AirbnbReviews 2,100

Removing my app for this company. I purchased their insurance separately to be safe for my trip for another month after. They advertised it as whatever reason you cancel the trip including emergency. So it happened that I had an emergency and couldn't use the accommodation. Airbnb told me that the insurance only covers for 8 days after I purchased it. Yes they said it is under the condition but who does insurance expiration before you actually use for the day of the trip? They just said the insurance expired. Disgusting! Does not protect its customers! No more Airbnb for us!

If you don't have an issue with Airbnb bookings, fine. If you do: better expect to accept massive financial losses (airplane tickets, additional bookings, ruined travel plans etc.) because Airbnb customer support won't respond timely, and Airbnb agents don't read and listen properly. Documented facts written and voice recorded: Albanian host refused to share the correct address of a confirmed booking, instead suggesting to ask bus/taxi drivers to call her when arriving near her place. After 2 hours of sending confused text messages the Albanian host offered to cancel the booking one day before arrival ‚because she doesn't care about money'. Guest (I) forwarded the written statement of Albanian host to Airbnb customer service and called to get the confirmation for the cancellation of the booking. At this point alternative places to book nearby were still available. Albanian host changed her mind and continued to send confused and increasingly offensive text messages for hours including threatening to call the Albanian police if the guest would show up near her house in Albania - all of this without any logical reason! Airbnb customer service refused to accept the cancellation for more than 13 hours (8 a.m. CET to 9 p.m. CET) because of technical call center issues on this day - as confirmed by an Airbnb agent (second level support could not be reached for 13 hours) + a total lack of service orientation -> Airbnb created 5 tickets in parallel for one case forcing me (the guest) to explain things in an emergency situation all over again and again. After having created new tickets, no response by Airbnb for hours. No way to speak with agents who have the power to decide anything. Just blabla for hours and waiting lines. Result: I missed my flight, had to book an additional flight, and had to book an interims place to stay. The final response (days later!) of Airbnb agents is ridiculous (see screenshot attached), they refuse to take over responsibility for anything. Airbnb's business acumen is definitely not in line with existing customer laws: Airbnb argues that the host acted totally in line with Airbnb's terms and conditions -> meaning the guest needs to solve the financial mess caused by Airbnb's customer support - because they did not respond in time. Shame on Airbnb's senior management obviously preferring to burn thousands of dollars on faulty customer service processes + protecting hosts (to keep the apartments as offers) who obviously disqualify themselves with totally mental behaviors. I collected 35 times 5-star ratings from former Airbnb hosts and now after having gone through the experience I am reviewing here, I decided to delete my Airbnb account.

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.

Poor system and awful system they all sweet talker and cannot fix the real problem,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

They outsource to India, so don't expect ANY customer service. After having an awful experience at a serene cabin in Green Valley Lake, CA, where the horrendous "hosts" denied using exposed rat poison blocks in their pet friendly cabin despite me having photos which necessitated me instantly leaving, AirBnB support strung me along for WEEKS until I couldn't even leave a review. Hosts wouldn't give a refund, AirBnB shielded them and wouldn't help get a refund, and then they say we only had 14 days to leave a review (responding to a review gets 30 days grace, though). Since all customer service is in India, nobody ever called despite saying they would, they got me in touch with 13 different "ambassadors" to "help," each one asking the same questions and said the same thing, yet nobody did a thing. The last thing to do would be to leave a review of this blatantly misleading & dangerous cabin to warn others with pets that their animal may be poisoned, but AirBnB took that away, too, for their own ineptitude. I will never again use AirBnB, and I would suggest everyone watches their backs... take photos from the moment you walk into your rental, write everything down, and record it all. Hosts will use specially curated photos to deceive you into thinking their homes are different than they are. See attached photos of what AirBnB protects. AirBnB is a scam as any "host" can bait-and-switch on this app while this company covers its butt, so you'll find a lot of sheisters. Point is, you book these places based on the information provided by hosts on the AirBnB site, but that doesn't mean the hosts are telling the truth. AirBnB shields their hosts and themselves by saying no refund, but there's no way anyone could know they were being lied to until they got to a location. Stay away from AirBnB for your own safety as they care more about protecting their "hosts" than they do about people spending money to use their service.

