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Scammed by Airbnb and the Host – Policies Not Respected

This has been, without question, the worst experience I have ever had with Airbnb.I booked an apartment at El Fort d’Ullastret - Spain, Costa Brava - through Airbnb for my vacation. On the morning of Sept 3rd, my phone and driver’s license were stolen, which made it impossible for me to collect the rental car and reach the property. Despite being in a very difficult situation, I still managed to notify the Host at 11:39 AM — well before the 3:00 PM cancellation deadline clearly stated in Airbnb’s own policy.What happened after was disgraceful:Instead of helping, the Host delayed responding until the next day, conveniently pushing the cancellation beyond the deadline to reduce my refund.Airbnb gave me contradictory explanations: first saying they requested a full refund (which I never asked for), then blaming “time zones,” then claiming refunds are automated. None of it was consistent, and all of it seemed like excuses to avoid paying what was owed.Only after I pressured both Airbnb and the Host with proof of their own published terms did the Host admit I was entitled to a refund. Even then, they tried to minimize the amount.In the end, after weeks of back and forth, I was refunded only part of what I was clearly entitled to (€53.25 + €60.25), and only because I refused to give up.Both Airbnb and El Fort d’Ullastret acted without transparency, accountability, or fairness. Instead of applying their own policy, they delayed, contradicted themselves, and ultimately kept money they should have refunded.To make things worse, Airbnb has blocked me from leaving a review on their platform, so I am sharing my experience here to warn other travelers.I will never recommend Airbnb again, and I strongly advise travelers to think twice before booking with El Fort d’Ullastret or trusting Airbnb’s so-called “policies.”I'd love to attache the pictures as proof but Trustpilot doesn't have that option.

Date of experience: Sep 03, 2025