Airbnb Reviews

The company allowed us to put In our vacation dates. Pulling up multiple units that were available for our time. We requested a booking. After we were emailed saying, "Sorry we can't accept your booking." Claiming there was a minimum night stay, but never stopped us from booking. These people should have blocked out our dates if it didn't meet their minimum. Not let us go through with the booking and then cancel it on us. It's really easy to not allow the process to take place if renter isn't meeting necessary requirements. Shouldn't have to waste your time with someone emailing you back. Now the other unit we wanted is already taken and we don't have any unit we want. All because of their crumby system. Worst rental company I have ever dealt with.

I paid months ahead of anticipated stay in Carlsbad, Cal. Unfortunately I developed cancer shortly prior to my stay and was unable to stay there due to surgery and other needed treatments. Despite numerous requests, Airbnb refused a full refund and so did the host! This was very cruel and extremely bad business. Do not use this company since they clearly are money hungry and have no compassion for anybody.

I made a reservation on Sept 23, 21 for 12/23-12/28, and canceled on 12/7/21. I paid 50% which was $1100.50 to reserve. On 12/7 I was refunded $81.72. I just lost a thousand dollar because I had to cancel my trip because of Covid surge?! I understand protecting the host, but why would I be charged $1000 for it? This is an absurd amount of money to be charged for not received of any service. The host still have enough time to repost their listing. After this incident, I will most certainly not recommend or use AirBnb ever again. During these time, this is an unfair cancelation policy with unforeseeable events during a pandemic. Still fighting to get a better refund.

I'm a Superhost with Airbnb and have been for 4 years. On the 7th day of a 12 day booking my guest messaged me she saw a mouse that obviously entered while she was there as there has never been a problem after owning this for 20 years. We offered to come and have it remedied but she didn't want to be present or have us come when she was gone. We offered for her to leave and refund the remaining days but she didn't want that either. She said she would just wait to speak with Airbnb who took more than a day to call her back.

For unknown reasons my photo on Airbnb was replaced with a photo of a female. I am a male so you can see how this could cause a problem. I called airbnb and they would only help if they could send a text to a cell phone to "verify" my identity. I explained that I had lost my cell and any text sent to a cell would be to a borrowed phone and was not proof of anything. The human robot just repeated that I needed to receive a text so, I can't (now, won't ever) use airbnb because I cannot remove the picture of a female from my account AND the idiots claim I can't be verified until I receive a text on a cell phone even if the cell is not mine! How does receiving a text on a borrowed cell verify my identity? IDIOTS!

We rented a vacation rental in Scottsdale, Arizona through Airbnb. WORST MISTAKE EVER. The home was absolutely filthy, the description was nowhere near what we ended up with, my daughter and I contracted a skin infection from dirty hot tub, the list goes on. The host did not care about any of our concerns and we spent almost $7000 for a Christmas vacation rental that didn't deserve $100. We were not able to find suitable housing for 7 of us to move to given the holiday and we were fearful we would not be reimbursed and have to spend more money on another rental.

The rental description indicated we would have the entire house to ourselves. It also used the word "duplex" but it was a house that was divided into two sections. The master bedroom, bathroom and a portion of the living room were separated from the rest of the house by a wall with a wood door. We could clearly hear a male on the other side of the door, which meant he could clearly hear us. It was like having someone living in the closet. This meant we had no privacy and felt very unsafe. We made the host aware of our concerns and vacated. After struggling with Airbnb for three weeks, they refused to refund our rent saying we were given what we signed up for.

After being on hold for 20 minutes then I had a person who did not write the information or really listen so I had to repeat myself multiple time. All I wanted to do was contact Day's Inn Golden and ask a few questions. I could not contact the host Andy as I did not have a reservation and I will not make a reservation without the basic question I needed answered or confirmed. Terrible.

Please read our Trustpilot full review. Aibnb support is worthless. Think first about trusting Airbnb will help with issues. They are not even professional when calling support at 1-844-234-2500. I just had a guy answering the phone with roosters crowing in the background. No kidding.

NEVER USING THEM AGAIN!!! We had 3 weeks reserved and paid for since May 2021 for 3 weeks starting Jan 29, 2022. The first host cancelled the 3rd week 5 weeks before reservation date. We found another one for 1500.00 more per week. She asked me to withdraw booking and resubmit on Jan 3 when they were in the office. On January 3 the price went up $2,000. The new one we found was another $900.00 or so more. So we started at 4600.00 went up to 6000.00 them up to 6900.00. All three very comparable in location and size, amenities, etc. Then the other host cancelled our other 2 weeks 3 weeks before reservation date. We switched to VRBO at this point. NEVER USING THEM AGAIN!

HELP!!! I have made several attempts to go thru the proper channels with Airbnb staff online and over the phone for 6 weeks (requested a manager 8 times... nothing) as well as filed an AirCover claim. I have yet to receive an phone call, email or answer to resolve my issue. To recap, I had a guest stay in my unit on Nov 20. The guest threw a rave-like party with a DJ, strobe lights, **, smoke, and other drug paraphernalia causing my neighbors and landlord to call the authorities. I was evicted from the unit that I had recently secured and placed on Airbnb because of this one incident.

Our Airbnb flooded on the fourth through our stay and they initially agreed (representative named Jamyla) to refund me for the unused nights, then days later said they could not because I "hadn't contacted then within 24 hours of checkin in". This is absurd because the flooding occurred 3 days after this time limit, so essentially they are saying that if there is no problem within the first day that they are off the hook. They also gave me their verbal word (recorded on phone conversation) to refund the remaining nights and then reneged. I used to love Airbnb, but they are apparently now become fraudulent so I will never use them again. I cannot recommend against using them more strongly—if something goes wrong with your reservation you will not be helped!

Beware! Airbnb canceled my trip without warning! I was awakened to a text December 23, 2021 that my stay that I booked in May of 2021 (7 months prior) had been canceled and refunded. I was not given any reason as to why my stay had been canceled and feel I have a right to know. I had painstakingly searched daily for months to find the best stay for our family trip to Mardi Gras in New Orleans. I have used Airbnb on many occasions and felt that I was a loyal customer in good standing. I am posting this for the main reason so that Airbnb can change its policies so that future customers might be treated better and with more respect. I wish that Airbnb had contacted me first. I would have liked to be informed that a problem existed and what I wanted to do about it moving forward. (Did I need help finding a new rental or did I want a refund and how that refund should be sent...)

I have been a loyal customer for many years with plenty of trips and all positive feedback. Last week we stayed at a house in Fort Lauderdale. The stay was far from, perfect. At the end of the stay, the owner contacted me asking for 5-star review, knowing we had multiple issues, as I was communicating with her through the stay. I provided her with additional feedback and gave her ideas for improvement. She then asked me not to leave a review at all. I heavily rely on the reviews when selecting a property, so I think it’s everyone’s obligation to leave a factual review. I did leave a review praising positive aspects and mentioning just one negative aspect (out of many) stating that the outdoor area was not maintained and was impossible to use and took some stars from the ratings. An hour later I get a request from the owner to cover a damage that was in the house when we checked it, so I declined.

After having a reservation for a year they cancelled it at the last second. If I cancelled it would have cost me 1/2 the rental price. They cancelled and it's too bad for you. I won't use their site again. There are more dependable one out there.

I booked an Airbnb in Accra Ghana and the listing was fake. There was no house there. Nothing but a field and I informed Airbnb of the listing and the scam. They did nothing and didn't offer a refund saying I had to cancel before 24 hours of my arrival. How could I have done so if I never knew it was fraud. Please be aware of this company. They only care about money not the customer.

We booked a House to Florida through Airbnb and after 2 days we decided to cancel due to the surge in Omicron and didn't think it was safe to go, As well as all the flights were getting canceled. So we tried to cancel the trip and airbnb said we were just over 48 hrs so we were stuck paying 50% of the rental with no exceptions. For the future I will stick with the hotels and resorts for my vacations where you can actually talk to a manager with your situation if need be rather than some guy in a foreign country that's reading a script.

I booked a one night stay in Quepos. It was advertised as 81.78$ and despite my doubts about the place I took it just because it was very cheep. Airbnb changed me double of that amount. Their website doesn’t let me go back to the original posting for that day but the place is always in around 80$ (on some kind of special from 100$). Worst thing, the place was so bad I ended up booking a hotel nearby. I strongly suggest you to use Vrbo instead as I have not had issues with them. If you must go with Airbnb take a screenshot of your original booking.

While traveling in Playa del Carmen Mexico I was a victim of a fake listing along with many others. Airbnb did little to help, passed me to four different representatives two by phone (after 30 minutes on hold Airbnb hung up and didn't call back), the online representative forwarded my support claim to another department without helping or answering my questions. The fourth representative responded in the middle of the night, refunded me, mentioned they got a list of complaints about the listing and closed the ticket so I could not respond anymore to the thread; they ignored my other questions and requests in the thread.

I had booked a place with Awa in Kona through Airbnb. My mother was diagnosed with an aggressive cancer and we had to cancel. Airbnb would not refund my money. Not only are we going through a difficult time, have no holiday and lose money on top of it. Airbnb would not consider our circumstances. Please be aware when you are booking through this site. I don't want anyone to experience this.

This is PIRACY. This lady might as well have stolen the money right from our pocket. We want our money back. On Dec. 17, 2021 we saw an apartment on Air B&B. We were looking for a rental from Jan 1, 2021 thru Feb 28. I am claustrophobic and wanted to see the apartment from a NON-wide angle camera lens perspective. The website gave the impression the only way we could message the host was to reserve the apartment. We made several attempts with the host to see the apt. The host was very evasive so we decided to look elsewhere and cancelled our reservation. Then we found out she refused to refund our money. we paid over $3,100 thru Air B & B. After speaking with 5 reps from AirB&B we were offered $300 cleaning fee refund WHAT THE HELL? Please do the right thing and refund our money

We book through Airbnb and check in one day after we find out we had Covid and they don’t even care. Thought the end my trip. I worry for the guest after. I told them we want to check out early. They said they working on it, but by the end my trip still not even done yet.

We had a guest cancel two days before Christmas, (day they were supposed to check in) and they receive a full refund from Airbnb! Our property is $600 per night at a non-holiday rate. To allow a guest to block a booking calendar for two months and then back out at the last minute and receive a full refund is a slap in the face to property owners/hosts! Our property books every holiday for the last 4 years and now our home sits empty because of a last minute cancelation with a full refund. This is 0 support for hosts, allowing guests to manipulate the system if they choose. A 50% refund should the max a guest should receive for a last minute cancellation. VRBO is much better site than Airbnb. Airbnb will never support a host yet hosts are the backbone of their business. We have been hosting 2 properties in Philadelphia for over 4 years, if you aren't ready to do all the legwork yourself in vetting guests you will have issues with hosting on Airbnb.

