Airbnb Credit Note Advice

[Bella Girl]

Hi,

Hoping that there are some Airbnb experts out there.

We had an Airbnb booked to do a Macmillan Mighty Hike event in 2020 that Airbnb cancelled due to lockdown and gave us a credit for £198. We rebooked for the same event in July 2021 using the credit but had to cancel because our travel companions’ mother died suddenly a few days before the Mighty Hike and at the same time, my husband became unwell and was advised not to do the hike. The Airbnb booking was free cancellation so cancelling it did not cost us anything.

Earlier this year, we made a separate Airbnb booking (before we cancelled the Mighty Hike booking) to go away at the start of October and the balance is now due for this. I want to use the £198 credit to pay the balance on this booking but have been informed by Airbnb that I can’t use this as it was not applied at the initial booking and I cannot find any evidence of the credit on my account. I have asked for a refund of my credit but Airbnb have responded that travel credits are non refundable.

Please does anyone have any experience or advice on how to deal with this?

We have used Airbnb before without incident but am cross that they are withholding our money and have now had it for 18 months.