Hi Miki,
That’s such a frustrating situation — and you handled it really professionally by solving the Wi-Fi issue quickly and communicating openly with your guest. Unfortunately, when things happen that are outside our control, like nearby construction, Airbnb tends to side with the guest if their “experience” is affected, even if the host did everything right.
A few tips that might help in similar cases:
Document everything: Keep screenshots of messages, proof that the works were external, and that you responded promptly. This can strengthen your case if you appeal the decision.
Appeal politely but firmly: You can write to the Support team and ask for a review of the case, highlighting that the issue was external and temporary, and that you met all hosting standards. Sometimes a second review gets better results.
Add a note in your listing: Something like “Occasionally, there may be nearby construction during daytime hours, as in any urban area”. This small disclaimer can protect you from similar claims in the future.
Feedback to Airbnb: Many hosts agree with you — AirCover is great for physical damage but doesn’t help much with income loss. Sharing this feedback through the community or host advisory channels is valuable and helps push for better balance.
You’re absolutely right — the original Airbnb spirit was about trust and fairness between both sides. Hopefully, with more hosts speaking up, we’ll see the system become more balanced again.
