Airbnb Reviews

I am appalled! Their response to travel changes and cancellations due to COVID-19 is abhorrent! If they continue to mis-manage this situation like they are, they’re going to have a huge class-action lawsuit on their hands. What they’re doing is flat-out wrong. Upon cancellation, they are issuing either a small, negligible and, frankly, insulting amount of money back or a “travel voucher” in the full amount, which is basically in store credit. In order to receive a full discount, they are requiring that you send government-sourced documents proving you are unable to travel. The simple, proven fact that COVID-19 can show no symptoms but still be spread should be proof enough. Instead, they’re insinuating that it is still perfectly safe to travel unless the government has expressly told you otherwise. This is ludicrous.

I had booked a condo in London, England, for 4 nights in September for my family of 7. The cost was approximately $2600 Canadian. Because of the COVID-19 crisis, we are stressed about traveling this year as we are keeping informed and understand that there will be covid cases until August and probably continuing until there is a vaccine. As a result, we decided to cancel. I must say that there was no problem in cancelling. No hassle. Indeed we received the full payment (including service fees) in about 2.5 weeks. Thank you, hosts and Airbnb! A great experience and we would certainly book in the future!

I’ve now stayed in 2 Airbnb’s. I know it’s not a hotel but I didn’t take into account the prevalence of mental illness in the United States today. The first host was paranoid, had cameras EVERYWHERE, faked an illness after having a guy begin spending the night with her and then gave me my husband and our 1 year old 2 hours to leave after our 7th day into a 14 day stay. Airbnb did not help us find another booking nor did they refund us a partial amount until weeks- not days after we sent in photos and documentation of the bizarre behavior she had.

Airbnb place was booked for travel to Puerto Rico. When the COVID 19 pandemic started to spread in March, I contacted the host and read the policy of cancellation and refunding on Airbnb. The host confirmed that PR was quarantining arrivals for 2 weeks. We changed arrival dates a few time later into April, but the pandemic continues to spread. By April 1st I wished to cancel reservation due to COVID19 pandemic. At that time it took 5-7 days to return messages.

Worst property management company we have ever used. We didn't break any terms or conditions and have acted honestly and fairly and yet they still deem it reasonable to take money of us. We were giving all our rental income to the lady who manages the property during a difficult time for her and yet Airbnb thinks it is reasonable to take the money back from her. We use Ownersdirect and Tripadvisor and found them significantly better.

I had a reservation booked for March 14, 2020 in Los Angeles. Due to the Corona Virus shutting the whole country down our trip had to be canceled. The Laker game we were supposed to go to canceled, Disneyland closed, and not to mentioned the entire country was advised not to fly. Especially with young children 9, 10, 1.5. Due to this threat, we canceled our reservation on 3/11 three days before we were supposed to check in once we found out that all of these items closed.

Don't book Airbnb ever! I booked and paid half for a stay in New Jersey in June, 2020. Because of COVID19 (Cruise and Airline was Cancelled), I won't be able to check-in. Airbnb refused to give me a full refund. I even asked to share the loss 50/50, but again they refused. My advise to my friends is to never ever book a stay via AIRBNB! Their policies aren't fair at all!!

I booked a trip to FL to take my kids to Disney in the beginning of March and cancelled at the end of March bc things have gotten so bad and everything is closed and they refused my refund. Just a disgrace of a company. Thousands of people are dying and out of state travel is banned almost everywhere and Airbnb is going to keep my money. You should be ashamed of yourself.

This review is a follow up to one I wrote last week. After several texts with Airbnb customer service that did not resolve my issue, I wrote to the CEO. I quickly received a very nice email that was a very satisfactory resolution. This restored my faith in this company to do the right thing.

I reserved a house in Savannah GA for the end of May. I made my reservation long before anyone knew coronavirus was coming. Now Airbnb and my so called super host will not refund my deposit. It is quite apparent that the whole world is in a travel ban and these are extenuating circumstances. Airbnb told me to contact the hosts and the hosts told me to contact Airbnb. I canceled as soon as I found out and now Airbnb says I didn’t cancel with them according to their guidelines and the hosts won’t even answer my messages about it. Just very disappointed that this business And their hosts gets to use a world pandemic as a way to cheat their customers out of money. I will never book with Airbnb again.

I planned my trip 3 weeks before the outbreak of the coronavirus. As soon as it became obvious that I would NOT be making the trip because the country would still be experiencing a lockdown, I tried to cancel. After AT LEAST 30 emails back and forth between Host as well as customer service I still have no money returned. I have tried everything. The owner of Airbnb even states on the website they will give refund...but still nothing. The customer service rep tells me, "It's because the host wants to hold your money." The host tells me it's all on Airbnb. I'm sure I will eventually get the refund. But I will NEVER book another trip with Airbnb because of what they put me through.

We reserved a house near Glacier National Park for 6 nights in July. National Parks are closed right now, as well as many golf courses, because of the coronavirus. The spread/apex of the disease has not fully reached the northwest, and I did not want to chance just having to go sit in a house and look out the window. Who knows if the coronavirus will still be prevalent. I cancelled my Airbnb on April 1, 2020. My rental fee was $3,631.40. I was refunded $1,274.48, costing me $2,356.92! I will never rent from Airbnb again, unless I get a full refund. We travel often, and have rented from Vrbo, Homeaway, and many others. I have received e-mails from other companies telling me about their refund policies. Airbnb did not reach out at all. If Airbnb chooses to rethink this, I will post an update. My advice is to not use Airbnb, there are others that are with us in this pandemic. Airbnb, you are dead to me. Will not use your services again.

During the covid19 lockdown, Airbnb has apparently decided to cheat me out of $178. The host approved a full refund, but Airbnb is holding my money, and does not respond to my queries. I will spread the word about this scam. Airbnb's greed is not worth the gamble of your patronage.

I had booked a stay at an AirBNB in Boston for the end of April. With Covid-19 restrictions we are unable to go. We could not get our whole deposit back which is difficult. What is deceitful is that we did not even get half our deposit back. It states if we cancel before April 23rd we would get a 50% refund minus the service fee. I had a $945.82 deposit and got a $102.32 refund. The non refundable service fee was $193.50. I contacted the owner and he said the refund only applied if the full amount had been paid. I think it is deceitful to post all over the site 50% refund if you cancel before that date and then bury deep in only one place in fine print that it means only if you had paid the full amount not just the deposit. I also contacted AirBNB with no response yet. I will never use that site again. Back to traditional hotel stays I go.

Korina **

Because of the COVID 19 pandemic, I had to cancel my booking with Airbnb. There is a travel restriction. I cancelled my reservation with more than 30 days before the booking and Airbnb would not give me my full refund. And there is no way to send them a formal complaint about the host.

Booked Airbnb accommodation in Sydney but due to COVID -19 disruptions to international and national borders had to cancel. Airbnb doesn't see this as extenuating circumstances so won't refund me despite fact that owner said I would get 50% refund as is the policy on the contract. All sorts of excuses from Airbnb, including owner has a lot of cancellations so he won't refund, but to no avail. I have impression that company and hosts have little contact as policies differ. Seems to me that Airbnb is making a lot of money from cancellations beyond our control. The help centre makes inane comments including "Hope you stay a member of Airbnb community." This was my first use of this online company, which was not user friendly, and it's my last. There are better options.

I need to write my story for this review to show how absolutely terrible this company is. Over winter break my family and I booked an apartment in Miami neighborhood Little Havana, Florida. First, the process for first timers was convoluted and after much headache and stress about the trip, it worked out. However, upon arrival to the apartment complex the private parking lot was covered in cat litter and animal feces. This worried me as we had our toddler who loves to play in sand and toss pebbles. Pretty bad start. Then upon entry into the apartment it smelled mildewy. I told my wife, "Let's give it a day and hope the scent clears out." That day we enjoyed time in Miami Beach and nearby Cuban Restaurants. Later at night, we showered and my wife noticed mold in the bathroom shower caulking and was grossed out. Then getting into bed, the sheets also smelled mildewy.

I booked an Airbnb in Melbourne and had to cancel because of the corona virus resulting in all events canceled in Melbourne end of March 2020. Airbnb charged me $113.09 administration fee in spite of their "full refund for cancellations due to Covid virus". The website is impossible to navigate for messages and or phone calls to Airbnb. I keep getting "bot" replies then a message stating "case is closed". I am very dissatisfied and will never book with Airbnb again.

We had a long awaited vacation to Japan and I reserved 5 night stay in Kyoto with Airbnb - what a mistake! Of course I was not able to make the trip to Japan due to the Covid-19 outbreak. Fearing I will not be able to return to the US, I canceled. I specifically stating that I have to cancel due to circumstances beyond my control. I requested refund over the phone - not before being warned that the wait time is "several hours" - unbelievable... I just got their reply that I am not entitled for a refund! This is the only provider that did not refunded me for my cancelled travel - and I had non-refundable airline tickets!

BEWARE: BEWARE: AIRbnb PAYMENT PLAN IS SUSPENDED DURING PANDEMIC! I have been working with Airbnb for approximately 1 month on a 2 week stay I had booked for a family vacation in Florida. The house and adjacent apartment is Beautiful, however, due to COVID-19 my small business had to close per Arkansas State’s Mandate. This left me scrambling for a way to cover the remaining balance to Airbnb. Since my vacation was scheduled for the first 2 weeks of June I did not fall between their SHORT window of 3/14-4/14 for cancellations. I emailed the Host NUMEROUS times asking for a refund. He would not agree. I spoke to Numerous Airbnb representatives. Each representative assured me they were marking my case for their “Specialized Team” and I would hear from them soon. NOT ONE PERSON from AIRbnb contacted me.

We cancelled because of the pandemic, but we will not be getting a refund. Some bs excuse about us cancelling first, so we don't qualify for a refund, despite their recent and highly publicized new refund guidelines. Total PR move, when in reality, they are taking our money and running with it! Whoever heard of a professional company taking monies paid for services not rendered? And during a natural disaster, no less?!? Totally unethical! Will never rent from Airbnb again!

I am writing to share an awful experience with Airbnb. We were scheduled to go away on April 22 to a home in Tennessee. We paid half of the reservation. Due to Coronavirus, we had to cancel our reservations. At the time, Airbnb were only honoring reservations until April 14. Now Airbnb has extended their cancellation policy to include our dates, but since I cancelled earlier, they will not issue a refund and put it back to the host. The host has so far refused to issue a refund. We can't travel even if we wanted to. Airbnb should honor these cancellations. It is a world pandemic! I am furious and want to get the word out! Spread the word.

I was attempting to book a reservation for March 29th and stumbled across what I felt would have been the perfect place. The Super Host, Taz was advertising a coupon of $25 if you were a first timer to Airbnb on his listing page but was not willing to offer to me for some reason still unknown to me. I contacted Customer Service to assist me w/ reaching out to the FAKE Super Host and we waited on the line together for more than 90 minutes trying to get him to reply to me. He responded initially to ask me where I saw the coupon. I responded and he just stop replying. Not only did Taz stop responding, he BLOCKED ME! I called back later and spoke w/ another customer service rep by the name of Maria and she agreed to call Taz... He simply said NO! Taz supposedly said that the property was reserved now, but as I pulled up listings the next morning, his listing was still available.

