Airbnb Ignored Stated Policy And Refunded Only Part Of ₺24,000 Booking

I booked room 202 at Ada Kumsal Apart in Amasra, Bartın through Airbnb for the dates 8–12 September 2024, paying a total of ₺24,000 by credit card. The cancellation policy clearly stated:

Full refund if canceled before 3 September

Refund of all nights except the first if canceled before 8 September at 14:00

I canceled my booking on 6 September, well within the stated policy. However, I received only ₺9,000 as a refund, and the total cost in the system was incorrectly shown as ₺15,000.

I contacted both the property owner and Airbnb support multiple times. Airbnb told me that the remaining refund could only be processed if the host approved it, while the host shifted responsibility back to Airbnb. No clear explanation was ever given regarding the service fee amount or how the deductions were calculated.

I hold the original payment receipt, and no special conditions or contracts were disclosed at the time of booking. I demand the full refund of the remaining balance in accordance with the cancellation terms and a proper explanation of why only ₺9,000 was returned instead of the rightful amount. Customers deserve transparency and fairness in refund calculations.