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GB
1 review
3 helpful votes
Follow Iris M.
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Best starter times are over! A lot of fake listings and airbnb doesn't care. Sometimes they find scammers take them off the website but don't warn you even if you had contact already. Please look out!
Do not expect any help from airbnb, if anything goes wrong. They don't feel resposible whatever goes wrong.
Don´t book here, it will cost a lot of money and the house you have booked will not exist.

Date of experience: January 7, 2014
California
1 review
5 helpful votes
Follow Nancy S.
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My first (and last) experience with airbnb was trying to book a space. The listing was reasonably priced and perfect for my travel dates. My reservation request was declined. I assumed that someone else has requested the space before me. Turns out the listing was reposted that day for $60 more a night. I was curious so posted another request for the reservation. The request was denied. I am betting the price goes up again today.
Contacted airbnb and they said they can't control it and have no repercussions for hosts that raise their prices in this manner. Good luck with that business!
The host, by the way, is "Shannon" in Las Vegas. I'd suggest you stay away.

Date of experience: August 20, 2015
New York
1 review
2 helpful votes
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Hosts beware
August 18, 2020

If you are thinking about becoming an AirBnb host, think twice. When conflicts arise with guests, they will ALWAYS side with the guest. If a guest complains, they take action quickly and will deduct money owed to you from your next rental. If a host has an issue with a guest, and I have had several in five years, they are slow to respond and hesitant to reimburse for damages, despite the company having more than 30 billion in assets.

Date of experience: August 18, 2020
Canada
1 review
3 helpful votes
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Do not use this app
March 8, 2019

Terrible customer service. Cannot get a hold of ANYONE! I sit on hold for 10 minutes to get hung up on. Not once, not twice. But 3 times. Not impressed. Ill be deleting my profile and not using this again.

Date of experience: March 8, 2019
Ohio
1 review
3 helpful votes
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Frustrating
August 28, 2015

I am in the process of attempting to cancel my first reservation on airbnb. The process is frustrating, airbnb charges you fees without clearly telling you in advance (although the information was certainly available somewhere), and it's rather a pain.

Date of experience: August 28, 2015
Colorado
1 review
0 helpful votes
Follow Lydia H.
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Refused a reservation…
January 16, 2022

Set a reservation for an overnight at an Apartment in Fort Collins CO within 24 hrs the reservation was cancelled by the Host Olivia. The information on my account stated she cancelled it due to the apartment being unavailable but sent me a text saying she didn't rent if you didn't have any reviews as a renter. Here is the dilemma how does a first time renter have reviews? We were told by customer service not to worry a choose another location and they probably wouldn't care similar to him apparently since I specifically rented based on price and location. I asked if there were any repercussions for her as a host basically lying and was told there are not. I of course will not be setting any reservation with Airbnb now or in the future. Their lack of concern and Olivia's lack of professionalism will stick with me from here. I have rented over four times in six months with Vrbo and had the best stays not sure why I didn't go there first.

Date of experience: January 16, 2022
Germany
1 review
6 helpful votes
Follow Terry H.
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Airbnb was like: Too much money and time? Then we can help. We allow our hosts to cancel your reservation at any time, with or without a reason. No penalties or bad reviews. Just keep searching and we will give you 10 buck off for your next booking. But there is a catch, next host can also cancel your reservation at any time, with or without a reason.We will be laughing at you because you actually fall for that again.

I was like: Thank you Airbnb allow my host cancel my Madrid reservation the last day before i arrive so I can book a last minute, overprice, faraway location hotel. Now i will have less money and time for the nice wine and the nightlife in Spain(thank you for caring my health and safety too).

All jokes aside. Bring a sleeping bag if you plan to book with airbnb because there is no guarantee you will secure your place even you pay full amount and may end up homeless in different country.

Date of experience: October 8, 2015
DO
1 review
2 helpful votes
Follow K A.
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I would have given Airbnb no stars. Truly an incompetent group of people. My fully paid booking was cancelled after a month, 20 days before my trip, and they have taken no responsibility for it. I have communicated with various people at Airbnb, over the phone and email, and have gotten nowhere. They should be ashamed of the operation they run.

Date of experience: June 13, 2017
Massachusetts
1 review
0 helpful votes
Follow Bobbe R.
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I have been a user of this company since 2008. As it has gotten bigger, the service has gotten smaller, and the prices have gone up. We booked a $7000., 4 bedroom house, right off the beach in Oahu, 3 months before our trip in order to make sure we were meeting the needs of our children and grandchildren. 2 weeks before the trip the host cancelled. All Airbnb gave us in help was $100. Credit for our next booking, which was impossible to replicate. Then I noticed the host who cancelled was allow to stay on as a place to book. They should not allow place to do that to customers and expect to be allowed to remain with the company.

Date of experience: June 20, 2018
Texas
1 review
1 helpful vote
Follow Skye B.
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Horrible service, extensive wait times, hands bound by service reps & they are shedding homeowners for being a big hotel. They are buying their own properties to convert to longer term stays. Cutting out homeowners for their new hotel purchases & servicing big hotels. Their conversion alerted hotel lobbyist knowing Airbnb was no longer serving homeowners, but directly competing with hotels. Airbnb is founded as an online business working remote across the world. Now Airbnb pretends they were a brick & mortar operation that is clueless on how to operate as an online booking company. They never were a 1950's call center. Now they make excuses, using Covid 19. Covid 19 just pulled the curtain away faster to prove they were already shifting out of servicing the residential market..

