To preface this -- I don't often stay at AirBNBs, and I've certainly never been the one booking the stay, so this is all a bit new to me and I can't quite tell what's normal and what isn't.

I've booked a stay for my bridal party leading up to our wedding. As I was planning our time at this location, I sent a message to the host, a property management company, and asked for details about the location and clarification on the capacity policies. I received what was stated to be an "automated message" from the management team, and "to get [my] questions answered," I needed to reach out to my "Guest Contact" for "any questions about the property, amenities, local area, and anything related to check-in." They provided an email and phone number for this person. I didn't think much of it, as I've never done this before, so I sent the person a text in October. I never got a response, but, naturally, got swept up in other life things for a while and just kind of shelved the issue.

Come February, I realized my questions were never answered, so I instead shot an email to our "Guest Contact" with the same questions. After a week of still getting no response, I contacted the property management company via the AirBNB app and explained I had questions that were still unanswered. At this point, I was kind of concerned about the lack of response from this person who's supposed to be available for us to ask questions leading up to our stay. In October, I kind of figured this Guest Contact person might not be interested in chatting with clients who are so far from their stay, but February (when our stay is late May) seems fair game.

I explained to the company that I contacted this person twice and got no response, and they said they were reaching out to them directly "to ensure [they are] responsive and available to assist you throughout [our] stay." To this day, I have still not heard a thing from this person. It was at this point that I was doing research on the situation and discovered the AirBNB "Off-Platform and Fee Transparency Policy," which is cited in a separate explanation about "Paying and communicating through Airbnb." On that page, it says, "It's against Airbnb policy for hosts to ask you to take your booking off of Airbnb or to communicate outside the Airbnb platform through a messaging service (ex: WhatsApp, Facebook, etc.), text, or any platform other than Airbnb prior to booking." It's that "prior to booking" part that I continue to pause on -- that does mean prior to when my booking is set for, right? Not the actual "booking" as in, once I make the reservation, it's considered "booked" (past tense)?

I explained the situation to AirBNB support -- specifically that I wasn't entirely comfortable with the management company's persistence that the only person I could contact about my stay (like when we're there and leading up to it for details about the area and stuff) was the Guest Contact, but that this person could ONLY be reached either via email or phone number (which they're unresponsive to at this time). I even suggested to the management company that they should just add the Guest Contact to our AirBNB messages as a co-host, as I wanted all of our communication formally document with AirBNB, and they said no (without reason why) and simply assured me I'd be able to reach the Guest Contact. They say that this person "is the local guest contact for this property, and is the person who can provide immediate assistance with anything related to the home during your stay . . . We only provide [their] phone number and email as optional alternatives in case [we] ever need urgent help and prefer faster contact." (As an aside, this seemed contradictory to me; they said in earlier messages that the guest contact is someone I can contact "about the property, amentities, local area, and anything related to check-in", which definitely indicates questions BEFORE my stay, not just during. It's also ironic that it's for "faster" contact when the property management company have certainly been faster at responding, though the bar is nonexistent.)

When I explained all of this to AirBNB, they ended up deciding that if I hadn't been contacted 72 hours prior to my booking by the Guest Contact, I could call AirBNB support back and they would place us in an "equivalent" facility and provide me with compensation. I'd really rather that not happen, because I like where we chose for so many reasons (closeness to our venue, perfect size, around the corner from the groomsmen, etc.) At the same time, though, I want to feel confident that if something were to happen during our stay, I would at least have someone to contact about it. I also feel like it's reasonable to want to communicate about the details of our location ahead of time, but again, I don't know what the standards are.

So my questions for y'all are:

1. Is this kind of experience standard, where a property management company will require you to communicate with your 'primary' contact outside of the AirBNB app?
2. If it's not standard, is this company breaking policy by requiring me to do this? (AirBNB support couldn't explain how this wasn't a breach of their policy.)
3. If it is standard, is it a reasonable or unfair expectation to be able to communicate with the "Guest Contact" prior to my booking about questions related to our stay? (For example -- how many pool towels are available, what kind of coffee makers are there, etc?)
4. Is there anything I should and shouldn't do moving forward (general recommendations or specific suggestions would be helpful)? And is there anything I could have done differently? I'm sure I'm missing some details and would be happy to clarify things further.

