Airbnb does not support host - have the host carry the burden ourself.

[Lidya11]

I have only host 2 months, yet I have encounter so many type of issues.

1. guest canceled last minute asking for refund.

I asked for sympathy but no one gives me. So I end up refunding them 100%.

2. Refund on the already stayed night & useless airbnb cover

The building got water leak due to fire alarm sprinkle.

It was fixed immediately and I have check with professional that it is safe to stay. It just a bit wet (carpet) (some area) and have big fan running 24 hours. But the guest claimed it was not safe. And despite all the written advise from the building manager and photos, airbnb support keep rejecting my "evidence".

On top of the 100% refund from the canceled night, I was even forced to refund 30% of the already stayed night. Like why? it's not like there a prob with those already stayed night. But since it is in airbnb policy, I am forced to.

Funnily when it come to the guest, they often "turn a blind eye" on the policy.

Also, no compensation for host for losing those booking (losing 100% likely income).

Spoiler alert: Airbnb has insurance, but it protects no one.

I checked with the airbnb support, what if the guest stole/damage something but they do not accept our request of compensation. All airbnb can do is chat then call them, if no answer, then that's it, we (host) need to carry the loss.

3. Guest gives bad review because they don't read the listing properly.

It was clearly state there's no Wi-Fi, I even offer Wi-Fi for a cost. They just don't want to pay a little extra (despite my place is cheaper (even with the extra) than those in the same building same layout).

I also list the amenities such as pool, gym, sauna, etc. But they give me bad review saying it's basic stay (?). What do they expect? The amenities to be private inside their 1 bedroom apartment???

It's weird how we cannot check guest review before it got published.

4. Guest forcing a refund on a shortens stay despite my cancelation policy is "firm". And Airbnb support them (guest) not us (host).

This one is recent so I'm still fighting for fairness. But I am sure there won't be a way to stop the guest from leaving bad review just because they don't stick to the policy that they agreed upon when they book.

Seriously, when I first decided to use airbnb as a host, I heard good stuff. But after problem arise they just twist it up and the host end up the only one carrying the burden (one way or another).

Again, I'm only start hosting in airbnb for 2 months, but I'm already giving up.

[Wendy-May0]

That is a brutal list of issues for only two months of hosting, and it’s completely understandable why you feel ready to give up. Dealing with inconsistent application of policies and fighting over evidence is incredibly exhausting, and it definitely feels like a constant uphill battle.

Here are some strategic observations on your points that might help reduce future stress and financial loss:

1. Last Minute Cancellation: This is the toughest one. If your cancellation policy is firm, it's best to stick to it consistently, especially early on. Refunding a guest who simply asks for "sympathy" can make managing future policy enforcement much harder. It's designed to protect the host's income.

2. Water Leak Refunds & Evidence: This situation highlights a common challenge: platform support teams often require verifiable, third-party proof. Photos and your own assurance, even with a building manager's letter, often aren't enough when guests raise safety concerns.

   • Strategic Suggestion: For future emergencies, if possible, obtain a formal, dated report from a certified third-party professional (like a registered safety assessor or engineer) stating the unit is safe and habitable. This objective external evidence is much harder for support teams to dismiss.

   • The 30% refund on stayed nights is a known tactic to "close the case" when guests claim continuous discomfort or an inadequate fix, even if the problem didn't affect earlier nights.

3. Review Issues (No Wi-Fi/Basic Amenities): This is a key area you can control through better presentation.

   • Wi-Fi Fix: Stop offering Wi-Fi for a cost if you're in a competitive area. Guests overwhelmingly expect it to be included and often see a fee as a negative, leading directly to review complaints. It is better to slightly raise your nightly rate and list Wi-Fi as "Included."

   • Amenities: You are right that guests don't read text thoroughly. To counter this, put a clear photo in your listing (like the 2nd or 3rd image) showing the gym, pool, etc., with a note overlaid that says: "Communal facilities located in building." Visual reminders work better than long text descriptions.

4. Forced Shortened Stay: Again, managing the strict cancellation policy is best done through the Resolution Centre, not via general support calls. Always ensure any refund agreement is documented in writing within the Resolution Centre, as this preserves the paper trail for any future disputes.

You are definitely not alone in feeling this way after just two months. It takes time to build the defensive strategies needed to navigate these issues.

Feel free to ask me any questions about switching your Wi-Fi strategy or how to improve those amenity photos for better review defence. Are you currently using the Strict or Firm cancellation policy?