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]

@Derek696 

Monthly stays have some increased risks for Hosts. I have sent you a Direct message, as I don't want to provide info on what I think happened in a public forum. 

FYI, If you want to keep a topic private, you can post in the Host Circle section. Here is an Guide with info for Hosts on monthly stays:

Risks of Monthly Stays on Airbnb

https://community.withairbnb.com/t5/Host-guides/Monthly-Stays-on-Airbnb-Guide-Revised/m-p/2066547#M2...

[Marie8425]

@Derek696 

Long term stays are very tricky.  Airbnb Help Pages address rentals more than 28 days and no you are not guaranteed the second payment.

You probably have ben scammed by squatters.

If they are still in your home but no active reservation, Airbnb is no longer involved.

You have to review your local laws because 69 days usually qualifies for residence rights.

Residency rights you will have to follow your local tenancy law and formally evict.

Sorry not fun.

[Helen3]

There are no tenancy rights here @Marie8425  the host said it's a homeshare . 

in any case in the UK tenancy rights come into play on day one if the guest doesn't have a permanent home elsewhere.

as advised to @Derek696  in my earlier posts he should have evicted the former guest as soon as he realised the guest had cancelled . 

[Marie8425]

@Helen3 @Derek696 

Home sharing is not exempt from residency laws.  If you are formally renting an area to a person then they are considered a tenant.  As with everything there are loopholes that depends how your local laws are written. I home shared on Oahu and now Arizona different loopholes.

[Helen3]

@Marie8425 

Both @Derek696 and I are in England .

i responded on the basis of our housing laws. 

are you presuming you know better than I do how our housing laws work 😀😀😀 ??

we don't have residency laws . There are no tenancy laws that relate to those in homeshare situations sharing with the owner .

They are covered  by lodger legislation.

[Marie8425]

@Helen3 

I apologize wasn't trying to offend.  I am just guessing though England would not allow a home sharing situation unless both parties were provided protections.

[Marie8425]

 @Derek696 @Helen3 

My experience is usually when I get caught in something criminals researched the law to figure out most gratuitous for them.  In US usually 30 days maybe England home share 60 days.  I just suggest do your research and cover yourself.

As for Airbnb on their Help page about reservations longer than 28 days, they clearly state 2nd payment is no guaranteed,  There maybe any type of problem an they do no pursue for a Host.

[Helen3]

Hi @Derek696 

So sorry to hear this has happened to you. 

I would pursue Airbnb for payment for the second guest as you said you neither received or approved an amendment request to change the booking to one guest .

I am a little confused how the second guest no longer on the booking is still in your home ??

Surely you returned home or the cohost that you leave in charge when you are away has gone  to the listing and evicted the non paying guest?  

Airbnb doesn't provide insurance they provide a limited guarantee and of course this only covers those on the booking.

airbnb doesn't have a complaints process .

a guest can cancel a long term booking but under the policy they will be required to give 30 days notice .

[Joan2709]

@Helen3 

I did send @Derek696 a DM, as I didn't want to advertise any loopholes, but as @Marie8425 says, "monthly stays are tricky" and monthly stays have different rules than standard cancellation policies. 

[Helen3]

Could you PM me too please @Joan2709 re the loophole. 

as far as I was aware according to to Airbnb guests have to give one month's notice when cancelling a long term stay - or request to amend the booking which the host said he'd refused on multiple occasions.

if there's anything else I should be aware of do let me know. 

[Joan2709]

@Helen3 

I will DM you...

[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.