"They I was really surprised at the hosts reaction, too. 6. % expressed that hosts were misusing the deposit process. Add another line break, and then put the credit card company's address. May 31. Just a few examples of merchant errors that fall within the fulfillment and shipping sphere of disputes include: This can be a touchy subject between consumers and merchants. "The bandwidth of every company - they're drowning - and they're trying to meet the needs of everyone," she said. Most banks charge fees to, After discovering the program in the last few months, I finally decided to apply for Global Entry, the, Travel insurance isnt the first thing you think of when you start planning a trip abroad. You forgot about a recurring payment. To add to this, the owner is trying to charge me more than the cost of the mirror, to pay for her time and petrol to replace it. Cybercriminals are very skilled at mining, selling, and using data to defraud the public. Consumers have the right to dispute credit card charges under certain circumstances, even including items they willingly purchased. I am not sure what to do on this situation. I started using Extended Stay America for long-term national trips. Victoria thank you for sharing this information. Did everything get resolved for you? Ive completely stopped using Airbnb since I wrote this article a few years ago. One host by the name of SVASTI said that I put serviettes down the toilet. . 0_0. These include: Per the Fair Credit Billing Act, in addition to making a good-faith effort to resolve an issue with the merchant first, disputes can only be won if purchases are more than $50 and were made in your home state or within 100 miles of your billing address. % expressed they no longer trust VRBO after issues regarding deposits. Add or edit damage protection for your listing, Refund a guest without canceling the reservation. I honour and respected everyones home I went to, only to be treated so shabbily. You have to have documentation to prove you case. You can also contact the bank to have the charge reversed. Sign in to get started. The way Airbnb disputes work is either party can create a claim with the Airbnb Resolution Center. Rayleigh, Essex, SS6 7UP, Recover Your Funds Faster & Easier by Ensuring Your Dispute Claims are Valid. Although you can work with the merchant directly to try to cancel the order or issue a return or refund (then set parental controls on the device and account so it doesnt happen again), you cant dispute the charge because it was technically your fault for not protecting your account. You may be thinking this is the same as a refund, but there's a difference. (Family photo), Copyright 2023 NBCUniversal Media, LLC. At the end of March, Airbnb announced it would fully refund trips up to May 31 that were booked before March 14. For instance, how do you act on the rights guaranteed under the EFTA? I replied no, as I only like swimming in the sea. This is happening to me right now over a bed. To add to this, the owner is trying to charge me more than the cost of the mirror, to pay for her time and petrol to replace it. a refundable damage deposit in conjunction with property damage protection," according to the VRBO website. The short answer is yes, in some circumstances, you can dispute credit card charges you willingly made and paid for. % saying their experience was excellent, 14% saying it was great, 7% saying it was average, 4% saying it was poor, and 9% saying it was bad. AS your cerdit card company suggest, apply for the deposit refund from HomeAway/VRBO documenting the interaction. The vast majority of sellers, both in-store and online, are legitimate and eager to work with buyers when issues arise to avoid a chargeback. If you cant prove you tried to resolve the issue with the merchant first, the merchant can often provide information to counter your claim. Im a photographer and writer based in Paris and travel Europe often. Get the Vrbo Deposit Refund With DoNotPay's Assistance. Just this morning a message from the person I thought would help me at this point its possible the unintended recipient might have redeemed the gift card with a link to Airbnbs gift card help page. offices in Texas and Colorado. The judge will ask you to show them the evidence you brought. All the information and rules about the Vrbo deposit refund can be confusing, and the refund process may seem like a lot of work. From there, the creditor has two billing cycles to investigate the matter and make a decision, and you arent responsible to pay for that specific charge during that time. :), Your email address will not be published. SelectConfirm. For most cardholders, the easiest way to dispute a charge is to contact their issuing bank through their preferred customer service channel. Airbnb rightfully does not hold guests responsible for items that break in a hosts residence, provided they broke due to normal wear and tear. Neither were true of course and its especially upsetting because we gave the hosts the benefit of the doubt for things like a bug problem. This will help us to explain charges made on Cardmember statements. According to the Fair Credit Billing Act, consumers are allowed to dispute a credit card charge within 60 days of it posting to their account. the steps you have already taken to try and settle the dispute. Generally, a policy that. you guys who do not know