For a decade, I thought Airbnb would protect us if something went...
wono@wono_strategy
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Jul 25, 2025
~9 min read
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For a decade, I thought Airbnb would protect us if something went wrong.
That was until the life of my son was in play and they sided with the host.
If you trust @Airbnb, don't learn the hard way like I did.
Here's my story:
That was until the life of my son was in play and they sided with the host.
If you trust @Airbnb, don't learn the hard way like I did.
Here's my story:
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I hope my experience helps some of you save your sanity, a lot of money and your children's lives.
On the 8th of July, we're on a flight to Spain for a summer family vacation.
We were a universe away from realizing how close we'd come to losing our son.
On the 8th of July, we're on a flight to Spain for a summer family vacation.
We were a universe away from realizing how close we'd come to losing our son.
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We arrived at the Airbnb situated in a wealthy residential area at around 6pm with my family (including my 4 year old son and pregnant wife).
Check-in mainly went fine, except for one detail.
In the nightstand drawer, I found this (used) panties.
Check-in mainly went fine, except for one detail.
In the nightstand drawer, I found this (used) panties.
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Gross, but not a big deal. I reported that to the host on WhatsApp as friendly feedback.
She apologized and replied:
"I will talk to the (cleaning) company [...] So sorry for that!!!"
Keep that in mind, it's an important detail.
She apologized and replied:
"I will talk to the (cleaning) company [...] So sorry for that!!!"
Keep that in mind, it's an important detail.
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The next day, after cooking we discovered an ant infestation in the kitchen.
Pretty annoying but this time, I didn't complain. There's quite a bit of vegetation around, we were having a good time so, let's focus on what's important: family time.
We handled it ourselves.
Pretty annoying but this time, I didn't complain. There's quite a bit of vegetation around, we were having a good time so, let's focus on what's important: family time.
We handled it ourselves.
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2 days later, the nightmare begins.
On a hot afternoon, I was reading a book on the sofa bed where my 4 year old son sleeps.
When I woke up, as I put my book aside to mark my page, I noticed an orange thing in the bed structure.
On a hot afternoon, I was reading a book on the sofa bed where my 4 year old son sleeps.
When I woke up, as I put my book aside to mark my page, I noticed an orange thing in the bed structure.
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A pill that reads "OXN" on one side and "40" on the other.
My legs started shaking.
If like me you're familiar with the US opioid crisis (or watched Dope Sick) you know precisely what this is.
If not, let me quickly explain.
My legs started shaking.
If like me you're familiar with the US opioid crisis (or watched Dope Sick) you know precisely what this is.
If not, let me quickly explain.
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This is a pill that contains Oxycondone, a powerful opioid.
Prescribed ONLY for opioid-tolerant adults with severe pain, like cancer or major surgery and administered under strict medical supervision.
It is stronger than morphine.
Prescribed ONLY for opioid-tolerant adults with severe pain, like cancer or major surgery and administered under strict medical supervision.
It is stronger than morphine.
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Designed to release slowly over 12h to avoid overdose ("extended release").
The lowest dosage is 5mg, I found the 40mg version.
Without strict supervision, if swallowed it could kill an adult within ~1-3h.
But if chewed it's within ~30-90mn.
The lowest dosage is 5mg, I found the 40mg version.
Without strict supervision, if swallowed it could kill an adult within ~1-3h.
But if chewed it's within ~30-90mn.
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For a child under 20 kg (44 pounds) if chewed (thinking it's a candy) we're talking death within 10-20 minutes.
A silent death with no warning or crying:
1) Loss of consciousness (sleepy)
2) Breathing stops
3) Cardiac arrest
All that under 20 minutes.
A silent death with no warning or crying:
1) Loss of consciousness (sleepy)
2) Breathing stops
3) Cardiac arrest
All that under 20 minutes.
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My son has been sleeping and playing around this potential killer for 3 days already.
