Airbnb Promises a Refund for a Noisy Rental, Then Goes Quiet

By the Editorial Team · Sunday, October 25, 2026

A Toronto guest who experienced persistent noise disturbances in an Airbnb rental received a confirmed refund under the AirCover guarantee but faced delays and conflicting responses from Airbnb support before the refund was ultimately issued. This case highlights both the protections offered by Airbnb’s AirCover program and the difficulties some guests encounter in enforcing those guarantees when internal communication breaks down.

A Toronto resident who booked a long-term Airbnb rental advertised as "quiet" and "peaceful" encountered persistent noise issues during their stay, prompting a dispute over a promised refund from the rental platform. The guest, identified as TaTsuYuKI MoRISHTA from Ontario, said the unit above theirs generated recurring heavy-impact noise that regularly woke them at around 4 a.m., contradicting the listing’s description.

Morishta reported the problem to the host multiple times, providing video and audio recordings as evidence. Although the host acknowledged the noise, they were unable to resolve it. Morishta then contacted Airbnb within the company’s 72-hour complaint window, submitting the documented disturbances for review.

An Airbnb agent subsequently confirmed that Morishta qualified under Airbnb’s AirCover guarantee, which is designed to protect guests when properties do not meet their advertised standards. The agent provided written confirmation of a full refund for 12 nights that were not used, along with a 30 percent refund for 20 nights during which the noise persisted. The guest says they relied on this written guarantee when they decided to move out early.

However, after Morishta left the rental, the case was reassigned several times within Airbnb’s support system. According to Morishta, later representatives gave conflicting responses—one denying eligibility for a refund and another asserting that the host refused to adjust the booking dates, despite prior approval by the host to end the stay early. Morishta said an agent then attempted to close the case without issuing any refund.

Consumer advocate Christopher Elliott, who intervened on Morishta’s behalf, said that Airbnb should have honored its initial written commitment. He described the company’s subsequent handling of the case as inadequate and noted that AirCover is specifically intended to protect guests when rental conditions fall short of the listing description. Elliott emphasized that Morishta took all necessary steps—including documenting the disturbance, promptly notifying both the host and Airbnb, and securing written confirmation of a refund before vacating the property.

Following Elliott’s involvement, a senior Airbnb support team member contacted Morishta and issued a formal apology on the platform. Airbnb ultimately provided the original refund amount of $1,268, along with a $250 coupon as compensation for the inconvenience.

Airbnb’s AirCover program aims to safeguard guests against issues such as significant noise disruptions, misleading property descriptions, and other conditions that adversely affect the stay. However, this case illustrates challenges some users face when seeking to enforce the company’s refund guarantees, especially when internal communication falters.

Elliott, founder of a nonprofit consumer advocacy organization, encourages travelers to appeal to company executives when they encounter similar disputes. He also offers assistance through his organization’s resources to help consumers resolve conflicts with service providers.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.