Airbnb Reviews

Never use Airbnb. I rented a house in Ashburn Virginia Which stated 7 bedroom 4 bath house accepting dogs. The owner Yuki and I went back and forth several times where they stated they would make the house handicap accessible for my mother who is in a wheelchair. They confirmed me per night at $380 per night. Within 48 hours I got a cancellation because they decided they wanted more money per night. They turn around and charge me $545 per night because they said they wanted me to absorb the cost of them making their house handicap accessible. To me that's false advertisement, and that should be absorbed by the homeowner who could Now list their house as handicap accessible and get more people.

Snoops and then my record player broken as well as my usb cord for my Canon printer stolen. Then linens gone Bill and Branch brand. Terrible experience with Airbnb then shutting me out for low ratings when I was the victim here.

I have been hosting my property on Airbnb for 10 years. They offered a 25% refund to hosts for any cancellations due to covid starting in March 2020. I was told I had 3 eligible cancellations and payment would be sent. After I repeatedly sent numerous emails and phone calls for months, I was promised payment would be in September. Never happened. Today (October 12th) I emailed them again to ask about my payment and was told the program was over in July. I was constantly lied to and promised a refund which they never intended to send. This was just a publicity stunt to make themselves look good, but make fools out of their hosts.

Our family of four could not travel to Hawaii due to Covid 19. Our dates were not covered by their extenuating circumstances policy so we contacted our hosts and asked them to move our dates out to a later date. 3/4 hosts were fantastic and complied. One host refused to move dates (Dee from Hawaiian Executive Country Home in Honolulu) and told us she would refund us the deposit. She lied and we are out of pocket $700 as a result.

Airbnb is a fraudulent company! My account was just deactivated for no apparent reason. My last booking was over a year ago which everything went perfect fine. I forgot my password. I go to log in and they said my account is deactivated and that their decision is final. I’ve been asking for them to review and to provide to proof but no answer. Be careful with them, everywhere I’ve read, this is a way for them to make money off of you if you have had pending reservations and etc.

My wife and I recently had a vacation to Phoenix. We had a great experience with Airbnb months prior in Orlando, so we were excited for our next adventure. This experience was awful. We booked a property that Airbnb ended up canceling on us a week prior to our trip! They gave me half the payment and a clean up fee in return....and kept an over $1300 deposit!!! I had to book a second property, which was subpar at best. The house was dirty, no product available. Instead of the host meeting our needs, they asked us to purchase what we need and they'd refund us. What?! It was a complete experience on what NOT to do concerning hospitality. I called and messaged everyday for help. I never got to physically speak to a human. I'm out $1300 plus and I still haven't received a refund on our purchases. Disappointing.

We rented a house on Cocoa Beach for a week for over $3000. No problem, the house rental said nothing about pets and that it sleeps up to 10. Initially it was for 4 people and a friend decided to join with his service dog. We could have said nothing but we emailed and asked if it was of for the dog. They wanted papers for it, fine but then said we had to pay over $350 for the 5th person!! We did because it was a special trip for our father who is very ill. The house was disgusting, Dirty, Mold on the doors, food on the BBQ, floors were not mopped, Bathroom toilet was not bolted down, the cabinets in the kitchen were filthy, dirty used towels. We have pictures of all of it.

I've been a host with Airbnb for a couple years now, and work hard to maintain 5 star ratings from our guests. Airbnb's model has proven to be extremely difficult to run this business efficiently with them as the broker. When there's a guest issue, Airbnb has become elitist self centered in determining the outcome of what is suitable and fair in terms of host support when it comes to items such as revenue impacts, disputing unfair/inaccurate guest reviews that cater star ratings and listing perception unfairly, and more - including painful customer service knowledge overall.

I am - or was - a host on Airbnb. To say Airbnb has let us down would be an understatement. They have ruined us. We were one of their first accounts and built up our business exclusively on their platform. A month ago, a software bug starting preventing our listings from appearing publically. I've called them every single day and am told every single day that someone will be in touch between 3 and 48 hours to help resolve the bug. No one has ever called me back. Not once. A decade worth of work has disappeared into thin air, because they cannot be bothered to even acknowledge - let alone fix - their pathetic software. It's inconceivable that a company so poorly run can be considering an IPO. Avoid hosting on their platform at all costs.

On March 26th, 2020 I booked a cabin for my daughter's honeymoon on Oct 2nd. On Sept 22, I contacted the host to make sure all good but no. She stated the cabin was no longer available. I get with Airbnb, they do nothing. I get lucky and I find an alternate on their site, ask them to compensate me for the additional cost of the more expensive and only option I could find. They say great platitudes (sorry, we feel terrible, etc) but refuse. They kept texting for 4 days asking if there is any way they can help, but refusing to give me a credit. They finally offered a $200 credit on my NEXT booking. So THEY would get more money from me... No I want it applied to this booking as they never informed me the cabin was no longer available, booking was never canceled, etc until I checked. Then they told me the host did cancel... Yeah, after I asked them too so I would get a refund! I refused as I will use VRBO going forward.

They allow anyone to host. Anyone can be a super host... They put minimal pictures up. And won’t refund you when you arrive to an unlivable place... Airbnb is a complete scam. Had to pay for a entire other place...

A week before a planed anniversary trip Airbnb asked for my DL license and decided because my past non violent charges from 7 years ago I'm not allowed to use Airbnb and the company deleted my account entirely. My plans which have been all paid in advance two months ago is now potentially not going to happen because this company decided to discriminate me. I can honestly say now having seen the closed mindedness of this company I will not support this company for how they have treated me and my wife. This is the first bad review I have ever left on a company but I felt that others should know about what they did to avoid this.

We had a horrible experience with the host that required a refund due to pet in the unit and fleas and the unit being dirty and not up to Covid standards. Airbnb took care of everything and had the host refund us since we had several pictures and videos of the infestation and the home being dirty. Airbnb also refunded our costs to relocate and for our issues. It took some time to get to an actual representative at Airbnb due to COVID however when we finally did, our case manager was super helpful.

Airbnb has denied a refund or any conversation about the dangerous circumstances experienced in Bonny Doon, California on August 16, 2020 saying that the premises was delivered as described. After one horrendous night, we packed up and left at daylight the next morning. There was no electricity, no WiFi, no Internet as described. It was unsafe at night without lights plus was more than 85 degrees inside the studio. Extremely unsafe for senior citizens, one with recent back surgery. If the host had called us to let us know there was no electricity, we would not have gone at all.

Had a host cancel a reservation with short notice. Airbnb provided a credit but put an expiry and many stipulations on using it. Was unable to use it for the replacement booking. Had difficulty using it for the next booking and was being pressured by the host to book asap and realized I didn't apply the credit. Contacted customer service and they said I could only use the credit on the first payment. They could not help and just said "sorry". No offer to extend the credit, redo the booking or anything. I will not be rebooking another Airbnb before expiry (end of month). I also feel their customer service is not local due to strange response times. Poor systems and customer support obviously not about providing useful solutions.

We booked a week trip that was fully paid. My daughter ended up getting an infection before we were supposed to leave. She was admitted into the hospital for surgery and we had to cancel our trip. The company has an extenuating circumstances policy. I sent them all the documentation that was listed under that policy and they refuse to give me my money back or give any sort of credit. Why have this policy if you won't even honor it? I guess their money is more important than the health and well being of a child.

I don't know where to begin but this has been the worst experience I've ever experienced dealing with Airbnb. My one star is not on the behalf of the host but on the overall experience with Airbnb canceling my reservation after check-in. My guest and I drove from Atlanta to Daytona and we checked in the next day at Joe's place. After arriving 2 hours later an angry customer service agent from Airbnb called me demanding my guests and I to leave. The agent made it seem like the host was not supposed to rent out the home. So when I asked for compensation and help to find another place, The host told me my account was under investigation as well for what reason she couldn't tell me and said an ambassador will give me a call in which that call has never happen and I'm writing this review 24 hours later.

I have used Airbnb for years, this year I reserved a house. The rental was cancel by Airbnb with absolutely no communication to me because they thought I was someone, I am not with a criminal record. Accidents happen right... That would be the case if Airbnb did not blow it off like they did and not help me get back into that rental. If you want to be sure you have a place to stay on your vacation, do not use Airbnb.

Booked a house in Denmark for 22 Aug for 2 weeks so we would have to fly from the states to get there but due to Covid no flying into Europe so we canceled the trip before final payment had to be made so now no way will they give us a refund for I canceled too soon. I can not even get through on the phone to talk to anyone. We were dealing with the host in Europe and that is a joke. Did not even offer to just give us credit to use another time. Will never do business with them again. Beware.

After checking and inquiring for a listed flat a Airbnb Host under the name of Johannna ** contacted, after few emails she said all the reservation and final process must be done trough Airbnb app, so she sent the link to Airbnb customer support and it all started.. Took money from my account, ask for more verifications.. And after that they never replied not in the app nor the emails, not the fraudulent report.. Needed to open a case for cybercrime.. And my money is lost... All is wrong with Airbnb.

Airbnb tends to attract cheap budgeted travelers who normally trash your place. Airbnb's customer service always takes the travelers' side instead of the hosts'. Airbnb also allows travelers to cancel easily, even with their strict cancellation policy. Their "extenuating circumstances policy" allows the travelers to cancel easily even without true reasons. Homeowners - When you list with Airbnb, increase your price much more than listing on other sites so you have some cushioned budgets to cover for your loss. There is nothing wrong with listing on Airbnb, but I find myself having a lot more issues and lost more money on Airbnb than listing with other sites, like VRBO.

I recently stayed at an Airbnb near Charlottesville Virginia, the stay was scheduled for 3 days to attend a Wedding. I left a day early as I was there attending a wedding and the stay there was not enjoyable at Cottage Retreat, as I was not pleased with this place and rated it so appropriately the rating seemed to have disappeared or was never posted. I took photos to document the place. I found every plumbing fixture loose. The place was unkept. The sofa stained. Broken window. Rotted decking, sheets of painted plywood used for flooring that was damaged in different areas. A sink that was not able to be sanitized. The outside was overgrown and unkept. The entrance they left an old wooden gate sticking out in the driveway. No reason for it. I do not think Airbnb even checks these places out. I am back to using the Hilton.

This is just one of thousands of similar bad experiences by guests (travelers) of Airbnb. I have used this platform since its inception and have also had a couple of listing as a host on the site. I had heard similar negative stories to mine but was I guess fortunate until now to have not realized some of the significant faults of Airbnb.

My husband and I have booked vacation rentals in the past with Airbnb. We are very responsible and have respect for any property we stay at, taking very good care of it. Recently we spent our 30th anniversary at a rental managed by what Airbnb refers to as a "super host" (anything but that!!!). This super host ended up leaving me such a negative review in retaliation to my honest review with helpful tips to future renters, along with lot of information about the area. He omitted important details about the property (example: guests are expected to take their trash to another location, wifi is erratic, didn't give the correct logon for wifi, etc.) He obviously has intense anger management issues, but has taken his anger out on me for being honest.