Hello. Airbnb company, are WORSE OF THE WORSE!!!! They thief from weak hands!!! Give a hand and fully cooperate with hosts who openly lie in the description of the apartment they are hosting. That this greatly affects whether to make a booking or not. And when I turn to them about my distress in my issue, that they deceive me in your company and show them a proof, they treat me with utter disregard and contempt. Every representative of them, and especially their horror manager!!!!

We booked a villa to Spain for Christmas 2021 and paid £1500 (1st installment). 5 weeks before our trip the Spanish government announced that it was stopping flights into the country from the UK due to the new covid variant. I contacted Airbnb customer service to cancel our trip. They said don't cancel your booking on the system, contact the host and try to get your money back or change the dates for the new year. I messaged the host through the website and explained the situation asking him to return our money or allow us to change the dates for the new year (we were flexible). The host ignored all our communications. I had 22 phone calls and 19 email communications with Airbnb customer service. Each time I was passed on to someone different. I was told each time they're looking into it and will get back to me.

Airbnb canceled our booking 9 days prior to arrival because one of my guest had a 20y old CDV misdemeanor and they did a background check on them without permission! Completely ruined our vacation! This booking was made 5 months ago, and we recently got an email wanting to know all the guest names. Did not tell us they were doing criminal background checks. After submitting all guests names, they emailed back and said our reservation has been canceled and our Airbnb account will be blocked from use again! Thanks Airbnb for ruining our family and friends vacation 9 days out!

DO NOT USE AIRBNB!!!! I can't stress this enough. Please be careful and AVOID Airbnb as much as you can. The government needs to hold them accountable for their perilous actions. They don't care about your health especially during this COVID-19 pandemic. They care about their money, NOT your health. I have 2 close friends who contracted COVID-19 because Airbnb refused to refund their money for the reservation but instead encouraged them to travel to a city that was on a lockdown due of the fast rising number of COVID-19 cases. I was meant to actually travel with them but was occupied by work (I am a health care worker).

The good thing is small pool so children can swim sometimes. However, I have the worst experience ever here. I do not recommend anyone to book this apartment, because we could not sleep nor receive a refund to book somewhere else: From bedroom, we can hear noise when someone upstairs flush the toilet. Last night, we heard people upstairs moving furniture, running and children crying. Currently, there is a construction site opposite to our room, they make loud noise from 7 am. Today (20/12/2021), clear loud noise from the rubbish truck at 6 am. The blind in the living room and bedroom cannot be fully closed (picture), so we are comfortable in these rooms. Privacy is something luxurious. The "bonus" point is all furniture and the apartment is old so very loud and some areas have not been touch for a long time. I hope I can update the pictures tomorrow.

I made certain inquiries and booking to different accommodations and finally made a reservation. The bookings I had made I canceled and some replied with being unavailable. After a while Airbnb decided to cancel my reservation with no reason at all! Me and the host were surprised. So I called Airbnb to see what was happening. The CSR had no reason to give me as to why it was canceled. She just kept blabbering about my own safety according to the Airbnb regulations that's why we canceled. I asked what did you by my safety? Is it Covid related or us the host black listed, am I black listed. She says no it's none of the above but you can't make a booking 10 days now. I kept asking the reason but she was just hopeless! I'm really missed off at Airbnb! It's absolutely ridiculous!

Back in September of this year I get a message from someone that booked my property after 12 PM for the same day for one night. Because of the security protocol for the Country Club I live in, there was no time to authorize their access. I responded immediately, contacted Airbnb by phone and told them about the situation. The assistant said that since this was beyond my control there would be no cancelation fee. Now, the middle of December they deducted the equivalent of 2 nights stay as cancelation fee! All efforts to fix this went nowhere, so I will not use them anymore and let as many people as I can know of my experience!

That's so sad. It was my account for the last 10 years, with great travel history and only 5-star feedback on it. Airbnb has been removed without providing a reason for me. It's unbelievable and so frustrating.

My experience with Airbnb with this owner was terrible. I booked for one week, expecting a one bedroom condo with complete kitchen. I examined the pictures carefully, texted the owner making sure the kitchen was usable with a possible grill to cook on outside on the property. The notes said road noise. Upon arrival I found a comfortable bed, the kitchen barely had enough utensils for two people yet just functional. The chairs at the breakfast bar were not made for someone with any kind of back issues, there was no back support to them at all! The rug on the living room floor had no pad underneath and I slipped several times. The chair on the desk in the picture was really a sofa table with a chair much too low to work as a desk. The couch was the hardest thing I have ever sat upon.

A friend and I planned a 4-day, 3-night trip to Montreal for the first days of Thanksgiving week, including Thanksgiving Day. Canada does not celebrate Thanksgiving and, since neither of us had any other plans for Thanksgiving, this was going to be a good time to go up there, see some art, enjoy the city, eat some good food. The trip was put together several weeks earlier, when Covid cases in VT were remarkably low and had been for quite a while. Canada requires a negative Covid test taken within three days of your border crossing and we were both scheduled for tests on Friday the 19th for a Monday the 22nd departure. Then, there was a sudden and alarming spike in Covid cases in the Burlington area of Vermont during the week before our trip.

>>Very bad customer service (particularly from Vanessa). Ignored my concerns and a potentially dangerous situation. Seems they are only concerned with protecting their hosts and profits. Along with my partner I have been using Airbnb pretty much full time for 2 years travelling and staying throughout Europe. We recently booked a month stay in an apartment in Lviv, Ukraine. The apartment was nice but did have a smell (eggy/moldy) which seemed to be coming from outside the apartment (this was never perceived as a danger).

Airbnb steal refund money. I asked for a refund. The host agreed. Airbnb tried to steal a large amount of the refund. I will try my best not to use airbnb again. It seems like a dishonest company. Use at your own risk.

NEGATIVE 10,000,000... I will continue to post this review until there is some resolution. When you pay over $100 a night to stay in a place.... you expect certain things... When a person is a "super host" and rated as an "enhanced clean"... you expect certain things... Upon arrival and through the trip, I complained almost every day. Sure, Janet answers quickly... yes she fixed a few things... (namely the bed that was completely broken and had bloody sheets on it)... but what she did was so small in comparison to how many things were wrong.

I rented with Ruth in Port Dover. I stayed a full month for about 1200 dollars and was treated very dishonestly. She left a review that she had to do a lot of cleaning when I left. I simply slept in a bed from 10 at night and gone by 7 in the mornings. I had no food in the room at all and had only one small basket of belongings with me. The very most she had to do ....for ONE month of staying is to clean the floor. She was very upset I did not share with her my personal medical information. It is not her business. I could not use the steep stairway to access the bathroom or shower due to my heart condition but I did not complain... I chose to go to my family to shower. (I did not see in her ad where it says I will have to use stairs to access the washroom.)

If I could give negative stars I would. This post is to call out the terrible Airbnb experience we are currently stuck in the middle of. This was our first, and will be our last, reservation with Airbnb. We are in process of building a home that is not completed yet. Our old house sold, and we had to vacate by the end of November. Found an Airbnb listing that was a reasonable price and booked the reservation from 11/27-1/14/2022 (45 days). I should have seen the red flags right away when the host, Brandon ** of **, called me and told me that he and his buddy were drunk one night and listed the apartment by accident. I tried at that time to tell him that it was fine, he could cancel, and we would find something else, but he insisted that it would be fine.

I made a booking on Airbnb for a stay in Spain for two days. The booking was marked as HEATED pool in capitals so we felt a nice place to stay in the colder months. We arrived to find the pool was freezing cold. There were two studio apartments, sharing the pool. We spoke to the other guest to find out has not worked for 3 weeks and the couple before us were also not happy. I contacted airbnb to try and resolve as I was not prepared to pay so much for essentially was just a tiny studio. They asked for a video of the pool, I questioned how that would prove my issue of cold water. Regardless, I went ahead and provided it.

Last month I booked an Airbnb for a month in Orlando. About an hour after I booked my husband tells me there was a conflict with the dates and his work, so I contacted the host and asked to cancel (1.5 hours after booking). The host replied 10 hours later, he refused saying he lost two people who were interested in those dates and so he will not be refunding me. All I would get is the cleaning fee if I chose to cancel on my own. I contacted Airbnb support and tried to reason with the host to reconsider since I would be losing $3000+. I offered to pay a percentage, anything, just please don't take all of my hard-earned money. The host refused and refused to even respond to me. Airbnb had to tell me his decision.

Airbnb will not compensate hosts for damage caused by guests ever. I’ve been a Super host of two properties for 5 years with visits from 300+ guests in Whistler and Vancouver Canada. Story 1: Recently, a guest broke the house rules by smoking daily for 30 days in the condo. The damage is extensive; Airbnb did not provide any compensation despite the guest admitting to smoking in writing. A previous guest broke my quartz countertop in half, broke mirrored closet doors, stole art, stereo, air purifier, wine glasses, among other things.. Airbnb offered no compensation. Ridiculous. Dishonest. Harmful.

I was scammed on Airbnb, avoid! Booked this place for a month, couldn't go anymore and asked for a partial refund of my 800£, been told they couldn't give it but if I'd cancel the booking and someone else would book, they would. So I did, other people got the booking instead of and guess what? They kept my money! Airbnb not willing to help AT ALL. Saying it wasn't done on their website when I have screenshots proving it, are you serious?! Can't believe this has happened with a site such well known as this. Please, try and find a place on a different website as if anything happens you are forked! Customer service will just tell you some ** and never actually help.

I have never had this experience before on Airbnb but it seems that prices are falsely advertised. Once you book a place the host then cancels the request saying they raised the price. This is inefficient and frustrating for the buyer. A host should honor the price advertised not bid buyers out of the market.

We drove 3.5 hours to Dallas, my partner is a critical care representative that worked the entire night before and has been up 24 hours. Once we got to our reservation, they informed us that there was no reservation. We contacted Airbnb and they asked us to sit and wait 1 hour to find out if the reservation would be ok or canceled and after an hour told us that the reservation was canceled and to go find another hotel at 10:30 at night…

The company doesn't let you use a gift card for a 2nd payment on a reservation unless that gift card equals the same amount as the balance. I was unable to use $125 in gift cards, which is not an insignificant amount of money. I planned this trip based on being able to use gift cards I received. Keep in mind, the company doesn't display or make this policy transparent in their Gift Card help page or in their Terms of Service.

