Guest User
March 27, 2024
Booked through AirBnB, where there's a 48 hour cancellation option - set by the hotel. I respect that people shouldn't keep rooms off the market so that they can't be booked, and my sister wasn't ready to commit, so I went back and cancelled five minutes before the expiration of that 48 hours - except misremembered the time and was actually two minutes late. (10:31am instead of 10:29am on the receipt.) Initially their staff member claimed they couldn't refund the money because I'd cancelled (not true - there's a whole other Resolution Center for exactly that reason.) When AirBnB followed up with them on my behalf, they simply refused, and refused to reinstate the booking either. I get that it was my mistake, but they lost *nothing* in the two extra minutes - making this the worst customer service ever. Looking at other reviews more carefully, they do seem to struggle with the service end of the business.