Seven years as a spotless host, hundreds of guests, and full trust in Airbnb — all lost after one absurd case handled with arrogance and bureaucracy instead of fairness.Yes! On Trustpilot we describe companies and entities according to the trust and fairness they demonstrate in real situations of everyday life. And I had huge trust in Airbnb — until now. I am going to leave the company after being terribly treated with a stubborn and senseless refusal, carved in stone like the Ten Commandments, of a damage claim, despite the many photos, receipts, an invoice, and a video fully supporting my case. If Airbnb can take such a defiant and irrational attitude over a minor matter like this, I truly wonder what might happen in more serious circumstances. This is their Host Protection Program, supposedly created to cover damages to hosts’ properties caused by Airbnb guests — but in reality, it has turned into an empty promise And all this over about €515! Their “final” message came from a person named Natalia, “Floor Manager” (whatever that means), who simply copied and pasted a prewritten response, ignoring 28 previous emails and all the evidence provided. After seven years as an impeccable host, last ones as SuperHost, with hundreds of guests and a spotless record, I was treated as if I were trying to cheat the system. This attitude is not only unfair and arrogant, it is deeply offensive to the trust that thousands of hosts place in Airbnb every day. My experience shows that Airbnb’s so-called protection is illusory, and that when a host truly needs support, what he gets instead is bureaucracy, empty formulas, and evasion of responsibility. Goodbye Airbnb — after this experience, trust has been lost for good.
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