A Wake-Up Call on Customer Safety

[Yuwei7]

I never thought I’d find myself in a situation where my safety was at risk, with no real support from a company I trusted. But that’s exactly what happened with Airbnb—and I believe it’s important to share my experience to make others aware of the reality behind their customer service.

After an eight-hour flight from San Francisco to Florida, I arrived at my Airbnb expecting to check in, rest, and prepare for work. Instead, I found myself locked out, alone, in an unfamiliar neighborhood at night. My host was unresponsive, and when I reached out to Airbnb support, their response was far from what you’d expect in an emergency.

➡️No immediate assistance
➡️No alternative accommodation arranged
➡️No real concern for my safety

Instead of taking urgent action, Airbnb’s support team made me wait over an hour outside with no guarantee of a solution. Their response? “Please book a hotel room we will reimburse”. 

When they finally acknowledged the issue, their only solution was to inform me that the host had agreed to a refund. But what if the host had refused? After all, it was Airbnb’s responsibility to ensure I had a safe place to stay, yet they failed to act when it mattered most.

This is my second major issue with an Airbnb host, and what I’ve learned is clear: Airbnb prioritizes its hosts, not its customers.

🛑If you ever find yourself in an unsafe situation while using Airbnb, do not expect immediate help.
🛑They will not secure alternative accommodation for you in real-time.
🛑Your safety is not their priority.

I’m sharing my story because people need to know the risks. A company that profits from travelers worldwide should have a dedicated emergency response team to handle these situations—not leave customers stranded and vulnerable.

Airbnb needs to be held accountable. Customer safety should never be an afterthought.

If you’ve had a similar experience, I encourage you to share your story. This isn’t just about a bad service experience—it’s about the fundamental lack of safety measures in place for customers.

Would you feel safe knowing that, in an emergency, Airbnb will let you figure it out on your own?

[Helen3]

Hello @Yuwei7 

I am sorry this host let you down this must have been such a frightening experience.

i am glad Airbnb agreed to cover the cost of the hotel when you found you couldn't check in 

you don't need to worry about not getting a refund from the host in these circumstances Airbnb will always refund you regardless of of what the host says if accommodation is not available.

Airbnb certainly doesn't prioritise hosts over guests . Many hosts feel it prioritises guests.

unfortunately Airbnb doesn't put enough resources into its customers services or training of its reps .

i do understand why Airbnb would need to reach out to the host when something like this happens before confirming they could cover the cost of a hotel room for you.

when you encountered problems with these two hosts was there anything in their guest reviews or ratings that raised any red flags with you.

please leave an honest review of your experience to warn other guests .

i do understand why Airbnb would advise guests to find their own hotel in these circumstances as it is likely to lead to you getting booked in somewhere more quickly then if you waited for CS overseas to help you find somewhere.