Notice of Demand: Refund and Reimbur*****t for Losses Due to Service Failure

I made a booking through Airbnb on 26 May at The Barn in Napier, hosted by Robert Phillips. On the same day, I realized I had miscalculated the dates and changed the booking from 29 May to 28 May using the Airbnb app. However, I received no response from the host on the app.

On 28 May, I drove to the address listed in the Airbnb adverti*****t and sent the host three messages, but he failed to respond. Later that afternoon, I attempted to contact Airbnb, but my app froze unexpectedly, and I was unable to access it at all. In a panic, I searched online for a contact number for Airbnb, but despite multiple attempts, I could not get through—the phone would ring and then disconnect.

I had no choice but to ask my daughter to try contacting Airbnb through her app, which she did, but we still received no assistance. As it was getting dark and I felt unsafe driving back to Stellenbosch at night, I was forced to find alternative accommodation, which incurred additional expenses.

The following day, I contacted Airbnb to explain the situation and request a refund. They responded that the host refused to issue a refund and asked me to provide proof that I had contacted him, which I did. Airbnb then called me twice late at night to verify details—calls which disrupted my sleep.

Eventually, they agreed to refund me within 7 to 15 days, but only after I declined their offer of a voucher, as I did not want to be forced to use their platform again. I also sent an email reiterating my request for a cash refund instead of a voucher, and they confirmed that I would receive the money within 7 to 15 days.

To date, I have not received the refund, and my Airbnb app is still frozen, making it very difficult for me to communicate with their support team.

I am hereby demanding that Airbnb process my full refund immediately and provide written confirmation of the payment. In addition, I request compensation for the additional accommodation costs I incurred due to the host’s non-responsiveness and Airbnb’s technical failure and lack of support. If I do not receive a response and full refund within 7 days, I will be forced to escalate this matter through formal consumer complaint channels and explore legal recourse.