I was told by Airbnb reps (4-5) that there would be no “punishment for cancellations” if I called Airbnb customer service and they made the cancellation due to a guest that was not a fit for my cabin. These included smokers, pets, oversized groups, guests wanting events, guests wanting to film movies on the property, etc.

Has anyone also noticed a severe decrease in customer support (now called customer experience) on Airbnb since 2019? Do you get the “I am sick or leaving the office for two days and will call you back then” line over and over? Then they send a message a week or two later asking to close the case… with no efforts to help on the issue… or any kind of acknowledgement of the questions or exact issue you asked? Please let me know. I need to know it is not just me feeling more negative about Airbnb.

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