In May, my partner and I planned a trip to Las Vegas and booked an apartment via Airbnb, paying £2,097 for a month-long stay in August. Shortly after, my partner’s mother was diagnosed with advanced cancer, prompting us to cancel our travel plans to support her during this difficult time.

Despite the booking being non-refundable, Airbnb suggested that I reach out to the host to discuss potential flexibility. I contacted him through the Airbnb app, explaining our situation. He assured me that if I canceled and his apartment was rebooked for those dates, he would refund me. Trusting his words, I proceeded with the cancellation.

However, when I checked availability for the apartment in August, I found that the host had booked it with other guests. Upon requesting my refund, he claimed financial difficulties and refused to return my money, instead offering a credit for a future stay. This contradicted our initial agreement, leading me to involve Airbnb again. The customer service representative was understanding and attempted to mediate but ended up disappointed when the host reiterated his cancellation policy and stood firm on providing only travel credit. With our current situation, any future travel was uncertain, and we had lost confidence in the host.

The host remains active on Airbnb, with his apartment fully booked until early next year, raising suspicions that he intended to profit from my cancellation by receiving payment from both sets of guests.

As a gesture of goodwill, Airbnb offered me $300 (£225).

Expert Opinion

You took a calculated risk hoping that the host’s property would attract another booking. Given the prime location and peak season, it was a reasonable expectation. Unfortunately, this scenario illustrates the necessity of travel insurance, particularly when dealing with strict cancellation policies, something you regrettably hadn’t arranged at the time of booking.

The host misled you by promising a refund contingent upon rebooking, only to later deny this agreement. The conversation trails indicate he may have already mishandled the funds. When you pressed for clarity, his responses varied from vague promises of future refunds to offering credits, further eroding trust. The host even blocked further communication through the app, complicating the situation.

Given the documented communication with Airbnb, their offer of only $300 seemed inadequate. However, after I advocated on your behalf, they re-evaluated and chose to fully refund you due to the personal circumstances you faced.

Challenges with RAC Assistance

In another incident, while driving between Lewes and Hailsham in East Sussex, my husband and I encountered a pothole that punctured our tire. We pulled over and tried to contact our breakdown service, RAC, but couldn’t connect. The automated message directed us to register our breakdown online, which was impossible due to poor connectivity in the countryside. My husband, who has mild cognitive issues, became understandably anxious.

After reaching out to a friend, I was advised to contact Green Flag, which answered promptly and dispatched a breakdown vehicle within the hour. The technician provided a temporary fix to our tire, enabling us to reach a safer location, and arranged for a tow to a garage. We finally returned home at 5:15 pm after leaving at 12:30 pm.

Upon contacting RAC for an apology and a refund for the £150 we paid to Green Flag, they refused, claiming we opted to call a different service. This might appear minor, but for retirees, such amounts can be significant. Despite paying £79.99 for an annual RAC membership, we felt neglected.

Expert Opinion

There’s no doubt that experiencing a breakdown, particularly in remote areas without internet, ranks among the most stressful situations. My own recent breakdown experience with RAC corroborates your frustrations. After waiting several frustrating hours, I also turned to another service.

RAC stated there were no issues with their phone lines at the time of your call, which added confusion. However, they did express regret for your lengthy wait and ultimately agreed to refund the Green Flag fee, which has now been credited to your account.

Should you have a financial issue requiring investigation, contact Katherine Denham at [email protected], including your phone number.

£1,426,086: Total amount saved for readers this year by the Troubleshooter.