Lack of Transparency & Host Protection When Guests Overstay or Refuse to Leave

[Anuj11]

Hi everyone,

I wanted to start an open discussion on a recurring and deeply concerning issue many of us are facing as hosts — especially those of us who manage multiple properties professionally.

Recently, I experienced a situation where a guest overstayed and refused to check out, and I found myself completely powerless to take any legal or protective action.

The reason is simple but alarming:

We have no access to guest information such as their verified photo ID, Social Security number, or even a residential address.

When things go wrong, Airbnb refuses to share any guest information, citing privacy rules — even when the guest has clearly violated terms or is occupying a property unlawfully. Once Airbnb “closes” the guest’s account, the host loses all means of communication.

At that point, Airbnb’s Helpdesk only sends automated messages like “Is your issue resolved?” or “Do you still need help?” — sometimes in the middle of the night — and if you don’t respond immediately, the case is auto-closed.
There is no direct line or escalation path to reach anyone in Airbnb’s Legal or Trust & Safety departments.

As hosts, we are effectively left helpless and exposed — unable to evict, pursue damages, or even confirm the identity of the individual staying in our property.

This is not about confrontation — it’s about fairness, transparency, and basic host protection.

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💡 Key Issues

1. No verified guest information access for legal recourse.

2. Automated, non-human “support” that closes cases before resolution.

3. No escalation path to Legal or Trust & Safety for serious breaches.

4. No parity between host verification standards and guest accountability.

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🔧 Possible Solutions

• Airbnb should have a formal process to release verified guest information to a host’s attorney or to authorities when there’s a legitimate dispute or occupancy violation.

• Establish a 24/7 Host Legal Escalation Line — not a general helpdesk — for situations involving overstays, fraud, or property damage.

• Assign a single case manager to each unresolved claim to prevent endless reopenings and closures.

• Create true parity in verification standards: if hosts must verify identity, guests should too, with consequences for misconduct.

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🗣️ Calling Other Hosts

Have you faced similar situations?

• What did Airbnb tell you when a guest overstayed or refused to leave?

• Were you ever able to get guest information through legal channels?

• Would you support a collective effort to petition Airbnb for stronger host protections and a transparent escalation process?

It’s time for hosts — especially Superhosts who form the backbone of Airbnb’s business — to push for real reform and accountability.

Let’s use this thread to share experiences, ideas, and potential next steps.

— Andy
Superhost | Property Manager | 5+ Years Hosting

[Cordelia20]

Wow, these are serious points. Thank you for sharing. I would like to hear more about what the next steps would be like regarding this  situation and if those steps would be immediate and effective. I would assume a police report would have to be made and especially if you felt unsafe. Safety is an issue and concern that I believe should be taken seriously. 

[Helen3]

Thanks for sharing your thoughts . I appreciate you are frustrated @Anuj11  but ....

My views differ on this issue ...

We as the property owners or in your case property management company are running a business .

Airbnb is one marketing channel we use .

If it's key to your business success to collect guest ID then do so , as part of your vetting procedure for guests . In lots of countries this is a legal requirement for STR owners.

Airbnb can't do anything if your guest overstays  except from cancelling their profile.

- as the business owner you should understand local squatting/tenancy legislation and what approach you need to take either to remove the guest or take legal remedy.

what advice did your legal team  give around when guests may gain tenancy /squatting rights and what procedures you should put in place to mitigate?

in answer to your questions 

1. I've never needed to contact Airbnb in ten years about guests who overstay 

2. Absolutely - you can access guest information simply collect ID and address etc as part of your booking process 

3. I wouldn't support a guest petition as Airbnb can't do anything about guests who overstay . We need to take legal advice based on where we live to deal with this situation should it arise and put appropriate vetting procedures in place.