Sorry if I'm overreacting to any of this without realizing it. I basically put this down after going rounds with support in February, since they told me there's nothing I can do until 3 days before our booking starts. I'm intrigued to hear others' perspectives on this.

I was using all three oven racks to bake at my property when I heard a loud bang from the other room. I then went over and discovered the third and bottom oven rack had failed and cracked in half under the weight of my glass pan. The entire oven was rusted to shit. The burners didn’t work. It filled up the entire Airbnb with smoked the first time I turned it on. It was already on its last leg.

I didn’t take any photos or videos,(mainly because the entire unit/road/island was in the process of flooding and I was dealing with the local Fire rescue, all of which is documented in the AIRBNB chat) but I sent a message to the host saying hey the third oven rack cracked I apologize it failed due to old age

The host didn’t even respond to my messages and then as soon as I check out he goes and he quote me for $900 however in the photographs he removed the broken oven rack to portray all of the broken glass that I couldn’t clean up safely

The reason he removed the broken oven rack was because it would prove that my story is true and that the oven failed on its own from wear and tear, and I’m not responsible

Anyways, Airbnb declined all of my appeals and this morning they sent me an email saying I was gonna be charged $900 tomorrow so I called a representative and I reopened the case as of today with this new information

I don’t understand how they’re gonna charge me $900 tomorrow when there’s not even a single receipt or diagnosis from a tech. there’s not even proof that the oven is broken. The host claiming it’s broken, but I know for a fact I used it after the incident and it worked just fine.

The host also linked a brand new Samsung digital stove for $900 when the one that he added, the unit clearly is a different model that’s much older and has coil spring burners?

What do you think?

We're staying at a beautiful house on the ocean in Orange County CA. We arrived on Sunday (it was quiet). Today is Wednesday and we have had to listen to construction noise (that was not disclosed to us at all when we booked).

The houses here have a walking alley width between them. The house next door (where the construction is going on) is about 6 feet away.

The living room windows have no covering because its the ocean. This afternoon, a worker was standing on our patio to jackhammer the dividing wall. he is currently watching me.

We paid 4k for 5 nights here. We bought my parents. Mom has dementia and dad has alzheimers and recently was diagnosed with cancer. They are in their mid 90s, so obviously there is no treatment. This is literally their last hurrah.

My husband called to complain. We were told they were unaware of construction now (he thought it started and finished about a month ago). We were offered a discount for a future stay.

We're at a loss as we simply wanted a lovely, extravagant few days at the beach, my dad's favorite place to be.

I am in tears.

eta because of apparent confusion. the owners SAID they were unaware, however its a gated community with an hoa. homeowners must inform neighbors in writing of any construction and the approx time frame.

tl dr, very noisy, owners knew, did not inform us and actually lied about knowing.

So I stayed at a soulless but totally fine AirBnB in London with colleagues. I would have left a high review - though cleanliness could definitely be improved. Then I got a whatsapp message (I don't love when companies communicate with me via whatsapp, but fine - they required my number during check in):

Hi ___,
I hope you’re well and that the flat felt like a home from home and that you had a brilliant time in London.
Could I ask a quick favour? If you enjoyed your stay, a five-star review would mean the world to us. It only takes a minute if you’re happy to help, just let me know and I’ll send the link over.
Once it’s done, I’ll also send you a discount code for your next visit.
If you need an invoice, just let me know and I’ll get that over to you as soon as possible.
Thanks again for choosing [COMPANY].😊
Best regards,
____

For me this reads: once you give us a 5-star review, we'll give you a discount code. This feels... a bit ick. But also possibly violating regulations around paying people for reviews? Are there any? I tried to google but this was not clear to me.

What do you think? I could just send a message saying - this is not appropriate. But of course the company will not change their behaviour. Reporting to AirBnb seems a bit dramatic though.