Updated on 04/08/2020: After weeks of fighting with these crooks, I finally got refunded due to COVID 19 travel restrictions. I opened a case with PayPal and my bank. Neither of those worked due to Airbnb cleverly wording their contract. I had to reach out to airbnb over 4 times to get results. Send airbnb your state's travel restrictions with valid working links. Still will never use airbnb anymore much better ways to book your accommodations with trustworthy companies.

I would give negative stars if I could. With the current situation we have all found ourselves in with the spread of COVID-19 you would think AIRBNB would be more flexible with refunds but they're not. They have refused to refund me and many others even though they have stated on their site they are offering more flexible cancellation options. I'd be more understanding if my trip was booked out way in advance but it's supposed to start on April 15th. Currently everything is closed, people are being ordered to stay home and temporary layoffs are happening but Airbnb can care less. They are flat out refusing to refund. I have contacted the news and my state's DA. I recommend everyone that has been impacted by these scammers to do the same to expose how they treat their paying customers. I will never use this site again.

So, we booked a stay in Rockport as we live in Austin after our cruise was canceled due to the COVID-19 Pandemic. We tried to schedule on 3/14 with a property with Turnkey but we had no response and it timed out after 24 hours so we chose a second property. As it got closer to our date we were told by a friend in the medical community that we were looking at going into a Shelter in Place very soon. Seeing that things were getting serious we decided that it was not worth the risk of traveling and decided to cancel. Our travel dates were to be 3/21/20-3/25/20.

Owner eventually approved.

I am writing this review in hopes that people hear what happened so they are careful with working with a company like Airbnb. I made a trip to go see my grandfather and when we arrived at this house there were issues with the home the moment we got there. As soon as I text messaged her with the issues, in the morning the day after we arrived she came over and kicked us out and stayed there while we packed and even after trying to talk with her to explain to her that it should be our choice to stay she said no it’s not. So the mere fact that Airbnb has somebody like her that could kick someone out whenever she wants to is very alarming and scary.

No refund for my trip arriving in Spain on April 17th. Spain has completely closed all borders and flights until at least April 22nd and Spain has more Coronavirus deaths than any other nation in the World. AIRBNB and Andrew in San Sebastian are trying to profit from Coronavirus. Andrew currently has five listings in San Sebastian, he advertises it is a "perfect Coronavirus escape." Do not fall for this evil type of profiting from a horrible disease.

Airbnb deleted my account and denied my family's 2 day stay in Missouri because of a misdemeanor assault that happened sometime in 2014 I think. I served 6 years as a medic in the Army. I received my combat medic badge during my tour in Iraq. When do we quit judging people on their small mistakes and start seeing their sacrifices and accomplishments?

We rented a home in Apollo Beach Florida from a woman by the name of **, The home was expensive but seem nice. My total cost was $2038.40. I hadn’t read in the prior emails that she was also going to charge me $150 cash to bring my pet. This was on top of the 2038.40 I already paid, She kept calling me during my stay asking me when she can come over and get the cash. I felt violated and I also did not like all the electronics she had all over her home. TVs in every room even in the laundry room. I started getting very upset as she kept calling me to come get her cash so we left 2 1/2 days prior to the ending of our vacation.

We had booked for a Davenport home with Hanna in Orlando Florida. We booked the beginning of March for 4/27/20 until 5/4/20. We paid close to $1200 for 7 days. We were traveling with an elderly for my daughters cheer finals. The cheer corporation cancelled the competition and and we could not fly with our grandmother due to the virus outbreak. The host refuses to give us a full refund even after I begged her to and explained the situation. The host declined my request to cancel with a full refund. Customer service is horrible and not helping. Apparently my trip is not covered under their coronavirus policy due to my check in not being on or before 4/14.. It’s actually 4/27. This is ridiculous and this company is literally stealing people’s hard earned money! I would never use this company again.

As a Host with properties on both platforms. My policy is simple, I offer a lower rate with nonrefundable options. I suggest that the guest obtain travel insurance if they are concerned for unforeseen event. If a guest does not get insurance and cant travel it's like someone buying a car and doesnt have insurance. When an accident happens, and I dont have coverage I want someone else to pay. This is what insurance is for to offer coverage and benefits in unforeseen situations... I am a host on both platforms and agree to the initial terms, Airbnb unilaterally changed the terms on me as a host, and refunded 100% against my policy and suggestion to obtain insurance travel coverage.

We can’t cancel 2 reservations in Portugal without almost full loss of refund. What’s more frustrating is that there is no help or person to call to resolve this. From our experience, the promise of a covid 19 refund is false advertising.

I have been trying to get a full refund due to Covid-19. I have spoken to the hosts and they have all agreed. I applied for the refund as per the process set out by Airbnb and have since received a rejection saying that the host has rejected it. I have been in touch with the hosts and they have all said that they have not received anything from Airbnb regarding my booking. Feels like Airbnb is just waiting 48 hours and then rejecting people's requests for refunds without contacting the hosts. Also, if you try to process the cancellation request again, it doesn't allow you to select Covid-19. Maybe it is time to STOP using Airbnb services if this is the way they conduct business. I am sure hosts can move their properties to a more reliable platform. Very disappointed by Airbnb's action during this crisis.

I booked an international flight early March. After the widespread Coronavirus US international flights were suspended. I had booked 3 Airbnb stays during the trip. I called two months in advance and one of the Airbnb refunded 100% the other two refunded 50%. They told me that I have to prove that the flights are cancelled. I sent them a map of all the countries that have closed their borders. I set on hold for customer support for 2 hours and 45 minutes. No one ever picked up the phone. The airbnb support team is in China, maybe they don't know about this virus! Below is what is posted on their website: "Our response to the COVID-19 pandemic. We are now offering Guests full refunds and Hosts no charge cancellations for reservations booked on or before March 14th with a check in date of April 14th or earlier. Please note this policy will not cover any new bookings."

We booked a place in Mexico thru AirBnB. Long story short, numerous things wrong, not meeting advertised expectations. I had made the booking on my home computer. We took my wife's laptop with us. After two nights we decided to leave and find another place. I filed a complaint using her laptop, signing my name and reservation #. They eventually got back saying they couldn't accept it as it came from her, not me. So we had no choice but to wait till we got home to again file for a refund (their 1,000 character limit is stupid, as it includes spaces). Haven't heard from them. In short, I am so unimpressed. Given the world returns to normal by fall, I intend a Europe trip for a month. I had intended to use AirBnB a lot. Now, not a chance.

Apparently, AirBnB does not pay back its guests in full if they have to cancel a trip during a pandemic/epidemic. This was shocking to find out. What kind of business operates like this? You would think that would be one of the first situations they would offer a full refund during. It's not safe to travel so we can't get to our rental house and had no choice but to cancel. It looks like they are just trying to scam hard-working people out of money during a time when many may face losing their jobs. Pretty gross business practices.

AirBnB is one the most complicated companies I’ve ever done business with. I’ve had to change my account three times because of system issues. They’ve held refunds for 10 business days. Recently they wanted me to confirm my credit card and took out 23 deposits, causing my credit card to be locked. To make matters worse, after using AirBnB for years, they deactivated my account because of a background check. They used Inflection Risk Solutions, LLC to do the background check. Well I got my report from Inflection and the only thing it shows is a traffic violation that was DISMISSED. Why would they delete my account because of a traffic violation?

Casa del Ojo: Cesspool of a place. This Place is absolute Garbage with a capital G. It's like a poisoned apple, looks good from the outside but is ** on the inside! They don't care or respond to anyone or situation that arises in their place and the issues are endless. Better stay at a slum hotel or a park bench for better service. Scum bags who only care about their pocket and nothing else. A Hard Pass on this one.

In early March 2020 booked 5 days at Robin's "Comfy Room at Warren Place" but had to cancel booking 2 weeks later due to Coronavirus situation worsening in the United States. I booked a new flight to return to Canada on the same day as my booking was to begin. Megan was very gracious and understanding in response and AirBnB accepted my cancellation and reimbursed the funds I had paid within two days. I'm a senior so that was much appreciated. Thank you to Robin & Megan and to AirBnB.

Excellent service with the Covid 19 situation. Quick reply to my query, my host on Gozo was just as helpful. Full refund within 24 hours. I've had great experience with all my stays overseas and all but 1 in UK. Will be able to continue using Airbnb with confidence thanks to this good experience.

I am active duty US Navy military. Planned a trip for NYC from 28MAR-04APR. Booked Julia’s place for $969 in New Jersey on 15JAN2020. She had a strict cancellation policy for full refunds only 48hrs after initial booking. Not a problem- my leave was approved through my command and my flights were booked. Come COVID-19. NY declares a state of emergency on 12MAR, and everything gets cancelled (our broadway shows, food reservations, etc.). New Jersey even enacts a 10pm curfew. On 13MAR Department of Defense puts out restrictions on domestic travel for active duty military and families, which impacts my trip from my current duty station of Maryland to NY.

In mid-February, a friend and I flew in from opposite coasts to rent a $3000/week house in Scottsdale AZ. The house was recently renovated and seemed clean; however, 7-10 days later, we each discovered we had contracted head lice! We each live alone and other than this trip, we have been only in our own houses. Neither of us has ever had head lice before; we are 60+ years of age with no history of lodging complaints against companies. I contacted the property management company and Airbnb, and was told (a) the house was clean and (b) that we needed to file a complaint within 24 hours of the stay. Obviously, this is hard to do with a pest infestation for which it takes 7-10 days to show symptoms! Other than responding to my email, Airbnb has put zero effort into investigating this complaint. Given that other people are at risk of head lice infestations, Airbnb has an obligation to do more.

We recently used Airbnb for the first time in Vancouver. I booked an apartment in the City of Vancouver and when we arrived, the host advised us that they had been evicted and that the Superintendent would be showing the apartment the following day. This was not acceptable to us and definitely not what we were comfortable with. We had to stay there for one night because it was too late to secure alternate accommodation by the time the host got back to us. The following morning I phoned Airbnb to complain and request assistance. After 45 minutes waiting for an agent I had to leave and was told that someone would get back to me.

Airbnb just care about getting you to pay. Even in the crisis of the coronavirus situation, and with valid travel advisory, they will not take anything into consideration and refuse refund. Not socially responsible in helping to contain risk. Full of excuses when contacted, hard to get a reply. Seems like they would prefer you to go ahead with the trip and bring on the risk to both yourself and the host. Disappointed. Hosts are friendly, but not this company.

Cancelled 5 weeks in advance due to pandemic. They kept $10,000. Greedy exploitation of of a national emergency. Disgusting. My husband’s doctor said he can’t travel. AvantStay & Airbnb kept all the money!

