I’ve been an Airbnb user for 10+ years with zero issues — until now. I recently booked a stay and needed to modify the dates. The modification was for a fully available period and would have increased the host’s payout, yet the host refused without any legitimate reason and repeatedly discouraged me from proceeding with my reservation.I then contacted Airbnb support, where I was given incorrect information by a senior advisor. I was told that if I had cancelled the day before, I would have received a full refund — which was objectively false, as the platform clearly displayed that only a partial refund would be issued. This misinformation influenced my decisions and created unnecessary stress.Despite multiple escalations, Airbnb sided with the host — even though the host’s messages actively discouraged my stay and made the reservation unusable. I ultimately had to cancel against my will and absorb a financial loss.For a company I’ve trusted for a decade, this was a deeply disappointing experience.Airbnb needs to:• enforce standards preventing hosts from discouraging guests• ensure senior support advisors give accurate information• provide real customer advocacy when a host behaves unreasonablyAfter this experience, I’m reconsidering my future use of the platform.
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