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Showing up to a highly-anticipated Airbnb and realizing it wasn’t what you expected is terrible, especially if the host is giving you grief and you’re not sure what to do. Unfortunately, not every Airbnb host will be communicative and cooperative when it comes to certain things. However, there are some steps to take when you get a lousy Airbnb host.
The 5 things you need to do when you get a bad Airbnb host is to:
- Start by communicating your concerns with the host.
- Take photos and videos of what is wrong.
- File a formal complaint through Airbnb.
- Give the host a bad review.
- Try to make the most of your stay.
The rest of this article will discuss the best way to communicate with a bad Airbnb host, how to file a formal complaint and get a full refund, and how the reviewing system works through Airbnb. So let’s get started before your next Airbnb stay.
Table of Contents
1. Start by Communicating Your Concerns Directly With the Host
When you realize Airbnb wasn’t what the host promised, you’ll want to message the host through the Airbnb app or website. Messaging through the app is essential because if the situation eventually needs to be reviewed by Airbnb, there will be proof that you attempted communication with the host.
Airbnb recommends trying to talk to your host first. Most of the time, hosts prefer to fix the issue themselves by resolving or offering a partial refund.
If the host is cooperative and you both agree, you can get a refund through the Airbnb resolution center, which they offer as a way to request or send money. However, you will only have 60 days after your checkout date to submit a request with the resolution center, so doing so sooner rather than later is preferable.
Unfortunately, there may be times when you can’t come to an agreement.
When this happens, you can ask Airbnb to make the final decision, but you will need to wait 72 hours after you opened the request in the resolution center before contacting Airbnb. After this, they will assign a team member to your case who will review the evidence and make the final decision.
It is critical that you have the proper evidence, however, as they might not trust your word only.
2. Take Photos and Videos
Documentation is critical when it comes to evidence of a bad host. As Airbnb verifies the host’s profiles and listings, they’re likely inclined to lean toward the host when it comes to disputes.
However, with the correct documentation of the issue, you’ll have the evidence to back up your claim.
You’ll want to document anything that the host promised you in the initial listing that is incorrect. For example, if the host promised you multiple rooms or beds in the listing, and the host only provides one bed, you should take both picture and video evidence of the Airbnb.
Doing this will provide assurance just in case the host isn’t cooperative.
It’s also essential to take any pictures or videos of unsafe surroundings or contaminated areas. Hosts are responsible for providing an Airbnb that is accessible, fits the description described in the listing, is safe and clean, and doesn’t present a guest with travel issues.
If you get an inclination that your Airbnb host may be on the nefarious side, it is also a good idea to take photos and videos of the property as you leave so that you have proof of the condition you left it in.
3. File a Formal Complaint Through Airbnb
You also have the option of filing a formal complaint through Airbnb. If the issue you’re having with the host isn’t going to benefit from the resolution center, or the host is very unwilling to resolve any problems, file a formal complaint within 24 hours.
Filing a complaint is when the evidence you’ve gathered, aka photos and videos, comes in handy.
If you send the proof you have within 24 hours of noticing the issue, Airbnb will solve the problem and hopefully offer a refund. They will try to contact you to follow up or ask for more information, so make sure you are readily available. Missing a phone call by an Airbnb rep may mean they automatically side with the host.
Filing a formal complaint to receive a guest refund is usually only done for specific reasons. Airbnb offers a Guest Refund Policy claim on issues that are eligible, which might include:
- The guest doesn’t have access to the listing. This includes not being able to get into the home, or the host changing the location without telling you.
- The Airbnb isn’t clean. This includes dirty surroundings such as sheets, dishes, bugs, or other safety hazards.
- The Airbnb accommodation isn’t like the host described it. In this case, the home might have fewer bedrooms, or it doesn’t offer specific amenities, such as a hot tub or pool that the listing said it did.
- Some of Airbnb’s features are under construction or inoperative. This includes things like the pool, sinks, or furnaces.
What Do I Do if a Host Is Discriminating Against Me?
Airbnb has a strict non-discrimination policy, which demands that hosts can not discriminate against race, ethnicity, religion, sexual orientation, marital status, disabilities, or gender identity.
If a host is not complying with the discrimination policy, there are steps you can take. You can report the host, or if you need to send a detailed report, you can contact Airbnb.
Like other host issues, Airbnb will assign a member to the dispute and follow up with you.
Airbnb can also assist you in finding a different place to stay for the time being. If the report shows discrimination, it can result in the suspension of the host or possibly the removal of their account entirely.
4. Give the Host a Bad Review
Airbnb offers both guests and hosts the option to review their stay and the other person. Therefore, the host will be able to give you a review as well.
