Help Needed: Unjust Immediate Deduction from Airbnb Payout

[Emily2172]

Hi Fellow Hosts,

I’m reaching out to share a frustrating experience and seek your advice. Recently, one of our guests reported an issue with our dryer, claiming it took too long to dry clothes. Without contacting us or verifying any facts, an Airbnb rep named Katrina immediately deducted $277.14 from our payout - an amount that’s more than a day's rent.

The dryer was never broken. We had it inspected within 24 hours by a contractor, who confirmed it was functioning perfectly. The issue was caused by improper use from the guest (not clearing the lint trap, pushing the dryer against the wall, or overloading it).

Here’s where it gets ridiculous - a drying cycle at a nearby laundromat costs just $2, yet Airbnb deducted more than 100 times that amount from our payout, without any communication or fact-checking with us. Now, I've had to spend hours contacting Airbnb via calls and messages to challenge this unfair deduction, but all I've received is a message asking me to be patient while they relay it to another team.

I feel this process is unfair and draining. While Airbnb can take action against hosts instantly, we’re left waiting days or weeks to resolve unjust situations.

What can I do to expedite this and get the unfair deduction refunded? Also, does anyone know how I can connect with a Airbnb host advocate to escalate this issue? I would really appreciate any advice or guidance from the community.

Thanks in advance for your help!

Best,
Emily

[Anton7298]

@Emily2172 is is really heartbreaking more and more host are experiencing this kind of problem from ABB.

unfortunately, ABB is (probably) at its worst treatment to host at this point of time.

most host here would probably advice you to escalate the matter until you reach “the real ABB support” which is probably the only way.

is a long shot though and verdict is not guaranteed.

I hope and wish that your chase for this case becomes successful.

good luck!

[Emily2172]

Thank you, AntonN

[Marie8425]

@Emily2172 

Maybe you would get a better response if you dealt with the multiple complaints from the guest.  I had never heard uf Airbnb doing any type of large refund because a dryer didn't work.  It was easy to spot  the guest review with the dryer issue but she had multiple other complaints that would be considered more serious and actually be the reason a refund was issued.

I would focus my energy on proving cleanliness or pest free rather than proving my dryer worked,

[Emily2172]

Marie, thank you! Just to clarify, this issue was from our current guest Tomas. He has no other complaint, just the dryer. However, our dryer works fine. It was the guest who forgot to clear the lint trap. We hired a contractor to check the dryer within 24 hours and found that everything works. Out of nowhere, Airbnb deducted $277.14 from us, the hosts, without contacting us or even verifying the facts. After notifying us the deduction, Airbnb closed the case, leaving us no chance to even speak or presenting the truth. It's like a robbery.

[Joelle43]

Hello @Emily2172 

Yes that does seem steep.  I've read on previous posts that CS can deduct 30% from the host if they deem that a major appliance is not working or not available as listed.  Could this explain the refund issued?

[Madelyn49]

Joelle,

You are very helpful. Where does Airbnb state the policy? I feel that Airbnb just used it to exploit the hosts in order to please the guests. However, in my case, our dryer has never been broken. It was the guest who didn't know to clear the lint trap. Airbnb didn't present any pictures or evidence from the guest and even more, didn't even verify the truth with the hosts. I feel being scammed by both Airbnb and guest.

Btw, Airbnb just closed my case and robbed $277.14 from me. Just to update the result.

Very disappointed.

[Joelle43]

Hello @Madelyn49 

I'm really sorry to hear this and yes it is unfair that CS does not reach out to hosts to get their side of the story before refunding guests.  Guests have 72 hours to make a claim so hope this was the case otherwise you can dispute this?

Each dryer is different and has different drying capacities according to it's size, make and programme so because a guest found it too long he got a refund?  Wow - makes me glad I don't offer a dryer in my place then.

I've been looking for an hour to find you the official Airbnb link that details this 30% discount for a missing/broken amenity but was unsuccessful.  And yes, your's wasn't even broken.  There are other posts here on the CC that I found talking of this mystery figure if you want to make a search in the bar above but did find this one:

https://community.withairbnb.com/t5/Host-Circle/Amenity-refund-policy-w-Airbnb/m-p/1752534

Joëlle

[Helen3]

If you want to dispute the pay out you need to liaise with Airbnb CS and quote their policy re guest claims where it states guests must initially contact the host first if there are issues.  @Emily2172  and provide the report from your maintenance person showing there was no issue with the dryer . 

if you have issues caused by how guests are using the dryer then maybe look at a dryer that is more foolproof to use .