Regarding Booking
I am extremely dissatisfied with the level of Airbnb customer service I received and with the way this entire situation was managed. While I understand there are always two sides to every story, it is discouraging to feel that, as a host, my efforts to provide a clean, safe, and welcoming environment were completely overlooked.
I have always followed all required procedures and protocols to maintain my property to Airbnb’s standards. In this case, however, the guest violated multiple house rules—most notably the strict limit of 14 guests and the clear prohibition of parties or large gatherings. Despite these rules, the guest arrived with a group of approximately 18 people and brought party-related items, including a large cooler.
After three days, the guest reported seeing a roach and submitted a photo to Airbnb that was not even taken inside my property. They also falsely claimed that I asked them to leave in order to obtain a refund. I immediately offered to provide the Airbnb case manager with proof—including emails, text messages, and video footage—clearly demonstrating that the guest’s statements were untrue and that they had violated my house rules.
Despite my willingness to present evidence, the case manager sided with the guest without reviewing any of the documentation I was prepared to submit. I was informed that the guest would receive a refund and would still be allowed to leave a negative review. This outcome feels incredibly unfair, especially given that the guest was permitted to publish an untrue and damaging review claiming that my home was infested with roaches.
It is important to note that the Airbnb guest who checked out on the same day this guest arrived left a 5-star review, further supporting that the property was clean, well-maintained, and free of any pest issues prior to this guest's stay.
This experience has left me feeling that the current system does not adequately protect hosts, even when we have clear and verifiable evidence. The way this case was handled was entirely unjust, and I am deeply disappointed.
