Guest Refunded £1000 After False Claim by Airbnb – Host Rights Ignored

[Ira5371]

I’m a junior host in the UK and am shocked by how Airbnb handled a recent cancellation that cost me £1000.

A guest cancelled a confirmed booking, then rebooked the same dates. I never agreed to waive the cancellation fee, and neither did my co-host. However, Airbnb claimed my co-host waived the fee—which is completely untrue. We have written proof that no such agreement was made.

Despite repeated attempts to clarify and escalate, Airbnb support went silent and refused to provide any escalation contact or appeal process

As hosts, we are bound by strict cancellation terms—yet Airbnb seems to override them whenever they choose, without consent. This is unacceptable and undermines host trust.

Has anyone else experienced this? And does anyone have success getting actual escalation support when Airbnb makes a serious error like this?

[Shelley159]

Hi @Ira5371 

I think the support agents may be giving you the wrong explanation for why the initial cancellation was accepted.

@Marie8425 is probably onto something about the modified policy being applied due to the guest being from South Korea.

To comply with South Korean regulations, a modified cancellation policy will apply to reservations made by South Korean travelers with a Strict cancellation policy. 

Under this modified Strict cancellation policy, if a South Korean traveler needs to cancel:

• Up to 30 days before the trip: Get a full refund, including all fees.
• Within 30 days of the trip: Cancel by 12pm on the day of check-in and get a 50% refund of the total nightly rate and a full refund of fees.
• During the trip: Cancel before 12pm local time and get a 50% refund of the remaining booking value, excluding fees. Cancel after 12pm local time and get a 50% refund of the remaining booking value, excluding that night and fees.

Here's the link:

https://www.airbnb.co.za/help/article/3837