Airbnb

The public relations team is absolutely incompetent. They effectively stole $80 from me by canceling the co-hosts program with no notice given.
The program that allowed third parties to be paid a small fee by customers for helping an owner host them was canceled on August 1st of 2018. The ONLY notice sent was an email on June 27th, before I or the owner started co-hosting.
A company that cared about its users would give proper notice that people will no longer be paid for their work, not pretend that having sent a single email 2 months ago to some of its userbase is enough.

Support is the usual copy-paste joke and their phone app is poorly coded.

Air bnb decided to cancel my account, before I even got to use it, this is such a joke, I set up an account for air bnb yesterday and paid for our room as soon as payment went thru air bnb cancels my account for being a " potential threat", to air bnb? 7excuse me for having the money to pay for my room? And sending the front and back of my I'd and ssn, seriously this is the worst experience getting a room! We will go somewhere else to find a place to stay and never try using this crappy service and there customer service is worst then ever! We live in USA speak english!

No protection for guests, incredibly terrible customer service. The host changed the listing after i booked it. Changed it from entire apartment to a shared room, changed all photos, didnt respond to a single communicatiom i sent him. Airbnb customer sevice did nothing about it after 2 weeks of investigating. They said the host is not responding to them so they cant do anything about it! I had to cancel a week before my trip and book it elsewhere 3 times more the price as it was on the last minute. Airbnb must be taken to the court for illegal activities under their watch. No more Airbnb for me. All levels of government must ban Airbnb. Unreliable and useless

I had renters in my small studio condo and then they decided to have two additional guests. I sent a request to airbnb.com for the renter to pay an additional amount for the two guest plus and additional security deposit as stated in the online contract. It has been 5 days and there is still no resolution or anyone available at airbnb.com to handle the matter. So in the mean time my 600 sf condo is being abused by 4 people with A MAXIMUM OF 2.

Airbnb.com representative are not proffessional and are unable to take care of any matters. I have called 5 times, its been 5 days and no word from airbnb.com. NOT A HAPPY CAMPER!

He Cancellation Policy for Covid 19 is Fraudulent. They promised a full refund for bookings prior to 3/4/20 with travel dates between 3/14-5/15/20. The website states there are 3 options: cancel for full credit, cancel with partial refund, and cancel with full refund and supporting documentation. The third option was not available to me at the time of cancellation and now I have a $600 credit I cannot use. I have tried calling and emailing and have been continually denied a full refund. I ended up having to dispute the charges with my bank. I am very dissatisfied with how this was handled and I think the cancellation policy is designed to rip off consumers during this pandemic.

Booked and paid for a place to stay. Based on that, registered for a nonrefundable race, and then my reservation was canceled. Now all the places are sold out so I either eat the 120 cost for the race, pay twice as much to stay in the same area, or stay in the suburbs. Their response was it doesn't happen often and sent me places 10+ miles away to stay at.

Either Airbnb or their hosts should have some kind of penalty for cancelling at the last minute. As a visitor if I cancel I lose most if not all of the booking fee. They cancel at the last minute and we're just SOL. I will NEVER even bother looking at their website again.

I would give them less than 1 if that was an option. I called to see what their charge/penalty policy was regarding cancellation and /or service fees due to the Coronavirus scare. I explained I would be flying cross country and was quite worried. The answer I received was stunning. I was told that the host should forgive any penalties due to the threat of the virus. However Airbnb would charge me a $120.00 service fee unless I had the virus!

There are a few things that make airbnb very unfriendly for business travellers. The first is that it is impossible to contact airbnb. I have not been able to find a phone number or email address. It may be there but I haven't been able to find it. I once spoke to customer service when they canceled my reservation at the last minute. Second, they charge the credit card the day you make the reservation. This wreaks havoc since my company requires resolving an outstanding charges within a few weeks. This limits me to booking last minute. Finally there is no flexibility. If you change they charge there service fee (assuming you book a place with liberal refund policy). This is also a problem for expensing.

The worst customer service I have ever experienced all they do is apologize for not helping you and send you b******* articles on their policies which make no sense they wouldn't honor a $62 coupon they gave me for my host not canceling because it wasn't applied at the time of rebooking but I wasn't sent it until after re booking if you have a problem just swallow it they're not going to help you with anything

Booked and paid for a place in London, only to not get a reply and was cancelled. Never used Air B&B before and never will. Here's the email I got...

Meg hasnt responded to your request, but were here to help
Weve cancelled your request and you werent charged for it. To make sure you still have a great stay in London, weve found other homes we think you might like. Book a similar home in London.

Ended up booking a nearby hotel which worked out cheaper than Air BnB. Never again and it's a common thing with their hosts to not honour bookings. Absurd!