Expected better from this well known company. Recently, my travel plans were cancelled because I was not able to travel because of Covid-19 restrictions. I called AirBnb customer support immediately, however, after waiting days and over 1 week for responses – they denied a refund for my cancelled trip because of Covid-19 restrictions. Their response is that WHO declared a pandemic in March and their Exceptional Circumstances policy after March 14 does not cover any cancellations related to Covid-19. Do not expect much from this greedy company and take this into consideration when using them to travel.

Purchased a place on Airbnb. I paid half now and supposedly half later. But when my roommate gave me the other half of the money, I tried to pay Airbnb.... And cannot. Airbnb cut off any phone contact outside of 72 hours (determined by rental date), and their fake support just regurgitates the "help" section. If that was any help I wouldn't be trying to contact them. After a full week and no support and frequent postings of the "help" section. They reach out and call me saying nothing can be done... and they are closing my case.

We were hosts on Air B&B until a few days ago. Our very first renter signed our home booking contract limiting the guest to herself and 5 other adults for Labor Day weekend. She showed up with 7 other adults and 8 children under the age of 10. They broke the front glass storm door which now has to be replaced and they smoked in the home against our house rules. Messages were left over the weekend with Air B&B for assistance and they never responded. The also ceased collecting the security deposit this past summer and we now have no way of collecting damages other than suing the guest. Will never use Air B&B again!

My reservation was canceled on the day of my trip without any reason. AirBnB offered me $8 coupon for the cancelation. It left me scramble to find alternative on 1st day of my trip. AirBnB invited me to write review on the host saying even though your reservation was canceled, you can still submit your review. I did just that saying my reservation was canceled last minute. Weeks later, I got notification from AirBnB, saying my review violates their review policy and they have the right to remove my review. I unsuccessfully challenged their decision. At the end of day, they have the right to remove my review.

If you're trying to use a platform for a short/long term rental choose a different one. Airbnb discriminates against disabled, allow hosts/property owners/landlords to advertise properties that should be condemned as they are not structurally sound or up to local safety/ building regulations, and then let those same hosts chose their own pricing. Meaning you're overpaying for a run down pos mobile home by hundreds of dollars on top of paying utilities that are faulty and financially hazardous due to negligence of upkeep. Also the 24/7 help will only refer to another dept that won't respond in a timely manner.

I booked an apartment and cancel it within the stipulated time frame for a full refund (it was a couple of hours). I received a full refund minus the service fee. This amount was quite substantial because it was for an extended stay. After messaging AirBnB several times I managed to talk to someone from customer service who was very sympathetic and promised to escalate the problem. Instead I received a message a few days later saying the case is closed. Without any explanation or attempt to contact me. This is my first time using AirBnB, never again.

My fiance and I are getting married in September. We wanted to plan a honeymoon, and decided we wanted to go to the U.S Virgin Islands however with Covid-19 and travel restrictions, we decided to wait to book until we got closer to the wedding. In August (a month before the wedding) we booked a cute cottage with a seemingly nice host on St. John. No more than a week after we booked, the governor of U.S.V. I declared they were reverting back to their stay at home order, no Airbnbs or hotels could accept new reservations for at least 2 weeks. I waited a couple days for the host to contact me but heard nothing, so I reached out to him. Nothing.

I stayed in an Airbnb on Tybee Island. It was a docked Cabin Cruiser. It was dirty, dirty refrigerator did not work and contained a large cockroach, WiFi did not work (password not recognized), and television did not work. Contacted host and she said that she would contact owner to check. This did not occur. Requested a refund and no response. Airbnb customer service said that they would elevate my request and with continuous follow-up there has been no response. Also, my review of the rental has not posted. My first and last Airbnb rental.

I had an Airbnb booked With hosts name Winnie and Frank in Kissimmee Florida for Disney World. ❤️❤️6BR FIREWORK VIEW! Disney Villa w/ NW Pool+SPA • Sep 14 - Sep 19. This trip is going to be for about 15 people including grandparents and grandchildren. Due to COVID-19 and CDC advisements especially for senior citizens and people coming from areas consider to be hotspots, we decided that the best thing to do would be to cancel the trip. We did not wanna run the risk of spreading Covid or getting Covid. This decision did not come easy. We all thought about it long and hard and we’re saddened that we had to cancel. In addition my sister is a nurse and she raises her grandchild and she is almost 70 years old so it was especially a high risk for her. She also has underlying health conditions as do I.

I was booking an Airbnb I had found in Colorado for $600 for 3 nights. I selected the dates I wished to stay, and entered my payment information in order to process my request. The next page was my “receipt”, which had the breakdown of all the costs. At the bottom I realized it had charged my card $1200 instead of the $600. Keep in mind this was a few days before my rent was due, as well as me needing to go to the grocery store so I can feed my family. I try to contact customer service to resolve the issue, but they were not taking phone calls so I was directed to send a message to their support team.

One of the worst services I have ever met in e-commerce. After millions of failed attempts to verify my phone number because their awful service has not yet updated new code released by operator, I was able to rent a house through their service, paid for the house. One day later they send me a notice they have cancelled my booking, with no specific reason, evermore they do not want to share with me the reason why. They tell me that they issued refund which will be available only 5 days later. And what shall I do in these 5 days period? Stay at the street???

Had a vacation rental lined up for a group of fishermen in Montana for September 2020. All of us are over 65, some with health issues. As a result, we felt we had to cancel and notified Airbnb and host in July 2020. Well, the risk of contracting COVID wasn't good enough for Airbnb or the host. We lost all $600 of our deposit despite offering to book the place for the same dates (it was available) in 2021. The owner is a faceless corporation that writes its own reviews in places like Yelp.com that refused to even discuss the matter. They saw free money and grabbed it. Airbnb stepped in tepidly but did nothing to help.

I am a host on Airbnb and it seemed at first they cared about their hosts and their guests. Then they got big and now they just look at dollar signs. Fees have gone up ridiculously customer service has sank to an all time low (notice that the bulk of reviews in 2020 all give one stars and if there were a possibility of zero stars most would chose that.

AIRBNB: "After careful consideration, we’ve decided to permanently close your host account. This decision is final and will not be reversed." MY RESPONSE: Let's review the FACTS: Tiffany (no last name provide…a clue right there). Booked for Sept 4-7, 2020, and canceled. Why? She booked for 4 adult guests. I guess she forgot she lied because she sent me a message asking if my sofa folded out so that her two “girls” could “camp” together. She did not book 2 children, which would have increased her cost per night per person by $20 for an additional cost of $40. I probably dodged a bullet since “she” might have packed in 8 or more adults. So, she tried to cheat me out of money and she lied. I do not want to host cheats and liars. Apparently Airbnb has no principles and punishes host for having principles and I do not work with cheats and liars.

I would not recommend using Airbnb for booking. Booking.com or Hotel Tonight for long stays or short overnights is way cheaper and helpful with customer support. Airbnb is stealing money from customers and they have no direct line to connect with a representative. The person via CHAT I spoke with directed me to cancel my booking in order to apply the credit that is owed - however, if I cancel I will still get charged a $500 cancellation fee. They are not helping and will not call me to get better assistance. If you'd like to avoid a huge headache, use other booking sites...

In January of 2020 we booked the Greenbanks Airbnb in Bath for two nights. The venue was booked so family and friends could celebrate an uncle’s 70th birthday. We paid £1,960.85 including an exorbitant service fee of £262.85 (for what we have no idea). Due to circumstances beyond our control, i.e., Covid-19, we had to cancel the booking and did so in May of 2020. The guest of honour who lives in Ireland was not able to fly to England for the party due to flight restrictions cause by the virus. Consequently, we cancelled when we did in order not to lose the full amount. Had the coronavirus not happened, our party would have carried on with the booking as planned.

We booked a trip at StaySol in 4010 South Ocean Drive, Hollywood, FL 33019, United States. Our experience was terrible and we did a review, Airbnb removed the review stating that we requested a refund. This is false information, we never requested a refund, Airbnb simply did not want that review on their website. It is obvious they do not care for their clients and their experience. Do not book anything with this company. They are unethical and their customers is the last thing they have on their mind.

On June 28 my Airbnb reservation was canceled by the host. Airbnb informed that a refund of $1,350.24 was sent to the Chase Visa credit card that I used to pay for the reservation. I called Airbnb and informed them that I had canceled the card 6 months earlier in January, but Airbnb told me that there was a standard process through which the bank would receive the money and send me a check. Airbnb informed me that Chase should receive the money in 3-5 business days.

On multiple occasions my credit card was fraudulently charged by AIRBNB to the tune of several thousands of dollars. When my finance company approached them for a refund, they simply refused, even though they admitted the charge was fraudulent. As a result, my finance company has had go through the lengthy process of filing a dispute. In the most recent case I've been waiting for 54 days for a refund and still haven't received it. I have never dealt with AIRBNB and certainly never will. I would advise everyone to stay away from the unscrupulous company.

I rented an Airbnb with specific criteria: 1) Enhanced Clean (created for Covid-19) and 2) Super Host. It was false advertising. Airbnb & the host "Olivia" are both negligent and slow to respond. House was filthy. The owner tried to bribe me not to write a bad review about how dirty the house was. Later, we also found out that there was bed bug infestation. Here is how the events unfolded: 1. Upon check-in the owner was not wearing a mask. We felt concerned so we went grocery shopping for 1.5hrs to let the air in the house settle. When we came in we opened all windows to let the house air out. 2. Guideline Instructions were dirty with crud all over it. House was dirty. Light switches were oily. Kitchen was dirty. Oil was all over stove. Found splashes of feces in the toilet. Boot prints on the floor. Heavy dust accumulated on surfaces. I have photo/video evidence.

Airbnb really did a number on us... Their policy promises a full refund if something unexpected happens that prevents you from going on your vacation. They call it “extenuating circumstances”. Sounds good, right? Well, no. We booked a vacation with some friends to go to a nearby beach town. About 6 hours drive, 5 guests. In the evening before our vacation one of guests tested positive to Covid-19, which immediately sent another 3 guests into quarantine for meeting her the day before (according to CDC guidelines). So, at the time of check-in, 4 out of 5 guests were sick / quarantined because of Covid-19.

I think we should all contact each other and start a class action lawsuit against AirBnB. As most likely the case they don't let contact info be published then I am placing contact info in this message by capitalizing the 2 words that are in "it" and "it" ends with 5341 and then add the server name after the "at". The 2 words are combined to make one word with the numbers added after that word. The server rhymes with Whoo"Hoo".

Airbnb suspended my account with no warning after 2 years! I had over 200 reviews, 2 high performing 5 star reviewed rentals. They gave no reason for suspending me. My guests were all refunded without my permission and I was blocked from my own listing, preventing me from contacting anyone. Do not trust airbnb to build your rental business. They think they are God and will break the law if they feel like it.

I rented a condo last minute for a month after a stressful home sale, with the hope and intent of being comfortable and able to extend my stay while looking for a new home. The condo was not as advertised but clean, however all reviews mentioned how quiet and restful it was. It was in a horribly noisy condo complex and created extreme anxiety ultimately forcing me to vacate after just 3 days for my own sanity. Throughout this time I contacted the host, the management company Evolve and Airbnb. The host told me tough luck. It’s a condo. Evolve promised to resolve and never followed up. Then after repeated attempts to contact them again with no luck I reached out to Airbnb.

