Airbnb Reviews

Airbnb is absolutely horrible, even one I've ever used is foreign owned and don't care about the customers, all they want is your money, used instant coffee and products, dirty or no towels, stick beds in any crappy room, finding the entrance takes skills in the dark because it's in a hole in a building in the **, price to get a hotel with a great breakfast is usually cheaper, rent for two days and new renters show up in the middle of the night cause they screwed up so you have to leave to find a hotel because of their negligence and then remove your account because you leave negative feedback on their slumlords. Do your research before you book Airbnb and find a hotel and save yourself the headaches from this low end scam called Airbnb. Zero stars.

I wish I could rate them a “0”. Customer service is horrible. Trying to resolve issues with ambassadors that supposed to handle conflict resolution. Absolutely horrible. They lie to a client when they tell you not to worry and no payment required after reservation is as canceled. I called over 10 c to resolve a lying host named Jaylah out of cozy Eastpointe. It took forever to get money back and still can’t delete my credit card info. I just deactivated my account and will never use them again. They lost a valuable client for a lying host. Not to mention a police report was filed due to fear she would be dishonest. Her place was unsanitary and had no heat in December in state of MI. My whole experience with the booking was a disaster.

Airbnb completely failed us. Our stay was uninhabitable due to sewage flooding, yet Airbnb refused a full refund even with evidence. Guest safety clearly comes second to protecting hosts. This was a stressful and unacceptable experience.

The staff of Airbnb speak in limited English. This will most certainly guarantee problems. I called to complain that the host, in which i was a guest for 14 days, was NOT an accessible facility which they claimed. The Airbnb agent responded, "I checked the profile and they did not say they will provide a wheelchair." I tried to explain that she was misunderstanding what I was saying and gave me a 'marketed' apology, but tried to claim that she wouldn't be able to help me with a wheelchair. It was obvious to me that her understanding of the English language was secondary at best. So, I requested to speak to a manager. She said that a manager would give me a call back. The manager never called back!

We booked an apartment in Sterling Heights Michigan for December of 25. When we arrived half the lights did not work especially in the bathrooms with no windows. Also there were no smoke alarms or co2 detectors anywhere. The listing stated that there was smokde and co2 detectors and in the listing. We thought these conditions were unsafe and did not stay in the unit. After numerous phone calls, emails and texts to both Airbnb and the host we had very little help. We ended up at a hotel. After requesting a refund Airbnb said I should cancel the reservation before I could get a refund. This was a trick that gave airbnb a reason to deny my refund. I had pictures of the light switches in the on position and darkness. But because I did not have a vidio of turning the lights on and off, they denied any kind of compensation. This kind of deceptive practice has soured my on renting anything from airbnb. Never again!!

I have been a Superhost for some time and recently experienced the worst stay I’ve ever had on the platform. The guest violated virtually every house rule. The property was trashed, drug paraphernalia (including a crack pipe) was left behind, the guest’s dog severely scratched the couch, and there was vomit and urine on both the sofa and the bed. To make matters worse, the guest left human feces outside behind the Airstream. I submitted extensive documentation, including detailed photos and invoices, yet Airbnb has repeatedly looked for ways to deny or minimize reimbursement for the damages. The lack of support has been genuinely shocking, especially given my long-standing Superhost status and clean hosting history.

Airbnb sucks. Terrible company! Their customer service is awful and absolutely useless. I got a notification from Airbnb that I was banned from using their platform because somebody I was “associated with” was banned and they didn’t tell me who!!!! How TF are you going to ban me without telling me who caused that?!?! Ridiculous. I had only used Airbnb twice beforehand. Jokes on them. I’ve been using Airbnb even after they deactivated my account. Just stupid customer service.

Written "apartment" but it is a "room". No full refund and no compensation from Airbnb. After the payment, they added the host's description, but on some pages still is written "apartment" instead of "room" depending on the link clicked. Support custom service is practically automating replies and does not acknowledge how important is that now I have to share an apartment with people I do not know and I was not aware about. The refund is only 50% and I acknowledged almost by accident that it is just a room. By the way, now there is no way to find apartment at a reasonable price. It is too late. Airbnb is even scared to say the word "compensation" for the damage I had since they wrote "apartment" instead of "room": I would have never proceeded for the payment at that price for a room.

You need to pay attention that Amanda at Banner Lofts Nashville, she really doesn’t have a refund policy. I cancelled Months in advance and I’m out $2192 dollars. Airbnb, because I only put down 1/2 they say that it applies to the full amount so I don’t get 1/2 back on what I paid. And the insurance is not worth it either. Rip off!!!!

Don't book with this company. They will rip you off. They've already taken me for a couple hundred dollars. And they will make it hard for you to get your money back. And they won't give it back to you.

I’ve been a loyal Airbnb user for years, but my recent experience has left me questioning the platform’s integrity. After a terrible stay at Gallery Inn, I reported multiple issues—misleading listing, poor conditions, and lack of amenities. Despite providing clear evidence, Airbnb consistently sided with the host, dismissing my concerns and refusing fair resolution. It’s frustrating that Airbnb prioritizes protecting hosts over listening to paying customers. This approach erodes trust and makes travelers feel unsupported when things go wrong. A platform built on community should value honesty and accountability, not make guests feel powerless. I hope Airbnb reconsiders its policies and starts treating customers with the same level of trust and respect they give hosts. Until then, I’ll think twice before booking again.

I was assaulted on a property and the owner wrote a horrible review about me even though I'm a perfect guest every time because he was afraid I was gonna write about the assault. It wasn't his fault. It wasn't his fault. He wasn't the greatest host, but I did not transfer him in a review however he chose to make me out to be this crazy person. I'm 68 years old the professor a teacher and have all outstanding reviews and Airbnb refuses to take it down. They're unbelievably poor.

Greedy ripoff! I will NEVER use this service again! I don't have $3000+ to give away in this economy, and I work hard for my money. I was taking my whole family to Puerto Rico, and our flight got cancelled that morning as we arrived to the airport. The host refused to refund our money and so did Airbnb, which is outrageous!!! It was not our fault and we tried to get other flights with no success. NEVER AGAIN!!!

Airbnb is a joke. We reserved a house and not all fees are included. They added 600 more hundred to our booking after we paid the price and fees included. I think we should hire a lawyer because I’m sure they are doing this to everyone. Customer service was horrible. Reporting to BBB also.

I've stayed in over 20 Airbnbs in past 2 yrs. They have seriously declined in concerns for guests in the past year. They only care about the HOST. Extremely difficult to file a complaint; laborious process that leads to no help!! Hosts are not HELD ACCOUNTABLE. I am done with Airbnb.

Horrible is the one word to describe Airbnb's customer service. I will never book through Airbnb again. Telephone, chat, text, everything about customer service is a bad experience. I do not recommend.

Due to unsightly and unacceptable conditions at some of the rentals, along with the long and uncertain wait time for a refund, our family trip planned over Christmas and New Year’s was ultimately cut short. This trip was especially meaningful to us, as our family lives in different countries and opportunities to be together are rare. At this time, we do not know when we will be able to reunite as a family again, which makes this experience even more heartbreaking.

I will never in my life rent a Airbnb from y’all again because I was ripped off in Brunswick Georgia. I paid my money. I had a family emergency 3 to 4 hours later. Try to get it back. They wouldn’t give it to me and they still have not gave it to me and It’s been since June! the host was trash. The customer service was trash. Nobody helped me. I don’t wish Ino good luck them and I hope that everything y’all have crumble and fail!

I’ve had a very good experience being a five star host at Airbnb. I also have my listing on VRBO with no issues. However, AirBnB claims to have host insurance in the event that a guest damages property. In my case, a guest used flushable wipes which damaged the septic system. The cost to fix this problem was $1500 which I submitted to AirBnB. They simply would not call me back and never paid. I do not think they actually have host insurance and have removed my five star listing from their site.

Never want to use Airbnb after my experience with Michelle in Weaverville. She was absolutely rude to us and felt discriminated against the way she blew up my phone and talked down to us, saying she felt uncomfortable with us staying there and accused us of stealing from her! Not only that but I wouldn't trust Airbnb with the fact that a host can claim we "trashed the place" showing no photographic evidence of such. And attempting to charge us an extra $20 and $50. I left no mess and even cleaned up after myself and swept. We had 2 emotional support animals (one a service dog) with us and she called them dirty animals! Does Airbnb support this kind of behavior towards guests and allows host discrimination and racism?

November 2025 Over the Thanksgiving Holiday, my family rented a home in Apollo Beach. This home, 748 Gran Kayman Way, Apollo Beach, was a disaster! At the onset, the keyless entry did not work, and we were stranded at 10 pm with 2 babies! The home was worn out to say the least. The outdoor furniture was laden with black mold and unusable. On the inside, the bedroom televisions did not work. The pots and pans were all scratched and unusable as well. We selected this property because it had a bunk bed in the room with a full bed. However, the bunk bed was rickety, therefore unsafe for children.

I arrived at ABNB property with insurance on Dec 20, 25 127 N Audrey Cir NW Fort Walton Beach, FL for $224.55 but never received key code for door while trying to text Benjamin ** saw a women enter the house?? So I had to go to hotel to spend another $130. The host says that I never contacted him prior to traveling to the home. AIRBB says that I have to contact the host for a refund. I tried several times to call but he never answered. So it has been 3 weeks of BS from AIRBB customer service and now they are trying to close the complaint and still no refund. The money was paid to ABB account, so they owe me the money, not the host.