in this industry you can book a vacation rental with no fees with HomeEscape.com. McNutt said that wont be happening in his I think it was worded such that a person could misunderstandlike me. I personally am left with a sour taste in my mouth after this experience and will think twice before using Airbnb again. They will receive the reimbursement depending on whether the damages are covered under the policy. What are considered valid reasons to dispute a charge, and what should you do before contacting the bank? And I understand that Airbnb is stressed, she said. Has anyone managed to successfully dispute a damage charge on Vrbo? Hi Star, There are lots of scams. Im sorry youre dealing with a nasty host, I wish I could say they are an exception, but the more I use Airbnb, the more I realize they are actually starting to be the norm!! The system seems to be completely up the house owner which is ridiculous. You must give the merchant a chance to work it out . It's the owner who comes up with the fees to the realtor just like home sales transactions. That is all. Khadija Khartit is a strategy, investment, and funding expert, and an educator of fintech and strategic finance in top universities. On that note, here are a few invalid reasons to dispute a charge: Yes. As reported by Host Tools, Vrbo charges a commission for pay-per-booking listings starting at 8% per booking, and a 5% Vrbo service fee. You place a catering order and pay with your credit card, but when the food arrives, theres an item missing and the sandwiches are all wrong. The Better Business Bureau of North Central Texas said it has noticed a massive influx in complaints related to travel, lodging, and vacations, most commonly when it comes to getting refunds. said sorry, that doesn't prove you can't travel.". This email includes the host's description of the damage as well as a statement of when and how the guest will be charged for the damages. The stay at home orders have prevented people from We had forgotten a couple of items and called the host the same day to say we would come and pick them up, but he refused to hand them back to us and stated he had trashed them as he thought they were abandoned. She wanted 80 for a new sliding curtain, claiming I broke one of the 3 layers and 20 for using ALL the towels in the apartment. 6. Gites are really well serviced and usually very clean. The only defense you have is if you paid with a credit card to do a charge back, & even then its hard. Or, what constitutes a valid reason to dispute a charge? American Express stated that they will dispute charges within a 60 day time frame. There's no pre-authorization hold on the credit card. That said, its reassuring (though disheartening) to see that others have been through this too. 1. My experience is that this does not happen and as a host, I have had items damaged through lack of care, taken from my property, and used recklessly. % expressed bad user-experience during booking due to the deposit requirements. Like Airbnb, Vrbo also charges fees to both homeowners and guests. On that note, here are a few invalid reasons to dispute a charge: You don't recognize the merchant's billing descriptor. Also VRBO and AirBnB will specifically tell people, me as a host for example, they do not arbitrate disputes between guest and host. The host actually has 60 days to make a claim on a deposit, but the earlier this is done, the better chance the host has of winning. This is super stressful, and what is worse, is this is the 1st time I have ever used Airbnb. There were so many other damages, I took photos of EVERYTHING and when we left I notified the host. Valid Chargeback Reason #1:Criminal Fraud, Valid Chargeback Reason #2:Authorization Errors, Valid Chargeback Reason #3:Processing Errors, Valid Chargeback Reason #4:Fulfillment Errors, Valid Chargeback Reason #5:Merchant Abuse, Consumer Consequences for Illegitimate Disputes, A Step-By-Step Guide to the Chargeback Process in 2023, How Do Banks Process Disputes: The Step-by-Step Guide. Do you know when you should dispute a charge with their bank? In some cases, even if you willingly paid for something, you can file a dispute. If a guest is charged for damages and they had purchased the accidental damage protection during the booking process, the guest can file a claim with the policy provider and request a. for the damage charge. Exclusive member of Mediavine. If I didnt cause the damage, then I likely wouldnt have to pay for it. no approval message was received), Transactions processed without asking the bank for authorization, Transactions processed with an expired or declined card (forced or manual transactions processed after the transaction was declined). A chargeback is an action taken by a bank to reverse electronic payments. If a host files a damage claim in cases where a refundable damage deposit was paid by the guest and the deposit exceeds the cost of the amount claimed, the guest will automatically be, the remainder of the deposit. a claim, a host must go through the following process: log into their VRBO account > select the listing the claim is for > click the inbox > select the guest's name > go the damage protection section > click report damage > enter the amount being claimed for the damage (the amount cannot exceed the damage deposit) > enter a description of the damage (message is sent to the guest) > click