Airbnb has predatory business practices. I recently stayed at an apartment where the key code stopped working in the middle of my stay. After repeatedly trying to reach my host, I called Airbnb for help. It turns out that Airbnb will *not* help you get in and, in fact, will allow the host to charge whatever they want for calling a locksmith to open the door. Even though it's the host's fault and you may need your stuff urgently. You will be locked out of your apartment for hours and hours while the host is unresponsive and Airbnb is "working" on it and not letting you call a locksmith either.

Posting this article to warn people against using Airbnb. I believed Airbnb would protect guests in the same manner eBay does (i.e. if you don't get what you pay for, your money is refunded). Couldn't be more wrong. We placed a 4 week reservation for an apartment. After placing the reservation and paying for the entire stay (more than $1000), the host requested additional money for cleaning fees, stating it was part of his "policy". As the requested monies were clearly outside the established booking contract, we contacted Airbnb to request a refund of the booking. The host clearly did not feel bound by Airbnb's contracts or policies, and we did not want to put ourselves at further risk.

Booked an Air B&B described as quiet and cozy. The walls were paper thin and LOUD music was not adjusted down by the owner. I talked to Air B&B and they made it CLEAR that they represent the OWNER not you, the renter/customer. ANY issues and sound levels, cleanliness etc. are between you and the OWNER. The most they will do is ATTEMPT to contact the owner. NO CANCELATIONS OR REFUNDS! Regardless of how bad it is!!

Horrible booking experience. Very bias and refused to service, I spent hours jumping through hoops attempting to book and ended up with nothing but wasted time. I was told every excuse form needing to confirm with my bank to system problems. I confirmed all there was to confirm and validate, provided card/banking information and copy of my photo ID. The team was very nonchalant about the issue and put is absolutely no effort in resolving the issue and or accommodate 'me' the customer. There was no one to escalate the problem to like "Oh well too bad, there is nothing we can do.'' Overall experience is negative. I will say, although their hosts may provide great spaces and excellent service, the Airbnb booking process itself, I can and will not recommend.

I'm being asked for damages to a lamp. I had a grand mal epileptic seizure in my room. The host is texting me asking for money. After two weeks of hell, with Airbnb jerking me around, I had a unexpected loss of hundreds of dollars. This was absolutely devastating. Thanks Airbnb for creating a terrible situation for me. I'm epileptic and broke a lamp while having a grand mal seizure. That's what stress can do for an epileptic. This was after the previous week's Airbnb hosts gave my room away right out from under me. I've never had bad reviews before the that week's situation.

The host, who I paid over $3,700, unilaterally cancelled my reservation without providing a good reason. I emailed and spoke with customer service staff -- including one higher-level staff person -- and NONE of them followed up with me, despite each of them assuring me that he or she would.

If you're thinking about using Airbnb for your next vacation rental, I would advise against it. As a Veteran and senior citizen I feel the host of the rental is more in the business of collecting money than providing a service. We made a reservation for a rental in AZ city (hosts Leon and Michele) and had to cancel two days later. Our credit card was charged the entire amount ($3000) even though we never spent a night there. In our opinion, neither Airbnb nor the hosts can be trusted to treat potential customers fairly. If I could give zero stars I would have.

When you get issues while staying they are not going to help you. This is a total ** and waste of money. I clearly gave all the chats and issues but nothing happened. You need to live with it and have wonderful annoying stay wherever you are.

I rented a bungalow room through Airbnb. When I got there I found that the owners lied in the description about what the room had. It was missing the stove, pots and pans, and cooking utensils they listed on the amenities on Airbnb. I followed Airbnb's policy and went to the app and submitted a request for Airbnb to get involved. They waited 4 days to process the online request for help and told me now it was too late to do anything. This is the 3rd time I have shown up at an Airbnb rental that clearly lied about what the room has.

I was travelling to San Diego with my family so that my daughter could receive medical treatment at UCSD. I made a reservation and paid for my stay in a property as well as purchased plane tickets for the trip. Less than 2 weeks before my day of travel, AirBnB cancelled my reservation stating that they had double booked the property. It took 3 days to hear back from a customer service supervisor and they were unwilling to compensate me for the difference in price for a new property with the same location, size and amenities. I was offered 2 coupons, but prohibited from using them both together. I found their customer service to be self-serving, late, and ineffective.

My family planned a vacation at the beach and we planned to use Airbnb. After researching and planning we finally picked a place to stay. Contacted the owner via the site and decided to pay half of the 2500 balance upfront and then the rest of it about a two weeks from our planned stay. Just shortly after we paid the remaining balance we were informed that the property was sold and that I would need to rebook via the new owner if I want to still have a vacation. We were told to cancel the charge through our credit card, cancel the reservation and in parallel rebook with the new owner. Which we did. Turns out that doing this violated Airbnb's cancellation policy. Mind you we booked the same address for the same amount of days. When we only received 50% of our refund.

The unit was far outside of downtown. If you like secluded with a 30+ minute drive it's good... My problem was fish or shrimp smell throughout condo and not everywhere, also a busted flat screen tv that looked like you were watching tv with spider web on it. Unit had no workable heat {it was cold when there}... Could only communicate thru email/text. Response was slow no phone which is how you get things done...Wasn't trying to rob. Only get cleaning fee refunded. Not willing to work with at all.. Won't ever do Airbnb. Dave

Airbnb is making killing and so are some of the American companies are and America is country where you can make money under the pretext of doing good. Really? I am hosting by Airbnb now almost 5 years and will tell you honestly, they are a crook, has the most dishonest policy and awful customer services. I can't imagine someone here can write anything positive or nice about Airbnb.

We were hosted by Thatch on Broadway in Boston. Our stay was unpleasant and we checked out a day early. There was no working television/streaming services as advertised, which issue was not timely resolved. We were unable to have a single shower where the hot water lasted more than a couple minutes, which wasn’t enough time to wash shampoo out of our hair given the weak water pressure. The street noise and noise from within the building (particularly the front door opening and closing and the constant double parking of food delivery service cars outside the bedroom window) was sleep, peace and quiet preclusive. The freezer (without our use) began beeping in the middle of the night, waking us up just hours before the 5 am street cleaning did.

We stayed at a place at **. During our stay, we've discovered the door is broken and was unable to lock which is a safety hazard and unclean places with wrongly advertised amenities are fraudulent. I've contacted AIRBNB regarding this, and they have been irresponsible for what they stated on their website for refunds and was extremely unhelpful other than keep saying it's my fault to contact them more than 24hrs later.

Well unfortunately my experience with Airbnb has been a terrible one. I rented out a place for two nights and it cost me $500. After paying online I didn't receive detailed information as to how to check into the home, also the checkout time was made known to be 12 a.m. (Midnight). I tried to contact the host to get better information and they were non-responsive. I then contacted Airbnb for a refund because I wasn't going to check my family out of a home at midnight and I wasn't comfortable with an unresponsive host.

3 night rental from Travis ** on Airbnb in Pigeon Forge TN to surprise my wife for her 40th Birthday, first night something got into the ductwork under the house and insulation blew everywhere, through the vents. This was the pink itchy stuff that makes your eyes itch and lungs hurt. I told Travis, and he offered to send someone if it didn't get better, but we were only there 3 nights. Later we negotiated $300 refund of the $1400 plus trip for the troubles, but he would only agree to a refund after he got a 5 STAR REVIEW, and even said he would only do $150, then after the 5 star review he would do the other $150, well this was shady business to say the least, but I just wanted it to be over, but Travis never even sent the other $150 after he got his 5 star review. THAT'S WHO YOU ARE RENTING FROM FOLKS.

The policies in place do not protect consumers only homeowners. They are the suppliers and backbone of the company from a business perspective. The home we rented was 4k in LA by Julia and Joe was infested with roaches. Airbnb stated they couldn't move us because we were in long term rental, stating (nothing available) we wouldn't receive our money back. Because I notified the owner first, they couldn't give me anything back because I should have notified Airbnb first. This home was infested before I checked in with my family. Sent pest control didn't see roaches for one day and told give it a couple of days and no more roaches was a lie. Roaches EVERYDAY until we checked out. Airbnb gave me $186 because pest control was sent. Beware of using Airbnb.

I was Airbnb loyal customer for at least 5 years which I feel their service is now totally not worth it anymore. Poor judgement on solving issues, totally disappointed with this company and not recommended it to my friends anymore even though I’m sharing my experience with everyone to let them know what’s the truth about them.

I tried using Airbnb today for the first time and had an unfavorable experience. I am new to the service. I had no idea that Airbnb put me in some blind rating category that they implemented to place restrictions on some of their guests like myself that they deem is part of a typical trend of someone that has damaged their hosts' property. The trend is someone "booking at the last minute which is associated with higher safety risks (such as unauthorized parties)".

I was charged $2200 CAD for a long-term stay that I booked and canceled within 24 hrs. The owner/rental company were completely incompetent and kept telling me I booked the wrong property after they accepted my payment and request to stay. So I cancelled the booking and was charged the full amount of the stay. It was ridiculous. I never received any money back except the $75 booking fee from Airbnb. So I lost an entire month's stay and quite a large chunk of money. No one seems to care. Just beware when booking.

Didn’t use Airbnb for a while since pandemic started. Tried them again this year and this was Horrible experience. No help or support from them at all! They are focused on their policies and money, but not on common sense or a service. If you’ll find there is something wrong with your booking, but you didn’t leave (in the middle of the night) and you are calling them next day, if host didn’t keep their promise to fix something- please don’t wait that Airbnb will help you. They will walk you through their policies and… that’s it… no help, no refund, just you are losing time, nerves and money too. Honestly, any hotel service provides now apartment booking too, and there is always someone to help you. Airbnb? Never again!

I didn’t want to give any stars! I have been a customer with Airbnb for YEARS and just recently they have decided to deactivate my account for my criminal history? My Criminal history hasn’t left any home I’ve rented in shambles, I’ve actually been complimented a few times on the cleanliness after checking out. I think the decision they made was unfair & biased! I have a family! & most of the rentals I’ve rented have been for FAMILY! I am highly upset seeing how I’ve been a customer for years, haven’t got 1 bad review & now I can no longer get rentals for my family thru this company. This is very disappointing & unfair to a loyal customer!

Took 40 min to speak with manager about horrible bathroom conditions with a rental. That caused me to check out early. I asked to be reimbursed the difference in the hotel cost since there were no reasonable priced dog friendly Airbnb rooms available (10pm at night). Host also was not reachable. Room was 70 a night due to shared bath and weekly discount. They only refunded me 55 (not the fees) and offered $30 extra. Hotel cost 150. Wanted the difference in the cost. Not just $30. Why? Because there were not rooms for $85 including fees they were dog friendly anywhere In the area. Difficult to work with. Slow to resolve issues. Never again.