Not worth using. They take too much of your profit and their customer support for hosts is crap. They act like being a superhost gives you benefits, but it doesn’t help if you have any issues. Despite what they say their policies are for protecting hosts, they don’t really protect you. They won’t cover the full value of damages. Even if you have a one time issue that causes you to cancel you’ll be penalized. Use at your own risk.

One star is being too generous. I booked and paid on fully in advance for an expensive luxury apartment in Miami Sunny Isles. The host and Airbnb decided to cancel it last minute. They never issued my refund. Stole my money! Never again falling for this fraud scheme!

This was, hands down, the worst customer-service experience I’ve ever had with a travel platform, and it has completely destroyed my trust in Airbnb. My host cancelled 48 hours before check-in, leaving me stranded right before an international trip. While Airbnb refunded the original amount, everything that followed exposed how little protection guests actually have when things go wrong.

Airbnb allows trash guests to damage property and steal from hosts with no repercussions. I provided the most affordable accommodations. Clean, in nice neighborhood and a huge bargain. Not anymore. I’ve deleted my listing. Screw them!!

Has anyone noticed when booking in NJ, Airbnb markets includes taxes and fees only to when completing with CC, it adds additional surcharges and taxes? And when called to complain, their customer service states it’s the host not them. WOW, how the service is declining, and bait & switch is at an all time high. Guess we won’t be using them for business or personal.

I contacted Airbnb to fix an error that didn't give my upcoming host her correct money and they refused to do so...they keep telling me about how much I was charged and I keep saying that I don't care what that thing says I know it's wrong....I'm spending the money so why would I say it's owed to her if it wasn't...I could keep that money toward another booking....But ain't no way in hell will I ever spend money with a company that's willing to short change their own over a mistake....Makes me wonder what they will do to me as the customer...This is very sad

Terrible customer service. After being a loyal customer for nearly a decade and an exceptionally responsible guest I am shocked at how unwilling this company is to assist after I stayed in an unsanitary Airbnb. Their handling of the situation has been unacceptable. I will no longer use this platform and strongly advise others to steer clear of this rental agency.

I booked a house - Otter House in Lake Placid, NY. Cancellation policy stated full refund if cancelled before Oct. 25th at 5:00pm. Between 10/24-10/25, I expressed my concerns to the owner, Jo-Ann, that I may not be able to travel and how flexible can she be with cancellation. I told her I may not know for another 2 weeks if we'd be able to travel. She said "Don't worry about that. Let's cross that bridge if we get there." Maybe I was naive but this led me to believe she would refund me if I had to cancel. I expressed gratitude and said "thank you." By 11/5, I cancelled because I wasn't comfortable holding her house any longer. I requested my refund and she refused. I have been battling ever since to get any money back.

I have a very bad experience with the Airbnb. I called them for to the customer service but looks like everybody working from the India and nobody understand what I'm saying. They just keeping repeating the same thing or "We understand your concern" or "We understand your concern" but then nobody doing anything. They just keep passing the phone from left to right left to right left to right. Eventually they hang up. They cannot help you anyway. They just putting the soft pillow under your head. That's it.

Airbnb has the worse customer service ever, trying to handle a cancellation and every time they keep pushing my refund lower and lower to the point I got tired and hang up the phone call with. From now on, I will use a hotel, never again an Airbnb. Worse company and never a good service.

Airbnb has been an absolute nightmare for us, and we will never use the platform again unless they fix this situation in the next two weeks. We booked a property in Miami Beach for New Year’s over a month and a half ago, for 6 people, including two elderly grandparents and two very young children. The location was essential because we needed to be near close friends we were spending the holidays with. Airbnb cancelled our reservation out of nowhere and offered zero real help.

I spent hours looking for just the right romantic place for my husband and I to stay. Tried to book it through Airbnb, it would not let me without downloading their app or taking a selfie of myself with a webcam. We are almost 60 years old, we do not have apps on our phone, we do not have a web cam. I could not complete my reservation without those things. I called airbnb spent 45 minutes on the phone, they stated the same thing. I had them deactivate my account. I went to VRBO found the same place and booked it in 5 minutes without an app or a webcam.

They have HORRIFIC customer service. I am a superhost and have had 3 properties listed. I rarely have felt the need to contact them but when I have needed help they were useless! ALL customer service is out of the country and I CANNOT understand many of them (and I have lived in Asia!) because the accents are so heavy. When I asked to speak to someone else because I couldn't understand the rep they told me no. So I hung up and before I could call back he immediately called me back. I told him to please stop calling me and I hung up and called again.

My one and only experience as a solo traveler with Airbnb feels like a scam. I paid for a 6 night stay. Due to inhabitable conditions such as unwanted attempts to communicate with me through thumping and thudding on the walls, incessant loud drilling and hammering from next door, no running water coming out of the kitchen faucet for over ten hours, an overactive and insanely noisy refrigerator in the kitchen, a disgusting looking, old, inefficient electric double boiler cooktop, an used kitchen sponge left for washing dishes and ONE roll of toilet paper for a 6 night stay. I had to check out after 2 nights.

I cancelled a booking due to my husband's cancer diagnosis and took the deposit as Airbnb credit. Then I booked another stay with Airbnb using that credit and the host cancelled at the last minute. They will only give me credit and not refund my money. Hosts have cancelled multiple times on us and provide unacceptable replacement properties or dates that we cannot use.

Airbnb is the absolute worst site you will ever have the displeasure to use. If you must stay overnight, I would stay away from this site, they totally suck! I don’t think a company could be worse if they tried. In fact, they are so bad, I have a $500 credit, and I am no longer using them, which means I could actually say I wouldn’t use this terrible company even if it were free. I can truly make that statement because it’s true. It’s that bad!!! I used Airbnb 1 time, and it was a nightmare stay. Everything that could go wrong just about did, from clogged toilets, defective shower and sinks, the host posting lies about what you get at residence, and on and on.

We rented an apartment in Philly for 20 nights advertised as a "Designer Apt" and upon arrival we found out it was a smelly, old and outdated apartment. We notified the host that we are not staying and left. We booked a modern residence near UPenn for the same price. Our repeated attempts to obtain a refund, including writing letters to their CEO and Board Members, as well as filing complaints with the governmental oversight authorities in PA, CA, and FL, have been met with total silence. They refuse to respond because this could result in a Class-Action lawsuit against the public company. Before you rent an apartment, have the host send you a CURRENT VIDEO TOUR of the apartment. We were ripped off for $5500 and I hope that does not happen to other unsuspecting guests.

I booked Airbnb condo for a week in November at Tides, Hollywood beach. I booked with the option of free cancellation. A week before my trip the host sold this condo to the different owner- Sergio, who didn’t have a free cancellation option. 3 days before my trip I got sick with Covid. No money, even a partial was refunded. What a shame!!!!

Last three places I stayed at were in filthy condition with numerous maintenance/safety issues at each one. Airbnb refuses to refund fees, even if the host listing is completely false or filthy. As long as they get their cut, they don’t care.

Airbnb is illegal and I wouldn't touch this company with a 10 foot pole. Brian Chesky should shut down all the illegal Airbnb activity - especially the ADU, and apartments, condos and multi use properties.

I came back from overseas with my husband and small dog. We needed a place to stay until our place was available and we chose a property offered by Airbnb. More or less half way our stay, we realised the house was infested in ticks. I first found one crawling on the arm of my jacket. I figured maybe I got kb my outside. Then, the next day there were 2 crawling on my husband de leg while he was lying on the couch. Then I remembered I had left my jacket overnight on the couch the day before. At that point he checked my dog and had a dead tick on his ear (he also stayed in the living room). He was on tick prevention so at least it died. At that point, we pulled the sofa cushions up and were disgusted to find it was filthy with old Cheerios, candy wrappers and accumulated dust. You could tell it had not been clean in a LONG time.

I contacted Airbnb about an upcoming trip. Spoke with someone on the phone and we discussed a location and dates. I told them call me back later after I discuss with my better half. They called two hours after the agreement TIME, I said call in the morning at 7 am. He agreed. Next day 10 am no call or email none. So sad. Very poor service. Flat out lied.

Airbnb has generally been good, but if you are a renter you have no protection against travel disruption. Airbnb has no insurance for renters. Vrbo does! Vrbo offers insurance for renters, primarily through optional Accidental Damage Protection and Travel Protection plans. Accidental Damage Protection covers unintentional damage to the property, while Travel Protection helps with trip cancellations or interruptions for covered reasons. AIrbnb needs to do the same! Leaving refunds up to the host is ludicrous and no way to get refunds when it becomes necessary (illness, etc.) to cancel a trip. Thanks.

Airbnb is Wonderful!! We have always used VRBO but decided to give Airbnb a try after noticing a drastic increase in VRBO fees. We had an issue with the property we booked not being as described and after contacting Airbnb, I was met with nothing but kindness and true compassion for my issues. Thankful to Airbnb for saving what could have been a very disappointing vacation. Our Family found another home and Enjoyed the remainder of our trip to the fullest!! Extremely Satisfied and have already booked our next Vacay through Airbnb. :)

Did not want to refund booking balance at first but after jumping through hoops to get it it was still going to be more steps. The card I used at the time has now expired so I added a new card. They told I would need to call my bank and ask how how I could transfer the money out a card that had expired and closed and use the card I added on website. Instead of going through all that I completely deactivated account so now the money will just stay there or Airbnb will find a way to steal it for their purpose. Since they could just write a check for the refund. Buyer beware. If you're going to put it in for a future booking they will make it hard to get it back. If you cancel take all your refund. This has nothing to do with the host.

