payout not received after guest no show with strict cancelation policy

[Ernest771]

I’m incredibly frustrated that, once again, I’m forced to raise a complaint about Airbnb failing to uphold its own host policies.

A recent guest failed to arrive during the agreed check-in window and only messaged me a few hours before it closed, saying: “Hey, I will check in tomorrow.” This was not acceptable. My check-in window ends at 11pm, and after that, the keys are no longer available. She gave no prior notice, and I was not in a position to accommodate a next-day check-in.

I explained to her that the property would be unavailable due to her no-show, but she refused to accept this. I contacted Airbnb, and they confirmed—both verbally and in writing—that I was within my rights to cancel the reservation and that I would receive my payout.

Despite this, I went out of my way to help. I offered her an alternative property via another landlord for the following day and even arranged for someone to meet her and escort her via taxi to the identical nearby listing. She declined. After reiterating that she had missed check-in and should take the alternative accommodation, she refused again and contacted Airbnb.

Airbnb then waited until 3am—while I was asleep—and cancelled the reservation, penalised my account, and issued her a full refund. Now, all my payouts are frozen. This is unacceptable.

Has anyone else experienced this?

The advisor I spoke to today, “Afnan,” said he couldn’t reverse the decision because the guest messaged me 3–4 hours after the missed check-in saying she’d arrive the next day. Even though I never agreed to this change and was physically unavailable (I was catching a flight), Airbnb seems to think it’s fine for a guest to unilaterally change my check-in policy without notice.

Two previous advisors confirmed in writing that I was in the right and that I would be paid. This inconsistency is disgraceful.

I’m now considering legal action. Does anyone have experience launching a court case against Airbnb for breach of contract or failure to honour host protections?

[Mike-And-Jane0]

@Ernest771 

I am with Airbnb and the guest on this one. You were able to arrange a person and taxi to take the guest to another property but they couldn't just check her in to the original property?

All sounds very dodgy to me.

As a guest I would expect to be able to get in a day after my reservation if, for example, my plane was delayed by a day. It would actually be different if I expected to be let in at say 4am.

I remember, as a host, we had a French guest whose flights were horribly delayed. She, however was brilliant, kept me informed of her 3am arrival (while offering to go to a hotel) and so I just set the alarm for 2.45, had a sleep and then let her in. Perhaps this is why we achieved higher review ratings than your listings.....

[Ernest771]

Hello Mike are you always this cocky and offensive when trying to help people or do you just get satisfaction from boasting about how great you think you are? The guest missed her flight 12 hours before check in.. she could have informed me or responded to a previous message asking what time she would arrive. As I do not live near the property it was impossible for me to “set an alarm and return 28 hours later”. As per my lease agreement after 11pm my keys can not be left in a lock box and the check in will be marked as a no show allowing the landlord to take control / occupy the property. I also had to catch a flight with my family the next day so all I could do was attempt to arrange an alternative available space next door. Very reasonable considering my strict cancelation policy states the obvious. Thanks for your offensive message accusing me of being dodgy.. super helpful on such a difficult time for me and my team! 

[Mike-And-Jane0]

@Ernest771 I see you run a property development business. Perhaps you need to return to property developing and leave the accommodation business to those willing to run it properly.

Sorry but if you are renting a property where your lease defaults to cancellation at the witching hour of 11pm then issues such as you describe are going to happen. It is inevitable that guest's travel plans will go awry and decent hosts will be able to accommodate this.

[Patricia2526]

Hi @Ernest771 

I’m curious why it’s not possible to leave the keys in a lockbox after 11 PM? Some travelers, like myself, have experienced extreme delays, once my flight was delayed for almost 24 hours! Fortunately, I informed my host in advance and was able to check in the next day without any problem.

Having a lockbox or self-check-in option available regardless of the hour could be a huge help for guests who encounter unexpected delays, late-night arrivals, or travel disruptions.

[Ernest771]

The problem is 1 lockbox has been stolen recently and another broken into.. late at night. So my landlord doesn’t want keys in the lockbox. If the guest had informed me previously I would have made alternative arrangements but she did not communicate until the check in window was nearly over. I also had a flight to catch and the owner had the spare key. The owner noticed the no show and continued with his property as if nobody was coming.. at that point I’m on my flight.