Horrible Guest Requested a Full Refund over a Lie


On August 17, guests had to leave early due to their car breaking down, but they wanted a full refund. They took pictures of the tiled ceiling and plastic-steel windows frame. There was some black color, old sealer and dust. They said it was black mold and threatened me using rude words. I explained to him that I would like to deep clean it, but guest did not listen to me and left the next day. Then they sent me a request for a full refund.

I reported this to an Airbnb representative right away. She told me I didn’t have to give a refund due to the guest choosing a non-refundable method to take advantage of an extra 10% off. After I got the email from the Airbnb resolution center about this guest’s request, I called an Airbnb case manager and she confirmed it was my right to choose whether to give a refund or not.

A month later, I got another case manager getting in touch by email. He totally stood with the horrible guest and charged me $940 from my account. He did not listen to me and did not have any professional proof. It was unbelievable. Airbnb blocked my property for 10 days, and caused me to lose $940 in revenue. I have to suffer horrible guests bullying me and no one can protect innocent hosts.

Such a nightmare with Airbnb. Who can I reach out to fight against the second case manager’s decision? Thank you in advance.

Airbnb Customer Service is Filled with Liars, Plain and Simple

My boyfriend and I were looking to book a place for two nights. I was booking this through the Airbnb app. After maybe four attempts, my card kept getting declined, so I said to myself, “okay, I’ll try again tomorrow.” I woke up the next day, and my card was charged. I checked my emails and there was no confirmation of my transaction. I called my bank, and they told me that in fact I was charged by them. I called Airbnb to tell them that I was charged but didn’t receive confirmation, so I’d like to cancel and re-book. I decided that I wouldn’t book at this place, so we booked another place. After several phone calls, talking with various different representatives, and receiving different answers, I couldn’t get anyone to locate the payment. I called my bank; they told me to wait 15 days, and then to open a claim. I did this, and visa returned my money within 2-3 days. I just received a notice in the mail that the transaction had been reversed. They still want me to pay the amount, even though we did not stay there, did not confirm the booking, and received no confirmation of this transaction, other than my bank confirming it. Airbnb went on to deny that I contacted them, even though I have many emails between myself and them. I don’t know what to do about this anymore…

Landlord Tried to Rip me off, Airbnb Supported the Hosts

I stayed six nights in a studio in Paris; everything went well. I was there on business and just rented the studio for a shower and some sleep, nothing else. As the landlord was travelling at that time, I took the keys from an Indian restaurant, and left the keys in his mailbox; we did not even met. I checked out and headed to the airport. At the airport, I received a text from her, asking about a 10 cm/4 inch scratch on the wall. I answered that the spot was there when I checked in and I was not the cause of this incident. Later, she reported and opened a case through Airbnb, asking for a refund of €130 to paint the wall. The studio was about 30×322 square meters and that amount required for payment would cover almost the whole house. She tried to rip me off.

I responded with the truth, saying that I had no part of making the scratch. Airbnb went through this request and charged me €38 for only the materials she requested. The required material was reported as 10 L of paint and a long list of materials attached to it… though the 10-cm scratch was up for debate. Airbnb acted as a judge, never listened to the guest, and was only keen on fulfilling the request coming from the landlord. I strongly advise you… you have to be very careful while making reservations, and checking in and out. Some things might happening after check out that are not your responsibility.

Airbnb might be rich from supporting this landlord’s scam but I am not that much of an idiot. They claim that there is an insurance policy for the premises in the event of damage: it never worked, a complete lie. Airbnb is too risky to anyone if your landlord has some strange kind of attitude. That’s not worth it. Open your eyes and consider some other options for accommodation.