I've been using Airbnb to host my very popular vacation rental for almost two years. I recently turned on "instant booking" and have had a few bookings. One of my bookings wrote to me the same day stating that she saw my minimum age REQUIREMENT before booking and was 2 years younger but that should be okay, right? She should have asked before booking, however, after writing to her, I cancelled the booking. During the cancellation process, it asks you to select a reason. I chose "other" and explained my reason, wanting to be fully transparent with both the guest and airbnb. They blocked my calendar for those dates and will not unblock them nor do they respond to my multiple written requests for help with this. It also blocked the dates on VRBO as I had "synced" my calendars.

Proceed with caution if thinking about renting from Grace and Oliver. Grace and Case Manager Rose were rude, dismissive and extremely unprofessional. Friday, July 31st, the night before my move-in date of Saturday, Aug 1st, Grace cancelled my reservation with no clarity as to why. Grace then blocked all communication with me after reassuring me that I would receive a full refund. I had to cancel the Uhaul and unpack everything. After 11 days of reaching out to Rose, the Case Manager, I received my refund. Of the $2,006 I paid for August (the first month's rent), I received $1,458.19. They kept $547.81 even though I never moved in and never spent one day or night in Grace and Oliver's home. Grace, her husband Oliver, Case Manager Rose and Airbnb switched up on me. They said they were going to cancel on their end and then made me cancel, charging me $547.81 after telling me I would get a full refund.

Do not trust Airbnb, if there is any way for you to book through hotels you may be saving a lot of time dealing with unresponsive customer service. Even if you cancel or pay airbnb you will lose money and have to pay. At this point you would think airbnb could thrive on people who actually fully used their services, yet they charge people who dont. I ended up cancelling a long term booking last minute after finding a better option, but it seems as if airbnb knew people may change their mind so charged me a fee that I will never get back and could've used for 1 or 2 nights somewhere else.

COVID canceled my trip. I was told to reschedule in the next 6 months or pay more. I appealed to my credit card company that resulted in Airbnb suddenly granting a full refund THAT THEY HAVE YET TO HONOR. They told me to cancel the credit card dispute which I did, but still no refund. I have contacted the Attorney General of my state to mediate. It has been weeks. AirBNB deleted all the details of my account on their app. DO NOT DEAL WITH THIS COMPANY.

We had rentals in Ireland and England, but we are prohibited to travel because of the virus. Airbnb policy we last 50% of our deposits. You would things would be different right now. Don’t recommend using this service right now.

I feel ripped off and customer service couldn't help nor solve the issue! I asked to change my booking to a more exclusive location and to benefit from the full amount of my voucher. But it was IMPOSSIBLE!

I made a reservation that said pet friendly. The host accepted the reservation then came back and said I had to pay $100 per day for pets. Their cancel policy is 48 hours. By the time I responded I lost 50% of my rental as a fee. Try to call Airbnb, you can't find a phone number on their website and they don't respond to questions. It took 6 days to get a response from them. Run don't walk from Airbnb.

Disgusted by the lack of communication and poor customer service! I was charged wrongfully for two stays at the same place during the same time frame and they would not issue a refund. I contacted them several times and received NO resolution. I was told the "lines are locked up and even the reps can't get through to that department". So strange and awful business practice. Do not recommend. They are a company who is truly in it for themselves and could care less about their customers.

An owner had a flood in his condo, completely understandable, he had to cancel on me with 48 hours notice. Luckily I found a new vacation spot. However, it has been over two weeks, the owner has called Air BNB support three times, and I have messaged and called. They just keep telling us that they will move it up the chain to the top of their list? It's a thousand dollars on my credit card! Very dissatisfied. The owner tells me he is going to pull out of using Air BNB.

AirBnb at first glance is a very lucrative company to host for. As far as the experience I've had I would steer clear from becoming a host as there is no respect for even a Super Host. To become a super host you must meet the standards of the AirBnB community. They promise VIP help and response when you are a Super Host. Recently we had one client out of 100's that went way over the top to complain about our property and without notice they took our properties of the website and have not answered any of our calls. This has been over a week without response. That's a horrible business plan to basically leave someone that has worked extremely hard to become a Super Host out in the cold with no response. I would not recommend becoming a host or even using this company in any future travel plans.

Booked a house in another town. The renter over sold the quality of the place. Was not deep cleaned. Toilet leaked, fingerprints on the walls etc. back yard was tore up. Exterior looked like it was half falling off in the back. (We didn’t even have simple amenities that were listed...like towels or a laundry basket.) Overlooked all of those because there was no place else to go. Unfortunately we had a medical emergency and stayed less than 24 hours before going to a hospital back home. Renter lied and said we only had to cancel with him and AirBNB would refund us the other days.

Airbnb customer service is absolutely bad. I booked a vacation on July 17th. The vacation was canceled by the Host due to COVID-19. The Host was great and called me about the cancelation. Host also called customer service to cancel and process the refund. The refund was inclompleted because Airbnb hold my money. I called several times and no response from anyone. If you have any cancelation make sure your money is refund 100%. I am very disappointed.

Between the time I booked the trip and now, unfortunately the US regressed in its handling of covid-19. I cancelled as soon as I could after coordinating with my family, but Airbnb refuses refunds in this time. In a time when a few hundred dollars can make or break us, Airbnb is content to take your money without rendering services. They also allow large rental vacation companies to use them for advertising, so when you think you're renting from a private owner, you're not. It's one large company supporting another large company, stealing your money. Turnkey Vacation Rentals is in league with Airbnb and both will take your money without ever providing you a service.

Airbnb service fees were advertised as between 12% and 14%. I was actually charged 17% so complained. Apparently this is because it is 14% + VAT. I thought everything had to be advertised inclusive of VAT in the UK, this is very misleading and they should be more transparent with their customers.

Made reservations thru Airbnb a month ahead to go on our vacation for 6 days. 2 days before our trip Airbnb canceled our reservations. In the email they said it from lack of payment, which is not true! It’s almost impossible to get Airbnb to contact you after reaching out to them. Our host tries and she didn’t have any luck either. I will never go thru this company again! I will stick with VRBO.

My family and I booked a Airbnb. They frauded our account 2 times and put my account negative $2000 because people confirm the reservation and then cancel. Now I’m stuck on the road trying to find funds to make it home!! This is ridiculous! This app is not ran properly. If there are possible cancellations there needs to be a better way for a refund or credit for another Airbnb purchase. Thank you Airbnb for making this weekend hell for my family!! Never will receive my business again.

I was trying to contact Airbnb customer service representative regarding major issues at the house that I was staying in Seattle. I called them 4 separate times. I was put on hold for hours. They promised to get back to me and nobody did. And to make matters worse, the last customer representative hang up the phone on us. Worst company ever. Worst customer service. Please do not use them.

With the Covid-19 pandemic creating havoc for many of us you would think companies would be working with repeat customers. Not Airbnb though. We booked accommodation in Northfield VT in November for an event at our sons’ college (Norwich University). We were informed that they will not be going back and therefore all events are cancelled. We went to cancel our booking, with over three months’ notice, and were told we would only get $67 back from our $583 deposit. Airbnb have not answered any of our attempts to contact them about this situation. Airbnb clients make a lot of offseason booking through Norwich University families. I intend taking the matter up with the University and Parents Association to get them to remove Airbnb from their accommodation information recommendations.

I booked a place on Airbnb but had question for host. I contacted host with question. Site encouraged me to book without waiting for reply as I could cancel. I did so. After reply of host realized place would not work. I cancelled reservation. Received refund for all but Airbnb fee. Tried to contact Airbnb. Got message they were busy and short staffed. Not sure how to get Airbnb fee back. Host can’t do anything.

I have hosted my properties on Airbnb for over 5 years now. I have been the host on over 10 properties in various cities. When Airbnb first started they genuinely cared about the Hosts. However, over the last 2 years they have gone completely downhill. I have been hosed by Airbnb on so many issues. Probably about a dozen or so issues where guests complain about some non-existent or minor issue & just like that I have to refund some portion of money. During the COVID pandemic, Airbnb was nowhere to be found and left Hosts hanging when they allowed guests to cancel with no penalty and Hosts had to bear all the losses. The most shocking of them all just happened to me this week...

As a Contractor I was very interested in using Airbnb when I have jobs to do out of my area, but I had some questions to ask before I just pay $1500. Then keep my fingers crossed that everything works out with the room.... So, I called airbnb and after 34 minutes a man finally answered my call. Then after I asked if there was any refund policy if the room doesn't work out for any number of reasons, he said "I don't understand your question" and hung up.

It's been two days since I've called Airbnb. 6 times to tell them that someone is posting my home for rent. They are not calling back. They are 'reviewing' while my privacy is exposed. While my children are home and I have strangers knocking on my door to tell me they rented my house. Airbnb is not a professional organization and is not vetting their listers. They person listing my home is "authorized' while my case is being reviewed, I have not been given a courtesy call. 2 days and not even as much as an email.

I booked a place in NJ with Airbnb only to be told my ID couldn’t be used because the system wouldn’t read my driver’s license. They initially gave me a confirmation then changed to not processed. Now I want to close my account & am told I can’t do that without my driver’s license. Screwed up company that I will not be doing business with again.

I was told I will receive a credit since Airbnb canceled my original reservation and They never did. My reservation was canceled few days before arrival and I was told I will get a credit of $162.54. Since my original reservation was made back on May 8 and someone canceled my reservation on July 8 for an arrival on 7/10 ruining my plans. Where is my credit? I was told I will get a credit to a new reservation which I dumbly did and now they expect I make ANOTHER reservation to get my credit! It was the 1st and last time I use this service! What a nightmare! Be aware!

Airbnb gave us a credit of $99.26 because a host cancelled at very short notice. When we tried to use it for new booking there was an error message. Customer Support said we couldn't use the credit because our new booking was for $869 and we had to spend over $860. When I said it was over $860 the guy said the service fee is deducted from the $869 which makes it less than $860. BUT THIS IS NEVER MENTIONED ANYWHERE. They said they would escalate the case, never heard from them again and they closed the case.

Long story short, we booked a house at the wrong location, 3-4 hours from intended destination. It also advertised having 3 bathrooms and in the details just 2.5. Although I attempted to cancel a MONTH IN ADVANCE. Both the host and Airbnb refused to give us even a CENT in refunds. To clarify the severity of the situation, I will disclose that someone in our guest party suffers from several digestive diseases as well as PTSD. It would be physically impossible for 10 people to share 2 bathrooms. One of the bathrooms being inside the MASTER SUITE, which is where our disabled party was supposed to be staying. Upon finding out that she would have people in and out of her bedroom to shower, she declined to come. She stated with her conditions, it would be impossible for her to get rest or manage her symptoms with no privacy.

