Guest vs Host

[Krystal208]

Airbnb always sides with the guests, and it's unfair to hosts.

Even when you've rectified every issue raised, the moment a guest contacts the Resolution Center, you're often given just **1 hour** to respond—or the guest may be refunded. What's even more frustrating is that even if you reply immediately with multiple pieces of evidence, it can still feel like your side isn't genuinely considered.

So what's the point of explaining yourself if the outcome seems predetermined?

**Airbnb needs a fairer system**—one that gives both guests and hosts an equal opportunity to present evidence before making a decision.

[Stacy433]

I agree, it does seem to favor the guests. I believe, at least part of the issues are from AI. AI responses are generated from phrases or words it "catches". My opinion is: AI is great for things that occur everyday, but a live person(s) should be in place for guest "complaints". I wonder if the history of the guest is being used in these decisions, as opposed to the history of the host?