Guest Refunded After Issues Were Resolved – Host Blocked from Responding

[Robin933]

I wanted to share a situation that just happened to me, because I think it highlights a serious gap in Airbnb’s support for hosts.

A guest reported minor cleanliness concerns — I went in person to address them immediately, and the guest confirmed everything was resolved. A couple of days later, she claimed new issues (never previously mentioned), declined my offer to return, and left.

I asked Airbnb to keep everything in writing and requested escalation to Trust & Safety. Instead:

• Airbnb issued a full refund, including for unspent nights

• The thread was closed

• I was given no chance to reply or see any “evidence” the guest supposedly submitted

As a Superhost, I’ve always worked hard to provide excellent service. But this experience makes me question whether Airbnb has my back — and whether bad-faith guests are being enabled to exploit the system.

Has anyone else experienced this?

Reservation **
Robin Carbino

**[Reservation number hidden - Community Center Guidelines]

[Joan2709]

@Robin933 

Yes..this is happening more and more and since much of the CS and Review disputes are being handed over to AI by Airbnb, not sure this will change any time soon.

Be sure to leave an honest review.

I always suggest Hosts list on other platforms.

[Vicent-Francois0]

Hi Robin. I can tell you that you are obviously one of the few host refunding. I made a reservation and was asked to cancel it because of too strict house rules. Did all in good faith, but Airbnb is only willing to give me a coupon of 25% of the value. I agree Airbnb should team up with the hosts for customer care. You always will have rotten apples, but now the good faith customers and hosts are not served in my opinion. I am not booking no more with Airbnb. That’s for sure. 

[Joan2709]

@Vicent-Francois0 

So sorry that happened...

Did the Host have the strict House Rules on the Listing so you could see them before booking? 

It's always a good idea to read the entire listing including House Rules, Safety/Property Information, Amenities, Reviews, Check-out instructions and cancellation policy before booking. Then if you have any questions, message the host before booking.

[Vicent-Francois0]

Happily the host decided to refund me anyway. This issue is off the table.

Please note what the customer care informed me.
1. always read the house instructions in detail before booking (this puts me really off. Too much work)
2. Never cancel a reservation even if the hosts asks 
3. Be careful to book when its a non-refundable reservation

I think this should be in capital letters on each page..

[Joan2709]

@Vicent-Francois0 

So glad was resolved for you...

If you think it's too much work to read the listing information before booking, perhaps it would be better to stay at hotels in the future?

[Vicent-Francois0]

Talking about uniformity., my dear Joan. Same way as you select with and without pool, wifi, parking. Why should I want to stay in a hotel? 

[Joan2709]

@Vicent-Francois0 

Oh..I think this is a bit of sarcasm right? 😉 

Kinda like someone who doesn't read a contract and just signs it because...well...they just can't be bothered to read it. Then their car is repossessed because they didn't make their payments on time. Then they blame the lender.