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How To Handle a Negative Airbnb Experience

by Allie Moore

Jan 23, 2020

airbnb © Mohamed Ahmed Soliman | Dreamstime

Tips / Travel

Airbnb is one of the most frequently used online platforms to book vacation accommodations, but there have been a few occasions when Airbnb customers have been stuck with a rental property nothing like the Airbnb ad presented, which definitely causes a vacation to get off on the wrong foot. If you’re faced with a less-than-satisfactory or what seems to be a fraudulent Airbnb property, here are the steps you should take to get your vacation back on track.


First, contact the host.

If you come upon an apartment in shambles and the issue is more severe than a leaky faucet, contact the host immediately and provide a detailed account of what is missing/broken, preferably in writing through Airbnb’s messaging portal but also on the phone if the matter is urgent.


Review Airbnb’s policies.

Renters are usually covered financially in the case of three situations: the rental property is completely inaccessible, the space is not clean or the space is not what was advertised on the website. In any of these cases, take photos, videos and notes so you’ll be prepared with evidence when making a claim on Airbnb.


Finally, decide whether you want to stay.

Airbnb may give you the option to stay in the property as it is and possibly receive a partial or full refund, or you can ask Airbnb to find a different property for your stay. By putting it in Airbnb’s hands, you’re more likely to receive a refund instead of booking a new place without first informing Airbnb.


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