Airbnb's customer service is appalling. We had to cancel our trip due to the unforeseen government shutdown, and despite our long history with the company, they closed our refund case without resolution or response. Their refusal to even offer a simple credit demonstrates an unreasonable and greedy policy. I will never use them again and urge others to avoid them.

The Bohemian 6500sf Spa 8 bedroom darts sleeps 30. Hosted by Melisa **. This host I contacted because my family and I were looking for a large space to host our family Thanksgiving. I have my family coming in from South Carolina three members that are seniors. So I wanted to make sure it was going to be ok that we were having a family gathering. When I initially reach out, I put my dates in which was November 26-28. This property was the first to come up. Once I reached out to them, they went in and changed the dates to whereas they only allow you to book under a 4 night minimum. That was clearly not there when I first put my dates in for the property, and it definitely would not have been the first property that popped up when I put those dates in.

We contacted the host 10 days prior to move the date. Due disability and sickness, we asked for "Reasonable Accommodation". They denied two times my request to move the date. We were forced to perform a refund and lose half our money. We are on a fixed income and this was to be a very special commitment ceremony. We are out $900. Regarding Reservation code: ** and 1/2 refund (**).

It was agreed that I would not stay at the host, Mary home. Mary sent me a screenshot of her contacting Airbnb directly to cancel my reservation and refund me. Mary continued to message me about her effort to refund me and said Airbnb wouldn't get back for her up to 24 hours, I have screenshots of all the conversation. I went ahead and booked and paid for another place. I saw on my credit card statement that I was charged anyway. I contacted Airbnb and was told by an employee I would be refunded, I have this screenshot as well. a day or two later, I was told by Airbnb that Mary changed her mind and decided to redact her refund without any contact or discussion with me. Being that Mary, a host for Airbnb is an acting business, this is fraud. She lied to me about a refund, waited for me to leave and kept my money.

I have used Airbnb several times and have enjoyed the experiences. Last time, however, my group and I were accused of smoking in the home we rented for a weekend. None of my group smokes, and I denied the accusations. The hosts initially wanted to charge me $1300 for cleaning damages, but eventually reduced it to $260. The request for payment went to their resolution center as I denied that anyone from my group smoked. The resolution center backed up the hosts' claim. Their proof was the cleaning bill. They asked me for proof that I didn't smoke, which I could not provide. There are pictures of my group at the house and none of us were smoking, but sending those pictures seemed ridiculous.

Last week we booked a house in Hua Hin, Thailand, for 25,000 THB for 4 nights. What we found on arrival was an absolute disaster. Right next to our rented house there was an active construction site — Workers hammering metal roofing, cutting materials, and making unbearable noise well past 6 PM. Inside, the house was filthy: dirty sofas, stained walls, dust everywhere, and layers of grime inside the bathroom fans. Even worse, there were two wasp nests right next to the pool, with wasps constantly flying around. I’m allergic to wasp stings, so we couldn’t even sit outside safely.

2 yrs ago my husband booked a place in Chicago for my son and I and himself. His flight was cancelled and he was going to be a day late. Being as the reservation was for all of us I checked in. As the host was giving us a tour Airbnb contact us both and I was told to get out and my account was cancelled. My son and I were literally thrown out on the streets of Chicago with no money or place to go. My account was cancelled and not refunded.

Hidden Pet Fees – My Vacation Was Ruined. I booked a property on Airbnb that clearly said “All fees included” and “Pets allowed.” I also indicated in my reservation that I was bringing 3 pets. Nothing on the listing mentioned any additional pet charges. After confirming and paying, the host suddenly sent me a form demanding $150 per pet. This information was never shown before booking, which is deceptive and against Airbnb’s transparency rules. When I refused to pay these hidden fees, I was forced to cancel my trip, losing time, money, and my vacation plans. Airbnb should protect guests from misleading listings like this. I trusted the platform, but this experience was extremely disappointing and unfair.

Deeply concerned and disappointed with how Airbnb handled a recent report I made regarding a host who attempted to move our communication off-platform—something clearly against Airbnb’s own policies. A Senior Manager was assigned to my case and initially promised to follow up. Unfortunately, that never happened. After several unanswered emails, I called again and was connected to a second manager. Despite my efforts to escalate the issue, neither of them took meaningful action. The case was eventually closed without resolution and without informing me of any investigation results. The host in question is still active on the platform.

They booked, took my money then said a few days later that the property is not available. My money will be returned in 5 to 10 days. Why did they take the money if the property was unavailable? Why can’t they refund sooner?

Airbnb is one of the worst companies to deal with. They collect their fees from both hosts and guests, but when it comes to actual support, the platform is a complete disaster. Their call center and staff are unqualified to handle serious issues, and the level of service is unacceptable. Everything seems fine as long as nothing goes wrong, but once there is a problem, do not expect any real support from Airbnb. They take advantage of both landlords/hosts and guests, and the lack of accountability is extremely frustrating.

I had 1600 dollars taken from me & never spent one night in the rental. This is the most dishonest company I've ever known of. I disputed this charge and was not refunded. I pray you lose in the end for your dishonesty.

We stayed at a cabin that had no hot water. We tried all night and the next morning to get in touch with our host. Since we didn’t want to spend two nights without hot water, we left the next morning, even though we paid for two nights. After I messaged Airbnb to get my money back for the second night, the host decided to respond, telling us it was a breaker issue and he could walk us through it. I told him we were already two hours down the road.

Expect zero customer service as a guest. We had unauthorized entry into our property during a stay and contacting Airbnb via their Messenger channels has set me on a journey through three different chats (all initiated by them) with at least four different representatives- each with a different name, but exactly the same copy/pasted response and zero feedback or motion on the issue. Literally, just the same message over and over again from a "different" name.

I travelled to Birmingham, England and had an awful Airbnb experience, put an honest but fair review and the host got it taken down and accused me of extortion via WhatsApp yet the host was the one who was review manipulating by offering me chocolates to avoid a negative review. They refuse to show me evidence after defaming my character saying they don’t have access. Mentioned that they investigated initially but no one ever contacted me. Spent almost $700 on the home but no successful outcome. The host I stayed at has had multiple five stars reviews and have noticed that any criticism in reviews are flagged down by Airbnb so it’s all fraudulent. Their senior supervisor said there is no appeal process higher than her but she confirmed she had a manager but nothing else will be looked at as they made their decision.

Someone stole my debit card number and used it to book an Airbnb. Airbnb would not release the thieves information to me. They saw that it was not me, and refused to refund my money or contact the authorities. I had to involve my bank and law enforcement. They could have cared less. They protected their person's identity who was staying in a place on my dime, and refused to help me, the victim of theft.

I have rented plenty of Airbnb's without issue, but the moment I rented one with issues, I found out the customer (guest) is not supported at all and the customer service is so spotty you'll be following up with them for months to get any sort of reply on an issue. We rented a cottage that wasn't advertised properly and during our stay we were harassed daily by people on the lake, coming to the door constantly to tell us the rules of the lake as if we weren't abiding them we weren't even on the lake, shouting at us from the street, rummaging through out belongings in our own boat, it was non-stop and insane. Just my husband (a police officer) and myself (a nurse) trying to enjoy a quiet weekend away with our pups....I asked for half the fees of the rental returned.

Language made me think I had 48 hours before the booking began to cancel - Turned out I had 48 hours from booking the house and when I asked to cancel 72 hours after the booking, they told me I was only eligible for a 50% refund. This was over 8 weeks out from the intended date and they would not budge. Airbnb is a SCAM and I will NEVER use their service again. I will use VRBO instead.

We went to an Airbnb in Hollywood Florida. It was hosted by Sacha at 3140 46 St.. There were stains all over the place, no shower pressure, the toilets barely flushed. The worst was the loose tiles around the pool making it dangerous for the kids, and not to mention the pool was absolutely filthy. But that wasn't the worst of it. After we leave, Sacha files an additional cleaning fee of $270 because the couch was dirty. Yeah it was dirty when we came and was just blaming us. He said it was urine, well I can guarantee that no one urinated on his couch. Bad host and there is not much one can do.

I have booked with Airbnb many times and never had trouble, but I recently learned that it's only because I have not had a complaint. I am a fairly easy customer. The house I stayed in was mostly clean in the areas that count, but the carpet was stained, the advertised table firepit had no propane, and there was a crack in the flooring that could have been a tripping hazard: All things I would not have dreamed of complaining about or even mentioning. There were signs in the house, and the host sent messages requesting a 5-star review and requesting that any issues be brought to her attention in a private message. I did not raise any issues and was happy to give a 5-star review.

I recently booked with BRIAN ** in LENOIR NC and his amenities were not at all what he described. The listing says he has a full stove and all he has is a hotplate! That's just one of the many lies he uses to describe this space. We also had ants throughout the entire unit for our stay and he said we brought them in with us!!! Of course we left early and l complained to him and he wrote a negative review saying I was combative and he does not recommend me to anyone else. I spent hours on the phone to get a partial refund from AIRBNB and did two requests to remove his review and had all of the proof and pictures to support the truth and they denied the removal of the review both times that he did on me! Absolutely ridiculous because I had all of the proof! Won't be using AIRBNB again!

Do your homework people, the Internet is a gold mine. Airbnb Senior leaders and CEO normally serve on boards elsewhere. Find that company and email the entire board to get your money back. Worked for me.

The app works well and is easy to use, but I had a bad experience with a trip to Vienna. My booking got canceled because the host said I had to stay one month or more, which wasn’t clear before. Frustrating, but otherwise the app is okay.

