Airbnb Reviews

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Airbnb Reviews

ConsumerAffairs has collected 1,925 reviews and 3,118 ratings.

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Customer ServiceCoverageStaff

Reviewed Oct. 4, 2023

I made a reservation; you must use an app that, if you don't use apps a lot, is not easy or clear. The details of the home were not clear. I would never have agreed to that home. The policy was difficult to understand and include a version of "double talk" that made most of it unclear. I bought the insurance. The insurance is impossible to use. The people at the insurance company can't be understood on the phone, they hang up on you, and if you choose "other" under any item on their website they tell you to call, which leads to them hanging up.

Calling AirBNB is a sequence of "we will get back to you" but they never do. They require payment upfront and with the insurance being unusable it is a totally nonrefundable, no way out commitment, even if you become ill, which I did. I bought the insurance in case something went wrong, but that was more lost money.

The owner of the house acted like they were powerless, it was all on Airbnb. AirBNB, as well as promising to get back to you and failing 100% of the time, say the problem is the house owner. I left the house 19 days ago, with a raging fever. I told them to cancel the reservation. I have been paying for a hotel closer to the help I needed, while also paying them $1432 for a room I slept in one night.

Today I got an email telling me they were going to collect an additional $614.11. I made a call to AirBNB for me the same answer, "Don't worry we will take care of it" followed by nothing, just as each time before. To stop them from taking even more money I was forced to cancel the card, with a fraud alert. I have called twice more today, making this a 9 hour day, each time being told it will be resolved. This far all the contact has been by me. I was told that after my fever broke, probably 4 or 5 days after I left the house. I have called multiple days. I am STILL waiting for them to resolve it and get back to me.

I would not wish this nightmare on my worst enemy. Now that it has become a nightmare, I am finally hearing about all the other nightmares. The company is supposedly in San Francisco, CA and yet the Better Business Bureau has no record of that business. With all my calls (I think I am at 8 or 9 by now) I have never spoken with an American. They say they want you to be satisfied. Watch what they do, not what they say.

I would never ever suggest this business to anyone. It isn't worth the hours of worry, calls, waiting for calls, trying to navigate websites and apps, hearing the same spiral of words with zero genuine help. If I were paid for the time consumed trying to resolve this, and the hours spent in m hotel rooms waiting for the response they promised, I could have paid for a lot of nights at a mid level motel. Avoid this nightmare! I wouldn't let anyone I care about go through this.

Charging me additional funds, when I have been gone for over 2 weeks, is fraudulent and unethical. I don't know why this business is allowed to do business in this country. I wish I had never, ever heard of them because the stress has actually exacerbated my heart and stomach problems, even after I had decided to just live with a $1432 loss. I regret this. I continue to regret it.

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Reviewed Oct. 3, 2023

Home in Keystone SD, hosts James and Chris. Filthy stove top and range hood. Not dirty but covered with black grease. No oven as listed. Mold in upstairs shower. BBQ grill outside covered In grease and dead bugs on and in cooking surfaces. Screen doors and window screens torn or bent. Walls and tiles dirty or in disrepair. Hot tub with no privacy, right off employee and public road. Requested portion of refund, denied by host. They refunded $100 On a nearly a nearly $2,000 rental.

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    Customer ServiceStaff

    Reviewed Oct. 1, 2023

    We booked on Airbnb for the weekend. When we arrived the house smelled like a wet dog. There was pet hair in the furniture including the beds. We didn't have anywhere else to stay and no money to rent anything else so we had to stay. We sat in the bar stools because of the couch. Went to take a shower and even the towels smelled like wet dog. Wrote to airbnb support and was told they are looking at it and will get back to me. Still have heard nothing from a real person just their robo chat. Do not recommend.

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    Reviewed Sept. 28, 2023

    Arrived to my AirBnb location after driving six hours and found the place to be disgusting and CUT MY HAND on the toilet flusher that is broken. I left, contacted AirBnb immediately, sent them 20+ photos, and ended up sleeping in my car for the night. Meanwhile, they spend a week jerking me around with questions and messages and their final resolution is to offer me 10% back on my stay. You should be ashamed of yourselves for doing business like this. I’ve been a member for 9 years and have many friends who use your services. I guarantee they’ll lose more than the $90 they refuse to refund me in the negative publicity I give them and the business I never give them ever again. Account deleted.

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    Customer Service

    Reviewed Sept. 27, 2023

    The worst travel experience of my life. The customer service department is in the Philippines and only want to offer apologies. Would not recommend using Airbnb unless you have a small proactive host. The other problem is the time change, they close the No Reply texts. Some look to be AI automatic boots. Safe travels.

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    Customer ServiceStaff

    Reviewed Sept. 26, 2023

    We reserved a home on the beach block in Rehoboth DE for a 3 night stay, September 22-25. On the day before our stay was to begin, the National Weather Service began providing warnings that Tropical Storm Ophelia could potentially cause flooding and road closures in coastal Delaware towns, including Rehoboth. The following morning with the NWS warning still in effect and knowing we were very close to the ocean, I tried to contact the host for some advice. The host did not immediately return my email or phone call (he contacted me 3 hours later) so I contacted Airbnb directly. The agent there said she fully understood my safety concerns and would contact the host. But at first she too was unsuccessful. After several hours, I eventually made the decision, that for the safety of my family, I would cancel the reservation with the expectation of receiving a refund.

