Guest Complaint of a Gas Leak

[Susanne814]

This just happened to me.  I had a guest who booked on 11/28/25 and extended their stay to 12/20/25.  On 12/6 they messaged me to ask to check out on 12/8.  When I didn't respond quickly enough, a little while later he mentioned that he needs to get out because his wife smelled gas when she was using the dryer and her children were taking at shower at the same time. I noticed his message upon waking on the 7th and asked him why he didn't reach out to the 24hour emergency contact.  I immediately contacted our property manager who had a plumber their within the hour.  The customer moved out all his belongs a half hour before the plumber got there. After I received the findings and videos from the plumber I messaged the guest that there was NO gas leak, he did not follow protocol and call the emergency contact.  I said I will not approve of he request to check out on the 8th, however,  to resubmit the request to the 13th and I will approve which was so fair and I did not need to do.  He reported a gas leak to Airbnb on Sunday.  I never received any notification from Airbnb until Wednesday evening, 12/10/25  informing me of this and telling me my listing was on temporary access. I responded immediately telling them that the property was inspected on Sunday and NO gas leak was found.  I asked them to read the messaging between us so that they can see that the customer was trying to end his stay early prior to reporting the smell of gas.  I also stated that I have videos from the plumber showing them inspecting for a gas leak.  I asked at that time to please let me now how I can send the videos to them.  In this message  the rep said that she would call me on Saturday evening 12/13 to hear my version of the story.  Friday evening 12/12 I received a message from her on how to send the links of the video to her. On Saturday morning, shortly after midnight I received another message from her stating that my listing has been suspended and that I need to provide signed documentation and videos showing the said gas leak has been addressed. She went on further to say that my upcoming reservations on the 23rd may be cancelled and that if another complaint is received then my listing may be removed.

I uploaded the links to the videos that morning and did one better. My property manager called the city to report  an emergency due to gas smells at our property by the guests.  The city came very quickly and did a thorough inspection and provided a letter that there was NO gas leak. I provided the link to this letter that evening.  I have emailed this ambassador several times for an update with no responses.  I called the host's support line several times but all the reps who answered the phone stated that they could do nothing, it is an active complaint in which the specialist team is investigating.  I finally was able to speak to a support supervisor this morning, 12/15 and he said that there was no way he could release the suspension because the safety specialist team was investigating it.  He said he would write a note on it.                                                                                                                                                                                                                                                                                          The more that I have read on the internet,  I believe that this is a scam by guests so they can either get reimbursed or exit their reservations earlier without paying.   100% Airbnb needs to investigate but their protocols are so biased to the guests.  Isn't the guest supposed to call the emergency contact so that this can be addressed immediately.  Doesn't the investigative team read the messaging threads to see that the guests has requested to get out of his reservation 16 days early and then decided to report the gas leak the following day directly to Airbnb.  The ambassador assigned to this complaint has not reached back out to me not provided any update meanwhile my upcoming reservations are in jeopardy.  There is NO way for a host to escalate a situation.  You are at the mercy of whoever is assigned to our case, no matter how invalid.                                                                                                                                                                                                         I would like to see Airbnb have a more fair process for addressing this new scam which seams to be growing extensively and which Airbnb is aware of it.  The guest should report it immediately to the emergency phone number listed and then leave home until addressed.    A red flag already if the guest reports it to Airbnb without addressing with the host first.  As a host, I don't want the guests, our home or community to be in any danger.  Airbnb should notify the host immediately (not 6 days later and suspending the listing) and then let them know that they need  (a) proof of an inspection with No gas leak found, videos, signed documentation verifying this or if there was an issue, proof that it was rectified.  If there was an issue, absolutely place the account on suspension until proof of fixing the issue.  In my case, there was never a gas leak.  I could have provided them this information on the 7th but instead they did not request this until the 13th and now the 15th, the ambassador has not responded to any of my 6 messages..   There is NO support for the Host, instead bullying with a suspension or possible removal of the listing.  My listing is in limbo 8 days later when no gas leak was found on the 7th and again on the 13th.              I am asking the community to come together to pressure Airbnb management to make the changes that they need to make to addressing complaints like this in an unbiased manner towards the host.  If Airbnb would have messaged me the same day (12/7), I would have provided them proof of an inspection with No gas leak on this  day.  If the host doesn't provide the e documentation  the same day then put the listing on limited access for 2 more days and then if no documentation, then suspend until they receive it.                                                                                                                                                                                                                                   THIS CAN HAPPEN TO ANY HOST, EVEN A SUPER HOST.  Please refer to other threads .  I look forward to hearing back from other hosts.                                                       Susanne H

[Frances3408]

@Susanne814 . I'm just a fellow host but there are so many postings about guests scamming hosts on this site. I'd re post an abridged version of this on Host Circle though if you want to specifically get other hosts attention (and support). 

Make sure you are listed on multiple platforms and let guests know you are available to book this way in the meantime. I'm sorry but this appears to be a too familiar story lately so I can only suggest keep fighting and consider drafting a legal letter and undertaking Arbitration with Airbnb when offered (so make sure you have your demands ready, including a potential compensation claim for expenses and loss of business).

I dont suppose you also gave them a discount when they extended their stay to a month? 

Good luck and let us know how you get on.