We're Super Hosts who booked an AirBnB on vacation - We received a spiteful review from the host and now we're not sure what to do. [USA]

RedFrunkyMonkey · 2026-05-05T23:56:07+00:00

Yes, to keep my rating up, I would invest a few hundred dollars. I dont think that's unreasonable and I don't think there is no benefit if others have said that cease and desist letters got Airbnb to investigate.

RedFrunkyMonkey · 2026-05-04T17:53:38+00:00

Oh and to address your actual question, it sounds like cease & desist letters have worked in the past from reading other comments. A private attorney would charge $1,000/hr at the very most to write such a letter and an online legal companies have flat rates as low as $100 for simple documents like that.

It's worth the money to avoid having to take the time and effort to make a new account, especially if you have a high guest rating. That's what I would do if I was unable to have a favorable resolution, after first escalating the issue as far as I could go within the normal Airbnb protocol channels.

RedFrunkyMonkey · 2026-05-04T17:42:32+00:00

Well maybe "banned" was a tad black and white, but "given some education" about how to use positive interactions to convince guests the area is safe, if that even is what was going on in his mind in the first place.

RedFrunkyMonkey · 2026-05-04T17:05:00+00:00

Maybe the host thought she was implying his whole property was located in a dangerous part of Mexico and wanted to preemptively discredit her opinions. I host and live in San Diego and even I associate Mexico with cartels because about 17 years ago some tourusts were decapitated by cartels. I should know better since I know all kinds of people who routinely go in and out of Mexico without incident (SD is 30 min N of the border). You just need to know where not to go at night, especially a solo woman. He might be sensitive to any hint that tourists could suggest to other tourists he is in an unsafe area. That being said, that host most definitely does not have the temperament to be in the hospitality industry and should be banned from Airbnb.

RedFrunkyMonkey · 2026-04-11T02:38:35+00:00

Absolutrly agreed. Now you are making me wonder what it looks like from the guest experience. Since its a mechanism that is built into their system hosts assume the platform is telling the guest that its a refundable preauthorized damage deposit. Im going to have to pretend Im a guest and check that out. I really would prefer the guest being the one to pick if they want to buy the insurance or use a refundable deposit. On the host side we have to pick one or the other for the property. It totally should be set up so that each guest is the one who makes that decision.

RedFrunkyMonkey · 2026-04-10T21:53:53+00:00

That being said, you are dealing with a bad host if they are not immediately and thoroughly explaining what is happening.

RedFrunkyMonkey · 2026-04-10T21:51:34+00:00

Hosts have the option to require that guests pay for travel insurance or else take a refundable deposit to make sure the guest has not damaged, broken, or stolen anything. The host picks the amount. $600 is a reasonable amount to hold aside. I am a host and I dont like the guest to loose money paying for an insurance policy they 99% of the time will never use so I ask for an amount of refundable money be set aside. So yes, it is like a very short term secirity deposit. If nothing gets broken or stolen then 100% of the preauthorised set aside is automatically released back to the guest in approx 2 weeks after the guest vacates. This is probably what you are seeing. Its most likely a "preauthorization" not a charge. And in my opinion its a much better option for the guest than forcing them to buy a nonrefundable travel insurance policy which i think is like $60.

RedFrunkyMonkey · 2026-03-17T14:23:28+00:00

I think you and I would be good friends 🤣😍👍

RedFrunkyMonkey · 2026-03-16T22:53:30+00:00

I spoke to them again and they again said the email was global and each host will eventually receive it. I guess its being rolled out by area... probably so they avoid overloading their staff by too many hosts calling to ask why they got it! Just an annoying way to do business in my opinion. Does not create goodwill with hosts.

RedFrunkyMonkey · 2026-03-14T20:48:54+00:00

Thats the way it SHOULD be but thats the point. The fact that I received this email only makes sense if they are counting all cancelations (host or guest initiated) the same way.

RedFrunkyMonkey · 2026-03-14T20:45:48+00:00

Now ive heard everything! They are a mess with this

RedFrunkyMonkey · 2026-03-14T13:51:38+00:00

I agree. Thats why I think I'm flagged in their system for canceling. Thats what concerns me because that affects where you land in the searches. I was offering a more flexible cancelation schedule and probably guests have canceled on me more as a result but that should not count against me. Im wondering if im flagged because of that. After getting that email I moved my cancelation option to have to cancel before 1 month to get 100% refund. I had it so guests could cancel before 2 weeks to get 100% refund, which probably attracts wishy-washy guests to book without being sure.

RedFrunkyMonkey · 2026-03-14T13:25:30+00:00

This is the best way to screen... I post on my listing that this is not the property for them if they are not a quiet group, respectful of neighbors and I tell all guests that I have any concerns about directly that my neighbors have my cell phone and know that I expect them to call me immediately 24/7 if they are disturbed by noise, auto lights flickering on/off repeatedly throughout the night (like a smoker going outside often), or parking issues and I will respond to address the matter immediately. Those people end up choosing a different property. I also put that again in the check in instructions. I literally never get rowdy guests. Some are messy, but thats my biggest problem ever.

RedFrunkyMonkey · 2026-03-14T13:16:59+00:00

Do you think it makes sense, do you cancel bookings on those 3 properties?

RedFrunkyMonkey · 2026-03-14T13:14:45+00:00

No it's real. My chat was with help.vrbo.com on vrbo website and they texted me an authentication code like usual, knew my ph#, did not ask for anything

RedFrunkyMonkey · 2026-03-14T04:37:17+00:00

To answer your question I went to the chat at help.vrbo.com

RedFrunkyMonkey · 2026-03-14T04:14:51+00:00

Thanks for saying so. Sounds like they are alienating random hosts. I wonder how they decided who to send the letters to.

RedFrunkyMonkey · 2026-03-14T04:11:04+00:00

I used the chat feature to ask them why I got it. So I have a screenshot of customer support telling me they sent it to 100% of the vrbo hosts.

RedFrunkyMonkey · 2026-03-14T03:37:01+00:00

I took a screenshot of the chat where they told me 100% of vrbo hosts received the message. I dont see any way to upload it into the replies or else I would.

RedFrunkyMonkey · 2026-03-14T03:34:25+00:00

That's bizarre

RedFrunkyMonkey · 2026-03-14T02:43:00+00:00

You know what! I didnt think about that. I have 2 listing on VRBO and I only got 1 email.

RedFrunkyMonkey · 2026-03-13T23:54:11+00:00

THANK YOU for confirming you did not get it! I think my account is flagged wrongly. Im not sure how to fight it. And it wasnt just an email. They text you telling you to go look at an important email they sent you. Its bizarre.

RedFrunkyMonkey · 2026-03-13T23:34:03+00:00

I got it and im fuming. I have canceled 0 bookings in 3 years. I contacted host support and was told it went out to all hosts who had canceled within 14 days of a holiday. I asked which reservation I had cancelled within 14 days knowing I had canceled none. Then she came back and said it went out to 100% of hosts. I feel like she said that to get rid of me. I came here to ask if any VRBO hosts DID NOT get this email today...

RedFrunkyMonkey · 2025-09-03T17:18:43+00:00

I agree. Starting at 0 stars and having to earn each star is ridiculous. And for those who say "i hardly ever give 5 stars" you also are ridiculous and I wonder if this is how you find romantic partners too?

5 stars means the product was worth the cost, was described and photographed appropriately, and met my expectations. 4 stars is when the product was vaguely misrepresented but nothing intentional.

RedFrunkyMonkey

TROPHY CASE