In this situation, any parent would have helplessly witnessed their child die from a cardiac arrest in front of them without having any clue about what's happening.
In this situation, any parent would have helplessly witnessed their child die from a cardiac arrest in front of them without having any clue about what's happening.
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But thankfully, I'm the one who found it.
First the panties, then the ant, now a deadly narcotic. That's enough.
Are there more opioid pills in the apartment? What's next?
I'm not gambling the life of my son figuring this out.
First the panties, then the ant, now a deadly narcotic. That's enough.
Are there more opioid pills in the apartment? What's next?
I'm not gambling the life of my son figuring this out.
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I reached out to the host through WhatsApp to give her the opportunity to resolve this issue.
The bare minimum of what I expected was apologies.
All I wanted at this stage was a professional deep cleaning to ensure the apartment was safe and free of potentially more opioids.
The bare minimum of what I expected was apologies.
All I wanted at this stage was a professional deep cleaning to ensure the apartment was safe and free of potentially more opioids.
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But when I expected assistance, I got ambushed instead.
This is her reply:
This is her reply:
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Aaaannd, she played the reverse-uno card.
3 days ago she apologized profusely for the dirty panties, quote: "I will talk to the (cleaning) company"
But now, all of a sudden the apartment had been "thoroughly cleaned" and she doesn't understand.
3 days ago she apologized profusely for the dirty panties, quote: "I will talk to the (cleaning) company"
But now, all of a sudden the apartment had been "thoroughly cleaned" and she doesn't understand.
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Long story short, I got on the phone with Airbnb to provide my side of the story and learned that she had filed a complaint against me.
So to cover myself and prove the pill is real, I went to a local pharmacy to identify it and then reported it to the police (it's a narcotic).
So to cover myself and prove the pill is real, I went to a local pharmacy to identify it and then reported it to the police (it's a narcotic).
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Next, my discussion with Airbnb's safety team started.
I told them I didn't want to stay in this apartment anymore and asked them to cancel my current stay.
Airbnb:
I told them I didn't want to stay in this apartment anymore and asked them to cancel my current stay.
Airbnb:
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Me: Can you confirm in writing that Airbnb doesn't consider an opioid pill found in a 4 yo bed a safety issue?
Airbnb: It is a safety issue, but we cannot cancel
Airbnb: It is a safety issue, but we cannot cancel
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Me: *This* is your policy. Do you confirm your position?
Airbnb: *dodges the question*
Airbnb: *dodges the question*
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So first it's NOT a safety issue, then the next reply IT IS a safety issue.
Then they CAN'T cancel the reservation, and a few minutes later, a case is created.
Do they spin a wheel on their rules?
Now comes the "relocation team":
Then they CAN'T cancel the reservation, and a few minutes later, a case is created.
Do they spin a wheel on their rules?
Now comes the "relocation team":
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Finally a good news. Or so I thought.
This part has a lot of details so here's a TL;DR:
- I had 5 more days left
- Airbnb offered 3 days max at a hotel for transition
- Which means they expect us to move places twice in 5 days
- It's high season, almost no options left
This part has a lot of details so here's a TL;DR:
- I had 5 more days left
- Airbnb offered 3 days max at a hotel for transition
- Which means they expect us to move places twice in 5 days
- It's high season, almost no options left
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The only option available requires a minimum of 4 days
(with only 1 room left).
Not ideal so I ask Airbnb for assistance to find a solution.
3h pass, still nothing.
I call Airbnb general support "I'm contacting the agent, he will get back to you shortly".
(with only 1 room left).
Not ideal so I ask Airbnb for assistance to find a solution.
3h pass, still nothing.
I call Airbnb general support "I'm contacting the agent, he will get back to you shortly".
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Spoiler: he didn't came back
So after another 2h of waiting, I booked and paid full myself.
Remember Tom saying "as soon as I receive your reply?"
That was 8h ago.
So after another 2h of waiting, I booked and paid full myself.
