Don’t Let This Happen to You: An Airbnb Host's Story of a Lost Payout

A Host's Frustrating Experience with Airbnb Support

This is a true story. All names and events described are real.

Here is why I use OwnerWebs.com to build book direct websites and move my business away from Airbnb. Look at how Airbnb allowed this guest to scam me. Then look how Airbnb abruptly ended the support thread thus not allowing me to speak any further. Hosts, is this really what you want from Airbnb?

The Guest's "Medical Emergency" and The Host's Response

The problem began with a guest named Felicia, who had a reservation with a strict cancellation policy. For days, the guest attempted to use a "medical emergency" as an excuse to get a full refund, even though she had no intention of traveling to my property. As a host, it's not my place to discuss private medical information, nor is it my responsibility to cancel a reservation for a guest. I expected Airbnb to stand by my policy.

The support agent, Sakshi, contacted me on behalf of the guest, claiming the guest hadn't received check-in details. This was the opening Airbnb needed to take control of the situation, even though I had already provided the check-in instructions to the guest via text messages.

Crucially, Airbnb Support told me to respond within half an hour, but I had already responded in just 23 minutes. In fact, I had already spoken to an Airbnb support agent on the phone even before their message came through.

Despite my repeated communication with both the guest and the support agent, Airbnb made a decision that not only cost me money but also demonstrated a complete lack of support for me as a host.

The Conversation

Airbnb Support (5:08 PM) Hi Matthew, this is Sakshi, your Support Ambassador with Airbnb, I hope this message finds you well. I am contacting you today on behalf of your Guest Felicia for reservation HMK9ZFYEQM... The Guest has contacted us to get an update about this reservation, she has not yet received check in details, the check in time has been past already. We would appreciate a response within half an hour, or else we will have to cancel this reservation and issue a refund...

Matthew (5:31 PM) I will take care of this.

Airbnb Support (5:32 PM) Thank you, would be waiting for your response.

Matthew (5:38 PM) I have given her a response for check-in both through text messages and on Airbnb messages. I have communicated with the guest no less than 6 times throughout the process of this reservation beginning days before the check-in... When I called her she told me she has not traveled to the property and was trying to scam me into giving her a refund. When I told her on the phone that I couldn't refund her she told me to "go f*ck myself".

Airbnb Support (5:47 PM) We apologize on behalf of your guest... But you have not reverted to her in the Airbnb message thread while the time of her reservation.

Matthew (6:07 PM) Yes I did. I gave her the reservation information via text and on Airbnb. That is no reason to cancel the reservation on my behalf. I expect to be paid for this reservation!!!...

The Unjust Cancellation and the Fight for Payout

Despite providing check-in details and proof of communication, Airbnb Support canceled the reservation on my behalf, claiming "no response." They then informed me that since the reservation was canceled, I was not eligible for the payout. A guest can make a fraudulent claim, verbally abuse a host, and avoid traveling, but it's the host who gets penalized and loses their money.

Airbnb Support (6:12 PM) As there was no response from your end, we had to cancel this reservation on your behalf and provide a full refund to the guest. As we have evidence stating, there was no response from your end.

Matthew (6:12 PM) I have NOT CANCELED THIS RESERVATION! I have given check-in instructions... You are stealing!!!!!!

Airbnb Support (6:13 PM) Do not worry, I will highlight your concern to my superior and would be updating you back.

Matthew (6:15 PM) No!!! Do not steal my money!!!! I have been holding this spot on my calendar for the guest since July 23!!!! I have COMMUNICATED WITH THE GUEST 6 TIMES!!!!

Matthew (6:17 PM) THERE IS NOTHING TO INVESTIGATE!!!!! I HAVE FULFILLED ALL THAT IS EXPECTED OF ME!!! MY POLICY IS SET TO STRICT, AND YOU CANCELED THE GUEST WITHOUT MY AUTHORIZATION!!!!! I WANT MY MONEY FOR THIS RESERVATION!!!!!

Airbnb Support (6:19 PM) I'm working on this right away and will share the update with you shortly... We would be trying our best to waive off the cancellation consequences for you.

Matthew (6:20 PM) ...WAIVING THE CANCELLATION FEE IS UNACCEPTABLE AND NOT ENOUGH. I WANT THE CANCELLATION FEE WAIVED AND I WANT ALL OF MY MONEY FOR THIS RESERVATION!!!!!!

Matthew (6:23 PM) TAKE OFF THE CANCELLATION PENALTY AND ISSUE MY PAYOUT. THEN I WILL NOT WORRY. THIS IS CRIMINAL BEHAVIOR!!!!!!

The Abrupt End to the Support Thread

After I explained the guest's scam and how I had done everything right, Airbnb Support simply decided to close the case. They sent a final message reiterating that I was not eligible for the payout and that the matter was closed.

Airbnb Support (6:34 PM) In regard to your payout as this reservation is cancelled and guest has been refunded you are not eligible for refund as per our policy... I will go ahead and close this thread for the time being. For any further assistance, please feel free to reach out to us or simply visit our Help Center at www.airbnb.com/help ...

This is how Airbnb treats its hosts: they allow guests to get away with bad behavior, cancel reservations against your will, and then shut down the conversation when you try to get your money back.

For five years, I worked hard to build a reputation for this property on this platform, only to be thrown under the bus by a support team that was more interested in closing a ticket than in doing the right thing.

This experience is a prime example of why hosts need to take control of their business. Services like OwnerWebs.com allow you to build a direct booking website, enforce your own policies, and avoid the risks of being at the mercy of a third-party platform. You work too hard to let a single bad actor and a flawed system steal your hard-earned money.

By rewarding this guest's behavior, Airbnb has essentially taught her that she can get away with this scam, putting other hosts at risk in the future. Please share this article to expose what Airbnb is doing to hosts on a daily basis and help other hosts protect their businesses.