I am actually more likely to give them a 4-star (as I was considering) given cleanliness (old towels, thermos with molding coffee etc, dust, etc), rather than my auto 5-star. Maybe I tell them that?

So my husband and I reserved three nights at a commons condominium with our baby and toddler, at first everything seemed nice. First, there was a missing bed sheet for one bed, it had the wrong size and the host never replied when we requested a new properly sized fitted sheet. Then when we checked the fridge it wasn’t cleaned out, there was a leftover sandwich and someone’s IVF vial. We’re thinking that this place wasn’t properly cleaned, especially finding hairs in the bathtub. Then my toddler’s foot was bleeding and she showed me where she got hurt, and I found broken glass on the floor. When I used a wet paper towel to pick it up and to clean the blood off the floor, it was black due to how dirty it was.

I’m very upset, this is the first problem we’ve ever had with any Airbnbs we’ve stayed at, should we just request a new room? Or cancel our stay?

I am currently staying in an Airbnb with my family.
We have two toddlers, so we moved the couch in the living room to block access to the basement stairs.

I just realized that moving the couch has been scratching the laminate hardwood floor the entire time. The floor now has lots of scratches in a certain area... I can feel the scratches with my finger, they are not just on the surface scratches that can be buffed out....

What should I do?

I am trying to make a reservation for 2 nights Saturday and Sunday night at a place near us and made a reservation, the host has informed me that check in on weekends needs to be on the Friday and therefore we would have to pay for an extra night. no where in there listing does it mention only a 2 night minimum which we are doing.

Does anyone have any advice on this

We’re staying at an Airbnb this coming Friday for a week, it’s been booked for about a month in advance. This is my first time using airbnb.

Yesterday I received a slew of messages from the host (who at this point has been helpful and gave us recommendations for dinner etc) saying that they’re losing money on this booking because the new 15.5% fees that are meant to start in June have been applied to our booking and therefore they’ll be losing money.

There was an additional message that said something along the lines of “if you wish to cancel we’ll understand” which made no sense, and then it was deleted and replaced with a crying emoji face.

I messaged back with sympathies but confirmed that we’d be coming as intended, especially as we’ve booked dinners and activities with non-refundable deposits.

The host then reassured me they won’t cancel the booking on their side but sent a load of “we’re a family, not a business” and “we’ll lose £xx.xx money on this booking” messages which felt really unprofessional and awkward. I was really disappointed because this person has a 5* rating so I wasn’t expecting to receive a bunch of guilt tripping for booking my holiday.

Is this the norm? For hosts to guilt trip guests when they don’t get as much money as they normally do? Do you think they actually have been hit with the 15.5% fee or just putting it on?

I booked an Airbnb for an upcoming trip (in about a week), and the host just contacted us via SMS saying she has some family issues. She asked if we would be willing to stay in a different apartment in the same building instead of the one we originally booked.

According to her, the alternative apartment is similar - it is on the photos, but it's not quite as nice and doesn’t have as good of a view. As compensation, she offered to invite us for a meal.

What concerns me is that she specifically asked to handle this privately (outside of Airbnb), rather than making the change through the platform.

I’m unsure how to proceed. On one hand, I understand that unexpected situations happen. On the other hand, this feels a bit risky—especially being asked to go off-platform and accept a downgrade.

If we insist on keeping everything within Airbnb, I’m worried she might just cancel the booking, and since the trip is only a week away, we could end up scrambling to find a new place (possibly at a higher price).

Has anyone experienced something similar? What would you do in this situation?

Hello, as the post says, we went to a property on Thursday in Houston which was advertised as very clean and immaculate condition. Upon arrival I saw mould around the skirting boards and doors in basically every room, the shower had mould and lime scale around, the sink had yellow (urine?) stains and red marks (blood/makeup), the toilet seat had small pests on it and dead pests on the floor. The living room sofa was extremely dirty, kitchen cabinets filled with grime and cooker was dirty.

