AIRBNB REFUND & DISPUTE SUPPORT

Was your Airbnb stay not what you paid for? You may be entitled to a refund or reimbursement.

Airbnb promises reliable, comfortable stays — but sometimes, reality falls short. Whether the property was uninhabitable, cancelled last minute, or nothing like the listing, you still have rights.

At Quaerens, we assist travellers across the UK and Europe in resolving disputes with Airbnb and hosts. We help you prepare effective refund requests and pursue reimbursements when things go wrong.

Common Airbnb Claim Situations

• The listing was false or misleading: Major amenities were missing (e.g. no Wi-Fi, heating, or kitchen), or the photos and descriptions did not match the actual property — leaving you with something far below what was advertised.
• The accommodation was unsafe or uninhabitable: Issues like mould, pest infestations, broken locks, or no access to water or electricity may entitle you to a refund and compensation for inconvenience or health risks.
• The host cancelled last-minute and no alternative was provided – If your booking was cancelled shortly before arrival and Airbnb or the host failed to arrange a replacement or refund, you may have a strong claim.
• You were denied entry or refused access to the property – If the host was unreachable, gave the wrong address, or intentionally locked you out, you're likely entitled to a full refund and related expenses.
• The stay was interrupted or ended early due to double-booking or safety concerns – Unexpected issues like another guest being present or unsafe conditions can lead to partial or full refunds, and in some cases, additional compensation.
• Discrimination or abuse by the host – If a host treated you unfairly based on race, gender, nationality, or other personal characteristics, this may breach Airbnb's policies and anti-discrimination laws, justifying further legal action.

What Can You Request Reimbursement For?

• ✅ The full cost of your stay: If your Airbnb was cancelled last-minute, misrepresented, unsafe, or uninhabitable, you may be eligible for a full or partial refund of your booking fees — even if Airbnb initially refused.
• ✅ Transport or alternative accommodation costs: Expenses you incurred to find a last-minute hotel, new rental, or emergency transport (such as late-night taxis or airport rerouting) can often be recovered.
• ✅ Distress and inconvenience: A ruined trip or disrupted plans may justify further redress — especially if your host acted negligently or Airbnb failed to resolve the issue promptly.
• ✅ Lost time or experiences: If you missed out on tours, events, or part of your holiday due to the issue, you may be able to request a goodwill reimbursement or escalation based on lost value.

What Are Your Rights?

• Airbnb’s Terms of Service & Guest Refund Policy – If your host cancels last minute, misrepresents the property, or fails to provide a safe place to stay, Airbnb is contractually obligated to issue a refund or arrange alternative accommodation under its own policy.
• EU Consumer Rights Directive (2011/83/EU) – If you booked within the EU, you’re protected by this law covering all online purchases. It ensures the right to a refund or remedy when services aren’t delivered as promised — even by platforms like Airbnb.
• UK Consumer Rights Act 2015 – For UK consumers, this law guarantees that services (like accommodation) must be as described and provided with reasonable care. If Airbnb or a host breaches this, you could be entitled to a refund or compensation.
• Applicable National Consumer Laws – Your home country’s consumer law (such as in Spain, Ireland, Netherlands, etc.) may offer additional protections — including the right to dispute charges, cancel bookings, or claim compensation for poor service.

How Quaerens Helps

• ✅ Review your booking, messages, and supporting evidence – We examine all communication with the host and Airbnb, as well as your booking details, to build a strong and well-documented case.
• ✅ File formal complaints and refund requests – We prepare and submit the necessary claims to Airbnb on your behalf, ensuring the process is handled professionally and your rights are clearly asserted.
• ✅ Support escalation if Airbnb fails to respond properly – If your case is ignored or unfairly rejected, we escalate it through Airbnb’s internal dispute channels or take steps toward legal recovery if needed.

Act Now – Start Your Airbnb Case Review with Quaerens

If your Airbnb experience didn’t match the promise, let Quaerens assess your situation today. We’ll review your case for free and help you take the necessary steps to pursue a resolution and recover your costs.