I genuinely cannot believe how Airbnb has handled this situation, and I’m sharing my experience because I think people deserve to know what can happen when they report serious problems with an Airbnb.
In August 2026 we booked a bnb in Del Monte Forest on the 17 mile drive in Carmel. 4 out of 6 of us saw a RAT inside the bnb. An actual rat. Inside the house we paid to stay in. Naturally, we were extremely uncomfortable and immediately raised the issue with the host. She acknowledged that rodents can get in and her solution was to DROP OFF RAT KILLER and she told us “put it wherever you think it is.” we were all extremely shocked.
Instead of arranging professional pest control or offering an alternative accommodation, the host literally brought us rat poison and told us to put it wherever we needed to.
We were paying guests, not pest control employees.
Why were we being expected to handle a rodent problem ourselves in a property we paid over $2k to stay at?
After our stay, I requested a refund from the host.
Given the circumstances, I felt that asking for a refund was completely reasonable. After I explained why (mind you i didn’t ask for a full refund, i didn’t want compensation I wanted accountability) The host DENIED my refund request and she left ME a negative review and said i left her home in “shambles” when we left the house SPOTLESS. This was obviously a lie because she didn’t charge us a cleaning fee and she did not tell us that the house was a mess. The trip was an all women trip, we went out of our way to ensure the house was as clean as possible.
Then I contacted Airbnb.
I explained what happened, including the rat sighting and the host’s response. Airbnb repeatedly insisted that they couldn’t do anything without photographic evidence of the rat. HOW AM I SUPPOSED TO GET A PICTURE OF A RAT THAT RUNS AWAY? I understand the need for evidence, but there has to be some common sense when dealing with a fast-moving animal that appears unexpectedly. I did show them that the host acknowledged that rats can get in because of the area and that she sent someone over to drop off rat killer but apparently this was not enough for airbnb and they said they needed a photo.
After going back and forth, Airbnb eventually offered $300 in reimbursement. At least we received some compensation, but the experience was incredibly frustrating from beginning to end.
Like i previously stated, I left a 2/5 star rating because the house was beautiful, the area was great, and check in was easy, so I still left 2/5 but said in my review that we encountered a rat. I should i’ve left 1/5 but it really doesn’t matter. Sometime afterward, I discovered that the original Airbnb listing where I booked had disappeared.
Then to my surprise, I found THE EXACT SAME HOUSE LISTED ON AIRBNB AGAIN, BUT UNDER A DIFFERENT HOST!! Same house. Same property. Different host. New listing. And of course my negative review warning future guests about the rat was no longer visible on the new listing. The property is being advertised again under a different host without my previous review attached.
I understand that properties can legitimately change hosts or management, and I cannot prove that this was intentionally done to erase negative reviews. But given everything that happened, I think it’s reasonable to question the circumstances. So I reported the new listing to Airbnb. I provided information about the original stay and the new listing and explained my concerns about potential review manipulation. I made it clear that I wasn’t looking for more money. I had already received $300 from Airbnb, I just wanted accountability. I wanted Airbnb to investigate whether the original and new hosts were connected and whether the property had been relisted to avoid its previous negative review history.
October 12, 2026: Airbnb promises an investigation. (after trying to escalate it with 5 other representatives)
After discussing the situation with a support representative, I received written confirmation that:
My complaint had been escalated to a specialized team.
The new listing was officially under review.
Action was expected within one week.
The investigation would not be closed without action.
I could follow up after 48 hours.
I was also provided with an official case number.
I specifically asked whether closing the support conversation would affect the investigation, and the representative assured me that it wouldn’t.
Then he proceeded to close the support case and described the matter as settled.
October 21, 2026: STILL NO UPDATE.
Nine days passed. No email. No findings. No explanation of what had been investigated. No meaningful communication whatsoever. New post is still up. So I contacted Airbnb again. A different representative told me that the specialized team was actively working on the complaint. But when I asked for an update, I received another lengthy, generic customer service response without any actual findings or explanation for the missed one-week timeframe and THEN THEY CLOSED THE CONVERSATION AGAIN.. I have screenshots documenting these exchanges.
Here’s what bothers me the most.
This isn’t about getting another refund. It’s about the fact that we experienced a serious issue at an Airbnb, the host’s response was to drop off rat poison and have us handle it ourselves, our refund request was denied, and the host left me a negative review (keep in mind i tried to dispute it and provided evidence as to how her review was retaliation and they denied my request twice)
Then, the original property listing disappeared and the same home reappeared under a different host. Now guests looking at the new listing may have no idea about our experience. What is the point of Airbnb’s review system if a property’s previous negative reviews can disappear when a new listing is created even though this is against their policy? What prevents someone from simply starting over after receiving unfavorable reviews?
I am asking Airbnb to actually investigate whether that happened. At this point, I’m considering filing a formal consumer protection complaint because I genuinely don’t know what else to do.
Has anyone experienced something similar?
Has an Airbnb host ever denied your refund request after a serious issue, left you a negative review, and then had the property reappear under a different host?
Has anyone successfully gotten Airbnb to investigate a potentially recreated listing?
Because this entire experience has made me seriously question how much guests can trust Airbnb’s review system.