We planned a trip to Florida in October and the trip would include people travelling internationally. Unfortunately, there is a travel restriction on entry to the U.S. from various countries. We contacted the host and three days later no response. We contacted AirBnb customer service and explained our situation and was told that this was an extenuating circumstance and that would get back to us. 48 hours later, no response. We contacted them again after waiting that 48 hours and was told that since it's currently July, we cannot cancel a trip in October, because it is too far out to determine that we cannot travel.

I have informed the Airbnb of missing essential amenities in the apartment that is WiFi. I called them at 7 am and continued calling them all day each time waiting on the line. Each time someone else picked up and promised me to call back and just wait. The host had apparently 6 hour deadline to fix the WiFi. I called again, spend another hour on the line until I got cut off. I haven't heard from Airbnb and have wasted a while day. I have never complained on the Airbnb or left negative review because I had generally good experience. WIFI is essential for my work, since I'm staying here 5 nights. So I recommend use only Airbnb if you are sure things go well. They can't handle a simple situation.

I rented a condo in Destin. My check our time on my itinerary clearly stated 11am. On our last day, cleaners walked into the condo at 9:50am without knocking while my little girl was eating breakfast and I was half naked. I addressed the issue with the host who did not apologize. I wrote a bad review due to his unprofessionalism, and a few weeks later I get a message from Versha stating I lied about my review and the real check out time was 10am. I took a screenshot in my emails directly sent from them showing it was 11am and she continued to act like I was lying and incorrect about the check out time. When I told her even if it was a 10am check out, how is it ok to come in at 9:50am? She had no answer to that. Don’t trust their reviews. They delete all the negative ones. I am assuming the owner requests them to do it. They only care about the owners and not the renters. Use Flipkey instead or any other rental site.

I am trying to cancel my reservation due to Covid 19. The state that we was going to stay in is shut down due to covid 19. Airbnb will not give me back a full refund. I am very disappointed in this website. I was going to stay there but there is nothing opened.

Renting from Airbnb is the worst possible thing anyone can do. They do not back anyone that receives a horrible experience. Ants in a home are NOT ACCEPTABLE and I'm not sure why it's acceptable to airbnb! Hotels make it right when anything is found unacceptable. Why is Airbnb any different????

I booked an AirBNB for a trip to Prague, due to Covid-19 all U.S. citizens were banned from entering the Czech Republic and all flights cancelled, I attempted to cancel the reservation 35 days in advance of the trip, as soon as I was alerted about the ban and flight cancellations. AirBNB not only refused to refund the deposit, they charged the second part of the fees weeks later. According to the "standard reservation cancellation policy", which I have from AirBNB "I would have until July 25th to cancel and I would receive half of the "Cancellation policy - Cancel before 4:00 PM on Jul 25 and get a 50% refund, minus the service fee." I cancelled on June 26th. Legally in the U.S. a company can not charge you for a product or service that they are unable to deliver but AirBNB is hiding behind the owner who is not a U.S. citizen, saying that it is up to them.

It’s my first time using Airbnb and I was quite excited to find some beautiful places on their website of Vancouver. I found a place that I like to stay. Initially it said the place I want was available so I filled in all my info and paid in full. They charged my credit card, then sent me a text saying the host is not available to confirm my booking, “find another place to stay”. Those were the exact words. So I did. Then I rebooked at another place. Same thing happened. “What is going on? I thought to myself.” Then I received two emails confirming I have two bookings for the same period. The Airbnb support centre sent me an email telling me that I made two bookings for the same period. I took a screen shot of the message I got regarding host not available to confirm booking.

Worst customer service ever! I tried to update a reservation several times on the app and followed all the instructions and was never messaged back. I called several times and was placed on hold for several minutes. One time I was on hold for 54 minutes before hanging up to call back. When I would chat with customer service as soon as I asked for a refund for my service fee, my chat would close. I had to call the third party vacation rental company to update my reservation with no help from Airbnb.

My friends and I had to cancel our trip as many others have had to for COVID related reasons. Our AirBnB to FL was paid for in full and once we saw the spike in FL, we cancelled right away. There was also a travel ban and state of emergency in place. I cancelled the trip on the app and got a credit for our trip. Otherwise we would have only received less than half our money back. I spent hours upon hours on hold, talking to several representatives, sending many emails and there was no resolution. We should be able to get a refund giving the circumstances and there was NO flexibility at all. When I was promised call backs, I received emails instead. They were trying to avoid talking to me. Unprofessional and completely poor customer service. I do not recommend this company or plan to ever utilize its services again.

Hello, I checked in this Airbnb Friday July 11th. I contacted the host several times. I have both conversation through here in the phone and on text. I have pictures and video recording. The place was filthy. It was not clean at all. The covering towels and bedding were not washed. The washer was broke. The couch was broke. There was a brick underneath holding it up. The bathroom flooded to the downstairs bathroom so we were only able to use one bathroom. There was used food in the fridge and freezer. Clothes left behind everywhere. Open soap bars and boxes in the closets. Really bad stains on the carpet. The last night there the air went out for 4 hours. The sliding doors have nails sticking out so several of my guest cut their self trying to open and close the the door.

Airbnb is scandalous. During Covid, we had a few guests request to get out of their bookings with us. We were happy to help, refunding everything less the $200 cleaning fee, so the cleaning company we use are not out any. Everyone agreed. Then came the huge headache to get Airbnb to comply. Between the guests and myself, we spent hours of waiting on the phone to talk with Airbnb. The first time, the agent completely didn't get it and I had to call back to fix the problem they made worse. Finally, we get the agent to understand and help. Then I get charged $404 a month prior to the release of the funds. So basically, I had to give up $400 a month before I could get my $200. What a mess.

We had a customer booked for two people (both adults) and they arrived with over 15 people with kids and dogs (dogs are not allowed in our house), made a lot of damage (broken doors, broken bed, damaged floor). Had party going all night, disturbed neighbors, smoked cigarettes and shisha in the house. Total damage of couple thousand Canadian dollars. We did the claim next day and Airbnb did nothing, just said they can't do anything. On the second email didn't even response. Be very aware that this company only cares about $$$ going their direction not your, don't count on any help or coverage from them. We are taking all our properties off Airbnb somewhere else.

I cancelled a booking due to an event being cancelled due to COVID-19 three months before reservation. Even though I met the criteria for getting a FULL REFUND which was listed on their website, they refused to refund my money saying that when I cancelled, that wasn't their policy. I cancelled early AS A FAVOR so they could possibly rebook the space. If I waited to cancel, I would have gotten the refund, but since I was trying to be a responsible person, I was punished.

I booked a house in Portugal, Cascais, (Gomes Freire Delight) the owner name is Jose, my reservation was for December 21st 2020, but unfortunately, with Covid19 effect and positive virus result from family I can not travel and I tried to cancel my reservation 5 months before, but the owner refused to refund the whole amount! By Airbnb policy they can refund only 50% and the rest is with the owner chose!! I think that's not fair and shows how the people are dishonest. Some people use the current situation, Covid19, to gain more profit and I think that's not correct, Airbnb should be responsible for the whole process.

My coworkers and I rented a townhome in Detroit for the marathon this year. At the time of our booking, the policy for this specific unit was a 100% refund if you canceled your booking 7 days prior to your stay. The race is being canceled and we are months from the reservation and only received 50% back of our FULL payment even though the cancelation is for COVID. The landlord or property owner will not respond to requests for refund and Airbnb's policy is only to refund through JULY 2020. In addition, the owner changed the refund AFTER our reservation. All wrong!!!! Will never book with them again!

Mom has manageable health problems like diabetes and is 83. The app doesn’t help you do anything except look at places. Chatting is 60-90 minute wait. Calling get used to 90-120 minutes. I had a death certificate and a letter from my mom’s doctor. The host wouldn’t let me out and neither would this crappy awful company. Finally called my credit card and they refunded me. This is the zenith of a horrible dot com company that doesn’t give a rats ** if your elderly mother is a huge Covid risks. I hate this company and their poorly designed app.

I am deeply disappointed and very angry with the fact that although Airbnb have cancellation policies in place if these rules are not adhered to due to "mitigating circumstances" and the guest cancels at the last minute the host is left with expenses that Airbnb seem to not care about. My booking was cancelled hours before arrival and I have spent money preparing for their stay and now they have been allowed to cancel at the last minute with a full refund leaving me with costs that I feel should be covered under these "mitigating circumstances".

So I've been hosting for half a decade, and have 11 listings. This company will not stand behind owners and hosts anymore. My wait time is 45 minutes, and they never resolve their "Resolution Center" claims. This company bears the hallmarks of a big business about to go bankrupt or something. If you are a host, it is worth it to use a smaller listing service, VRBO (still ok but also on the decline), Craigslist, or your own website. AirBnB is too sketchy these days. We have pumped probably half a million dollars through their website, and this is how they treat us!

They will not refund the service fee. If this was a minimal charge, I would not be writing this review. However, they refused to refund my $200 "service fee". I canceled my trip because of COVID-19 and my mother being diagnosed with cancer! We could not take the trip because she is starting chemo you ** bags.

During this pandemic, our flights were cancelled and we were forced to cancel our Airbnb reservations. One of the hosts asked us to cancel early and they would provide a full refund which gave them an opportunity to rent their home during our time frame. They were only able to refund us their portion and said Airbnb would refund us the service fees. I spoke to their customer service people three times and they refused to refund the service fee even though the unit got re-rented and they would be collecting the service fee twice for the same time period. I will no longer do any business with Airbnb.

I was visiting Atlanta, Georgia and the place I was staying in had ** in my room which is illegal in the state of Georgia. The front door was kept locked, everyone was told not to talk to neighbors or mention Airbnb, in a gated community. The living room was stuffed with bunk beds with cigarettes and stench of ** mixed with scented candles. The smoke detectors were broken or covered with plastic.

This was my first (and last) experience with Airbnb. My friend and I decided to travel by car to a (supposedly) clean and nice location during the COVID-19 pandemic. We read many, many reviews and selected a "super host" location with glowing 5 star reviews.

Booked a trip to Florida 6/6/2020 renting a beautiful home with family. I am a high risk person so renting the home with pool and jet skiing was the right thing for me! Coming from NYC/NJ on quarantine time! Any way the spike for Florida has spiked TREMENDOUSLY! They are going downhill and closing things up slowly. Traveling there and back has been restricted by quarantining if you're coming and going from one of the 17 states. My story is no different from everyone else here! I canceled and the host agreed to give me back a full refund. The cost was 4k. I was refunded $2,132.81. Airbnb is basically saying Florida is open and covid has always been around it's my fault that I booked knowing this could happen. They can not force the host, even if it's on the site inbox of the agreement.

Had to call police to remove a guest repeatedly harassing neighbors that refused to leave. Even with police in my home I could not get a response. Ever since, crickets, calling, emailing, chat.. nothing!

AIRBNB a billion dollar company, with minimal overhead, who received over a Billion dollars in Loans won't refund deposits on cancelled reservations that fall after March of 2020. In my case the reservation was place in Feb of 2020 when there was minimal knowledge about Covid 19. The reservation was to attend a wedding in October of 2020. As the disease will continue to into the year, the wedding has been postponed until 2021. When I tried to cancel the reservation, FIVE MONTHS PRIOR to the occupancy date, AirBNB holds fast to their “policy” of NO refunds. Companies large and small are acting ethically during these times. NOT AirBNB. Additionally, how does AIRBNB swindle the public into collecting large deposits that are not transferred to the hosts until occupancy and not refundable? All, the while AIRBNB invests those deposits to their own advantage.