While the Coronavirus continues to spread, Airbnb is waiting for government sanctioned travel restrictions to deviate from their strict cancellation policy. Their strict policy means you forfeit HALF of your reservation fee, plus the service fee, if you don't cancel within 48 hours of making the reservation. So, if you had travel plans and are reconsidering due to the Coronavirus, you are out of luck.

I was looking around at Airbnb properties and their system told me to write/tell the owner(s) a little about myself...so I did. Then I find out airbnb/host of the property just took liberty and ran my credit card for the stay (my credit card must have been saved from some previous trip). As soon as I received an email of a receipt, I immediately contacted airbnb/host that I do not want to book it and was told I had to cancel it online at airbnb website. I tried numerous times, but airbnb was experiencing technical problems. Even calling Airbnb's customer support team was useless, was bounced around and disconnected twice. After continuous time and effort, the incorrect reservation was finally cancelled with technical assistance (still before the arrival date), but airbnb would not give me a full refund. Was SCAMMED! I never requested a reservation or entered a payment...was ripped=off.

They do not care at all about your questions and problems. They just give you general answers and when they get tired of you, they just tell you someone else will contact you, and that's the end of it.

I reached out to Airbnb via chat… I reached out to Airbnb via chat regarding their Coronavirus information and extenuating circumstances policy as we had planned a trip last year but have been waiting to book a place to stay as we had some things to finalize and then we have wanted to be cautious referring cornavirus which delayed us booking as we are in an area where are there known cases. As the coronavirus situation seems to change daily, especially in our area, I wanted to reach out to be sure if we did book a location that this policy would apply to us since we are coming from the Seattle area. We wanted confirmation and peace of mind that if things get worse and it is absolutely not okay for us to travel that this policy would apply to us as this can be a financial risk if it doesn’t, but we want to stay safe.

Updated 03/16/2020: Well, after two weeks of over a dozen emails that we sent, we finally have received a response from Airbnb stating that we are getting a full refund for our booking. What a stressful situation. The host and the people at airbnb have no clue or common sense in this scenario of the viral outbreak, as we had reached out to them and informed them of the health and safety concerns days before the closure of France and during the WHO released statement of a global pandemic. Unbelievable, the lack of response by airbnb and the financial greed of the French host in the times of a global pandemic.

I downloaded the app, confirmed my account with Facebook my government ID and my credit card. I searched for hours. Finally found a place to rent, made a connection with the host. Everything was fine then two hours later it was canceled and now I have to wait up to 15 days for my money. I contacted Airbnb and A lady who sounded Indian whom I could not understand was not very helpful and stated my account is under investigation that she would not tell me why and when. I asked to speak to a supervisor. She said no one‘s gonna tell me why until the team contacts me, this is a horrible app, What’s funny is the same thing happened to a friend of mine. The odds of that happening to me I felt were not very good, boy was I wrong. If anyone reads this review avoid that app.

We recently book AirBNB apartment in Auckland, NZ. We've got a problem with this accommodation from the first night:

Bad experience with AIRBNB. I had problems with noise, wifi not working and not having the mailbox key. This is hosted with Nelson André **, Moura Praia, Vilamoura. The owner advertised this apartment on Airbnb as “very quiet and peaceful”. We were there for one month and almost every day there was hammering and drilling from works in the apartment next door, so loud that sometimes it was difficult to hold a conversation. Today, the apartment is still advertised misleadingly as “very quiet and peaceful”. Airbnb were not helpful at all, intent only on protecting their money making hosts. So, on your next stay, pray that you have no problems otherwise you are on your own. Stay away from Airbnb, awful company, killing the planet with their business model.

I recently booked a reservation through Airbnb. 4 days after booking, news broke that there had been confirmed cases of the deadly coronavirus in the area we would be staying in. After long deliberation, and being that one of the guests is pregnant, we decided it would be extremely dangerous to move forward and cancel our trip. Not only was our host not understanding (although she offered us a $15 refund...sweet, right?) but Airbnb itself did not consider this within the range of an acceptable “extenuating circumstance” to qualify for a refund as there are currently not enough cases to qualify as an “outbreak area” (although it’s surely coming). Keep in mind that the decision to cancel was well outside a 48 hour range of check in.

Unfortunately, the state of emergency because of the deadly coronavirus is no reason for cancellation and therefore they don't want to refund my money. I called the customer service on Wednesday early afternoon and Tracy promised a call back from a supervisor. Now it is Thursday at 11 pm (Pacific Time) and I called again. This time it was Rowelin who promised a call back from a supervisor. No call back so far. I also filed a claim after I canceled but I haven't received any response here either.

The photos were great but wasn’t reality. Everything was filthy. Dog nose imprints on doors and it smelled like dirty wet dog. Mold in shower and the outside was filthy. Gate was hanging off the hinges and the hot tub cover was ripped all over. Needed paint and cleaning of the house. I have a lot of photos that show it all. Furniture was ripped with stuffing coming out.

The help Center at Airbnb is one of the most professional, caring, empathetic departments. They handled in a very professional manner the fact that my domestic partner could not fly from Italy to England due to the coronavirus so that's we had to cancel. They got us a full refund.

For the routine issues, they do a good job. Every time I call them to do something outside of the norm, a case has to be opened and supervisors+ close them without resolving so I need to repeatedly call back and re-open. It is ridiculously time consuming and frustrating for me, the "super" host. A couple of the big issues they have no idea how to help hosts with are when new MA tax laws went into effect, and now a request for 1099's to be split up based on the state the listings are in.

The place that I rented through Airbnb was horrible. It DO NOT HAVE WIFI. THE PLACE IS INSECURE. THE BED SPRINGS ON THIS CHEAP MATTRESS HuRT, the roof is dangling, the windows need replacement, the walls have been splattered to attempt to fix old holes, the house was nasty and it was dirty when I arrived. The floors are grimy in bathroom. Paint is peeling off the door. He need to be reported. Dust, dirt or bugs are in the cracks of the mattress. I can't tell if it's bedbugs because I couldn't sit long enough to wait for the black little things to move.

I had some nice stays with Airbnb but it’s definitely unreliable. The host can cancel several days before arrival and get away with ZERO penalties. Happened to me many times. By doing so they encourage hosts to cancel for no reason ruining travelers’ plans. They need to make hosts to be responsible by applying penalties for their cancellations! Because now it’s like “I decided to throw a party at my apartment this Friday and there’s your booking on the way. So I’ll just cancel it”. Very unreliable service for sure.

I got a phone call from Airbnb this morning, the lady reviewed my case, she said that in my situation, there will be no service fee, $67.11 will be returned to my credit card. Problem solved. I think the Airbnb service is quick, polite, and reasonable. I would be happy to change my rating to 5 stars.

I ran into an issue with changing payment methods a couple of times. There's always an error saying "Fail. Try again." When I called Help Center, they ALWAYS told me the system was acting out. One time I needed one of my payments to be split into 2. The payment was only on schedule and not posted yet. I called Help Center, she told me "unfortunately, cannot do that. Our system doesn't do that." So Airbnb left me with nothing, absolutely no solution!

They quote a certain price on their website but when you proceed to booking they always add an additional 30% on top of the total. Very dishonest company. Their advertised nightly rates are actually 30% less than what they will end up billing you. Use another company and skip Airbnb.

Airbnb, Am disappointed with airbnb, that a host can write a racist review and you don’t see anything wrong with it. I will never use Airbnb, your customers services is bad. This show you take anybody who comes wanting to host their house without, careful educating them. If I can give more less than 1 star, I would have. I don't recommend anybody to book from you guys, because you don't care about guest only what they can offer you.

I'm hosting for 3 years and I'm a supper host. However, I'll stop hosting and deal with Airbnb and I suggest other do the same. Their customer service and their policies are not host oriented and every time I have issues they are unable to assist me. I keep losing money and there is no point of hosting anymore. If guests are canceled reservation they don't care about your cancellation policies and just making up excuses to issue refund back to guests. They definitely getting their fees but hosts are in lost. The same if guests damage your property or smoke in your house, you can't proof it. Airbnb doesn't care as long as they get their money from guests and hosts!

While booking online a prompt came up showing 'Book Now or within the next 77 days and receive 25% off'. You could not click on the prompt and it was in regards to a particular time of booking but did not show that information. Airbnb did not offer the discount and claimed no responsibility but instead hid behind policies that were not relevant to the situation. I will not use airbnb in the future. The support team is a farce and cannot get anything done.

I reserved a place in Amado, AZ. The listing stated a full kitchen, cable tv, a laptop desk space, a refrigerator and a gym. The refrigerator existed, but it is a small beverage refrigerator. None of the other amenities were there, which I paid for at a high price. The owner has since corrected the listing. I was their 1st renter. Not a good experience, I feel I was cheated.

I had made a reservation with Airbnb to go to Tennessee. Everything was all set. I have verified my ID, took a picture of my face and everything… About 30 minutes later I got an email telling me that my reservation was canceled and it’s going to take five business days for me to get my money back… Then I received an email letting me know that my account was deactivated because of criminal matches…

We've used Airbnb over the years, and for the most part, have not encountered major issues with them or the places we've stayed. Last week-end, we needed their help and they failed miserably. We checked into our accommodations late on a Friday night. All night, from below our windows and down the hall, doors banged open and shut, conversations ebbed and flowed from the hallways, and glass literally broke. A loud and sleepless night ensued.

As a host I am shocked on the lack of transparency and ethics Airbnb has for its Hosts as it comes to their policies and procedures. I have evidence of a guest running over the main water line pipe with her car as my camera captured the incident. My rental is in the mountains and this is a major project with snow as a major factor getting in the way of. Now I'm left alone dealing with the cost and home damages.

I have booked for 8 nights in Irvine California. Going from the east after long drive and flight, tired to find no keys to check in. Host wasn't responding. After trying to contact host for an hour, I have to finally call customer care around 9 pm. The evening was pretty cold. Airbnb customer care asked to wait for an hour so that they would try to contact host. Waited and waited, they called back to say they couldn't get hold of the host.

I received a link asking me to verify my account within 24 hours or my account could be frozen, but the link did not work. I called before the time had elapsed explaining the problem with the link but my account was frozen. I have called 3 times over the past week and a friendly customer service agent told me all they could do was e-mail another department and mark it "urgent". After a week my account is still frozen and I have a paid stay that begins the day after tomorrow. I have loved Airbnb before but now feel if there is a problem my hands are tied to do anything about it. Everything is ultra automated and the humans have no authority. I'm afraid I will never utilize Airbnb again and as soon as I complete another partially-paid for stay this summer I plan to close my account.

