Express had denied the charge, with a request for additional account information, which I provided. When I tried to log back in to my brand new account, the message said that my account had been suspended.
Thus, I was unable to contact Airbnb directly, nor was I able to email the host via the Airbnb internal email system. I contacted American Express, who verified that the charge had indeed gone through; there was no problem on their end. At 3:33 AM today, I received an email from Airbnb advising that they had indeed cancelled my reservation for unknown reasons, and that they would “refund my full amount” within five days. How could they refund an amount they claimed was denied? I have written three direct emails to Airbnb asking for updates, all to no avail. I even asked that my correspondence be forward to their CEO. I will continue to follow this on a daily basis until I receive verification from AMEX of my full refund, as promised.
The next challenge: how to delete my new account, as I have no access to their system, since my account is suspended. Good luck to any of you thinking that Airbnb is a legit, well run, professional company…
My husband read this and thought that I wrote the above. Exactly the same thing happened to me on OCT 27, 1916. What’s in it for them to pull such crap?