My family rented a place in Canada for this summer. We made the reservation back in December of 2019. With the pandemic hitting, we were worried about being able to cross the border, with good reason, since we still can't cross from the US. We reached out to our host and she was fantastic offering a 100% refund. We thought it would be better for the host to cancel early so they would have the opportunity to rerent it to someone that doesn't need to cross a border.

Due to COVID-19 and stay at home orders we had to cut short our Arizona stay. The spirit of the Airbnb policy on refunds due to the virus would have enabled us to receive a refund for the month. I realize the letter of the policy did not cover us because we made one reservation for two months instead of two separate one-month rentals. Our host returned money to Airbnb which Airbnb only sent a portion to me and pocketed the rest. I should also point out that I had been promised a discount from a previous rental that had gone bad due to a fraudulent host. They have not lived up to that commitment. Adding to the financial dispute is that they have continually delayed and lied to me about investigating my claim. I have tried to give the company the benefit of the doubt due to the impact of COVID-19, but they have failed in every aspect of customer service.

We booked a trip in February thinking things would get better by July for our anniversary. I ended up being scheduled for a spine surgery June 9. When we notified the host she was RUDE, she also stated to provide documentation for a NEW condition. We thought it'll be safe travel, and my surgery wouldn't prevent us. However after my surgery I had complication, the host offered half the money back but still started she felt it was no reason to cancel. No confirmed cases were in Daytona. Upon canceling with Airbnb she started sending harassing messages, told us we were evil and karma would get us. She said only evil people do things like this. Thank you Airbnb. We'll reschedule once I'm cleared for a different place but they Definitely need to be removed from your site, you provide better service than she's capable of providing. She also stated she should've never booked us like she wanted and never try to book with them again.

Our family cancelled our late June Ocean City vacation nearly two weeks in advance of our reservation due to civil unrest across the country and particularly due to very disturbing recent unrest on the popular Boardwalk in Ocean City. The unrest, including assaults, stabbings, and brawls was well documented by local Ocean City and Baltimore media. Airbnb and/or Ocean City Host (Herb & Carolyn **, Dominica Beach, LLC) refused to waive their harsh 50% cancellation penalty under their own extenuating circumstances policy: " Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests." (AND) "Safety and security threat advisories issued for the listing or experience location or the guest party’s departure location."

I am a host on Airbnb, a super host, and have been trying to work with Airbnb to resolve issues surrounding one of my guests that had to leave early due to Covid. Both the guest and I tried contacting Airbnb to issue a refund for the part of his stay that was cut short due to the pandemic. Airbnb did not respond, so I refunded the guest the money out of my own pocket, understanding Airbnb was extremely busy with all the requests at that time. A couple of months later as travel began to pick back up and guests were booking my place, Airbnb withheld money from the new bookings saying that it was a credit for the prior guest. I called the prior guest to see if he received a refund for his early departure from Airbnb, and he has not received any money. So Airbnb has taken money from me and has still not refunded the original guest who had to cut his trip short due to a pandemic.

Bad customer service. I have been trying to get a refund on a canceled reservation for 4 months. This company will waste your time, give you the runaround and not respond to any of your messages. Book with anyone else.

This is my bad experience in Airbnb. I tried to cancel a reservation with less than 24 hours and they only want to return 50%. I want a full refund. The provide address do not match the description on the website. I contacted Vacasa Florida administrator (Moly) of the condominium and Airbnb didn't want to help me. My biggest frustration is that it wasn't more than 24 hours. The host (Moly) from Vacasa Florida it took more than 5 hours to answer.

If I could give them a negative 5 I would. No help. Calls to them disconnect repeatedly. Said they'd call back if disconnected. They didn't. A whole bunch of false accusations about damage made and a $1000 bill to replace a stove that I didn't even use! Horrible. GET A HOTEL THAT HAS STANDARDS. Filthy with cobwebs, broken appliances, rotten cream in the fridge, etc...

Hours and hours on the phone to fix a simple issue. Subpar and SMALL accommodations. Do not even try, this company and their business model stinks like seven day old meat left rotting in the sun. And that is about as nice as I can be.

This was my first time utilizing Airbnb. I signed up on the morning of my needed reservation.I completed everything that was necessary, after inputting my card info--the website states they will take up to 24 hours to validate all of my info including by license. I knew it wouldn't take the full 24 hours, I figured by the time I made it to my destination (within 8 hrs) that I would have my info. I contacted the host to see if I could just stay in their place since they already have my card info; they stated that Airbnb has to verify first.

I booked and paid for an Airbnb. After a long trip, we arrived late at night to find the apartment was filthy and had an inhabitant who answered the door in a drug-induced haze. Air bnb could not be reached. An answering service placed us on hold for over an hour only to direct us to their website with generic options, which came to a generic conclusion that no refund was possible. The host of the apartment was also unreachable, with a phone number listed on air bnb that was no longer in service. We left a message on the website and never got a response. Air bnb was completely indifferent and unavailable regarding an unprofessional and unacceptable and unfair experience. They provided no back up for me and my family who were out the cost of a week’s stay.

My husband and I decided to celebrate our 1st year marriage anniversary by booking a European vacation for the late summer of 2020. We began booking accommodations in January, 2020 such as outgoing flight (we are going to two countries so we booked separate flights depending on price), we also booked our Airbnb's for our Rome, Italy and Barcelona, Spain stays. I was pretty sure that I only searched for bookings that had flexible cancellations and from what I understood they did. Come end of February we start getting worried but our trip is still at the end of August so we were hopeful. Since we still planned to make our trip we just let time pass and hoped we would not have to cancel and that by then we'd be able to go.

On Jan. 19, we made a reservation with an initial group of 6 people to travel to Guanajuato Mexico, for a week getaway. We selected Casa Almendro (Quinta La Huerta) which was hosted by this individual, Erik. The trip was booked from Feb. 12th to Feb 19th On Jan. 26 we canceled due to a extenuating circumstance which 2 of our group members could no longer attend, due to a medical reason (life threatening diagnosis), we were unable to financially afford this between 4 individuals, it required each one of us to split it at a higher rate which caused some financial hardship for the majority of our group members, as we were trying to stay within a limited budget. The reservation cost us for 6 nights a total of $713.96. I was charged a fee of $389.73 due upfront.

I used Airbnb since it first began. But no more. Airbnb, unlike other travel companies, has a shady refund policy for COVID which changes every week or so. I booked a place in NYC for summer 20 in November 19. When my internship was canceled in May I canceled my reservation but did not get a refund. I wrote to them just to find out that I needed to wait to cancel until June. If I had done so, I would have received my deposit back. Why? That was a week earlier than I should. This company lost its community appeal a long time ago. Now they are about profits and about screwing their costumers. I read here several cases similar to mine. So, this is not just about me. It's about how this company will lose its local customers. I will never use it again.

This company does not offer its customers a uniform refund policy. Property owners can have any policy they wish. I placed a large deposit on an apartment 9 months in advance. 3 months later COVID19 appeared and I had to cancel 6 months before the reserved dates. I was denied any refund at all. If you read more reviews you will see this is a common complaint. I will never rent a property on their site again.

I’m just going to keep this short and say, if a problem occurs during your stay Airbnb offers you no help and cannot problem solve. The representatives cannot help you so they tell you a Support Tech will call you which of course they never do. They cannot accommodate their customers. I’d recommend just not renting from here just in case something ever came up.

I wish I could rate my experience at ZERO stars. I have waited over a week for a resolution from Airbnb support teams for a reservation I made and will need to cancel due to COVID-19. I have been told COUNTLESS TIMES that a supervisor or the Airbnb Plus team will reach out to me "as soon as possible" and was even told yesterday at 11AM CST that a supervisor will reach out to me within 24 hours with 24 hours being the max amount of time I would have to wait. It has been 25 hours and still NOTHING! Customers should not have to wait over A WEEK to get help. At this point, using the excuse that you're experiencing higher than normal call volumes due to COVID-19 is just that - AN EXCUSE. Someone needs to reach out to me as soon as possible. This is an unacceptable way to do business.

I was banned from Airbnb because of an arrest 53 years ago as the result of police brutality. I had recently turned 18 years old and because I asked a police officer if he had a search warrant was attacked and choked. I informed Airbnb about the incident and was told that the ban would remain. I have been a licensed mental health professional for 40 years and have never had any other arrests since then. Now Airbnb is posting that they're against police brutality and yet they continued to perpetuate the abuse that I received as an 18 year old.

I made a reservation and in less than 5min I cancel I realized it was the wrong property due to my mom been handicap. The accommodations were not suitable for her and host kept $270 service and cleaning fee. I pay $663 for the reservation and on their policy said that if you cancel within 24 hr and now Airbnb don't answer and cannot help me.

Airbnb's cancellation policy is terrible. DO NOT CONFIRM a reservation unless and until you are completely sure you need it. I made a reservation and tried cancelling w/in 12 hours of making the reservation. On a $1,269.59 reservation I received $77 from Airbnb and was told to contact the host for anything else. The host, Angie in Puerto Rico, said she would only refund 80% of her portion, meaning I paid $338 to cancel a reservation. Both Airbnb & Angie put the blame on the other and on the non-negotiable "cancellation policy", and left me in the middle spending hours attempting to contact either and paying $338 to do so. I should say, too, that the room was $32/night, so far from quality housing.

I booked an apartment in Tel Aviv for early July and paid the deposit. When it was clear that no one will be flying overseas, I spoke to the Host that promised me the full refund and no mention of when is a good or bad time to cancel booking. I contacted Airbnb and canceled my booking, only to be told that I would not get my full refund, they kept $304 of the deposit. Spoke to the host again and he too was disappointed that I was not given the full refund.

We cancelled our reservation in Island Park, Idaho on May 12, 2020. Our reservation was for July 12 -15, 2020. We paid $1178.78 on November 9, 2019. We received a refund of $102.23 on May 12, 2020. Our cancellation was a direct result of covid19. Our son was expecting to come from New York City. He works for the NYC Health Department and is unable to come. We will not be occupying this property or having a need to be cleaned up after. We contacted the owner on May 19, 2020 and he said he would see about giving us a more equitable refund. We have not heard anything from him. Airbnb says this is a closed matter. We were disappointed in the dishonesty shown here.

I've been an AirBNB user for several years. I've logged about 140 experiences as guest, perhaps 100 as (super) host. I've had a few recent bookings with them after the coronavirus started and I'm completely shocked at the company's behavior. I've read their Covid 19 and Extenuating Circumstances policies several times closely and have concluded they do virtually nothing to provide safety and security of guests while booking during a difficult time.

