Requesting Airbnb Help: Property Owner Left Without Listing Access After Host Abandonment

[James4875]

Hello Airbnb Community,

I am the legal property owner of a home currently listed on Airbnb. The person managing my listing has quit and refused to provide access or transfer control, and I now have future Airbnb guests booked without a responsible host to communicate with them, prepare the property, or manage check-in.

For the past 72 hours, I have contacted Airbnb Support multiple times requesting ownership verification and listing transfer, but I have been repeatedly directed to “contact the host,” who has already ended involvement. I was advised to create a new listing, which would leave current guests unsupported and cause serious confusion.

I am not disputing a contract. This is an urgent matter of:

• Host abandonment
• Guest safety & access
• Ownership and listing control

I am ready to provide proof of ownership, government ID, and documentation to verify my rights. I simply need Airbnb to route this to the proper Trust & Safety or Host Identity team so existing guests are protected.

Can someone from the Airbnb team or moderator please assist in directing this case to the correct department?

Thank you,  I am only trying to ensure a safe and seamless guest experience under my legal responsibility.

James

Scottsdale, Arizona

[Joan2709 · Accepted solution]

@James4875 

Unfortunately, if you allowed this person to setup the listing with themselves as Owner, then there is nothing you or Airbnb can do with the present reservations. The current property manager will keep all the reviews as well. What does your contract with the property manager say as to termination of services? Were you ever listed as Co Host? 

Owners should NEVER allow a property manager to list themselves as "Owner" when creating the listing. 

1. The best thing to do is to create a new listing ASAP

2. Immediately change the locks on the property 

3. Change the Wifi Name and password if you can remotely

Guests with current reservations will not be able to access the property when they arrive and will have to contact Airbnb to have their stays cancelled and Airbnb will have to refund them and find them another place to stay. The cancellations and fines will go against the current listing/property manager if they were listed as "Owner".

However, creating a new listing is not without possible risk. The previous listing will be considered as having listing issues and may possibly lead to your new listing being suspended as a "duplicate" under Airbnb's Circumvention Policy. You'll have to work with Airbnb on that.

The sooner you act on changing the locks and creating the new listing the better. I would also be concerned that the property manager could change the banking information and you will not receive payment for stays already completed.

Circumvention Policy

https://www.airbnb.com/help/article/3566

[James4875]

@Joan2709 

Thanks for the guidance. One more question for the community and Airbnb moderators: is there a practical way for a legal property owner to obtain full booking and payout history for a listing they own (guest list, reservation dates, payout amounts, refund records, and attached messages) — specifically to review whether payouts were diverted or misapplied?

Context: our manager quit immediately after we requested an audit/co-host access and calendar/reporting transparency. We’re trying to determine whether any completed stays had payouts withheld or redirected. Any advice on how to compel Airbnb to provide that data (what exact request wording or route works best) would be appreciated.

Thank you, James

[Joan2709]

@James4875 

All that information is indeed available to the Owner on the listing and any full access Co Host. However, if you were not listed as Owner or Full Access Co Host - that information will not be available to you. I'm sorry to say Airbnb will probably not provide any of that information to you if you are not listed as the "Owner" on the listing, despite whatever documents you provide - you can try though. It may come down to speaking to an attorney to help to obtain that information from Airbnb.

Here is what is suggested to do by the internet:

Before you file complaints with any of the agencies below:

1. Document everything: Gather all communication, booking details, photos, and any other evidence to support your case.

2. Monitor your accounts: Keep a close eye on your Airbnb and bank accounts for any suspicious activity.

3. Assess the situation: Before contacting the police, be prepared to articulate what you believe happened and what evidence you have to prove it. 

You can report your Airbnb property manager's fraud to the local police and the FBI's Internet Crime Complaint Center (IC3). You should also report the fraud through Airbnb's Resolution Center to start a claim for financial loss, contact the Federal Trade Commission (FTC), and potentially file a complaint with your State Attorney General or the State Auditor's Department. 

Where to file a report

Local Law Enforcement: Contact your local police or sheriff's office to file a police report.

FBI's Internet Crime Complaint Center (IC3): Report the fraud to the FBI, especially if financial transactions are involved

Federal Trade Commission (FTC): Report the scam to the FTC at reportfraud.ftc.gov.

State-level agencies

Attorney General's Office: Contact your state's Attorney General's office.

State Auditor's Department: Some states have an Auditor's Department that handles fraud.

Department that issues licenses: If your state requires a specific license for short-term rentals, report the fraud to that department.

Better Business Bureau (BBB): You can also file a complaint with the Better Business Bureau. 

[Joan2709]

@James4875 

In addition to reporting the situation as indicated below, ChatGPT also suggests sending a demand letter to Airbnb. I would include your request to receive all the financial information including reservations, payouts etc.

Airbnb Support Message Template

Subject: Urgent – Listing Abandoned and Misrepresented Ownership by Property Manager

Hello Airbnb Support,

I’m reaching out regarding a serious issue with a listing that is tied to my property. A co-host who I initially allowed to help manage the listing has set themselves up as the owner/primary host, despite me being the legal property owner.

This individual is now unreachable, has abandoned the listing, and I’m unable to manage it or access its details, yet it is still associated with my property.

I can provide the following:

Proof of property ownership (e.g., title deed / utility bill / lease agreement).

Screenshots of the listing and any communications.

The address of the property and any additional details to verify my connection to it.

I kindly request that Airbnb:

Transfer the listing to my Airbnb account (preferred), OR

Deactivate the listing so I can create a new one and prevent unauthorized bookings.

This situation is urgent as the property may still appear bookable, and I need to ensure guest safety and that Airbnb’s platform reflects accurate management.

Thank you for your time and assistance. Please advise on the next steps to resolve this issue as soon as possible.

Best regards,

Attachments You Should Include:

A utility bill, property deed, lease, or property tax record showing your name and the property address.

Screenshots of:

The listing

Any messages with the co-host

Your attempts to contact them

[Helen3]

Hi @James4875 

Sorry this happened to you .

as @Joan2709 @says it's inherently risky for owners to let cohosts set up a listing under their own profile,  rather than as it should be done, which is for you to set up the listing and add them as a cohost . 

I would look at what it says in your contract with the cohost around what happens if either of you decides not to work with the other . What does it say about future bookings? What does it say about how the cohost  advises you about what bookings you have and their value as you have no access to the listing.

In your situation I agree with @Joan2709  I would change the locks and wifi codes immediately so guests and the cohost no longer has access.

Your issue is that if the listing has negative/poor reviews Airbnb may not let you set up a new listing so you're probably best relisting on other platforms .

you would then need to sue the cohost for them to pass on any income from bookings that have already taken place which you haven't been paid for.