Unfair Refund: How Airbnb Let a Guest Misuse the System and Left Us Hanging

[Ari2]

Dear fellow hosts,

I’m writing this out of deep frustration and concern about how Airbnb has handled a recent guest refund claim, which I believe was not only unfair but also sets a dangerous precedent for hosts who go above and beyond.

We recently had a guest stay at our property. During their stay, the refrigerator’s compressor broke down, likely due to the guest repeatedly leaving the fridge door open — as confirmed by the repair technician. These things can happen, and we acted immediately and responsibly.

From the moment the guest informed us of the issue, we were in constant contact with Airbnb Support, asking them how we should best handle the situation to remain in compliance with Airbnb policy. We followed every instruction Airbnb gave us.

Within a short time, we provided a temporary fridge, and shortly after, we replaced the broken unit with a brand-new refrigerator. The guest continued to stay for the full reservation and used the new fridge for the remainder of their stay.

Despite all this, the guest filed a claim for a refund through Airbnb’s AirCover, and Airbnb granted it.

We are now being penalized financially for:

• Something likely caused by guest negligence,

• That we addressed swiftly and fully,

• And for which we followed Airbnb Support’s guidance every step of the way.

What message does this send to hosts? That even if we do everything right, we’re still vulnerable to bad-faith claims? That guests can be careless, get compensated, and we absorb the loss?

We provided full documentation: photos, technician reports, receipts, communication logs with Airbnb Support — and still, the decision was made in the guest’s favor, without fair consideration of our side.

Airbnb’s AirCover is increasingly being used as a one-way shield for guests, while hosts are left exposed and unprotected.

We love hosting and take pride in the experience we offer. But if the platform continues to handle issues like this with such disregard for hosts, it makes it harder and harder to justify staying on it.

Airbnb, we urge you: Stand by your hosts. Review how these claims are processed. Give us the same benefit of the doubt that guests receive.

Has anyone else experienced similar treatment? Please share — we need to raise awareness and push for change.

[Elaine701]

@Ari2 

Yes, it happens all the time. And as Airbnb is increasingly moving to AI for customer services, it actually seems to be accelerating. 

There are internet blogs offering step by step instructions on how to get free or discount Airbnb stays. There's all kinds of dubious refund claim tactics, and many of them actually work. 

It's impossible to say whether this guest intentionally did this or it's just their character, but this is one of the risks in our business.

Airbnb (or any other platform) is inclined to support the guest, since they're the ones paying. "The customer is always right". Hosts are suppliers, not customers. 

So, to survive in this business you have to take all the responsibility. You'll need to character screen your guests. But when that fails, you'll need to pick yourself up, dust yourself off, and get back on the horse (and learn from that mistake). The booking platforms certainly aren't going to save you. 

I know. It's not fair. But it's how it is. Wild wild west. 

[Ari2]

Elaine, thank you for your reply. If you know of those blogs, could you please let me have the link? Thank you

[Joelle43]

Hello @Ari2 

How much did Airbnb refund this guest Ari?  If an amenity is missing/faulty during a guests stay then Airbnb usually refund 30% for every day that the guest was unable to use said amenity.  

[Helen3]

Yes but only for the days when they didn't have the fridge rather than the whole stay @Joelle43 

[Joelle43]

@Helen3 - sorry if I was unclear but I did say "30% discount for every day that the guest was unable to use said amenity" and of course that ball point discount shouldn't able to the whole stay as Ari went above and beyond to try and find a quick fix for the guest but we don't know yet what discount Airbnb applied.  

[Ari2]

They applied 30% for 20 nights. I don't know what else we could have done. To replace a with a new fridge, especially when we hit a long 4 of July weekend and get a 24-inch fridge that had to come from the East Coast, it took this long. But she was not without a fridge. 

[Ari2]

Hi, at first they wanted to refund 30% of 26 nights, and then they changed it to 20 nights. However, from the time she reported that the fridge was not working (Friday at 9:48 PM) to when she received a temporary fridge (Monday by noon) is only 2 days. But they claim the fridge she got as a temporary one was not the same size as the one there. But when we provided the temporary 3.3 cu ft fridge, she messaged and thanked us and was happy with it.