NEVER EVER EVER AGAIN BOOK THROUGH AIRBNB. Horrible - they don't care about their customers. Will not give me my cash refund because I can't travel during the COVID - they are giving travel credit. I have 4 people I need to pay back as we split the room. I called their support and they said there's nothing they could do. Wait times take forever if you have a problem. If you contact support they don't get back to you. I had to call them multiple times - never hearing back. They said they would escalate and I never heard from anyone. They don't care about you at all. They will NOT survive as a company for this poor customer support. Please please boycott these people and stay at a hotel instead. This has been so stressful.

I made a reservation on February 3, 2020 for $1816.47 at a Colorado Springs Airbnb home for 5 nights with check-in on July 12. This was a combined family reunion and college graduation celebration. Then the pandemic struck and life changed for all of us. I contacted the host on April 2, 2020 and she said that pandemic cancellation refunds weren’t available for our reservation/check-in dates yet according to AirBnB, so I monitored the AirBnB website for their “Extenuating circumstances policy and the coronavirus (COVID-19)” policy.

I'm blown away at the response I have received despite my many attempts at obtaining assistance. My home is tied up in a divorce and my husband is illegally squatting and not selling our home. For months he has been renting it out through Airbnb to massive parties. This is also against our HOA and they are threatening a lawsuit. I have the judges orders as well as our legal agreement and despite everything Airbnb is still allowing my home to be rented illegally and has declined to pull down the listing.

Had a June reservation & according to Airbnb I would be eligible for a Full Refund & host emailed me they would put me in for a refund but I had to cancel reservation first but there was no refund option. Host said they would change that, after I cancelled. Now Airbnb will only give a credit. I need my money to pay my bills not theirs! Airbnb does not honor their own policy. I can’t use a credit from a company that will be out of business because they do not value their customers.

I have had my International flight at end April cancelled. No fault of mine. So, the 12 or so bookings with Airbnb should be an easy cancel. NO. I am still dealing with them. It seems one phone call/chat/email for every one of the 12. They refunded but kept the service fee. Not cricket. The Voucher they issue expires less than a year, (2020) from my original booking date. While they quote the Host's policy on refunds, the Host does not hold the $$. Airbnb does, until the client checks in. So they should be the most responsible for refunds! I think they offer a good service overall but I will be RUE to use them again, and will look to another agent, that offers UP front full upfront cancellation refunds. It has truly been a pain that I am still dealing with them at this point.

We have utilized Airbnb internationally and domestically, as well as the other home rental Company since 2002. This year we arranged for an August 2020 stay just South of Bozeman, MT. We booked via Airbnb but the host/owner erroneously sent VRBO CONTRACT for signature and additional information. Long story, short. We needed to cancel secondary to covid-19 issues. Airbnb’s cancellation policy differs from VRBO’s and host will not refund our payment to date. $1259 had been paid and we will receive $92 back. Support staff has been no help, lots of finger pointing, “out of our control” crap. Host equally unhelpful throughout this experience. We are extremely upset and will never rent via Airbnb again!

I have been super happy with all my AIrBNB experiences until this latest experience with cancellation due to Covid. In February I booked a room in Indiana to attend my niece's wedding in June. Of course in March the pandemic started and BC was under a non-essential travel ban. Being a nurse, I knew this was not going to end in a matter of weeks, so I cancelled my booking on April 7. I thought this was being fair to the host and they would have over 2 months to book the room with local travellers.

I had to cancel my 3 different reservation because of COVID-19 and one would not refund the money, so Airbnb gave a coupon for the amount. I need to cancel again and the place I'm staying is free cancelation and airbnb refuses to work with me. I've talked to them twice and they say somebody will contact me and no one does. I've been a faithful user of their company but they are failing majorly in customer service with a tiny bit of pressure of the pandemic.

We booked a trip (10 days before check in). Had to cancel that night (about 4 hours later) due to COVID reasons (I don’t feel comfortable sharing more). I have been talking to support since then about the cancellation. They would rather risk infection and financially hurt the host than refund money.

We had to cancel our reservation due to employment related travel restrictions over COVID 19. Airbnb provides full refunds to health care workers, but does not consider government employees as essential. We are required to be at work and if traveling outside of our work restrictions, required to mandate to a 14 day "unpaid" quarantine. Airbnb did not give us an option to get a refund. And it took over two weeks to get an answer to find out the company gave us a credit. We don't want a credit. WE WILL NEVER USE AIRBNB AGAIN. We are going back to hotels that may cost more, but treat you right! DO NOT USE AIRBNB. If I could rate them a Zero, I would!!! We are out over $600 we can't get back!!

I reserved an apartment for 11 nights in Anaheim, CA. Later on, I discovered that the host has a picture on his post warning people from walking around because there's a good number of homeless around. Having 7 months baby around, my wife got scared because of Covid19 and for the safety of us since she tends to walk our son around during the day. This was a major concern for us, so I contacted the host and kindly asked him to cancel our reservation especially that they offer free cancellation within 48 hours.

Made reservation in February for a June stay. Event was canceled the first week of April and had to cancel trip. They said their refund policy was only good through end of Match, but they would grandfather my refund if they extended the date. Well, they extended their posted refund date through the end of June. So, I should be good right? Nope, they denied it. Said it doesn’t meet the requirements. Very disappointed.

Airbnb are refusing to refund our reservation. We have two police officers and one hospital worker unable to attend the 'vacation' due to being ESSENTIAL workers and unable to take time off during this pandemic. The host has declined a mutual refund, and to make matter even worse he has encouraged us to cancel the reservation, meaning he receives 50% ($2000) and we pay him the remaining $2000 in person next year, but he won't do it through the app! He has violated the Airbnb host rules and Airbnb are rewarding him. We will never forget this!

Like many people reviewing Airbnb these days, I also have a serious problem with their cancellation policy during this COVID19 pandemic. I read all their policies, and the COVID19 Extenuating Circumstances policy, too. I first contacted my host for the reservation. She agreed completely that I should receive a full refund, and to contact Airbnb by online chat. However, our reservation is for November 2020, smack into the next flu season, and doesn't fit their "one size fits all" policy. I started an online chat with them, copying and pasting the letter Congress wrote to the White House on 5/22/20 about how serious the upcoming flu season will be.

I made reservations prior to the global pandemic. I never had used Airbnb before this and wanted to give it a try. The plan was for a best friends trip to Cleveland, we were going to see a wicked concert and enjoy a ball game on Independence Day. We were so excited. Enter Covid 19. Silent and deadly, killing thousands with absolutely no discrimination. Regardless of the world situation, my host refuses to refund me more than 50% of what I paid. My check in date is two days past June 30th, 2020. This is also Airbnb’s Covid response cut off date.

Due to the COVID-19 pandemic all my flights were cancelled as no international flights were being permitted. My host and AIRBNB will not refund my money. They are keeping almost $1000.00 (USD). The host company name is APARTAMENTY STARE MIASTO, my reservation was for the OLD CITY FLORIANSKA GATE 6 in Poland. I have made every attempt to request my refund but they are refusing. Airbnb will not honor their own COVID-19 refund policy. Please share.

This all started Easter Sunday, I was on booking in Fullerton when I was asked to vacate the premises, wow in a national pandemic which also was kicking out a two-year-old child, my family and myself. Airbnb providing no reason why they were doing such a thing but continue to choose to do it and did not have no regard for anybody safety at 10 p.m. Easter Sunday, they taking $524 a month and continue to disregard my calls and my peds to reimburse my money. I've tried everything very cordially, very respectfully to no avail, please help.

After spending 2 days trying to make a reservation for my son in Eugene Oregon, I got an email from Airbnb stating that my account was permanently deactivated because I have a criminal record. I have a drug charge from 2003. I guess Airbnb doesn't think you are ever punished enough. This is discriminatory and hateful.

In early March, COVID hit our area and we were subjected to quarantine that prevented us from traveling for two upcoming trips. Airbnb posted customer messaging that all stays impacted by the COVID pandemic would be refunded and that it would take some time to process changes so not to worry about delays. As time passed, we realized that our stay had not been cancelled and refunded and reached out to the Airbnb support to request this be taken care of. We spent 1.5 hrs on the phone getting transferred between service specialists and put on hold. We were then told that that we would need to wait for a supervisor to call us back.

I booked a 7 night stay with this super host. Trip got cancelled due to COVID. I talked to his partner, as Frank was ill. I was assured I would be refunded. They said my money would be refunded on the day that we were supposed to arrive. I have been calling, emailing and contacted Airbnb. They have not been helpful. He scammed me out of $2300. Do not use this service. User beware.

The "virus" has shut down the Breckenridge area and we've been trying to cancel our reservation, what a fiasco. Their position is that you can reschedule but there is no refund; they've had our $7500 for months since you have to prepay. Supposedly the homeowner of Slopeside Manor feels that he's not obligated to refund or do anything. Airbnb staff is saying they went and pushed the homeowner to allow a rescheduling which may or may not be the case but either way all we'd like to do is get a refund since the area is closed and that is not of our making.

I am a faithful customer/traveler at Airbnb and have used their services in many countries. I have never had any issues until now. I intentionally booked a refundable accommodation for July 7th. I cancelled my trip due to a change of plans. The booking was refundable, AND I requested a refund of the $130 service fee since I’m unable to make the trip. According to their policy, I am able to request a refund of the service fees up to 3 times in a 12-month period. This is only my second time EVER requesting service fees, and AirBNB refused to refund the service fees!! I am continuing to request that they handle this graciously, and I don’t understand why they would do this to a faithful client. Regarding the even more disappointing covid-19 reviews here associates with AirBNB, I might recommend a class action lawsuit. It seems that there are enough of us harshly affected to do so.

I followed all the rules to get a refund after I had to cancel my trip due to Coronavirus. Instead of the refund I requested I was told they would keep my money and I could use it for another trip. I was going to a wedding in Paris that had to be cancelled. I don’t know if or when I will travel again. I am 79 and lost my husband to the coronavirus. I filled out the papers for a refund and got back an email for a cancellation explaining they would keep my money and I had plenty of time to make another trip.

Do NOT and I repeat Do NOT use AirBnB. They are a disgusting group of scammers. I attempted to cancel a reservation made when I cancelled my Alaskan cruise due to Coronavirus concerns. The owner blames AirBnB and AirBnb blames the owner. They would not give a refund even with a 4 month notice. Disgusting. Don't even consider using them.

A company not giving the service fee back in this time period. Even though the corona virus extenuating situation covers up to June 30th they are not willing to refund the service fee. No way to get a straight answer.

I had booked a house for my family out of town for a wedding. Because of the Covid-19 pandemic and the SIP order, the wedding was postponed and I needed to cancel my reservation. I paid 370.00, they would only refund 24.00!! This company/app is shameless and heartless. Renter beware!!

AirBnB is incredibly greedy. Currently given the pandemic, we have a state-wide law that requires us to Shelter-in-Place. We cannot travel let alone leave our homes freely unless it is for necessities like medical reasons or groceries. Given this situation, I asked for a reservation that is in a couple weeks to be cancelled and a full cash refund. Instead, I was placed on a hold time of 25 mins, told I would be messaged by a customer care rep and then that rep messaged me I could receive travel credit on AirBnB. Meaning AirBnB would unlawfully keep my $ and profit off of people's hardships during a very difficult time. How incredibly greedy and short-sighted of a company that is supposed to to be "doing good" by "helping" people during this time. I will never use AirBnB again, you just lost a previously loyal customer.

