Airbnb

Expected better from this well known company. Recently, my travel plans were cancelled because I was not able to travel because of Covid-19 restrictions. I called AirBnb customer support immediately, however, after waiting days and over 1 week for responses – they denied a refund for my cancelled trip because of Covid-19 restrictions. Their response is that WHO declared a pandemic in March and their Exceptional Circumstances policy after March 14 does not cover any cancellations related to Covid-19. Do not expect much from this greedy company and take this into consideration when using them to travel.

I was forced to cancel our families stay due to COVID 19. I received a refund minus the $615 service fee. Why? They are giving out FULL refunds for the time of our stay but because I cancelled they say too early I don't qualify. WHY! I stated in my cancellation that it was due to COVID 19. I wanted to give the host enough time to get a new reservation, which he did within 2 days of my cancellation (May 26th).
I, my daughter and son have all tried to call Airbnb with no success after being on hold for more than 40 minutes. The one operator hung up on my daughter bc she was a third party. Excuse me, the reservation was for 16. All they had to do was contact me and verify that my daughter could talk for me. I am 75 years old and do not need this kind of stress. My children (who are in their 50's) were only trying to help. NEVER, EVER will we use Airbnb again. Seriously need to work on their customer relations.

Used them from Years and always with great experiences and great, professional 24h Customer service!

Honestly, I understand they are not perfect but still the best hence lately opening to med/long rent WOW!

The Best

Ive got the worst experience of my life booking with Airbnb, my host cancelled my stay the day I landed in New York, after 2.5 hours spent chatting with the customer care whiteout finding a solution, Ive been told by my assistance that she would have finish her journey shortly and another assistance would have taken care of my situation soon. I was contacted 2 days later after opening a complaint against them.
But isnt over yet, since I had no place where to go I decided to book an Hotel (only 3% of structures where available that day), then asked Airbnb for a full refund of the difference I had to pay between the hotel and my room (ca 600$), after about 10 days of back and forward they agreed a payment of 300$ cash.

Be aware your host can cancel your reservation and you wouldnt have a full refund and potentially no place where to go.

If someone made a party at your property or made a damage, firs you have to talk with 4-5 airbnb representative from different departments, than you have to proof any damage and then airbnb decline your request with the reason - not evidence of the price for the damaged item and it can take months. Basically Airbnb representative always on the side of the guests. Even the damage deposit doesn't work because Airbnb ALWAYS need the agreement from the guest for use the deposit to cover damage. If someone not fallowing the house rules for sure they doesn't want to pay for any damage. Terrible service.

We booked '2 bdrm apartment - 6 kilometres from city'. That's in Watson, ACT, Canberra. We asked for a discount on the $932 for 7 days as its 2 bedrooms and we only need one. They accepted this but the offer came back as $897 so I asked for a breakdown and I know Airbnb also adds their 8% fee. Then they offered $725 + the Airbnb fee which came to $812. The offer was to last until 9.58am on 8 April. However, the site would not allow me to book tonight and they claim someone else has booked the place. This is completely outside Airbnb's policy and shows a total disrespect for Airbnb clients and especially clients like us with a really good reputation. This is in stark contrast to other sites like Booking.com for example who always honour their booking agreements and provide certainty for their clients.

Their famous service does not equal to their customer support. Definitely the worst I've encounter yet! I was just asking them to delete my account since I have the right to have my personal information removed. Instead, what I received was rude agents and they only "deactivate" my account. No further help or respond was provided. Becareful and beware!

I wanted to book a place. I am asked to give my credit card numbers. Then they post a small amount to the card and ask me to tell them the amount. I'm then supposed to let them have a picture of my photo ID. What the X#/!/? Sure, I'm going to give you my personal info plus credit card info. Anything else? Forget it. I've never wasted so much time. I'll never use this site.

After my first AirBnB guest completed his stay, I started looking for my payment. AirBnB said I needed to set up a payment method (I had done this a week prior with Payoneer). I tried several times to add Payoneer on the AirBnB site, but each time was taken to the login site for Payoneer. Customer service wasn't helpful at all, they simply told me " you need to add a payment method." Now over a week since my guest left and I have not been paid.

AirBnB is obviously holding the money and investing it in interest paying securities while screwing hosts by not making timely payment. I wanted to love this company but not getting paid is a pretty big deal.

We were cancelled by the owner for double booking. I emailed the owner to make sure his place was available and for the price during the holiday before booking online. Almost a month passes after booking then we receive the cancellation. Very unreliable and unprofessional!

I canceled a reservation per the policy documented on the Airbnb website and they did not refund my payment, as the policy stated. I contacted them immediately and I have probably been handed off to over 20 support reps. On May 27,2023 someone called me and asked if they could call me back in 2 hours after they looked into the details. I said yes - I knew there should have been lots of notes on the case. Today is June 3 and they still have not called. Each new support person who gets involved starts from scratch with no apparent knowledge of what others in Airbnb have already said. I do not think they plan to uphold their policy. I do not plan to do business with them again. There are other alternatives with more integrity (VRBO, KASA Apartments, Home Exchange).