Excellent! Thank you for your help and support! You are the best! I'm so happy for your support and you are the best!

I booked a stay at an Airbnb at Address 9300 Renshaw Dr, Bethesda, MD *******, with an owner called Shahab. His place was bare bones. Hardly any pots, or pans. No silverware to speak of. No real cups, in short, a poorly stocked kitchen. Washer and dryer in the back of the home in what was a spooky, grey large room with all the ductwork there. There were no dressers. There were bugs in the basement. He would stomp over my head with his baby at three and four am. He refused to stock anything insisting I call him to get what I needed. Home smelled of mildew. Home had been refurbished, but just wasn't pleasant. All of our communications were pleasant. He kept extending my stay as I had my husband in the hospital. I cleaned with lysol when I left, opened windows, made sure I did what he asked, forgot to get a few things from the refrigerator. Without any prior warning he got online and slandered and libeled me insisting I left a bad smell, that I wrote personal things, that I left things in his refrigerator, that I called him at all hours, on and on. He's full of it. There were things I needed, and he said to call at night. I needed toilet paper, or I needed other items he refused to stock. If he didn't want to be called provide them to begin with! He had ample time to ask me to leave, why would he keep extending my stay if he felt that way? In terms of personal things, he emailed to say he was not booking after November because "B&B was not for him". So, if someone does not want to talk about personal things why email that to me? What goads me is that I was told by Airbnb is that it is not against their policy for him to write this slanderous nonsense. So, in effect they are saying their policy is to allow slander. I was told by many of those looking at the case that it was unfair, uncalled for, no bad words exchanged, and everything seemed to point to his continuing to allow my stay which is the opposite of what any normal person would do if anything he said were true. I could have written this on the Airbnb but decided to delete my account. There is no way I would suggest anyone deal with Airbnb for any reason whatsoever.

I'll never use AirBnB again. Booked a room 17 days ahead of the stay just to have it cancelled by the host two days before the trip with just an email notification. No phone notification. How are they allowed to cancel that late just because they don't feel like hosting someone? We got there and didn't have a room. Never again.

My host canceled my reservation less than 24 hours before check-in time in Las Vegas. Airbnb refunded my money, which wasn't very helpful on a busy vegas weekend... it cost me more than $550 MORE than my reservation to book two last minute hotel rooms. Airbnb offered me a voucher of $70 towards another airbnb reservation... seriously? DO NOT TRUST YOUR TRAVEL NEEDS TO AIRBNB - THEY WILL LEAVE YOU STRANDED! A company that cannot stand behind the services they offer should not be allowed to stay in business - be prepared to stand behind your product, or don't screw with people's lives!

As a host, I give Airbnb one star. I've had nothing but problems with the app. Every time they make a change, it changes your settings, but they don't tell you that. More importantly, as a host, they also will not stand behind you when a guest has a complaint, even when the guest lies. I had a guest make a 15 day reservation, and in the first five days the only question I got was, where did they take the trash. Day 5 they made a request to move out early and get a refund, because the house they were buying was ready early. I said they couldn't get a full refund for all the days, but if it booked on the days they had reserved, I would refund those days. Then the next day he filed an official complaint with Airbnb that there was too much road noise. Airbnb acknowledged that they saw our text conversation in the app where he requested to leave early. They also agreed that he didn't make the noise complaint, until after I denied to refund him all his money. In the listing it stated that the house was on a highway and there would be road noise. This was in multiple places, including using the Airbnb noise level indicator when I set up the listing. It's a scale of 1 to 4 and my home was rated with their tool as a three. Airbnb acknowledged that was clearly in the description of the home, and in the additional information guests should know as well as the noise level rating when they make the reservation. They never complained about the road noise until after I said I couldn't give them all their money back.

Then Airbnb proceeded to hound me all day to give him a full refund for the 10 days. Then suddenly in the middle of this dispute, the settings changed from non-refundable to flexible refunds. The guest was able to cancel the reservation entirely, and they gave him half his money back for the entire stay. I am still waiting for a resolution. Shame on you in Airbnb.

The customer service by host Terreract and Air B B was not helpful. The directions to the key locks was below standard. Air BB at 207 Alantic Ave in Virginia Beach Va. It took the host 95 hours to replace the key pad. Then they changed the code, I slept in my car that night. The next day someone from host opens my door on Unit 4. No knock. No text.
I hide in the bathroom. No accountability by host or Air B B.
Check out their B B complaints.