Date of experience: July 31, 2020
Washington
1 review
0 helpful votes
Follow Erin E.
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Hands down the worst customer service I have ever received. Once you get through the robots you get passed around from person to person where you get to repeat yourself each time with NO RESOLUTION. Don't be surprised if you have to wait over 24 hours each time for a response. We were not able to secure a booking because Airbnb message continued to say that our account was under review. Airbnb claimed the issue was with our credit card. We reached out to our credit card company who confirmed that Airbnb had successfully charged our credit card zero dollars 3 times! This was our first and last dealing with Airbnb. I wish I had searched reviews before attempting to book through them.

Date of experience: May 27, 2021
GB
6 reviews
26 helpful votes
Follow Frank T.
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I use airbnb in several European countries, and lets just say once you paid in advance is up to the host to give you what he or she promise and not all of them are honest, when you write back to the company never they give you your money back and many times it takes days to fix or give you another option if ever...
I will not use it again

Date of experience: March 11, 2016
Florida
1 review
0 helpful votes
Follow D R.
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We rented a Airbnb last month through this site. Upon entering the neighborhood we realized very quickly that we were in a really bad neighborhood and did not feel safe even stopping at the rental. We reached out to the host and informed her and then immediately found a hotel nearby and spent an additional $1300 to stay in the same area. The host did not reimburse us any of the rental which was also $1200. Then we left a review sharing our experience and how concerned we were, and how we didn't understand how all of the reviews were good. Now I understand why because Airbnb then deleted our review a day later. This is such a dishonest an ethical system. Do not rent from Airbnb.

Date of experience: October 31, 2023
North Carolina
1 review
2 helpful votes
Follow Kevin D.
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Miami January 2020 decided to book 4 nights $500+, charged my card, checked in then hour later got evicted due to being illegitimate set up in a nice high rise Miami Beach. Wasted half a day of my vacation. They refunded my money and offered $48 credit on next booking. Against my gut feeling a few days later I decided to book 4 nights Pompano Beach, listing posted at $87 per night but after "FEES" was $125 per. I booked anyway but they never applied my credit. Property smelled of cat urine. I Spent hours back and forth and eventually just gave up. HORRIBLE customer service!
NEVER again will I do business with AirBnb.

Date of experience: January 20, 2020
California
1 review
1 helpful vote
Follow Jessica Y.
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I just discovered that a negative review I wrote about a recent guest was not showing up on the guest's profile when I logged out and accessed the guest reviews indirectly through another listing of mine. However, the negative rating and review from this guest were fully impacted my host profile. I am absolutely disgusted by this unfair and discriminatory practice by Airbnb.

Date of experience: August 12, 2019
Australia
1 review
0 helpful votes
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Totally Unreliable
May 25, 2022

I would rate them lower than 1 if it was an option. Booked a property for 20 nights. Paid. Cancelled with no reason given. Booked a another property for the same 20 nights. Paid. Cancelled again after sitting on it for 4 weeks. Very hard to make overseas plans when all I get is cancellations. The least I could expect is an explanation.

Date of experience: May 25, 2022
Virginia
1 review
0 helpful votes
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No customer service
October 2, 2020

If you have an issue or a question and it doesn't pertain to a reservation beginning in 72 hours, there is No way to get help. My issue was regarding a cancelled reservation, so I will never be able to talk to anyone.

Date of experience: October 2, 2020
Canada
1 review
2 helpful votes
Follow Raham C.
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I rented a house at Vancouver for six people according the website information.
First I asked for five and they confirmed that location for. Then we decided to go
As six people and asked them, again they confirm that place and charged us an
Extra for adding one person. Reaching a place and become shocked, there was only
Two bed and one sofa bed. A small dining table with four chairs, no oven, no toaster,
No extra bed, not enough cutlery, a pot and a pan have not lids, no detergents, soap,... Reporting those issues to Airbnb and have not receiving any solution, refine extra charge or even an apologize. I do not recommend Airbnb to find a place for you at all.
The worst experience have ever we had.

Date of experience: August 23, 2018
California
1 review
2 helpful votes
Follow Michael B.
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15 days in advance, I made a reservation at 11:27 AM. It was confirmed at 1:31 PM. I cancelled it just 17 minutes later at 1:48 PM. Now I'm charged a $24 non-refundable fee. I received nothing whatsoever for my payment. RIP OFF.

Date of experience: June 21, 2016
Tennessee
2 reviews
4 helpful votes
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Airbnb canceled again
September 21, 2017

I just received notice less than 2 weeks from departure that my airbnb reservation in Chicago was canceled. The same thing happened the last time I booked a reservation last March in San Francisco. I am attending a conference and the conference is sold out at this point. This makes it difficult to find reasonable lodging so close to date. I have used airbnb for years and it seems service is not there anymore. Will look for another service.

Date of experience: September 21, 2017

Overview

Airbnb's reputation is significantly marred by persistent complaints regarding its customer service and the quality of listings. Customers frequently express frustration over inadequate support, particularly in resolving issues related to cleanliness and safety at properties. Many report feeling unsafe or misled by inaccurate listings, leading to financial losses and dissatisfaction. Conversely, some users have had positive experiences with Airbnb Luxe, highlighting exceptional service and quality accommodations. Overall, while there are isolated instances of satisfaction, the overarching sentiment reflects a concerning trend of unreliable service and a lack of accountability towards both guests and hosts.

This summary is generated by AI, based on text from customer reviews

service
575
value
529
shipping
183
returns
297
quality
480
+850