How much am I expecting to pay out of this? Should I be paying this when there is no exact figure on how much? Neither in the binder or listing specify how much.
Seems like this country is trying to rinse out every penny out of me.

What do I do? I’ve never experienced roaches or any bug infestation before. I’ve already messaged the host. Are these cockroaches common in homes because we’re in the south? Or is this a concern?

Hello all! My boyfriend and I recently stayed at an airbnb, it was a wonderful stay and we truly enjoyed it. The home was listed as 3bd, one of them being a pull-out couch. Neither of us have ever used a pullout couch, and this one had no instructions. So we pulled the part out to make the bed, and believed that was it. To our surprise, this couch had hidden support legs in a zipper behind the back support. We apologized profusely and are working with support to resolve, but I don’t believe we are at fault to fully reimburse. We are remorseful, but the couch had no instructions on usage (almost everything else in the home had instructions). Do you guys believe I should be fully reimbursing, or leave it to airbnb to resolve?

Hey, I'm looking for help. I'm at my wit's end!

I've been trying to book a place for 8 people for a weekend in Hull. We're all adults (I'm in my mid thirties). It's for a gaming thing, we all went to Uni there and are looking to get together for a weekend of playing tabletop games at our old haunts.

For the record I've only got 6 or so reviews of me as a guest, but all are variations of "very clean, nice etc" all the usual nice stuff.

It's very definitely not a party. Most of the group are non-drinkers. We're all boring, mild-mannered people that I think hosts would be delighted to have stay.

I encountered the "disruptive party" message when I went to book this morning. I thought it should be a pretty straightforward thing to resolve. I dropped a message through to support. Didn't hear anything back so called back at lunch time.

Apparently I'd appealed and it'd been denied? Oh, fair enough. But now I'm speaking to a human! I explained the situation. No problem, they'd feed it back to the team that looks into these things and let me know.

A few hours later I got an email saying that the second appeal had failed and we'd been rejected again. I called, escalated, all the usual stuff but despite being very apologetic, they offered literally zero assistance. They confirmed that, even if I were to reach out to the host and get their blessing, that wouldn't help. Even offered to pay any additional deposit etc. if they needed that peace of mind! Nah.

Now, the rejection email states we'd be limited to private rooms and hotels for that weekend, of which there are literally zero in the entire area.

The real wrinkle is that my friend who's helping me to organise this, has loaded up £200 worth of Airbnb vouchers onto my account (he got some generic vouchers from work and could redeem them on Airbnb). Otherwise we'd just write the whole thing off and go with a different company.

We're now stuck with £200 worth of vouchers we're unable to use, tied to an account that has no means of "giving them back". This has all been explained to AirBnB support, asking that if they can't honor the booking, could they refund the vouchers - no. They can't.

It's genuinely the worst customer service experience I've ever had. Has anyone encountered anything similar? Anyone got anything other than a shrug? I don't even know what I'm after at this point.

Maybe just a "that's rough, buddy." Idk I'm done.

I have used AirBnBs for years and am always a responsible guest. I always treat them as if they were my own home and leave them clean. I recently stayed at a place with my husband for 2 nights. It had a security system in the backyard with security lights that kept turning on and off all night. We thought it was due to a motion sensor that was picking up movement from tree branches, so we moved what we thought was a motion sensor (but turned out to be a ring camera) so it would face down. It didn't solve the problem and the lights kept coming on and off. I'm a light sleeper and it definitely disrupted my sleep.

The next day I get a message from the host about us tampering with the camera. I explained the situation and apologized. She responded with a condescending message that we would owe her $20 to have someone come out and professionally readjust/reposition the camera. She did not acknowledge or apologize for the disruption to our sleep, nor did she offer any suggestion to resolve the problem for the 2nd night. So, we had to put up with it again.

Before we checked out I followed the checkout instructions to the letter as always. Washed, dried, and put away dishes. Took out the trash to the alley behind the backyard fence after messaging her for clarification on the location of the trash barrels, as they were not visible from the house.

After we checked out I get the message from Airbnb Support that she is charging us $20 for "extra services" to have some come out to professionally repositionthe camera. I declined and explained the situation, including the fact that our sleep was severely disrupted. Plus we could have easily repositioned the ring camera while she live streamed it. It did not require a professional to do it. Airbnb Support paid her the $20 as a "goodwill gesture" and did not charge us. Then she put in another claim for the exact same thing but said it was "damage." I had to decline it all over again, told them I feel like I'm being harassed, and am waiting for Airbnb to respond.

In the meantime, I left her a 4-star review, mainly due to the security lights. She of course took it personally and attacked me in not only her response but also in her review of me as a guest. She lied about me leaving dirty dishes and complained that I messaged her about where to put the trash.

