r/AirBnB

I don’t really know what to make of the situation since there were no curfew for this property. I was at a horse show and snapped my humerus in half and pretty much was at the hospital all night. They had to cut off my show shirt so I came back in a hospital gown and that was why the police said they came. We were told they were called because the host didn’t recognize the car and a man rushed a woman inside with a hospital gown, even though I could hardly walk without pain. The host said they saw it on a security camera but we didn’t know of one even being outside on the front of the property. That didn’t matter as much as weirded us out they called before sending a message asking if it was us as we used the same car the whole trip. Also that they were checking at 4am. Other than that the host was very nice and understanding so I don’t even know what to do about the situation. I just got a message they left a review and I’m honestly worried it’s going to be bad as I only use Airbnb. Should I contact Airbnb or leave a slightly negative review? It’s been a couple of days since the incident but I had to have emergency surgery the next day. I’ve never had an incident like this before and hope to never have it again

Edit: as many have figured I’m still very lethargic with the pain medications so I’m adding important details I left out that others have mentioned

- it was a standalone house
- I did reach out to the host afterward to apologize for the scare, explain the situation, and ask about why she called the cops but never received a response
- I only worried about the review on my part from seeing she reviewed me
- I didn’t reach out to the host beforehand as when I fell I hit my head and was more focused on if my horse was ok/I thought I was being kept overnight
-I was told by friends to write a bad review so I wanted further input on if it was necessary
- I actually only got mild pain management at hospital one so my more upset response came from still feeling bones moving when I had to go to see the police

As of now I’m probably foregoing a review because the host realistically was just concerned. I just wished she had responded to me after I had reached out and I don’t see any harm in not reviewing as I was hardly on the property to begin with.

I’m traveling internationally to Hungary and need to check-in via TMRW Apartments app, which requires scanning passport. For what its worth, the listing has a ~4.7 aggregate rating across 15 reviews, and the host is a superhost.

Also worth mentioning is the TMRW Apartments app has little to no reviews, so it’s difficult to verify its legitimacy.

Was just curious if anyone has seen this before? Is this legitmate and common? Thank you!

My wife and I are currently staying at an Airbnb in a Eastern Europe country (part of EU). The listing explicitly included a dryer and a dishwasher as part of the amenities. However, when we arrived, neither was in the apartment.

I immediately contacted the host, and the conversation went like this:

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Host: "There's no dryer or dishwasher in the apartment. Can you provide a screenshot of where this is stated?"

Me: [Provided the screenshot]

Host: "We have 15 apartments in this building. Does this information apply to apartment Y (the one you booked)?"

Me: "I took the screenshot directly from my reservation's listing, so yes, it is the same apartment."

Host: "It is possible that the information on the platform is not displayed correctly.

After a few minutes and i did not respond...

Host: "I assume that some kind of template is used, and because of this, these options were set by default."

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I decided there was little point continuing given the way he is responding.

Why this rubs me the wrong way:

- Instead of checking his own listing for the apartment I am in, he made me do the legwork to prove it.

- He completely deflected and blamed the platform for "displaying info incorrectly."

- He blamed it on a "template," but isn't it entirely the host's responsibility to ensure their listing is accurate?

- No apologies, nothing. I obviously asked because I booked it due to the dryer (and needing to do laundry)

- All the apartments in this building are actually quite different, so there really shouldn't be any confusion on his end or my end.

- Zero apologies and takes no responsibilities, just excuses and blaming everything else.

My Dilemma:

We checked in 3 days ago and are leaving soon. I just checked the listing again, and it still lists a dryer and dishwasher in the amenities.

I am baffled by how this host maintains a 4.98 rating. I want to report this to Airbnb as this is NOT okay both in terms of inaccurate listing and the attitude, but I am hesitant because I don't want a retaliatory bad rating from the host once he knows if/when I contact Airbnb. As a guest, I can't see my exact rating, but I am pretty sure I have 5 stars and I want to keep it that way.

What is the best way to handle this? I'd appreciate any feedback from those in the know. He is seriously rubbing me the wrong way.

TLDR AT BOTTOM

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We arrived Saturday the 16th, and after the first night I noticed a few itchy bumps on my arms. They were larger, so I thought it could be a spider. I have no experience with bedbugs so ignorantly it didn’t cross my mind. Well I showed my husband, who looked it up and said they appeared to be spider bites and we left it at that.