Remember Tom saying "as soon as I receive your reply?"
That was 8h ago.
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After 12h of ghosting, Tom eventually replies at 4am... not to help but with a goodbye.
How lovely.
How lovely.
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I thought Airbnb would take responsibility for the ghosting me. They didn't.
On the phone, an agent from the relocation team instructed me to contact the safety team regarding that issue, "they're the ones who can help you."
This is the safety team's reply:
On the phone, an agent from the relocation team instructed me to contact the safety team regarding that issue, "they're the ones who can help you."
This is the safety team's reply:
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Who is lying?
Well... We'll never know.
Because when I asked the relocation team to confirm their position... they threatened to ban me instead.
Awesome.
Well... We'll never know.
Because when I asked the relocation team to confirm their position... they threatened to ban me instead.
Awesome.
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4 days later, the relocation step is long gone. But surprise: I get this message (see pic).
Apparently, policies change based on the moon cycle (or lunch breaks).
This time, it's not 3 nights but 1.
Apparently, policies change based on the moon cycle (or lunch breaks).
This time, it's not 3 nights but 1.
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Back to the opioid case, after I've left the Airbnb with their approval and 0 help from them (quite the opposite actually).
That's Airbnb's conclusion:
That's Airbnb's conclusion:
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They also proceeded to censor me instead of answering my question.
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TL;DR
- A narcotic pill that could have killed my son was found where he sleeps
- The host lied (with proofs)
- Airbnb confirmed it was a safety issue
- When I needed their help they ghosted me mid-crisis
- Threatened to ban me when I pointed out their contradictions
- Sided with the host and censored me
- A narcotic pill that could have killed my son was found where he sleeps
- The host lied (with proofs)
- Airbnb confirmed it was a safety issue
- When I needed their help they ghosted me mid-crisis
- Threatened to ban me when I pointed out their contradictions
- Sided with the host and censored me
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On my side:
- I paid twice (initial booking + second booking upfront) from my pocket
- I packed luggage twice in 5 days with a pregnant wife
- The host could reverse the situation, blatantly lie with no repercussions and get paid full
- I paid twice (initial booking + second booking upfront) from my pocket
- I packed luggage twice in 5 days with a pregnant wife
- The host could reverse the situation, blatantly lie with no repercussions and get paid full
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Apparently @Airbnb needs a child to die first before it becomes a real issue.
I've been using Airbnb for almost a decade now.
After all these years of loyalty, the only moment I needed you, you protected your liability instead.
Thank you for ruining my family vacation.
@bchesky, was this the kind of customer experience you had in mind when you built Airbnb?
I've been using Airbnb for almost a decade now.
After all these years of loyalty, the only moment I needed you, you protected your liability instead.
Thank you for ruining my family vacation.
@bchesky, was this the kind of customer experience you had in mind when you built Airbnb?
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Since my thread is getting some attention, here's my message for parents (or future parents):
When you travel with young kids, please check every bed, sofa, furniture gap... etc as you arrive.
It takes a few minutes but trust me, I can't unsee what could've happened. I hope I can prevent my nightmares from becoming your reality.
Thankfully, my son is just a child. The rest of our vacation went well for him, but in every one of his innocent smiles, my wife and I couldn't stop seeing the other timeline.
The pill looks exactly like his favorite candy (called PEZ, orange flavor - see pic attached) and everytime he laughed, played or interracted with me, I kept imagining him finding that "candy" first and the innocent excitement in his eyes while finding this poison before eating it.
If this thread serves any purpose, I hope it's this one.
Share that information with people with young children around you.
Hopefully my story can prevent another family's tragedy.
When you travel with young kids, please check every bed, sofa, furniture gap... etc as you arrive.
It takes a few minutes but trust me, I can't unsee what could've happened. I hope I can prevent my nightmares from becoming your reality.
Thankfully, my son is just a child. The rest of our vacation went well for him, but in every one of his innocent smiles, my wife and I couldn't stop seeing the other timeline.
