I wanted to share my recent experience because it raises some concerns about how Airbnb handles communication between guests and hosts.
I booked an apartment in France that looked bright and sunny in the photos, but in reality it was darker and the building smelled musty when I arrived. Still, the stay was fine overall, until I left.
Two months before my trip, I messaged the host to change my checkout date. She replied:
“Thank you for your message. I have noted your change of dates: you will still arrive on September 26, but you will now leave on October 5 instead of October 10. This is confirmed on my end.”
That wording sounded clear — “confirmed on my end” — so I assumed the change was official. On October 5, I left the apartment as agreed and even messaged her to say I’d departed. She never replied.
I later discovered that I’d been charged through October 10. Airbnb told me that since I didn’t submit a formal alteration request in the app, the host’s confirmation didn’t count. Even though the host had two chances to clarify (in August and again when I left), Airbnb left the refund decision entirely to her, and she refused.
Airbnb offered me a small goodwill credit, which I appreciate, but the larger issue bothers me:
Guests shouldn’t lose money when they act in good faith and follow a host’s written confirmation.
Hosts who confirm changes should be responsible for ensuring those changes are processed correctly, either by making them themselves, or advising their guest to do it.
The platform should insist on better communication standards to protect both sides.
It feels like Airbnb’s policies now protect hosts more than consumers, which isn’t in the spirit of “belong anywhere.”
I hope Airbnb re-examines how it handles cases like this.
Has anyone else experienced something similar?
