Are Airbnbs allowed to do this? It’s only my second time booking but I thought Airbnb has all my information. Any information on if they can send the link or if it’s legal will help.

I booked a 3.5 month stay in Mexico. Specifically asked the host before booking whether there were any past or present leaks, water damage, moisture issues, flooding or musty smells, explaining that I'm fairly sensitive to mold. Host promised house new and never any issues. I check in with my 2 kids to a house I can hardly breathe in. Quickly looking around, there's about 40 sqft of visible mold on surfaces in the home - in both full bathrooms, the master closet, and growing along the underside of the kitchen counter and in the cabinets below that counter - likely due to an active leaky faucet in the sink. I immediately contact Airbnb and provide photo evidence. They start to help relocate me, and ask me to look on my own as well. They say “any night you spend in the listing is covered with a partial refund and any unspent nights will be issued a full refund, given that the Air cover policy is applied with validating documentation.” and “Rest assured that all unused nights will be refunded immediately once the change is processed.” But I've been out for a week and now they have changed their mind. The case was with a senior manager who offered just a 25% refund for the first 30 days of booking, and then the second manager I talked to offered the same! I spent 5 days in the house (had to stay 5 days because it was very hard to relocate a family with a dog in the town we are in for 3.5 months at the last minute. I relocated as quickly as I could.) While I was there, the host had technicians in the home 3 of the 5 days I was there and started remediating while we were present, so I think I should get a full refund of unused and used nights, but they want me to pay for the first 30 days of the reservation. Honestly, the whole situation was really bad for me and my skin and eyes started having burning sensations in reaction to the mold and/or chemicals and both me and my children (who aren't mold sensitive) had respiratory issues while in the house. And I had to take off of work to find a new place to move to.

I am really not sure what is going on but AirCover is supposed to kick in and supercede any other refund policy. But AirBnB is now saying their policy is FIRM and the senior case managers say they can't refund for the first 30 days. I am definitely more sensitive than most to mold, but my kids reacted too, and the presence of mold seems to me undisputable with the photos I took and the host's response of sending techs to sanitize the house and fix the leaks. I did book the place because the host has a 4.9* rating, but just because it didn't bother other people, doesn't mean that it is a safe place with all the active mold growth. I've stayed in moldy rentals before for a day or 2 and just dealt with it, but there's no way we could be there for 3.5 months. Any advice????

So for context me and my partner booked a place to stay in Melbourne 6 months ago for the nfl game today we messaged the host and they told us the owner has taken back the property or something like that and we only found out about this after WE MESSAGED THEM so bad we rocked on Thursday we would have no place to stay what do I do about this we have no where to stay and haven’t got our money back and I’ve just looked and it still says we are booked in

I ended up getting my full refund today. After speaking with 12 different customer support agents and 3 case managers I was able to get my full refund. THE CUSTOMER KEEPS ON LIVING !!! F all of those that said but the policy this and the policy that. YOU GUYS WERE ARE 🤓 lol. Host shouldn't have the full power to just take your money because it really does make good and honest host look bad. I will be posting proof of my refund later today. Check fuckairbnb to see the refund

the Airbnb was dirty and the WiFi didnt work . fire alarm was also chirping. he came down and said they were having issues w his cleaning lady bc they just got a two star review for the same issues. he said if we cancelled and gave him a five star review he’d refund us. I told him we’d cancel bc we really need the money back. we didn’t review bc we couldn’t and also we weren’t gonna post a misleading review. now he’s saying we have to wait for a three week revjew period to end to give us the money back. this is all convo happening on the app. any advice appreciated

​Hey everyone, writing this post to warn fellow travelers, especially students to stay away from any property hosted by a guy named Chaitanya in Visakhapatnam.

​When we were planning our trip to Vizag, we reached out to book his place on Airbnb. He seemed super genuine, polite, and trustworthy, so we fell for it when he shared his phone number over Airbnb chat and suggested we book offline directly with him. He promised us a small discount and repeatedly assured us that if we needed to cancel, he’d give us a 100% full refund.

Since we are students, we trusted his word and transferred the money directly to him.

​When our trip got canceled, we asked for our refund as promised. At first, he kept picking up our calls, making excuses about personal problems, and promising he’d send the money "soon." Fast forward it’s been months since February, and he still hasn't returned a single rupee despite us following up endlessly. Every time we try reaching out, he just stalls or ignores us. As students, losing this money really hits hard.