Well a few days later I notice there are now MORE bites. Then I get freaked out and look it up but they don’t look like the pictures. Just in case, I looked up how to check for them and YEP, BEDBUGS. I have sent the Airbnb host the images of bugs and my bitten swollen arm, and he has acknowledged them, but only offered a refund for my last 2 nights.

I find this ridiculous? I unknowingly slept in a bedbug infested bed for 4 nights. Idk if I can include a screenshot so here’s what my host sent me:

“Yes thank you! Can’t believe this happened. I thought maybe since it’s a basement some bugs got in but those bites look serious.”

“Because your comfort is my priority, I want to give you two options for how we proceed:
Option 1: I can have the inspector come out as soon as possible to check the room. If you’d prefer to stay while we figure this out, I will do everything I can to make the process smooth for you.
Option 2: If you feel uncomfortable and would prefer to find alternative accommodations for tonight, I completely understand. If you choose to check out early, I will happily refund you for the remaining nights of your stay so you can find a comfortable place to sleep.
Please let me know what you prefer, and I will update you the second I have the exterminator's arrival time locked in. Thank you again for bringing this to my attention.”

——————

I certainly couldn’t wait around all night for an exterminator so we had no choice but to leave and book an expensive hotel.

Of course, we dried every bit of clothing at a high temperature before wrapping in trash bags and storing in our suitcase. We took all appropriate measures to not spread them through linens.

So it’s now almost 1AM, and I responded that we left, but that I would reach out in the morning to discuss an appropriate resolution. Will my leaving be perceived as agreeing to Option 2? I want a full refund. I’m disgusted. I don’t think it’s fair that because I didn’t notice immediately, I have to pay for the other nights.

TLDR:
I didnt realize my symptoms were bedbugs until 4 nights into my 6 night stay. Can I still be refunded for the entire trip?

ADVICE PLEASE and thank you in advance.

I’m not sure what time Airbnb drafts their payments, but if it’s before 8AM when I can call my bank it may decline. This was a zero dollar down booking too, so that makes me even more nervous that the host will think I’m a scammer or just simply ghosting them. The time snuck up on me, when I realized the payment was due tomorrow my bank was already closed.

I want to reach out to the host to give a heads up in case that does happen, but I’m worried that might raise red flags with them and they’ll just cancel on me. Our stay is in a week so I really can’t lose this booking lol. What should I do?

I’m genuinely confused and hoping someone has experience with Airbnb damage claims.

Timeline:

• Stayed at an Airbnb in end of April, early May.
• Apartment remained consistently hot during the stay and didn’t seem to cool properly, which made us think the AC may not have been functioning correctly.
• Thermostat may have been lowered during the stay because the apartment stayed warm. There were NO house rules, listing disclosures, or instructions about minimum thermostat settings or warnings that lowering the temp could damage the HVAC.
• We checked out Sunday.
• Host didn’t contact us about HVAC damage until Tuesday.
• Host requested ~$4,472 in damages, claiming lowering the thermostat froze the system.

I disputed it.

A few days later, Airbnb emailed me saying (I have screenshots):

“After reviewing all available information, we determined that guest responsibility could not be substantiated… the listing did not include thermostat restrictions or warnings, setting the thermostat to 55°F is a standard residential option… the charge will not be applied to your account.”

I also contacted Airbnb support afterward and was again told I was NOT responsible and that I would not be charged over Airbnb messages. I also have screenshots of this.

Then later:

• Airbnb timeline showed money was owed.
• I appealed and attached the emails and messages saying I wasn’t liable.
• Airbnb denied the appeal and now says 55°F was “an excessively low temperature” and contributed to the malfunction.
• No new evidence was sent to me.
• No explanation was given for why Airbnb changed from “55°F is a standard residential option” to “55°F was excessively low.”
• They now say my debit card will be charged June 3.

My questions:

• Has anyone had Airbnb reverse a determination like this?
• What can I do from here?
• Can Airbnb charge after explicitly saying “the charge will not be applied to your account”?

LAST UPDATE: WE ARE NOT BEING CHARGED

Got this email:

First, I want to acknowledge how frustrating this experience must have been — receiving conflicting information about a closed case is not the standard we hold ourselves to, and I'm truly sorry that happened to you.

