AirbnbReviews 2,089

We rented an Airbnb that was not even cleaned. They had it listed as meeting safety standards. We found roaches and dirty dishes. The place smelled like an incense store. Disgusting! Airbnb's customer service could not care less!

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!

Only been here (Sullivan's Rd, Yamba). Poor location. Council should not have approved building permits, area is one big swamp. No wifi, no internet unless you purchase Telstra sim. Even then need to move around to get signal at 3am or early morning when there is no congestion on network and risk being eaten by mosquitoes. Stay away!

I was charged for an accidental booking that was immediately canceled and customer service was called to resolve the issue. I have been calling for 2 days now and all I have gotten was the run around stating they need to speak with the property owner to clear removing all charges. I actually call the property owner which Airbnb stated they could not get in contact with and was able to speak with their customer service rep. She stated that there is nothing in their system to stop Airbnb from totally cancelling all charges since the reservation was cancelled. She also stated that the realty company site actually gives you 7 days to cancel a reservation. I called back numerous times to Airbnb with this information and was told by one rep he didn't have a supervisor I could speak with about my issue since he was of no help, that I would get a call back. Then called again and was put on hold a few times just to be told i would get a call back, no call has been placed to me. I have messaged their support portal numerous times and still no help with this issue. My account is now overdrawn, I have no money to pay my rent and will probably face evection if not resolved by the 10th. All because I was not aware i was actually making a reservation while trying to get a breakdown of the rates for a rental. All this and all i have to show for it is a cancelled reservation, so pretty much it is costing me $3223. 67 because i accidently click the wrong thing. Airbnb could have helped me and had a customer for life but instead they choose to be a greed company and profits at all cost. Now I have no money pay my bills, account in the negative so can't even close it to open a new one. Just screwed I guess.

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. Today, I received an email from Airbnb stating that I was removed from Airbnb Community and my account is suspended because I used an "N." word in my review. This is a totally wrongful accusation, as neither this word, nor any other words referring to the subject were used in my review. How Airbnb was able to accuse me of a use of the word that was not used in the review - I don't know. All my communications with this owner are deleted, and there is no proof. I am not able to talk to anyone from the company so far, but was told that someone might contact me.

When it started out it was a good way to an find affordable place to stay.
However, over time, it has become rife with false actors and claims, by both the hosts and the organization itself.
One-the hosts never list what actually exists in their space. The most common misrepresentation is that you and the host are the only people in the apt. HAH...
You get there and there a many people staying there and you have to interact with them. In my last stay the host didn't even introduce himself, and there were strange men in a room directly across from me. Was I told this before hand? Hell no. They say you have to ask. FU.
Plus no locks on the door in most airbnbs, so in my case with my passports in my room, my good camera, and my clothes, I had no idea if they'd still be there when I returned. Again, I asked the host why not. He didn't answer.
Also the listings claim they are 'Covid protected and have undergone cleaning measures to do so. HAH... I get there and said strange men are roaming thru the apt unmasked, in the public areas. I'm paranoid to use the bathroom.
Then the organization lets you write a review. I wrote mine detailing what's said here. They published ONE sentence of the review. When I brought this to their attention, they said it was too late to write another. Sure it was too late because I was speaking a truth they want to cover up. Why? Becuase they are a shady organization and only want your money. My advice, is to avoid them like the plague and find a hotel even if you have to pay a bit more.

Our host Anastasia cancelled our booking in Williamsburg, VA within 18 hours of our checkin. No explanation! Anastasia was a nighmare to work with and took us on a financial ride. She never answered our financial questions and told us the day before checkin we would receive our checkin directions (Liar)! Never will we use Air B and B. This was our second bad experience, never again!

The reason I really love Airbnb is because of the empowerment they provide to their guests'. Where else can you find an organization that lets you visit a stranger's home, steel and damage their stuff and abuse the hosts with impunity without having to worry about any consequences.? They've achieved a level of standards that truly depicts how much man has evolved. The only bad thing about Airbnb really is that they don't seem to support allowing GUESTS' to be physically abusive and violent to the HOSTS'. That would be icing on the cake. But I suspect that it probably has something to do with stupid laws and human rights and stuff. But hey, nobody's perfect.

Did you know that when you book through AirBnB, the host can change the terms of the contract at anytime or cancel your reservation at their discretion with no penalty? They can decide you are not paying enough, charge an additional $2000 and expect the guest to pay with no question? If the guest does not comply - reservation is cancelled. Yes, it happened to me... How are they still in business?

On 4 occasions booking that was made months in advance was canceled few days prior the stay. I ended up renting more expensive and less convenient accommodations. After last booking they stole money from me, promising they will refund it (I have screenshots) then they become quiet for few days. After I contacted them again regarding refund they wrote that they are sorry, refund is denied and that they can't do anything about it. They are thieves, liars and scammers. Stay away from this site.

