I wanted to share an experience and get advice on dealing with Airbnb support during an international trip.
We were a group of 6 staying in a 3-bedroom Airbnb. Around midnight, the host accidentally changed the entry code. By 1:30am, we were completely locked out in freezing conditions (around -6°C) with all of our belongings inside, including medications.
We contacted Airbnb support and reached the Safety team after about 15 minutes. They were helpful initially and told us we could book a hotel and be reimbursed up to $325 per night per room, which meant 3 rooms for our group.
After that, things became inconsistent:
The host mentioned there was a cap on reimbursement
Airbnb confirmed a limit but did not clearly define it
Later, support said only one room would be reimbursed, contradicting the Safety team
I had to provide screenshots of the original conversation
Support expects quick replies from me, but often takes 12+ hours to respond
Current status:
We did receive a full refund for the Airbnb stay
Still waiting for confirmation on hotel reimbursement, which is significant since we needed multiple rooms
The most difficult part was being locked out in freezing weather without essentials, followed by the ongoing back-and-forth to resolve reimbursement.
Has anyone successfully had Airbnb honor what was initially promised by their Safety team? Any tips on escalation or getting a clear resolution?
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