After a thorough review of your case and all prior correspondence, I want to reassure you: no payment will be pursued in connection with this reservation. The original determination stands, and you will not be charged.

In cases like yours, your voice genuinely matters. The feedback you've shared helps us grow and improve the experience for every guest in our community — and we don't take that lightly.

We're grateful to have you as part of the Airbnb community.

We hope this brings the matter to a close, and we look forward to supporting many more positive experiences for you ahead.

 Please don't hesitate to reach out directly if there is anything further we can do.

My host and I agreed to 1000 off my remaining balance due to a bedroom room not having a functioning air conditioner and no proper ventilation last night.

Today, he sends me this message, “Thanks again for working through this with me respectfully.
To make the concession manageable on my end, I’d prefer to apply the agreed $1,000 as credits toward the remaining payments rather than restructuring the full reservation retroactively.
My plan would be:
- $500 credit sent to you after the next payment
- $500 credit sent to you after the final payment of your stay
That keeps everything simple and documented properly moving forward.”

I then asked him if he could just change the payments on air bnb, and he said this “i can’t do that due to limitation on AirBnb. that would change the reservation details on their end and trigger a reapplication of booking fees that is neither good for me or you.”

This seems wrong, because I already extended the stay a while ago and that seemed to be no problem to changing the reservation details. What should I do?

We showed up to the property at check in time at 4pm and the host said oh by the way you will need to wake up at 6:30am to move your car tomorrow because they’ve been doing construction on the road in front of the house and they close the road off. We asked how long he’s known about this and he says a few weeks.

He admitted there was nothing in the listing about it and his house is “nice” so he won’t give us a refund. I got his admittance of knowing and failing to tell us, official documentation from the government stating they were doing construction that day and time, and photos of the site since the workday stops at 3 and we missed that day.

The host was an asshole and lives in the house so we didn’t feel safe sleeping under the same roof and decided to go home. We also couldn’t afford a last minute hotel in an expensive city on top of the cost of the air b and b.

Air b and b told us to take photos of the construction so we did. Then they said get official documentation of the construction so we did. Now they’re saying we need to take a video at 6:30am which obviously we can’t do.

They keep asking for more and more, and I feel like even if we did have the video they’d ask for something more. We’re trying to dispute the charges on a credit card but we booked this back in February.

We don’t know what else to do. The listing promised a “quiet and relaxing neighborhood” which obviously is not true. The host knew this and didn’t tell us at any point or update his listing. Does anyone have any advice?

i asked my host if it was ok to keep my bicycle in the room as a common courtesy. i asked her if it violates anything that may not be in the house rules. obviously if its not in the house rules it’s not a rule right?

She responded to say “it’s not ok”. I don’t know how to best respond to keep things cordial but to get what i want.
“What does this violate?”

”I have been storing my bike indoors, what are the consequences?”

I have already been storing my bike indoors for several days and she has security cameras.

We are in the middle of long term 2-4 month stay as we are having our home worked on. Needless to say, we brought a lot of stuff over here to make it feel like home.

On Friday, we noticed roofers in the area about to work on the townhomes we are staying in. Today they started working on the home we’re in and it’s… loud. It’s affecting my work due to the sound since people can hear banging, my toddler can’t sleep, and it’s simply just not peaceful when we’re paying almost $8k per month to be here. I can’t simply leave and find a new spot at this point, but money doesnt really fix this issue either but it’s the only thing that will make me feel a little better about it. Any suggestions?

We're in the middle of a 6 day / 5 night stay in Quebec. We specifically selected this Airbnb because of the private sauna. It is heavily marketed on the listing, both in the overall summary ("Your very own spa - relax with the outdoor shower and sauna"), as well as in the description. We reported the broken sauna on the first morning, and it hasn't been repaired and won't be repaired before our stay is over. What would be appropriate compensation?

The host is offering about 10% of our overall stay back. This seems pretty low, and we paid almost double for this listing, compared to comparable listings in the area (without saunas). I appreciate any suggestions. Thank you.

We were at the beach in a smaller city in Spain. We got locked out of our Airbnb after our stuff was stolen. We had left our phones and valuables in the apartment (to avoid being stolen) but we lost our keys and had no access to our phones or apps. Walked 45 minutes to the National Police station, explained the situation, and then spent HOURS calling Airbnb support from borrowed phones.