Use Verbo or a different platform.

After booking the reservation was cancelled by a guy called Shemun. I had to take pictures of my identity and provided my credit card number and so on. It took a lot of time and it was very dissapointing to be cancelled. Why on earth did he offered the appartment on airbnb at the first place? Do not book anything on airbnb! (location of booking was "Nice apartment in city center Cizre/Turkey - Private room hosted by Shemun")

Unfortunately, my reservation has been cancelled for the third time in the last two months. I had planned this trip six months ago and was supposed to leave next Thursday. The host was not properly checked before being posted on the website, which is not my fault but this is the reason why airbnb cancelled my reservation. Despite advertising a 24-hour response time, the support team took more than 30 hours to respond. They have now offered me a 70 euro voucher, but the prices have already doubled and they have not helped me find alternative accommodation or cover the price difference which is 250 euros. It's impossible to find a similar apartment at the same price as six months ago. They haven't done anything to assist me.
I would rather pay more with Booking.com than risk having my holiday ruined again.

This was the worst experience I have ever had with an Airbnb (worse than any hotel for that matter). The place is in very rough shape and the yard is an absolute disaster. The place itself was below average and several pieces of furniture were swapped with stained and dirty furniture after the listing photos were taken. Shortly after arriving a rat ran past us in the living room and my son and daughter absolutely freaked (yes, I said rat). We then immediately left the property. I did some homework and it looks like the owner has been a notorious slumlord in the area for years and has numerous lawsuits against him. I cannot imagine that the city gave an occupancy permit for this place and suspect it isn't legally inhabited.

I had to drive around at 10pm to find a safe place to stay and Airbnb representatives did little to help us. I am reconsidering ever using Airbnb again now that I know that there is no vetting of the properties conditions or their owners. All I can say is WOW!

I found out that when requesting a refund after a cancellation ( well within time limit. Like 15 min later!)... a slip up on which box to check can cost one not to be able to get a full refund. Airbnb now is holding $84 in a so called " booking credit acct". I may never be using this credit. I am not a regular user of travel. It is non transferable as well. Apparently their software program does not allow for this refund. I sent a letter to the CEO. *******@airbnb.com No response back. Airbnb has CONNED ME from returning the $84 plain and simple. I am a retired senior ( and not the rich group). And NO ONE SEEMS to be able to fix this "software issue". No excuses AIRBNB. YOU WILL BECOME KNOWN TO THE BUYING PUBLIC as rip off artists. And a new upcoming rental concept competitor will arise from this. Just imagine. Really. The software does not allow anyone to return MY money. SHAME ON YOU!

After hours of searching and reading countless positive reviews, I finally settled on a charming apartment that seemed perfect for my getaway. However, upon arrival, I was greeted with a that was any neighborhood that was a safety concern for my family and disgusting filth in the pool the extreme nasty order in the fridge and all the garbage piles up outside and worst of all the bugs we found in the bathroom. Yes left the property immediately ask for a refund and was denied I refund of
$2586.03 all because I did not take pictures.

Dont do business with AirBnB. Ever!
Horrible company to deal with, customer service is useless and pointless. Host claimed fake damages after we left. We provided prove with videos and pictures but regardless they rulled us guilty of damages. We went to appeal the decision and representatives just ignore us and give us ran around, while charging my credit card for damages!

Over priced charges and no service for renters this site sucks $#*! anymore don't waste your time renting through here it's cheaper to stay in a motel with more value!

Your better off booking a room with a hobo. I don't know who trains their customer service staff but they are awful and need to be let go. This is the worst company in the world.

I booked a stay and it showed a day before stay cancelation, took pets. After I paid $710 for the stay and cancelled 4 days prior the policy was changed to within 48 hours of booking. The app was acting funny 2 days before canceling. Airbnb will not help get the money refunded on a stay I am not going on. Be very careful. If you use this have your own copies and DO NOT rely on their app. After this experience I looked up the company listing and it has 1 star reviews. Why would Airbnb support them over the customer? They havd gaslight me trying to recover the money and a huge hassle. Hotels don't do this garbage. Be careful. I can't give a zero or below zero rating but what they did was low down.