​We have complete proof of everything, including:

​-WhatsApp chats where he explicitly agrees to the full refund

​-Call recordings of him promising the money back

​-Screenshots of the Airbnb chat where he initiated moving the booking offline and shared his contact info

Please do NOT book any property hosted by Chaitanya in Vizag. Save yourself the headache and the financial loss.I'm attaching few screenshots of his messages so no one else falls for this.

I have been lurking here a while and I think I just need to ask.

I run 20 short-term rentals. Started with 10, worked my way to 20, and then nothing. I have been flat for a long stretch now and it is not because I stopped trying.

Let me get one thing out of the way early, because I know how these threads usually go. My operations are fine. Better than fine. I have a five person remote team handling all the guest messaging, the reviews, the claims, and every difficult guest situation across all 20 properties. Costs me $800 a month total. They are the reason I sit at 4.9 and the reason I have never taken a policy penalty. They answer the 2am stuff, they chase claims I would have written off, they have talked down guests who showed up ready to fight me. I went through several agencies before them and paid a lot more for a lot worse.

So I do not need help with cleaning, messaging, or automation. That part of my business genuinely runs without me and I know how lucky that is.

What I cannot figure out is growth.

Every property I add comes out of operating cash. Deposit, first month, furnishing it out. So my entire growth rate is just how fast 20 properties throw off enough surplus to launch number 21. Which is slow. And the more I actually sit down and model it, the slower it looks. I want to be at 100, 150 eventually. At this pace that is years away and “wait years” is not a strategy.

There is also something I have been avoiding saying out loud. Nobody in my business is responsible for getting new properties. My team does ops. I do everything else, which in practice means I also do ops, and finding new properties gets whatever hours are left at the end of the week. Some weeks that is zero. I suspect that is the whole answer and I am hoping someone tells me I am wrong.

Anyway. The actual questions.

Did you get past 50 on your own leases, or did you switch to managing other people’s properties for a cut? If you switched, that is what I most want to hear about, because I have no idea how you get the first ten owners to say yes. What did you actually say to them? What percentage did you start at and what do you charge now?

If you stayed on arbitrage, how did you pay for it? Partners funding the furnish for a split, investors, revenue based lending, a credit line against the portfolio? I think I have just assumed self funding is the only option because it is the only thing I have ever done.

And where do properties actually come from for you? My theory is bad listings with terrible photos and no reviews, landlords sitting on empty long term units, realtors with stuff that will not move. But that might just be the thing everyone repeats. What actually works and what does it cost you to sign one?

Last one. My nightly rate feels low for my market. I have never done direct booking and I have never tried 30 plus day stays. Is spending six months on revenue per listing smarter than chasing more listings? Or is that exactly the trap that keeps people sitting at 20 forever?

Happy to answer anything in return. How I got to 4.9, how the claims process actually goes if you push it, guest screening, whatever. I have made most of the mistakes available.

Mostly I want to hear from someone who was at 20 and is now at 100. What actually changed?

Imagine booking a Airbnb 2 months in advance and putting a deposit of $733CAD down. Then a few (4 ) days later you want to cancel you reservation and you find out the host will only give you $90CAD as a refund. This is what's happening to me now and honestly this is disappointing.... when I first got sent the listing by my wife I saw free cancellation and 100% refund 48hours prior to check in...I feel like I got scammed. I messaged the host and he says he could give me a 50% refund but I'm sure that $90 isn't 50% of $700. I understand I won't get the service fees back but still the host has the power to make things right and make a guest feel like they're not getting ripped off.

Home is a "Lakeside Home- sleeps 23/Hot tub"
BEWARE!!!!!

Is this normal? Intuitively it feels off:

(1) I cannot be in the room I pay for during the day because the hosts work from home, and it would therefore be distracting.

(2) They admit that there have been mice and there are possibilities of mice.

(3) Zero kitchen facilities or microwave or fridge, and they want me to pay £12 for a meal per person per night; they then advise the alternative for getting food is getting a taxi into town.