I'm very upset. This was my first time using Airbnb. I looked on numerous sites before going back to the airbnb site. I thought I finally found a cabin in our price range that I really liked. Went to book it. Put my credit card information on there. They excepted it. I was very happy for a brief moment till it came up that my cabin was cancelled. Then I got a call from the mountain sites and city cabin in Sevierville Tennessee host. They proceeded to tell us our booking was cancelled due to their problem with their payment methods now. But we will get our money we paid them and have been saving for weeks in about 7 days. But we could pay them with PayPal now and still have to wait for the money. Airbnb just withdrew from my account.

I have previously used Airbnb but never had an issue. I have airbnb gift cards and wanted to apply it to my reservation. I noticed that before reserving a place, it says you will not be charged yet. I figured that I could add my gift card at payment- LIKE ANY OTHER WEBSITE.. When I got to the payment page, I did not see anywhere to add a gift card. I figured that since it said you will not be charged yet then I would be able to add the gift card later, however this is not the case. You must enter the gift card on your account settings prior to making a reservation. HOW WAS I SUPPOSED TO KNOW THAT?

I went through Airbnb to book a house in Franklin, NC 10/02/19 so that we could tour my granddaughter's college. I paid a $100.00 cleaning deposit and have not received it back. The host has said all is well but I still haven't received my $100.00. I have emailed them and tried calling them but no reply and no answer.

I rented a place called Mellow Yellow in Cedar Key Florida for six weeks. The host cancelled the rental. Saying that airbnb didn't have the right price listed. A hotel will honor the listed price. Airbnb allows the host to cancel for any reason including "the host feels uncomfortable". What a mess. Stay at hotel. At least you have a guaranteed room. Will not use Airbnb again.

Where do I begin? What started off as finding a place to stay over a weekend turned into a 4 hour disaster. Nothing about this site was user friendly at any point. Logging on required multiple photos, creating a new FB account, and other extremely tedious tasks. There was no way to contact a customer service representative, and the help section on the website is anything but helpful. Once we had completed what Air B&B considered necessary, I was not able to reserve the property and was told I had to redo all the tasks I had just completed. I hate this site and will never use it again.

Vietnam condo that was a bait and switch. Advertised one place at a premium price and amenities. Tried to switch to an inferior property. I had to stay in another place. Airbnb paid them. When I sent Airbnb pictures and communications showing the property and the host apologizing and promising to notify of a refund, Airbnb ignored and kept my money.

AirBnB applies discriminative policy on their Terms & Conditions - and when I contacted customer support they did not respond. This email: brandprotection@airbnb-mm.com took down my promotion/referral on Ebay, but apparently a few people are still allowed to put Ebay ads. I contacted them, no actions. This is their response: "As previously explained, we cannot provide any details into our cases with other users. We do all that we can to handle each case fairly, and we understand stand your concerns. However, we still are unable to say how or if we will be addressing the items of eBay you have reported. Otherwise they just want to say: they really apply double standard policy and their customer support does not care on what people think of their image by maintaining responsiveness and transparency". Shame on them, while they apply huge fees to hard working property owners.

Right after my wife and I checked in we discovered that dead and alive bugs everywhere throughout our Airbnb rental. Also, the shower was disgusting with mold and hair. There were used bars of soap and a used loofah in the shower also. The fridge and freezer were also uncleaned with pieces of food inside both. We left the house within 2 hours of checking in. When presented with these problems, Airbnb was VERY unwilling to help with a refund although their policy clearly states that in cases like ours, a 100% refund will be issued. Received a runaround for 24 hours, even with submitting over 20 pictures of the unsanitary conditions, before finally getting the refund. Don't waste your time with Airbnb.

Rented a place that was a four and a half star for a month for 1187.00. Showed up to unit, was lost for what to say. Musty pictures not what I seen. To turn on ac she told us just plug in fuse to a 240 volt fuse box. And the best one is the 20lb propane tank inside the unit inside a cabinet for the stove. These are major safety reason not to stay in unit. Stayed there 10 min, contacted Airbnb same day. They said I needed pictures of this. Can't go back there to take pic now. They don't care about your safety. They took our 1187.00 dollars and said too bad no pics, no money. Listing Kingsview Oceanview apt St. Philip Barbados false advertising. She said to us too bad no refund. Airbnb does not give you any support. It's all about $$. Stuck in Barbados. Nice.

Invasive data request. A long time user of Airbnb. I was alarmed when they would not process my recent request without a copy of my passport or driver's license. There is no apparent need for this policy and I will not give my very sensitive data to be hacked by a company that has my address, credit card details, travel times/dates and critical ID info. Further, there is no way to contact the company for a complaint or review. They lost a very good customer.

I wrote an honest review about a property but AIRBNB protected host and removed my review. I had no heat on a freezing night but AIRBNB did not care because they had already collected their commission. I provided all the evidence but they simply rejected all of it and sided with Host simply because they made their money and there is zero customer service. In short, you are on your own if you had a bad experience then you will never get your money back. AIRBNB is more like a scam.

I have made a reservation on Airbnb for summer of 2020. My plans did not work and I have decided to cancel in in January of 2020 (months in advance). They subtracted $120 (about 14 percent) of my deposit. I have complained with Airbnb and they said that they did mention a service fee!

My Airbnb host advertised a nice apartment situated on bustling street right opposite a train station, with excellent facilities. But the actual apartment is at a different address, it has no facilities, hidden in a dangerous laneway with lots of drunken and weird people. The apartment was poorly maintained, a lot of blood stains on blanket, rusty dirty kettle and cutleries. After I reported to Airbnb, the case manager Leila said all the issues are "minor violations", they will send a "feedback" to the host and give me 10% refund. During the stay at the unsafe laneway, at night there will be bottles smashing, drunk people screaming and shouting all night, it is hard to sleep. My partner was deeply cut in the hand by some random drunk person (unidentified). In summary, bloody blanket, rusty dirty utensils, wrong apartment address, no facilities as advertised, all this for 10% refund because these are "minor violations". Good job Airbnb.

Put simply, Be aware that cancelled booking total refund is misleading. Your refund will be less their processing fee. Generally about 2%. I was led to believe not to be concerned if there were to be problems with travel plans being disrupted. Such as what happened with me. No problems they state,just cancel within the dates specified and you will have a total refund. Fact is, Refund less approximately 2% Good luck with this mob. Just saying!!!!

Do not use Airbnb if you'd like to have peace of mind about knowing that the accommodation you booked won't be cancelled at the last moment!!!! Without any reason, the host cancelled our booking this afternoon! I read the reviews for the host, everything looked great. Here's why: there is nowhere that I could leave feedback on the host to warn people because once they have cancelled your booking, they do not have an option to review the host on their website. Clearly, now we are without accommodation for the March break. We have flights booked but nowhere to stay. I have contacted Airbnb and demanded that they honour my booking at the resort. I am extremely angry with myself for being so blindly trusting and getting scammed in the end.

I made a reservation for a vacation home in Sequoia National park through Airbnb. Due to weather conditions and road closures we were not able to make it to the destination. The host and Airbnb customer service support deny to provide me any kind of refund. Airbnb run me through loops and at the end did not provide me any refund. I lost $1,400 due to weather conditions. Very disappointed about the service and the way they treated me. Just another number in the customer support list. I hope this review helps someone not to make the same mistake about a company who are very easy to take your money but neglect to offer any type of refund.

I paid for an "experience." The location given on the website (both the map and the location pointed to in "get directions") was incorrect. I went to that incorrect location, obviously didn't find the "experience." I found out later that the host had messaged the corrected location 1/2 hour before the event. Well, I'm a foreigner without cell service in this country and didn't get the message until way too late. After almost three weeks and some hectoring, I have gotten about 2/3 of my money back. Airbnb keeps their cut even if you don't get the experience and it's not your fault. I won't use Airbnb "experiences" again until they change this unethical refund policy.

I had a crazy person come and rent my place. She started off with insane and unusual demands which I accommodated. When she got here and decided to stay for a few hours and then change her mind. She called Airbnb and basically lied through her teeth and told them that it was a horrible place and she didn't feel safe. Airbnb, without consulting me, gave her all her money back and charged me $75. Unbelievable! The hosts are what make them their money and they treat us like crap. Screw these people. If I could give them a negative score I would.

I rented a condo on Airbnb and the A/c was out and the WiFi didn’t work. When I contacted Airbnb they were extremely helpful and issued me a refund and gave me $200 dollar coupon that they told me never expired. Fast forward to me trying to use the coupon they say it’s expired and there is nothing they can do about it. WTF. How is a coupon that doesn’t expire expired? Then the rude representative offers me $25 from $200 to $25. Are you kidding me. I ask to speak to a manager and she says that managers are not allowed to speak to customer. How does that make sense... I ask her to speak to another supervisor. She says that’s not allowed either. So basically I can only speak with her.... Airbnb if you read this I think this is a ridiculous policy. I have never in my life been told that I can’t speak to a manager or supervisor.

If I could give negative stars I would. Booked a long term (8 months) stay with AirBNB with the clearly stated cancellation terms "Free Cancellation for 48 hours. After that, cancel before March 1 for a full refund minus the first 30 days and the service fee." I had paid the 'first 30 days and service fee' when I booked it, so it should have net zero - no refund and no charge, as today is January 16, over a month before the deadline to cancel. Well, just looked at the card I had on file and AirBNB charged me $2,480. I immediately was on the phone with AirBNB customer support, where I received the worst sales associate I have EVER spoken to, who was condescending, and also would not read the terms that AirBNB themselves has for their long term stays, and then also would not listen to anything I was trying to read to him from the terms.

I've rented with Airbnb in the past with no problem. My eMail changed, so I had to reregister to rent again. First thing in the process: you give them your phone number (get ready for more SPAM). Next, they want pictures of your driver's license (back and front) or your passport ID pages. Wow! You now have given them your name, birth date, address, license or passport number, and your signature. They make no guarantee about protecting your information. No site is immune from hackers, so you've just opened yourself up to identity theft. Forget it, I've been renting around the world for 40 years, before Airbnb was created. Many other rental sites are available and don't ask for this info. Airbnb obviously doesn't trust you and thinks every customer is out to screw them in some way. Great philosophy.

As an Airbnb host, we had a guest lie to us and bring more people and a large dog who did damage to our home. I notified Airbnb within 3 days, per their requirement for the host guarantee. However, they are denying claim since I had a guest checkin same day as damaging guest checked out. I submitted pictures dated the date of checkout of the damage. As a host I felt reassured that Airbnb guarantee protected us from damage and the cost of repairs. However. This is not true. Hosts be aware.

An untold short story. My tour has been off for more than 2 months, although it is one of the best entertainment events for guests of our city. This happened due to a sharp downgrade of the tour rating as a result of malicious provocation of some Airbnb users. When I contacted airbnb Supplier Support because I wanted to solve some important issues, it did not help. I`m absolutely dissatisfied with the quality of Alexandra G's answers. I basically detailed my arguments and asked questions (spoken and written), which I did not receive from Alexandra G any comprehensive solution, in fact she did not solve any important question and refused to help.