Airbnb is the worst company to do business with. They allow anyone host rent their homes/rooms, not vetted by them. It has been my experience with this company that they will allow anyone to advertise their property for rent. They tell you they will protect you, help you when hosts break the law, etc. I have had more than one bad experience with Airbnb. They absolutely do not care about the renter. They only care about the hosts because that's who ultimately is getting them the business. Once you have paid them and you have issues with them, you will not get a refund or any support, they say they care about your safety, etc., but it's all smoke and mirrors, all lies.

I tried to set up an Airbnb account. They are holding my record against me from my background check from over 20 years ago from when I was 18 years old. Apparently Airbnb does not believe in second chances or people who changed their life. This was over 20 years ago. This is the first time in 20 years I’ve ever had my background held against me. Does not give me any faith in Airbnb.

We've had some good stays, but when it's bad it's bad. We stayed at a place with mouse poop on a bed, unsafe brown drinking water that was not disclosed to us prior to the stay, and broken items. When we asked for a small refund, the host ghosted us and wrote a review that we left the place "messy and in need of a deep clean" when it was already not cleaned well to begin with. And our review was taken down, with no indication that Air BnB will follow up with the hosts to require they can't rent it with unsafe water or at least need to disclose. The experience of trying to follow up on the issues was worse than the stay, and not worth it for the good stays.

My son died before the date for his planned Airbnb stay. Airbnb was notified, and they claimed that the funds had been refunded to the credit card company. The credit card company was unable to locate the funds. In the past two months, Airbnb has given me the runaround, and now they claim to be refunding the money, but have not explained why they initially claimed the funds had been refunded to the credit card company. Customers, beware, Airbnb is a jungle. They need to be investigated. You are better off staying in a hotel. BOOK AT YOUR OWN RISK.

My husband and my brother both received contracts as equipment operators after the hurricane and flooding effecting multiple states causing many fatalities. Both my husband and brother joined the teams and traveled from North Carolina, Tennessee, Georgia and Florida. The companies they contacted through covered their rooms whether it was hotel or Airbnb. Because of their past records, Airbnb refused to rent to them. Imagine getting sent across state lines to search for bodies and reaching your destination in the middle of the night only to be told "You not having a bed isn't our problem".

We were recently removed from an Airbnb home for speculation of having a firearm. The home's host used this allegation to remove us because we had reported multiple safety concerns regarding the home's location. We are a legally armed family and store our firearms according to the law. There is no wording in the listing stating we can not have a firearm.

I will no longer stay at an AirBnB. We had an intruder unlock and open our door in the middle of the night during our last reservation with them. We screamed, chased him out and called the police. A police report was filed. Thank the Lord everyone was ok. But of course, we left the AirBnB after the police left since we didn't feel safe and AirBnB refuses to refund the portion of the charge that they kept. The Host was kind and understanding and eventually agreed to refund us their portion only. Horrible business practices and I will definitely never give AirBnB another penny of my money.

I was with my family on my Bro in law birthday celebration. We stayed at 2720 Sheridan St in Hollywood, FL. The place was so nice indeed but only problem is that every bedroom did not have a television in it. The room I stayed in did not have one, so please put TVs in all rooms so night owls like myself would not disturb anyone. Please take my advice and do it.

I had already booked an Airbnb and put down the deposit. Months later, I had enough rewards to purchase 2 AirBnB gift cards to use as payments towards final payment. I looked up to research and it looked like I could add gift cards after making a payment. I put in the first gift card under PAY NOW, which is the only way the credit shows up. It took it and I went to add the second and it showed the whole bill had been paid up. I was using the gift cards to help out with the cost especially with over $700 in fees which would have put a dent in. The fees are getting ridiculous when it begins as a $1200.00 for a week and ends up being $1893.00. Find a better way for people to add multiple gift cards in after initial payment. When I called, they couldn't even help me with adding in the remaining gift card.

Absolutely the worst experience ever. I took my service animal for a three day stay in a rental and my dog had a accident inside that I didn't see and I missed one pile of poo outside due to my traumatic brain injury and my eyes not working as well as they once did. The host Absolutely blasts me in the review and immediately sends to Airbnb customer resolution department. I tried reasoning with the host who is a real piece of work. Also lots wrong with that property and the rental.

We spent our entire evening trying to get help and no one from Air bnb would actually listen or help us. We have been long-standing customers of Air bnb with an impeccable review record. When we called regarding the unreliable trustworthy and validity of the place we were supposed to stay at, no one cared. Where is the humanity, compassion for your traveler's safety. We are traveling to a place we have never been before, and this is a serious safety issue to have zero support or be able to confirm regarding where we were supposed to stay. I do not feel safe when no one is able to confirm anything and just be sent to who knows where, how dangerous. We paid for a room in a nice hotel, that WAS NEVER BOOKED OR SENT TO THE HOTEL.

I have been working on hosting with Airbnb Services as a skincare professional with several years of licensed experience. They have made the process to have a listing written and approved take 4 months, and about 5 business days collectively of my time (uncompensated) while dealing with their incompetent “Services Host Team” and “Copy Team.”

🚨 Warning to all property owners 🚨 Airbnb is not just unreliable — it is unsafe and criminal in nature. They sent a repeat offender into our home (as confirmed by later host reviews) who: Caused serious property damage (water damage to ceiling from reckless bathroom use), Brought unauthorized guests for 9 nights, directly compromising our family’s safety, Left the home in a disgusting and unhygienic condition.

The search engine is ABSOLUTELY HORRENDOUS. Properties go by 4 different names. Using two computers at same time, get different results. Can't search for a property by name. You can't create a trip until you actually book it... How in the hell does a worldwide website with hundreds of millions of users have such an awful interface??

We stayed 3 Nights with our grandkids in June, 90 degrees plus. We stayed at the given property because a pool was one of the amenities listed and pictured A beautiful pool I might add. I messaged the host to make sure the pool was in walking distance. They said yes you could walk or a short drive? Well ok (No not a walk for seniors). Well the pool certainly did not look like the picture. It was covered as if it had not been open all season. And certainly not like the sparkling blue waters in the picture. Probably not the same pool. Well my fault I did not give them my honest review cause I didn't want to complain. In spite of it all we enjoyed the time with our grandkids.

They manipulate data and only allow good reviews to be seen. I had a terrible experience and was cut off when trying to get a refund due to a wildfire. They won't even give you the time of day once they take your money. No one to contact. You can only review your stay, not the company or experience. Once you cancel a reservation you are cut off and not allowed to review your experience in booking or refunds. Specifically, stay away from 38 Mesa St, Mill Valley CA!

Airbnb Can No Longer Be Trusted – Misleading Listings and Poor Oversight. After a recent stay at a property listed as Large Luxury estate located in East Stroudsburg, PA that I booked through Airbnb, I’ve lost confidence in the platform entirely. What was advertised and what was actually delivered were two very different things—and unfortunately, this doesn’t seem to be an isolated case. The listing we booked was presented as a high-quality, well-maintained property. In reality, it fell far short of those claims. The real issue, however, is not just the host or the property itself—it’s Airbnb’s role in enabling and sustaining these kinds of misleading listings.

Airbnb made an unauthorized attempt to charge my card twice, thus prompting my bank to cancel my card, stranding me on a cross country trip. Airbnb will admit no wrong and only claims a friend has tried to use my card.

Had to cancel a reservation because of a head trauma and brain bleed! Called and cancelled two months prior to the event. Operators lied, said owner would not refund my deposit. Owner was NOT notified nor asked! The operator saw I had purchased insurance and said I had to go through the Insurance to get my deposit back. Which I jumped through all the hoops and got back the deposit minus the cost of insurance. Today, a week before the event would have been, I got a notice Airbnb are going to hit my card for the remainder of the trip (that was cancelled 2 months ago). Also was contacted by the property owner as THEY were never notified of my cancellation! This company is nothing but thieves! They kept my deposit, owner was never told of cancellation and are Still trying to take more money!

This review is to one of Airbnb in Canmore, Alberta. I stayed 6 days and that was my worst experience in my life. The house was terrible and covered with dirt blanket all bedrooms. Range hood dripping dirty oil and no vent in shower room, toilet seat too low... It looked 30~40 years old. Also only a small vanity in it, which has no space to put a toothbrush on. Fire alarm was upstairs and dangling in the air... I couldn't sleep at night because Hvac sounded like war zone when heating fan was running. Of course there was no air conditioning. My friend who booked this air bnb. Said she can't leave a negative review because of retaliation from host. Therefore I decided to leave my review on this air bnb. I hope someone to step in to improve or fix this terrible air bnb system we have.

The worst experience I’ve ever had with a company. They have no support system. I tried to book a great venue for my bachelorette. The first request failed because their verification system is faulty and said I wasn’t certified. I went into my account, it is verified. The host agreed to give me a discount to match the rate I tried to book at, which raised after, so I tried again. This time it flagged me as a possible unauthorized party, even though I had already told the host I was having a party and they were fine with it. I called Airbnb for help and they told me they couldn’t do anything but would submit it to a specialized team that would respond in 24 hours.

I had a recent stay at an Airbnb in Denver, Colorado that was awful. The house on 50th Drive in Northfield clearly was not maintained. Upon arrival, the garbage disposal did not work, a blind in a bedroom was broken and did not open, the back door handle was falling off, the freezer drawer handle had been temporarily put back on and broke, and we had no hot water for five days. The landlord was initially responsive and then started to accuse us of deliberately causing damage. After the fourth day with no hot water I rang Airbnb to find out what our rights were, if any, as tenants.