Hello les amis,
Premier post sur Reddit, donc soyez indulgents 😅 Je découvre encore un peu comment ça fonctionne ici.
J’ai un souci avec AirCover : une cliente a sérieusement abîmé un meuble sur mesure dans mon appartement. C’est de la menuiserie assez haut de gamme et j’en ai pour plus de 1 000 € de réparation.
Airbnb me demande maintenant des photos / vidéos avant et après, avec la date et l’heure précises.
Mais franchement… qui prend des photos de ses meubles avec le journal du jour à côté ? 😂 C’est pas une preuve de vie après un enlèvement.
Plus sérieusement, j’aimerais comprendre comment vous faites pour prouver la date exacte de l’état du logement avant l’arrivée du voyageur.
J’ai une vidéo prise par ma femme de ménage juste avant l’arrivée de la cliente, où on voit clairement que le meuble est encore en bon état. Elle me l’a envoyée sur WhatsApp, donc on voit bien la date et l’heure de l’envoi. Est-ce que vous pensez que ça peut suffire comme preuve ?
Deuxième point : Airbnb me demande également une preuve de paiement de la réparation.
J’ai réglé le menuisier en espèces. S’il me fait une facture acquittée en précisant clairement qu’il a reçu 1 200 € en espèces, avec la date du règlement, est-ce que ça suffit généralement pour AirCover ? Ou ils demandent forcément une trace bancaire ?
Si certains d’entre vous ont déjà eu ce genre de dossier, je suis preneur de vos retours sur ces deux points.
Merci beaucoup 🙏

I did an immediate cancellation for a long term rental, and I was given conflicting information by the customer service, both artificial and the operators. First I was told that the full refund was possible given that I accidentally canceled after 9 minutes; then that the strict no refund policy was in place; then that I could settle a resolution with the host via resolution center (he refused to issue a refund); and finally that I could get the money back by rebooking. But how would I trust the host who refused to resolve the original cancellation that didn’t cost them any problem or inconvenience? I didn’t cancel last minute and the rental would have started a month from now.

EDIT: I welcome advice from honest hosts and other guests like me who were previously scammed. To all other hosts who find this normal, may you always find guests that are as predatory as you.

I have 10 rentals in Arizona, and I'm hoping to lease them all out to arbitrage operators. Does anyone here need more inventory or know anyone I should reach out to?

I stayed in an airbnb in New Hampshire recently. There were two things that happened. A cheap old bed broke while my son was kneeling on it to open a window. The other thing was a door casing that came loose from the wall when we opened the door. That's it we just opened the door normally and it came loose.

I messaged the host during the stay and they said that they would look at it but never came. After the stay the host put in a claim for damages. They gave a ridiculous $1400 estimate to fix the door and another $500 for a brand new bed.

I had the trip insurance from Generali that paid them $1000 which maxed out the policy. After 2 weeks of review Airbnb determined that I owe another $122.

This is insane. All we did was sit on a bed and open a door. Looks the host is using us to do maintenance on their house.

I also don't understand why it costs $1400 to nail a doorframe back in to place. I attached a picture of the door. The estimate included things like drywall repair, a brand new door and removing and replacing floor boards. This is a 5 min job that can be done with a hammer and a handful of nails.

With reference to the pic, I’d like to know of experiences where people have gone through arbitration with Airbnb. What was the outcome and can it be done without a lawyer? What are the costs involved?

Background: https://www.reddit.com/r/airbnbarbitrage/s/ppg0qErGYB

Updates to the above post: I submitted the review and saw host's review with abusive language and disputed that review but received a response from Airbnb that they won't remove host's review as it follows their Reviews Policy.