It’s the absolute worst organization I have ever seen. Unethical, sub standard, unilateral and discriminative. I have stopped using this platform as a host because they act as a mafia, will take your money, even if you prove yourself right and always take sides with the guests. A guest can say anything and they’ll be right. Please stay away from them. I have used them for almost 18 months and have eventually blocked them off.

Customer service is a joke. Was forced to cancel our trip due to hospitalization, so we submitted the necessary paperwork for extenuating circumstances as the representative requested. The first set of paperwork we sent over had everything requested except for the diagnosis. So we submitted another document with exactly what they asked for, only for them to state that because the discharge date was the same date as the reservation we do not meet the requirements for the refund. So apparently they expected us to leave the hospital at 8pm in New Jersey and make it to Miami before midnight. Then when we requested follow up from supervisor we were ignored. These people are thieves and play games with you and your money.

I have used Airbnb twice. Once on a trip to Puerto Rico, once on my honeymoon to Siena, Italy. I have positive reviews from both stays. This past week I planned a week-long work trip to Philadelphia. I booked a condo in Northeast which looked comfortable and was relatively close to my work site. The night before my booking I had received no information on how to access the self check-in. I tried to log into my account and was given a notification that my account had been locked.

I have been renting out my property for last 10+ years with Tripadvisor, Homeaway, Airbnb and other booking online platform and have a highest satisfactory reviews from the guests. Recently a guest complained to airbnb with some safety issues with electrical cables lying here and there. Airbnb told us to refund the guests money back by saying the guest sent pictures and prove.

I’ve used Airbnb for years with no problems. Always receiving positive host remarks for how well I left the place. I recently stayed in a house in the Houston area. I picked a house over a hotel because I wanted a kitchen. The only cooking item was one pot. That’s it, one pot. I didn’t have time to mess with host, so we went out to eat. When leaving, I responded privately to the auto request for a 5 star. Explained how her complete lack of preparedness cost me money. I don’t like to leave bad reviews when everything else about house was okay. Well, the host left a nasty, caddy review about me and my lack of communication skills. Well that’s permanently in my profile, and to respond and explain it just makes me look like a petty person also. So I deleted my account and will take my business elsewhere.

If you are a host, be aware that Airbnb will not support you at all if you have problem guests. Here are examples of situations in which AirBnB will NOT offer you any assistance in collecting damage money from a guest. 1) Guest ignores warnings to park only in their marked and reserved parking place, the unit gets a $150 parking fine from complex security. You are out of luck. Since no physical damage to property, no help from AirBnB in collecting the fine. 2) Guest has a noisy domestic dispute, cops come, complex security fines the unit $100 for violation of noise policy.

My dad died and right afterward, I needed to make accommodation reservations. I called and spoke with this "super host" 2 minutes after making the booking. I told her I didn't want it and she said she'd speak with Airbnb. Well, she did. She told them not to give me a refund. She was going to make me pay the full cancellation fee. And Airbnb said she had the right to do so.

I will start by stating I've used Airbnb many times and never had a bad experience until recently. I spent weeks researching a birthday surprise over night stay in Philly, the rave reviews and stunning pictures sold me on this loft. The "super host " was very good at communication and even recommended a dinner spot. Upon arrival we found the place completely filthy, I reached out immediately to the host who contacted AirBnB to report that she would refund me the cleaning fee (I was later told). Since she contacted them immediately she was assigned a great case worker?

Didn’t realize how downhill Airbnb has gone. Had a bad experience with a recent booking. Arrived to find that the place was not clean. Sleeping sofa was covered in dog hair. Small attempts had been made to clean but obviously was not clean. In fact it was filthy and unsanitary. Musty, moldy smell upon entry. Sheets were smelly, possibly not even washed. Contacted Airbnb, mediocre service regarding resolution of the situation. They don’t seem to want to get involved with the situation, is this not why we pay service fees and trust they are watching our back? Apart from the fact that if a city health official were to check, it would probably be shut down just as a hotel would for public health and safety concerns. Why is Airbnb not subject to this? Seems like they’re just in it for the money and have gotten greedy. Do not use them. They are no longer a good company.

This company doesn’t back up the stays with hosts it offers through the website. I booked a vacation for Christmas Eve through the holiday and it was cancelled by the host hours before I arrived. Airbnb did not find me a place to stay or offer any money to help with the additional cost it cause me to rebook somewhere else hours before a huge travel weekend. I was up in the middle of the night finding a new place with no help from Airbnb. Days later the only thing they were willing to offer was a $200 coupon for their site! I spent more than $1,200 for a new room for 5 days! They are a big company and should have better customer service. If a host cancels they should make it right. I won’t use them anymore.

I am writing in regard to most recent Airbnb rental in McAllen, Texas. Please allow me to preface this communication by stating I have never had a negative experience whether I am the primary reservation holder or a guest. Any issues were minor and easily resolved. My stay at Margarita's house was the exception. I gave a truthful review which is not made public and the host reposted with an inflammatory response addressing those issues brought to her attention privately. I of course want her response to stay so others get a glimpse of what is going on. I have photographs of everything I describe as well as the numerous security camera still sent to me in a barrage by the host. House rules stipulate no parties, I reserved for 14 guests. Multiple family members and their children traveled cross country to attend my wife's master's degree graduation.

I have been a host for Airbnb for many years and have always had the same pay-out account. No change. When I did my year end accounting I found, that my account was not valid any longer and that I had not been paid by Airbnb for my last guest a few months ago. (For some reason I do not get many visitors from airbnb, since I am not a Superhost; I cannot accept instant bookings. But I have a 9.4 rating on Booking.com and am nearly filled up all the time.) Airbnb sends me informations, tips, requests for lowering my prices all the time. But they NEVER informed me, that my deposit account was not working and that I had a payment pending. It was just by chance that I saw it doing my balances. I find that very disturbing and dishonest!

During an emergency trip to New York, I booked an Airbnb room in White Plains for 16 days. I arrived on a Friday night about 9:30pm. The place was filthy, nothing like the site pictures. You entered thru the garage which was filled with furniture leaving only a narrow passage way and one had to carefully navigate a floor with a hose and rope. The bathroom had a dirty bucket and dirty mop; the bathtub was spattered with aqua paint, the wastebasket had garbage and mold, the bedroom floor had dust bunnies, the bed which looked great on the site was covered with a beige thin cover, the pillow cases were green plaid and there was no top sheet or blanket. Because of the late hour I spent one night and then called airbnb to file a complaint.

I've hosted two rooms in my house for almost 2 years. Over a hundred stays, couple hundred people, and maybe 2 bad guests, so it's been mostly positive. However, dealing with Airbnb as a company show how little they care about anyone. Another case of a corporate greed riddle company, they do nothing to help hosts or guests when an issue may arise.

Got to our apartment that we had rented for a long term stay. If you book long term, you are at the mercy of Airbnb as the agent (the middleman) and the landlord as the refund policy must be approved by the landlord. If either disagrees with a refund, you won't get it. I will never use Airbnb again. The bathroom walls were all peeling and asked Airbnb to move elsewhere. Airbnb asked me if these peeling walls were a problem and I said yes. Airbnb stood by the landlord and said that this did not deter from the product though the photos advertised did not show these walls. This was a bait and switch.

My boyfriend and I booked a week in Maui for March 2020. The following morning I get an email saying that our reservation has been cancelled. I’m confused and assume it’s an error so I go back online and rebook the same place. I get a confirmation. That evening I get a second email saying my reservation has been cancelled. I contact the host and she tells me she made a mistake and it’s not available on the dates we want. Annoyed, I contact Air B and B who tells me there is nothing they can do to help. Keep in mind that both emails that were sent cancelling my reservation, not one provided an explanation. And not once did they offer me help in finding a new rental.

Hello everyone, Here is my story. We’ve been using Airbnb service for 2 years and rented around 15 places around the world. The big issue came on our last reservation in Hawaii that we booked 7 months ahead. We made a booking on July 30th 2019 for our stay for January 17-24 2020. On August 1st 2019, state of Hawaii had a bill 108 to came alive, that prevents short term rentals to rent with no license for less than 30 days. It’s becoming a common practice around the US and the world. However, our host waiting last minute to cancel on us and advised that their listing on Airbnb got caught by local authorities and advised them if they keep renting illegally they will get fined a lot of money.

I'm completely disappointed from The customer support team lacks empathy and weren't remorseful. I Ended up not only wasting the entire day as well the entire situation causing me a huge economy arm and serious mental stress. I booked yesterday a reservation with entire different host for 11 days in HI for this month. Then I verified my account completely. At 10pm central time yesterday night 12/9 the host message me to cancel the reservation due to no availability. Airbnb should control their own calendar and Airbnb misled me by allowing me to book a property that was not available for me. Airbnb intentionally enforce me to provide my card and Id info, even that they knew Listing contain false info.

Being new to the platform, I liked the idea of being able to find a great accomendation while avoiding the more expensive prices of staying at a hotel. I've rented places through Airbnb with friends before so this was the first time I tried to book my own accommodations for a work trip down in LA. As a platform looking to disrupt the hotel industry, you would think profile discrimination wouldn't be a thing. Because I haven't personally rented through Airbnb, and thus have no profile reviews, I can't rent a place on my own, literally denied by hosts due to my lack of reviews. Question, how do you expect people to get reviews if they can't actually book an Airbnb listing. Needless to say, Airbnb y'all ain't that great for me to care about your lame-** profiles/reviews. As a business, good luck, everyone must enjoy a good barrier to entry. I think I'll just stick to hotels and not be senselessly judged against, hotels have no problem accepting my money.

Booked a home in May with a "super host" and in December received notification that the reservation was cancelled by the host. I booked MONTHS in advance knowing that the area would be fully booked due to a festival. There was no rationale given for the cancellation and no communication with us from the owner. Airbnb then offers us alternate accommodations in a room (not a full home) or a home at a significantly higher cost. Apparently the host can cancel with really no repercussions. What is the point of reserving a property when the host can cancel on a whim? There is no recourse for the renter. I will never use Airbnb again. Buyer beware!

To sum everything up the Airbnb pool area did not look as advertised. I left the Airbnb with fly bites from bad sewer problem attracting some kind of weird flies. Airbnb did not compensate me. Bad experience.

Booked an Airbnb for a business trip. Everything was fine until arrival. Get there and the house is filthy. Spray painted walls, bathtub, sinks. Dirty bedding, dirty floors, and used dental floss on the bedroom fan. Airbnb was contacted immediately with photos. Refused a refund and not even a sorry. Host was also rude and majorly annoyed I actually showed up.

Don't trust the reviews on Airbnb! I stayed in an Airbnb that was horrible, but looked great in the pictures and had all great reviews. Now I understand why, when a Host gets an honest, bad review they can contact Airbnb and have it deleted. Kelly and Ben from Lake Worth Florida. I think the good reviews are from people who enjoy the pool and they can overlook the filthy accommodations.

