In my 10 years of hosting on Airbnb, I’ve welcomed hundreds of guests from all over the world. I’ve hardly ever canceled a booking—ever. Every guest, every stay, every story has helped shape who I am as a host. I’ve learned that no matter how much we prepare, sometimes we’re faced with difficult decisions that test our values.
Today, I had to do something I’ve never done before: cancel a booking at the last minute. It broke my heart. I know how much it disrupts a guest’s plans, and it’s the last thing I ever want to do. But as hosts, we carry a huge responsibility—not just to provide a clean, comfortable space, but to ensure that trust flows both ways.
Here’s what happened:
My cleaner had finished up and left around 1:30 PM, and shortly after, the guest accessed the apartment to retrieve the key card. The check in time was at 3pm but I let the guest drop bags during the cleaning time frame. I wasn’t informed they were entering the space ( it was okay, no worries), and when I arrived at 2:15pm to do a final check, I found wet paint footprints tracked from outside across the floor.
When I asked my guests about it, they said the marks were already there. That moment hurt—not because of the mess, but because of the honesty I rely on.
It’s never been about asking for extra cleaning fees. In fact, I would’ve gladly cleaned it up myself (and I did) because that’s how much I care about giving my guests the best stay possible. But when I felt something was off, and the truth wasn’t being shared, my gut told me this might lead to further issues—perhaps a bad experience for the guest, an unfair review for me, or trouble for future guests.
So I made a call I never thought I would: I contacted Airbnb, explained the situation honestly, and made the difficult decision to cancel.
That said, I also want to acknowledge this: overreacting or overthinking isn’t good either. As hosts, we walk a fine line—we care deeply, and that care can sometimes tip into worry. I had to take a breath and really ask myself, “Am I reacting from fear, or from a place of protecting what matters most?” In this case, my heart told me that integrity and trust had to come first.
Trust is the foundation of hosting. When it’s broken, even in subtle ways, it becomes hard to move forward with ease and confidence. If the situation had been explained openly, we absolutely could’ve worked through it together. That’s what I always hope for—collaboration, not conflict. Communication, not confusion.
Even after a decade of hosting, I’m still learning. I’ll always strive to respond with fairness, not fear. To care deeply without letting anxiety take over. And I’ll continue to create spaces where both guests and hosts feel safe, heard, and respected.
To my fellow hosts: follow your instincts, but balance with compassion. Protect your space, but also protect your peace. And remember—we’re not just offering homes, we’re offering trust.
Sarah