The first two agents were at least nice, but both closed the ticket because I “wasn’t responding in the app” despite me repeatedly explaining I did not have access to the app!!! First agent explicitly told me he understood the situation and would call back when he heard from the host.

Third agent was genuinely unbelievable. Asked me to login to the app over and over again, refused to transfer me to a supervisor or another agent. Said there was nothing he could do without logging in to the app. He was incredibly rude and refused to provide a full name or employee number. If you’re in an emergency situation with AirBnB their (presumably contracted and subcontracted) staff are not accountable in any way.

All three agents told me completely different things, none actually helped, but all agreed they were not going to just give me the host’s number, no matter how much I asked.

At this point it had been hours, and the police officers told us they were prepared to break down the door to the apartment because my girlfriend was stuck at the police station in her bikini at night and nobody from Airbnb would actually help us. One of the police officers even tried contacting Spanish Airbnb support herself and eventually gave up and started swearing about how useless they were.

We are about to go with the police to force entry into the apartment, but we decide to try calling one last time. On the FOURTH call, a different Airbnb support worker simply gives me the host’s phone number. I call him. He answers on the FIRST RING. Comes immediately and lets us in. Bless him.

And here’s the best part: the host tells us Airbnb had NEVER contacted him. Not once. The previous agents had all implied they either couldn’t contact him or were trying to. So I suppose they were all either incorrect or lying.

So apparently the simple solution existed the entire time and we just had to roulette-spin support agents until we found one willing or able to do the most obvious thing imaginable. That we had asked for over and over again.

I genuinely do not understand how a company built around travel accommodation has no functioning protocol for what to do if you lose access to your keys and your phone.

Never using this stupid app again. Back to hotels.

Has anybody had any success getting restitution for things like this from AirBnB? If I complain enough? I would love some amount of accountability for forcing my girlfriend to sit half naked wrapped in a blanket in a police station for hours.

EDIT: Couldn’t access my Airbnb account from another device because I needed my phone for 2FA.

I am currently in a basement apartment for an eight-night stay. The place is well rated, clean, good kitchen items. There is only one issue - there is a water heater on the other side of the bedroom wall at a constant low-grade rattle. It becomes louder and disruptive for several minutes at a time (it woke me up yesterday morning at 7:45am) when the family upstairs uses water.

The host checked on the heater, agreed it gets louder with use, but didn't say anything about a fix. She said they would avoid water use after 9:30pm but couldn't do anything about the morning. She suggested I use ear plugs or a white noise machine they provided.

There is nothing on the posting about this issue. The louder mechanical stuttering is impacting my sleep in the morning and now the low rumble is testing my sanity.

I am thinking about leaving but I need the place for its proximity to a workshop I'm attending. What is best way to handle a refund? I was thinking 25% but am wondering if it should be more. I tend to lean on the understanding/peacemaking side and don't want to ask more than is fair, especially if I endure the noise and stay here. Thanks for any suggestions!

Edit: Thanks to a few commenters for the clarifications that a refund is only if I decide to leave. This doesn't seem quite fair, as I can't afford a last-second alternative in the area. Strange that there isn't a solution for "this is definitely not what I'm paying for". Is this hotel brain?

Last October a guest wrecked my kitchen. Broken cabinet door, deep scratches across the countertop, and grease stains on the ceiling that I still can't explain. I filed a claim through the Resolution Center with all the photos I had and they denied it. Their reasoning was that I couldn't demonstrate the damage wasn't preexisting.

The infuriating part is that I did have before photos. But they were buried in three months of camera roll, taken at random angles, mixed in with pictures of my dog and grocery lists. I couldn't find half of them, and the ones I did find didn't match the angles of my after photos so you couldn't really compare anything. I was furious at Airbnb for about a week before I had to admit the real failure was mine. So I went kind of overboard building a documentation system, probably because I was still angry and wanted to channel it somewhere.

My cleaning crew now uses a laminated checklist with specific photo points for every room, same angles every single time. They also do a narrated walkthrough video where they say the date and booking number out loud, and everything goes into a Drive folder organized by booking. Getting my crew to actually follow this was its own ordeal. My lead cleaner kept "forgetting" the video for the first three weeks until I told her the walkthrough was now part of the paid turnover rate, not extra unpaid work. That fixed it immediately, which probably says something about how I was managing before.

