Host Rights Ignored – Refund Issued Without Contact, Policy Violated (Need Escalation)

[Manuel7198]

Dear Airbnb Community & Moderators,

I'm a long-time host who has always abided by Airbnb’s policies and worked hard to provide a great guest experience. However, I’m writing here out of sheer frustration after all of my support requests were closed or dismissed without a fair review.

A guest recently stayed at my property (Bonjardim Guest House, Porto) from April 3–7, 2025. After checking in, the guest reported a mold smell. Without contacting me or giving me the chance to resolve the issue, Airbnb cancelled the reservation and issued a full refund, in direct contradiction to the Moderate Cancellation Policy, which clearly states that used nights and partial compensation are still owed to the host.

I offered to provide a professional inspection report proving there is no mold issue. I messaged support multiple times, respectfully and in detail. All I received were copy-paste responses. I was even told I had been notified before the refund — via a single email — but at no point did I receive any message nor was I given the opportunity to respond before the cancellation was executed.

This undermines host trust, sets a dangerous precedent, and violates both Airbnb’s policies and the principle of fair dispute resolution.

I am respectfully requesting:

• Proper escalation of my case;

• Reinstatement of payment due under the Moderate Cancellation Policy (€890);

• Clarification on Airbnb’s internal process to ensure this does not happen again.

This situation is more than frustrating — it’s damaging to my livelihood. I hope Airbnb will honor the principles of fairness and transparency it claims to uphold.

Thank you,
Manuel

[Chippy3 · Accepted solution]

@Manuel7198 

I can completely understand your frustration. As a fellow host, I’d be deeply concerned too if a refund was issued without giving me a chance to respond or resolve the issue directly.

Here are a few steps you can take to escalate the matter and hopefully get it resolved fairly:

1. Escalate Directly to Airbnb Support by calling them.... request

• A formal escalation to a senior case manager

• Reinstatement of the payout under the Moderate Cancellation Policy

• A full explanation of why the guest's complaint was prioritized without your input

2. Gather and Submit Evidence If you haven't already, gather:

• Screenshots of all communication

• A professional inspection report (or offer to provide one)

• Any time-stamped photos or proof showing there was no issue

• Confirmation the guest stayed at your property for multiple nights

3. Submit a Claim via the Resolution Center Even if the case is closed, you can still file a claim here:
👉 https://www.airbnb.com/resolutions
Include all evidence and emphasize that Airbnb’s own policy supports compensation for used nights.

4. Escalate via Social Media (if needed) If you're still not getting a fair review, sometimes tweeting or messaging Airbnb Support on X (formerly Twitter) or Facebook can get a faster response:

• https://twitter.com/AirbnbHelp

5. Consider Filing a Consumer Complaint (Portugal-specific) If it’s still unresolved, you can also submit a complaint via DECO, Portugal’s consumer protection body: Airbnb takes these seriously.
👉 https://www.deco.proteste.pt/

Please keep us updated!

[Emilie]

Hi @Manuel7198, 

I'm really sorry to hear you've had to go through such a challenging situation. Have you heard more from the Support team since you posted here?

It would be great to know how the situation has evolved. 🙂

Thanks, 

Emilie