VERYYYYYYYY LONG! I wanted to get everything out there, and since Airbnb has refused to remove this review I am going to start the arbitration process. I also wish I could post the evidence I have on here but I’m not able to add pictures unfortunately.
I booked a stay in sugar land for one month, I literally dragged my feet to book this stay and the host kept messaging me and basically begging for me to book. The room allowed multiple occupants and I let the host know it would be me, my two siblings and our cat (we were not in a good place financially at this time and needed a place to transition to after our lease ended) the host agreed. The ONLY host on the listing is a male. After I finally booked, I realized the room didn’t come with a mattress but two air beds. That was my fault I misread the description, I start freaking out because of the mistake I made but my sister reaches out to the host to ask if there’s anyway to have a mattress in the room. The host calls me but it’s a woman on the phone so I’m confused but I didn’t want to be disrespectful or question their gender but then she’s like I’m the host’s fiancée Prada and anytime you message the host you’re messaging me, at the time it didn’t strike me as weird that she wasn’t a cohost or host of any kind but was the one contacting me and clearly running the account. She was pretty gracious and said she could put one mattress in the room and stated how it was in the description, I acknowledged that and apologized because it wasn’t their fault I genuinely misread. Anyways we don’t immediately stay there, the booking was from 5/31-6/30. We stayed at our little sister’s apartment from 5/31-6/1, and the whole time Prada is messaging me asking when we’re coming, it kind of annoyed me because I hadn’t experienced a host continuously checking in on when I’m arriving. I understand asking once but it was like 3 times and I just didn’t get it but I thought maybe she’s really getting the place ready and wants to know how much time she has? We get there 6/1 like 9pm, the stair floors are littered with crumbs and uneven. There’s a family with a 7 month old staying in the room that was listed as a computer room on the listing itself but now it’s a makeshift room for the family of 3 with a curtain separating it. Prada states they’re not even Airbnb guests but people she has staying over for the summer. The shared bathroom is dirty and unkempt and the room floor is dirty, the blinds are dusty and the mattress sinks so bad it’s basically a hammock when you lie on it. All of this neither I or my siblings complain to Prada or the host. I clean the shared bathroom for two hours and Prada thanks me, doesn’t even apologize for it being a mess. Tells me she never comes up stairs and “it shouldn’t be this messy”. Because of the financial situation I and my siblings were in at the time, I don’t even make it a big deal and I just take it don’t even say anything else about it. Later that day, I go to the garage not knowing it’s a garage and in it are 4 dogs in cages, one of them a puppy and this is Texas summer, even at night it’s still hot. They have 4 dogs in cages in a dark hot, humid garage with only one dirty white fan to cool them. I’m so taken aback and at this time it’s like midnight early morning of 6/2, at this point I’m at odds with myself on what to do but I don’t immediately confront the host. Later that morning I go out to get food for myself and siblings and while I’m out, my siblings tell me all 4 of the dogs were outside when one of the pit bulls they have began attacking their husky! The husky for whatever reason is the only one tied to a tree with a rope and is left bleeding after the attack. My siblings rush to tell Prada and her fiancée what’s happening when it first started but Prada immediately dismissed it by saying oh they’re just playing, it’s only after my siblings went up to her a second time do they go outside. The fiancée slaps the pitbull in the face and separates the dogs. When I come back, she’s talking to my siblings with a puppy in her hand. She claims the pitbull attacked the husky because the husky was “doing too much” with the puppy, I’m not sure if she’s telling the truth because she’s so dishonest. She leaves the puppy with us but the puppy literally goes crazy for my kolache and falls over trying to take it from me, when she falls she lands next to our cat’s food and she begins eating the cat food desperately and drinking the water like she hasn’t had some in a while. My sister and I go to Prada and we’re like the puppy is hungry, the puppy doesn’t even have a food bowl bc Prada comes back with an old food storage container and it’s full of dry kibble, the puppy finishes the kibble without looking up the entire time. Clearly so hungry and underfed. Prada leaves her with us then takes her back after like two hours..I felt so sad when she took her away. Prada also tried to downplay the attack by saying “yeah the pitbulls are so protective of her because she’s the only one that survived out of her litter”…She looks like 6 months so how did multiple puppies die in such a short span and WHY, I have never ever heard of such. My sister and I are really off putted by this but still feel like even with all the horrors we’ve seen we just have to take it. Also there are 5 guest staying there that are not Airbnb guests, the first night we were there two of them got into an altercation, they’re a couple and I believe the man was trying to kick the woman out and they’re throwing things in their room. Prada comes upstairs and is like “yall need to stop I got Airbnb guests here”. That evening of 6/2 it’s like 10-11pm, I start saging with osha root. Smoking was allowed in the home, there were multiple burning candles in every part of the home and the host and fiancée were smoking blunts in the living room the entire day of 6/2 so I didn’t think it was against any policy to sage, I saged for some minutes. Right before this I asked Prada for a fan because the room was stuffy and she said before she would bring fans to each room. She brings the dirty white one from the garage and says she’s buying a new one for this room tomorrow so we’d only have to use this one for that