Subject: Formal Escalation – Improper Case Closure, Active Billing, and AirCover Misclassification
I am formally escalating my unresolved Airbnb case regarding loss of an essential amenity (heat) and improper case handling.
On February 9, 2026 at 11:03 PM, I documented an interior temperature of 49°F while exterior temperatures were below freezing. Heating is an essential amenity under Airbnb’s Guest Refund / AirCover policy. I immediately reported the issue and provided photo documentation with embedded metadata (date, time, device information), along with weather records showing freezing outdoor conditions.
Due to unsafe and uninhabitable conditions, I vacated the unit shortly after midnight on February 10, 2026 and notified the host. The host acknowledged my departure and indicated willingness to refund unused nights.
This was not a voluntary early checkout. I left due to loss of heat, which constitutes loss of an essential service under Airbnb policy.
I requested the following:
- Cancellation effective 2/10/26 (date vacated).
- Refund of unused nights already paid.
- Cancellation of future installment payments scheduled for February 16 and March 16.
- Reclassification under AirCover – Loss of Essential Amenities.
Instead:
- The Senior Case Manager declined to reclassify the case under AirCover.
- My photo evidence with metadata was dismissed.
- The case was closed without canceling the reservation.
- Installment payments remained scheduled.
- The reservation still shows active in my account.
I was offered a partial monetary resolution ($1,000 host / $200 Airbnb), but the reservation was not properly canceled effective the date I vacated. Closing the case without modifying the reservation status while billing continues is inconsistent with Airbnb’s Guest Refund / AirCover framework.
The host is now refusing to cancel effective 2/10/26, which allows continued billing exposure on my account.
This is no longer simply a refund issue. It is a procedural and policy-application failure involving:
- Loss of essential amenity
- Improper case closure
- Continued billing after documented departure
- Refusal to reclassify under AirCover
- Lack of independent supervisory review
I am requesting:
- Immediate cancellation effective 2/10/26.
- Written confirmation that all future installment payments are canceled.
- Refund of unused nights already paid.
- Independent review by Trust & Safety or an Escalations Supervisor outside of the previously assigned Senior Case Manager.
This matter remains unresolved and requires corrective action.
Im currently in another unit and I’m trying to get this resolved without it affecting my current stay.
