Hey all,
I am having major issues with my booking in New York City, after the unit was trespassed and I had many different items stolen.
My booking was from September 17th 2025 to January 3rd 2026, and I found out that items were missing on October 27th. Missing items include $1000 in cash in a leather wallet, two watches, and many pieces of jewelry, amounting to around $3000 total. After going back and forth with Airbnb support for around 3 weeks, I was able to get a partial reimbursement of around $500 from AirCover, which I gladly accepted.
The lost items aside, I still had to stay in New York till January, and did not feel safe under the circumstances that someone definitely had the keys to the property, opened the door and searched drawers and closets, and took the items that were well hidden and not out in the open. When I communicated this to the host, he rather reacted in a very uninterested manner; I didn't even get to see him in person when I messaged him the issue. His replies were delayed for hours and even days, and the replies were something along the lines of disbelief and not support. He kept on saying that this is strange since nothing like this ever happened before, even though I believe that what should be focused on more is that it happened to me now. He did offer me to switch up the key cylinder, but at this point, due to his suspicious reactions, I couldn't trust the host completely.
I went through Airbnb's guidelines stated in articles in the help center, and after reading that Airbnb will issue a full / partial refund for the unstayed nights if there is a safety issue, I wanted to terminate the booking assuming that I will be able to get a refund. I communicated this with the host first, and he replied that we will go forward with the refund on a fair manner after inspection of damages and cleanliness in the unit; I assumed he was being supportive and let him know the check out date, which was November 7th. On the date, I left the unit following all the guidelines (taking out trash, putting things in a clean manner etc) and messaged the host that I have left the unit, and he replied about 24 hours later saying that "The reservation will remain active until you cancel."
Little did I know that this was the host trying to take advantage of me. I thought the host did not have a way to cancel the reservation on his end, so I went through and cancelled the booking on my end. The host's policy for cancellation is that 30 days are non refundable, so I was able to get around a $800 refund from almost $5000 total since I had around 40 days left on the reservation. Since the host stated that he will refund me with a fair manner, I submitted a resolution center request of refunding 31 days total; 30 days after cancellation and the 1 extra day caused due to the host's delayed refund, which was around $3600.
To this resolution center request, the host responded 71 hours later with 1 sentence that said he doesn't think this is fair and will have to decline my request, without any further explanation. At this moment, I realized the host set this scheme up to rob me the 30 days I haven't spent. Hence, I got Airbnb support involved.
When I got on the line with Airbnb support through multiple calls and texts, I had to explain the issue and they kept on saying that they will figure this out and get me the refund that I deserve. After waiting a few days, they hit me with the same reply saying that they can't override the host's cancellation policy, and if the host declines the request, there is nothing they can do. I keep on explaining that this wasn't a cancellation due to simply changing my mind, but rather due to not feeling safe in the property, and that this is stated in the Airbnb policies as well, but the customer service agents seem almost like AI chatbots, simply saying the same thing that there is nothing they can do.
I have been dealing with Airbnb's incompetent customer service for over a month now, and it is extremely stressful especially since I am staying in New York as a work related trip and not tourism. The amount I am fighting for is a big chunk of money as well, money that I really need at the moment. But it seems like Airbnb is intentionally delaying and declining my refund request to avoid a payout.
Has anyone dealt with a similar situation? Any advice on how to deal with going through the refund? Any opinions would be highly appreciated... Thank you.