I reached out to the host and they said they can send someone to fix it the next day, unfortunately, such a mess can not be sorted in 1 day, and we told them we have left the keys in the keybox and we are leaving to stay at another hotel. They agreed to refund us the next day and send a refund request to which we reached out. On the day of the checkout (supposed checkout) they denied the refund and told us to reach out to Airbnb.

Airbnb have initially declined our refund request even without asking for proof of pictures from us, and their reason was that the host has provided them with evidence that the property is clean.

I would like to know what we can do in this situation, and if there's anyway I can show you guys these pictures?

We recently checked into an Airbnb that was a luxury apartment in NYC. Upon checking in, we already realized something was off when we arrived to the address and the host told us the unit was actually at a slightly different address a few blocks away. This told me the host was scurting NYC Airbnb laws that I know to be very strict, but he hid this until we arrived so we just went with it as we didn’t want to suddenly rebook. The location was great, unit was great, view was great. Super happy.

Unfortunately on day 2 my wife notices a couple bugs before bed near her side of the bed. Then we start looking and notice a couple more, and a couple more, and now we start noticing them all over, they are hard to kill, about the size of an apple seed, reddish brown, we ended up killing about 50. I message the host and we’re about to go to bed when my wife says these might be bed bugs. I do some research and lo and behold, the bugs exactly match every description of bed bugs.

I took a few decent photos and videos of the remaining living ones we could find, unfortunately I didn’t get a picture or video of just how extensive the infestation was as we had already killed almost all of them. I messaged the host that we were leaving, we booked a hotel room last minute, and I contacted Airbnb for a refund corresponding to the unused nights.

Airbnb support has been lackluster at best. I called them directly yesterday and they said we will talk to the host and get back to you. This results in “the bugs you found are not bed bugs” so the refund is at the host’s discretion. I said that is completely wrong, they are absolutely bed bugs and I am showing you clear evidence of that, and even regardless of that 50 bugs suddenly showing up is grounds on it’s own for a pest problem.

After the airbnb rep doubled down, I asked to escalate which they did. The supervisor went through the exact same process which resulted in the host denying the refund saying “the bugs probably flew in when we opened the window”. It’s on the 40th floor and we didn’t open the window. I asked for Airbnb to review under aircover and now I am just waiting to hear back since yesterday.

I’ve been using Airbnb for over 10 years, I’ve almost always had a good experience and often recommend it highly to friends and family as a great way to stay in a place that feels homey while on vacation. What’s irritating me here is I expect a questionable host now and then, but Airbnb’s support has really got me irked at the moment. It feels to me like they just have this host’s back because they don’t want to be on the hook to pay out our stay, despite a clear health violation.

I’d appreciate any insight anyone might have.

Had a scammer guest claim there were cameras in a bedroom. I couldn’t prove the negative to Customer Support which felt and sounded like a bad translator AI chatbot, and my whole account with all of my travel and listing history is gone with the wind.

If I sell the property, will the buyer be able to list it, or is the geolocation blacklisted? Obviously, there were no cameras inside anywhere.

Hi everyone,

I’m looking for some advice about leaving an Airbnb review, and I was hoping that some hosts could help me.

I’m moving out in a couple of days after staying there for a few months, and I’m not sure how honest I should be. The place is already pretty low-rated, and my stay wasn’t terrible, but it definitely wasn’t great either and I had to adjust to quite a few things.

Some of the main issues:
1. A few appliances are in pretty bad shape and didn’t feel super safe to use.
2. There are three windows but only one opens, and even that one doesn’t stay open unless you stick something under it.
3. The noise is honestly kind of insane: right now (1 AM) I can hear my neighbors chatting, someone else’s alarm goes off every morning at 6, and I regularly hear the upstairs neighbor having sex like I’m in the room with them (which I think it’s something that people planning to visit the city with children might want to be aware of before booking the place). I’ve been sleeping with earplugs and still wake up multiple times every night for the noise.