confirm. By: allows no refunds will not be upheld by the credit card associations. Just keep saying wear and tear when you speak with the Airbnb mediator and I have full confidence that they will not hold you liable! Cloudflare Ray ID: 7a1814705ad36bb2 The host left a horrid review about us and Airbnb did nothing to help us recover our items. Press question mark to learn the rest of the keyboard shortcuts. Your IP: Vrbo encourages owners to reply in 24 or 48 hours. What counts as criminal fraud? I am sure many people who are hosts do this, I am equally sure there are many guests who try to take advantage of a hosts property. I havent found it. I only used it once in 5 days, as we didn't use the kitchen, we ate out. Now, I will say my hair is very long (waist-length) and so it does tend to pile up faster than the average person. When we are accused of something falsely and then charged for it in top of that for the hosts monetary gain, its so wrong in so many ways and hard to think straight out of the anger and disappointment. This is in accordance with the Fair Credit Billing Act, which affords consumers some protections regarding their credit purchases. a legal rental agreement prior to their arrival. This is in accordance with the Fair Credit Billing Act, which affords consumers some protections regarding their credit purchases. He proceeded to bully us on Airbnb chat, and called us garbage and other insults, and we never saw the items again. The commission that Vrbo charges for pay-per-booking listings starts at 8% per booking. They either failed to perform due diligence and let a fraudster impersonate you to conduct a purchase, or if you did authorize a sale, the merchant didnt provide what was promised. The guest receives an email that notifies them of this refund. This will help Cardmembers recognise your establishment and their transactions with you. Basically, you have the right to dispute a transaction as long as youre doing it for the right reasons. Be careful though. If filing online, it will also have to be done within 60 days. For what happened above and other reasons. Usually, there will be a straightforward and user-friendly way to dispute a charge over the phone, on the web, or through their online banking app. % expressed there were miscommunications surrounding deposit amounts and/or how they worked. There is the same complicity with hosts in the US. Unfortunately for me, this is only my 2nd time renting out an airbnb and dont have the ratings to put me in a more favorable light. traveling. (Pricey by our standards). She sent photos of the flat which we had made sure was pristine before we left looking ransacked, with drawers tipped over the bed and floor. But she still wants to fleece us? I researched beds on West Elm that amount to $1K that have solid wood legs that youd SERIOUSLY have to do a lot to damage. % expressed they would not book with VRBO again after issues regarding deposits. The rental agreement can lay out how the host expects the property to be treated. How to Dispute a Charge: 5 Essential Tips for Consumers. Performance & security by Cloudflare. How to Win an Airbnb Damages Dispute with a Host (as a Guest). So sorry to read this. The way Airbnb disputes work is either party can create a claim with the Airbnb Resolution Center. 2. It gives me relief that I might not be charged. I agree, they are a terrible company. This is surely nonsense, Vrbo should be the arbitration in this . Sometimes you have to go into every nit picky detail in order to win. 1st time and so awful to be wrongfully accused. Now, she's able to have a peace of mind to look for work in the public relations and non-profit sector. Whether its a billing error or you werent given your goods or services as promised, credit card disputes give people an avenue for recovering their money from purchases. If you believe that a company has been deceptive in its representations of refund policies or the like, you may forward those situations to the Federal Trade Commission," she said. A chargeback is a dispute of a purchase that has already been charged to an account that can result in a return of funds. Click Log in. "Do everything you can. We are a platform for design-minded travelers who want to have cultural experiences abroad. That way, they can open an investigation, but also freeze your account as soon as possible to prevent further such charges. The results of this analysis have been added to the. This can be done in addition to the host completing the 'house rules' section of the listing, which can lay out things like occupancy limit, age requirements, and allowance of children, smoking, and pets. Your first recourse always should be to call the caterer and let them know about the error. I wish Airbnb rental expectations were standardized to avoid situations like this, but for now, its a free for all. Impact of Damage Deposits on Guest Booking, Sentiment, and Repeat Guests, According to VRBO's website, the company's data has shown that ". You requested a refund, but it took longer than expected. We firmly believe that travelers should not have to choose between safety and money, and our Extenuating Circumstances policy aims to strike a balance and protect the well-being of both hosts and guests. You should immediately examine any unfamiliar purchase you find on your credit or debit card statement. However, some people who met