ArcaMax

Q: I booked an apartment through Airbnb in Beverly Hills, making an initial payment of $1,236. There was just one problem: The address listed for the property didn't exist. Soon after, without my consent, Airbnb charged my card another $7,080.

Airbnb then canceled my reservation and closed my account, even though I never requested either action. When I called Airbnb, it told me that it couldn't verify my account. Every time I spoke with a representative, I was given a new case number and was told that the issue would be resolved in a few business days. Instead, the cases were closed without resolution.

I disputed the charges with Barclays, my credit card company. It reversed the $7,080 charge but refused to return the $1,236, saying that I had voluntarily provided my card number to Airbnb, so it wasn't fraud. I'd prefer not to take this to court. Can you help me get my $1,236 back? -- William Marell, West Palm Beach, Florida

A: This one is a tangle of Airbnb's weakest points: fake listings, arbitrary account closures, and a customer service system that can leave guests stranded.

Let's start with the listing. Airbnb requires hosts to provide accurate information and handles payments through its platform, acting as the host's limited collection agent. In theory, once you've paid, your only responsibility is to show up. When a host misrepresents or cancels, Airbnb is supposed to step in with an immediate refund.

In your case, the property never existed. This alone should have triggered a full refund. But there was a second failure -- Airbnb added what appeared to be a random $7,080 charge for a rental that didn't exist. For reasons that aren't entirely clear, Airbnb then flagged your account.

You fell into a trap many travelers know too well. Airbnb assigns case numbers, then closes them automatically after a set time. If your account is later deactivated, Airbnb's customer service often refuses to discuss the case because the account is closed.

You did the right thing by documenting everything and filing a credit card dispute. The problem is that Barclays saw your $1,236 as a voluntary transaction, which it technically was, even though you never got what you paid for. This is a tough but not unusual response from a bank. Barclay's could have done a better job of investigating your initial complaint.

A brief, polite email to one of the Airbnb executive contacts whom I list on my consumer advocacy site Elliott.org might have helped move things along. Behind the scenes, Airbnb was willing to refund you if you withdrew your chargeback. (This is a common practice. Companies don't like issuing refunds while a dispute is pending.) But it looks like you never received this message, and with your account shut down, there was no way for you to follow up with Airbnb.

The lesson for other travelers? Check vacation rental listings carefully before booking. Verify the address independently, and if something feels off, walk away. Keep detailed records of your communication, and don't give up if the company tries to arbitrarily close your case. Persistence, backed up by documentation, is often what gets a result.

After I contacted Airbnb, it reinstated your account and processed the refund. You've now confirmed that the $1,236 has been returned.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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