OMG, this company is a scam and I will not recommend it at all. They do not research on the locations they post. They don't post good pictures of the apartment and play with the security of the guest. After you get to the place you don't have what you book for it. Then they have a suppose emergency number to call if you have issues or to explain that you don't feel comfortable and you're feeling insecure or scared of the area and want to be moved from it to another place.

My first experience with Airbnb was the worst ever. They put a traveler in my home that just trashed another home. This lady and her derelict friends trashed my house. I had proof and receipts for everything because everything was only 3 months old. $2,500 damage. Broken chandeliers, ruined rugs, 3 dogs instead of one, had parties, left a hidden gun, a sink had overflowed and made water damage, pizza just laying on the ground inside. Crazy. They didn’t post the review from the last place she stayed until she left my house. They only gave me $350. It cost me twice that just for the cleaners to clean the house. I would never use them again. I will stick with VRBO.

Rented out a property for 31 days starting 12/1/2019. Supposed to be paid by 12/3. NOT RIGHT, BUT OK. Then Airbnb arbitrarily says I will be paid 12/9. WTF!!! Don't manage your cashflow at my expense... I am taking my listing off AirBnB. Jim **. Winter Park, FL

We have booked maybe 12-15 Airbnb properties over the last year with few problems. We booked a condo in Dubai a couple months ago and paid half our total cost. We were informed Nov. 13 that it had been cancelled because the landlord told the property host they would not be renewing their lease at the end of the year. We were promised a full refund within 15 business days. I didn't think they would actually make us wait the full 15 days but they have. They are very quick to take your payment but not so quick to process refunds. As a former commercial banker, companies that did this sort of thing often had cash flow problems. Also just symptomatic of poor customer service. Has anyone else experienced this?

We have worked hard to become a Super Host on Airbnb. Out of our 60+ reviews, we have got 5 Star for Location and Accuracy. Recently we hosted a lady from Australia. She booked our place on Oct 13th when our real address was disclosed to her on Airbnb. Then two days before her checking-in, she messaged us saying she has expected our address was closer to a place she wanted to be. We provided her with local commute info, etc. and nothing came back from her. After her stay, she rated our Location as 2 Star (5 being the best and 1 being the worst) and rated 3 star for the Accuracy of our listing due to "incorrect address" as she put in her public review. This was not factually correct as we have provided our correct and legal address on Airbnb and it was revealed to her as part of her booking.

OMG this company is a scam and will not help or protect the consumer. They do not monitor their homeowners or the homes that are rented and want "pictures and take much time to gain information from the consumer about the homes". They will attempt to keep your money. I was going to rent a home for a few months, this was over 10 thousand dollars, and when I got there... OMG, it was disgusting and unsafe, I started crying and immediately I left and wanted to cancel that day.

I want to warn everyone not to ever use Airbnb for any reason. My family had spent months preparing a special trip to Orlando for my daughter's 10th birthday. We spent months in advance planning this trip with three other families that had children of the same age as daughter to get everyone's vacation time at the same time, our mode of travel and of course our place to stay for two nights so the girls could spend the weekend together under one roof. Emails were exchanged with dates and directions about how to access the property and all was confirmed that we would be there later in the evening.

Despite having an Australian profile that is logged in and booking an Australian property we have been charged US dollars for our upcoming booking. The price is not clearly advertised as US and is intentionally deceptive. Airbnb need to ensure the currency of payment and advertised price is consistent with the user's profile and does not alter the booking progresses.

Be aware that this company doesn't protect you are a consumer from fraud nor situations you may find yourself. It is a true gamble when you make a house reservation with Airbnb. Pictures don't always reflect what you may find. If the house is great and the host is great, it is a great deal. However, Airbnb will not refund you if you arrive at a house and find rugged, dusty, and stained linen at the house and the host refusing to correct the situation in any way.

I submitted a reservation request for 6 nights and was told one of the nights was not available due to another person booking the unit. The problem with that was the photographs for the rental showed several different units-different furniture settings etc. I asked Airbnb how could several different units all be booked on the same one night and was told, "coincidence." Airbnb further stated they would not look into the matter. Rubbish! The reply I received didn't state "all" our units are booked for that one night, the reply stated "the" unit was booked for the one night. Airbnb allows owners to play bait and switch with their customers.

I wish that I could delete this review! Everything was resolved very satisfactorily. AirBnB made it all better.

Don't believe this app, they won't return money. You can't see the property, you can't see owner contact number. I wasted money because of this app. Please go with other app. Worst property worst policy, worst app.

I was given a gift card to use toward my expenses in visiting someone after I had already made the reservation. It turns out that Airbnb will only let you use a gift card at the time you make the reservation and it can't be used to pay any remaining balance. So, it is a gift card, but it isn't really a gift card. Not an honorable business practice.

I feel that Airbnb doesn’t care about its hosts only about the company's pocket book. I had a bad guest experience with a couple who I believe just got out of jail and had serious drug and weapon charges, including unsafe storage of weapons. We looked up their names on the criminal court system and they had page after page of criminal charges in various cities. Airbnb was no help to me, and in fact made our situation even more dangerous. It was incredibly dangerous and stressful. I requested a call back from a manager but it still hasn’t happened, they don't care about their hosts.

A guest stole an expensive backpack from the apartment during their stay. Airbnb refused to cover it even though there's an insurance policy for theft. Tried multiple times to open a claim by phone and by email, the rep hung up on me because I wouldn't give up, and by email they don't answer. Won't host with them again since their insurance policy is a lie.

BEWARE HOSTS!!! Airbnb does not have your back when ‘emotional support, house trained’ dogs destroy your home. Do not allow pets. Airbnb has made their decision & I will not be reimbursed even a part of the $10,000 I paid for damages despite the required security deposit when renting my home or their Host Guaranteed since it was a pet that destroyed my furniture & flooring. I’ve read from other hosts this was almost always their ruling (with the guest). I know I will NEVER again use Airbnb & I ask y’all to do the same. Use VRBO instead or another company. If you are a host, BEWARE!!! Airbnb has no consideration for your property!

I will never book with AirBnB again. My daughter is getting married in February 2020 in Scottsdale, AZ and I booked 5 nights at a Condo on Airbnb in August of 2019. I'm coming in from the East Coast. This morning, I learned that the host/owner of the condo cancelled my reservation. While I was fully credited, there are no places to stay in the location I need and I can't afford the hotel rates, which is why I booked the Condo for five days. I even sent a message to the host in August 2019 to say how excited I was to stay in her place. I received no respond. Without explanation, she cancelled the reservation on November 6, 2019. NEVER again will I even look to stay in an AirBnB because it's not reliable. Also, AirBnb has no quality control and doesn't care that I was left in a bind. Shameful!

1) Strict cancellation terms: If you book 2 months before, but cancel 1 month before, you will be reimbursed only 50%, even if low season. This is the choice of a "host" who has earned 3 nights from my cancellation without hosting anyone. Airbnb says "free cancellation within 48 hours" but from the payment, not 48 hours before staying (which would also be disadvantageous for hosts).

I stayed in two airbnb's but had never tried to book my own until today. I was staying at an airbnb in a remote location in California and did not have the best cell service with my provider. I had wifi, tried to verify my phone number on their website but due to poor cell service on my phone I could not receive a code. I reached the max number of attempts (a mere 2) to verify my phone and confirm my identity which would allow me to book the airbnb. I tried as online forums suggested using a different number such as a google voice, but under my account the airbnb still would not let me book. I tried signing in and out and also clearing cache and cookies and their system still would not allow me to verify. I went to a starbucks where I had better service and I could not get anything to work to confirm my identity.

My husband and I arrived to Edinburgh and had a check-in of 3pm for the Airbnb. It was a first floor unit with construction work being done in the hallway. The air was completely filled with sanding/dust. The workers had to move their equipment for us to get in the unit. Once inside, there was construction dust covering the entire place. Not only was the unit filthy from the construction right outside its door but the place had not been cleaned. The bathroom was filthy, the bed with old, dirty sheets and disgusting pillows, the kitchen sink had a mop bucket with filthy water inside. We immediately contacted the host. She arrived an hour later and told us (literally barked at us) to go next door and she will clean. When I asked how long that would take, she shrugged and said "who knows, maybe an hour if you're lucky."

My son and his fiancée were to be married this weekend on Nov 2nd 2019. Well my son was notified Oct. 28th saying that the Vendor and the Venue had to cancel because of the fire. Bodega Bay was evacuated a couple days prior and there was no power and very unhealthy air and the chance of the fire coming through. We had rented the Airbnb from Fri Nov 1st- Sun Nov 3rd. We had to call to cancel and what they did was, I paid $724.42 and they only refunded me back $169.60 which means they kept $554.82 for absolutely nothing. They take advantage of people at their worst to benefit themselves. WTH is that. Not only that but my daughter lost of $400 for the same thing. This is the lowest of the low. I hope people read this and beware. Karma will get them.

This was my first & last Airbnb! It was filthy upon arrival with, Dirt, Hair & Food on the Furniture and Floors. It looked as though it had been sitting Vacant for some time (Cobwebs on the ceiling, in corners & on every wall, Dust, Dirt & hair on floors, walls & furniture, there were Spiders, Dead ROACHES, Crickets, live Ants, & other dead Bugs and Mice Feces everywhere.. even in the bed!) even though Kelly said someone was checking out the day before & she'd have it ready, when I asked if it would be an issue to check-in very early morning without paying for the additional day.

I booked an AirBnB with stellar ratings for a stay in Apple Valley, CA because I needed a dog friendly place close to her Nosework trial venue and there were not hotels or motels close enough with rooms available for October 25-26. I ended up booking an AirBnB two room suite even though it was a lot more than I needed. I contacted the hosts about renting just one room but they would only book the suite. $70 a night plus a non-refundable $25 fee for my dog. Fine. $95. That's about what a hotel would cost for a room. On May 5 I booked and then there were added fees on top bringing it to $142.25. More than a hotel suite. But they had a fenced yard for my dog and I thought fine.

Host did not give directions despite construction in area and very unusual street — two separate sections of the street, only one shows on map. No one in the area knew where the address was and host did not respond to my inquiries over several hours. I never found the room. Horrible experience.

They seriously don't even deserve a 1 star. I AM BEYOND ANGRY WITH THIS USELESS COMPANY. Airbnb has the WORST booking process that I have ever experienced. I book the staff accommodation using Airbnb frequently. UPON processing payment for the accommodation this time, I was blocked by a message saying "Unable to make payment" & "Please take a selfie of yourself". I went to my account and everything had been verified when I first signed up with Airbnb.

Booked an apartment Airbnb in Paris for a 2 night stay. Went to the address at check in time (3pm) only to receive a call at 3:15 that the owner could not meet to let us check in until 8pm. So what do you do when you have 2 days in Paris but can't check in? You take all your things in tow as you sightsee...and then get mugged which is what happened to us. Meet the owner at 8pm where he proceeds to provide a 2 minute tour and promptly leaves. We drop what was left of our stuff and went to see the Eiffel tour at night and returned some time later where all we wanted to do was shower and sleep.