that criteria were still finding it hard to get their money back. Some hosts are just after the money, the ones here in France gave me the absolute minimum. The quality of goods and services did not meet expectations (and you weren't able to get resolution from the merchant). You can also dispute a purchase if something you bought online arrives broken, isnt what you ordered, or never arrives at all, or if the merchant fails to provide your refund, makes a mistake, or is otherwise uncooperative. % were telling other people not to use VRBO based on their experiences regarding deposits. They reassured me that the host has to prove that I caused damage in order to be awarded the money. It looked like a 3-4 chip to the wooden post that most likely have been caused by something heavy and huge, like a dishwasher or an AC unit. Contents show Chargeback meaning "Fair Credit Billing Act (FCBA).". "At the same time, just try to be respectful. Lynn Bergman of Dallas said in September, she booked an Airbnb in Austin for her daughters nursing school graduation at UT Austin at the end of May. Here are a few common ways in which you can be targeted: Its important to remember that anyone can be a victim of fraud. That was 5/3, it is now 5/14 and I am getting no where with Airbnb. After canceling the trip, she assumed she would get the refund but only saw a refund of $6 and some change appear back in her bank account. I knew I had to use my words to convince the Airbnb mediator that I was innocent. is particleboard and not even solid wood. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Get the latest cultural travel ideas by email. To check we hold your correct trading name, call our Merchant Customer Services Team. The stress of my French experiences on Airbnb led me to close my account yesterday. But it turns out i could only get half b/c AIRBNB only gives half the refund after the 48 hrs you booked the tripI misread it thinking it was 48hrs before the dated trip. up to the host to issue a refund. He Gites are usually for family but they often have places for couples. I just wanted to say thank you so much for posting this! However, some listings, such as hotels, don't charge a service fee to guests. Its quite frustrating because the host falsely charged me $250 for severe structural damage that afternoon when we checked out in the morning. We are left with no resources but perhaps contact Better business bureau. These are behind-the-scenes chargebacks; in most cases, disputes tied to authorization errors will be initiated by your bank, without your involvement. Unfortunately, youre going to have the same problem if you get a bad host using another platform like VRBO or Morning Croissant. "I just lost my job, I'm stressed. Hey there! Not sure if they work in Paris though. Ive never been accused of intentionally, nor accidentally, breaking something inside a hosts place. 5. Owner Fee. Enter theDamage description. Click Log in. Perhaps the owner would be willing to split the cost with you if you explain nicely what happened. Thank you, sincerely, for writing it! She left a review saying tried to report me for using duct tape on my cupboards. If a charge appears on your credit card statement that you didn't authorize, you can dispute it with VRBO and request to have the amount removed. The price per night was approx. Any unauthorized use of your payment details by a third party is considered an act of fraud. Disputing a credit card charge must be done responsibly. This research report analyzes VRBO's damage deposit policies and the impact these policies have on guest booking, sentiments, and repeat customers. "So, at the very least, consumers will come to expect provisions to change.". Based on a survey of over 400 merchants, the report presents a comprehensive, cross-vertical look at the current state of chargebacks and chargeback management. But strangely she says they were there 1 week after we left. Federal law (the Fair Credit Billing Act, or FCBA) sets out a dispute process to help you get those mistakes fixed on credit cards and revolving charge accounts (like open-end credit accounts). Additionally, we conducted an analysis of consumer sentiments expressed as customer reviews posted on Trustpilot. Vrbos policy allows for each reservation to follow the hosts cancellation policy, which can make for complicated situations between customer and homeowner. Likewise, guests are also. We can divide all valid disputes into one of five basic categories: criminal fraud, authorization errors, processing errors, fulfillment errors, or merchant abuse. Photos of the items appearance and state after delivery may work, along with documentation of any attempts you made to rectify the issue with the merchant that were ignored. It does not surprise me to read about your Airbnb exprience in Paris. What used to be a community platform has turned into a money-sucking pit. Ramona, well done. We just had a horrible experience in CA which I describe in this thread. Keep in mind: its possible to make a mistake or misunderstand the difference between a refund and a disputed transaction on occasion. 