Hi Everyone!
I wanted to share a recent experience and see if anyone has dealt with something similar—or has advice on how to move forward.
We had a reservation that was canceled by Airbnb shortly after we sent the check-in instructions to the guest at 12:31 PM on the day of check-in. Please note that our official check-in time is 3:00 PM, and at no point did we receive any communication from the guest or Airbnb prior to the cancellation.
After noticing the cancellation, I contacted Airbnb Support. They informed me that the guest reported the property was not cleaned upon check-in and that we were allegedly in violation of standards. However:
We were never contacted before the cancellation was processed.
No communication or evidence supporting the guest’s claim was ever shared with us.
Support also claimed they contacted the primary host, but this was not the case—there’s no call from Airbnb, message thread, or email from Airbnb regarding this reservation.
To add further confusion, the guest left a public review stating they “walked in at check-in time” and also claimed they “had to wait until 3PM for the cleaner,” which directly contradicts the initial complaint. This suggests the guest accessed the property before the scheduled check-in time and possibly violated the check-in policy.
Does anyone know if there’s a way to see the timestamp of when the reservation was canceled? That would really help clarify what actually happened and back up our case.
We’ve raised this with Airbnb Support multiple times, but no one seems willing to properly review or investigate the situation. It feels incredibly unfair that a reservation can be canceled with a full refund to the guest solely based on a guest’s statement, and without following standard procedures. We value guest experience, but also expect fair handling and treatment for hosts.
Has anyone experienced something similar? Any advice on how to escalate this or request a formal case review?
Thanks in advance for any insights or support!
Apple
Airbnb Co-Host