    My request was based on the Airbnb policy that states cancellations and refunds are allowed in extenuating circumstances, even though it was past the time I could cancel. What I wasn't aware of was that Airbnb left it up to the host to determine if there were extenuating circumstances, even though the Airbnb agent fully agreed with my decision based on concerns for the safety of my family that included our daughter who was 7 months pregnant and a 2 year old toddler. The host, however, who cited past experiences that the home never has flooded, would not agree to a refund nor agree to move the reservation to another date.

    Instead it was suggested that we go to the home and only if there was flooding or some other dangerous incident could we put in a claim for a possible refund. However, I wasn't going to chance my family being stuck in the home with flooding, wind damage or road closures so my decision to not go was final. In the end, the host only agreed to refund the cleaning fee, that was $200 of the $2,624.71 cost.

    I am terribly disappointed in Airbnb's policy that allows the host, who has a financial stake in the rental and who could care less about a client's safety and well being, to make the decision on what is an extenuating circumstance. Furthermore, it's hard to understand why the host wouldn't allow us to move the reservation to another date since it is unlikely the property will be rented every day in the months ahead. And finally, the poor communication between the host and me during this episode (I only got one email from him) is unacceptable and would hope that Airbnb holds its hosts to a higher standard. My suggestion is to take Airbnb's "extenuating circumstances policy" with a grain of salt and realize it's up to the host to make the decision.

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    Reviewed Sept. 21, 2023

    A couple of years ago we booked an Airbnb for a week. Got a quote for the stay and within 30 minutes of the reservation we decided to cancel. The reservation was for a few weeks out. However I can't remember how much I paid but I do remember because I didn't read the cancellation notice from the host and found out we were going to lose 60% of the reservation. Watching Brian Chesky on TV this morning turned my stomach and he's saying that most fees have been removed or drastically reduced. However, looking at Airbnb today I'm still seeing most Hosts are still posting high and outrageous fees. I've only booked hotels and private B&B's that are not on Airbnb since I can cancel my reservation without the crazy fees Hosts impose on guests.

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    Customer Service

    Reviewed Sept. 21, 2023

    My experience with Airbnb has been a nightmare. After making reservations back in early August they have not properly, personally responded to my problems (it is now in late September) of verifying my identification, obtaining confirmation of my reservation, the address of the BNB we are renting. They have a real lame website, hard to navigate. I will never use AirBNB ever again.

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    Reviewed Sept. 20, 2023

    After catching a severe case of Covid and missing my hosts' cancellation window by a mere 8 hours, I am out money. When battling for a refund and ultimately being told "too bad but feel better", I took a look through the receipt and noticed that 20% of the amounts paid are service fees and outrageous charges. This service has gone severely downhill in the past year and no longer has benefits outweighing a hotel room, if any benefits at all. I have reserved my last and definitely least Airbnb stay.

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    Reviewed Sept. 19, 2023

    Airbnb will punish guests for cancellation (i.e. you will lose your reservation money), but will not compensate guests when the host cancels their reservations. The same way you will be economically punished when canceling last minute you should be economically compensated when the host cancel your reservation, especially when it is a last minute cancellation. However it is clear that you can only lose, never win as a guest.

    We had our reservation cancelled by the host, literally minutes before the check in day. Airbnb refused to compensate for the trouble (we had to cancel our 1 week vacation, incurred in extra expenses and most importantly ruined our anniversary celebration) and offered a 20% coupon instead. A coupon is not a compensation as it is conditional to make a new booking and therefore is obligating to pay again to get anything. I was certainly expecting higher standards from Airbnb after being a loyal client with numerous bookings and good reviews as guests. Highly disappointed.

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    Airbnb author review by ConsumerAffairs Research Team

    Airbnb is a marketplace for people to list or find accommodations around the world. People list their homes or apartment online, and people rent them for a listed rate and time. The company was founded in 2008 in San Francisco, California, and now Airbnb has users and listings in over 65,000 cities in more than 190 countries.

    • Easy to use: To find a place to stay, simply type in your visit date in the Airbnb website or mobile app. Airbnb will show you all available options for that date, and you choose this selection.

    • Airbnb experiences: Hosts can now list experiences on Airbnb. You can look for activities in the city where you’re staying and book hikes, cooking classes, tours and more through Airbnb.

    • List your home: You can list your home or apartment on Airbnb and set your own rental price. Airbnb will protect you with liability insurance up to $1 million.

    • Standards and trust: Airbnb works hard to make sure hosts and guests are treated with respect. Airbnb’s standards are based on five criteria: safety, security, fairness authenticity and reliability. Customer support is there to make sure you have a great experience.

    • Airbnb for business: Airbnb will partner with your business to provide tools and solutions to streamline business travel.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Airbnb Company Information

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