I am not happy at all

Dear HelloPeter Team.

I would like to formally lodge a complaint against Airbnb regarding a reservation dispute that has caused me financial loss and extreme frustration. I had a confirmed Airbnb reservation scheduled from 2 January to 4 January. Unfortunately, due to unforeseen circumstances ,a family funeral , I contacted Airbnb and the host in advance to inform them that I would not be able to make the reservation and requested a refund.

Airbnb informed me that a refund would not be processed, so I agreed to change the reservation dates instead. I requested that the booking be moved to 13–15 February. Airbnb confirmed that they were waiting for the host’s approval.

However, Airbnb failed to finalize this date change before the original booking dates passed. Despite me never checking in or staying at the property, I later received an email asking me to rate my “stay,” which never occurred.

When I followed up, Airbnb informed me that: The booking was treated as completed My funds could not be reimbursed I must make a completely new booking I would only receive a 30% discount, despite having already paid the full amount of R2,556 I am also being asked to pay an additional R232 for the date change, which I am willing to pay later this month.

This is unacceptable, as the failure to process the date change was entirely on Airbnb’s side. I communicated timeously, acted in good faith, and followed Airbnb’s instructions throughout. I am now being told that my money is effectively forfeited without receiving any accommodation or service, which I believe is unfair, *********, and a clear failure of customer service.

I am requesting that Airbnb either: Fully refund my original payment, or Honor the agreed date change to February without forcing me to make a new booking and without penalizing me for their delay.

I have all correspondence and proof of communication available if required. I trust that HelloPeter will assist in escalating this matter so that it can be resolved fairly.

Kind regards, Thato Serumula