Airbnb Support Is Making My Life Miserable

[Elie1393]

Last Friday a guest requested to book my house and asked in their first message if they could pay cash for a cheaper price; I refused and said payment must be through Airbnb. They then asked for a discount, which I gave. They booked for two couples but only one couple (with a child) arrived. From the moment they arrived very late to check in 2PM and they arrived around 9:00 PM, the guest seemed unhappy and kept questioning everything, which felt suspicious.

They asked about the basketball at 10 PM and claimed its missing even though it was available. They requested a gas tank for the outdoor BBQ despite being told beforehand that outdoor gas is not included for safety; we provide charcoal. They complained about the outdoor cameras even though the cameras are disclosed in the listing, we showed them the camera recordings were off, and we offered to cover them for comfort (they refused). The guest then left suddenly without notice. After departure they messaged me with numerous false accusations: claiming cameras inside the house (untrue), calling the place dirty and smelling of dogs (there is no dog and no guest has ever reported this), calling normal silicone/ceramic discoloration “mold,” and showing a few dead flies near the outdoor door due to spraying and presenting it as if the whole house was filthy. They used the beds and never requested cleaning during the stay.

The guest also asked me to pay outside Airbnb and later left a 1-star review with racist and defamatory languagel, and even cursed and threatened me and my family in chat. I have timestamped photos, videos (before and after), and chat logs proving the condition of the house and the conversations. Despite this, Airbnb refunded the guest, suspended my listing, and has taken no action against them. I’ve contacted Airbnb support for four days, called and messaged repeatedly, opened more than ten tickets, and have had to repeat the same story many times with no resolution. Support replies that they “cannot do anything,” and the process has been extremely stressful, sleepless, and financially damaging, I rely on this income to support two families.

This feels deeply unfair: the guest’s behavior was abusive and potentially dangerous (they left the gas open), and their review is retaliatory and defamatory. Airbnb’s lack of action and the suspension of my listing despite my evidence is ruining my income and my health.

[C197]

@Elie1393, so sorry to hear this. Have you tried other websites? Try not to let it affect your health 🙏🏼😔

[Naomi208]

Sorry to hear about your experience and loss.

please reach out to your community leader to escalate your concerns to the Management 

I hope they hear your concerns 

[Elie1393]

How to reach out to a community leader?

[Joan2709 · Accepted solution]

@Elie1393 

First, so sorry this happened. 

It will take about 10 business days for Airbnb to complete their investigation and nothing you do can hurry that along. You will not be able to communicate with the Specialized Team.

The key to avoiding these types of Guests is preventing them from staying in the first place. Several suggestions:

1. If Using Instant Book - Turn it OFF

2. List on other platforms so you can still accept bookings if Airbnb suspends your account 

Never offer a discount!

Guests who request discounts are usually problematic (as you discovered). I would bet he has done this before and got the discounts he wanted. First they tried to go off-platform in order to pay less. Then when you said no, they asked you for a discount and you approved. This essentially gave them what they wanted. It's best to decline these reservations and say you hope they can find another property that fits their budget.

Report the Guest to Airbnb 

I would report the guest to Airbnb for attempting to go off platform for payments which is against their policies (keep screen shots of all their conversations in the message thread). Their account could be suspended by Airbnb:

Payments Off Platform Not Allowed

https://www.airbnb.com/help/article/199

https://www.airbnb.com/help/article/209

Review

The wording "typical Lebanese scam" seems racist to me, so that should be your grounds for removal of the review. Continue to push Airbnb to escalate this review removal due to the discriminatory language violating their content policy:

Reviews Policy

https://www.airbnb.com/help/article/2673

"Reviews should follow our content policy"

Non Discrimination Policy

https://www.airbnb.com/help/article/2867

Cameras

I'm not able to see your listing due to the suspension. Be sure their locations are properly dislosed according to Airbnb policies:

Security Cameras

https://www.airbnb.com/help/article/2914

BBQ

I would not indicate the BBQ is Gas in your amenties if you only offer charcoal to guests (I can't see your listing to determine how it is shown in amenities). Ensure it is shown as charcoal (not gas):