Host stole money from me and Airbnb does nothing about it. They do NOT have the consumer interest in mind. Terrible, terrible. I wish I had never even started with Airbnb. Do not use them. Because of COVID, we had to cancel our trip, and the host would not refund money. I couldn't even leave a review warning people. Avoid!

I had a bad experience with a host, i booked a room for the night but he wasnt there and would not answer his phone when i arrived i was told he didnt even live there i ended up staying in a hostel. After explaining what had happened to airbnb and after giving them a copy of my phone log and other travel documents to support my claims after a few days i was given a full refund and a £50 coupon off my next reservation using airbnb so in the end i feel they did compensate me and i am gratefull for their good customer service.

Do yourself a favor and go to a hotel. I rented a place last March of 2017 and when we got there the bed has rodent drippings on the mattress. We didn't stay there at all and ended up renting at the Mariot in Emeryville. The hotel was only $100 more than their rental at airbnb. I called airbnb customer service and told them the situation while in the rental to ask for a refund. They made me call them a lot. I sent them photos and they said it wasn't enough. Long story short they didn't issue refund. I called my credit card company mailed them the photo and I'm glad chase refunded me everything. Don't expect Airbnb to issue a refund. Book a hotel instead to make sure or if you encounter a problem make sure take photos report it to them at once then ask refund from your credit card company.

A scamming platform. A scammer from Morocco called Moad invited me to pay his family there. I paid them for a house which was unhygienic, dirty, in unsafe area where you can hear people screaming early mornings and late evenings as being aggressed by violent gangs. Drugs and crime very obvious. The guy harassed me on the phone saying I have to pay extra money and clean the house when I leave. I told Airbnb about this and the kind of dangerous guy they have on their website. I don't want someone else to be a victim as I was but they were not listening. They don't really care. Go to a hotel and be in peace of mind. Airbnb NEVER AGAIN.

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

I had a problem with a host who was unresponsive, not answering messages. Finally, he responded the day before the booking. He was completely disorganized; he wasn't going to be at home the day I was arriving. He said he would talk to his friends and try to get someone else to be there. I complained about this to Airbnb. It took hours and hours to get through to them, and they generally unhelpful. But finally I spoke to a case manager, telling that I wanted to cancel. She talked to the host and then phoned me to say that he had agreed to the cancellation and she promised me a full refund. I was so relieved, but this turned out to be just a lie. I received an email later saying that my request for cancellation had been denied. I only received a 20% refund. The people that work at Airbnb will say anything to you. They sound sincere, but they're not. You're just a jerk at the end of a phone line to them. You can't trust a word they say.

Not sure who's covid response was worse, Trump's or Airbnb's. The ridiculous part of their policy has to do with the type of documents they require to 'potentially obtain a cash refund.' I literally could not obtain them for various reasons. Third party flight booker (flight cancelled) was completely non responsive, so I couldn't get documents from them. They wanted documents from either the location I was flying to or from stating travel was not permitted to either exit or enter a particular area until such and such date. Those documents simply did not exist and were not provided by either of the governments (two separate countries.) Tried a last ditch effort to talk to someone over the phone and got shafted. I did receive a credit. However, this review has to do more so with how they handled the covid-19 response and their deceitful refund policy that was launched. Why announce you will be giving refunds, only to make customers jump through hoops to get them.

I have requested a low compensation of £86 (cleaning fees to repair and clean the mess) as a guest damaged my flat (proof with pictures), and pee on the mattress and cover! What did Airbnb? NOTHING and DECLINED my request! This is a disgusting behavior when you think that they make lots of money because of us and are unable to help when we need them.

Full of scammers do not use. Say "confirmed number and email" but the host says wrong number when you call and airbnb tries to steal a service charge and night stay for cancellong the scammer. Go somewhere else airbnb are thieves you need your credot card company to get your money back! Do not use

First they rented to a 20 year old college student who tried to throw a party at my cabin got lost and then tried to say it was our fault that they didn't check in during daylight hours and couldn't find the location because they were drunk then Airbnb did not disclose they gave her a refund they told me they did not give her a refund four months later they took the money from me saying oh we gave this client a refund because they did a chargeback to Airbnb terrible terrible company the worst situation destruction of property and no compensation for all the problems they've caused me

Recently booked a stay at a Bronxville, NY house... wound up in the owners basement apartment which was dirty and not what was advertised. Airbnb said they got me back $150 of the $500 I spent even though I got scammed and had the documents to prove it. It was a clear case of bait & switch. They did nothing and the scammer is still listing the rental. I would never use them again. Their customer service stiinks.

This company allows their clients to post false property rental costs. I found an apartment for $134/night in Copenhagen Denmark. I selected my dates and the price was still $134/ngt. However, when I went to book the place the price increased $22 a night! I emailed the person who was the renter and he told me that he recalculates the nightly fee based on time of year, weather, etc!
Clearly Airbnb allows their clients the ability to scam users. I will never use them again!