1/5 Thet M. 1 year ago on Google
Response
from
the
owner
-
3
days
ago
βI
would
like
to
write
an
honest
reply...
Dear
Thet.
I
appreciate
that
you
are
frustrated,
but
the
fact
is
that
you
made
the
booking
through
AirBnB
and
it
is
they
that
control
your
money.
The
booking
has
been
cancelled
with
us
and
we
have
no
further
input,
having
already
agreed
that
you
may
be
refunded
50%
of
what
you
have
paid.
Your
only
recourse
therefore
is
to
pursue
this
through
AirBnB.
It
is
quite
wrong
to
blame
us
for
this,
and
more
especially
to
accuse
us
of
being
irresponsible,
dishonest
and
unprofessional
with
your
money.
Kevin
(Acting
Manager
SACO
Cardiff)β
Dear
Kevin,
I
take
it
that
you
leave
your
customers
to
chase
up
refunds
from
AirBnB.
As
a
frequent
AirBnb
user,
I
have
never
had
to
chase
up
a
refund
myself
-
this
process
is
initiated
immediately
by
the
host
which
lets
AirBnB
know
to
refund
the
money.
I
cancelled
this
reservation
on
the
20th
of
March
and
I
have
still
not
received
any
notification
from
AirBnb
about
a
refund
being
initiated.
Regardless
of
who
is
responsible,
it
hardly
reflects
well
on
yourself
or
AirBnb
that
a
customer
has
not
been
refunded
after
6
weeks.
It
is
also
not
wrong
to
imply
unprofessionalism
when
your
company
then
ignores
my
queries
regarding
the
refund
-
at
the
very
least
you
can
reply
to
explain
the
situation
and
be
proactive
in
helping
your
customer,
even
if
this
situation
is
out
of
your
control.
Feedback
is
important
for
any
company
to
improve
customer
service
-
I
hope
you
can
appreciate
mine.
I
also
hope
other
customers
do
not
get
caught
up
in
such
a
complex
refund
process.