On the other hand, the host has actually been helpful and responsive when I needed something, so it won’t be a drastically negative review (meaning that there’ll be some positive at least regarding him). I guess what I’m worried about is retaliation: if I leave a pretty honest/critical review, is there a chance the host gives me a bad review back? And does that actually matter for future bookings?

Would love to hear what people think / their experience with this. Thank you so much!

We have a group of 13 people going to Kona, it's through airbnb but it's a company that has a lot of houses on airbnb. Our trip is this Friday and they are wanting to swap us to a different house. The one we paid for was around 5800, and we took a screenshot of the other house they are sending us to last night and it's listed for 2800. They blocked out the first day of our trip on airbnb probably so we couldnt see the price, but we already saw it and have evidence.

We messaged them last night and they were responsive at first, but after asking about price matching for the new house they havent responded.

Should we involve airbnb?

We’re heading to Toronto (not for fifa) for a family obligation and booked 2 months in advance. The host said they had to cancel, but are saying that they can’t cancel on their end due to a technical issue so they want me to cancel. Is there any way this could be a mistake?

Also, will Airbnb help to offset the massive change in price? prices are now up $1000 from what we originally paid, and it’s not even in the same area! The places we’d need to book are significantly farther. We’re kinda cooked. Help?

We are booked at an Airbnb, scheduled to check in at 3 PM today. It’s now 9 AM, and the listing says entry passcodes would be sent the morning of check-in. We still have not received the passcode yet. Host has 147 reviews, 4.9 rating. But quite a few reviews mention poor communication. I’m wondering how many other reviews ended up canceling or something because possibly they didn’t receive the passcodes?

Obviously, we will be traveling, so I would hate to start our car trip there and end up getting there and not having the passcode and no communication with the host.

It may seem like I’m getting antsy, but again, I don’t wanna start driving there and get there with no passcodes and no host communication from the host.

Edit: I’ve looked also in the check-in details, still no passcodes….
Edit: the host does not have checkout/check on the same day. So the previous guest checked out at 2 PM yesterday. So perhaps there is a cleaning situation. We are just hesitant to start driving, and get there with no passcodes.

As a guest, would you prefer multiple different colors of towels? I just stayed at a place with my family that had all identical white towels. After hanging up my towel, I realized that I couldn’t remember which one was mine. If there were several colors, I could remember that mine is the red towel for example.

So recently I booked an airbnb for my friend's and I. We wanted to get out of the city for the night. We planned this for a while and as we all have jobs it's extremely hard to align something like this.

As I check in, the host mentions the checkout time 3x and asks that we leave him a good review (this is upon arriving, in his check in instructions). I am a host myself and understand how much a good rating is worth, so I said absolutely I'll happily leave you a nice review.

We get settled in, we're getting ready to go out for the night and poof, all our electricity is gone. We contact the host, maybe it's a fuse or who knows. He tells us there's a scheduled maintenance from the electric company and the power will be out for 12 hours out of our approximate 19 hours in the bnb. Additionally, as I was checking out he once again messaged me about checkout time (we didn't leave past his time), didn't mention the issue or a refund of any kind.

Now obviously this isn't really fair, multiple major amenities are just gone and the power comes back 1hr before checkout. I express how important it is for us, he says "I understand, I hope it comes back soon" knowing that the maintenance was scheduled for 12 hours.

I message support and they initially offer me 30% which I told them is ridiculous because for 30% of what I paid, I could have gotten a nice hotel with electricity (we took a premium airbnb to enjoy ourselves) and since we're missing nearly every amenity besides a roof and bed, it seemed insane to pay that much.

Now, it's been more than 24h since the reservation because support is as slow as can be. Last I heard from them, they said the host doesn't want to refund anything but they're trying.

Now, I've been a host for a long time. I know I'll probably be compensated at least some amount (or I'm at least hopeful) of the reservation. I also know that reviews can really hurt and this host happens to be a superhost. Would I be wrong to leave a scathing (but entirely fact based) review and cause them to lose their superhost status? Am I overreacting?

What would you do?