The pill looks exactly like his favorite candy (called PEZ, orange flavor - see pic attached) and everytime he laughed, played or interracted with me, I kept imagining him finding that "candy" first and the innocent excitement in his eyes while finding this poison before eating it.
If this thread serves any purpose, I hope it's this one.
Share that information with people with young children around you.
Hopefully my story can prevent another family's tragedy.
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@Airbnb From someone who worked on Dopesick: "This is not a joke."
Mike Blutstein@bringouttheart
@wono_strategy @Airbnb I worked on Dopesick & was an executive behind the show. All I can say is - this is not a joke. Thank god it didn’t turn from an inconvenience to a nightmare.
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@Airbnb Update: Airbnb saw the thread and reached out. I'll keep you all posted.
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Update 2:
In the last 24h, Airbnb contacted me several times.
- 2 Twitter DMs
- 2 Phone calls (2 voicemails)
When I didn't respond immediately, they kept pushing and even found my account without me giving them any contact info.
They even refunded me without me saying a word to them.
It's interesting to see how fast they move when millions of people are watching.
I now have spoken with them and they refunded everything + added a 2000€ credit that I can use for a future trip. (You can read the full message attached)
That's nice and I'm not ungrateful but I'm not naïve either. Let's not pretend it's accountability, I wish there would be more than just PR damage control.
This can't be "just a mistake".
During my vacation, in the course of a week I spoke with 15+ different agents and in total spent about 2 hours on calls (8h+ just on the Airbnb app alone as you can see in the screenshot.)
They knew everything (with far more details) and this was their final word:
We've given your case and its details careful consideration, and we want to assure you that we reviewed your case thoroughly before reaching this conclusion.
But suddenly this thread gets millions of views and magically, they changed their mind?
The sad reality is I just had the influence required for their mind to change.
All the people commenting below or in my DMs share a similar experience with their support. Except they didn't go viral.
Just like them, I was stuck in their bureaucratic maze designed to exhaust you into giving up.
They're dealing with the same agents I was dealing with.
Until it changes for everyone and not those like me who go viral, has anything really changed at all?
In the last 24h, Airbnb contacted me several times.
- 2 Twitter DMs
- 2 Phone calls (2 voicemails)
When I didn't respond immediately, they kept pushing and even found my account without me giving them any contact info.
They even refunded me without me saying a word to them.
It's interesting to see how fast they move when millions of people are watching.
I now have spoken with them and they refunded everything + added a 2000€ credit that I can use for a future trip. (You can read the full message attached)
That's nice and I'm not ungrateful but I'm not naïve either. Let's not pretend it's accountability, I wish there would be more than just PR damage control.
This can't be "just a mistake".
During my vacation, in the course of a week I spoke with 15+ different agents and in total spent about 2 hours on calls (8h+ just on the Airbnb app alone as you can see in the screenshot.)
They knew everything (with far more details) and this was their final word:
We've given your case and its details careful consideration, and we want to assure you that we reviewed your case thoroughly before reaching this conclusion.
But suddenly this thread gets millions of views and magically, they changed their mind?
The sad reality is I just had the influence required for their mind to change.
All the people commenting below or in my DMs share a similar experience with their support. Except they didn't go viral.
Just like them, I was stuck in their bureaucratic maze designed to exhaust you into giving up.
They're dealing with the same agents I was dealing with.
Until it changes for everyone and not those like me who go viral, has anything really changed at all?
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Thank you to everyone who supported, shared or reached out through DM. I've tried to read as much as I could, but my notifications are now impossible to keep up with.
Also I'm beyond grateful to the few who insulted me, called me a liar or disagreed. You have no idea how useful you have been in all this.
Much love. 🫡
Also I'm beyond grateful to the few who insulted me, called me a liar or disagreed. You have no idea how useful you have been in all this.
Much love. 🫡
