Hello everyone,
I am an Airbnb host with the Costa Collection, and I recently faced a frustrating situation for which I seek advice from the community. A guest booked my property for a twenty-day stay, using reservation code HM28ATTY9E. The booking was made last minute, and upon arrival at 3 PM, the guest inquired about a place to dry clothes after returning from the beach. Upon checking in, the guest noticed that the studio apartment does not have a balcony, a detail clearly stated in the listing. When the guest asked about smoking options, I informed her that smoking is prohibited on the property. Subsequently, she requested a full refund and cancellation, which I explained was not possible after check-in, advising her to contact Airbnb support regarding payments. The guest then manipulated the situation by sitting on the sofa with sand and submitted a photo claiming the room was handed over in a dirty condition, leading to her request for a full refund based on cleanliness. She canceled her reservation, received a full refund, and left a one-star rating the next day. My attempts to appeal for review removal were rejected twice.
What’s even more disappointing is that customer service only considered the guest’s side of the story even though its absolute lie, completely ignoring the harm caused to us. I find this approach to be self-centered and inhumane.
Has anyone else experienced something similar? How can I escalate this issue and get Airbnb to reconsider my case? I would greatly appreciate any advice or help!
