Discrimination on Airbnb – No Response from Support

[Antonio4718]

I never thought I’d have to write something like this, but my experience with an Airbnb host in Stockholm, Elias, has been incredibly disappointing.

I requested to book a stay, and instead of a simple approval or rejection, Elias asked for my social media profiles (Facebook, Instagram, LinkedIn) before deciding whether to accept me. This is not an Airbnb requirement and immediately felt like an unnecessary invasion of privacy.

After sending the links, my request was suddenly declined without any explanation, even though the listing was still available. When I messaged Elias to ask why, he read my message and never responded. At this point, it was clear I was rejected not because of availability or any valid reason, but because of what the host saw on my social media.

This is discrimination, plain and simple, and it goes against everything Airbnb claims to stand for. I reported the issue to Airbnb Support, expecting them to take it seriously, but they have ignored my concerns and failed to provide any real response or action.

I have already contacted legal professionals in Stockholm to escalate this further. If Airbnb refuses to enforce its own Non-Discrimination Policy (https://www.airbnb.ie/help/article/2867), I will take additional steps, including filing external complaints and making this issue public.

Has anyone else had a similar experience? I refuse to let this kind of treatment go unnoticed. Airbnb, are you going to stand by your policies or let discrimination slide?

[Mike-And-Jane0]

@Antonio4718 its not discrimination just because the host didn't link what your social media showed him. unless you can prove he discriminated on race  gender or another protected characteristic.

[Antonio4718]

To directly address your response yes, there is proof of discrimination. My friend, who was traveling with me, is Moroccan, and this was visible on his Instagram profile. The timing of the rejection, immediately after checking our social media, is not a coincidence it’s targeted discrimination based on ethnicity.

[Antonio4718]

Ah, I see. So unless someone outright says ‘I am rejecting you because of your race or ethnicity,’ it’s not discrimination? Interesting logic. Unfortunately, that’s not how bias works in the real world.

The host demanded social media profiles something Airbnb does not require and immediately rejected my booking after reviewing them. My friend, who was traveling with me, is Moroccan, and his ethnicity was clearly visible on his Instagram. The timing speaks for itself.

[Patricia2526]

Hi @Antonio4718 

I’m sorry to hear about what happened. But no,  it’s not normal, and it may be against Airbnb’s policy.

Airbnb has strict policies on guest privacy and discrimination. Hosts are not allowed to require social media accounts as a condition for booking. We can ask for more information to feel comfortable with a guest, but Airbnb provides a verification system (like government ID and reviews) to ensure trust and safety. Consider booking another listing if the request feels invasive.  Just my 2 cents. 

[Antonio4718]

I appreciate your perspective and understand where you’re coming from. I also thought Airbnb’s verification system would be enough, which is why this situation has been so frustrating.

What’s even more disappointing is that Airbnb isn’t doing anything about it. I’ve reported the issue multiple times, but I keep getting ignored or brushed off with generic responses. 

I just hope Airbnb actually enforces its own policies, because discrimination like this shouldn’t be happening on a platform that claims to be inclusive.

[Frances3408]

@Antonio4718 . I'm sorry you felt discriminated against. Here in OZ we have rental anti discrimination laws too but it is sometimes difficult to prove the reasons for rejection. 

As a host I go more by how a guest communicates with me and whether you are happy to answer my questions and agree on how you are going to respect the place. I do not provide an instant booking service but each host is different.

All hosts have the right to vet guests: we are not hosting simple motel rooms- these are often people's actual homes, so more valuable as well as sentimental.  

Hopefully you have since found another suitable place to stay with a different host. All the best.

[Joelle43]

Hello @Antonio4718 

You are new to Airbnb it would seem and your profil page is blank so when we receive a booking request the only information we have access to is your first name, any profil information that the guest may have supplied and their reviews.

So in your case, the host in question only had your first name to make a decision as to whether you would be a respectful guest or not which I'm sure you'll agree is not enough.  It cannot be excluded that the refusal comes from the fact that you don't have any reviews and that the host didn't want to take the risk.  You have to consider that the host only has a limited amount of time to accept or refuse any booking request before they get penalised by Airbnb for not responding in a timely manner and this affects their Superhost status.  

I'm only trying to suggest that there might have been other reasons for the timing in your booking refusal which has led you to believe that it's based on racial discrimination.  This host may have had a previous bad experience with a new guest on Airbnb and had their place trashed with no compensation.  Believe me this happens and the fall out is huge for hosts.  Hosts are allowed by Airbnb to refuse bookings from guests and some listings will be out of your reach because you do not have stays under your profil.

Another thing to consider is that different countries have different legal requirements concerning ID verification of guests if they are not from that country.

I'm not here to take sides Antonio but just wanted to give you maybe another perspective on the matter.  Last thing, It's not because you haven't received any answers from customer service yet that they are not investigating the host but any investigation takes time and may remain confidential.

Let us know how your case goes,
Joëlle