I had rented a villa called “Feels” in Bali through Airbnb for the dates February 8–22. On the evening of February 7, I accidentally canceled the reservation through the app. As soon as I realized the mistake, within about two minutes, I contacted both the host and Airbnb support, explaining that the cancellation was accidental and that I still wanted to use the reservation. Despite this, no assistance was provided.
Today, on February 8, the host told me to come to the villa, so I went there. However, the condition of the property was completely unacceptable. The house was full of insects, the hygiene was extremely poor, and the pool looked muddy and dirty. The room was extremely small and did not match the photos in the listing at all. There was also a very strong and unpleasant odor inside the house. I took photos to document all of these issues.
When I reported these problems to the host, I was told “you had already canceled, otherwise we would have cleaned it.” As a result, I could not use the property, and the $1,279 I paid has not been refunded.
When I contacted Airbnb support, they simply responded by saying “you canceled the reservation,” and refused to provide assistance.
I request that my accidental cancellation be reconsidered, that my case be reviewed again based on the actual condition of the villa and the photos I documented, and that the $1,279 I paid be refunded.
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