Airbnb complaint: Reimbursement Required

AirBnB Booking Confirmation : HMDJ3DWSHK
Dates of Stay: April 21-24, 2024
Location: London, UK AirBnB
Cost: $1313.61USD ($1856.48CAD on credit card)
Expedia Hotel Cost: $3,551.72CAD

On April 21st, my family and I arrived at St. Pancras station. After several failed attempts at contacting our host, we realized we would not hear from him. At that point, I called AirBnB for assistance as we were stranded.

The person on the phone told us that they would refund us the amount paid for the booking (which they have done). He then went on to say that they would also cover our ENTIRE hotel stay that we will have to make in lieu of this cancellation. I asked him verbatim, are there any limits/caps to what you will cover for our hotel stay. He responded, no. just send us the receipt and we’ll cover it. I asked for a case and he said there isn’t one and that the conversation is recorded and everything is documented on my file.

After returning from our trip, I receive a msg saying they will only reimburse 1 night. After which, they then said they will only cover 20% of the 1st night. After a lot of back and forth they’re now only offering 20% of our stay.

Had I known this was the outcome, I would’ve booked very differently and spent time price shopping. Same day bookings in a major city is obscenely expensive. I could’ve booked one night first, just to get my elderly father somewhere warm where he can rest, then spend time price shopping for the next 2 nights (which would be cheaper than booking same day). I thought AirBnB was relieving the stress of price shopping for me so I quickly booked a mid-range hotel to get my cold and tired elderly father somewhere warm where he could sit.

Not only did I not even ask for hotel reimbursement to begin with and it was voluntarily offered, but there is literal PROOF of them offering full reimbursement. This offer completely changed my course of action, and I shouldn’t have to pay for their employee’s mistake. They should take this up internally, and not the expense of their customer. I was misled their actions are not right.

They have not even addressed the fact that this employee misled me and the fact that there is recorded proof.

I expect the $3551.72 to be reimbursed to me as originally promised and recorded in our phone conversation as proof. The fact that their policy does not specifically state a set amount, and the offers given to me thereafter have been inconsistent, shows it is up to their discretion and they have room to reimburse me the promise amount. I have attached a screenshot of my Expedia hotel booking for your reference.