Airbnb Reviews

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About Airbnb

This profile has not been claimed by the company. See reviews below to learn more or submit your own review.

Airbnb offers an online marketplace for short-term lodging. Hosts list properties, including homes, apartments and unique stays, while guests can book accommodations worldwide. The platform features user reviews, secure payment systems and a variety of lodging options to suit different travel preferences.

Pros
  • Clean accommodations
  • Good value for money
  • Responsive customer service
Cons
  • Booking issues and cancellations
  • Inconsistent property conditions
  • Poor communication from hosts

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Airbnb Reviews

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    How do I know I can trust these reviews about Airbnb?
    • 4,658,490 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Sales & Marketing

    Reviewed May 12, 2025

    The "tiny home in Banner Elk" with attached bathroom was NOT as advertised. We could not even stay there. The room smelled SO strongly of mold, the bed was NOT like it was pictured. It was 1970's brown and gold checked...poly-cotton sheets that again smelled old and dirty. The listing said "1 double bed, 1 air mattress, 1 floor mattress". There was NO bed. It was futon with a futon mattress, which is NOT a regular mattress. The photos looked NOTHING like the actual place. If we stayed the night, I would have had an asthma attack, it was NOT clean and comfortable. The listing said "full bathroom", but there was NO toilet. A "bathroom" BY LEGAL DEFINITION has toilet. We thought the port-a-potty was an ADDITIONAL potty for the "tent," they said anyone could bring for additional guests. "Plenty of room to pitch a tent add 4+".

    Their listing said, "THIS IS A GLAMPING EXPERIENCE in a TINY HOUSE." 1) A tiny house has indoor plumbing! 2) The definition of "glamping" is a combination of "glamourous and camping". This was NOT glamorous by any stretch of the imagination. This was COMPLETELY false advertising. We drove home 5 HOURS instead of staying there. That should tell you how horrible, dirty and smelly it was. I complained to Airbnb and was told... "Well.. I researched it and we will send you a $30 refund." $30??? The host charged us $212 for that nasty room and you will refund me $30? Keep your money. I will NEVER EVER use Airbnb again.

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    Customer ServiceStaff

    Reviewed May 9, 2025

    The Airbnb support is so disappointing that it's even frustrating. The fact that there is no continuity between one rep and the next makes the communication so difficult. Instead of talking to the same person who can keep track of the situation, every time you send a message you get assigned a new person and they don't take the time to fully read and understand what is happening. It has happened to me multiple times as a guest and I now do all I can to avoid booking on Airbnb when travelling.

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      Verified purchase

      Reviewed May 8, 2025

      1-Star. I had a very disappointing and unsettling experience with this listing and with Airbnb support. When I arrived, the unit was in an extremely unsanitary condition—well below any reasonable cleanliness standard. I submitted 18 photos to Airbnb support showing the condition, which appeared to be in clear violation of health standards. Even more concerning, the host pressured me to leave a 5-star review in exchange for a refund. This kind of manipulation is completely inappropriate—guests should never be coerced into dishonest reviews.

      Despite providing clear evidence, I felt that Airbnb did not take my report seriously or enforce its own policies. The host was allowed to post a misleading review about me, and no meaningful action was taken, even though their behavior clearly violated Airbnb’s own guidelines. I strongly advise future guests to use caution with this host. This experience has made me question Airbnb’s ability to uphold its own standards and provide protection for guests.

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      Staff

      Reviewed May 5, 2025

      We thought we rented a mansion in Marathon, FL, however the house was in poor condition. I contacted the host before the review to see if they were going to fix it but that was a mistake. I said the review either would state that "the house had some issues but we made a settlement and the host will be fixing the condition" or it will say that "the house wasn't in great condition and we are waiting on action from the host. We hope that they will fix the issues." Air BNB took down my review without contacting me and letting me share my photos and text messages. Do NOT rent from Air BNB or from **(Southern Diversion)..