I have a guy who works for me, he doesn’t understand technology and is a bit slower than most. He needed to find a place to stay for a month. Another man that works for me helped him find one. Upon arrival to the house he felt uncomfortable. It was in a bad area a as me his housemates were just not pleasant. After 10 mins he felt uncomfortable and tried to cancel. He tried to message the owner and the owner said he had to contact Airbnb. He did and they wouldn’t refund any of his stay. He spoke to me about it so I asked that he just give it a shot and stay there for a few weeks, they had taken his money so why not try.

Airbnb's customer service is terrible. I called to report a fraudulent charge done on my credit card for $1400!! And all they were able to say was check with family to see if it was done by accident. WTF you think I haven't already done that. It was an unauthorized charge done on someone else's account and Airbnb refused to do anything about it.

Paid for a place that said pets accepted. Paid for the room. Then the host tells me there is an additional $100 pet fee for a 1 night stay. That is more than the nightly rental rate. I tried to cancel immediately after being told this and Airbnb hides behind their fine print. The reservation was barely an hour old.

I used Airbnb a handful of times with luckily no issues with a host before this but the first time I did was when a host was living in the attached garage of a house I rented. Customer service offered no help and then refused to speak to me. I was woken up in the night to sounds of a power drill. Entire place doesn’t mean entire place is what I was told.

I had a single experience with Airbnb and I do not plan to have another one. Airbnb customer support is terrible. I contacted Airbnb to complain about a terrible experience we had with in LA. The complaint exchanged hands multiple times and there was no coordination between the handlers of the complaint at all. At the end, the complaint was not resolved. The bottom line is that you can't count on Airbnb if things go wrong when you do business with them. I will never do business with them again.

Airbnb Claims support is making it very hard, they are requesting invoices from contractors, business card, web page and also certification that that company is operating, also they don't want to pay for claim until you exchange multiple emails with them until they finally pay for it. They also called the company that did the service to me, he didn't want to share details for nondisclosure agreements with me but they just say that what I provided wasn't valid because he didn't want to share details with an unknown call. It's very frustrating and difficult for our host to trust anymore on Airbnb since they don't want to pay for claims.

I think if you are paying a company a service fee for a booking, a reasonable expectation is to expect some timely assistance when things don't go as planned. With Airbnb, that simply isn't true. Not only are they slow to help you, but when you contact them you get a different person every time who doesn't even bother to read notes about your previous calls. It took them 2+ weeks to get back to me about an issue I had and it wasn't resolved in my favor in any way. What exactly are you paying that fee for? I will not be using them again. I'll book through a local company or directly through a host because if I have an issue, although I'm on my own to resolve it, at least I'm not paying money for zero assistance.

I made reservation through Airbnb for rental property in Yerevan, Armenia. The pictures from the apartment that I made the reservation looked so perfect on their website, but when we got there the place was nightmare. The apartment was located on the 5th floor without a lift to use, they did not bother to post on their website that there is no lift to take. We had to take 112 stairs to go to the apartment and on top of it there was no light to see where you were going at night time, so scary and not safe at all. When I complained about the light I was told by the apartment owner that you should make your complain to the government OR the city, I never heard such experience before. The door lock came off when we tried to lock the door, the molding connecting the living room to bedroom came off, I just couldn't stay more than two nights. I had to move out. I am attaching the pictures to this email.

After serving Airbnb customers with best services I become Super host. I had very good and relatively average people who did not care about your property which it was OK. The last guest that I had almost destroy my property. Damage my artwork. Dirt and disgusting stuff were everywhere. Broken plates cups and a big window of French door which took me 4 days to replace it. Party every night till dawn disturbed the neighbors and Airbnb did not take any responsibility. Shame on them. This is a Warning for the host of Airbnb. Be careful. You never know who is coming to your property and what they do and Airbnb it’s not a responsible company. I am one of their victim and never forgive them.

First, I only vent in reviews when it's really bad. I try not review unless it's positive. But I feel future guests should be aware of **. we stayed from October 13-18. Although Maria had great communication and tried to help, unfortunately, it's a shame that such a beautiful place that could have so much potential, wasn't taken care of. The outside appearance was very disappointing when we pulled up and the inside was deceiving. The lawn was over grown and weeds covered whatever landscaping was there. Trash all around the yard and we had no place to put our garbage because all the bins were full from the previous folks.

From my experience, specifically the last two occasions I booked through AirBnB, there has been a payment processing error that was entirely Airbnb’s fault that resulted in a refund being issued taking 3-5 business days to receive these cleared funds back in my bank account, often leaving me stranded with no money and nowhere to stay. I can’t believe this has happened more than once. Goodbye Airbnb.

Don’t use Airbnb! They put their greed for profit ahead of guest safety. I rented a condo in Houston that had german Cockroaches in the wall. The host knew this and never disclosed this. The host accepted my reservation on 8/23 then had the place treated on 8/26, with future treatments needed. My arrival was on 9/5 and on the 3 morning I seen Cockroach coming out of the sink. Then I notice smaller cockroaches in the shower which blended into the dark shower tile. Plus I noticed smaller cockroaches coming out of the cracks in the floor trim. By no means was this place safe to rent out or live in. The host knew all of this as she texted me on 9/8 a screenshot of the service the exterminator did on her condo. Which also indicated future treatment in 2 weeks based on scheduling availability. The Cockroach Condo host had no problem NOT disclosing any of this to the Guest, me.

I booked 2 houses in the Florida Keys with overlapping dates. I cancelled each the same day as we were still trying to pick the best location for our stay. Airbnb charged me $917.65 service fee. Airbnb originally said that is the Host family wants to give a full refund then they would. Both Host families said they would. Airbnb gave me service a fee back on the one house but not the second house. 1st reason a rep gave was.... "It's our policy." (Why give me one back and not the other.) 2nd reason a rep gave was.... It was overlapping dates so can't refund.??? 3rd reason a rep gave was.... "Since the Host fam said that you cancelled in time (same day) they said to give you a full refund." Shelyn (air bnb rep) said she would try and get 25% of my money back in the form of a credit to use with them. 4th correspondence was a Supervisor saying "sorry you may not like this but you're getting nothing back".

Update: Airbnb finally exceptionally reimbursed the service fees (after 2 rejections and multiple calls). While I appreciate everything that the Airbnb customer rep did to get me the service fees reimbursed (great customer service) I still am upset by the Airbnb "free" cancellation policy. Apparently if you book multiple bookings for the same dates or cancel more than three times in a year you won't get the service fees back. I wish this would be indicated when you click on the cancellation policy when making a reservation (the cancellation policy did show "full refund" before a certain date).

If I could give minus -0 for this company, I would. Booked an Airbnb thinking it was for the entire apartment considering how much the host was charging. Only to find out that I would have to share the place with my friends and other people on a special occasion!!! Now the host has ran off with my money, does not reply to my messages text calls and even the support team's messages whatsoever.

Airbnb support is awful. They do not care about their customers. I have had problems with using any of my credit cards with Airbnb from time to time. The credit card companies says it's not them and they can see a successful temp charge from airbnb. I submitted a ticket to Airbnb support and they just send me articles on how to enter credit card info on their site. Yes, I know how to do that, and I have successfully charged these same credit cards before with Airbnb. They then ignored further correspondence from me. Awful support team. They just don't care. Take that into consideration the next time you want to use Airbnb. If you have any issues, they will not help you and you are on your own.

I am host for 3 years now, I am giving business to Airbnb even pandemic. I would like to tell you how harsh Airbnb to their host and maybe to their guests. 1. I was booked 18 days guests but they had an early checked out on the 15th day. The guest send me an alteration to get refunded on the two days not staying. I executed the refund of two days cuz it's fair for the guest to get their money back for not using my house. So when they checked out, Airbnb kicked in my calendar as available. I am on instant booking. So another guest suddenly booked my house around 1PM and my check in time is 3PM. The guest wanted to check in early. I coordinated with the guest that my cleaner have a covid symptoms and not able to clean the house.

Hosts/landlords beware! Airbnb lately is a total disaster and it is dangerous to do any business with them! You can face huge damages to your property or even lose it. AND YOU ARE NOT COVERED BY THEIR HOST GUARANTEE. This summer I had a guest who rented the place for 10 days. The size of the group was pretty large - 7 guests and they needed to cook a lot. I have nothing against it. My kitchen is fully equipped with everything needed to accommodate any group size.

I had real issues with the listing and the status of the place I rented. I posted a review talking about my issues. Airbnb decided to remove it. Saying that "We understand that this might not be what you’d hoped for" but that they would still be removing my review. 1) The plumbing was not finished in the main bath. 2) The shower curtain was still in a box. 3) Almost all of the towels were still in plastic packaging (not washed). 4) 2 rooms did not have light bulbs. 5) 1 room did not have a fire detector - just wires hanging from the ceiling. There were several other inconsistencies in the listing. Still, Airbnb decided that did not warrant a bad review! I am no longer Airbnb fan. They do not care about the customer just the people that provide them a product to rent - no matter how bad.

We were in the process of building a home and it wasn't ready after our lease ended. We resorted to staying in an Airbnb for over 2 months since we couldn't extend our lease. We stayed at 5 different Airbnbs. The last one we had an huge and had to call Airbnb and they were no help. We checked out on a Saturday and left a gun/rifle in the closet and forgot it. The host emailed us an hour later and asked if we left it. Then again the next day and a final time. So he messaged us a total of 3 times but didn't call us. We didn't see any of the messages since we were busy moving in to our new home. On Monday I saw the messages and responded right away and called the host. He wasn't available and I sent another message letting him know to give me a call with my contact information. He never called.

My friend and I used Airbnb for the first time this year. We got a flat in Mykonos with no wifi and no washing machine (even though description said they were included); and we got an abusive and aggressive host on our second stay. The situation with the second host got so out of hand that they first recommended us to leave the hotel because “safety comes first” and then proceeded to follow up with an investigation where we had to call them every week (otherwise we would not hear back from them), provide them with all the information they kept requesting, recounting our harrowing experience over and over, to just not get any type of refund a month later.

We stayed with two different hosts on our trip to Canada in August 2019. Our experience with the first host was great but the second one is memorable (not in a good way). The pictures did not represent how run down the place was.

Be careful. I had 2 Airbnb accounts and when I made a reservation it was linked to an old account...one that I no longer could access. I immediately (that day) asked Airbnb for support to cancel my old account. They sent me a link to change the account but unfortunately they sent the link to my OLD email associated with my OLD account. Host confirmation with cancellation terms was sent to the OLD account. Then when I tried to cancel the old account and the reservation I was told that I would get no refund based on the host's strict cancellation policy. I told support to cancel not just my current reservation but ALL my Airbnb accounts. Imagine my surprise when I found that Airbnb had billed the 2nd half of the reservation against my express wishes to cancel the reservation AND all my accounts. I'm now disputing $2800 in Airbnb charges and believe this is a terrible SCAM and will never consider doing business with Airbnb again...EVER.