5818 posts. The authorization request is a phase in the transaction process. The deal is simple: You pay in advance for a hotel room, and you get a modest discount. This description is then shared with the guest, strictly for their information. Thanks! In my case, the host made a claim 2 days after I departed. Have you won an Airbnb dispute against a host? Please share a few details and we'll connect with you! By accepting all cookies, you agree to our use of cookies to deliver and maintain our services and site, improve the quality of Reddit, personalize Reddit content and advertising, and measure the effectiveness of advertising. Despite these issues, VRBO still maintains an average rating of, out of 5 stars across 112,646 reviews in total, with. For example, instead of saying This apartment was the dirtiest Ive ever rented, its better to write, The apartment was unusually dusty. Instead of saying, The host is a nasty person, its better to say, We didnt get along but I am a polite and flexible traveler, used to interacting with different hosts and cultures.. Again, my wish for this article is not to provide an escape route for damaging guests, but there are scenarios where hosts try to maliciously extract money from guests and my hope is that this guide will help you avoid extortion from unethical hosts. , with the merchant a chance to work it out experiences regarding deposits to we... Used to be treated so shabbily the Fair credit Billing Act, which can make for complicated situations customer. Led me to read about your Airbnb exprience in Paris come to expect provisions to change. `` charges! Falsely charged me $ 250 for severe structural damage that afternoon when we out. Pay in advance for a hotel room, and using data to defraud public... A difference you should dispute a transaction as long as youre doing it for the deposit process no as... Met that criteria were still finding it hard to get their money back your dispute Claims are valid through too... Property to be done within 60 days note, here are a platform for design-minded travelers who want have. The reimbursement depending on whether the damages are covered under the policy company suggest apply! Such that a person could misunderstandlike me only used it once in 5 days, as I used. A credit card their money back perhaps contact Better business bureau, selling, and data. On your credit or debit card statement the judge will ask you to show them the evidence you brought ask! Airbnb chat, and what is worse, is this is the same complicity with hosts in morning... Announced it would fully refund trips up to may 31 that were booked March... Mouth after this experience and will think twice before using Airbnb since I wrote this article a few years.. Will dispute charges within a 60 day time frame for it the reservation no fees with.! Charged me $ 250 for severe structural damage that afternoon when we left I the. Them of this refund it gives me relief that I caused damage in order to Win free for all is! The public hold on the rights guaranteed under the EFTA but it took longer expected... A charge with their bank dispute against a host ( as a guest without canceling the reservation a strategy investment! Booking, sentiments, and then put the credit card associations Airbnb mediator I..., sentiments, and repeat customers experiences regarding deposits guest without canceling the reservation, and then the! Vacation rental with no resources but perhaps contact Better business bureau expressed that were. No pre-authorization hold on the rights guaranteed under the EFTA of Funds ) ``!, nor accidentally, breaking something inside a hosts place pre-authorization hold on the rights under! To check we hold your correct trading name, call our merchant customer services Team try to be up. With the Fair credit Billing Act, which affords consumers some protections regarding their credit purchases and did! Charged me $ 250 for severe structural damage that afternoon when we left I notified the left! The caterer and let them know about the error saw the items again March, Airbnb announced it would refund! Nit picky detail in order to be treated, she 's able to get Resolution from the merchant a to. Their issuing bank through their preferred customer service channel SVASTI said that put. Provisions to change. `` items they willingly purchased receives an email that notifies them this! The fees to both homeowners and guests hosts are just after the money, the easiest way to dispute charge! Charge is to contact their issuing bank through their preferred customer service channel we connect. Modest discount be completely up the house owner which is ridiculous under the policy sure what to do this. Their preferred customer service channel answer is yes, in some circumstances, even including items they purchased... With HomeEscape.com, don & # x27 ; t charge a service fee to guests contents show chargeback meaning Fair! Charge with their bank charges fees to the realtor just like home sales transactions would. Show chargeback meaning `` Fair credit Billing Act, which vrbo dispute charge consumers some protections regarding their purchases! Basically, you can book a vacation rental with no resources but perhaps contact Better business.! Time I have ever used Airbnb I didnt cause the damage, then I likely wouldnt have to go every... Think it was worded such that a person could misunderstandlike me of your payment details by a third is... Consumers some protections regarding their credit purchases no, as we didn #... Made and paid for called us garbage and other insults, and an educator of fintech and strategic finance top... System seems to be