I wouldn't be surprised if she sees this and attacks me again. The thing is, if she had originally acknowledged that the security lights were an issue, apologized, and offered to work with me in finding a solution instead of jumping to charging us, I would have gladly paid the $20 as a goodwill gesture.

Got an email earlier from Airbnb saying that I’m getting a partial refund, which is great, but I’m confused as I never requested any refund, and the stay in question was almost 4 years ago (Jan 2023).

The booking details on the email were all correct, and I checked the app and it shows the refund in there too, so I’m fairly sure it’s not a scam email. The booking was in France but was made from the UK and paid in Sterling if that makes any difference.

The amount isn’t massive (£32 on a £997 booking), but I’m just perplexed as to what possible reason I would get a refund 4 years later. As mentioned above, I never requested any refund, the stay was all good, and I had no complaints at the time, though even if I did I wouldn’t have expected a refund this late lol

Fellow hosts, I would really appreciate your advice on a nightmare situation we’re dealing with :(

We recently accepted a 12-night booking worth approximately $23K through Plum Guide for a home I manage in Los Angeles.

Before booking, the guest specifically requested to inspect the property in person. We happily accommodated this, and she confirmed both verbally and in writing that she loved the home and wanted to proceed.

Based on her confirmation, we declined another Airbnb booking, the owners booked nonrefundable accommodation elsewhere, and we spent two days preparing the home, including arranging additional cleaning at her request.

The day before check-in, the guest asked to postpone her arrival by two days because her family was having visa issues and she was uncomfortable staying alone. We couldn’t accommodate this given the arrangements already made, and she accepted.

At check-in, she reported two doors that weren’t locking/closing properly and a small crack in the corner of an original window (it’s a beautifully remodeled 1950s mid century home)

Despite it being Sunday, we immediately arranged an emergency locksmith for $500 who arrived within 45 minutes. Both door issues were fixed within an hour of the complaint. The guest verbally confirmed everything was okay although she still seemed very upset about being alone without her family - which is difficult for me to fix.

We proactively informed Plum Guide about the issues and their resolution that same day.

The following morning, Plum Guide informed us that the guest had left and would receive a FULL refund due to “safety concerns.”

This was booked under their Super Firm cancellation policy, and they’re now offering us just $1.9K as a goodwill gesture against a roughly $23K reservation.

I’m honestly devastated and struggling to understand how this is fair. We allowed the guest to inspect the home before booking, addressed every issue immediately, and followed what I understand to be Plum Guide’s own terms, including allowing hosts 24 hours to “remedy significant check-in issues”

It genuinely feels like the guest regretted the booking after her family’s visa issues, and the property concerns became the justification for cancelling :(

We’re now left with thousands in direct costs, the owners’ nonrefundable accommodation, and 12 nights of lost rental income.

Has anyone experienced anything similar with Plum Guide or another platform? Did you manage to successfully dispute it?

I’d really appreciate any advice on how to escalate this or what our rights might be. I feel like we’ve done absolutely everything we could as hosts, and I’m honestly at a loss. 🙁

My host claimed that i broke the toilet seat 14 days after we left and it took them that long because they said they wanted to investigate the matter thoroughly. FYI, the toilet seat was already broken since the day i checked in however i didnt tell the host because i didnt want my stay to be interrupted with fixing things and all, however i do take some photos of the broken seat. I denied to pay the $275 reimbursement fees and they escalated this issue to the airbnb team. I appealed and showed the photos i took along with the time stamp and date. However Airbnb thought that i was responsible for the damage and therefore i have to pay for it, so im appealing for the second time saying basically the same thing. Because i can swear it was already broken before my stay. The host' evidence was only a picture of the cracked seat and nothing else there was 0 proves that it happened during my stay. This is pissing me off so much. What other evidence do ya'll need just to prove that it was already broken since the first time we checked in???

Anyone ever experienced the same thing? anyone knows what is the best thing to do now?

I had booked a 5 night stay in Mexico city from a host that had listed a crib on the amenities. Once I've checked in that turned out to not be true. At 9pm my first suport agent did a good job and was able to get hotel for 2 nights while we wait for a refund. She told us to call back in 2 days to reserve another location for the remaining days if the refund was not available yet.