You are a fraudulent company!!!! I have tried to reach out to your company for the last 4 yrs. I booked an site with you in 2020/ rep alfredo **. He booked site, I sent a $1500 deposit for stay. He never returned my calls. I was never given my reservation confirmations. I left multiple!!!! Message to contact number provided with no response. I have attempted to request refund from your company or a response to resolve this problem. No response. You are thieves!!! Can someone please respond. $1500 is not money I can just let go of!!!. I will continue to give negative reviews on your company until this is resolved or you at least respond with live person to discuss this. Yelp will hear from me when I am in the mood to submit another review. Horrible. Horrible. Horrible. Wow!!!! If I could give a negative zero I would ...

Airbnb claims to offer resources and support for host, however from my experience so far they will always take the side of the guest, including refusing to remove a false and retaliatory review left by an individual whose family stayed at the house, but he did not. They left doors open, the house unlocked, the Home trashed and when asked to pay an additional cleaning fee, they left a retaliatory review and refused to pay the fee. Airbnb did not back us up in collecting any additional funds, nor would they remove the review.

Airbnb resolution support is a joke, we were falsely accused of damaging a TV. I provided proof that 3 other entities had access to the condo after we left including a TV service. We also sent evidence of past fraud by the management company. Yet it was determined by their resolution staff that we were the ones who damaged the TV, no recourse available for us. Beware of using Airbnb.

We have used Air B and B for years but no more. Our host made us endure a 45 minute speech by her. We had driven 5 hours and just wanted inside to rest. She would not give us the code or leave us in peace until we endured what she called a tour. The host went into a long speech about how her family will not talk to her. We just wanted to get inside after our drive to use the restroom and rest.

I had an atrocious experience with Airbnb when I arrived at a property that was misrepresented in the listing and was completely unsanitary. The couch was completely soiled, debris was all over the floor, there was trash tucked in the convertible bed, there was pubic hair in the drain, and there was a strong odor of marijuana. I left the property within 10 minutes as it was not as advertised, nor suitable for my family and I. I elevated my concerns to the host and Airbnb. I was complied with Airbnb's investigation by providing photo evidence of the property and a recorded statement.

We have rented multiple properties through Airbnb over the last 10 yrs. We have never had a single issue till last week. We rented a cabin in Myerville MD. The dates were 7/6 - 7/13. The cabin sits on a large property with the host's house and a business. The business is open Thurs-Sunday 4p-8p. We were told, by the owners, that the traffic from the business would not affect us (our cabin was at the very back of the property). The first night we were there, a customer attempted to enter the screened in porch of our cabin. Informed the customer that the cabin was not part of the business (not for public traffic). Fine, they leave. Mon-Wed were fine since the business was closed.

Airbnb does NOT care about the people who rent from them nor do they care about providing safe places to stay!!! I rented from a property from a different site but this particular place I found from airbnb first. I found it cheaper and used a different site. Well my CHILD found a bag of DRUGS where the kid's toys, puzzles and board games are!!!! I took video and pictures. When I confronted the owner he told me this isn't the first time this has happened!!! He also told me he and his wife were the ones to clean my cabin!! What kind of place doesn't make sure DRUGS aren't in their cabins?! Well on top of that, there were wasps and wasp nests in the patio area, ants in the bathroom and kitchen, and wood railings that are unsafe and falling apart and there were wooden steps that completely fell apart!!!

We stayed at a home in St Petersburg, Florida. Airbnb's accountability for their Hosts detailing all information pertaining to the proprieties listed is poor & their transparency on how claims are resolved is vague. We experienced a sewage backup during our stay & the host filed a claim against us. The service tech for Roto Rooter assured us that this was due to old plumbing, that needs replaced, & that this has happened before & will continue to happen until the Host addresses the problem.

Great location with a beautiful view!!!! Airbnb awful. We drove 9 hours to get to this place. Check in was at 4pm. We were exhausted and couldn't wait to take a shower, eat and go to bed. When I opened the door the first thing I saw was a pile of dirty towels. Then to the left was the bathroom with a dirty towel on the sink. As I proceeded into the unit I found the bed with dirty sheets piled up on top of it and an old dingy box spring. I sure was not expecting this after a 9 hour drive. I called the manager and told her how I found the place. I told her it was gross. She told me I could go somewhere else, so rude. Good thing we didn't show up at 9pm or the office would have been closed.

The house we rented didn’t have central air conditioning only two small window units that were for the bedrooms, and entire house. It reached 80 degrees inside that caused my family heat related issues with exacerbation of asthma. Totally not expected. The Airbnb support saved our vacation and we were able to find another place at a hotel with our refund and an additional 100 dollars for our inconvenience. Unfortunately, the host when notified didn’t accept our concerns until we sent pictures that confirmed our concerns about the window units. Lesson learned to read carefully and not be distracted by the pictures of the Airbnb. The house was nice, but the maintenance of the air conditioners and filters were in very poor condition and filters we had to clean. The Support team understood and we enjoyed the rest of our vacation in a hotel with cool air.

Absolutely no customer support. I had a terrible experience with a host, and Airbnb’s response was to ask me to work it out directly with them—burning through the only 72-hour window they offer for support. After 72 hours of being mistreated by the host, Airbnb said they could no longer help because the time had expired. Completely unacceptable. This was my first and last time using Airbnb. Never again.

Airbnb connects two parties together creating a win/win for a property owner and renters who are looking for a unique experience in travel that hotels can’t match. On the front end- navigating the app, filtering for finding properties that meet your wants, and openness with reviews from previous customers- Airbnb is great. In the event that you have an issue with a property Airbnb steps in as an arbitrator. In our case, they failed. We rented a home for a family vacation through them and encountered a significant plumbing issue. At any time a home can have an issue. The key is how do they respond and how does the final resolution sit in the win/win environment.

I booked a place and eight days later, two weeks before I was booked to stay, I had to cancel for an illness in the family. Airbnb did nothing to assist. They leave it up to the host and support the hosts decision as to whether or not you will get a refund. The worst part is the host can book someone else for the same days that I already paid for. So even if someone else books the same days, the host and Airbnb keep the money from both transactions. I am closing my account.

I have been using Airbnb for years…. Over 27 stays and have never had a problem until now. I rented a place and had nothing but problems from the start. I wish we could put in pictures to show the justice. I walked into the home and immediately the first thing I saw was overgrown grass up to my 6 foot tall husband’s waist into the stomach with abandoned shopping carts everywhere. They said we would have use of a patio. That was a lie. The entire property reeked like animal urine, and you could see spots on the carpet and on the couch, where there was obvious animal urine. Outside of that there was food left in the sink. There was food left in the microwave. The entire floor was gross. I believe this just touches the surface of everything that I encountered and that my children were forced to sleep in the animal Urine smell because I was told by the host to just use for breeze we didn’t get in until 11:30 PM so we had no choice but to sleep there.

Incomplete and incorrect instructions to comply with mandatory updates by hosts is extremely time consuming. If a call is missed then you will wait days for another call back and there is no way for a host to reach the one people who has been assigned to resolve Airbnb’s software change issues that prevents the host complying with the new requirements.

I was very disappointed with Airbnb’s customer service. They clearly sided with the host and offered no real help in resolving our dispute. I had to cancel my booking due to the ongoing conflict in the Middle East, yet Airbnb couldn’t even get the host to respond. They didn’t consider the war a valid reason to cancel, which I found incredibly unreasonable.

AirBnB - 714 Jeffries Rd., Black Bear Lake, CA. The owner of this vacation rental uses deceptive practices. First the home is much older and run down than the pics on the site would indicate. There is no fireplace, she replaced that with a small wood burning stove (which I never had used). Half the outlets in the house don't work, air filter and cover kept falling down from ceiling, multiple things were broken and the porches were filthy and covered in spider webs and insects. Mold on the ceiling of one bedroom. There is no working Wii system. Not only do you have to clean the place, you have to haul your own trash away. And that's the best part.

The most disappointing lodging experience of our lifetime. We booked lodging in Ireland via Airbnb, but were unable to actually locate it due to vague and misleading info from the host regarding location. We had no choice but to seek alternative lodging at the last moment at considerable additional expense. Be aware that Airbnb removes negative customer review content from their website, thus the reviews you see on their website have been scrubbed in order to create a false appearance of customer experiences. Very dishonest, very deceptive. Never again.

I had a recent experience where I booked an Airbnb listing that was misrepresented in key ways: the internet was unusably slow (2 Mbps on a good attempt, failed entirely on others), the grass was overgrown well above local safety recommendations (posing a tick hazard), and the host admitted the Wi-Fi often needs to be manually reset in a shed — a recurring issue.

Awful awful awful company. We rented a place for a week in Lake Tahoe for our anniversary and upon checking in, noticed a terrible smell. We opened the windows and turned on the fan to air it out while we unpacked to air it out and it would not go away. We couldn’t spend an entire week in a place that gave me a headache after an hour of airing it out and so alerted the host of the issue and that we were going to cancel the reservation and book a hotel. The host and Airbnb are refusing to give us a refund and so we are out $2k. Their site will also not let me leave a review on the unit to warn future renters. We will never rent from Airbnb again.

If I could give no starts I would. I've been a host for about a year and a half and they are the worst company to deal with. They have amazing employees that can't do what they know is right because of the companies BS policies. I can't warn you enough to not rent your place with this company. I can't wait to complete my ford reservations and NEVER use this company again, in any capacity.

Great customer service! Highly recommend. I've been a super host for over four years. Airbnb always pays reservations on time and their records are accurate. Their customer service is by far the best compared to any booking channel. Their systems are easy to use and intuitive. The website and app have great functionality. Most importantly, over 75% of our bookings come from Airbnb!