We rented at Lake of the Ozarks with our family to celebrate our 50th wedding anniversary. As soon as we arrived at the property, we had 2 major safety issues with the property. The property also advertised accommodating 12 people, but it was not equipped to support our 9 guests. We contacted the host/owner/realtor, Mike ** (the property’s host/owner/realtor), on August 8th, within an hour of arriving on the property and discussed many of the issues with him. He said if we were not happy, we could cancel and get our money refunded. We had three families, each traveling 6 hours to get here, so that was not an option!

Airbnb has very poor service unlike with Booking.com and other site for booking. It was my first time to book at Airbnb and the destination is in Belfast, Northern Ireland. We booked in one of Lesley Lemont properties and we were hopeful to get a quick response confirmation about our booking as we want to finalize our travel booking and flights. She hang us and our booking got expired without a yes or no. Ridiculed and mocked me about my status and profession. Airbnb was biased with their judgement and didn't offer help and solution. Definitely not going to recommend.

I recently checked into an apartment in New York, first by retrieving the key from the bottom of a post office mail box on the street. When I arrived I was extremely tired and intended to head straight to bed however after pulling back the covers the sheets were obviously slept in and dirty. I alerted the host who apologized but in the course of waiting for the sheets to be cleaned, the internet to be repaired and the dishwasher falling out of the cabinet, I discovered that there was no smoke detector in the apartment. As a result the host suggested that I leave so that the apartment could be rented to someone else. AirBnb also advised that it was best to leave, so I booked a hotel for more than the cost of the apartment and the issue was escalated through the AirBnb Safety and Security department.

If you are brave enough to travel during this pandemic and are considering a) placing your trust in Airbnb and their hosts and b) travelling to Colombia, South America, I would like to alert you to my recent experience as follows:

I had a bad experience with a host from Airbnb. I reached out to Airbnb several times, but no response. Today, I contacted them through Twitter. After the whole afternoon going through bureaucratic questions, I was informed they could not proceed with the checking of my complaint. Airbnb is complacent with bad hosts. They do not care about customers have to say. I do not wish anyone to have this bad experience I had.

Listing says pets allowed. However, he does not accept cats. Listing does not specifically that cats are not allowed. I canceled but he kept 25% of my payment. I had booked less than 48 hrs earlier. I had not signed a contract and it was 23 days before check in. Upon reading the fine print of the contract, I noticed that he said specifically that dogs, birds, etc were allowed. Which prompted me to message him and ask if I could bring my cat. I was told that he doesn't accept cats. I requested a refund and he proceeded to tell me that he would be keeping 25% of my payment. He said Airbnb determines the amount of the refund. However, Airbnb reps said it is the OWNER that determines the refund policies. *VACATIONERS BEWARE*

Got to our rental about 3 am. Found it to be filthy. Mold on ceiling, bugs smashed into ceiling and sheetrock coming down. I think there was poop on the wall by toilet (it was brown and smeared) I did not look closer. Walls had all been marked up with markers and I do mean all of them. The walls were also very dirty as was the floors. Carpets and furniture were badly stained. Dirty dishes in sink. I took pictures of all of this. Contacted host and told him I wanted refund then called Airbnb. They said they would give me 188 of the 340 we paid. I told them no I wanted complete refund. So they said they would call us back and email us their solution.

Save your vacation time and book on a hotel. Airbnb is not loyal to their customers at all. The host word is more worthy than yours and they won't do anything to make it up for you if anything goes wrong. You will lose your money and your peace of mind!! I booked a place for only one night (thank God) and we got there at night after driving. The street was super dark, the main gate to access the property had a lock and of course no key for it, there was supposedly a second gate that was part of the wooden fence so you can imagine how heavy that thing looked plus it was in the middle of tall grass with lose hinges so no thank you. We ended up leaving and sleeping on a creepy cheap road motel that had a room available for the night. Imagine how unsafe we felt trying to get into our Airbnb that we preferred the creepy motel.

I stayed in an Airbnb **. This place was disgusting the towels were wet when we got to the place. There was no toilet paper in the bathroom. I paid 110 dollar cleaning fee and they literally tried to charge for extra fee. When I had already paid it. I will never stay in that place ever again. Stupid people trying to rip me off when I paid to have them clean it and they tried to ask for more money... Never again will I ever go with Airbnb again...

Had worst experience from Airbnb I booked for reservation and the amount got deducted but I never got any confirmation from Airbnb. I checked With customer care support. They say they are not liable for it .. in fact these people are the one who have hired PayU as their payment partner and if we ask about the amount they are like, "We are not liable for it. You can contact payU." We have lost almost 2 lakhs because of this and PayU customer care is also worst. They don’t respond to you.

Had been using Airbnb for nearly 10 years until my last experience. I stayed in a cabin in Yosemite, where the host wrote an inaccurate and misleading review of the place, which turned out being fairly dumpy. Left 1 day in from the 3 I booked as it was unbearable. Contacted Airbnb, which for 2 months gave me the runaround about a refund I asked for the nights I didn’t use. In reality what was happening is that they were protecting the host’s interest, and they also did not have a mechanism in place to force a host to refund money. This was my last time booking with them. I will be using hotels and resorts going forward.

Had an awful and frustrating experience with Airbnb after having a horrible and unfair review written. After weeks of trying, NO ONE could tell me WHY that review could stay and why the review I wrote about the host's place we stayed at was taken down immediately. I talked to several people, waiting on hold, waiting for calls back and not once was a reason given! The review I wrote was telling the honesty about the trains blowing horns at the location that keep blowing all night long. It is also very easily verified! I felt it was important that this fact be known to other people who may want to stay there.

Airbnb representative told me yesterday that all my additional rules correct. Today other representatives told me my additional rules no matter in regards to pet allowed policy. I follow guidelines to the dot, but still I was discriminated.

I booked a month reservation for two people. Cancelled it 2 months before reservation within 24 hrs of making reservation because the host did not disclose till after the reservation only 1 parking spot and one FOB (key to building) would be available for the two of us who are both working. It was not disclosed. They took a $300+ service fee from me and will not return it. I even called customer service before canceling to ensure I would not be charged and the lady investigating said I would not but after canceling the story changed and even though I rebooked another place on Airbnb for that timeframe they will not return my money. Seems illegal. They are thieves. No real customer service. I will be warning everyone about this and will be deleting the app.

On March 22nd, 2021, an Airbnb tenant contacted me requesting to rent our property, **, Calgary, Alberta, reservation was completed through Airbnb on March 23rd, 2021, for check-in on March 27th, 2021, and check-out on April 24th, 2021; reservation reference number **.

I literally book this a few days ago. This is ridiculous. I need to speak with a supervisor, $150 out of $667.37 is unacceptable considering it was a few days ago & this host will rebook the house for total amount hence being paid twice. That is illegal. How do I only get 50% and she can rebook. I want at least 75% or I will have my attorney handle this. I will join THOUSANDS of others online about Airbnb and I will make sure to note the name, property address and owner's name on Social media about what they are doing and that they also racially discriminate against me. Their site said up to 8 guest so they are lying. I will not support a racist and I will fight this. Either they refund me or I'm exposing them and have my attorney sue for damages, attorney fees, discrimination and etc.

We booked a stay before Covid hit and then while covid was still a problem and is still a problem we were forced to cancel. Airbnb said that the dates for our trip do not fall under a refund policy and would only offer us a credit for up to a year. That Credit is about to expire and Covid is still very much a thing. Their support staff still says there is nothing they can do for a refund. While I understand this pandemic has hit every business very hard. This company seems to be doing what they can to profit from our loss without a care.

When we arrived for our reservation at the Creekside in Brighton, ON almost all the lights on the exterior of the property were missing (flood lights), broken (solar walkway lighting) or burnt out (flood lights and back porch fixture). The trip started with 3 working light bulbs outside throughout the property with no street lighting. When our 44 hr reservation ended there was 1 light bulb still working. None of the stairs had railings (basement, deck). There was a section on the back deck with no stairs or railing with a considerably elevated drop. The baseboards and framing were unfinished. There was garbage behind the toilet and in the garbage bins outside that wasn't properly sealed (that was attacked by animals)....and the host charges $150 cleaning.

My account was deactivated for no reason all of a sudden. Knowing that this must be a mistake I reached out to get to the bottom of it and the trust team again and still have not told me why. They keep using the word affiliation and I am supposed to disprove that but I don’t know to whom or what they think I am affiliated. I am single and live alone in a city without friends or family soooo…. This all sounds like a crock of you know what!

As a host, it is important to me that management be aware of the poor customer service they have. They do not understand, do not think outside the box, there is a feeling that you are talking to the wall, very poor customer service, they owe me money for a customer stealing things from my home 9 months ago, I talked to dozens of representatives, no one helped, and even when I sent an email to the CEO I didn't get any response, not even from his assistant, it's a shame because before the CEO always helped when needed.

Airbnb is the worst company! They have allowed parties to happen in my house and my house to be destroyed. I have tried to call them and request a callback for one month and they’ve just blown me off. I would not allow them to use your house they don’t give a crap! They promised to pay for the damage but all that was lies!

My family and I stayed at the stated AirBnb in Las Vegas owned by Ivan. We stayed there from Thursday, September 2-Sunday, September 5. Upon arrival and check in, we noticed several issues. First, the address listed on the listing is not accurate, and is a mile and a half farther than advertised. When we checked in, the temperature was locked in at 74° and non-adjustable; you needed a passcode to get in to adjust it. After texting our host trying to see if we could adjust it, we did not receive a response until 2 days later. Later that Thursday evening, we discovered mice feces in one of the bathrooms. After checking the entire house, we found more in the kitchen.

We arrived at our scheduled check in time and date after driving 10 hours with our kids and receiving multiple emails about our trip and the check in door codes. Upon opening the door to our condo, we realized other people were there in our room that had checked in the night prior!! They booked through Airbnb as well!! We frantically called the host over and over again and received an answering machine. We contacted them through their “messaging service” and they “couldn’t do anything”. They actually recommended we stay at another place through Expedia $300 MORE a night!! We were left stranded, with our kids on Labor Day weekend 10 hours away from our home.

I can't express how disappointed I am with Airbnb. I reached out to them in great distress about a homophobic host who ruined the vacation of my partner and I. Rarely do I seek to leave reviews about companies, but this is too important to not try and warm people who are a part of the LGBTQ+ community that if you have a negative experience with a host and feel you were treated differently because of your identity, they do not care about your experience. They will tell you again and again that they are looking into things and that they have a firm non discriminatory policy but it is absolutely a lie. By the way they handled my "case," it was clear they just wanted to wait out the problem by reassuring me that it was being "looked into" again and again. I received emails from about 5 different team members and none of them seemed to know what was going on, just that they were "sorry about my experience" and that "it was being investigated."

