How to communicate with Airbnb hosts in English?
Airbnb投诉问题 — Airbnb Complaint
住Airbnb时遇到与房源描述不符或设施问题，向房东投诉并寻求解决 This scene includes 12 dialogue turns across 2 conversation paths, helping you practice with Airbnb房东.
Dialogue Preview · 对话预览
Listing Doesn't Match Description · 房源与描述不符
basicHi, I just checked in and I noticed a few things that don't match the listing. The photos showed a king-size bed, but it's actually a double. Also, the listing said there's a balcony, but I don't see one.
你好，我刚入住，发现有几个地方和房源描述不一样。照片上是大床，但实际是双人床。另外，描述说有阳台，但我没看到。
💡 Airbnb投诉要具体对比listing（房源描述）和实际情况。拍照留证据很重要，方便后续通过Airbnb平台申诉退款。
Oh, I'm sorry about that! The king bed was recently replaced because it got damaged — I forgot to update the listing. As for the balcony, it's actually a Juliet balcony — you can open the glass doors in the bedroom for fresh air, but there's no step-out space.
哦，很抱歉！大床最近因为损坏换了——我忘记更新房源了。至于阳台，其实是朱丽叶阳台——你可以打开卧室的玻璃门透气，但没有可以站出去的空间。
I understand things happen, but these are pretty significant differences from what I booked. I was counting on a larger bed for two adults. Is there anything you can do to make it right?
我理解意外会发生，但这些和我预订的差别挺大的。两个大人住需要大床。有什么补偿方案吗？
💡 make it right 是一个有力但礼貌的说法，暗示你期望某种补偿。在Airbnb文化中，房东通常会主动提供部分退款来维持评分。
You're right, and I feel bad about it. I can offer you a 20% refund for the inconvenience. I can also bring over an extra mattress topper to make the double bed more comfortable. Would that work for you?
你说得对，我很抱歉。我可以给你退20%的费用作为补偿。我也可以送一个额外的床垫褥来让双人床更舒适。你觉得可以吗？
The mattress topper would help, thanks. But I think 30% off would be fairer, considering the balcony situation too. I'd hate to have to mention it in my review.
加厚垫会有帮助，谢谢。但考虑到阳台的问题，我觉得打7折更合理。我不太想在评价里提这些。
💡 提到review（评价）是Airbnb文化中一种常见的谈判策略。房东非常在意评分，因为它直接影响未来的订单。但注意不要变成威胁。
That's fair — let's do 30%. I'll process the partial refund through Airbnb right now, and I'll bring the mattress topper over this evening. I really appreciate your understanding, and I'll update the listing today so future guests aren't confused.
合理——就30%吧。我现在通过Airbnb处理部分退款，今晚把床垫褥送过去。非常感谢你的理解，我今天就更新房源，这样以后的客人不会被误导。
Facility Malfunction Complaint · 设施故障投诉
intermediateHi, I'm having trouble with the hot water — it runs for about 30 seconds and then goes completely cold. I've tried adjusting the water heater but nothing seems to work.
你好，热水有问题——热水只能持续大约30秒就变成完全冷水了。我试着调热水器了但没用。
💡 Airbnb房源的设施问题比酒店更常见，因为没有专业维护团队。先尝试自己解决（如调热水器）再联系房东会显得更合理。
Sorry about that! It sounds like the water heater may need to be reset. There's a small red button on the side of the unit — can you press and hold it for five seconds? If that doesn't work, I'll send a plumber over within the hour.
抱歉！听起来热水器可能需要重置。机器侧面有一个红色小按钮——你能按住它5秒吗？如果不行，我一小时内派水管工过去。
I tried the reset button but it's still the same. Also, I just noticed the air conditioning isn't cooling properly — it's blowing warm air even on the coldest setting.
我试了重置按钮，还是一样。另外，我刚发现空调也不制冷——即使调到最冷的档位也在吹暖风。
💡 当多个设施同时出问题时，记录所有问题一起反馈，这样房东可以一次性安排维修。也为后续可能的退款申请提供依据。
I'm really sorry — that's unacceptable. I'll call a technician right now for both issues. In the meantime, would you be okay staying there tonight, or would you prefer I help you find alternative accommodation nearby? I'll cover any price difference.
真的很抱歉——这不应该的。我现在就叫维修工来处理两个问题。在那之前，你今晚愿意继续住那里吗，还是想让我帮你找附近的替代住处？差价我来承担。
If the technician can come today, I'll stay. But if these issues aren't fixed by tonight, I'll need to request a refund for the affected nights through Airbnb.
如果维修工今天能来，我就留下。但如果今晚问题没解决，我需要通过Airbnb申请受影响几晚的退款。
💡 Airbnb有正式的Resolution Center（解决中心）用于处理退款申请。通过平台申请比私下协商更有保障。保留所有沟通记录。
Completely understandable. The technician confirmed he'll be there by 4 p.m. I'll also refund tonight proactively through the app — you shouldn't have to deal with a broken AC on top of the water issue. I'll make sure everything is working before he leaves.
完全理解。维修工确认下午4点前到。我也会主动通过APP退今晚的费用——你不应该在热水问题之上还要忍受空调不制冷。我会确保他走之前一切都修好。
Key Phrases · 关键短语
forgot to update the listing
忘记更新房源
Juliet balcony
朱丽叶阳台（不能站出去的装饰性阳台）
20% refund
退20%费用
mattress topper
床垫褥/加厚垫
partial refund through Airbnb
通过Airbnb部分退款
update the listing
更新房源描述
reset the water heater
重置热水器
send a plumber over
派水管工过去
alternative accommodation
替代住处
cover any price difference
承担差价
refund tonight proactively
主动退今晚的费用
on top of
在...之上/除了...还
Cultural Notes · 文化注释
- •Airbnb投诉要具体对比listing（房源描述）和实际情况。拍照留证据很重要，方便后续通过Airbnb平台申诉退款。
- •make it right 是一个有力但礼貌的说法，暗示你期望某种补偿。在Airbnb文化中，房东通常会主动提供部分退款来维持评分。
- •提到review（评价）是Airbnb文化中一种常见的谈判策略。房东非常在意评分，因为它直接影响未来的订单。但注意不要变成威胁。
- •Airbnb房源的设施问题比酒店更常见，因为没有专业维护团队。先尝试自己解决（如调热水器）再联系房东会显得更合理。
- •当多个设施同时出问题时，记录所有问题一起反馈，这样房东可以一次性安排维修。也为后续可能的退款申请提供依据。
- •Airbnb有正式的Resolution Center（解决中心）用于处理退款申请。通过平台申请比私下协商更有保障。保留所有沟通记录。
How to practice this scene · 如何练习
Listen · 听一遍
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Repeat · 逐句跟读
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Role-play · 角色扮演
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FAQ · 常见问题
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Related Accommodation Scenes · 相关场景
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