I was very disappointed with Airbnb customer service. First, I wanted to use more than one gift card on my reservation. I was told after I had purchased multiple gift cards that I could only use one gift card on a reservation. I am not sure I understand why, gift cards are supposed to be as good as cash. Second when I went to apply my first gift card it paid my balance in full. Then when I asked for them to reverse my credit card charge, they said they could not do that because I used the gift card, so it needed to be paid in full. Very bad customer service! I think they should have it posted when entering a gift card that you are allowed one per trip. I still don't understand why they couldn't reverse my credit card charge since my balance wasn't due for another month. VERY UNHAPPY WITH CUSTOMER SERVICE! It is a shame because so far, I loved all the places I have stayed using Airbnb.

Our Stay at The Howard Bungalow was incredible. It is located in Jacksonville Florida. Mr. ** the owner was very helpful with directions and suggestions of places to eat in the nearby area. It was a breeze to check in with keyless entry. The house was spotless and the decor made us feel at home. Will stay there again and recommend to family and friends.

Airbnb is AWFUL! Do not use them! This company's actions are immoral, egregious, and punitive in nature! We rented a home in another country for 5 days but, before we could arrive, a passenger on the plane had a heart attack and our flight was delayed 24 hours. I IMMEDIATELY notified the "host" of the property AND Airbnb that we would be arriving a day late and could not take possession as intended. It has now been THREE MONTHS and I have not received a refund from either the host or Airbnb! The representatives in the call center continue to say my request is "pending" despite numerous calls and chat messages. Their call center is located in India (judging from the various people who answer the phone) and this company has NO chain of command. I am never allowed to speak with whomever the case is "elevated to".

I booked "The OC Carriage House", with Daniel as host in Cleveland, a month in advance. There was little to none communication from him leading up to the day I was to arrive. I was travelling by car from Chicago and knew I would get in late and requested he send me the access code to the door before I arrived. What he sent was "Daniel1982". When I got to house from a long day of driving, first I could not find the house because there was no identifying address on the place. Then when I stumbled upon a garage with an access pad on the door, I realized "The Carriage House" was not a house, but a garage. Then the worse part was that I could not get the code to work... The door would not open no matter how many times I tried it.

I booked through Airbnb and faced serious safety and hygiene issues: a broken door lock, non-functional plumbing, and cockroach presence. The host falsely claimed repairs were made. Airbnb redirected all responsibility to the host, refused to escalate the case despite photo evidence, and eventually closed it without resolution. They also denied me the ability to record support calls for documentation, despite recording them on their end — a legally contradictory policy under Delaware law. This is not just about a refund — it’s about systemic irresponsibility. A full report has been filed with the FTC (Case #**) and the BBB. Structural documentation available upon request.

The unit was nice. The bathroom needs updates. The faucet and fixtures was dirty and dusty. The tub was not clean and stained. There was no door or curtain for shower so water got everywhere. The towel rack was hanging from wall. Couldn't use it. Not to mention the construction we were not made aware of prior to booking. It was so loud it sounded like the construction was right in your unit. The building was falling apart. I have pictures but not sure how to post on the review. Airbnb removed my review from their site..Be careful when renting with Airbnb.

Airbnb canceled our reservation at 1:00 AM — not the host — leaving my family, including my elderly father with serious medical conditions, stranded in the middle of the night with no shelter, restrooms, or assistance. Airbnb provided no alternative accommodations and told us to find a hotel ourselves. We incurred unplanned hotel costs and endured serious emotional and physical hardship, especially for my father. Despite this being a direct failure by Airbnb (not a host cancellation), they offered only $125 — just 20% of the reservation cost. I’m demanding full reimbursement, appropriate compensation, and a formal apology for this unacceptable breach of duty and care.

I am utterly dismayed by Airbnb's handling of a fraudulent charge on my credit card. Despite my clear explanation that I did not authorize any bookings, Airbnb insisted that the charge was likely made by a family member or someone with access to my card. This baseless assumption is not only insulting but also completely unfounded. Airbnb's refusal to investigate the matter thoroughly and their reliance on generic responses is unacceptable. They have shown no regard for my concerns or the potential security breach. This experience has shattered my trust in their platform, and I will never use Airbnb again. I strongly advise others to be cautious when using Airbnb, as their customer service and fraud prevention measures are severely lacking.

I would give them 0 stars if it were an option. I created an account, verified my ID, then messaged a host about my upcoming stay. The next day I got an email stating they have removed my account and I would not be able to create another one. The worst part is they won't even tell me why! What could I have possibly done?! Outrageous and unprofessional. I do not recommend. This has ruined my sons 18th bday surprise!

Airbnb is abusing us as a host and when the guest calls they immediately take care of them and canceling reservations and take the host funds immediately. There's no consideration for the host and how much they invest in the property and how hard they work to get them the business.

Paid for my rental 1 year in advance. Drove 14 hours to my destination only to find out that the property was sold 1 month ago. New owners know nothing of the rental through Airbnb. Now what? We’re stuck!

Horrible company, banned my account for nothing, then upheld the decision. Will all the other horror stories I am hearing about this company, I am glad to not be doing business with them. There are plenty of other, better, sites to use instead of this one.

I booked an Airbnb for son's birthday. I haven't booked an Airbnb in about 3 years so I couldn't remember my login, so I used my Gmail. When I tried to confirm my phone number, it didn't work, so I grabbed my work phone and confirmed. I uploaded my ID and took a selfie and wrote the host a letter about how excited we were. I then find out that Airbnb took my $647 but locked my account and banned me because I "misrepresented myself". Then I call panicking because the party is already planned and they tell me 7 to 10 business days before I get my almost 700$ back. All of this because I have a business phone and personal phone. Seriously.... I will NEVER EVER use Airbnb again and will tell this horror story to everyone I know. This is pure incompetence.

Did not have a good experience with a rental through Airbnb. The owner canceled our reservation while in the rental blaming our unit for noise and cops being called when it was the unit above us. Airbnb enforced them kicking us out and giving us 45 minutes to get out. Airbnb did investigate further but after the fact of ruining the weekend. They gave us a refund however when it came time to leave a review the owner of the rental was allowed to leave a review bashing us but when I left a review letting people know how quick they were to judge and kick us out, my review was DENIED!! That tells me everything! Can’t trust any of the reviews as they only accept positive ones. Biased company only allowing one sided reviews! Company can’t be trusted and will never use again!

I've been a loyal Airbnb user for years and have always had great experiences — Until now. I booked a stay and had to cancel just 3 hours later. The check-in was still days away, no services were used. Despite this, the host refused a full refund and Airbnb simply said there was “nothing they could do.” The platform hides behind policy and offers no protection to guests when a host chooses to be inflexible — Even in clear, reasonable situations. I asked for a gesture of goodwill (like a credit), but even that was denied. Unfortunately, this experience has shown me that as a guest, you're on your own when things go wrong. I've lost trust in Airbnb and won’t be booking through them again.

If you are in recovery and try to use Airbnb, be aware that they are unsupportive of individuals in recovery. They do not openly advertise that they conduct background checks and can cancel your reservation at any time. When you reach out to inquire, they may respond with, "I can't talk to you about this because you are banned," which puts you at risk of not having shelter.

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

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

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

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

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

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

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

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

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

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

We had an extremely horrible vacation booked through Airbnb. Reaching out to Airbnb for help and resolution was nonexistent!! We were forced to endure horrible conditions, and prior to all proof and consulting with both visitors our case was closed! Airbnb completely disregarded us!

STAY AWAY! I am a host, tried to get reimbursed by their policy for a mess left by their verified guests. Two weeks later, after endless calls, emails, and messages with a mysterious overseas CSR - got 2% of the damages. Shame that they are so popular.

I have rented many times through Airbnb. The process for renting and working with a host is easy and usually goes very well. Airbnb's web page says they are there to help you if there is ever a problem. That's where it all falls down. Due to an infestation at my last rental, I asked for a refund. I followed their online process, contacted the host, waited the required time for a response and then requested assistance online from Airbnb. Weeks of waiting, calling Airbnb, receiving emails thanking me for the call and "since you didn't need anything else, we are closing this case", followed by more calls and THEN seeing that my case was resolved online.

I booked a reservation thru Airbnb. The card I used to hold the reservation was hacked so when I logged on to change my card I discovered my reservation was cancelled. Airbnb cancelled it not me. Airbnb refuses to give me a refund for the $352 and some change because they said they emailed me. I never received any emails. I’ll take responsibility for missing the g for gmail but they had other means of communication. They had my cell they had Airbnb messaging and they didn’t use any of those. I called customer service and they were extremely patronizing and told me they couldn’t find a supervisor to speak to me. I will never use Airbnb ever again.

Airbnb "books" places in Israel...But all of the hosts never respond; not sure what is going on....Have tried to book multiple places there, but the host never seems to reply. Very frustrated with Airbnb.

I will never use Airbnb again. I tried to book a place for my birthday weekend and had been in contact with the host and couldn’t wait to book. When I tried to book, the app flagged me as a “potential party risk” even though I had never booked with them in the past. They made a prejudiced judgement and completely blocked me from booking. I talked to the host and they were frustrated as well. Worst app ever. Luckily I was able to book through VRBO and had an amazing weekend. Never use Airbnb!!