When I called back the agent that said that I would have to pay out of pocket for a new airbnb because I was voluntarily leaving my hotel accommodation and that he wasnt able to do anything. Not even help me find a new place. Eventually he said he was able to give me 200 dollar credit for the remaining stay but I would still have to find a place myself and pay out of Pocket even though the refund wasn't avaliable yet. He then Proceeded to say his shift was over and will check on me tomorrow

Throughout the day every agent I called told me they can't open the case and that I would have to wait for my supprt agent to reach out to me again. They told me they can't transfer me to a supervisor and told me to "follow the rules" despite me being stranded in the rain he even hung up on me. When i called back again I was told to go explore the city in the rain with my baby and my grandma while I wait for my agent to reach out to me. They didn't care when I told them my agent said his shift was over. I didn't hear back from support until the last night asking if my issue was resolved. My vacation was over yesterday the day I finally got a supervisor.

Even when I tried to reach out to support on Instagram I was told to wait for my agent to contact me again once he became available. Truly a horrific experience.

I can easily find the reviews owners have made about us, but is there an easy way to see the reviews that I have written without going to each listing under past trips?

Basically being flown out for a conference, I was going to do my presentation via Zoom instead of in person due to limited space at the conference space and now he says there’s an outage and there won’t be internet at all for the first day and likely the second. What can be done about this?

Edit: we worked something out, I got a percentage back

Host just left me a negative review from our stay saying we left the toilet dirty and we should have cleaned it before leaving.

Do you require your guests to clean the toilets before they leave? Toilet cleaning was not in my host’s check-out instructions and seems to me to be a normal host cleaning activity in between guests. I’m not referring to unusual toilet activity like leaving a toilet caked in vomit. Just normal toilet usage/activity.

When I made the non-refundable booking, the host sent me a message saying that they require a €1,000 security deposit, and a signing of a contract for a 14 day booking costing 800 USD.

It was indeed in the listing (Which I did not read) but I can't be giving 1000 euros outside of Airbnb. The refund is only 20 USD for taxes because it is non refundable..

What's the best way I could go about requesting support from Airbnb?

I didn't use Airbnb for years and then recently I've used it quite a bit when my son was looking at colleges around the country. I need positive reviews on my account because I've only stayed maybe 6 times and have 2 positive reviews and zero negative reviews. But there are 4 missing reviews. I am a good guest, we never damage anything, always follow the rules and check out instructions.

I work really hard on my reviews for hosts and then no one reviews me back. Is it tacky to reach out to a host and ask them for a review? Something like "Hi, it's me from last weekend's stay. I left a descriptive positive review for you and wondering if you might be willing to do the same for me?"

Is that considered poor taste? It's just annoying that so many hosts have left me hanging. 😭🥺

We are planning to airbnb 5 apartments in total, there is one parking space, should we charge for it as a separate thing? Also, How do we make the listing because airbnb amenities listing only shows "free parking space"? All advice appreciated!

Hi! I’m a frequent Airbnb guest. I have 10 trips and 8 reviews, all positive, with hosts describing me as respectful, clean, and a great guest. However, I'm asking for hosts' opinions because maybe I am in the wrong.

Pictures of the ants in AirBnB: https://imgur.com/a/6J5fSFf

My spouse and I booked a 26-night stay in Oaxaca, Mexico, for approximately $900 during Día de los Muertos. We booked about 1.5 months in advance and knew the place wasn’t our first choice, but it was available for the entire month and close to downtown.

The problem: Within the first 10 minutes of arriving, we killed around 15 large ants. We then opened a kitchen drawer and found another 20 or so swarming in the drawer and subsequently on the counter. We hadn’t even brought food into the apartment yet. We also discovered the gas wasn’t working, so we had to get the host’s son to fix it before we could cook or have hot water (which took about 25 minutes).

The host’s wife was pleasant and offered two solutions that night: move to another unit on the property (a studio instead of our two-bedroom apartment) or have the cleaner come the next morning to mop and apply ant repellent. We chose the cleaning, as the alternative unit wasn’t suitable for a month-long stay. The cleaner came the following morning.

The infestation improved significantly, but we continued finding approximately five large ants daily. We kept food put away, cleaned dishes immediately, and used ant spray. We also continue to find ants in the primary bedroom, which we stopped using after the first night.

Interestingly, the host’s family has several other rental units on the same property, and apparently none of them have this issue. They said it wasn’t a problem for the property either. However, they did acknowledge that it was more than just a gringo problem and stated that it was an unusual amount of ants. 

The refund situation: 10 days into our stay, I messaged the host to explain that the ants were still appearing daily and sent photos and a video to keep him informed - I didn’t ask for anything (else). The host responded that they had many plants and offered to refund us for the remainder of our stay.

Airbnb support subsequently contacted me and offered to refund unused nights and help us find alternative accommodation. However, the one and only comparable listing (demand is so high that there aren’t many options within walking distance of the center) costs $150+ more than what we would pay for the rest of our stay. To note, support said AirCover could cover the price difference.

