Can someone at Airbnb explain this to me? Customer service won’t
I stayed in an Airbnb last week. Had paid for the booking, taxes fees and all, in full several weeks before. The property was a 3 bedroom that could accommodate up to 6 guests. My booking was for 2 people. Then, I added a third person and was charged over $700 for the third person. The host confirmed with me that this was a mistake, and refunded me the portion of that $700 that they were paid by Airbnb ($530 ish). But, I haven’t been refunded the remaining $170. Airbnb customer service says “that’s taxes and fees, we can’t refund it.” But they seem unable to tell me what exactly that tax is on and what the fee is for, especially given that my original booking already included taxes and fees. If the whole $700 was a mistake, why would I not get the entire $700 back? I’m having trouble finding answers in the terms and conditions. If anyone knows why this is the case or can help me say the right thing to customer service to get my refund, I’d really appreciate it. Thanks!
I can explain. It's called 'fraud'
Off lately, I have found that the quality of service, the cleaning fees and other things included, hotels turn out cheaper with better service. Also, while I leave my room in the best condition , I don’t have to worry about taking out trash and reserve the last 30 minutes of my trip for cleaning room. More so after covid. So moral of the story book hotels much before.
Agreed. The cleaning fees at some places are just ridiculous.
Sorry to hear this. How did you make the alterations? CSs have different level of understanding on pricing, maybe try again and see if you can find one that understands the pricing history and make the adjustments for you.
I’ve been through probably 6 agents so far. Each time I have to explain the situation again, and then they pass me to a new agent. I made the alternation on the app. What I think happened was that the host accidentally had “smart pricing” on for alterations? But, as a test, I tried to make a new booking with the same host (over different days) for one, two, and three guests and found that the total price was the same in each case.
It seems like price had changed since you booked. When you made the alteration, the system used the new price to generate the new total price. Which explains there’s additional fees on top of that, and didn’t send to the host that they can’t directly refund. However this isn’t right, if this really happens(new price after alteration) there should be a snapshot of the prices you booked, and CS can figure that out. What did these agents say?
It’s definitely a mistake. You should get the whole $700 back!
My credit card company is investigating, hopefully they agree 🙏
I’ve made changes in the past like that but never had such issue
Credit card chargeback Tell customer service you are going to do this if they don’t answer your question Then do it for real
I guess that’s the way to go
It's not automatic. There is proof from their side that you requested "the charge". Amex or visa won't just blindly do a refund without an explanation and an investigation