Support Failure & Tenancy Risk

[Jim399]

10-Year Superhost (4.99★) Facing Statutory Tenancy Risk—Airbnb Safety Refusing to Act on Vendor Harassment & Overstay Warning

Has anyone else experienced fragmented, AI-scripted support loops from Airbnb Safety when reporting an active long-term guest overstay risk?

We are 10-year hosts with a 4.99★ rating, currently facing critical legal and financial exposure due to a bad-faith long-stay guest. Despite repeated warnings to Trust & Safety regarding intentional tenancy/occupancy leverage, Airbnb refuses to take preventative action or lock the backend reservation date prior to checkout.

The Core Safety & Legal Issues Ignored by Airbnb:

• Vendor Harassment & Interference: The guest severely harassed and obstructed our professional cleaning team while performing their duties (a clear violation of house rules and local workplace protections).

• Rejection of Impartial Evidence: We submitted an official, third-party complaint filed directly by the cleaning company detailing the guest's abuse and dishonesty. Airbnb Safety has refused to accept or act on this official report.

• Support Bouncing & Inaction: Case management has bounced between over a dozen unpreprate agents in General Support and now with ineffective Safety Team member with scripted, automated replies. Rather than executing an administrative date adjustment or cancellation to protect the host, support is directing us to "wait until after she leaves" and negotiate payouts retroactively across secondary teams leaving no host protection.

By stalling and siloing this file, Airbnb is exposing us to severe statutory tenancy risk, financial loss, and ongoing property exposure.

Questions for Experienced Hosts:

1. How have you successfully forced Airbnb Safety to take ownership of an active overstay/tenancy risk before checkout occurs?

2. Has anyone successfully compelled Safety to accept and review an official third-party/vendor harassment report?

3. What is the fastest escalation path to a human Safety supervisor when frontline support stalls in scripted loops?

This case requires immediate, senior-level Safety intervention and a backend calendar lock—not post-checkout general support delays.

[Mike-And-Jane0]

@Jim399 I am not surprised you are struggling with Airbnb support if this is how you communicate. It is really not clear what the issue is nor what you want Airbnb to do about it.

Also to claim that one of your suppliers is impartial is a bit rich.

[Jim399]

Hmm, fair enough. Thanks for your bluntness. We'll simplify.  We feel it's impartial BUT good point as perhaps it's a bit too strong of claim for Airbnb and for most. It's  an official workplace safety incident report that was submitted to us directly by the cleaning vendor without any solicitation by us. Again, we'll simplify the case. We were just wondering how Airbnb and other hosts had dealt with a situation like the one we're facing. 

[Emiel1]

@Jim399 

Your account does not show the superhost label.

But it resolves into an account called "James" ?

https://www.airbnb.com/users/show/59499313

Something is unuseal here.

I agree with @Mike-And-Jane0 , your posting is complicated and the average Airbnb support agent will not understand your issue. 

[Jim399]

Ok, thank you. It is complicated. We just lost our Superhost Status on July 7th but only due to that we had not rented on Airbnb in the last 3 months and were renting via another platform. We'll try to simplify the issue but it's not simple. 

[Frances3408]

@Jim399 . Is the overstay guest still there or is this post about AIrbnb's handling and policy shortcomings only? Time for some tough love.

Not sure what you think Airbnb can actually do about overstays. I expect if you did get an actual senior support (ie a real person) they would no doubt tell you its now a civil matter. There is an excellent article in Host Guides warning about Long term stays and their short comings, especially when Airbnb no longer provide a mechanism to take a security deposit. It's a minefield.

I see you have closed off your calendar for the next month or so. Have you also adjusted your settings to not permit long term stays? I dont know all the circumstances as your post isnt clear, but If it was me give some serious thought to clearing (blocking) your entire Airbnb calendar for now and cancelling that reservation; not waiting for them to do it.

Control your calendar and switch off Instant Book; that way any guest wishing to extend their stay still needs to ask- plus you dont need Airbnb to lock back end reservation date. And Airbnb is not pro active in anything once a stay commences in my experience.

Good luck.