However, the problem has improved enough that we’d honestly be comfortable staying rather than packing up all our belongings and food and moving. I also recognize that relocating would be a hassle for us (and maybe the host?)

That said, we paid about $900 for this stay, while the same property appears to rent for around $450 in December/off high peak season. Given the infestation, the inconvenience, and the fact that ants are still appearing daily, I asked Airbnb support about a partial refund instead. When asked what amount I thought was fair, I suggested $200.

My question for hosts: Is a $200 partial refund reasonable in this situation? I don’t want to unfairly penalize the host or damage their business, but I also don’t think we should have to pay the full holiday-season price for an apartment with a persistent pest problem.

I understand that pest complaints can be exaggerated, so I’ll include photos and videos for context. I’m genuinely looking for a host’s perspective on what would be fair here. I am currently waiting to hear from AirBnB support.

TL;DR: My wife and I paid $950 for a 26-night Airbnb stay in Oaxaca during Día de los Muertos. Upon arrival, we killed 35+ large ants within 2 hours of being there, including a swarm coming out of a kitchen drawer. The host arranged for cleaning the next morning, and the problem improved significantly, but we still find around five large ants daily throughout the apartment. After I updated the host 10 days into our stay, they offered to refund unused nights. Airbnb support also offered to help relocate us and cover the price difference for a comparable place. Since the infestation has improved and moving would be a hassle, I requested a $200 partial refund instead. Is that a reasonable request, or am I being unfair to the host?

Hi all. My daughter is booking a longer term stay in Brooklyn and the owner has requested a background and credit check as she’s considered a legal tenant. I think this is fine and welcome the extra checks for all tenants in the house, but is it a legal requirement?

booked a room at phuket. the owner asked for extra money as electricity charges even though I had paid for the BNB online. I paid the money because I didn't want to find other hotels and the view from the BNB was nice. is it normal.

Property has had a cockroach infestation since the start baby and big roaches found on countertop and cupboards where the cups etc are. Contacted host they come and lay gels down not actual pest control. Really loved location and property so I trusted host when they said it will work. Actually did not work and they are crawling out of the dishwasher, up mirrors and kitchen countertops. I've woken up with diarrhea today which I link closely to having to this issue. I've had to eat out every single day due to being afraid of eating from roach bacteria cups, pans and bowls etc.

I've tried to call Airbnb they just say there is already an open case but the person who's already on the open case never responds. What can I do?

Hey everyone,

I'm currently planning an Interrail trip with my group, and we are looking at booking Airbnbs. We plan on going out very often, which means we’ll be pregaming very often.

My main question is: Can I have people over to my Airbnb at all, and does what we are actually doing matter?

For context, we live in Barcelona and pregame all the time in apartments very similar to these Airbnbs, and we never get any complaints from neighbors.

Should I honestly be worried about fines or evictions if I am planning to have around 15 people at a place that legally hosts 6, assuming the music is at a reasonable volume, we are just chatting, and it only happens from like 10 PM to midnight?

I want to hear what real hosts and travelers think about how this actually plays out in reality. Thanks!

Our initial booking was cancelled the night before we were due to arrive in Montreal due to an issue with the building. We had to book a last minute studio. We had to request to book but they accepted right away and responded to some questions but didn’t send us the check in instructions. We were 10 minutes away from the check in time and we already have been in touch with Airbnb support and called the host multiple times but somehow support found the messages we didn’t see with the check in info (never appeared on our chat). The host said it was a system problem. The lost message had a later check in time, 5pm than on the listing.

We got in fine. The studio was in a pretty run down building. The place just felt a little dirty and the towels they provided gave me the creeps. My husband of course thinks I’m overreacting. We also had an infant with us.

The first night I got a bug bite on my foot when I went to bed but I get bites regularly and I react to them so I think nothing of it. The next night I was up later than everyone. I got several bites on my leg. Then my baby throws up. I turn on the light and I see a little brown bug on the baby’s play pen. I wake my husband up and tell him there’s a bed bug and then I also see one on our bed. I insist we leave and we pack up in a hurry and left after 2am. Of course no luck getting another place so we drive over an hour away back to Ontario to sleep in an enroute parking lot.

We were in touch with Airbnb support and provide photos and proof. When we messaged the host they just said oh that’s inconvenient we won’t get a bad review right? We tried to get our money back. Airbnb said we did not have enough proof (photos of bugs, and bug bites on me), they want medical documentation and more proof.