All you have to do is search YouTube for Airbnb horror stories to see how little they care for they're customers. My family experience our own horror story with a dirty, misleading and vacation-ruining Airbnb. They allow owners to continue to scam people. They were of absolutely no help for our bad experience without the amenities that were promised and with dirty towels and sheets and old food left in the fridge and cabinets. I'd heard good things so I encouraged using their service for our large family gathering and to arrive to a place that was so dirty and truly disgusting was a disappointment for our trip. I know there are good owners but Airbnb's customer service makes it hard to trust this company.

Great until you need help. The costumer service is truly terrible. Check out reviews here and on trustpilot.

I have never in my life experienced a worse customer experience. Not only was I tossed around an automated system multiple times before I could finally talk to someone, when I finally talked to someone they hardly spoke english and did not help me with my reservation at all. They would not solve my problem for me and honestly I will never book through air bnb again but only directly to the hosts. Steer clear if possible.

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. They instructed me not to cancel my booking on the website or the case will be closed internally. I said the 2nd installment is due soon, please make sure you don't take any more money from my account (2nd and final installment), they said they wouldn't. 2 weeks later they take the 2nd installment, bringing the total payment to £3650. I contacted Airbnb immediately when i knew they took this money. They said it was my fault for not canceling the booking. After many emails and communications, I was able to get back £1560, but only once I cancelled the booking on the website. Airbnb refused to give me back the other £2090 saying they don't accept covid as a reason for canceling bookings, even when the government cancels flights. £1500 of our money went to the host and Airbnb kept £590 for their services. So we are out of pocket £2090 at Christmas and Airbnb has closed our case and refused to support us any further.

Covid is a pandemic whether we agree with it or not. People/guests get sick and can't travel, unless the hosts and AirBNB wants the host to be contaminated. Beware, they will not honor host commitments for refunds, nor will they validate a refund when you have to cancel due to succumbing to Covid.

At least you have that opportunity with Hotels.

The worst expiriance ever, i am 7 years on airbnb and have more than 7 apartments! Few are ruind without any help, they didnt pay me 8 mounths for reservations i ahd and after all that on the end THEY CUT ME ONE RESERVATION WHEN GUSTS DIDNT COME IN MY APT, THEY JUST TOOK MONEYN AND GIVE BACK TO GUSTES! HOSTS DO NOT USE THIS PLATFORM!

This is Airbnb response: "This is Vanessa, one of the Senior Support Ambassadors of Airbnb. I'm sending this email to give you an update with your concern.

I would like to inform you that we have tried to reach out to your host, but unfortunately, we have not received any response from him, that's being said, I'm sorry to inform you but we cannot issue any refund without getting the side of your host since the issue was only reported to us after the reservation completed.

Thanks in advance for your understanding."

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.
I am a disabled person with moderate back issues. This condo clearly doesn't not meet federal ADA requirements. I pointed this out to Airbnb which fell upon deaf ears.
I tried for 3 days to cope in this condo yet Monday morning it became clear I was not able to work in this environment. I contacted the owner who agree to refund my four nights that I did not stay and the admin fees of $150. Grateful, I agreed to leave early so she could have the placed cleaned and re-rent the place.
I called Airbnb to claim the credit the owner and I agreed upon. They argued with me, would not refund the admin fee, said the owner decided I should only get 3 nights refund instead of 4 that we agreed upon.
I spent a couple of hours on the phone with several Airbnb agents to no avail. I was not going to get my$375 back, $250 admin fee plus one night of $125 plus tax. I then filed a dispute with my credit card company, included the text messages and emails where I was promised the refund; then to my incredible dismay the credit card sided with Airbnb!
I am still fuming mad that I was cheated out of this money plus 3 horrible nights of road noise so loud that I could not sleep at night. Even with white noise, the freeway noise outside the windows was quite loud and could easily be heard over the white noise.

On top of that I was in a beautiful city for a week with no place to stay!

I am ditching my credit card company and I will never consider Airbnb again! To be blatantly cheated like this just isn't right!

PS - the Airbnb host can delete all bad reviews from their individual hosting sites.

First Time user of Airbnb, reservation made for travel to Puerto Vallarta unfortunately had to cancel with a 2 month window of travel date. Cancelation was horrible, Dean who is the host has a cancelation policy of 50% refund if you cancel. BUT, it does not read 50% of full price. We paid a deposit of $431.00 dollars. Our refund for canceling was $28.00 (Cleaning Fee). Be careful and make sure you ask in writing what the cancelation policy is because what he has online does not say 50% of full amount!
Cancellation policy
Cancel by
48 hours
After booking
Full refund
Feb 11
3:00 PM
50% refund, minus the service fee
Feb 18
3:00 PM
(check-in)
Refund of the cleaning fee, if you paid one