On the stays themselves, most have been fine — hosts are generally responsive and places are as described. But the value question keeps coming up, especially when hotels in the same area are listing at similar or lower all-in prices. Still using it, but more carefully. Would be four or five stars across the board if the fee structure was more upfront from the start.

We saw that the following statement was still active in the records: "PARTIAL VACATE EXISTS ON THIS PROPERTY". It didn't stop there. We also discovered records of inspections and enforcement actions indicating that the 3rd floor was being re-occupied despite the Vacate Order. At this point, we contacted Airbnb. And that is where the real scandal began. We reported this situation to Airbnb right from the start. We reported it repeatedly. We sent documents. We sent photos. We sent screenshots. We sent official records. We gave the same explanations over and over again. Despite this, no solution was offered for days. The case was constantly passed on to different representatives. Every new representative acted as if they were seeing the case for the first time. Every new representative asked the same questions.

Every new representative sent us back to square one. And every time, we were forced to explain the same thing all over again. This was not a complaint about cleanliness. This wasn't a case of missing towels. This wasn't an air conditioning malfunction. This wasn't a dispute with the host. This was a safety and legal compliance issue. Yet, Airbnb refused to acknowledge this. They stalled us for days. And throughout this entire process, they kept us in a building that was under a Vacate Order. Later, Airbnb representatives gave us the following assurances in writing: "We will definitely issue compensation for this matter." "The refund might be more than the other reservation, the coupon should cover the difference still." "I make sure that we will cover everything here for you." "We'll review the price difference." "Once you've confirmed the new reservation, we'll issue the difference for the rebooking process."

All of these statements are documented in writing. Relying on these promises and following Airbnb's guidance, we found new accommodations. We submitted alternative listings. We provided the pricing details. We communicated with the hosts. We did everything Airbnb asked of us. We were repeatedly told that a solution was being worked on. We were repeatedly told that the price difference was being evaluated. We were repeatedly told that Airbnb would take responsibility for the situation. What was the outcome? They kept us in a building under a Vacate Order for 9 days.

They forced us to recount the same story dozens of times over those 9 days. They failed to produce any concrete solution for 9 days. And in the end, this is what they told us: Approximately 555 dollars. That’s it. This is the final resolution Airbnb offered us. In a case where Airbnb’s own representatives stated in writing: "we will cover everything here for you," where Airbnb’s own representatives stated: "the coupon should cover the difference," where Airbnb’s own representatives stated: "we'll issue the difference for the rebooking process," Airbnb’s final resolution amounted to approximately $555. Far from covering the price difference for a new stay, this figure does not even compensate for the damages caused by the conditions we were effectively forced to endure due to a process Airbnb failed to resolve for days.

At this point, Airbnb is still contradicting its own promises. It is contradicting its own written commitments. It is contradicting the statements made by its own representatives. And despite these contradictions, it is attempting to evade responsibility. We trusted Airbnb. We booked through Airbnb. We reported the issue on the very first day. We cooperated fully. We provided every requested document. We complied with every request. In return, we were met with days of stalling, contradictory statements, broken promises, and attempts to dodge responsibility. We possess all the correspondence, screenshots, Vacate Order documents, and official NYC records related to this incident. Therefore, we intend to share our experience with the public. Everyone will see the situation Airbnb put us in, how they stalled us, how they made promises, and how they subsequently backtracked.

In short, Airbnb continued facilitating our reservation in a building displaying an official Vacate Order even after we repeatedly reported the issue and provided supporting documentation. Despite being informed of the Vacate Order, the related public records, and our safety concerns from the very beginning, Airbnb failed to relocate us in a timely manner and ultimately refused to provide assistance sufficient to allow us to move to a comparable alternative accommodation without suffering substantial financial loss.

After days of delays, repeated assurances, and written commitments regarding relocation assistance and coverage of the resulting costs, Airbnb's final position bears little resemblance to the promises that were made throughout this process. As a result, we will be pursuing all available legal remedies and publicly documenting every aspect of this case, including the complete written record of Airbnb's statements, decisions, and handling of this matter.

While I understand that companies establish their own payment policies, my frustration is that there was no clear information available on Airbnb's website, support agents could not answer my questions, and there appeared to be no path to escalate the issue to someone knowledgeable about payment options. Airbnb is a multi-billion-dollar company that serves millions of travelers. Customers should reasonably expect clear payment policies, knowledgeable support staff, and accessible customer service. Instead, I spent significant time seeking assistance only to receive conflicting information and no meaningful support. I hope Airbnb will improve both its payment flexibility and the quality of its customer service so future customers do not have the same experience.

This is the third time that they’ve disappointed my family. The first B&B they gave me had no furniture in it, no TVs. It was just an empty house. The other two occasions, the owners have canceled because they’re not getting enough attention from Airbnb. If you’re in Florida your best bet is to stick with the resort. Do not use them. They are not worth it. They’re not worth the time and money all for you to be disappointed as soon as you get close to your date, I’m telling my whole family never to utilize their services again.

The fees charged by Airbnb continue to increase, while the level of service and support provided to hosts does not appear to have improved. Hosts assume significant financial risk, invest substantial time and money into maintaining properties, and are expected to meet increasingly strict standards, yet often receive limited protection when guests damage property, violate house rules, or leave misleading reviews.

Additionally, frequent policy changes and lack of transparency made it difficult to operate confidently as a host. Instead of feeling like a valued partner, I often felt like a replaceable participant in a system that prioritized growth and bookings over fairness and long-term host relationships. After hosting on the platform, I can no longer recommend Airbnb to property owners without significant reservations. While some hosts may have positive experiences, my experience was that the company consistently failed to provide the support, fairness, and reliability that hosts deserve.