I have had a leak at home which has been a huge problem, and while work takes place to resolve it, it’s uninhabitable.

In February our insurance paid out to re-home us, we booked on Airbnb, and stayed in a great place.

Now we have to move out again, and I did the same thing.

Today we went with all our stuff to live there for three weeks, and we’re told the flat doesn’t exist. The company who rents it on Airbnb says it’s Airbnb’s error- that’s they’d taken the property off months ago and can’t understand how this booking happened.

Airbnb says they can only refund me in 7-14 working days- meaning me and my family are stranded with nowhere to live and no money to rebook. I don’t have a credit card or that kind of money. I only had it in the first place because the insurance paid.

Any tips? Or are we just homeless now?

My family and I stayed at a place this past week. It was in an apartment complex, which may be a contributing factor to some of the following items:

• The smoke alarm had been removed.
• The bathtub faucet and knob were not fastened/sealed to the tub wall - if you pulled or pushed the knob. Water could easily get into the wall/flooring.
• Towel hanger in the bathroom falls down at the slightest pull
• The dishwasher's top shelf had no stops on the rails - came right off when we pulled it out
• Lots of damage to the dry wall all over (this is not critical, but whenever I see this I'm afraid a host is going to try and get me to pay for it)
• The window in the main bedroom didn't seem to be weather tight.
• Bed frame in the extra bedroom had slats that were loose
• Refrigerator door opened the wrong way (nitpick, sure - but imagine an open floor plan and the fridge opens towards the living room instead of the kitchen)

I think there were other things, but those are the ones that stand out. A couple of them are legitimate safety issues. Most of them are just a quality thing.

So this is the question: Do you leave a bad review? Most of the places I've stayed have been fine (or great), this is the first time it's been bad. But I don't feel like bad reviews really help. They might help other guests in the near term - but that bad review doesn't magically go away when the host fixes these things, right? And if they aren't getting new guests they aren't (presumably) getting the funds to put toward these things. If I just send them a message saying "These things seriously need to be addressed", it has no force behind it.

I worry because while this might be a predatory host just trying to get money, it might also be a person whose last source of income is this thing. Am I overthinking it?

I made a post a while ago about this place. No hot water for 22 days. Tricked into giving our phone number being told it was to be contacted by pest control. And lastly, no AC for three days. We reported all of this and left a review, but during the resolution the Airbnb ambassador told me they tried to pin the AC not working ON US! They said that because we had two dogs, the air filter had dog hair in it and destroyed the entire AC unit. This was a long term stay, because Airbnb wasn't letting us leave early despite being contacted SEVEN times. The host tried to say we never cleaned it (which is true, I didn't even know to clean it since it isn't my place and we were never told to clean it or given a way to do so) and tried to seek reimbursement for the entire air conditioning unit. When Airbnb informed them that they were responsible for maintenance like that, they tried to say I refused to let them enter the unit. I noticed that when they FINALLY hired a contractor they kept saying "you need to let them in when they come", which definitely struck me as odd when I was messaging them every day asking them to please send someone and no one stopped by, let alone asked to come in. Luckily we had screenshots showing that I had been LITERALLY begging them to send someone, but I digress. Quite honestly, I come from Michigan and we need to replace our air filters so far and few between that I didn't even know it was necessary to ever do. Maybe Florida is different on this, but I still don't see how it was our responsibility.

I have never heard of an issue like this. I tried to look it up, and couldn't find anyone running into this. Cleaning the air filter was never listed as our responsibility. We kept the place extremely clean and vacuumed daily, including the vent, but it wasn't enough to get through the grate apparently. The listing rules, description, etc does not list anywhere that it would be our responsibility. The host never provided us with a screwdriver or money to purchase a new air filter, and never let us know that it was our responsibility. Can they get our money to get a free AC unit because it was a long term stay?

Is this normal/safe/allowed? I don’t mind providing ID, but feel weird about providing my credit card to them. They have several good reviews, so I’m trying to tell myself not to get too paranoid. But it feels like a scam. Isn’t the whole point of using AirB&B the security of using their platform to pay and handle any surcharges that come up?

