Stay away

I am currently involved in a formal dispute with Airbnb regarding a refund following a completed booking. After raising concerns about the condition of the accommodation, Airbnb confirmed in writing that a refund of R5,881 had been processed to my original bank account and would reflect within a stated timeframe. Despite this written confirmation, the amount was instead issued as Airbnb credit, without my consent. I contacted Airbnb to request that this be corrected. During my interaction with support, I was informed that the refund could not be changed from credit to a bank payment and that there was nothing further Airbnb could do, despite the prior written confirmation stating otherwise. In my understanding, issuing a refund in a different form from what was confirmed in writing, and refusing to correct it, appears inconsistent with South African consumer protection legislation, including provisions relating to fair and honest dealing. I have requested escalation through Airbnb’s official support channels and am following the appropriate formal dispute processes. At the time of posting, the matter remains unresolved. I am sharing this to document my personal experience as a consumer and remain open to an amicable resolution.