Making Airbnb complaints in Australia

With the number of properties on the platform – 100,000 in Australia alone – there are bound to be Airbnb complaints in Australia.

Just as they do in hotels or other accommodation, guests will have bad experiences and they are entitled to seek resolutions when they don’t get what they paid for.

One of the reasons for making a complaint to Airbnb is last-minute cancellations. These can leave you stranded and frustrated, especially if you're trying to travel on a budget and you’re suddenly forced to scramble for alternative accommodation at inflated prices.

 

 

This often seems to happen during major events, such as Taylor Swift’s sold-out concerts that drew thousands of fans to the major cities, and left people like Melissa without accommodation when the Airbnb host cancelled her booking at the last minute without a reasonable explanation. Even more infuriating, she then saw the same property listed at a much higher rate shortly after.

Another reason for Airbnb complaints in Australia is when the accommodation booked does not live up to how it was advertised. If you have already checked in and discover big discrepancies between what you thought you paid for and what is on offer, you can:

• • Ask the host to fix the issue
  • Request a partial refund
  • Cancel the reservation and request a full refund

For your requests to be honoured, you should submit them within 24 hours of checking in. Provide photos and videos of the property highlighting the discrepancies between the listing and the reality. Note specific details, such as missing amenities, cleanliness issues, inaccurate descriptions, or any safety concerns.

How do I make a complaint to Airbnb?

You can complain directly to Airbnb but it’s important to do a few quick checks so you are armed with the right information to get the best result.

Understand the cancellation policy

Every Airbnb listing has a unique cancellation policy chosen by the host. This policy outlines the refund you're entitled to based on the timing of the cancellation. When you made your booking, you would have agreed to the terms and conditions, so double check them.

Gather evidence

Take screenshots of the listing description, communication with the host, and documentation of the cancellation policy. If the accommodation doesn’t match what was advertised, take photos of the property as soon as you arrive and screenshots of the listing. This evidence is crucial if you need to escalate the issue.

Contact the host

There may be a genuine and unavoidable reason for the issue. Reach out to the host in the first instance and ask for an explanation. If you are not satisfied with their response, you can escalate with Airbnb.

Contact Airbnb

There are a number of ways to contact Airbnb to seek a resolution. Write down your issues and clearly explain your concerns and why you consider you have been unfairly treated or the property is not up to scratch. They can mediate with the host, try to find a solution, and offer alternative options, such as rebooking.

 

 

What if Airbnb won’t help?

If negotiations with the host go nowhere and you feel that Airbnb support is being less than supportive, you can contact the Australian Competition and Consumer Commission (ACCC) or your state or territory Fair Trading.

You may have ground for legal action if you believe the host violated Australian Consumer Law (ACL) by:

• • Misrepresenting the cancellation policy
  • Cancelling without a valid reason
  • Engaging in manipulative practices
  • Falsely advertising

ACL protects consumers from misleading and deceptive conduct, and in such cases, you may be entitled to:

• • The full refund as per the cancellation policy.
  • Compensation for any consequential or associated loss or damage resulting from the cancellation. This could include additional expenses incurred from scrambling for alternative accommodation, missed travel connections, etc.

 

 

What if Airbnb won’t help?

Handle My Complaint is dedicated to protecting and upholding consumer rights. If you feel that Airbnb is not doing the right thing, or their customer service is being less than helpful, lodge a complaint with us. We’ll help you handle it.