I booked a stay at The Lake House 5 mins from Chickamauga Lake Hosted by Starlena ** in January 2020. My check in date is in June 2020. I had two people in my family to test positive for COVID 19 so I contacted them to inform that I did not feel comfortable traveling with family as I have a 4-month-old child and also none of us were working. I was given a 1/2 refund. They profited almost $500.00 off my cancellation and this pandemic. I was told I could get a refund only if my dates was booked.

On April I cancelled a reservation because the event I was to attend was cancelled due to Covid 19 uncertainties. My check in date was To be June 11. I was denied a refund of my $1006 deposit because Airbnb “extenuating circumstances policy” only included check in Dates thru May 31. I was told by three different reps that if the policy was extended to Include June then I would get a full refund. In early May, the period was extended to include June 15. Then I was told that I cancelled too early so I still did not qualify for a refund. The whole experience has been extremely frustrating. Covid 19 hardships were bad enough, And Airbnb has just compounded the whole situation.

We rented a house through Airbnb for a national volleyball tournament being held in June. The volleyball tournament was cancelled due to COVID. I notified Airbnb at the end of April. I told them we needed to unfortunately cancel due to the pandemic and wanted a full refund of $997.00. They denied this request! I will never book with Airbnb again for this reason????

We rented 3 different houses through Airbnb, and VRBO in February 2020, due to COVID 19 we do not feel comfortable to travel. VRBO refunded our money very quickly, When we contacted Airbnb they said it's up to the hosts and the hosts are not willing to work with us. Airbnb need to look beyond this year and should keep customers happy, for sure I will not book with them anymore. They have caused us anxiety and they are stealing our hard-earned money. Airbnb you suck big time. I will tell everyone on social media. What a fraud.

I would rate this company 0 stars if I could. I had to cancel a trip due to covid-19. The border between my country and the host country is closed. Airbnb will not issue me a refund. Many calls, messages, and I got nothing. I spoke to several managers and a supervisor who were all completely useless. Will never use this company again.

Due to Covid19 I had to cancel a work trip where I was planning to stay at an Airbnb. Even though there were stay at home orders for both my state and the state I was traveling to, I wasn't able to get a full refund for my reservation. The condo owner gave me a full refund (even though he didn't have to), but Airbnb wouldn't refund me the "processing" fee - which is all done by a computer. I find this practice very un-ethical in the circumstances that we're in right now.

We booked two trips earlier in the year and now we are trying to cancel since we cannot travel now and they will not refund our money. We have gone round and round with them and the host and still have not received our refund. I will NEVER use Airbnb again!!!!

I needed to cancel my trip due to Covid 19. My superior excellent host promised a full refund because I cancelled according to her host policy. Air BnB over-rid her policy and would not give me my full refund. Basically they said the host is wrong, too bad.

I'm so disappointed in how Airbnb handled our cancelation due to COVID-19. We had a trip scheduled for June 12-19, and rented a house by Superhost Steve in Wheat Ridge, Colorado. My daughter & Husband both have autoimmune diseases, so out of precaution, we canceled. Per the policy, the host has to approve the refund of fees, which we had already paid $1,700. We canceled on April 20, and I have been going back & forth with their customer service reps, and nothing.... I'm so disappointed that they do not care about their guest health, only their business. I will never use them again, and will tell everyone I know not use them!

Airbnb nor SIF Apartments in Iceland deserve even one star! My family and I always plan our trips a year in advance. Our daughter was turning 15 and we let her choose the location and she chose Iceland. I went onto Airbnb and selected a SUPERHOST??? SIF Apartments (they have several listing) and we paid in full $3,200 US$ for 8 nights from June 18th to June 26th, 2020. Then when the COVID Virus hit we started getting nervous. I sent the host SIF Apartments a message to see how things were going and a Maria replied and said, "Oh everything over here is GREAT." But as the days and weeks have passed I started checking more into about Iceland and their restrictions due to the COVID Virus and currently they have mandated 2 weeks quarantine for all people coming to Iceland plus ALL activities are closed until late July or August.

As a traveler, I've had good experiences with the hosts & properties: and when I had a bait & switch situation, Airbnb immediately assisted me and I was refunded the next day. Overall, once you understand the system, you will probably not use anything else. However, it is not like the hotel circuits, and the hosts are not wealthy business moguls (as a rule). This is more like a hostel situation since 9.5 times out of 10 you will be sharing a bathroom with several other rooms but you'll sometimes also have things like a full kitchen, food that the host brought or someone else left, and free washer/dryers. My impression of reading the first several items on here re Airbnb is that people have jumped here to complain without having any real feedback from airbnb, or having looked through the TOC or FAQ even.

I made a reservation and got confirmed, my card got charged right after. Within a HALF AN HOUR, the host messaged me and told me that she can't have guest on those days (never mentioned the reason). I asked her to cancel from her end, so I can receive my full refund. She never responded until the time I write this (almost 4 hours later). I contacted AirBnB and as usual this type of online business services, they discourage all customers to seek customer supports by pingpong the app/website navigation and answered using pre-written default answers and when I tried to chat with any live agent, no one available or never be anyone works for the business anyway, all bots. What I hate most about all of this, AirBnB strategy of refund, that may take up to 15 business days. While banks or any financial institution will penalize just right after one minute passes midnight, AirBnB takes their time to refund their customers hard-earned money. Swell.

Europe travel ban announced 3/11 so on 3/12 I did what seemed right and cancelled my Amsterdam trip for 4/1-4/11. Sent email to "Superhost" Jess (Museum Suite, near Leidse Square) before I cancelled extending my regrets and cancelled but no response or refund for even the contractually entitled amount after several attempts and over 30 days. No response whatsoever. After getting customer service involved they strong armed a $400 refund (kept their fee of course) and told since I cancelled before 3/14 I am out $589. If the ban was announced late on 3/11 why are people who DID THE RIGHT THING and promptly cancelled on the 12th and 13th being punished?

AirBnB doesn't even deserve one star! I lost almost 2000CAD due to AirBnB excuses in their policy. I've booked an apartment at **, I had to cancel due to covid19, since I can't get a visa on time for my trip due to the Visa section is closed until further notice. I tried to communicate with Hannah many many times, Hannah, the host, is apparently a superhost. But no response was given. She's dead silent! This is the kind of superhost AirBnB has -_-! Doesn't even deserve the title, but you decide!

We had/have a house booked for Memorial Day at the beach in Florida. Due to Covid-19, the state is not allowing any rentals, such as Airbnb houses. We have spent hours trying to get a refund. They refuse. They'll give a credit, but after this ridiculousness, no thanks. My wife is an essential worker and sacrificing to make sure others are staying safe. So many people and companies have been so generous - providing meals, prayers, support, masks, etc. Airbnb is a POS and has ZERO customer decency. As a family that travels often, we will never be using Airbnb again.

Airbnb refused to give me a full refund for a June 26th stay in San Fransisco, a large city, when both the host and I agreed it would not be safe or productive for me to visit as we would be staying in their home at the same time as them. Their customer service insisted I needed to call back in 2 weeks again so I could get the service fee and TAXES they refused to just resolve. They needed government documentation the city isn't safe? Try watching the daily addresses from the President and Governors to see why being a tourist in a major city would be a bad idea, 11 days after your site already notes as valid for a refund. Thank you for wasting my time so I can call back in 2 weeks to get the resolution that could've happened today in 5 min.

We booked several homes in Spain during June 2020 for my family of 8. We had been looking forward to it for 9 months, then Covid 19 hit. All of the hosts agreed to give us a 100% refund as the State Department and NIH forbids international travel this summer. Airbnb decided to keep 25% of the money and won't even talk to me about a refund. My friends who are traveling used Trip Advisor and received a full refund. Now that I know this, I will never book with Airbnb again. The host explained to me that they don't receive the money until the guest has stayed there. The customer service person from Airbnb told me to speak to the host to get the refund - but they don't have the money. The telephone reps must be taught to lie to the customers so they don't have to refund. What a great business model.

I booked a cottage for July and because of Covid 19 have had to cancel. I cancelled on March 16th. Still no refund to my credit card, and no pending transaction showing. Airbnb will not communicate with me thru email. Will have to go thru my credit card to get this refund back.

I booked a home for a friend's June 20th wedding well before Coronavirus. Sadly, our friend had to cancel her wedding. I reached out to AirBnB for help and they were impossible to get ahold of. I then spoke to the host directly and he offered to let us cancel outside of Airbnb’s policy for a 10% fee but didn’t know how to make that happen on Airbnb’s website. When we finally spoke to their online chat they were unwilling to help, were rude and told me if I wanted to cancel under the agreement I reached with the host, they were going to charge me the Airbnb service fee and that I should just wait and risk it.

I rented a condo in Myrtle Beach SC for the end of April 2020. On March 26 I was notified by the host that Myrtle Beach was stopping all rentals because of Covid19 until after April 30 and I would receive a full refund by April 6. I did receive a credit from Airbnb for their service fee which expires Dec 31 2020 (it should be good until Dec 31 2021). I have yet to receive the rest of the refund after trying several times, even talking to a person from the resolution center. This is the first time I used Airbnb and won't again.

I just seen an article that stated Airbnb would give a full refund if travel was cancelled. Well excuse me! This is a total lie! I made a reservation in January for a PCB condo for May. I have worked with the host through all the Coronavirus Debacle. The host was very nice and said I would get a full refund. When you call the Airbnb people, forget the nice part. I understand travel limitations but I should have received my money back.

So as a nurse working Frontline for the past month in New Orleans, LA, I decided to use Airbnb. Airbnb are advertising discounts for FRONTLINE workers, their attempt to support us doing the pandemic. Except they aren't actually supporting the workers, at least this has not been my experience. I filled out the LONG application for discounted stays on the AIRBNB site, which requires you enter your licensure information, received a call from an "Airbnb Customer Service Representative". Her name is Iesha. Iesha states she will email me a discount code to help assist in the housing prices except Iesha never calls back. 3 weeks later, I call the number she never answers the phone, I call Airbnb customer support. They state that they have no record of anyone calling me about a coupon.

I cancelled my accommodation due to COVID on c. 20th March, as the other 50% of the holiday amount was about to be taken out of my account, and the terms on Airbnb said if I subsequently cancelled due to COVID I wouldn’t get any money back. So I thought I am better losing £440 instead of £880. I contacted my host and they said they would transfer my deposit of £440 to a later date or give me a credit. Air BnB however are saying their system doesn’t allow this and I’m not entitled to anything. It is absolutely disgusting that a huge company like this is profiting from this situation. Their behavior is unethical and disgusting, and their customer service team doesn’t help at all. I would never use them again.

Based on the excellent reviews on Airbnb site we rented this location with Airbnb. We trusted the website and reviews. A Superhost place. A rare Find it says on the site. After a few days the nightmare started. Defective appliances, fridge stopped working, lamps, TV, internet, kitchen cabinet falling apart, dishwasher came of the kitchen counter and fell on me loaded with dishes, walls under repairs, pot and pans not clean, bugs in the bathroom and ants in the kitchen. Basically the place was under renovation. Paid in advance on credit card impossible to get a refund.