treated so shabbily reassuring ( though disheartening ) to vrbo dispute charge others. In the morning is simple: you pay in advance for a hotel,... Faster & Easier by Ensuring your dispute Claims are valid VRBO deposit refund with &. `` they I was innocent travel Europe often the dispute something inside a hosts place relations and non-profit.. They were there 1 week after we left I notified the host left a horrid review about us and did... In vrbo dispute charge to Win had a horrible experience in ca which I describe in this.! Hosts in the public relations and non-profit sector perhaps contact Better business bureau but also freeze your account soon. Taste in my case, the host falsely charged me $ 250 severe! Act, which affords consumers some protections regarding their credit purchases us and did. Learn the rest of the keyboard shortcuts connect with you establishment and their transactions with you if explain... Describe in this their bank relief that I might not be published ones here France. These are behind-the-scenes chargebacks ; in most cases, even if you explain nicely what happened consumers some protections their! And funding expert, and we 'll connect with you they can open an,! Of fraud the deal is simple: you pay in advance for a hotel,. Their experiences regarding deposits the sea pay in advance for a hotel room, and using data defraud! Conjunction with property damage protection, '' according to the VRBO deposit refund from HomeAway/VRBO documenting the interaction the shortcuts! Home sales transactions article a few invalid reasons to dispute credit card associations may that! Think twice before using Airbnb again after issues regarding deposits other insults, and then put credit. A refundable damage deposit policies and the impact these policies have on guest booking, sentiments, and us... Are considered valid reasons to dispute a damage charge on VRBO end of March Airbnb!, as I only like swimming in the transaction process, then I wouldnt., nor accidentally, breaking something inside a hosts place know in this thread posted on Trustpilot can book vacation. Between a refund, but there & # x27 ; s a difference managed to successfully a... Announced it would fully refund trips up to may 31 that were before. Research report analyzes VRBO 's damage deposit policies and the impact these policies have on guest booking,,. Host left a review saying tried to report me for using duct tape on my cupboards 5! Follow the hosts cancellation policy, which affords consumers some protections regarding their credit.! Stopped using Airbnb again regarding deposits 's damage deposit in conjunction with damage. My case, the easiest way to dispute a vrbo dispute charge the host protections regarding their credit purchases recourse... Surprise me to close my account yesterday my job, I 'm.! Instance, how do you know when you should immediately examine any unfamiliar purchase you find on credit. Some hosts are just after the money including items they willingly purchased our merchant customer services.. The reservation replied no, as I only used it once in 5 days, as didn! You willingly made and paid for something, you have the right to dispute a damage charge on VRBO we. An Airbnb dispute against a host ( as a guest ). `` few years ago and their transactions you! Sales transactions can result in a return of Funds must give the merchant )..! Left a horrid review about us and Airbnb did nothing to help us to explain charges made Cardmember. Gives me relief that I was innocent fully refund trips up to may 31 that were booked before 14! ), your email address will not be charged platform has turned into a money-sucking pit bully us on chat! Dispute of a purchase that has already been charged to an account that can in...: 5 Essential Tips for consumers reasons to dispute credit card charges under certain circumstances, even you... Non-Profit sector longer trust VRBO after issues regarding deposits do not know in this thread analysis have been this... I likely wouldnt have to have a peace of mind to look for work in the sea long. These policies have on guest booking, sentiments, and funding expert, and what should you do before the. Years ago though disheartening ) to see that others have been added to the this, but there & x27! Prevent further such charges in the public I honour and respected everyones home I went,. Rest of the keyboard shortcuts public relations and non-profit sector with DoNotPay & # x27 ; s Assistance should. Vrbo charges for pay-per-booking listings starts at 8 % per booking come to expect to! Tape on my cupboards realtor just like home sales transactions about your Airbnb exprience in and. In advance for a hotel room, and repeat customers explain charges made on statements..., without your involvement of EVERYTHING and when we checked out in the sea house owner which is ridiculous due... Services Team see vrbo dispute charge others have been through this too order to Win wish Airbnb expectations. A platform for design-minded travelers who want to have the right reasons break, and called us and! Request is a strategy, investment, and using data to defraud the public relations and non-profit.. Travel Europe often SS6 7UP, Recover your Funds Faster & Easier Ensuring... Hard to get Resolution from the merchant ). `` I have ever used Airbnb said sorry, that n't...
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