Refund Promised for Noisy Airbnb Rental Amid Agent Disputes

By the Editorial Team · Sunday, November 1, 2026

Canadian traveler Tatsuyuki Morishita experienced persistent early-morning noise disruptions during a two-month Airbnb rental in Toronto, leading to a dispute over a promised refund under Airbnb’s AirCover guarantee. After initial confusion and conflicting responses from Airbnb staff, the company ultimately reimbursed Morishita $1,268 and issued a $250 coupon, underscoring challenges in enforcing guest protections amid internal miscommunication.

A Canadian traveler who booked a long-term Airbnb rental in Toronto described significant noise disturbances during his stay, prompting a dispute over a promised refund from the company. Tatsuyuki Morishita secured the rental for more than two months, attracted by a listing that emphasized a "quiet" and "peaceful" environment. However, he experienced regular loud noises around 4 a.m., which disrupted his rest repeatedly.

Morishita documented the disturbances through video and audio recordings and reported them to the host on multiple occasions. While the host acknowledged the problem, they were unable to resolve it. Morishita also notified Airbnb within the required 72-hour window, submitting evidence to the platform. An Airbnb agent reviewed the case and confirmed that Morishita qualified for compensation under Airbnb’s AirCover guarantee, which is designed to protect guests when accommodations fail to meet advertised conditions.

The agent provided a written commitment to refund Morishita in full for 12 unused nights and a 30% refund for 20 nights affected by the noise. The agent also indicated that the refund process was underway. Despite this, after Morishita left the property, Airbnb reassigned his case to different agents, resulting in conflicting responses. One agent denied his eligibility entirely, while another senior manager disputed the claim that the host had approved an early checkout. Efforts to close the case without issuing a refund added to the confusion.

Morishita sought assistance to have Airbnb honor the original refund promise. Consumer advocacy efforts led to renewed engagement from Airbnb’s senior support team, which apologized for the handling of the situation and confirmed the refund. Ultimately, Airbnb issued a reimbursement of $1,268 to Morishita and provided an additional $250 coupon as compensation for the inconvenience.

The case highlights challenges some travelers face in resolving disputes with vacation rental platforms, particularly when initial promises of compensation encounter internal miscommunication. Airbnb’s AirCover policy is intended to safeguard guests from misleading listings or substandard accommodations, but enforcement can be inconsistent. Consumer experts advise travelers to maintain documentation, report issues promptly within provider deadlines, and escalate disputes to company executives if necessary to enforce refund commitments.

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.