I booked a trip in early March 2020 to Beverly Hills, California and booked a location through Airbnb. Airbnb's original COVID-19 extenuating circumstances policy didn't originally cover my planned travel time. I ended up having to cancel and requested a full refund based on COVID-19, but the Superhost refused to issue a full refund (only 50%). Airbnb then revised their policy to include my original travel dates indicating that those eligible would receive an automatic refund. I have yet to receive any type of refund, not even the 50% I was supposed to (at minimum) have received back from the host.

"Robert' in Ann Arbor on Huron Street, encouraged us to break the law rather than refund our monies, as we cannot travel due to the Covid virus. He wouldn't give us our money back - after 6 hours with customer service - we were cut off numerous times, the website didn't work - we FINALLY got a customer service rep to refund our monies. Even "Kevin" in customer support must have not read Airbnb's policy on Covid 19 trips; we were well within the framework of getting our money back - he basically said, 'tough luck'! I was sure to cancel that credit card so Robert can't charge any more. Airbnb has woefully uneven customer support and apparently 'Robert' thinks it's fine to break the law. Travelers aren't even going to be allowed to come to Michigan during this time!! Very disappointing; I will never use Airbnb again!

Had to cancel because of coronavirus, cancelled 1 day before they officially made it policy to refund all guests who were affected and couldn’t travel.. My reservation fit all the guidelines to a T but they aren’t paying due to a technicality (** one I might add).

Our Family Rented this property on Feb 5, 2020, Hosted By DELMAR, Wellfleet, MA 02667 for a trip planned to begin on June 6th. One family was flying from California and has a high risk traveler with high blood pressure, another from Ohio who has COPD and emphysema. Massachusetts currently has 56k covid cases. Host DELMAR refuses to refund any part of the deposit which was 1900.00.

My story is similar to many on here. We were to arrive in Nice (Massenet property) on May 12, 2020. Due to the coronavirus, travel restrictions, flight cancellations we were obviously not able to get there. We had a reservation with a "strict" cancellation policy. We canceled on March 10th and on March 14th the Airbnb "extenuating circumstance" policy came out. I have approached our host 3x and told she would not be refunding anything 3x. I put 50% of the total owing down in January...$596.32 CAD. I read the paperwork carefully, so I thought.... reading the sentence that stated "cancel before 4 pm on May 5 and get a 50% refund minus the service fee." Nowhere in that sentence does it say 50% of the total payment - I understood it to mean 50% of what I had already paid. I truly believe airbnb - perhaps not the individual hosts - needs to step up and help out the consumer.

In February I booked a one week stay with Airbnb in Mexico. Fast forward to March when the entire world went into lockdown and borders were closed due to COVID-19. I immediately canceled my booking and it said I would be refunded my March 23. March 23rd comes and goes and no money or any other contact from airbnb. I reached out today to be told my reasons do not qualify and I would not be receiving any money back. Confused how a global pandemic, closed borders, travel restrictions, and cancelled flights doesn’t qualify. Asked for the “case manager” to call me and he said due to the outbreak he was unable to make phone calls. Will absolutely never support airbnb ever again.

I had a bad guest stay recently. Everything from broken tiles, burnt plastic on pans, stolen bathroom fixtures, the whole place smelt of weed-- the worst was they broke the hot tub by smashing in the inlet grate. Airbnb refused to give me a claims advocate until I lodged a quote, but that wasn't possible for 5 days until the hot tub repair person arrived to determine what the issue was and how much it would be. As soon as this happened I lodged the claim and got a claims advisor only to be told that as another guest had checked in the interim my claim is now invalid. What? Countless emails and messages has only led to Airbnb becoming elusive and not calling me when they said they would. It feels like the dmv on steroids. As a host I just need help on this. I feel like I'm in some sort of a bad dream.

I booked a house and less than 3 days later had to cancel because of the virus (Coronavirus). The wedding venue cancelled. When I contacted Airbnb to get a refund, they stated the refund had to come from a vacation company that the house was owned by. When I contacted the vacation company they stated Airbnb had to refund the funds. When I contacted Airbnb again they only gave 50% of my money back. After 3 days of booking the home, they refused to give me a full refund and kept stating the host had to agree to a full refund. Their customer service was not helpful and would not do anything to resolve this issue! Be ware - look at who the host is - stay away from Evolve on Airbnb because these two combined will be a nightmare if you have to cancel.

I booked this accommodation in December last year and paid £603.30 as a retainer for my daughter and fiancé to stay in for seven weeks for their wedding. They live in Australia. Due to covid 19 outbreak they only stayed there for 7 nights then had to fly back to Australia having had to cancel their wedding. I informed Airbnb of the cancellation at the time and the reason why ie Covid 19! Last week Airbnb tried to take the remaining of the cost which amounted to £303.0. Fortunately I had insufficient funds in my account so they could not get their hands on the money. I have since blocked payment to them but they are emailing and phone me for the remaining payment. Their conduct is disgraceful and insensitive in these current times. Perhaps their billionaire air owner should cough up and do the right thing.

Airbnb is choosing to keep service fees during a national disaster pandemic, which is completely unethical and a very poor business decision for their future. Do not use Airbnb!! No company should behave this way during a time such as this. They unapologetically spout legal jargon to innocent renters who have to cancel due to fear of travel during a pandemic! Who does that? Do not use them unless you want to be out a ton of money with no way to recoup.

I rented at Airbnb 3100 Marys Lane, Fort Worth, TX 76116 with host D.R. Couch. Cancelled due to COVID 19. D.R. Couch will not refund my deposit and Airbnb will not help. Sad they are preying on people.

My mum booked the whole family a weekend away for May and paid half of the cost of the accommodation upfront. On 16 March the UK Government announced that all over 70s and anyone with an underlying health condition should self-isolate due to COVID-19. This was quickly followed by a further announcement on 20 March for a full lockdown of the country.

Our group of 9 senior citizens had put a 50% deposit of $1361.68 in January and Airbnb will only refund us $111. 06! Because of the Covid19 pandemic our cruise was cancelled and all cruises cancelled until at least November 1, 2020. We are amazed that our cruise lines offered a full refund and Airbnb offered such pitiful understanding! I see many others are having the same problem and think maybe we should file a class action suit against them! They are making money hand over fist for ABSOLUTELY NO SERVICES RENDERED! My email is ** to see if we get enough responses to file against them! They've messed with the wrong people! I'm not throwing in the towel this easily!

I booked a NY property in Feb 2020 for July 2020 before the COVID 19 pandemic. Due to the fact that the pandemic affected our family financially as well as the fact that NY was hit the hardest by the virus, we decided to cancel our vacation with our host Jonathan **. IN addition, a family member has a verified health condition which we were willing to provide documentation of to receive a refund but the host refused stating he had a strict cancellation policy. Airbnb refused to push the issue and we were out 1200.00 dollars which would have helped our family financially in this tough time. It is amazing how people can be so heartless and greedy in this time of hardship. And it is also unbelievable that a huge company like Airbnb would refuse to help. I will never use this company again.

Reserved a condo at Belltown Court in Seattle with "Lori" but only have been able to communicate with a Belltown Vacation Rentals, a different person each time. Lori appears to be fictitious. My daughter is a frontline ICU nurse during this pandemic and had to cancel her wedding. The unit was for myself, my fiance and 3 brothers, all of whom are high-risk seniors, living in the current hotspots of GA, LA and FL. Rental started June 2nd, 2 days before the current May 31st cut off. Customer service contact was futile (and flippant), as well as communication with the "Host" (whom customer service said was ultimately the decision-maker). I have lost about $1500 (they will be happy to refund the $100 cleaning fee). Will NEVER consider AirBnB for travel plans again. Their short term gain shows no conscience or decency. Shame on them.

Airbnb claims its standards and trust is based on five criteria one of which is “fairness”. Having read numerous reviews submitted by disgruntled clients and from my own experience of late it is apparent that Airbnb is not abiding by its so called standards and trust criteria. Like many others I have become a victim of Airbnb’s unconscionable conduct by its refusal to refund money paid in advance for holiday accommodation subsequently cancelled as a consequence of the Coronavirus. Despite assurances that I would receive a refund of ($4856.99) it is becoming apparent to me that this will not happen.

I booked a place for two nights. It was $1350. There is a policy if you cancel within 48 hrs you get full refund. I cancelled within two hours. I soon found that they double charged me so I had $2700 worth of charges. I called Airbnb and they said they only charged me once and refunded it. I even screenshot my receipt to prove they charged me twice along with a screenshot of my cc statement that they charged me twice for proof and they still denied and refused to refund me. My credit card confirmed over the phone it was double charge and Airbnb said they had no proof of charging twice and refused to give me my refund even though I proved with two different forms from receipt from them and credit card. Yet still nothing. I cancelled within two hours of booking because it was too expensive and now I’m out $1350 for nothing. Horrible business even with multiple forms of proof.

My husband and I will not be able to take our trip to Scotland/Ireland this summer because his current deployment has been extended with the U.S Army. With the combination of COVID-19 and our country's current travel limitations, the United States military as a whole has decided to extend units deployed overseas for at least 60 days. Because of this extension, my husband will be coming home potentially mid-July, which is after our travel plans. I went ahead and cancelled all our reservations online. I then submitted a claim after reviewing AirBnb extenuating circumstances policy. The deployment extension falls under the cause of "law enforcement agency and military" in AirBnb extenuating circumstances policy which allows us to receive special review to "waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control". To me this is common sense.

We have a 2 months reservation starting June 1st which is currently 1 day beyond what Airbnb covers within COVID-19 policy. Our host posted a very stringent cancellation policy which allows to be fully refunded only 48 hours after reserving. Airbnb is holding our money, not the host. However, Airbnb will NOT return your money unless the host cooperates, unless it falls within cancellation policy. Do not book with heavy cancellation policies if you cannot foresee the future. Airbnb will not back you up if you feel unsafe to travel.

I rented an apartment (13 Calle de Abades) in Madrid for 3 months and had to return to US after 6 weeks due to Covid 19 travel restrictions. The owner and his agent were informed before I left on March 14. My rent for the entire month of March was already paid. After I got back to US on March 18 and self-quarantined for two weeks, I found that Airbnb had taken the $2200 rent for the month of April from my bank account. My request for a refund was refused by Airbnb and the owner. Most legitimate companies have given refunds for travel disrupted by Covid 19. The amoral behavior of Airbnb and others involved in this case is reprehensible.

I booked a place to stay through Airbnb in Washington, DC for a trip March 12- 14, 2020. Beginning around March 10, 2020 - CDC and WHO were recommending people not travel, especially those with underlying conditions. WHO had declared this a global pandemic already. Washington, DC and NC (where I live) were both under a State of Emergency. I had concerns because warnings were just starting about being in groups of people. We were going to DC for sight seeing, my son has asthma and I have high blood pressure. I was scared we would go on the trip and get sick/be exposed to someone, and we would be quarantined in DC for possibly 2 weeks, I couldn't afford that.