Looking for advice from experienced Airbnb hosts regarding a cancellation dispute.
I recently had a guest check in and then submit several complaints late at night. The issues cited were very minor and easily fixable, including a shower drain cover, a curtain, and debris inside a vacuum. I have timestamped photos showing that the day of check in the curtain was properly in tact and the drain cover was as well and that the guest’s claims were inaccurate, and I immediately offered to go to the property and address any concerns.
The guest contacted Airbnb around 12:30 AM. Airbnb sent me a message, but did not call me. By approximately 1:58 AM, while I was asleep, Airbnb had canceled the reservation and refunded the guest. The reservation had already been paid out.
What is most frustrating is that I was never given a reasonable opportunity to resolve the concerns before Airbnb made its decision. The guest actually declined my offer to come to the property immediately and instead suggested I come the following day.
I appealed the decision and provided supporting evidence, including photos and message history, but my first appeal was denied.
For hosts who have successfully challenged Airbnb decisions:
- What is the best escalation path after an initial denial?
- Have you had success requesting a supervisor review or executive escalation?
- What specific evidence was most effective in getting a decision overturned?
- Is there a particular Airbnb department or process I should be requesting?
Any advice would be greatly appreciated. I feel this decision was made without giving me a fair opportunity to address the guest’s concerns and despite evidence contradicting several of the claims made.
