logo

Airbnb
Questions & Answers

2,101 reviews
114 questions & answers

We booked a place in London with a non-refundable deposit. The deposit came to AU$1,000. We are unable to now go to London due to family circumstances, at this time and have requested our deposit be returned. We are reasonable and hoped if they re-leased the property we could get it back or even a percentage retunred would be acceptable, but we have not even had a response of any kind. This is very rude and very disturbing to think they can just run off with that much of our money. It is 2 months before we were supposed to be there, so pleanty of time to get another booking in July. These are the details: Itinerary Confirmation Code: WHKP3Y 17 Devonshire Place, London, England W1G 6HY, United Kingdom - Your Host Ana Bela +66 94 156 8245 Please can you help? Regards Gail

Asked by Gail R. on 5/20/2015

4 Answers
Ed W.5/21/2015
As per suggestions above, I would call Airbnb directly. A non-refundable deposit means no refunds: this is after the fact, but preliminary inquiry to the host with this question would have saved you a lot of trouble. Airbnb is not required to give you a refund if the deposit is nonrefundable. Look at it this way -- if you made bought a non-refundable plane ticket, the airline has no obligation to refund your ticket. They may offer you the opportunity to reschedule the flight with an extra fee, but you chose that option when you purchased the non-refundable fare when you could have purchased a REFUNDABLE fare. Similarly, you could have chosen another host/place to stay that was REFUNDABLE but did not. It would be to the host/Airbnb's best interest to refund part of your deposit but they are under no obligation. **When you contact them, offer to accept a portion of the deposit back instead of 100% and you might get an acceptance of the offer. As was said above, escalate the inquiry until you get a high enough supervisor that can help you resolve this.**
Lirr c.5/20/2015
It doesn't seem fair, therefore I want to help you: show AirBNB a doctors note that you e just been diagnosed with cancer. You'll get all you money back
Cathleen V.5/20/2015
Gail, I'm not sure where you live. If it's the U.S., I don't understand how you could have placed a deposit. Airbnb takes FULL payment for any reservation. And whether you can get money back depends on the cancellation policy of the host. If it's a Strict one, you lose all money. If it's moderate, you get back everything if you cancel before 5 days before your arrival. In all cases, Airbnb will not refund the fee you pay them. Have you tried calling Airbnb? Their number is (855) 424-7262. You will only speak to a flunky who knows nothing and can't do anything, but will "escalate" it to the proper department. You sure you booked this through Airbnb and not some other service?
DA G.5/20/2015
Look in the small print about canceling, I think there is something about months ahead and refunds. Also, call BnB directly and ask for help. I was landlord and from experience they are helpful to both parties. It never hurts to ask and going To the corporation can be worth the effort. $1000 is worth the trouble.

Add your answer