Airbnb Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Airbnb used to be a decent company, but in recent years I've had several problems with stays and customer service. This one tops the cake though...I have a 5 month reservation for a brief employment period. During the middle of this, covid happened and I have been unable to go to work since I was doing research. All research at my hospital, with the exception of covid, was suspended. I'm a doctor and thankfully got a new job that is a couple of months away, but airbnb will not let me end my current rental! The homeowner as well talked to airbnb to try to accommodate it, but had no success.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Booked an Airbnb for memorial weekend for a friends wedding. We booked this trip back in January, the wedding recently got canceled because of covid-19. Tried canceling the reservation to get a full refund. Was told we could get a refund but only in credit. They were trying to give us 50 back and keep 400+ in credit. Even though it states if you booked before March 14 you get a full refund. Nope not the case. You get credit. And they make it impossible to actually talk to a real person. They just send you messages with an automatic system that does absolutely nothing besides give you a headache. And ask you to supply government official documents stating why you can’t travel. Was also told to contact the host first to get our refund, she told us there was nothing she could do on her part since she has not received any money yet from our trip. This company is an absolute joke.

Airbnb is advising their hosts that guests are being offered full refunds (not true: it's simply travel credit). Airbnb pockets the money and offers NO transparency on your account as to how much you have. In other words, you will only see the 'travel credit' upon requesting to stay somewhere else. Additionally, if you have three separate canceled bookings, the credit is issued in three separate increments and cannot be used together. For example, if you have a total overall credit of $3,000 but it was issued by three canceled stays, you can only apply one stay credit per additional booking. In other words, unless your new stay equals out exactly to your old stay, you will end up paying additional funds despite having additional credit available. It is RIDICULOUS.

Airbnb are profiting off the Covid virus. They're offering refunds to guests that fall into their 'Covid cancellation guidelines'. I've found out this is an outright lie. If you can't provide a service, don't keep the money. Equally, I am shocked at how many hosts don't care if their guests don't actually get any service. Airbnb and their hosts don't deserve any business.

Airbnb customer service is as bad as it gets. I was on a trip abroad that was interrupted by COVID-19. I had booked Airbnb lodging in January and checked-in in February, 2020. I had to urgently leave the country and lodging before being trapped when the borders of the country in which I was located closed in March. Even so, Airbnb refused to provide me with a single penny of a refund for $400 in prepaid nights that I could not stay in the foreign country. Airbnb publicly posted that they want to help protect hosts /and/ guests against losses due to unforeseen circumstances. Yet their COVID “refund” policy clearly indicates that the pandemic could not be foreseen at the time that I reserved and checked in, but Airbnb refused to provide a refund. At one point, they tried to make it seem to me like it was the host’s fault that I did not get a refund. Yet, Airbnb also refused to return the unearned portion of their service fee in my payment. That is dishonest.

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.