After checking out, you will have 14 days to write the host a review. However, Airbnb only posts the reviews after both parties have completed their review as a way to get the most honest comments.
Therefore, if the host has written a bad review about you, you can dispute it with your review of the host. Doing so will give both viewpoints, and if the host is in the wrong, it will be evident with your review.
Not only will this warn others away from staying with this host, but the host will likely lose out on money until they fix the issues.
Check out our in-depth article on how to write a negative review for your Airbnb host.
5. Try To Make the Most of Your Stay
Arguing with a host and trying to contact Airbnb can take a while, and if you’re on vacation, it will put a dent in your plans. When you’re dealing with a bad Airbnb host, the best thing to do is to make the best of your stay, even if that means finding another Airbnb close by while you’re dealing with the dispute.
Moving to a different location is especially important if there are safety issues with Airbnb. Having a backup plan will help deal with the host, and you will still enjoy your vacation.
How Do Airbnbs Work?
Airbnbs are homes that various homeowners rent out to provide housing for those who need somewhere to stay during vacation or tourism. Airbnb doesn’t own any of the properties, but they do earn profits by receiving commission for each booking.
Although people everywhere rent out their homes, Airbnb works to make its platform safe and secure by verifying personal profiles and listings and having a trusted platform for money distribution.
Having a trusted platform doesn’t mean that you won’t run into a bad Airbnb host every once in a while. However, this means that Airbnb will have your back if there’s enough evidence of the poor situation.
Final Thoughts
While Airbnb is a trusted platform, there will be times when you have to deal with a terrible host. If your Airbnb isn’t what you expected and your host isn’t cooperating with you to deal with issues, you should communicate with them, even if they’re not communicating back.
Using the Airbnb messaging system will show that you tried to solve the problem with no luck.
Filing a formal complaint should give you a refund, as long as you’re eligible. However, the best thing to do when dealing with a bad host is to make the most of your stay.
1 comment
Dd E Tukmachi
I had booked an apartment for a holiday in Turkey-Alanya through the Airbnb for 6 night stay and paid in advance. On arrival, we shocked to find the apartment was in NO ways similar or matching the description in their website. After unpleasant stay of few hours stay we check out in hurry in order to leave quickly and booked a hotel in Alanya where we found the comfort with pleasant and helpful staff their.
Immediately I have submitted my complaint to the host (Tatyana) about the apartment but she refused to cooperate in refunding what I have paid for. Then I had submitted a written complaint to Airbnb requesting to look at my case very seriously and asking for refund but unfortunately I had received a negative reply.
The following complaints were sent to the Airbnb and the host but with negative reply from them:
Below are the points of my complaint:
1. There is no reception in the complex to guide us for the property except a security guard who hardly speak English and he only directed us to the location of the apartment but offer no help at all (that was in the middle of the night and left us struggling in finding the location of the apartment).
2. Even the security guard location was at a distance of 20 minutes walk from the apartment.
3. The apartment location was not as it was described in the website, as from the balcony you can see the ugly scenery of road building rubbles (I had texted the photos of that ugly scenery to the host by WhatsApp text to proof that).
4. No body has recommended your apartment to us (as you hist mentioned in her text to me) but we booked it as our friend recommended Airbnb to book an accommodation for our holiday.
5. The host has not been helpful at all and instead of cooperating with us she complained about your health which is nothing to do with us. On contrary I mentioned to you that my wife is diabetic (on daily insulin) and hypertensive. My wife was severely stressed on that day with her blood sugar shooting high due to the stress she has put us in it.
6. The host didn’t bother herself to call us in order to give us some help, or offering to us an alternative accommodation but on contrary she did only communicate with us by WhatsApp and texted to tell us that we have to wait 5-6 hours in order to see and meet us face to face. Furthermore, after few hours of our stay at the apartment, I texted her asking to call for us a taxi in order to leave her horrible apartment and to check out as we booked a hotel in Alanya, her reply was: that we have to walk the long distance from the apartment to the security guard place in order to ask him to order the Taxi and to drop the key of the apartment rather than helping us to order a taxi from her side.
7. We don’t have any guide to lead us for the facilities within the complex such as the supermarket, using swimming pool and others facilities but she left us in the middle of nowhere.
8. On that morning we noticed a very bad smell (very nauseous) when we opened the main door leading to the corridor (probably the neighbour apartments may cook garlic food), as the whole area leading to the elevators was full of that bad smells.
9. On arrival late night, the apartment was not equipped with necessary essential, such as soap, shampoo, drinking water and the wardrobe was filthy as well as the linen. These were on contrary to what were described in the website.
According the above, you she had misleading us in offering an apartment which appeared to be not as described in the website and once again we insist on the full refund for what we have paid for .
Dr Tukmachi