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
