My Airbnb Experience: No Support in a Difficult Situation with an Inadequate Host

[Victoria2325]

I want to share my unpleasant experience with Airbnb, which showed that the platform doesn’t always protect guests in challenging situations.

I have rented apartments many times on Airbnb and other platforms like Booking.com, with over 30 successful bookings in total. I’ve never had any issues with hosts before, but this situation has made me feel very disappointed with the level of support Airbnb provides to its guests.

When I arrived at the booked apartment, I noticed an unpleasant smell in the room. To air it out, I opened the door after turning off the air conditioner, as the windows in the apartment didn’t open. A few hours later, the host contacted me, saying that I was not allowed to air the room through the open door, even though this information was not mentioned in the rules. I calmly explained that I would air it briefly and then close the door. However, shortly after, the host arrived in person, spoke to me rudely, raised his voice, and claimed that I would “damage his air conditioner.”

In the end, he demanded that I vacate the apartment on December 30, leaving me stranded in a foreign country, far from home.

Afterward, the host left a negative review about me, filled with false claims, including that I supposedly wanted to stay for free. This false review is not only offensive but also damages my reputation as a guest. All of our interactions were recorded on video by both the host and myself, and our conversations were documented on Airbnb’s messaging system. Despite this, Airbnb has ignored the fact that there is no evidence supporting the host’s accusations. I reached out to Airbnb, asking them to remove the review since it contained lies and violated their own review policy about “relevance.” However, my request was denied, with Airbnb stating that “it will not impact my reputation.”

On top of that, the host was extremely aggressive and disrespectful, using phrases like “shut up” during our conversation.

This experience has completely shaken my trust in Airbnb. I am sharing this post to warn other guests. On Airbnb, you can find yourself in a situation where a host evicts you without valid reasons, leaves a false review, and the platform remains indifferent. Despite my history of being a responsible guest and the clear lack of evidence for the host’s claims, I was left unsupported and unfairly treated in this situation. Be cautious and prepared to face such issues on your own.

[Victoria2325]

The host initially agreed to air out the room, and we have this documented in our Airbnb messages. However, they later accused me of something related to this. This contradiction is concerning, and I’d appreciate guidance on how to resolve this issue

[Elisa]

Hi @Victoria2325 😊 ,

I’m so sorry to hear about your experience. I can imagine how stressful it must have been for you.

I’ll reach out to you via DM to get more details and see how we can help.

I’m also tagging a few experienced hosts to gather their thoughts on this situation and if they have any advice on how to approach such situations as a guest : @Till-and-Jutta0, @Joan2709, @Guy991, @Laurelle3, @Mike-And-Jane0, @Patricia2526 and @Frances3408.

Thank you again for sharing your experience with the community!

Warm regards 🌻,

[Frances3408]

@Victoria2325. Hi Victoria, as a host I'm really sorry to hear your story and I can see the host has been pretty harsh in comments with some other guests as well. The host has a lower than ideal rating now for such a short period of hosting so this will impact their search rankings. 

I cant see the actual room attached to your review but can see both reviews are still there. I am wondering if the listing room instructions have been updated, given the all caps comment about reading the entire listing on some before booking?

I have been on the losing end of a request to have a review and rating removed as well. For me I got some great support from other hosts here and learnt to focus on the things I could influence/change and not the things I couldnt (including Airbnb's inconsistent decisions).

Personally I'm a fresh air freak and my brother has multiple chemical sensitivity so I really try hard to keep any unnecessary smells to a minimum, allow good air circulation (mostly by avoiding same day turnarounds) and yes, all windows and doors must be openable and with good flyscreens. It sounds like the rooms are set up more like a hotel where there is often no fresh air and you are dependant on the a/c running all the time.

I know this doesnt help in getting anything actually changed, except I am hoping that as a guest with plenty of great reviews you will see that one bad host review will not harm you as much as you might fear. For me its all about good and respectful communication.

So yes, be cautious and try to pick experienced hosts and places which cater to your needs. Good luck. 🙂

[Jeff2013]

I have listened to many people saying the same.

[Linda-and-Peter0]

@Victoria2325

I am sorry to read about your unhappy experience.  This is such a difficult situation to handle from both sides.  In my experience if do not see eye to eye with a host, its best to agree to disagree.  Come to an agreement to terminate the booking, meeting each other halfway in terms of payment.  Find another place to stay, hopefully with help of the host.  What is most concerning for me is that you felt unsupported by Airbnb.  That should not happen.  I hope that Airbnb will address this.

[Patricia2526]

Hi @Victoria2325  Thanks @Elisa 

I’m sorry to hear about the difficulties you’re experiencing with your Airbnb host. Given that you have documented communication in Airbnb’s messaging system where the host agreed to air out the room.

I suggest to Contact Airbnb Support again and provide them with the documented messages where the host agreed to air out the room. Explain the subsequent accusations and how they contradict the initial agreement. Airbnb’s support team can mediate and help resolve such disputes.

Hope you can work towards a fair resolution to the issue.