False claims from host theft accusation and damages

[Iryna109]

After 10 years as a loyal Airbnb guest with outstanding reviews, I recently had an unfortunate experience that shattered my trust in the platform. During my stay, the host provided poor communication from start to finish, repeatedly requested personal information and payments off-platform, and charged extra for electricity without verifiable proof. Several amenities, including a heated pool we paid extra for, were not functioning properly. Despite these issues, I approached the situation in good faith, expecting fairness from both the host and Airbnb.

Upon checkout, the host falsely accused us of stealing four teaspoons, breaking scissors, damaging walls, and dirtying seating cushions. Like any trusting guest, I didn’t take inventory of teaspoons or inspect every detail upon arrival. I never anticipated needing to defend myself against baseless allegations.

Airbnb quickly refunded us for the unheated pool, acknowledging that the service we paid for wasn’t provided. However, when the host accused us of theft and damage, Airbnb took their side without any verifiable proof, branding me a thief and holding my family responsible for damages we didn’t cause.

To make matters worse, the host left me a nasty review, clearly in retaliation for my complaints. I had contacted Airbnb both during and after my stay to report the host’s misconduct and violations of Airbnb’s policies. It’s evident that these damage claims are a form of revenge, yet Airbnb is enabling this behavior rather than protecting loyal guests.

At this point, the situation feels like harassment, and it raises serious concerns about Airbnb’s dispute resolution process. If a host can arbitrarily claim I stole teaspoons, what stops the next one from accusing me of taking a TV or any other item? The monetary cost of this situation is small, but the damage to trust is immense.

No guest is truly protected under Airbnb’s current system, and this experience has made me seriously reconsider using the platform in the future.

[Don6254 · Accepted solution]

Hello,  I am also a 10-year veteran guest with stellar ratings but recently had a similar experience with Airbnb's violating the LAW!    If there are other readers seeing this, I invite that we initiate a class action suit against Airbnb.
In my case the host accused me of leaving the property "filthy", "damaged", and "rude and demanding messaging."   All false, and of course Airbnb could view my messaging with the host to confirm the latter.   This is defamation, and one of the first support persons I spoke with at Airbnb admitted that.    I requested TWICE that Airbnb remove the defamatory review, and they will not do so because they say it does not "violate their policy."

I have responded to Airbnb that violating the law is illegal regardless of "policy", and I am looking forward to finding a class of people in order to hire a superlawyer and recover damages AND compel Airbnb to abide by law!

[Ilana125]

I am in the middle of a similar situation.  My husband and I have stayed in various Airbnb properties over the years with excellent reviews.  In April I booked a stay for my cousin, a retired Orthodox Jewish teacher in her 70s.  The flat was not very nice but she did not bother writing a review.  Then after she left I received a complaint from the host saying a kettle and hotplate were missing.  He backed up the complaint with a receipt from Temu for exactly these two items dated March 2025 (although the complaint says the items were 2 years old), plus a carefully posed photograph of the corner of the kitchen showing just the kettle and hotplate, then another photo from the same position, with the kettle and hotplate missing!  On this basis Airbnb are branding me (or my cousin) a thief and saying they are going to take $54 from my account in a couple of weeks.  Of course we did not take photographs of the flat, so how do we prove a negative?  As an Orthodox Jew, my cousin did not use any cooking facilities in the flat.  She left for the airport to return to London where she has a lovely flat and certainly did not put a kettle and hotplate into her suitcase.  What can I do?

[Joan2709]

@Ilana125 

So sorry this happened. Always leave a review after a stay. If there is an issue with the stay, always contact the Host via the Airbnb messaging system during the stay, so there is a record of the issues and anything the Host did (or didn't do) to resolve the issues. 

Just to note, Airbnb's policies prohibit booking a stay for family or friends, but don't stay themselves. This is considered a 3rd party booking and is not allowed. Your Cousin should have created their own Airbnb profile and booked the Airbnb under their own name.

Booking for Friends and Family

https://www.airbnb.com/help/article/427

Not sure there is much else you can do if you can't prove the items were present when your Cousin checked out (photos). Did you decline the claim from the Host? I believe if Airbnb sides with the Host, then they can charge your payment method for the claim. 

[Ilana125]

Thanks for your reply.  My real issue is that it is practically impossible to speak directly to a human at Airbnb, I have never come across such a solid stone wall.  To date I have had 6 messages saying "I am X (a different name each time), your support ambassador" asking me to "elaborate my concern".  I press reply and get taken to a support website which asks me to repeat the whole thing again.  Obviously they never read my responses, because then I'd get the same message from a dufferebt X and go through the same rigmarole.  Because they said they were going to charge my credit card on June 7 I cancelled my card (and wrote this in my response).  Yesterday I finally had a phone call (according to my phone, from Toronto), but again it was just a phone rep who kept apologizing and saying he would pass on my concern.  The actual accusation is so ludicrous it's like something Joe Lycett would deal with (in fact I'm thinking of trying to contact him).

[Joan2709]

@Ilana125 

Just to let you know, Hosts have the same experience you are having with Airbnb Customer Service. Sigh. I wonder why this Host would be making these false claims? Did you leave a review of the property?

I would use this as your point with Airbnb:

"He backed up the complaint with a receipt from Temu for exactly these two items dated March 2025 (although the complaint says the items were 2 years old)."

If you even want to continue talking to Airbnb CS, I would try calling after 7pm US Pacific Time, as some Hosts report getting more knowledgable reps after normal business hours.

[Ilana125]

Thanks again for your response.  We didn't leave a review, but also this looks like something planned in advance, ie buy these two items in March and photograph them, ready for the claim.  I did make the point you mention but I'm not sure they even read my responses.

Anyway, the ball is in their court now, as I have cancelled my credit card so they cannot take a payment and the guy from Toronto said he is taking the matter up with the host.