In January I had a guest stain a sofa cushion, about $380 in damage. I had perfect before and after photos this time but still spent close to an hour matching them up, writing a timeline, pulling the original purchase receipt from email, and formatting everything into something the Resolution Center wouldn't instantly reject. It felt absurd that the documentation was finally solid but the assembly was eating my whole evening. I ended up feeding all the raw photos and notes into an AI tool called MuleRun that assembled everything into a single PDF I could attach directly. I still review the output line by line before submitting because no tool gets every detail right, but it cut the work down to about fifteen minutes of checking instead of an hour of building from scratch.

Three claims filed since October, all three approved. About $2,800 recovered total including a March claim for a broken window latch. I'm not saying the Resolution Center is suddenly fair or that hosts aren't getting screwed on this platform daily, but the one thing I could control was making my evidence impossible to argue with. What still frustrates me is that I had to eat $1,200 to learn any of this. Every hosting guide says "take photos before each stay" like that's sufficient. Nobody mentions consistent angles, narrated video, organized folders, or how to actually compile evidence that holds up when support is looking for any reason to deny you. The whole process feels designed to exhaust you into giving up, and before that kitchen incident, it was working.

Hi all,

I woke up this morning and at around 9am I had a notification from my host to say my stay had been cancelled. No explanation from them, just apologising that I felt the need to cancel, the catch? I hadn’t cancelled.

I then found out this was cancelled by Airbnb.

Airbnb automated responses can only give me forums to read on why stays are cancelled, nothing about a potential serious technical issue that is causing many stays to be cancelled. I have opened a chat with customer support but they haven’t replied.

My host explained that they are experiencing major difficulties meaning that bookings are being cancelled and Airbnb is treating this with “immediate urgency”

My trip is in less than 14 days, and I had to rebook another urgently which put me out of pocket an extra £300, but now I’m worried the same will happen to this booking too!

Has anyone else experienced the same? I also received £125 credit to spend on future stays and a £20 coupon as a token of apology.

We checked into the Airbnb apartment in Manila that seems to be recently renovated: film on the TV screen, transport bolts in the washing machine, kitchenware not assembled, paper holder bolted upside down, etc. I am fine with that and do not have a problem flipping the paper holder around.

However, I noticed that the ELB test button on the water heater does absolutely nothing. Now, it's not just a minor inconvenience, but is a safety concern, especially given the patterns of other cut corners.

We genuinely do not feel safe taking hot shower here. At the same time, I do not expect the host to genuinely understand the problem. The water is flowing, it's hot, installed by an electrician. What button? What ELB? "It's OK, sir".

Am I being picky? What approach would you suggest to address this with the host? Can I expect Airbnb to recognize the issue and help?

I had an issue with an Airbnb self check-in. The system is too complicated, and the host is in another country and was not actually talking in a proper way (eg. the system works, it is your problem). Therefore, I have been locked out for 2 hours before I managed to get inside after a long travel day. The Airbnb customer service is aware of the situation and all I got is a-13 euro lunch as compensation. Honestly, I feel not happy and disrespected with the whole situation and the way of communication with the host. What should I do?
Plus, I would eventually end up with a bad review from the host who already gave a false information that I didn't inform her about my arrival time (which is not true and already exists in previous messages).

Just had a Host cancel for no reason 1 day before our trip, and of course AirBnB just says too bad for you. Is this normal? Why are hosts allowed to do this? No reason was given and they have 2 new ones that just popped up in the same area, 0 reviews but more money.

I have booked a AirBnB and it's max occupancy is listed as 14. It doesn't specify how many adults and children. Originally when I booked, I said 9 adults and 3 children would be coming. I messaged the host to let her know 2 additional adults will be joining, so a total of 14. She got back to me today saying this exceeds the max occupancy, as one bedroom is meant for kids. There are 5 bedrooms, 3 have king beds, 1 has a queen, and 1 has bunk beds. Nothing says the bunk beds has to be occupied by kids. Do I have a case here? She is asking if I want to cancel or keep this AirBnB. Otherwise the 2 new guests will have to find a hotel room nearby. Ugh.

I’ve never seen more glowing reviews. 200+ all 5-star reviews. Guest favorite. Hosts are extremely nice. Not a single review mentions that the rental is 30 feet from a road. I’m lying here at 5am listening to cars passing every minute. I’m stunned.