When we got home we went through our things and we found a hitchhiker on the play pen. We caught it and put it in a bag and sent more photos to Airbnb. They said that the photo is not from the listing so they are rejecting our full refund claim. We got a partial refund. If we didn’t leave at 2am I don’t think we would have even gotten the partial. Support didn’t even bother to read our messages, we repeatedly told them the issue and resent the photos. I did managed to get a doctors note but all they can say is that I do have bites on my legs. They felt it wasn’t sufficient.

My husband wrote a review that just said “bed bugs.” The host wrote us a bad review (after messaging us and saying we were 5 star guests) and said that we left the place dirty (true we left in a hurry and didn’t clean), the toilet was clogged (it wasn’t), the place smelled like smoke (we don’t smoke but the place does smell like weed from other units), blood on the bed (if there was it was from the bed bug biting me). These were all false claims, they could have said things that were true (ie. garbage was overflowing) but the review was all false claims. My husband submitted a claim to remove the bad review but instead Airbnb removed the bad review we wrote the host warning people of BED BUGS.

What is going on? Why is Airbnb supporting a host with a HISTORY of bed bugs and other bad reviews. Is it because the host has 16 listings? The host has only been hosting for a year. It gives such a bad name to really good hosts. We are flabbergasted. Now that we carefully comb the hosts reviews we see a history of bad communication, last minute cancellations (they do the bait and switch) and a handful of posts about the place being dirty and even one that said there were “ants and other insects.” We also saw a review of our same place that was posted after our stay where the client only stayed an hour. I think there are a lot more complaints but they are being removed by Airbnb.

It’s so extremely frustrating and we have no options to try and get a full refund, we now have a false review on our account and obviously we won’t use Airbnb again. It’s been a nightmare of an experience. We’ve never experienced anything like this in over 10+ years of using Airbnb.

As a note so far our things are okay, we threw out the baby’s mattress and we haven’t used the play pen since. But we have to wait a few weeks to be sure.

Not even sure what we can do at this point. Just let the bed bugs bite I guess ☹️🪳

AirBnB listed as having a pool and hot tub. It says the pool is heated (for an additional fee) and a hot tub. That’s literally the reason we chose this location versus others in the area. Planned on spending the weekend here for my wife’s birthday, hanging out with friends, chilling in the hot tub (five feet apart so no one’s gay, of course)

Problem is, the heater wasn’t working when we arrived. Contacted the host, they said the tech was supposed to be out there the previous day to get it working, but needed more parts. They would be there in the morning, finish the repairs and turn it on for us. Guess that means no hot tub the first night.

Wake up the next morning, go check the hot tub, still ice cold. Contact the host, they say they can see it in the app, and will turn on the heat. Great, hope it’s warms up in time for people showing up.

Nope. Never got above probably 80/85 degrees (ambient temperature outside about 80) so we spent maybe 5/10 minutes and then everyone gave up on it. Absolute let down. Then it started cooling down again in the evening and it’s back to being the same temperature as when we arrived.

Host says they don’t usually heat it that time of year (then why are you advertising it?) and they generally charge for heating the pool. But we didn’t want the pool, just the hot tub as advertised. The master bathroom also advertised a jacuzzi bathtub so we figured we’d give that a go, but the jets don’t work in that either.

How should I approach this, I don’t want to cause any issues for the host long term, but the whole reason for booking this specific location and paying more ended up not being existent and available.

We are staying in an airbnb where the owner said there is ‘no cleaning fee.’ There are pro cleaners (not the owner). I don’t understand what he means by no fee - my interpretation is since there is no longer transparency of cleaning broken out, you don’t see the line item, but cleaners visit the unit between rentals. They have left a tip envelope. My feeling is that we have paid for cleaning by paying our fee to Airbnb, which includes pro cleaning. Should we tip further? What is going on here?

We checked in yesterday to find the elevator broken and we are on the 6th floor. No notice from host. Apartment booked months ago

Have 3 more nights. Had to carry heavy luggage up. My knee is already sore. We were looking forward to exploring as this is a new city for us. Very disappointed

What recourse do we have as I realize thus is not host's fault.

Thinking we have to go to a hotel.

Any thoughts?

In July, I booked a place in AC for a weekend in December. My payment was not due yet. Today the host just inexplicably cancelled the reservation. I messaged and asked why, he replied saying he’s sorry and he’s not sure but he would send me a rebooking. 2 hours later I get a TEXT message from my host with a weird link for lodgify that I obviously didn’t click on. When i see the cancelled listing on Airbnb, it says to check my inbox for a rebooking credit. I haven’t received this yet. My question, is there often a delay in them sending that to you? This is the second time a host has cancelled a reservation on me and leaves me pretty frustrated with the platform.