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      Customer ServiceStaffProcess

      Reviewed May 4, 2025

      It was with considerable expectation and trust that I booked a rental property through Airbnb, believing in the platform's promise of secure and reliable accommodations. However, my experience took a sharp turn when I discovered that the property listing, managed by a leasing agency (WC Lodgings, based in Healdsburg, CA), was significantly misrepresented. Upon arrival, the reality of the rental was a far cry from the images and descriptions provided, rendering it not as advertised.

      Seeking assistance, I contacted Airbnb's customer support, hoping for a swift and equitable resolution. Instead, I was met with a frustrating and ultimately fruitless process. I was repeatedly transferred between numerous "agents," each requiring a complete reiteration of my situation from the very beginning. This lack of internal communication and the need to constantly restart my explanation was not only time-consuming but also deeply disheartening. Despite clearly outlining the discrepancies and the impact on my stay, no concrete action was taken to mediate with the leasing agency or to offer a satisfactory resolution.

      The net result of this ordeal is a loss of approximately $4,000, paid for a rental property that was not as advertised and that I could not utilize. Airbnb's failure to effectively intervene or provide any meaningful support in this situation has left me feeling abandoned and significantly out of pocket. Their inability to hold the listing agency accountable or to offer adequate recourse has severely undermined my trust in their platform and its commitment to protecting its users from fraudulent or misrepresented listings. Be aware as Airbnb's methods for dealing with these circumstances stands clearly with the property owners and not their clients. The only word to describe it - criminal!

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      Verified purchase

      Reviewed May 3, 2025

      I stayed at an Airbnb in Pittsburgh (Confirmation Code: **) that was entirely misrepresented. It was filthy, smelled of urine and feces, had stained linens, visible bug infestation, and was in a loud, unsafe area. I have Multiple Sclerosis, and this posed a health risk. I submitted clear photos and was told I’d be reimbursed and relocated, only to later receive a 10% credit and no relocation help—despite Airbnb having all of my money and knowing I had no backup funds. I have used Airbnb daily since January and have 5-star reviews. I request a full refund, relocation compensation, and cleaning reimbursement. This is a breach of their Guest Refund Policy and a failure in customer care.

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      Sales & Marketing

      Reviewed May 3, 2025

      As a contractor, we need to travel for work. These dates are not always set in stone. The last place rented was an amazing rental, but unfortunately, the job ended two weeks before the pre-paid rental was up. Did we receive one penny back? NO! Not a thin dime. The unit was immaculate upon leaving and the host actually gave us a great review. Personally, we will no longer use Airbnb for our future rentals, and they are many per year. This is a great scam...

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      Customer ServiceOnline & App

      Reviewed April 28, 2025

      1st request to stay was denied, AFTER the 24 hr window in which the host should respond. (2 days later) host I did book with, canceled on me the day OF my reservation, after I was already en route. Actually he asked ME to cancel because of a death in the family. When I gave my condolences, then mentioned the app states if the host cancels, THEY have to cancel, (twice) or I wouldn't get a refund. They didn't respond. Not until I contacted Airbnb customer service. I had to wait 2 days for a refund. Another listing which was available for me time frame, I messaged the host whom didn't respond until almost a week later, just to say it's not available as it is under renovation. (then why was it listed?) This whole app feels like a networking platform for scammers.

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      Customer ServiceStaff

      Reviewed April 23, 2025

      We are hosts with multiple properties and find that every time we have to deal with customer service regardless of what it is, its is like a time loop. People who are obviously just doing their jobs but know nothing. They will try, but essentially they cannot help and the last time I tried, they told me that they couldn't help me with my problem because it was handled by a special team, but could also not send me to that team because they didn't know exactly what team it was. I asked for a supervisor and they asked me if I was sure, because the supervisor would "advise" the same thing. Like they had given me any advice! So, at the end of the call, I finally just said goodbye because he had told me there was really nothing he could do anyway. Every time I talk to customer service I just about lose my mind!!!

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      Customer Service

      Reviewed April 21, 2025

      I recently realized that Airbnb removes negative reviews when hosts request it. The company cannot be trusted anymore! Their customer service is horrible - it is supposed to be a global company supporting travelers, but the only way to reach the support is to call a US phone number!?

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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

      Company Name:
      Airbnb
      Website:
      www.airbnb.com