We have used this site periodically as we do other vacation rental sites. The difference is this one has shared, non-private and units besides independent single family housing. We have exclusively secured private homes for our uses. Some have gone well others not so much. But when things go south DON'T expect the agents here to be of any assistance. You are totally on your own to resolve it on your own. On attempts to contact you may experience communication issues initially but recently we found a much greater issue that we must share and it is clear fraudulent of nature.

I booked an Airbnb many months ahead for my daughter's college parents' weekend. Several days before I was to travel, even though I was confirmed several times they canceled and I found out the host rebooked for more money. Airbnb offered nothing except a refund, but the available places are not literally 4 times more money. No one should use or trust these people.

I asked Airbnb for a refund because I was unable to make that trip to that country Turks and Caicos due to their new mandation on the vaccination 2 weeks before my trip. Airbnb kept referring to their policy in forced from 2020 while Covid makes everything unpredictable here in September 2021.

Airbnb unilaterally cancelled a guest reservation 3 days prior to their arrival for “extenuating circumstances” I was told that it was due to the fires in Whitefish Montana. I was at my property the Sunday prior to the guest arrival on Wednesday and had been for the prior week. No fires were anywhere close to my property. Glacier National park was open, every Restaurant was full, the town was crawling with tourists, yet Airbnb determined it was unsafe for my guest to travel. This was simply not true. I was promised a supervisor would call me To discuss 3 x on three separate occasions after multiple calls over several weeks. A month later I have yet to get a call. I got a flat rejection of my complaint without the courtesy of having a discussion by email. I was completely disrespected and treated like a nobody. If I took this to court I know I would win based on the facts.

I booked a reservation for Labor Day weekend in New Orleans. Quite obviously I canceled it due to Hurricane Ida. Ida left all of New Orleans without power. The host refused to refund my money because I was within the cancellation period. I called Airbnb for support and they told me natural disaster is in the acceptable reasons for cancellation. However, it is up to the Host to make the final determination. The Host once again declined. Why would I have gone to stay where there was no power? If I hadn’t canceled would they have let me and my family come stay with no power? Why would Airbnb write a policy that gives Hosts the final power? Airbnb is NOT about the customer. BEWARE!

Use caution when booking with Airbnb. Will never use them again. Was promised a full refund by Airbnb in writing however we are still missing $600 and have contacted customer service four times with little to no feedback and no escalation or any calls back. If they want to be in the hospitality industry they need to honor cancellation policies like hotels (without hidden text that only Airbnb sees and is not written in the contract) especially as it relates to family emergencies during a pandemic.

@airbnb @AirbnbHelp @Airbnb I'm a host in Airbnb for more than 2 years now. This is one platform I loved the most, but of late Airbnb has been responding in such a way that they do not value their host's time or money. I have been following up one payout that had to be released, they now tell me that, I wouldn't be getting the money because they will be adjusting the same for a cancellation penalty (which the guest had cancelled due to lockdown). Can @Airbnb deal with such uncontrollable matter with ease and to help the hosting community as well? #airbnb has been deducting my payout since 2019 for some reservations which was cancelled by guests when the cancellation policy clearly said it's strict. They have been deducting 10000 rupees.

This house was falsely advertised. It is in an unsafe neighborhood. It has filthy carpet. The couch looked like someone threw up on it. There were stains on the blanket. A window was broken. There was trash in the front yard. The host assured us that the house was clean.

I wrote a review on Airbnb regarding to my experience stay at one of their rental homes. They removed it without letting me modify it to meet their review policy. Basically, they didn't want bad reviews of their hosts on their site. I will never use Airbnb again...

I have been using Airbnb for 6 years and have never written a negative review. Recently while vacationing in Spain, we had a negative experience with a superhost. I reviewed the apartment and host with factual information on our stay. Five days after my review posted, Airbnb removed it. I believe the host filed a complaint and Airbnb took her side. However, I gave only factual details regarding uncleanliness, uncomfortability of beds and nonexistent free street parking. I was told that my review is not relevant in assisting other renters but of course if I had read the review I probably would not have booked this apartment. I now have to wonder how many other negative reviews are removed and why they would allow a host to misrepresent their house/ apartment. I will be hesitant to use Airbnb in the future.

Airbnb’s illegal practices. If I could give a negative 5 stars I would. Airbnb is a complete ripoff and allows illegal practices from their host. I recently relocated to Atlanta, reserved a long term stay only to be told by the building management that the host was being evicted due to an unpaid balance of over $12,000 AND that Airbnb’s were not allowed to be in their building because it’s a violation of the lease. I advised Airbnb of this issue and that I now will be homeless with my daughter in a state that I have absolutely nowhere else to go. The rep told me that she would adjust my check out date to reflect the eviction date and remove the remainder of the balance since I am being forced to vacate the property.

Contacted our host "Tim" to ask if I could CHANGE our accommodation dates - due to border closures totally out of our control!! We had booked a 3 bedroom apartment on the Gold Coast for a family holiday. The request was put in 3 weeks before the date we were supposed to stay. He refused to help us & wouldn't budge on the dates. We were FORCED in to CANCELLING the accommodation and received a refund of less than a QUARTER of what we paid!! I explained to him that my family struggled to save up for this holiday & if we lost the money we wouldn't be able to reschedule. He couldn't care less. We have a child with severe disabilities & were really counting on this break, but we can no longer afford it now. This greedy behaviour is UNAUSTRALIAN and UNACCEPTABLE. Greedy hosts and owners stealing from families that have no control over their circumstances. Extremely dissatisfied & will never book with AIRBNB again.

I rented a unit in Puerto Vallarta for 3 months that had a "48 hr" policy. When I clicked on the 'details' of this cancellation policy somehow the wording made me think I would only lose the service fee if I cancelled after 48 hours. I ended up cancelling a few hours after the 48 hr deadline - like 2 1/2 days for a vacation 6 months into the future. The proprietor had put through $8,000 dollars Canadian on my credit card unbeknownst to me and once I cancelled the owner flat out refused to give me a refund. I am also a strong believer of 'fake good reviews'. - I think there are people who do these fake reviews for a living. So I believe the reviews for Airbnb are not accurate as I believe there are many people in my situation.

Airbnb has turned disgusting, as they do not want to help when you have damages. They are fake and lie with their contractual agreement. They do not care to help or be a responsible booking agent. They are not a respectable company anymore.

The day before check in, the host informed me that my reservation for 10 was wrong & that the place could only accommodate 7. The entire listing was WRONG. Advertised as “lake views, pet friendly, boat slip, room for entire family”. The only thing accurate was lake view. To avoid over occupancy issues, I had to rent a second place last minute for a few of the family members. I also had to board my dog last minute upon learning the DAY BEFORE that pets were actually not allowed.

2nd time use Airbnb, will tell everyone never touch with airbnb, basically no customer service, they don’t know how to train their employees to be a customer service, bad room, super dirty. Don’t know why feedback so good, call customer service to file complaint, they don't care much. Say something can be look different than the picture and won't offer cancellation or credit. The end we didn’t live there and waste money on that for 2 nights, I bet such company can’t survive for long.

I booked a room on the Airbnb app and even though I selected the 4th of Sept 4 it booked it for the 5th. I tried to make adjustments and contracted the inn keeper to cancel but they wanted to charge a 50% cancellation fee. A fee for what? You crook you.

We had a wonderful time in the area. Small town with many outdoor activities. But all that changed when I received a negative review about our cleanliness left at the house. Keep in mind that there’s a substantial cleaning fee and admin fees on top of the rental fee. This kinda lefts bad taste for our trip. These host don’t know the service and hospitality industry. I’ll stick to a reputable hotel from now on and get better treatment, don’t wanna spend my good earned monies on these hosts that try to make a quick buck and complaining when need to provide a service.

The listing didn’t disclose a 207$ fee. As soon as we were sent it, I tried to cancel because we couldn’t afford it. Nope- no help for days my refund went to zero in the meantime. Many calls 16 messages- stuck with a scammer house with my children.

This review is from the renter's perspective. I booked a stay at a condo in Maui for 11 nights and after 2 nights the air conditioner malfunctioned. The host agreed, in writing through the Airbnb.com website that we could check out and receive a refund for the remainder of our stay. She even agreed to the amount and asked us to send a request for the refund through the Airbnb website, which I did. Two days later after we had already moved to other accommodations the host refused to honor our agreement alleging there had been a violation of her rules, which was a lie.

I booked a property in when Brisbane was downgraded from a red zone to an orange zone by the Vic government. This was on the Monday the 12th July. We were then placed in lockdown by the Vic government on Thursday the 15th. Our check in was supposed to be on the Friday the 16 July. Only half of my Money was refunded. A full refund was at our Greedy hosts discretion. Don't even get me started on the support team, they are absolutely hopeless. Weeks and weeks waiting with no response.

Here is the list of issues I experienced staying at a house in TobyHann area rented out through AirBnB. On entry, we were asked by the cleaning crew to not dispose off any tissues in the toilet - There is a lot of construction dust and dirt on the carpet making it hard to breathe in the house - the dishwasher leaked and we had to clean the kitchen and hand wash all dishes -The dryer was not working and we had to go to Walmart to shop for more towels - The sewage in the front yard constantly was leaking and we could not stand in the front of the house - There was no light in the master bedroom -One of the upstairs bathroom shower was not getting hot water and I ended up taking shower in cold water -Another upstairs bathroom toilet was leaking water constantly, making the flush to not work.

I canceled a reservation within 48 hours, and it states full refund within 48 hours, nothing else. I canceled, then I received a message stating I received a $0 refund. I contacted support and they said it's within 48 hours, but because I purchased a stay longer than 30+ days, it's nonrefundable. Very misleading, they left that detail out on their phone application. I'm now down $400. I have no other money to create a new reservation.

Back in April 2021 I booked a trip for Canberra for the July school holidays, there was zero signs of covid cases and we hadn’t been in any lockdowns for a very long time. End of May NSW went into lockdown. I contacted my host April regarding this and she was happy to reschedule for September school holiday, which I thought would be fine as the alternative was only getting back 50%. However we have now been advised lockdown will continue for NSW until end of September, lockdown has been continuously extended for us. Canberra also went into lockdown a couple of weeks ago and I was surprised that my host April didn’t cancel my accommodation as both states are now in lockdown.

I have been trying to cancel my AirBnb reservation for over one week. Went through help center on their website and couldn't do it. Called in and was told no refund... Wth. We weren't leaving for trip until end of October. Plenty of time for them to rebook. This is a rip off and I will NEVER use AirBnb again.

