As a longtime Airbnb Host, I’m extremely disappointed in how a recent guest cancellation was handled — and even more so by the threatening tone from Airbnb support when I tried to understand the decision.
A guest canceled last-minute without contacting us, claiming an “infestation” after we were already prepared for their arrival. We weren’t notified until after their cancellation, and support never gave us a chance to respond before issuing a full refund. Our on-site property manager immediately inspected the unit and found no evidence of the claim.
When I asked what proof Airbnb reviewed, I was told it’s confidential. I also asked for clarification on how a host can be penalized without any chance to resolve the issue. In response, a support agent essentially told me if I didn’t like the outcome, they could flip it to a Host cancellation and apply penalties — despite confirming I’d already been exempted due to a clean hosting history.
That is not acceptable. This isn’t about a refund — it’s about:
Not being notified by Airbnb or the guest before cancellation.
Being denied the opportunity to correct or respond to the issue.
Being threatened with consequences for asking fair questions.
I respect Airbnb’s policies — but Hosts deserve transparency and the chance to defend their business. This sets a dangerous precedent where guests can cancel last-minute, make unverifiable claims, and cost Hosts revenue without recourse.
I hope Airbnb leadership sees this and reconsiders how these policies are applied.
— Superhost Kevin
@SoFLA Vacations
