An Airbnb guest has been left frustrated after their claim for a refund over alleged property damage was rejected – even though they provided photographic evidence to support their case.
The incident highlights ongoing concerns about how the platform handles disputes between hosts and guests, with some users claiming the system favours property owners.
The Disputed Claim
The guest, who wishes to remain anonymous, claims they were charged for damages they didn't cause during their stay. "I took photos when I arrived and when I left," they explained. "The host made claims about stains and broken items that simply weren't true based on my evidence."
Airbnb's Response
When contacted for comment, Airbnb stated: "We carefully review all evidence provided by both parties in a dispute. Our team makes determinations based on the available documentation and our policies."
However, the company declined to comment on this specific case, citing privacy reasons.
What Guests Should Know
Consumer rights experts recommend:
- Always document the property's condition upon arrival and departure
- Report any issues to the host immediately through the Airbnb platform
- Understand the host's cancellation and damage policies before booking
- Consider purchasing travel insurance that covers rental property damages
The case serves as a reminder for both hosts and guests to thoroughly document property conditions to avoid similar disputes.
