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Reviewed Dec. 3, 2023
I sent word to them that I wished to cancel my reservation in Paris 'cause I found a better deal elsewhere. So I had assumed that I'd get my refund but the host was reluctant at first to refund then I pressed further and he agreed to refund 50%. But next thing I know was he would only give back 82 euros of the 447 euros I had sent to him, stating there was a penalty fee that wasn't even stated in the agreement. I bounced back and forth with customer service on this but they had their hands tied and it was up to the host to make his own rules. After various messages back and forth, I just gave up and bit the bullet. So to all who wish to deal with this corrupt organization---never again!
Reviewed Dec. 3, 2023
I booked a few days stay for my family for close to $600 so they could come out of town for my wedding and then covid happened. In Summary Airbnb gave the power to the host to do a refund and host REFUSED TO GIVE any money back. Even though I explained my terrible situation. They also said they didn't have to offer a service in the future with said money. Customer service was horrendous. They don't believe in phone calls and they just replied to my message like a bot and immediately shut the chat deeming the issue resolved. They gave conflicting stories from what their page said that I would receive a $122 since I cancelled very early on but all I got back in the end was $13. Most disgusting company. Fyi I received my money back from all my wedding vendors even the hotel without asking. Airbnb’s policies don't match with what the outcome is and it's clear they could care less.
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Reviewed Dec. 3, 2023
I booked 40 days at a AIRBNB with six rooms to rent in an older building attached to an institution that rents rooms for rehearsals and performances to private groups. After two weeks the manager decided that I had violated their standards of conduct and ordered me to leave the next day. I did, but I thought I would get a refund for about 24 days remaining on the rental of the room which I was forced to vacate. I later requested the money back, but the manager refused because she thought I did not deserve it. I feel she was being unfair and simply virtue signaling in her attitude to me. She never talked to me about my supposed misconduct and I had to scramble to find another place to stay on short notice. I think she just wanted to show off herself as a sensitive, moral person. But I had no intention to do any harm, and whatever I did she or any member of the staff could have done the same and not been punished for it.
I never had any trouble at other AIRBNBs, and was never treated as though I were a terrible person. At one other AIRBNB the owner sometimes expelled guests, but he always gave them unused payments back when they left. So they had money to pay for a different place to stay. He was not self righteous and punitive, he was simply arranging a different outcome to mutual advantage. I would never again go to the one that kept my unused payment, and hope that future stays will have more understanding hosts. Other guests of course gave them good reviews and were satisfied. I had been satisfied up until this event. The complaint department of AIRBNB in San Francisco wasted a lot of time before finally asking for a refund in my name, but the manager refused and that was not very helpful. Perhaps I should have demanded an explanation and a refund before leaving the next day.
Reviewed Dec. 2, 2023
First Airbnb falsely makes you believe that air cover is their insurance and that you're covered up to a million dollars for any damage caused by these tenants that they don't even screen. They don't verify their identity at all. It could be a phony name. In fact what you have to do once there's damage, theft Or extra cleaning is request the money from the guest and then risk them writing you a one star review out of vengeance. If the guest denies payment then you get to deal with their wonderful Air cover team who most of the time can't even speak English properly. They don't understand what I tell them and they make you upload Photos videos and paperwork over and over and over again before they even approve your request to get reimbursed. In the meantime your property sits empty while you're waiting for the repairs to happen and if you don't have the money to repair it yourself you'll probably wait a month before they even get back to you.
They make you send a picture or a receipt of a comforter or any item that you bought like pillows.... These are standard items that they should have a pricelist for and reimburse based on their pricelist rather than make hosts who give up their properties to rent to these unverified tenants jump through hoops trying to get reimbursement for things that got ruined Or stolen. And forget having any reimbursement for parties that they threw at your house and trashed the place or disturbed all the rest of the guests. They get mad if we had a surveillance camera pointing outside to the street!
Reviewed Dec. 1, 2023
The pet fee for the rental was $100 however an additional service fee was included at 13.4% and then taxes were added. I understand the taxes but the additional service fee is a hidden fee, not indicated in advertising. I guess this is why there needs to be legislation to make fees transparent.
