Overview

• Four guests at a Cala d’Or, Mallorca apartment endured two nights without air-conditioning and recurrent electrical trips before securing a partial refund.
• After leaving an honest review, they faced a retaliatory host claim accusing them of causing damage and filth, which Airbnb initially declined to remove.
• A mislabeled US customer-service number led to a £109 phone bill that Airbnb has agreed to reimburse after citing human error.
• An Airbnb spokesperson confirmed the company has fully refunded the stay, removed the defamatory review under AirCover protections, and delisted the property.
• The case exposes gaps in Airbnb’s defect-resolution and review-removal processes, highlighting larger trust vulnerabilities in peer-to-peer accommodation platforms.