As professional hosts, we put a lot of trust in Airbnb—not just in their platform, but also in the Support team that’s supposed to back us up when things go wrong. Unfortunately, that trust doesn’t always hold.
Recently, we experienced a situation that highlights a difficult truth: Airbnb’s conduct is not always consistent, and some of their representatives lack the training or experience needed to properly apply the platform’s own policies.
The Situation
We had a guest whose profile included a review mentioning “damaged property” and a 4.7 cleanliness rating. According to our House Rule #5, this met the criteria for a fully refundable $500 security deposit—a policy clearly stated in our listing and aligned with Airbnb’s rules for hosts, especially those managing high-value homes.
However, the guest declined to pay the deposit and contacted Airbnb. Instead of standing by their own policy and honoring our Strict Cancellation Policy, Airbnb canceled the reservation, refunded the guest in full, and left our calendar blocked with no payout.
The Problem
Despite being a software-connected host—which allows us to collect deposits off-platform—multiple Airbnb representatives failed to recognize that we had followed every rule. Worse, our objection was ignored, and the original issue was marked as “resolved” without our input.
The Resolution (Finally)
It wasn’t until we escalated the matter and reached a Senior Case Manager that someone finally took the time to properly review our listing, understand our policies, and advocate on our behalf. The payout was reinstated and the issue resolved—but it took three support cases and multiple follow-ups to get there.
The Bigger Picture
We’re sharing this not to discourage hosting on Airbnb, but to set clear expectations: Hosts must be their own best advocates. Airbnb is an incredible platform, but it isn’t perfect—and when the system fails, it’s up to you to protect your business.
That means:
-
Know Airbnb’s policies better than some of their support staff.
-
Document all guest interactions.
-
Don’t hesitate to escalate.
-
Stay professional—but assertive.
For Prospective Hosts and Partners
At StellarStay, we’re more than just a management company—we’re also a platform for hosts who manage multiple properties across different markets. Our proprietary software—one of the most advanced in the industry—makes short-term rental management, guest screening, and even navigating complex Airbnb support cases significantly easier.
We built StellarStay from the ground up to support hosts who care deeply about protecting their properties and maximizing their returns, without getting bogged down in platform red tape.
If you’re a host looking for a smarter, more resilient way to manage your listings, we’re here to help!