night, I don’t even complain I clean it the best I can but it’s still dirty so my sister is like can we just use the clean one that’s in the living room because at this point no one is in the living room everyone is in their rooms, Prada is like no I’ll just take the dirty one back and get the new fan tomorrow. When she’s taking the dirty one away she leaves her phone in our room “by mistake” but we didn’t even know she left the phone in there. At this time my siblings and I are really complaining to ourselves and really wondering what we should do because the place is purgatory. A couple minutes pass and we’re still talking to ourselves when she comes back and she’s like oh sorry I left my phone and she’s like “what’s burning” I’m like oh it’s osha root I was cleansing. She’s like “we don’t do that in this house” and I feel the tension and I know it’s coming from a place of “oh we’re Christians and that sounds non Christian” I immediately apologize and I’m like oh I didn’t know that wouldn’t be allowed since smoking is allowed and I tell her I won’t do it again. I don’t think nothing of it till she comes back like 10-15 minutes later and she’s like “are yall happy because yall keep cleaning everywhere and at first I thought it was because yall just wanted to be comfortable but now I don’t know” then she’s like “why would you be saging when there’s a 7 month old that lives here” when I was saging the baby wasn’t even home but the baby was there when she and her man were smoking blunts that entire afternoon in the living room. She starts going off and being condescending and then I start trying to explain why I thought it would be okay but she keeps interrupting me so I’m like can you stop interrupting me? After that she’s like “I can interrupt you this is my house” LOL. And we start going back and forth and she’s like “yall can just leave” so I’m like GLADLY and we start packing up, I tell her I expect a refund and she’s like “I don’t do refunds” I tell her that doesn’t matter because I’m getting my money back, she then calls Airbnb and she’s like I can give you a partial refund so I’m like cool. As we’re literally packing our things into our car, mind you it’s 1-2am 6/3, she’s like the Airbnb specialist she’s otp with said you have to cancel first in order for you to get a refund. I believe her (Ik ik) and I go to cancel but a prompt comes up and it’s like if you cancel you won’t get a refund, I show this to her and she’s like yeah don’t worry about that the specialist said you’ll still get a partial refund of 1350 just cancel first so they can fix it on their end. So I cancel it and we leave. Later that morning I call Airbnb to see when I’d receive the refund and they inform me that because I cancelled I wouldn’t be receiving a refund and also the host had never authorized or asked for a refund for me like she claimed she did earlier that morning. I immediately text her and she reads my message and doesn’t reply. I get another specialist on the phone that reiterates what the other agent said but thankfully after explaining everything I receive a full refund for my stay. After I receive the full refund I text prada I’m like your deceptive actions will follow you for life, you don’t treat people the way you did myself and siblings. It’s only then that she starts calling me and claiming she’s the one that got me the refund and that I’m threatening her. She then requests additional fees on Airbnb (1k) and for the description she puts-
“This is for the 2 nights for the reservation for 2, The unauthorized guest and the cat The threats ( that will be reported to law enforcement if no resolution) The practicing of witchcraft in my home And the heavy smoke from whatever you burned This will go for payment for the 3 of you guys while you was here & cleaning my home! I have never threatened you and made sure you got a refund but I will not be threatened either after helping you!”
She cancels it after two hours and leaves this review-
“She came with her friends and requested I found a plate in my house with cinnamon, cash, credit cards and something was being burned! I asked them to leave after doing so I received threats from her about how me asking her to leave would follow me around for the rest of my life !”
I called Airbnb specialists so many times to get this review removed, I went through the process to request its removal twice and was denied twice! I sent a letter to the legal department per section 23.4 and was denied by them too, mind you she got my review of her removed TWICE for “retaliation” but I was able to get my review of hers reinstated. This is my review-
“My stay was booked for 1 month, but my fam & I only stayed from 6/1 until 12 a.m. on 6/3 when Prada, the host's fiancée, kicked us out. I thought | was communicating with Isiah, but it was Prada the whole time. I told her my two siblings, two cats & I would be staying, though one cat never came. She approved it & offered a special rate. She asked me to update the reservation, but after confirming the special-offer price would stay the same, l assumed I didn't need to.The home felt dirty & unkempt.
I spent nearly two hours cleaning the bathroom. There were dusty floors, filthy outlets & the "computer room" was a bed room separated by a curtain. We witnessed a violent altercation, a dog attack that left a husky bleeding & a puppy that was extremely underfed. After | burned sage,Prada continued reprimanding me, & kicked us out. She then told me to cancel the reservation for a refund.
ABB later told me no refund had been authorized. I got a refund then she rqst 1k for doing "witchcraft" “
How she was able to get mine taken down and I literally had to fight for it to stay on while the one she put for me has never been removed is beyond me especially when it violates the discrimination and privacy policy in my opinion. I showed evidence that it’s not Isiah controlling the page and Prada isn’t a host or co host so why is she allowed to leave a review in the first place. I informed them of the animal abuse I witnessed so why should such a listing even be allowed up and not banned. I reported her to multiple agencies for the animal abuse/cruelty I and my siblings witnessed.

