Guest Scams Uncovered: A 2024 Host's Guide to Prevention on Airbnb

Have you recently scrolled one of Airbnb Host discussion groups on Facebook? (in case you are not a member of any of these yet, we’ve compiled a handy list with well-moderated communities here) Once you view a couple of posts, there’s always at least one recent chat about a host being scammed by a guest who either tried to get their stay refunded, stole items from the property etc.

While Airbnb works hard to vet users and ensure safety, there are still instances where hosts may encounter fraudulent behaviour. In this guide, we'll explore common Airbnb scams by guests, how to identify them, and most importantly, how to prevent them from impacting your hosting experience.

Payment Scams:

Scam: Guests may attempt to scam hosts by claiming payment issues or unauthorized charges. This could involve requesting refunds outside of Airbnb's platform or disputing legitimate charges with their bank. The guest would usually claim that their card is not “working within Airbnb”/”the payment doesn’t go through”

Identification: Be cautious of guests who insist on making payments outside of Airbnb's secure payment system or those who provide vague reasons for payment issues.

Prevention: Always process payments through Airbnb's platform and familiarise yourself with Airbnb's refund policies. If a guest requests payment outside of Airbnb, politely refuse and report the incident to Airbnb's support team.

Property Damage:

Scam: Some guests may intentionally damage property during their stay and then attempt to avoid responsibility or dispute the damages.

Identification: Take thorough inventory and photographs of your property before and after each guest's stay. Document any damages and communicate expectations regarding property care to guests.

Prevention: Require a security deposit for bookings or invest in Airbnb's Host Guarantee program, which protects eligible damages up to a certain amount. Additionally, promptly report any damages to Airbnb's resolution centre with evidence to support your claim.

Unauthorised Guests:

Scam: Guests may attempt to bring additional people beyond the booking agreement without notifying the host. This can lead to overcrowding, additional wear and tear, and potential security risks.

Identification: Clearly outline the maximum occupancy of your property in your listing and communicate this information to guests before and during their stay. Keep a video doorbell by the main door (remember that the camera can only be facing outside the property, never inside!).

Prevention: Set clear house rules regarding occupancy limits and guest behaviour.

Communication Outside the Platform:

Scam: guests attempt to contact hosts privately through WhatsApp, text messaging, or other means of communication outside of Airbnb. By doing so, they aim to circumvent the platform’s policies, negotiate special deals, or carry out fraudulent activities without leaving a trace on Airbnb.

Prevention: Don’t communicate with guests outside of Airbnb messages - if even a part of your conversation is done outside of the platform, in case of any dispute, Airbnb won’t be able to help you.

How to spot Airbnb scams by guests?

The best way to protect yourself from scams is to be proactive. This means being aware of the signs of fraud and taking steps to prevent it from happening in the first place. Here are some of the common red flags to look out for:

Poor communication:

Be cautious if a person communicates in broken language, evades your questions, or makes unreasonable demands.

Unverified profile:

A guest with an incomplete profile, no reviews, or fabricated details should raise concerns.

Incomplete payment:

If a guest’s payment doesn’t process or they request an unusual method, it’s a sign that something is amiss.

Unusual requests:

Guests asking for your email, phone number, or social media accounts may be attempting to contact you outside of Airbnb, which is against the platform’s policy.

Suspicious activities:

Be wary of guests who refuse to follow house rules, bring additional guests to vacation rental, or make unreasonable refund requests.

Proactive Measures by Airbnb host to Ward Off Scammers:

Implement these robust measures to safeguard your property and business from fraudulent guests:

Get in touch with your guests

Establish a rapport with your guests through the Airbnb messaging system, clarifying doubts and ensuring all necessary details are discussed in advance. Stick to the platform for communication to minimize security risks.

Find out what other hosts have to say

Read all the reviews from previous hosts to gauge the guest’s reliability, respectfulness, and reasonableness. Be cautious with guests who have no review history or numerous negative reviews.

Refund overpayments with extra caution

If a guest claims to have overpaid and requests a refund, take your time to investigate the situation before issuing a full refund. Verify the legitimacy of the overpayment and follow Airbnb’s guidelines on refunds.

Implement Strict Cancellation Policies

Establish a strict cancellation policy to deter guests who may attempt to exploit last-minute cancellations for refunds. By setting clear expectations, you can minimize the chances of encountering the ‘Last Minute Cancellation’ scam.

Familiarise Yourself with Airbnb Policies

Stay informed about Airbnb’s policies, terms of service, and best practices for hosting. Understanding the platform’s rules and regulations ensures that you operate within the guidelines and can seek support if needed.

Trust Your Instincts

Trust your instincts if something feels off about a guest or their booking request. It’s better to be cautious and decline a reservation than to fall victim to a scam.

About Us

KeyNest offers you a convenient service for storing and exchanging your property keys. You can drop off a key at any of the 5,000+ locations in our network, so there’s one such Point located next to your property already.

Guests, cleaners or contractors can then collect the key securely from a KeyNest Point, which is usually open 24/7. You'll be notified each time the key is picked up or returned, and you can even customize check-in and check-out times.

KeyNest has an ever-expanding global network of locations located just minutes from your property. To find out more, visit our website.