Our AirBNB host cancelled our booking the day before check in without any explanation. We were flying to NYC as my husband was in a wedding so this was very nerve-wracking! We finally found another place on Home Away, a competitor. AirBNB wouldn't allow us to review the host and deleted all of our communication with the host. Makes me wonder if this is common practice in order to boost host's ratings. I don't think we'll be using AirBnB anymore -- they really left us in a lurch and offered no help or recourse (besides a refund).

Airbnb has a lot of properties for rent, however they are deceiving as far as pictures and facilities on the premises. It is not clear to the renter what services are available and the condition of the rental. Also noise levels from apartments above the rental and not be able to post the negative comments at the rental unless the host okay the comment! Not helpful at all and we are finished with renting from Airbnb because of these issues!

My family and I had the worst experience EVER with Airbnb staff after calling to complain about an apartment we rented in Edmonton, AB. The home was filthy, unsanitary, and unsafe:

We used Airbnb a few times while on the road, had mostly fine experiences. We had never booked anything in advance before. Having decided to go to Europe next year we looked into booking a place in Santorini. Having made a reservation and reading “free cancellation, within 14 days of reservation". Unfortunately a family situation has arose so I needed to cancel.

On October 3rd through October 6th, I Noelle ** rented the residence of 69385 Mccallum Way, Cathedral City, CA 92234 from the host Miles, through AirBNB. During our stay, I Noelle ** and 7 other guests that stayed upstairs suffered multiple insect bites and the 5 guests that stayed downstairs did not have any bites. Second, the jacuzzi was not consistently working and we reached out to the host numerous times through AirBNB and cell phone during the issue. The gauge said 87 or 106 degrees on the host’s end but felt like 76 degrees physically. He sent his pool maintenance 1 time on the morning of October 4th and responded he was in LA and could not do anything else.

Reservation confirmed on July 21,2019. Host cancelled by email on Oct. 7, 2019. He stated it was due to a computer cliche. It took him over 60 days to know that. There is an LSU, Saints game that weekend. I had to find what I could with 2.5 weeks notice. We actually are having to spend $2000.00 for 3 rooms for 6 adults. I did lots of research before we booked the AIR B&B, to make sure we were in a good area of NOLA. I would never trust this guy. He did not have the professionalism to make a phone call. Hides behind email. I did get my deposit. BEWARE OF PEOPLE LIKE GREGG.

They charged me after they promised they would not. They explicitly stated they would not, and they did it anyway. I have to raise the issue with the credit company now. The host was harassing me (maladjusted person). I left. Airbnb policies protected the host.

After booking a one month stay in Sarasota Fl. There was a major storm on the East Coast. After contacting the host and Airbnb they decided there was no refund. Also they use illegal practice by using models for photos. I actually wonder if the host was hired from the owner to rent house. I paid 6,000 US dollars which I never was refunded. I understand there is the host and Airbnb. What I don’t agree with is the false advertising they use. On one page the host has the right to not refund. On another page they say there is a refund. I just hope if you read this post don’t make the same error. Don’t pay until you thoroughly read the restrictions.

.I stayed one night with no hot tub, no wifi, no tv, no stereo. The bed was comfortable but way too high off the ground (3 ft to bottom of mattress, 4ft to top). My wife is 5'2". Not sure why it was done this way, but then again, I don't understand why a host would provide a trampoline to vacationing (often drinking) guests. No way an insurance company would cover that. I was the Safety Officer for Breitenbush Hot Springs (99-02), I am familiar with fire, safety and construction codes (specific to public access).

My wife and I have stayed in Savannah, Georgia for a week at a time, at least eight times. We stayed in Chattanooga for three nights, just to visit. We stayed in New Orleans for a week in 2013. Three nights on our anniversary in 2015 at a nice rental in Seacrest, FL on the coast. Our last stay was a quick one to Atlanta for 2 nights in July of this year. All of our stays were booked with Home Away/VRBO. We have never had a problem with Home Away! Really nice residences. No money complications. No cancellations. So what is my point? I would venture to say we have stayed in VRBO rentals such as these for at least 15 of our 20 years of marriage. In fact, 99% of them were great, well equipped, and immaculate. Several of them we rented repeatedly. But this current listing (of which I am vehemently complaining right now), is the very first time I attempted something different by trying out an Airbnb property.

Booked an Airbnb in Canary Wharf, London, England after seeing a listing called Amazing Centre Apartments after viewing the pictures of a shiny clean little flat. Got there, no shiny clean for us. Floor so dirty our feet stuck to it, the kitchen wasn’t even the one posted in the listing. It was filthy, broken patio door with windows so dirty you couldn’t clearly out of them, bedroom picture inaccurate as in wasn’t the one we got. Complained to owner. He sent a cleaning lady over the next day who washed the floor and wiped down cupboards but that was it. Had to leave and when we contacted the owner to tell him he then tells us he has lots of apartments he could have done something. Contacted Airbnb who did basically nothing. Said the owner wouldn’t refund our unused nights and that was it. The listing still remains up with false pictures and we are out 534.00. Will never use Airbnb again. It’s just a money making machine with no standards whatsoever.

Now I know and understand why Airbnb have only 2 stars rating. We do have guest in color from Airbnb just for two nights. Our performance till she was super host at row for 11 time means 33 months. The women with color found me on FB and see I'm Trump supporter. After 272 all 5/5 reviews Exceptional we received from the lady all one stars and we lost the status super host. I owner call the company and somebody very poorly speaking English tell me is "free of speech" and can' do nothing. No surprise. Airbnb located in San Francisco means all. No surprise for me the all company have 2 stars rating from five. From Airbnb are many time very cheap low education guests. HomeAway is completely different company with much more care.

We booked a vacation home in Tuscany for four nights. We cancelled the fourth night months in advance. Airbnb confirmed the cancellation and wrote “No worries, after changing the date it will automatically process a refund for one night.” I only know this because I decided to take screen shots of my communications with Airbnb as it was becoming evident that there was going to be a lot of difficulty resolving this issue. Their system keeps communications on their servers and the trail seems to disappear. Airbnb uses a partner company in Europe called Belvilla. We were shuffled off to them. Their communications came in truncated text messages. It took them several days or weeks to respond to us. They claimed they had to have approval from the homeowner to cancel the fourth night. Their communications are done through truncated text messages leaving no trail for the customer to refer back to.

Airbnb does not support their hosts and makes it extremely difficult for hosts. We had guests cause $1,300+ in damages at our property and not only did they not give us the $200 deposit we require of guests, in case damages are caused. We supplied Airbnb with ALL of the photos they requested, receipts for the repairs, etc. and they still will not give us access to even the $200 deposit that we require. Airbnb does not give hosts the ability to charge guests outside of the app, which would be fine IF Airbnb would charge the guests when they cause damages.

I have used Airbnb for many years. My last stay made me decide to never use them again. I booked a house in Bel Air, as a luxury property. The house was a scam, for sale, empty, dirty, with hot tub filthy. I reached out to support, but said that since I completed my stay there’s nothing they can do. I reached out to them the moment I got into the house, but got a reply only when I was about to leave. They don’t have your back in cases of bad hosts, so why would you even need them!!

HOST BEWARE: AIRBNB company is SCAM/FRAUD. Airbnb never paid me any money for the guests that used my property for the entire month of February. The guests were happy, and I was checking on them. I called Airbnb several times to check on my payment but was told that someone will get back to me and that it is escalated to the higher department. Then, Airbnb deactivated my listing, claiming that I had two identical listings. I did not. Then it cancelled all my reservations and blocked me forever. When I asked to get paid for my place that was used, AirBnB not only did not pay but shut me down. The management claimed then that it was a technical issue, acknowledged the mistake, yet still, did not pay me my money. I have suffered a substantial loss of an income. Airbnb company is a scam!

I have been a long time, happy customer of Airbnb. Unfortunately, my recent, unjust experience has just made me so unhappy that I will no longer be using this service. I have all the photos, text messages, and documentation, to justify my request for a refund (originally offered by the host) and yet I was denied any sort of refund. This apartment was not as advertised (luxurious and immaculate, no shoes, no parties) and the patio that was listed (which he removed after I complained) was unusable as it was cluttered with a bed, and miscellaneous furniture. The host told Airbnb that this was not his patio (I took a photo from inside his apartment) although I had a text message from him that stated that he would clear it by Sunday (I checked in on Thursday).

I had a problem with my stay as the property was nothing like advertised. So basically a scam. AirBnb was not interested in knowing anything. They said they have many listings and not going to do anything about it. Not remove not ask host to explain. Nothing. Well this is ridiculous especially when they charged me £73 for service. What service? Will not use again as they are too big to care about individuals getting into traps. Hope eventually you will be investigated by watchdog. Will send complaint to there as well. People must know that getting support from yourselves in case of any issue is equal to none.

My family and I stayed in a place for 1 night out of the 3 we had booked. It was a health hazard so we left. I immediately contacted Air BNB to see about a refund. I sent in several pictures and a statement that day as they requested and I was told they would get back to me within 48-72 hours. Within 3 days there was an amount agreed upon and they sent me a confirmation email. Within a couple hours of that email I received one that stated a much smaller amount would be credited back to my credit card. When I called about the issue I was told that the case manager that had handled my account would call me back because she was on the phone. I never received a call back.

I had to cancel about 5 weeks before trip. Received 24.85 within a week and I thought the remainder of 195.31 was to be deposited in 15-20 days. Didn't happen. I contacted Airbnb help / support team which isn't easy to find (called when I first cancelled because I couldn't figure out website). I also contacted the host this time. She stated she found where I was refunded 245.00. Which was more than my initial deposit - that didn't make sense. Told here to date 24.85. The host went beyond her responsibility. She later sent message that all but 45.00 will be refunded. THIS IS NOT AN ISSUE WITH THE HOST. THIS IS GREED BY AIRBNB. I met cancellation policy that stated 100% will be refunded. If I'm out 45.00 than lesson learned - Never use or recommend Airbnb. I am not including proof of this because its over a dozen emails. I will be glad to provide copies if asked.

As a first time Airbnb client I am so disappointed with their service. They charged me $100 per night for a service fee on a four night stay. I signed a contract with my host for the house and they indicated there would be a security deposit. When I saw this fee I mistakenly thought this was the security deposit not a FEE for booking on their site. I explained to Airbnb and asked that as a 1 time courtesy they refund this fee or reduce the amount. They were unwilling to do either. I contacted their CEO three times and received no response. Their customer service is terrible. This fee is ridiculous and I would never use this service again. I hope that everyone is aware and careful with the fees this service is charging from using their app. I will never book through them again.

Left a single mother and an 8 year old abandoned. Well, Airbnb dropped the ball. My friend was in an UNSAFE situation so We went to Airbnb to find a home for her for the week. You did NOT confirm the address with the host, who then never replied. Gwen the first case manager told us she had to go home, no more help from her. Rapheal the next guy needs some training too, he gave me wrong information and was very rude, clearly didn't care about the child involved. You then message 5/6 times in the middle of the night, for nothing. To tell her what? There's a new case manager because everyone else got to go home and sleep in a nice comfy bed.