Zero customer service, everyone in support centre passing the buck. They allow hosts who should not be hosting then provide no support. One “supervisor” passing you to the next one, zero solution. Horrible company!

I book a 2 week stay on Airbnb for the Christmas holiday. 2 weeks later airbnb host canceled my reservation. Host told she wanted to use the apt. She told airbnb it was damaged and she had to cancel my reservation. I had a book a flight and was not allowed our refund. The only airbnb still available are over $100 per night than my original rental. Everything else has been book. I contacted airbnb for help since I cannot afford the higher priced rentals. I have received no help whatsoever from airbnb. Now I am out over a $1000 for airfare. So no Christmas with family and I am heart broken. DO NOT TRUST AIRBNB!!

When booking a stay through Airbnb, I submitted a partial payment of $730 to hold the rental as a deposit. The app showed the refund that I would get if I should cancel, however; when I did cancel due to family members that were unable to attend I requested my refund and was told that I would not receive a refund because of the host strict policy that was hidden. They have a way of hiding the important information and showing general information to cover their own behind. If you are a first timer using Airbnb I strongly suggest you be cautious because it is all hidden in the small print. I basically gave away $730 to people who are already somewhat financially secure smh!!

We have booked an airbnb in Louisiana, a week after we booked the state started reporting a rise in COVID cases. We reached out to our host to ask if he would consider a full refund (he was offering only a partial refund) considering growing cases, he said he expects things to get better and will only consider a full refund if things get significantly worse. Since then I have reached out multiple times but the host refuses to offer a refund due to growing cases so I went to Airbnb. I have called Airbnb 5 times, and spoken to 6 different people but they keep telling me that someone will contact the host or call back. AIRBNB DOES NOT CARE ABOUT THE SAFETY OF THEIR GUEST! They charge you a fee to use their website, that is the only service they offer. You are not protected in any way. Consider yourself to be on your own if things don't work out as expected.

Think twice before you rent out your home in Airbnb. If a guests damages something, you are in trouble. The Airbnb resolution centre, that does a lot of sweet talking and sugarcoating about "how safe" you are and that apparently they're there to help - forget about it! They make it so extremely difficult to get reimbursement or payment repairs should a damage in your home occur that at some point you can simply give up. No one is available, and should you actually reach someone they will tell you they don't know who is responsible and can't help you. It's pathetic. In my opinion, Airbnb really doesn't live up the standard and coolness they try to project in the world. It's a shame.

My first time experience with Airbnb and I would have to say it is horrible... I canceled my booking after 1 night stay cause the room was very old and dirty. I didn't take photos so I could not justify my refund (my mistake, also warning to people who want to use Airbnb, take photos when you check in!). Then I went to cancel and request a refund cause my stay is 30 nights +. The host refused to respond after I filed the refund in the resolution center. So I want Airbnb to step in and help me solve the case. However, they kept sending the robot to talk to me and though it is said they will respond to my msg within 24 hours. They did not do that. I can only talk to a human after I complained in the feedback!! And I was told I cannot get any refund only when I canceled my stay 2 MONTHS before the last day. It is my first also last experience with Airbnb.

For my 21st birthday my parents wanted to take me to New Orleans since the pandemic was calming down and we could travel again. We booked the AirBnb and probably not even a week and a half later, New Orleans mandated masks and the vaccine in the city, which we were not comfortable doing, so we decided now is not the time to go. My mom immediately contacted AirBnb to explain the situation and they are keeping HALF of the money paid for a stay we are not even going to enjoy now? I mean these are unprecedented times and all because we don’t feel comfortable going to a busy, city during a pandemic, they’re going to keep our money? It’s so wrong.

Hello! I am currently traveling abroad and am in an Airbnb with my boyfriend. I am American, which means I have no cell service. He is European. We arrived here and are staying in this hostel, and have been for some time. At the beginning of our stay, we immediately noticed some things were wrong about this place: the washer we were promised had mold in it, the shower flooded (you cannot shower without mopping afterwards!)... things of that nature. This is actually what leads me to write this review- because Airbnb is using it against us as we try to leave.

Tried to cancel our booking due to COVID, our host said we can get a refund....AIRBNB keep dodging my emails & communication & host (OXY, Surfers Paradise Apartment). Now won't communicate....Do yourself a favor & avoid these guys or you will get ripped off just like us....DISHONEST....How they can still operate in this country astounds me....THEY MUST be stopped....

Airbnb does not care about customer satisfaction. My vacation was canceled unexpectedly a week before the trip and I was just refunded taxes even though the rental was then rebooked for the entire time. I booked a vacation rental five months in advance and selected to pay with a credit card. It offered the option of charging part in advance and the remainder some time closer to the trip date. To my shock, when I checked in five days before the trip, they had canceled my reservation because the credit card on record had been declined (I had a fraud alert within the five months so the card had to be replaced). Due to an email glitch, I hadn't received their email notification of the credit card issue (when I tried to send a test message, it generated a bounce error).

This review is on the side of a renter. I have rented several times and I had one horrible experience at an AirBnB. Airbnb listened to me, elevated the discussion once they heard everything that happened, tried to help me find a new location confidentially for safety reasons, investigated after I left and they reimbursed me 100%. They treated me much better than the host did. They did everything right when the host did everything wrong. I applaud them for that. Thank you!

To be fair, I have rented my condos out to many people through Airbnb and most have worked out just fine. This site is better than most as they all are lacking to one degree or another. I recently had a guest, actually they are still in the beach condo, that set off all kinds of red flags. Our condos at the beach are in a beach club with a guest office to facilitate check in and on site support. They have over 100 reviews that stress ease of check in, communications and cleanliness. The guest had no history on Airbnb but we have done that before with good results.

I booked 2 nights hotel reservation with Airbnb. But for some emergency I ended up spend only one night which mean I checked out early. My host refunded me the fees that I paid directly to them but Airbnb doesn’t want to refund me for some. I really don’t suggest anyone to take Airbnb. They have the worst service in this world.

Even the fact that Airbnb is great in terms of user friendly app, they do not offer any support to the hosts, when it comes to disrespectful guests, damages, extremely dirty property, guests blackmailing with dishonest bad reviews, and parties against the house rules. If you'll have any problem of the above and try to contact airbnb support even with photos and screenshots as a proof, they'll either gonna telling you nonsense ** or not responding to your messages at all. I had 3 cases like that and airbnb did nothing to protect me. I even have had 1000 euro damage and paid from my pocket + bad review as a cover up from the guest. This platform is a joke.

Arbnb blocked my host account because a ** guest complained about my security camera in my living room and prior to the guest moving the living room camera and the front door camera is on my listing. Guest was aggressive and horrible so I start using my living room camera for my safety giving the option to the guest to turn it of when using the living room when he complained about it. Guest wanted to be an ** so he keep throwing things at the camera just to trigger the motion and he would go close to it and make crazy faces and curse at as loud as he can.

I was originally happy with Airbnb until I went to book a place the second time. One of the owners decline my request because they stated that it was wrong on the website. I did not have a problem with that but when I asked what the actual price was, I never heard back from the owner. Now the same place is still showing on Airbnb for the price that was originally listed and I did a chat with Airbnb, and they told me that the owner can deny my request for pricing if they want to. I do not think that is fair. If the price was truly wrong on the website then why is it still showing at the price I wanted to book the place at. I do not feel that is fair.

I had two sets of guests not read that I had a cat in the listing. Then, the second set smoked pot in my daughter's bedroom, and I found cigarettes and candles used as ashtrays all over my house, despite the no-smokers policy in my listing. The claims department wouldn't cover carpet cleaning costs to remove the smell because these same guests complained that the carpets were already dirty. Airbnb offered half of what I paid for carpet and tile cleaning. I won't host with Airbnb ever again. There is no trust if my home can be ruined, and there is no compensation to fix it.

Airbnb will never back the host, they train their employees to always side with the customer. Be careful hosting as they will never have your back. Customer service is terrible and they do not give you any tools to prevent parties.

Needed help in getting a refund after the property was not accurate. Light out, dishwasher and disposal didn't work, bathtub was in bad shape and then to top it off roaches. Trying to work with Airbnb is a joke. Just know they do not help the customer. Very poor service. Now I'm dealing with my credit card company to help.

We had a bad experience with Airbnb as customers. Long story short, our reservation was canceled and airbnb provided other stay options that were 2 to 3 times more expensive than our previous stay. When we asked for help on booking a last minute accommodation, they kept pushing our request off and said they have already escalated our case. We have waited 2 weeks and have not heard back on how they are going to help us or what is the status of our case.

We planned a trip to Florida...Host never contacted us, even to greet. Had to cancel due to hurricane — host still never responded. We got the cleaning fee back out of our full amount. Apparently Airbnb does not consider extreme weather worthy of refunds (if it’s “normal” for the area) & sided with the host. Learn from our mistake! Brother also lost about $2,000 canceling a reservation at least a month in advance, but missing the host’s deadline barely - Airbnb sided with the host.

We not only lost our vacation to Puerto Rico due to Spirit Airline's mass cancelations this week but lost hundreds of dollars with Airbnb for a pre-paid experience (they now have a market for experiences like Viator). While one Airbnb host (Adventure Mermaid) was willing to process a refund a snorkeling experience right away (so it can be done), another (Alejandro) Rainforest Waterfall & transportation was unwilling to even discuss it. The request was made in advance of the event. The fine line policy states you have to cancel at least 7 days in advance (unless there is a natural disaster). The resolution Center, who in theory was supposed to be an advocate for me, actually worked to establish the host’s position. It wasn’t that the host couldn’t approve the refund due to the circumstances, it was the he “wouldn’t”.

Airbnb only cares about the home Owners. If you have a bad visit like me. They will not help you. My rental in Oahu in a van that was supposed to be a dream vacation was a nightmare. Do not rent from them and they tried to get a full tank of fuel and charge me for things that were broken upon arrival. So I contacted airbnb and they did nothing. I left my review. They deleted it. Never ever will I ever rent from airbnb.

I have never used Airbnb before. I did not know that this person would be able to get away during this Delta variant, take my money and choose not give that amount of money back to me! It feels like she stole money from me. I would STAY AWAY from Vanessa in East Hampton, New York. The Hamptons. This variant is an issue and I am not comfortable being away from home. She won't give me a cent back and is not resolving it- NEITHER is Airbnb- the are horrible and dismissive. It's a first and last time for me.

