Formal complaint process for support? Guest booking changes without notification or consent? Guest no longer on my booking continuing to stay in my home ?

[Derek696]

Hello,

I’m a long-time Superhost who has been with Airbnb for over 12 years. Until now, I’ve had a smooth and positive experience with the platform, but I am currently facing a serious issue that I’ve been unable to resolve through normal customer service channels. I’m reaching out to this support group in the hope that someone can assist or advise on the correct steps to take.

I have two guests—friends—currently staying in a room in my home under a 62-night long-term booking. After two weeks, they found alternative accommodation through their employer and requested a refund. Due to Airbnb’s long-term cancellation policy and the fact that the calendar was blocked, this was not permitted. I explained this to the guests and also made clear to Airbnb that it would be inappropriate for them to pressure a host living in a shared home to issue a refund outside of the policy.

Airbnb continued to direct the guests to me to request a refund, which created a very uncomfortable and awkward dynamic in my own home. I explained to Airbnb that if they wanted to issue a refund as a gesture of goodwill, I would not object—but I could not do so myself, as the funds were already accounted for, and I rely on this income. I also offered to refund any nights that could be rebooked if the guests left early. This offer was declined.

The guests then told me they would not pay their second installment. I informed Airbnb, who said they could not take action but assured me I would still be paid, although there might be a delay while they attempted to recover the funds from the guests.

Then, while I was away for a weekend trip, I received a notification from Airbnb that the reservation  (22 days into their stay)had been modified from two guests to one, effective immediately and retroactively. This drastically reduced my payout, and the change was made without my knowledge or consent. At the time the change was approved, both guests were still in the home, and neither had returned their key or given any notice that they were leaving.

I messaged the remaining guest multiple times to confirm whether one of them had checked out, and my messages were initially ignored. Eventually, she confirmed that both were still there, and that the other guest had chosen not to pay but would remain in the house regardless. There is a full message trail that shows the guests’ intent to stay without paying and how they used Airbnb’s systems to alter the reservation improperly.

I’ve reported this multiple times, but customer service keeps closing my case without follow-up. I’ve been told there is no physical address to file a formal complaint and am instead directed to a feedback form, which results in a closed loop without resolution.

I am extremely concerned about:

• An unregistered guest still residing in my home

• Potential loss of insurance protection due to booking modifications made without consent

• The retroactive change to the guest count and payout without host approval

• Lack of due diligence from Airbnb to confirm guest check-out or key return

• The emotional strain and discomfort caused by being left to manage this situation alone

I urgently need help understanding:

1. How Airbnb can change a long-term reservation without host approval

2. Whether I am still covered under Airbnb’s Host Guarantee and insurance with an unregistered guest in the home

3. How to escalate this issue and submit a formal complaint outside of the closed customer support system

I’ve always been a reliable, rule-abiding host and deeply value the community, but this situation has left me feeling unsupported and at risk.

Any advice or support would be greatly appreciated.

Best regards,
Derek

[Joan2709]

@Helen3 

I will DM you...

[Derek696]

@Joan and thank you again for your message and for taking the time to DM me.

I completely understand your caution about not openly sharing potential loopholes, but I do think it’s important to highlight when policies feel unfair or inconsistent—especially if they’re causing genuine hardship for hosts. 

In my case, a guest was able to reduce the number of people on a long-term booking without my consent, mid-reservation, which directly affected my payout—despite previous assurances from Airbnb’s customer service team. Some advisors even agreed the policy didn’t make sense, especially in scenarios where the number of guests is reduced  automatically  partway through a stay.

My hope is that by discussing these issues more openly, it might encourage clearer communication around long-term stay policies and more balanced protection for both hosts and guests.

[Derek696]

The guest left when i came back to the property, and i asked them to either contact Airbnb and have themselves added back onto the booking, and in turn, AIRBNB COVER INSURANCE or they would have to leave.  They were upset caused a scene and then left just after midnight.  

I thought the 30days policy applies , but there is a section where cancelling and amending the booking are different and this is seen as an amendment.   The policy talks about reasons  why airbnb might automatically amend without asking you .  one of the caveats that airbnb might allow this is "if the guest initiates the request"

I"I want to inform you that the alteration was accepted automatically in accordance with our Cancellation Policy. The policy specifies that an automatic change may occur under the following conditions:

- The reservation is 28 nights or longer and the change is made before the trip starts.
- The trip has begun, but there is still a month or more until the end date.
- The alteration is initiated by the guest.
- The start date remains unchanged.
- The alteration is requested with at least a month's notice.
- The reservation is not being extended. "

i would argue as this is not a cancellation or date change and the cancellation policy is not valid regarding change  and only the section regarding altering the number of guests, which does not mention the length of stay should be the policy to use in this  scenario  thus states that modifications to the number of guests have to be approved by the host

[Joan2709]

@Derek696 

As Airbnb pointed out, this is not a cancellation but an alteration that is permitted under their policies. 

The wording regarding automatic alterations for monthly stays just happens to be under their help article for Cancellations. 

[Derek696]

I respectfully disagree. Airbnb’s policies are crafted by legal teams and should be clear, consistent, and fair. Allowing guest numbers to be changed mid-stay without host approval—especially retroactively—makes little sense. In my case, one guest stayed for 23 nights, yet Airbnb reduced the entire booking to a single-guest rate, creating an unjust financial impact.

More importantly, this sets a dangerous precedent. If guests can alter the reservation without host consent, what stops them from just turning up with extra people?

Airbnb’s own articles make the process clear:

Article #2369: “Your host must accept the trip change request before it’s confirmed.”

Article #1363: “You can change the number of guests after check-in, if agreed upon with the host.”

Nowhere is there an exception stated for long-term stays.

When a page is titled “Cancellation Policy,” it should refer specifically to cancellations—not modifications to the guest count when it mentions nothing about this.  If there’s a separate policy that governs changes to the number of guests, that policy should apply uniformly across all bookings, regardless of length unless otherwise stateds within the policy.

Thanks again for the thoughtful discussion—while I appreciate the dialogue, I do feel this issue needs further review to ensure hosts aren’t left vulnerable by policy loopholes.

[Joan2709]

@Derek696 

The articles you are referring to are for cancellations and alterations for stays less than 28+ days and therefore don't apply. There are different policies for 28+ days.

I agree, maybe Airbnb should create a separate article for 28+day stays for automatic alterations. I do think they should remove the ability to change the number of guests on a long term stay without Host approval? Not even sure why they would do that?

Hope you are able to work out something with Airbnb, as only they can address it unfortunately.

[Kevin3794]

Hey Derek — I’m really sorry to hear you’re going through this. We’ve had a similar experience recently (not to your extent of a 62 night long booking) but a 4 night reservation that left us equally frustrated and confused about where hosts actually stand when these types of situations come up.

In our case, a guest canceled last minute and made a claim (after the fact) that there was an “infestation” — without notifying us or even giving us a chance to address it. Our property manager went by after their departure to inspect the unit and found nothing. However, Airbnb processed a full refund under AirCover without ever sharing the evidence, and when we questioned it, a support rep essentially threatened to retroactively change it to a “host cancellation” with penalties if we pushed back further.  

It honestly felt like we were being strong-armed into accepting a decision that we had no part in, and like you said — the sense of being powerless in your own home/business is incredibly disheartening. We tried escalating, but most of the time you’re just bounced between reps, and the outcome seems to depend on who happens to pick up the case.

You’re not alone and I hope Airbnb takes note of this.