This service should come with a warning label: DANGER. They are in full knowledge of dangerous rentals putting renters at risk of significant health issues and are do nothing about it. I have used Airbnb several times on business trips with little to no issues. For a family holiday this year we rented a house in Bar Harbor ME. We were rented a place where the owner had prior knowledge of raw sewerage mixing with the drinking water - which we were directly impacted by suffering property loss and multi-day disruption to a weeks holiday.

If you don't like your host or guest, just make up something about their house to make it look bad. Tell as many lies as you like, they will NOT do anything about it. It's a free for all. THEY DON'T CARE! VRBO is the way to go. By not doing anything about the people who retaliate by leaving negative and false reviews, they allow others to commit fraud on their website. They allow bullies to continue to write malicious and false statements on fellow hosts reviews.

If I could give 0 zeros, I absolutely and wholeheartedly would. Airbnb blocked my account for absolutely no reason and when I requested a explanation, not only was an explanation NOT provided to me, they also told me the decision is final. I asked not once, but twice and got no explanation. On top of that, I reached out to Airbnb Twitter Help and still got no explanation, all I got was "The decision is final and we seek your understanding to politely disengage."

I closed my account because this company is dishonest. I had contacted Airbnb about a host who was asking me to submit a 5 star review in exchange for paying a parking ticket that I obtained because his property did not have sufficient parking space as was described in his listing. So there were 2 issues, his listing not being accurate and the extortion. I had all the evidence and was able to show the rep at Airbnb.

My guest maliciously damaged the drywall in my home. I requested payment from the guest deposit and got the resolution dept involved since I got zero response from my guest. I provided the proper documentation to the resolution dept--photos of the damage, invoice, and proof of payment to repair the damage. They stated that that could not verify the information on the invoice, which is incredible because it was clear and concise with all of the pertinent info. They refused to pay me for the damage to my home!!!! I deactivated my 2 listings from their website and will never do business with them again!!! If I could provide Airbnb resolution dept with zero stars, I would. If you are an owner, beware of any guest damage because you will not be paid from the guest deposit!!!!

I used Airbnb extensively for over a year for work and personal travel. Some of the places I stayed in were dumps compared to the listing. Other places were extremely nice. I finally deep-sixed my AirBnB account after they double billed me for a canceled (by the host) stay. I made the booking and paid in full. The host contacted me right away to apologize for needing to cancel the booking due to urgent repairs needed at the property. I received my refund and things were fine.

My Husband and I have been superhosts on Air BNB for over 4 years. We recently had a guest trash our home and cause damage. Getting reimbursement for this has been an absolute nightmare. They keep shuffling us to new case managers and nobody wants to pay out the damages (totaling around $500). I am not asking for $10K here. This is outrageous. If I could rewind time and not have rented to this guest (who had no reviews) I would do that. However I cannot.

Airbnb has stolen money from my dying husband. I will not stop until we speak to the legal department. Airbnb has been totally disgusting and how they've handled this simple but now costly and now insulting mistake they have made. We have been loyal and dedicated and successful superhosts for several years now, with multiple listings and a establishing tree house retreat. We have provided ample evidence to support our case to show we were in no way near or under threat by bushfires. Airbnb has given nothing to support their mistake to say we were and they only have been secretive and no transparency. They have stolen money from us and hence my darling dying husband right now in the hospital with brain tumors. We are so totally upset that we have been treated this way and my husband and I have not been supported as good superhosts.

We rented a home through Airbnb and we were charged the entire amount of $10,000 upon booking even though our trip is only in 11 months. No message was sent to us to accept the charge and they just used the credit card in our account. Airbnb profits from these huge amounts as there is no way to pay 50% unless you stay 28 days or less. I think this is completely unacceptable and should not be allowed.

I booked with Airbnb well in advance for homecoming weekend in a college town because I knew there would be no place to stay. The host canceled 3 weeks before my stay leaving me without a place to stay and a son flying in from New York City. Airbnb basically said, “Oh well.” They sent me a list of available places 50 miles away and I guess this was supposed to fix everything. NEVER USE THIS COMPANY!

We are very disappointed about Airbnb deceptive pricing. We booked a unit for 2 night at the advertised price of $55/night. When we received our bill the price had increased to $66/night. We called customer service and after 45 minutes of wrangling around and BS, we were told that because of "Smart Pricing" the rate had gone up! I requested a refund and was refused. Shame on Airbnb for misleading customers with this type of bait and switch tactic. Of course the receipt showed the price increase. Unfortunately it was hidden four clicks deep in the Trip Overview. Airbnb was counting on us overlooking it and they won. Never use this service again. And I am telling all my friends too!

I reserved a house through Airbnb but my husband passed away suddenly before this. Because of this, I had to close his credit card that I used to make my Airbnb payment in order to stop any unnecessary withdrawals. I was told by two Airbnb representatives that I could get a percentage of my payment back because of the circumstances but the payment would have to go back to the original card. I was told both times that since the card was cancelled, I would receive a notice that the payment wouldn't go through and I would be able to enter new banking information to receive the refund. After waiting two plus months, I was now told, direct quote via email, 'That was the credit card that was used to process the booking and the refund can only be returned to the original payment used.' So this recent widow is out over $500. Please don't choose Airbnb!

We rented a condo from Airbnb in Coronado CA spending $4900. After discovering why my family had bites all over and the sheets were stained in a rusty color all over, we determined it was bedbugs and quickly pickup and moved to a hotel. After our return I was requesting a full refund, not even considering I would get push back.

Cancellation policies not fully and transparently disclosed. No margin of error on behalf of customer is tolerated. Customer's business is not valued and Airbnb supports the host rather than renter. Host can impose arbitrary rules after the booking is confirmed and will not allow changes. Sense of entrapment after the booking is made. Security deposit is not standard in hotelling or leasing but is required in Airbnb. Airbnb needs to be regulated by consumer protection agencies.

Airbnb has the worst review system in the world. I booked a unit via Airbnb and the unit was terrible! I wanted to leave a bad review for the host but I got sick and after 14 days they banned me from writing any reviews!!! Then I realised that the host who knew that I cannot write a review on him, published a bad review on me in public 'cause I explained to him how things are terrible in the unit. Almost everything was not working!!! I asked Airbnb why I can not leave a review and they said, "It’s our policy!" I felt I was raped. Someone write something bad about you, he lied, and you cannot defend yourself. Never ever book with Airbnb. You only book if you are a trouble seeker.

I just found out that I can’t leave a bad review on a place I just stayed in Seattle Washington. I decided no use and closed my account and didn't leave a review. I was mad because I was wondering why no one seen the all the spiders this place had. All the reviews were good so it made me pick this one. Come to find out they pick the good reviews. I complain and called and all the host did was pick it up and put the spiders outside. It’s smelled and spiders big one had 7 on the wall and others the next day. I called and complain about it. So mad! All they said was, "The host did something right?" Yes she picks it up and threw it outside. That all she did! Airbnb never help me! I closed my account and never using it again.

I am really upset with the way Airbnb's customer service is executed. I have had so many issues with them overcharging my credit card and not honoring a tour I booked. I have called countless times only to get a case manager that can't do anything but pass you along to the next. To solve an issue which is every time I use Airbnb services it takes 3-5 days to solve an issue and you get tossed between 5 different case managers. I am a superhost with Airbnb and have removed my listings from their platform due to the simple fact that if they can't treat me well as a paying customer then clearly they wouldn't treat me well when I might be in need of help down the road with my rentals. Shame on you Airbnb for taking my money, not offering me a refund on my tour, cycling my stays and for overcharging the credit card 10 times!!! BEWARE. AIRBNB IS ONLY A TAKE TAKE TAKE COMPANY!

Please address your racism issues. My host was racist, extremely rude, there was no running water, and denied delivery of essential medication. None of my money was refunded and my review pointing out these facts was removed too.

I was an Airbnb host in Alberta, Canada for 1 year. Although I had many positives experiences with the guests that I have hosted, it is my experience with 2 different guests and being unsupported by Airbnb company that I would simply not recommend hosting to anyone who doesn't want to deal with constant headaches and unresolved issues. It is my personal home that I am hosting in and I should have the rights to guests' personal information such as full name and contact information. My experience has been that Airbnb successfully overprotecting the guests' identity that when you as a host do run into problems such as stolen items and damaged property Airbnb won't help you at all by releasing the guest's name or contact information even to the police. Simply horrible feeling to be left so vulnerable and helpless.

The first problem is simple: Airbnb completely locked my account without a prior notice or my consent. I assume it is because I am temporarily living in Germany for work and they thought that my activity was someone else trying to access my account. The second, more complicated, part of the problem is that Airbnb has abnormally stringent security requirements for me to regain access to my account. I had to reset my password (standard), take a picture of one of my photo IDs (seems a bit excessive, but doable) and lastly a selfie. The last task may sound simple, but not the way AirBnB has set it up. You must either use the Airbnb App, which does not even let me pass the login screen as it instantly freezes, or a web browser that asks permission to utilize a webcam, which also did not work on my phone. This effectively leaves me locked out indefinitely. The final straw was that there is no exception to the policy or alternative to the "selfie verification".

For a few years now I've been a lucky Airbnb user (mostly with groups of friends.) When I relocated for a new role; Airbnb became what I thought was a great alternative to temp apartment housing. The biggest concern everyone should have, (as I've painfully discovered) is that you have no way of confirming the safety of the location you're potentially moving. In addition to this, there were other issues:

I booked a room for my son on Bristol through this site. The ad clearly stated that free parking was available and that it was located in a quiet safe neighbourhood. Well on arrival my son noticed a car's windows broken and when notifying the police the call was upgraded to an emergency and the police arrived to contact the owner and get the vehicle moved to a secure location. There was suppose to be free parking, which is not the case. There is only street parking at a cost of £7.60 per day. The front communal door of the estate was broke and could not be closed. My son received the keys to the property from a gentleman living next door. The vendor does not live in the property and he lets the rooms out. There are 4 rooms in the property with no limits in numbers. None of the rooms can lock and therefore there is no personal security or privacy.

I booked a cottage through Airbnb. It was Airbnb.ca for a cottage in Canada from an owner in Canada. Unbeknownst to me my Airbnb setting were in USD. I don’t know how or why they were in USD. I would never book anything in USD knowingly. The currency was not displayed until after when I get my receipt which they clearly said USD. It unfortunately was then too late to cancel as it was a last minute booking and less than 2 weeks of arrival. I had text contact with Airbnb but all they offered was a $30 refund. This oversight cost me $1500.00. I am very disappointed and felt that it was very misleading on Airbnb part to not have the currency displayed and then to not rectify the error. Buyer beware of your settings. A very disappointed customer.