Long-Term Guest Nightmare — Airbnb Failed to Help or Enforce Payment

[Azadeh22]

We trusted Airbnb and it turned into the worst experience of our lives.

My husband and I live in a brand-new townhouse in Richmond Hill, Ontario, with my elderly, disabled parents. We rented our separate furnished basement suite through Airbnb, believing it would be safer than having a long-term tenant.

In May 2025, we received a one-year reservation request (May 5, 2025 – May 5, 2026). Before accepting, I called Airbnb because I was worried about what could happen if the guest refused to pay or move out. Airbnb promised me they had special teams to handle payment collection and guest removal, so we accepted the booking trusting their assurance.

The guest paid only the first month, then delayed the second payment and stopped paying altogether. Later, he falsely claimed there were bedbugs — but Airbnb investigated and confirmed the photos he sent were fake and not from our property. Despite this, Airbnb cancelled his reservation for non-payment, but did nothing to remove him or collect the money.

Now, this person continues to live in our unit for free, ignoring all calls, emails, and messages from Airbnb. We contacted the police, but they said since it’s now a long-term stay, it falls under the Landlord and Tenant Board. We’ve hired a lawyer and have a court date in December, but meanwhile, this stranger lives in our home while we live in constant stress and fear — especially for my elderly parents.

Airbnb completely failed to protect us after promising support. They did not screen the guest properly, did not enforce payment, and refused to take responsibility for the situation they created.

We trusted Airbnb’s name and policies, but they abandoned us when we needed them most. I strongly warn other hosts — do not accept long-term stays on Airbnb. Airbnb takes their fees and leaves you to deal with the nightmare alone.

[Ethan748]

I’m so sorry you’re going through this, that sounds incredibly stressful, especially with elderly and disabled family members at home. It’s shocking that Airbnb didn’t follow through on their promises. It’s good that you’ve involved a lawyer and have a court date; unfortunately, long-term bookings can get tricky with local tenant laws. I hope the court resolves this quickly and that you and your family can regain peace of mind soon. Thanks for sharing your experience, it’s an important warning for other hosts considering long-term stays.

[Azadeh22]

Thank you so much for your kind words and understanding. It has truly been a very stressful experience for us, especially with my elderly and disabled parents at home. It’s interesting that the guests sent harassment texts to me and Unfortunately, Airbnb’s lack of proper support made things even more difficult. I really appreciate your empathy and your awareness about how risky long-term stays can be for hosts. Hopefully, by sharing our experiences, we can help protect other hosts from going through the same situation.

Warm regards,

Azadeh

[Esther1252]

This is sickening. I wonder if Airbnb understands what it means to have a long-term stay without pay.  The implications could also stretch long-term. I am so sorry this happened. 

[Joan2709]

@Esther1252 

I believe they do understand the issues with long term stays, but have chosen not to add the additional protections Hosts need to mitigate risk. These would include background checks and security deposits as other platforms do:

Things to Consider Before Hosting Long Term Stays

https://www.airbnb.com/help/article/805

[Azadeh22]

Thank you so much for your understanding and compassion.  It truly is heartbreaking and stressful to deal with a long-term guest who refuses to pay, especially when platforms like Airbnb don’t offer the proper support or protection for hosts. The financial and emotional toll is huge, and many of us are left with no choice but to take legal action. I really hope Airbnb starts recognizing how serious these situations are and makes real changes to protect responsible hosts.