Serious Trust and Safety Concern
I cannot recommend Airbnb based on my experience. The host required payment in cash outside of the Airbnb platform rather than processing it through Airbnb’s secure payment system. The payment was not delayed because I refused to pay or ignored an obligation. I made multiple good-faith attempts to arrange the off-platform payment method the host requested, but I was traveling and then had my belongings stolen, including my phone and cash. Those circumstances made it impossible to complete the cash payment immediately. It is important to be clear that this situation was created by the host’s decision to request payment outside of Airbnb. Had the payment been handled properly through the platform, there would have been a secure record, established payment process, and access to Airbnb’s protections. Instead, I was placed in the unreasonable position of trying to arrange a cash payment while abroad and dealing with a theft. When I could not complete the payment immediately, the host began contacting me persistently through WhatsApp from multiple phone numbers. The messages became increasingly aggressive and intimidating. Most disturbing, the host referenced having access to my personal information, including my home address, while pressuring me for payment. A guest’s private information should never be used as leverage, regardless of any dispute. Airbnb said hosts aren't provided with that info but the host was very clear that they new my address which felt very thretening. Airbnb’s handling of the situation was deeply inadequate. I reported the off-platform payment request, repeated unwanted contact, and the host’s references to my home address. Despite the obvious safety and privacy concerns, Airbnb failed to intervene meaningfully or protect me from further harassment. I was effectively left to manage an escalating situation alone even though the host’s decision to bypass Airbnb’s payment system was at the center of the problem. Airbnb promotes itself as a trusted platform with safety protections, but those protections felt meaningless when I actually needed them. Future guests should be extremely cautious, and understand that Airbnb may not provide meaningful support even when a host’s behavior raises serious safety concerns.