Airbnb denied my refund despite its own records contradicting the reason for denial — what would you do next?
I’m looking for advice from people who have dealt with Airbnb disputes/chargebacks.
I booked an Airbnb in Azeffoun, Algeria for my family. The Airbnb map showed the property in the developed/downtown area of Azeffoun, close to the beach, stores, etc.
When we arrived at the location shown on Airbnb, the property wasn’t there.
I contacted the host through WhatsApp/phone, and he had to guide us to the actual property. The real location was outside the developed area, near Lkhivia, in a much more remote location. The access road was also extremely poor and difficult to drive without an appropriate vehicle.
I have screenshots comparing the Airbnb location with the actual location, the Google Maps route, and WhatsApp records showing the location exchange/calls with the host.
Once we arrived, there were additional problems.
The listing advertised 24/7 water, but the host told us to restrict our water/electricity consumption. He instructed us to keep the AC at 25°C and turn it off in the morning.
When I objected, the host brought up the fact that I came from the United States and told me I needed to “act like Algerians.” What he meant was that Algerians are accustomed to the heat and therefore don’t need to use air conditioning throughout the day, and that because of water shortages, Algerians are accustomed to using less water.
I’m actually Algerian-born. I wasn’t asking for special treatment because I came from the U.S. I simply expected to be able to use the amenities that were advertised and that I had paid for.
The situation that finally made us leave involved one of the children. While the kids were playing in the pool, the host told one of them that he would “cut his ears” if he wasn’t quiet.
We left after approximately two hours.
Here’s where my problem with Airbnb gets even stranger.
Before cancelling, while the reservation was still active, I contacted Airbnb through the app and told them that the host had misrepresented multiple things and that I wanted to cancel and open a claim.
Airbnb’s own automated response immediately afterward stated:
“Since your stay in Azeffoun is currently active…”
I didn’t receive meaningful assistance from a person at that moment. My priority was getting my family somewhere else, so I cancelled and found alternative accommodation.
I later requested a full refund.
Airbnb repeatedly told me they couldn’t refund me because there wasn’t enough “documentation” and because the host refused to refund me.
I asked how the host refusing a refund was evidence that my claim was invalid. I also asked why Airbnb couldn’t independently verify the location using its own listing and reservation records.
Then a Senior Case Manager gave me another reason for denying the refund:
They said I contacted Airbnb AFTER cancelling the reservation.
Except Airbnb’s own conversation history shows the opposite.
I have the screenshot showing my complaint followed by Airbnb explicitly stating that my stay was “currently active.”
I provided Airbnb with the location screenshots, Google Maps evidence, WhatsApp communication, my contemporaneous Airbnb communication, my review, and the host’s written response.
The host’s public response is also interesting. Instead of simply denying everything, he discusses his “instructions,” says I confused instructions with “threats,” discusses my being from the USA and needing to adapt to the country, and addresses the Google Maps/location issue.
Airbnb still denied the refund.
At this point, it’s becoming less about the money and more about how the investigation was handled.
I understand Airbnb wasn’t physically present and cannot verify every verbal conversation. But the property location, Airbnb listing, Airbnb messages, timing of my complaint, and the host’s written response are all things Airbnb can actually review.
I have now disputed the charge with my credit-card company. They issued a temporary credit and gave Airbnb a period to respond.
I’m waiting for the chargeback process before deciding what to do next.
Has anyone dealt with something similar?
Especially interested in hearing from people who have had Airbnb challenge a chargeback after claiming the guest cancelled voluntarily. Did your bank ultimately side with you, and what evidence ended up being most important?