Quality of service falls.
I am extremely unhappy.
My account is locked, because of some sort of security for me. A guest came to me through the AirBnB service, but the money remained in the blocked account. To my bank account, I could not translate. For this reason, I will have to explain to the guest that he should look for another apartment for rent.

As I host, I have encountered some problems for guests, but as long as Airbnb policy is followed, I have been supported. It's important to not get mad and use the system as intended; hosts and guests should be honest in their ratings to ensure the system works. Bad guests and bad listings get removed.

I had a problem with my booking 2 days before our flight. We were not able to contact our host and did not know the exact address the place we booked. We called costumer service and explained everything. At the beginning it feels like they are empathic and sounds like genuinely helpful. But all of those were just words and nothing but empty words and promisses. They are well trained to speak so lovely and correct without actions.
So disappointing. I was so fooled with thier sweet talk.

I travel a lot and generally speaking, I have a modest and moderate expectation of the rooms I stay in. I have a high threshold for what one would consider a bad stay or bad enough to write a negative review. Don't mistaken that for not knowing the difference between high quality service and a great deal on a real nice room and lowering standards and sleeping in a horrible room; that's definitely not happening.

My issues are not so much with the listers, even though they have gotten real excessive with their cleaning fees, as they are with Airbnb themselves. They have gotten so ridiculous with their extra tacked on fees that not only does the renter suffer but so does the lister because they're also getting hit with those fees, plus the renter may move on because they refuse to pay 50% of the cost of the room in fees, or in some cases, just about as much as the room, so you're basically paying double than what's advertised. It's Airbnb's greed that's going to bury them.

I want others to be aware that Airbnb is changing their cancellation/refund policy effective January 2021. They will NO LONGER allow refunds for cancelled trips due to personal or extenuating circumstances. You will not be granted a refund for the following types of situations: COVID-19 related concerns (government advisories/mandates, surge in cases, etc.), death in family, natural disasters (earthquakes, etc.), cancelled flights due to weather, etc. Please be informed and aware about the new policy change so that you don't lose money on necessary cancellations.

Went to San Francisco and the place that I booked was in the most dangerous ghetto part of san francisco. Never was mentioned on the apartment I rented. I was attacked by a zombie homeless person. I left a review of place and airbnb deleted my review because it wasn't a 5 star rating. They gave me nothing but BS. Crap company will never ever use them again.

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.

I spent hours writing a careful review, following AirBnB guidelines. After a 9 day stay in an apartment that was not as advertised, AirBnb was impossible to get on the phone to help me with the situation. Customer service is non-existent! A month after writing my review, I noticed it was deleted. From what I'm seeing, there is a pattern of AirBnB deleting negative reviews, which is why all of these rentals have such glowing reviews. NEVER AGAIN. I just deleted my AirBnB account.

Today I have found out my credit card was fraudulently used with airbnb. This is the 4th time in approximately 6-9 months. This is a new card due to previous fraudulently activity to airbnb. This card is not even on my account. This is suspicious for sure. Just beware!

Be aware that Airbnb has not safety policy in place to protect renters form scam and fraud. Airbnb doesn't inspect the property, and does not verify that the hosts have no criminal records!
I booked a staying in New Brunswick in Nj, and at my arrival the situation was tragic, nothing like shown on pictures, not a living room with shared space it was more a junk room with a bed in a corner, No Ac there were over 100F in the house, the kitchen was dirty, floor and furniture were dirty and gross, mice, and very unwelcoming place. I got sick for the heat, and Airbnb is telling me that without a picture will not be able to do anything. The area was highly unsafe, and hots started to extort me for money, This wasn't only an unhealthy situation it was unsafe. I was granted only $150n coupon for the inconvenience, but nothing has been done for a safety issue with this listing. I'm highly disappointed because I often travel alone and I felt completely abused.

Of course, sometimes there offers that are cheaper in comparison to the reservations of the hotel, BUT there are many disadvantages:
- there is no exact location when you check the offer
- a lot of information is hidden
- you need to write something to host before booking
-the most important thing - there is no support from customers service. They are just neutral and do not protect the customer at all.

I have recently experienced the situation that the information about additional fees for the later check in was hidden in additional information which is absolutely unfair! Aurbnb should control what the offer of the host contains. I asked for help airbnb but they didn't help at all, they didn't help to cancel my reservation, so I'm completely disappointed.

We had several trips planned during the covid shutdown. All hotels have agreed to return the deposits. Airbnb international gave us full refunds on the stays we had there. Airbnb is giving us back the portion that was were paying to the hosts, but keeping their fees. Never, ever go with Airbnb again. Never.