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Airbnb altered reservation after guest complaint

  • June 27, 2025
  • 3 replies
  • 107 views
Igor
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Hello everyone.

We have situation when guest decided to leave the accommodation after two night staying (reservation was for 3 weeks). Guest cut off water in the apartment, sent that to Airbnb and said they don't have water. They also complained that the property doesn't have parking (we explicitly mention that the property is located in historical centre without parking on the listing page, at the moment of the reservation and five days before arrival). And also that the property does not have aircons in each bedroom - again this is historical building and putting aircons everywhere was not possible when we were doing renovation.

Guest also left us one star review on Google Maps and Airbnb.

So the Airbnb altered reservation and withheld the payout without any consultation with us. We got just a cleaning fee and two nights instead of full reservation for three weeks.

We appreciate your suggestions how to deal with that. Thank you.

Best answer by Mahmodul

Sorry to see this happening to you. It’s unfair how hosts have so little control in these situations, while guests often get the upper hand.

Here’s what I can suggest:

  1. Keep pushing Airbnb to remove the review. If you stay persistent, they might eventually take it down. I have seen two three cases.

  2. Respond publicly to the review if you haven’t already.

I would suggest preventive measures mainly as well:

  • If a guest starts nitpicking early, consider refunding them to prevent a bad review. A one-time loss may be better than long-term damage to your ratings.

  • Make sure your listing very clearly states the A/C and parking limitations upfront, so there’s no confusion.

MoniqueD

3 replies

Mahmodul
Known Participant
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  • Mahmodul
  • Known Participant
  • Answer
  • June 28, 2025

Sorry to see this happening to you. It’s unfair how hosts have so little control in these situations, while guests often get the upper hand.

Here’s what I can suggest:

  1. Keep pushing Airbnb to remove the review. If you stay persistent, they might eventually take it down. I have seen two three cases.

  2. Respond publicly to the review if you haven’t already.

I would suggest preventive measures mainly as well:

  • If a guest starts nitpicking early, consider refunding them to prevent a bad review. A one-time loss may be better than long-term damage to your ratings.

  • Make sure your listing very clearly states the A/C and parking limitations upfront, so there’s no confusion.

We take the hosting burden from you. Just google Castle Host
Igor
Igor
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  • Igor
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  • New Participant
  • June 28, 2025

Thank you!

Mahmodul
ppdupuy
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  • ppdupuy
  • New Participant
  • June 30, 2025

I have a cabin that has no proper kitchen due to a local ordinance - so I would still get dinged for not having a proper kitchen even though I said it in the description, so then I made it part of what they have to agree to before booking and mention it in several other places. I no longer get complaints about that. People don’t always read all the info so you have to make it SUPER obvious if there are differences from what they would normally expect (like AC, parking).

Mahmodul
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