When a guest’s word outweighs a host’s actions – is this how AirCover and trust works?

[Tobias-Silenti0]

I’ve been a host with strong reviews and a strict no-smoking rule. Recently, a guest booked my cabin for 5 nights.

After 1 night, they checked out and later reported a faint smell of smoke in the bed – after they had already booked another place.

Here’s what I did:

• Personally inspected the cabin with a witness within hours
• Found no smoke smell, only detergent
• Offered to replace the mattress and bedding immediately
• Invited them to return

Airbnb first told me the case was closed and that I was protected under AirCover.

Days later, they reversed the decision – refunding the guest in full for unspent nights, without evidence, without giving me a chance to fix anything.

If a single unverified claim after checkout is enough for a full refund, what protection do hosts really have?

To other hosts: have you experienced something similar? How did you handle it?

[Helen3]

I'm a little confused as to why you would offer to replace the mattress and bedding if no smoke smell was found @Tobias-Silenti0 

This would make it appear that you agreed there was an issue. 

[Tobias-Silenti0]

I understand why it could look that way, but my offer to replace the mattress and bedding wasn’t an admission that there was a smell.

The guest mentioned they were extra sensitive, so I wanted to show that even if they felt there was an issue, I could resolve it immediately. I had extra mattresses and bedding at the cabin, so swapping them would have been quick and easy.

As a host, sometimes you offer solutions you don’t believe are necessary, just to make sure the guest feels comfortable and the stay can continue without conflict. In this case, they declined my offer and left instead.

[Joan2709]

@Tobias-Silenti0 

Was the other listing they booked a lower nightly rate and/or more amenities?

[Tobias-Silenti0]

This is not known. Airbnb didn’t ask to see their other listing. They did not show it either.  I don’t know where og if they booked another place… 

[Tobias-Silenti0 · Accepted solution]

very happy with Airbnb right now!! Thank you for leasing and fixing my problem!