Host from Airbnb canceled 5 hours before my trip without any reason giving. Booked another place then came home to see AirBnb and the Host didn’t cancel the booking so refund wasn’t issued. I reached out to the host 3-4 times back with no response, reached out Airbnb Auto Reply Assistant and it kept telling me someone was going to help me which didn’t happen and called AirBnb and took 3 phone calls of calling them back after I was being told I would be called back before the day was over before some finally issued my refund. 2 weeks with holding my payment, bad communication and I received no compensation for my time. The worse part was the attitude from AirBnb towards the issue. I would consider not using AirBnb if you don’t want to chase your refund or if you couldn’t afford a last min cancellation. Highly disappointed with the customer service.

You make a mistake of reserving a rental, not even more than 5 hrs of reserving it and you cancel it.... You don't get the full refund. You will end up paying the service fee! Also, they won't even try to help during changes about the pandemic. And I have spend $$$$ with this company and the pandemic affected a lot of changes but they won't help out.

Booked a condo for $622. Was told everything was good. Was denied because of a past criminal record. I own and operate a window tinting business now and been abiding the full letter of the law.. They took my money immediately but won't refund my money back for up to 15 days... Where's the fairness.. Will make sure no one I know uses Airbnb.

I am absolutely astonished at the lack of responsibility that one of their hosts has and I hope for the sake of the company they work to improve their customer service on all levels. We booked a week long stay 4 months ago and paid in full.. SEVEN DAYS before we were to arrive Christine messaged me to let us know she double booked our vacation. She offered me an alternate week. I explained my children started school the following week and asked that she asking the other group to reschedule. She then cancelled our stay and refunded the money we paid - nothing else.

I booked 2 room on July 10th for September 12 - 1 day stay in Barcelona, Spain. From July, I messaged the host several times to inquire about storing our luggage and or booking extra night so that we can check in early. I requested to pay extra or book 1 more day. Host was late in responding for 5 days (back and forth) and finally the day before was booked. I had to cancel since there was no way for us to store our bag, we were flying into Barcelona in the morning and check-in was at 4pm. Munisa kept our $75 booking citing service fee and cleaning fee. Now, remember the booking was cancelled July 30, conversations have been going on since July 15 for a booking into Sept 12th, 2021. Airbnb refused to help me, citing that host refused to refund. She basically made money from my cancellation which she will turn around and book to someone else.

We found bed bugs during our AirBnB stay and contacted customer service. The representative was less then helpful when we said we wanted to be put in other accommodations. We needed a pet friendly place to go after finding the bugs and we were told that wasn't possible and the were only going to refund ONE of our nights and WE would have to find other accommodations. After explaining 4 times that this is not our problem because we are using the AirBnB platform, the customer service rep refused to transfer us to someone who can help and again told is it was up to us to find pet friendly accommodations and to submit a refund request. His response Every time was "I'm sorry sir, that is not possible". It was the worst customer service experience. There was zero effort put into helping us and we felt alone to deal with an issue that should be on them to assist us with.

I booked a reservation in April for a trip on August 7th through Airbnb. At 12:45 a.m. I received a text message saying my reservation was canceled and to check my email for details. In the email I was informed that my airbnb account was reviewed and due to my having a criminal record that my account was now permanently disabled and that any and all reservations were canceled and that I would receive my refund within 5 business days. Now I am forced to find other accommodations for my trip. 9 days before my departure date. I feel like I have been discriminated against and that I'm being punished yet again even though I've done my time and paid my debt to society. I am thinking of suing airbnb for discrimination and I do not recommend them at all!!!

We are longtime customers of Airbnb. We arrived at our home to find significant safety and health issues. When we communicated our concerns, the host ignored us. Airbnb offered platitudes and essentially ignored our concerns (e.g. condemned, graffiti covered home next door, sewer line venting into space advertised as bedroom, sharp metal duct work at eye level in living space, leaking shower, etc.). We will take our business elsewhere.

Airbnb is simply a fiasco - starting with the software platform and then operations + customer service. They do NOT know what they stand for and for this reason hire poorly. Their operations and customer service are not focused on solving problems - instead create long delays. Stay away!

I rented a place for my family & drove 1500 miles only to have the rental be infested with 2 inch cockroaches or a they call them "palmetto bugs" to sound less disgusting. I contacted the host & AirBNB within 2 hours of checking in since I spotted a live roach in the home. It was after 10pm so I couldn't get a representative from AirBNB on the line & the host brushed it off claiming "it's raining, it's Florida, they're native there, you can treat the property with insecticide yourself if you'd like." After 6 LONG days of dealing with disgusting vermin, the last straw being a roach coming up the kitchen sink as I prepared to cook a meal, I contacted AirBNB & after some back & forth they refunded me only 2 thirds of what I'd paid for the month there.

I stayed with one of your host, asked him to extended my trip for a extra day. He did that around 8am, around 11am the property not the host told me I had to leave due to not paying. After the host already received my money and confirmed the extension. The host did not come to fix the problem. He went on my review for the property and left a response. Nothing in his response was accurate or true. He got offended because I left a 1 star review. Airbnb does not want to take it down. They said the “response” is within the policy’s of Airbnb (a host can lie on anyone)

AirBNB does not seem to care about its customers. We made a request for a property. It was accepted by the owner. We scheduled our entire trip across country around that reservation. Next thing I know, the owner canceled our reservation. By the time we found this out, all the reasonably priced properties were gone. Air BNB would not back up the reservation or give us any kind of accommodation for another property. They just DID NOT CARE ABOUT THEIR CUSTOMERS. They should have waived the service fee (and charged the property owner that amount). What else is an almost $400 service fee for?

Hi I have a bad experience about a house that I rented by Airbnb. It was in Lake Placid NY. We rented a house, owner name is Chris and Troy house name in Airbnb is Heart of Paradise. We rented July 25th check out was July 26th. It was rented for 8 people but suddenly the day of the check in we just have 2 extra and we just offered him if we could stay or 2 people would go to the hotel.

I had a conflict with a host. The guy was big and aggressive. I reported him. The host retaliated against my complaint by posting inflammatory lies about my stay. VERY INFLAMMATORY. Although I had videotaped evidence that directly refuted the hosts claims, Airbnb refused to delete the post. Airbnb has an explicit policy that forbids dishonest claims or bullying posts and states they will be deleted. That was my 4th and last use of their platform. Thank God for American capitalism and competition. Hello Vrbo!

Customer service was unable to stand behind the cancellation policy to get my 50% refund. I provided proof that nothing was given to my bank. Airbnb received over $700 of my money and never refunded any of it. Customer service manipulated their cancellation policy stating they did not have to give me 50% of my refund back because I had given 50% down on the total fee. Which was untrue I gave more than 50%. In the past I had stayed at several Airbnb‘s without a complaint and leaving positive feedback for any privately owned Airbnb hosts. It’s too bad because I really enjoyed staying at some of the places and enjoyed some of the host. I don’t feel comfortable giving my money to Airbnb anymore after this experience. I never had to cancel but sometimes in life plans have to change and Airbnb was not appropriate with a minor change in plans.

Airbnb is running a SCAM. Reservations are made and immediately accepted and large sums of money come out of your bank; minutes later the ‘host’ cancels and Airbnb keeps the money for 15 DAYS. They had $860 out of my account. Another time I showed up at a site in the middle of the night full of bugs with the ceiling falling in and documented it all with photos but it was inhabitable. Airbnb said my claim was unjustified. When we reached a settlement they twice misprocessed and didn’t give me my full refund. THEY NEED TO BE INVESTIGATED!!

I was Excited to stay at one of the amazing condos I saw on Airbnb, I booked one, paid half the $, then Airbnb asked for a govt ID then they asked for a selfie, 49 selfie pics later still not verified and didn’t get my full deposit back! What a scam. Reported them to the Michigan attorney general's office as well as the BBB.

After 7 years as a Super Host at Airbnb and so many issues, I'm glad to say that I AM LEAVING THIS PLATFORM!!! I refuse to work with a company that doesn't work with me, ZERO host support or common sense. Every issue I encountered by guest's broken items on my property Airbnb would always simply declines the claim, saying it's normal wear. NO IT IS NOT! I had thousands of dollars in damages over the term of my 7 years and every time I would have an issue I would follow their long and detailed claim process, but would always get a late and unsatisfactory response from them denying the claims. There are other platforms that are doing a way better work, with same or better results and way less headache.

My resort room got broken into and I ended up in the hospital over it. They have failed to help their customer. I have emailed the CEO numerous times and they are bending and breaking the law by lying to their customer. I sent the proof of the break in and have been calling for help regarding the matter for over 90 days straight. It is DEPLORABLE.

You can see others’ reviews with the same story. AirBnB or the Host change a reservation. Then reduce the refund amount (in my case to less than half what I paid for the changed night). Everyone unapologetic about the scam they are running. I added it up and now realize that I overpaid by $600 for using Airbnb compared to booking directly, thanks to their upcharges. They would not honor the refund policy, instead keeping most of what I paid by “recalculating” and saying the nightly rate had changed by hundreds of dollars. I have heard Hosts themselves say AirBnB is a scam. Apparently what everyone who knows does is find properties through the app, but then book directly with the owner to save yourself a lot of money.

My experience is based of the booking side and I have to say that I didn’t have a problem the prior times I rented but on 7/16 that all changed and I will NEVER use the service again. I was traveling with 4 small children and had car trouble. All nearby hotels were full and I was beginning to panic but realized I had the AirBNB. I opened the app showing my profile, previous stays, etc. I was relieved that there was a lot of availability and I thought it would be ok. Sadly I was so wrong and it just got worse. I kept getting an error message when trying to pay explaining that my validation wouldn’t be completed in time to reserve. Shortly after that I got an email asking to submit my ID (as I did years prior). I immediately took the photos of my ID and submitted but this never fixed the error message. Panicking I tried at least 20 times and just kept getting the error message. Ultimately the kids and I had to sleep on the side of the road.

July 5, 2021 I went to the listing that I paid $491 for and upon my arrival I noticed that the listing did not follow the CDC COVID-19 and Airbnb COVID-19 guidelines. I contacted the host immediately and told him I felt uncomfortable staying there due to the unsanitary conditions. After several hours of taking he decided that he would only charge me for the cleaning fee and that I needed to cancel the booking and a representative from Airbnb would contact me. They never contacted me and the next day I was charged for the entire booking that I was told to cancel.

First and last time I will ever use Airbnb. I confirmed and paid for an extra-large place near Disneyland 6 weeks in advanced. With less than 48 hours of the trip, the host cancels on me so they could resell it for a higher rate. Been a week and no refund. Airbnb operator says they can't do anything for me and then LIED that they will have a supervisor call me within 24-28 hours. Airbnb doesn't even allow me to leave a negative review for the host since the reservation was cancelled. I wonder how many others they have done this to. What confidence can anyone have when planning a family vacation if Airbnb and its hosts can pull things like this.