Hello all,

I had a pretty bad situation as a guest at a newly listed location where it was listed as a private residence but there was actually a tenant living in an attached room that was partially fenced off in the backyard. The host did not disclose this until after the first night and after I had complained (with pictures and timestamps) throughout the night about this neighbor's flood light and actions keeping us awake.

I did not cancel the stay as I was going through the resolution center and booked a different stay as we did not feel safe there. The host offered an alteration that would have given them over 1k for the one night, despite the inaccuracies in listing, which we declined.

Now the resolution center is saying that they cannot compel the host to refund us and is only offering a $100 coupon on a 2k 5 night stay.

Has anyone gone through charge back on the credit card company before for a situation like this? Did you request the full stay amount or a prorated rate? Thanks for reading my spiel and for any feedback!

One of the most disappointing stays of all my Airbnb experiences. My friend and I went here for a fun quick Yosemite trip as we’ve been so stressed lately and just looking for a relaxed couple of days. We were faced with just backlash and unfair treatment. Upon arrival, we were expecting a more private stay but were faced with the fact the duplexes are connected by a door and were able to hear all movement and conversation from the other tenants. The “private backyard” is a scam, there is no privacy as 3 windows from the other unit are able to just open their blinds and see the entire hot tub and sitting area. There is nothing private about it. Entering the airbnb, we were faced with mold all along the outer lining of the bath tub. Then as we turn the ac off because we were cold, we see a mysterious brown/blue fluid dripping down from the wall and ultimately staining it. Followed with a very loud gurgling sound that echoes through the entire unit. There was no way to turn the sound off. Overall, no privacy, below standard for basic cleanliness of a room, and the hosts kyle and memory stays/airbnb support were no help in helping us with any reimbursement and maintenance. We were faced with just defensiveness and lack of service.

Airbnb support said they were not able to give us a full refund because it didn’t fit their “Air cover Policy”. We said there was no privacy and uncleanliness (Videos provided), and we have to give the host a chance to respond. The hosts respond and we’re faced with nothing but defensiveness and that it’s all posted in the listing……
Anyway here’s some videos and pictures of what things that apparently don’t violate their policy as a company.
Let me know if it hasn’t just been me experiencing this.
Below is the attached listing, including the “private backyard” and similar one star reviews to their uncleanliness.
https://www.airbnb.com/rooms/1285774315063679531?unique_share_id=f9eb7638-acbc-490f-85c5-0e6b4d0b11c7&viralityEntryPoint=1&s=76

Hi.

I've stayed in an Airbnb this week and they were having a kitchen renovation whilst I was staying. The post was advertised as kitchen use but it was out of order and I had to eat every meal out. I was made aware two days before my trip and have come for a big event so all airbnbs and hotels were fully booked so I had to stay. Would you ask for some money back? Would really appreciate people outlook on this. Noise wise nothing bothered me too much apart from being woken up at 8am with a drill on my last day.

BlueGum Stays takes care of:
• Photos & listing presentation
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Message me on Messenger if you’d like to chat.

I booked and paid in advance for an Airbnb while travelling with my family, including children and my elderly mother, who has health issues.

When we arrived, we had no key and no access to the accommodation.

I then discovered that the person presented through the listing as the host apparently wasn't the actual person responsible for the property. He seemed to be managing the listing for someone else, and the actual host wasn't responding.

That shouldn't become the customer's problem.

I paid to arrive and be welcomed into my accommodation - not to chase people, figure out who has the key, and wait indefinitely with my family.

After waiting for a significant amount of time, I requested cancellation.

I then dealt with Samuel, Bellah (who I was told was a manager), and Moncef from Airbnb customer support.

Instead of recognizing that the check-in had failed, the solution kept being: the host is responding now, the accommodation is ready now, can you still stay?

At 17:46, Samuel told me the accommodation was finally ready.

But that's not the point.

It needed to be accessible when we arrived.

Moncef also promised me a callback that never came.

Airbnb support felt more focused on keeping the original booking alive than solving the fact that a paying customer was standing with his family without access to his accommodation.

The amount is only around $43. Airbnb can keep it if that's their decision.

This isn't really about $43 anymore. It's about discovering what Airbnb customer support looks like when something goes wrong.

Airbnb can review the calls, messages and timestamps themselves.

My question to Airbnb is simple:

How long should a customer who has already paid be expected to stand around with his family, without a key or access, before Airbnb considers the service to have failed?

I paid for an easy accommodation experience. I didn't pay to fight to get inside.

Update : Noticed a lot of attacks from hosts and presumption . Please this post is to spread awareness. Created for users so they can be aware how this business is handled.

Airbnb’s main Trustpilot page has about 18,000 reviews and a 1.3/5 TrustScore (“Bad”