Business ProfileforAirbnb, Inc.

I reserved a house for ******* siblings to stay as we worked to troubleshoot issues regarding our older brother who was, and still is in crisis. The policy of the host was a 50% refund upon cancelation. The day after I reserved, we learned that our brother had been moved to a different ***** *** was asked by our siblings to cancel the reservation in order to use hotel rooms so we could be flexible. Unfortunately, when I tried to cancel online, their cancelation system wouldn't allow me to complete the cancelation, as their 2nd "continue" button was broken. After 3 attempts, I called airbnb to ask them to cancel it for me. I was reassured they would. We were very busy for the next few ***** *** ended up sick--presumably from stress. On our way home from a visit to urgent care, I received a message from the host saying the cancelation hadn't gone through, and this was the 2nd day of the reservation. I immediately called Airbnb & requested the cancelation, explaining that they had failed in canceling upon my request. Because we were 2 days into the original reservation, they are refusing to give me the 50% refund, & instead only refunded me 25%. We are having to pay out $3000 for services we were unable to use. I have called repeatedly & spoken to different reps who say they can't follow through on the refund unless the host approves it. The host won't approve it because the airbnb didn't follow through on the cancelation on time. Airbnb even requested documentation proving my brother was hospitalized, which I sent, but it has made no difference. I believe Airbnb has an unspoken policy not to refund consumers & to give us the runaround until we give up.Don't EVER reserve an airbnb unless it has a full refund. Or better yet use VRBO!!!