Reviewed Nov. 30, 2023
Absolutely the worst customer service. So unprofessional, they do not protect hosts at all. The guests are coming with dangerous backgrounds sometimes and sometimes dangerous, Airbnb representatives they don't care. I had to remove the guest because she was mentally unstable and professional crook. She was going from Airbnb to Airbnb and started to be impossible to handle, she would be removed from the property and would scam refund. She had one review saying exactly that. I wrote review not sure if that would stay, it's still not out, too soon. I had to call the police, the Airbnb unlawfully altered her reservation to shorter without my knowledge or consent, which is against their rules and refunded her almost all money. I got paid $211 for 11 nights of her staying in brand new house on the beach.
Two days later after constantly calling and writing to Airbnb I finally got supervisor Maria on the phone. Who did not even listen to me, she had her mind made up. Not only they did not honor their mistake, she was absolutely unacceptable the way she spoke to me and she was Lying to me by saying the guest did not break house rules (she did, she was smoking, wearing shoes in the house or barefoot inside and out). My safety was not their concern at all. I am planning to sue them, if anyone likes to do a class action feel free to out reach to me.
Reviewed Nov. 30, 2023
Requested information about Staying at Nivaldina's Place. Did not get a response. Made other arrangements, but she booked me and charged me anyway. Never received confirmation of a booking so did not know there was need to cancel. She refused to return any money. AirB&B will not respond back to my request for help with this and despite calling numerous times to request management assistance and being promised a call back each time, none have reached out. AirB&B made money off a stay I never had. They do not need/want to resolve this. I will never book with AirB&B, do business with AirB&B and will give warning about booking with the woman who also does not care about her customers.
Reviewed Nov. 30, 2023
Terrible I am not using Airbnb no more. I book 5 days on Airbnb and I was in the cold room. I complained to the host. He provided another heater that was not safe because when I turn on once I plugged in the electricity shut off and my computer burn. It is not working no more. The lady from customer service called me and says I qualify for partial refund and went talk to the host. The host did not want to give me partial refund so the Airbnb was asking me for pictures. Each picture I am going to send you to prove the room was cold. I had a roommate there that also complained to the host. You all should talk to him about and I send the screenshots about my conversation with the host and I send the picture of my computer that's not turning on. And they say because the host does not want to give the refund they cannot do that. What? So if something happens in Airbnb they will not give you your refund if the host does not want to. Terrible company.
Reviewed Nov. 28, 2023
I rented a Cabin called Southern Serenity log cabin in the woods Cherry Log, GA by Sheryl in September 2023. It had cobwebs all over the front porch, no wifi services, no ironing board and iron as advertised and only one roll of toilet paper. The lights were out by the hot tub and not enough lightning in the whole entire cabin. The road leading to the cabin was very, very steep and very rough with a lot of gravel and rocks in the road. It was also very narrow. Sheryl was very slow in responding to my text. She was very mean and hateful.
Reviewed Nov. 28, 2023
This is a company that protects scammers and not guests. I had the misfortune of renting an apartment through AIRBNB and even though in several letters from the host that shows most correspondence was done off platform requesting more money to rent his apartment for a longer stay even though his rental contract states he can only rent for 1 month to a guest, if you do give the host the extra money to continue renting and something goes wrong (illness), you will lose your money.
Before my arrival, I got sick and had to be rushed to the hospital. I could not take my flight the following day. The host's policy is absolutely "NO REFUNDS" even when showing a doctor's report or hospital report. AIRBNB does nothing to help. Host has no sympathy and states that illness was fake on platform. Airbnb does not penalize host in any way. Extra money was given to host for longer stay than 1 month. Airbnb sees that host has gone off platform and has received the extra money. Airbnb blames the guest and no consequences are applied to host. He continues to rent his place, license is not revoked and Airbnb does not help guest in any way.
Worst customer service that no guest should have to be put through. Lack of communication between the departments, numerous people dealing with your dilemma with same questions being asked over and over again, and responses from AIRBNB team are always the same "We'll see what we can do" and at the end the result is "We've closed your case". "Let us know if you need further assistance and yet they haven't helped in any way. They say they will investigate but they don't.
Even when showing that host you rent from is a "HOSTILE HOST" AIRBNB doesn't do anything to protect the guest. In a message that was sent to me by a rep it actually stated that my host committed FRAUD and yet when something is off platform, GUEST LOSES. Best to rent your place from somewhere else because AIRBNB do have scammers as their clients and they do protect them. Guest does not have a chance with anything. FORGET DEALING WITH THIS COMPANY! TAKE YOUR BUSINESS SOMEWHERE ELSE.
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.
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