I am right now in the process of trying to resolve a problem with a cancellation problem that is 100% the making of Airbnb, and it has been a nightmare. Instead of refunding my money, they charged me again! And they charged me $300-plus for a reservation I never made. And now they want me to send a screenshot of my credit card statement to them for THE THIRD TIME. One of their reps said she would call me back, and she never did, and when I speak with their reps on the phone it often seems like they're not listening to a word I say. God, I hope I never have to deal with this company again.

Airbnb allowed a host who had breached privacy rules cancel my reservation. I had proof she invaded my privacy and that she lied about house rules that she claimed I didn't follow (she claimed I brought a pet with no permission, but I had airbnb message proof thata she approved thw pet in advance). After she canceled my stay she told airbnb I violated privacy policies, and even though I proved that she did, they canceled my account. Airbnb has gone to the toilet. Use VRBO

Horrible experience using Airbnb. House I picked was nothing like the pics or description. Air BnB collects their money and will not refund you when you have proof of false advertising. I would not recommend using this company unless you are sure of what you are purchasing. I will stick with hotels.

Spent almost 10k for 1 month. Arrived w 2x4 lodged into back patio because the lock was broken. Absolute safety hazard. On day 3 waited from 10 am to 745 for contractors. Broken lock couldn't be fixed so locksmith put a deadbolt type lock that was very difficult to open and impossible for my 85 yr old mom to open. Place was dirty w dirty bedding towels, mold in laundry and an indoor camera which is against AirBNB policy. I wanted a refund for 3 out of the 28 days as I had no vacation or those 3 days and had to wash all bedding, wait for contractors and wash gross dirty towels.

The worst renting experience of our lives recently. We reserved a unit in Phoenix over spring break, were looking forward to the trip as our family takes 1 a year. Drive the 4 plus hours to the unit to be met with an unclean place. Dirty counters, trash in the trash cans unmade beds, and the kicker a bag full of drug paraphernalia, a tray with a white powder on it straws..mind you I have my family with me. My 3 kids, wife, and my son's girlfriend. I've included the pictures we took before we left the unit because in my 43 years I've never known a drug addict that's far from their drugs. Wouldn't have been surprised if they were in the closet. I've also included Airbnbs response to our claim. Plus the resulting action of them removing my account because of a criminal past of mine from 18 years ago.

Everything looked great in the photos. However, we found out we indeed are not alone! He lives in the basement with his mother who is confined to a bed who he leaves alone all day and falls out of bed. Hear banging from downstairs as if someone is trapped often. He is able to control the heat and air and does by his phone. Spies on you while living there. Holds your mail if he gets upset.

Worst customer service in the world. I have been chasing them for the past 5 days! 5 whole days of my life to get a refund. At least 5-6 phone calls per day. 20-30 min each one. Being sent over from one supervisor to another. And yet NO ONE can help. I have never had such a bad experience in my life. If I could give them a negative score and not zero I would. Just horrible.

Hosts are making false claims. They take pictures of damaged property and send it to resolution department for claims. It's not the property you stayed in. So take pictures when you enter and leave the property.

They're the worst. I've opened 17 tickets in the last month because they are withholding tax information and have locked me out of my account, meaning I can't access any account history either to piece it together myself. I was a superhost for over 6 years prior to this, and working with them is like pulling teeth. Prepare for EVERY employee you speak with to be overseas, and for their communication to be limited to 1am to 5 am. Insane.

Beware before booking with Airbnb. After not using them for 2 years, I booked a night in Austin last night. I booked an airstream camper. First it said it was in Austin. It was not. It was 25 miles from Austin. Second there were I think 5 campers and the photo in the listing was nothing like my camper. The door was wide open when I arrived almost 3 hours after check in. When I went inside it smelled like urine and what I guess were suppused to be beds were unmade stacks of foam. It was gross. Chickens running around, we're in Texas out in the country and you leave the door wide open? Long story short airbnb resolves it and refunds me. Then they encourage me to try again and give me a $50 coupon. Great!

When I advised my host I was leaving 3 days earlier than planned she told me to contact Airbnb. They sent me an acknowledgement of the date change plus an upcharge of $3800.??? Really sketchy behavior. Will never use Airbnb again.

Let's start with the positive. I like Airbnb because I travel constantly and it's nice to have a whole house to rent but that's about it. I dislike the insanely high fees and taxes. I feel as a guest I should not have to pay 500 bucks for a host fee. Also hundreds of dollars for a service fee. Just that doubles the total budget. And why for the love of God is there no quality control. There needs to be a standard when it comes to basic amenities and cleanliness. I'm tired of the surprises behind every door. And when I don't leave a five star review the hosts are outraged. I shouldn't have to pay to spend my time cleaning someone dirty home or bringing my own cookware and sheet. I'm fed up with dirty used furniture, worn out mattresses and just the general grunginess. Need quality control. And lower fees.

We arrived in Tulum, Mexico for our first vacation in 3 years. We booked a beachfront hotel in Tulum. We are both ER nurses, so we both needed a break from the stress. We received correspondence confirming our booking. We were told check in was only possible after 3pm. We arrived at 3:30pm to be told by the receptionist that they did not have our reservation and they were booked completely. She also noted that this happens often with Airbnb.

Do not advertise your house on Airbnb, I learn my lesson, customers came, did a huge party, requested a refund after they checked out and got their full money back, stayed for free for 7 nights, damage all my house, left me a 30.000 dollars damage, Airbnb host guarantee paid me just 500.00 and refunded the customer for the 7 nights, I hosted for free and got all the damages on my properties, be aware, do not host on Airbnb, do not advertise your house on Airbnb, avoid Airbnb hosts, this is a done game, Airbnb is just grabbing customers back and customers are just dirt bags trying to get a free stay. Do not advertise your house on Airbnb!

2. Please note that as of the time of this posting I have delisted my home from AirBnb given my experience with them. I also rejected their meager $200 compensation for a guest who left my house mid stay and then planned to re-access it after leaving. As such, I have no skin in the game other than to share how airbnb really treats their hosts. Note: I was a new host with 2 prior stays both receiving 5 stars. My third stay is where I saw the company's true colors. Every word of what I said is documented with exchanges between myself and the guest and myself and airbnb via screenshots.

My host cancelled 4 days before with no explanation. I want to give her the benefit of the doubt, maybe there was a family emergency. But the customer service was HORRIBLE after that. I had to ask for a discount for the inconvenience. They offered a $69 to rebook, a 5% discount which is not an acceptable amount for the inconvenience this called. I was about to take off for an international flight so I rebooked a new place quickly that the customer service shared with me that they told me was the same area. I lost service on my flight and then the next day when I had service, I went to look at the Airbnb and realized it was not the location I wanted. In California, it says you have 24 hours to cancel as long as the booking was 72 hours before (which mine was).

Misrepresentation in the description and only to find out after the booking and its cancellation clause for no refund policies. Did not receive any support from Airbnb when the discrepancy was addressed, and we expressed that we would not have made the booking for the long stay had we known the condition and we requested a full refund. We even provide the proof for the discrepancy and it they tried to wiggle around it. A very unethical practice. It is apparent they support their hosts and false information within the listings are not against Airbnb rules. Never again! Rather stay at a hotel or even a cheap motel instead of getting involved in a legal entanglement with Airbnb and its hosts.

"Keep in mind others come to our site to research brands before they make a purchase. Helpful reviews are factual, correct, and give detail of what your experience was like start to finish." This is what is expected when leaving a review. And that is where my problem lies with Airbnb. As an Airbnb host, Airbnb and does not take these exact words into consideration when a guest leaves a review that is not in fact factual or a correct representation of what occurred. I have now had multiple reviews left for my property by Airbnb guests that were defamatory and not factual nor representative of the actual experience of a guest.

I have a home near Leadville Colorado that I rent short-term during the winter months. I have an ADT security system which I don't use when not occupying the property myself. Airbnb released my guest from his reservation and posted a very negative review of my property. The reason? The guest thought he was being spied on by the ADT security panel.

Airbnb (not my host) cancelled my reservation at the last minute with an automated message: "You told us you'd rather cancel your reservation than finish the last step of checking that you're really you". However, I did not cancel nor was I asked for any ID verification. When I contacted Airbnb, I was told "the computer did it". When I escalated to a "specialist", I was told that Airbnb was having trouble with the host over unresolved safety issues. They recommended three alternative properties that were poorly located and hundreds of dollars more. When I complained, they offered me $20 discount on a $584/night property. All this caused me cancel my trip (and volunteer role). BEWARE!

We booked and Airbnb (for use the following day) that advertised their price a TOTAL of $302 plus taxes in their main page. So we went ahead and made the reservation. I then looked the received and read that their were FINE PRINTS stating that an additional $208.50 would be charged before arrival. Within less than 15 minutes from booking, we canceled the reservation due to the extra HIDDEN charges. That is when we received a notification stating that we would be refunded only $80ish back due to this being a non-refundable reservation.

I needed to book an Airbnb rental home due to evacuation orders related to the L.A. fires, estimated to last four nights. However, an hour after arriving at the home, the order was lifted and power restored to our own home. We left the Airbnb rental within two hours. Due to what I see as an unfair Airbnb policy, the host was allowed to pocket the full, expensive payment covering four days without considering reasonable fairness. I told the host that I’d be happy to pay for cleaning and even for two nights, but that was not enough for him. Unless he got someone to fill the remaining reservation, there would be no partial refund. Airbnb policy protects hosts, but not customers. Also, I wrote a review on my experience on an Airbnb website, almost identical to this review, which they would not allow to be published.

