Airbnb Ambassadors Reward Rule-Breakers: When Following the Rules Hurts Hosts #2

[Murat192]

In my first thread on the forum, I shared in real time a situation we experienced because of Airbnb Ambassadors. A user who created a profile with a fake name, uploaded an unrelated ID, and had this fake profile “verified” by Airbnb is still active on the platform. Instead of shutting this account down to protect community safety, Airbnb Ambassadors actually helped this person change their name and even rewarded them with a refund. Be careful—people with fake names can show up at your home, and Airbnb may defend them against you!

This topic is very simple. As a host, I will explain what happens when you stay loyal to Airbnb’s payment policies.

A guest made a reservation, but the payment was pending. He messaged us, saying he wanted to pay in cash, and even wrote his phone number. Clearly, he was experienced enough to bypass Airbnb’s system that blocks sharing phone numbers, which shows just how knowingly he disregards the rules.

We told him his offer was against Airbnb’s Terms and that we only accept payments through Airbnb. Suddenly, his “card problem” was solved (!) and he completed the booking.

When he arrived, he behaved very rudely toward us. He thought he had booked an apartment but realized it was actually a room in our home. Because we refused to accept cash, he told us he would leave us a bad review. After a one-night stay, he left the room in poor condition.

As promised, he left us a bad review. A revenge review full of lies, completely inconsistent with the other reviews on our profile.

Here comes the bomb. This person is also a long-time Airbnb host! We reported the situation to Airbnb. What happened? Nothing.

So the conclusion you should take away is very simple:

If an experienced Airbnb host sends you their phone number to bypass the system and offers you cash payment, you should accept it. If you say it’s against Airbnb rules, refuse the cash, and report the user, nothing will happen. In the eyes of Airbnb Ambassadors, you will end up like us—fools.

As always, Airbnb Ambassadors support those who break the rules of the platform, and all you are left with is a lie-filled retaliatory review on your profile. And because of the algorithm, once you get a low-rated review, your flow of new bookings is cut off.

Are you happy now, Brian Chesky? In the community you boast about, your own Ambassadors are strangling the hosts who tr

[Joan2709]

@Murat192 

I think when he sent his phone number (trying to bypass Airbnb's system to block that) and offered to pay off-platform, I would have contacted Airbnb and reported him, that you are uncomfortable Hosting a guest who violates their policies for off-platform communication, and had them cancel the stay with no penalty to you and you should be paid.

Yes...this was not handled correctly by Airbnb. It's clear Airbnb does not intend to fix their AI-driven retaliatory dispute system (which is abysmal). You will have to keep that in mind moving forward. 

[Murat192]

Of course, we did what you said—we reported the user, but Airbnb did nothing. Moreover, after the stay, when he left the retaliatory review, we contacted them again and explained the situation once more, and still, they did nothing. We even filled out the form requesting the review to be removed, and of course, they didn’t remove it.

That’s exactly what I’m trying to say: we are doing the right thing, but they knowingly and deliberately defend users who intentionally break the rules. That’s why I decided to write about this on the forum.

Thank you for your reply. 🙏

[Joan2709]

@Murat192 

Sorry this happened....

I would have gone a step further and not only reported it, but told Airbnb you are not comfortable hosting this guest as they are already violating Airbnb policies and had them to cancel the stay (with no penalty to you) and you should still be paid for the trip.

Whether Airbnb refunds the guest or takes any other actions against the guest is up to them.