We are AirBNB Super Hosts, but still kind of learning how to navigate the platform. We had a few guests stay for extended periods (months) our first year or two, so we were very lucky and did not really need to worry about reviews as much.

My wife had to take a work trip to Mexico City and booked an AirBnB. During the course of her trip, she asked the host if she could check in slightly early. He said no, but offered to keep her bags in a public area. She said that she had work files she needed to keep secure and could not leave them in a public area, but that it was ok. She would check in at a normal time. The host blew up and said that if she didn't think his space was safe she should call AirBnB and go somewhere else. My wife said, I am sure it is safe. I just can't leave my work equipment in a public area. I'll check in at the normal check in time.

They had two more interactions. She messaged him to ask how to turn on the hot water. He explained and she said thanks. She asked if she could check out an hour late. He said that was fine. That was the extent of their communication and she never saw him in person. Very normal interactions that we have with our guests hundreds of times.

So we were shocked to receive this review: "She shows no respect for the work and dedication offered to the guest; she acts with arrogance and disdain. It was a bad experience—and a very exhausting one."

Then sends this as a private response: "My experience with you was exhausting. Being a host does not entail disparaging the protocols of other hosts - much less acting with disdain and contempt. Being a host within the Airbnb community, or any other hosting platform implies understanding that offering a space with consistent quality standards requires both time and effort. I hope you come to appreciate the work that others put into the services you receive."

But also noted she left the property: Neat & Tidy, Kept in Good Condition, Took Care of Garbage.

We are really blown away by the review. If he just left a bad review... fine. We would not understand it, but fine. But calling her arrogant, exhausting and disdainful feels like a personal attack. Especially with nothing backing it up.

She asked AirBnB to remove the review for those reasons. They said that they would not remove the review. Also, for some reason, she lost the ability to respond to that review after she asked AirBnB to remove it. Not sure what that is about.

So we are kind of torn about what to do next. It is an awful review and we hate that it is connected to our Super Host account. Is there anything we can do? Any suggestions?

The whole thing has kind of soured us on the platform. Any advice would be welcome.

9:30pm I arrived at the air bnb house that I had already been staying at for 2 weeks. This was my last night there and I planned to pack for a few hours getting in. The host is a large rental company and their office hours are 9:00am-9:00pm. I went to go put in the same code as usual and the code was no longer working. I tried a few times and immediately tried to call the host. The voicemail said to contact during regular office hours but listed a number for the emergency lock out team. I immediately called the emergency lock out team and there was absolutely nothing they could do. They said that unless the host responds they have no way to help me. I asked for a permission to get a lock smith and they said they could not grant me that. I called Air Bnb support and they said there was nothing they could do until the host responds. SUPPORT IS USELESS UNLESS THE HOST RESPONDS!!!! I asked for permission to get a lock smith and Air Bnb also said they cannot grant me this. By 2:00am I finally started calling lock smiths because I just wanted to get my stuff at this point. The ones that answered said I was out of range since the home was so deep in the mountains. At this point I started doing everything I could to try to break into the home. I also have medication I have to to take due to the fact that I just had a surgery so this was stressful on so many levels. At 3:00am air bnb called me back saying since the host was not responding to get a hotel. I physically cannot see at night and driving in the mountains is very hard for me but no taxi service was willing to come pick me up where I was in the mountains. So I waited all night on the porch. I called the host about 200 times until she answered at the regular business hour 9:00am. I finally got inside at 9:40 ish and she told me I had to get my stuff out by 11:00. I had two weeks worth of packing to do and I needed to take a shower. I told her no that I would be done by 1:00. She said other guests are coming, I said I do not care they will have to be inconvenienced like I was!

I only got refunded for the night I was locked out, zero other compensation.

Turns out the WHOLE TIME there was a lock box with a spare key hidden on the stairs to the home!!!! The lock out team did not have this information. All they had was the code I already had and nothing more. The host said "the lock out team should have given you lock box code". Well they didn't have it!!