I had a terrible experience with this platform. I was overcharged due to an issue with their system, and when I tried to resolve it, customer service kept passing the blame between them and my bank. I was promised a credit, but when I rebooked, the credit mysteriously disappeared, and I was charged even more. To make things worse, I had to cancel my reservation because of their mistake, and they still charged me a penalty fee. When I contacted them for help, they closed my case without offering a real solution. Absolutely no accountability, terrible customer service, and hidden fees everywhere. I wouldn’t recommend this platform to anyone.

I’ve gone on several trips with the Airbnb and experienced wonderful host. This is the first time I’ve needed to contact customer service, though. Since January 16, I’ve been waiting for a refund on an Airbnb trip. I am following the rules and guidelines and have reached out to customer support for assistance. Each time I inquire I’m told that it’ll be somewhere around two weeks more to receive my refund. I still have yet to receive it. It’s for almost $600 and this is more than a little inconvenient. Customer service is very polite in their communication to me, but the money is still not there. I could not in good faith Use the service again.

I used Airbnb in Porto Portugal in Dec. 2024. I paid $1,077.60 for a reservation. Later I cancelled my reservation, and they kept the money. Disputed this with my credit card company. The response from Airbnb saying I didn't cancel. I sent proof from my account showing that I did cancel and would refund the money, but I never got a refund but was told that I now have a credit for further use. This was just one of 3 cases where they took my credit card and charged thousands of dollars without authorization. Stay away from Airbnb.

I was told that if I reported a listing for damages and for being fictitious, that I would be protected and host could not post against me. Now I have a defamatory, false post claiming I was intoxicated. I offered Airbnb, to take a drug or alcohol test to prove I wasn't, yet host's comment is still on my profile with fake accusations. My post included pictures with facts, to protect other upcoming guests from items listed, that are NOT in apartment. To prevent them from getting scammed by electricity charges, not mentioned on Airbnb listing or via checkin host. I reported items not provided or listed by Airbnb by host and damaged as an act of good faith. You don't know, unless we tell you. Property owners and host may also not be aware unless informed. You can't fix what you don't know. Now, my name is destroyed.

I wanted to surprise my 3 kids and find a house close to me so we could all watch the Superbowl game together. I've been saving up for this little staycation and took off work. When I tried to book the house and ready to make payment, it said payment couldn't be processed. I reached out and they said they would reach out within 24 hours. They never did so I finally did. They then messaged me at 11 pm saying parties were not allowed. Never was going to have a party lol, just wanted somewhere to bring my kids that was safe to watch the game. 🙄 I will definitely not use this service in the future. They also need to not put adults as 13+ when trying to book. My kids are 14, 15, and 17. Definitely not adults.

I had an extremely disappointing experience with Airbnb that has left me frustrated and concerned. During my stay at a property booked through Airbnb, a large tree branch fell and damaged my car due to the host's lack of property maintenance. The situation was not just inconvenient—it was dangerous. The branch fell in a high-traffic area where children were present, and it could have caused serious harm if it had landed on someone.

Never again, every time we stay at Airbnb, we get a dirty house, crooked floors, cheap thin mattress, hair everywhere, broken appliances and last stay had feces in front from broken sewage. Which we had to smell and pay full price for 6 days!! Refused us repairs, credit, nothing just eat it. Note!!! You can't sleep on cheap mattress you slumlords!!! I will stay anywhere other than a overpriced airbnb. What's up with the "were not allowed to leave a review after our stay". How weird..no reviews allowed???

Airbnb allows the host to do anything, so long as the host has some good reviews. A lot of these places do not look the same as the photos. Also, a lot of these places aren’t clean. See image of bed bug bites. No refund was given to me at all.

Beware: Hosts can claim you damaged something that you did not and Airbnb sides with them. My wife and I have used Airbnb for over 10 years in at least 6 different countries and never had a problem with hosts claiming damage against us. That changed with our latest stay. A wooden chair at the rental had its leg snapped off clean, but when we got there the chair was propped up on the broken leg to look as if it was undamaged (which is dangerous!). My wife sat on the chair and of course the leg didn't hold. My wife messaged the host and sent a picture of the chair and leg within an hour of our arrival at the unit so we'd have documentation that it was already broken. The host seemed understanding so we set the chair aside for the rest of the stay and didn't think much more of it.

Here’s what happened: I stayed at a property that was less than satisfactory, with issues ranging from a persistent odor to non-working internet and TV apps, and an uncomfortable bed that forced me to sleep on the couch. Despite this, I remained polite and accommodating. I mistakenly believed I booked for two nights but rushed out early the next morning due to an urgent phone call I received, unintentionally leaving behind my blanket and pillow.

My Worst Experience on Airbnb. Unfortunately, this has been the worst place I’ve ever rented through Airbnb, and what makes it even worse is that Airbnb enabled this situation by allowing the host to rob me despite my status as a frequent user of the platform. The host, Lacy, proved to be an unprofessional, aggressive, and rude person. She seemed unable to handle constructive criticism and reacted inappropriately to my observations about the condition of the property.

Airbnb works well if you select the appropriate operators. If not, Airbnb support is totally ineffective, time consuming, and will cost you money if you are waiting on their reply. I'm yet waiting on a reply, more so than an automatic email message indicating, "someone" haha is working on your issue. Who? When will they respond? How will I be contacted? And no, Airbnb fails to provide you, "someone's" contact information. You can try calling, however, the automated voice response system, by design is quite inaudible and very robotic tone/voice giving instructions if you choose to listen to it a number of times. I gave up.

Do not buy cancellation insurance. It doesn’t work. You won’t get your money back. I probably won't use Airbnb anymore for this reason. Even if a family member is critically ill so you can’t travel you won’t get refunded.

Terrible customer service, I was a host and leave the platform, they always stay on the guest side and make a lot of headache for hosts, many scammers, long calling time...I think it's worth platform....just go away.

Came to check in to my cabin evening of 23rd of December just to find that people were staying there. The host that advertised on Airbnb (host operate as a rental company as well) had known about the issue but done nothing to resolve it. We were left to our own devices with no assistance from host. Called Airbnb and no help given to rebook and no offer of compensation. We were left with a ruined Christmas holiday. Had to find new accommodation myself that was significantly more expensive. Airbnb after 2 days of dealing with them offered a fraction of my additional cost as a voucher to use with them for the future. I’m still about 1000$ out of pocket and they don’t care.

Airbnb allows bookings to be made under someone else’s account, which creates issues. I had a guest who booked under his mom in law's account for 4 people, but at least 20 were in and out of my home. Airbnb has all the evidence, yet unqualified case reviewers are handling the situation, and I can’t get assistance from anyone based in the U.S. Their systems are archaic and they are just a money grab.

The property and the host were both great. It's Airbnb that's the problem. After writing a review they give you an opportunity to send a "private" message to the host. I did so, and immediately received a response from Airbnb regarding the content of the message. When questioned, they still claim they don't read these messages, but their system does. Same thing! They continued lying to me via emails and on a phone call. Airbnb doesn't care about your privacy, and they double down on their lies. Don't use them.

Very disappointed that Airbnb allows corporate policy to overrule common courtesy after making a mistake. When Airbnb double booked my reservation, and cancelled my booking weeks after it was made, I only requested that they cover the difference between my original booking and a comparable new reservation. However, they refused due to "policy", and I'm stuck with travel plans and activities booked but no accommodations. I doubt I or any of my friends and family will be using Airbnb again after this.

Booked home in Nashville which had very nice photos of the inside so gave a very nice impression. However, when we arrived area looked very sketchy. Home next door was all boarded up like a crack house. Never made it inside. We left and booked much better place. Only had received a small refund. My problem is that they declined to post my review of the place which was all bad but mentioned the area. So lost most of my money and failed to warn anyone about the area. All bad. So host and Airbnb would continue to mislead. They ended calling me to tell me that they couldn't post my review. Nothing positive.

A guest made a bogus claim against us to get out of their reservation early and a refund since we had a strict no refund policy. As a result, Airbnb did not disclose any info about the complaint in order for us to properly respond and with nothing more, removed us from their platform and canceled all the reservations that guests made with us without any explanation.

I tried to upload my ID three times, they made me jump through hoops, asking me to upload a certain file type etc, after three failed attempts I called customer service where they said I had to do the step despite that step not working. Manager was completely unhelpful. It's a shame.

I will never use Airbnb again after my last stay with them. My family of five was traveling for the Thanksgiving holiday. We arrived at our Airbnb Wednesday evening. Woke up Thursday morning to the plumbing in the entire house, overflowing. The host offered to put us up over 30 miles away from the house we booked and over an hour away from my family who we were visiting. They refused to help us with hotel accommodations that were more in line with the area that I originally booked. Airbnb customer service has now been completely offshore and the representatives we spoke to were very unskilled and problem-solving and lacked an understanding the gravity of the situation we were put in. I called several days later to follow up with Airbnb and again I was given the runaround with multiple representatives overseas who did not and would not help with my situation.

Someone used my credit card to stay in an Airbnb. I called and emailed the Airbnb office, and was referred to the fraud "specialist". He will not give me ANY details of the transaction, and insists that it was probably a relative or friend of mine, which is NOT true! I'm very disappointed that Airbnb Company is not taking responsibility!

I stayed at an Airbnb in San Diego and the owner's contempt, Peacock Bungalows, for safety was very dangerous. Without any consent, they had a handyman come into the apartment while I was not fully dressed in the morning to replace a lightbulb. "Angela", as this company calls themselves on Airbnb, had only messaged me thirty minutes earlier asking if he could come into the apartment. I never saw this message until he was around ten feet away from me. He came in without knocking or announcing himself and told me he had express permission to come in whenever as authorized by Peacock Bungalows.