Airbnb

As a host listed on airbnb's site, I once loved and supported their operation but my recent experience as a guest has turned me against them. After reporting a booking to them with a host that clearly violated their guest policy (she had listed her property with a fraudulent address - her building was across the street from the actual listing, was lacking amenities that she claimed to have and gave me a room that was cluttered and messy - the farthest thing from the photos on their site) they decided that a compromise was in order and gave me only a partial refund for my trouble. This was after they promised me a replacement room to make up for the fraudulent one I could not use. Not only did they not protect me, the customer, from a scam artist, they supported her (claiming that more investigation was necessary) and her listing is still on their site (though I submitted photo evidence of each point I made above). If they cannot be trusted to protect their own customers how can people feel safe using their service? I will definitely no longer be using Airbnb and I would advise other people to avoid them.

Worst travel experience ever - and I haven't even gotten to my destination! Absolutely horrible service and lack of answers/explanations!

This is the first time I have ever rated a company online, though based on my experience, I can only hope that enough negative reviews and logged complaints will have the Better Business Bureau look into the lack of ethical business practices of airbnb.

Users beware - be sure you know what you are getting yourself into when using this site. I have spent hours on the phone and via email with my host as well as airbnb (not to mention my host spent an hour on the phone with an airbnb representative. In addition to the lack of transparency on the website and answers to questions regarding fees, noone seems to be able to explain why airbnb tacks on fees to the host's subtotal (the host had no idea), nor why they are not part of the service fees. To make matters worse, the website is an absolute nightmare to navigate. And 12% 'service fees.' That's the biggest joke of all.

At this point, I'm incredibly disappointed with the lack of transparency, clear information and ethical business practices of airbnb. I will never use this service again. It's an absolute discredit to online services that truly know what service and ethical business practices look like. Stick to VRBO, hotels.com or other reputable booking services.

Warning! Do not use Airbnb services
Customer service is careless and negligent
Mobile app - full of technical issues that can make your reservation to be cancelled with no refund

Security bridge on their mobile app- uploading driver Licence as a profile picture

Listing non permit illegal host's

Hanging up calls
Closing support ticket without resolution

Airbnb with my hand on my heart truly and honestly commit fraudulent action on my account that cost me $4962
Run Run Run ladies & gentlemens

We reserved a place on Airbnb in Smithfield, Dublin, Ireland as our daughter and Irish fiancé live there. We made the reservation when the government allowed non-essential travel. The Irish government then "adjusted" the date, which eliminated our ability to get into the country. When I contact the host, Liam, about re-reserving with the funds already paid (over $2800) for dates when tourism opens, which would be announced July 5, he told me I had 24 hours to say if we wanted new dates. How is that possible when we did not yet know what the government guidelines would be. We heard his sob-story about the pandemic and his money woes. We all have them, meanwhile, I haven't seen my daughter in a year, both her grandparents passed away and through no fault of our own, we have lost nearly $2000 because of Airbnb heartless policy and a completely unfeeling and cold host. You have forever lost a customer, its no wonder your reputation has suffered recently. Remember, no matter how big you get, it is still the little persons shoulders you are standing on.

HOST CANCELED ON HE 2 HOURS BEFORE GOING ON VACATION, THEN NEW LOFT FILLED WITH POT SMELL AND STRIPPER POLE IN MIDDLE OF KITCHEN. CUSTOMER SERVICE SUCKS, FIGHTING TO GET FUNDS BACK. DO NOT USE AIRBNB!

I listed two of my homes on airbnb less than one year ago. Since that time my account was hacked, I was not notified by airbnb that this happened but only found out when I could not log in to my account. I missed bookings due to this issue and as a result lost money. I spent hours of my time on the phone over the past two months trying to have this resolved and get input from their "trust and safety" team to no avail. I never received any email communications from airbnb and though I changed my login password several times I was repeatedly locked out of my account. Airbnb cannot explain what happened and they say there is no error showing on their end yet I am repeatedly locked out of my account. Today for the last time I called airbnb to try and reset my password, since I was not receiving their emails in past phone calls I have been given a temporary password to log in, Chris the representative "helping" me today was unwilling to do that so I asked for my account to be closed. He claims that he did in fact close it but there is no way for me to know for certain, I did get a ticket number but to verify the account is closed I would need to call them once again and present this ticket number wasting yet more of my time. This business is horrible, the lack of customer service is astounding not to mention the safety of any information on their website. My account was hacked and not one word came from airbnb to warn me that my pertinent contact information and payout method was changed. I will no longer do any business with this company and strongly caution anyone from using this site.

Just happened to me as well. Absolute rubbish. This dude cancelled mine and everyone else's bookings 2 days before my flight. Because the booking was over super-peak period and for 8 nights, it's been hell trying to find a decently priced accommodation at such short notice. Here is his sob story: "We are very sorry that we have to cancel your reservation as we now have legal problem with the house rent. We were inspected by police for illegal house rent to tourists. Honestly, we have been caught 2 times before for illegal rent to tourists and this morning we were caught for 3rd time.
So, the house is being closed by police now and we cannot accommodate you anymore.
If we rent house, we will be jailed... hope you may understand our situation...
We don't know how to say sorry about the cancellation and hope you can quickly find another place for your stay in seoul... so so sorry...
Regards,
Kate and Jason"

I'm half decided to expose his full details online - but I need to cool down first!
AirBnB had better find some better way for poor users to flag rotten apples and receive feedback... but this will be my last time on such a rubbish service.

Terrible company for hosts and guests alike. Canceling stays last minute and making up refund rules. Always make direct bookings and never use third party airbnb sites.
No ethics at all.

After having booked an entire house in Naples, FL a year in advance, when we arrived, there was no host in sight. Even though we had spoken at length a few days prior, when we would be there and how he would receive us. The "tropical paradise" looked like a dust bowl. The locked front door did not open with the given security code. No chance to reach the host. We were able to open the dead bolt through a doggie door (?!)
An elderly lady was sitting behind a huge fence (not on website). Decided this was not what we signed up for. Called Airbnb who was able to reach host. Host wanted to come with 4 screws and a piece of plywood. We declined and left, needed to find other lodging
In high season. It was 6pm at that point. Host would "work with us" and was "very sorry he
Was not there". End result: host has ignore us and refused to return our rental fee. Airbnb
"customer service" only sends standard notes (each time with a different advisor's name).
One cannot call or write Airbnb. Only respond when they call you or write you. But when they say "case closed", you are on your own. Not a company that will last in the long run.
Short term gains appears to be what they are after. Do not rent from Joseph Borremans
In Naples, FL. Since I was unable to post my review I wonder whether the ones that are
There are legitimate, since they are only super positive.

I agree with others here - some apartments are listed truthfully and others are a flipping nightmare! I booked 4 AirBnB's during our month trip across Europe. The most inconvenient part of the process is meeting the host and getting the keys! It was frustrating - received numerous texts of when the host would meet us (I failed to consider the costs of international data plan), and still we waited. It's easier to book a hotel, especially when you consider arriving at an apartment that isn't fit to stay in AND a piddly refund of $24 for a $350 booking when you have to cancel (because the apartment stinks like sewage!) BOOK WITH HOTELS AND LET AIRBnB FADE INTO THE DARKNESS. It could easily ruin your entire vacation!

We were trying to rent a space that listed as $135/night. But when hit buttons to reserve the cost included cleaning and tax fees which hiked price to almost 500.00. Then the system offered a "payment plan." In theory this is great, the total cost is more than I make in a week's breakdown of my income. Splitting the cost would still allow us to go. When I hit the buttons the second payment listed as nine days from day we booked. A good portion of US gets paid twice a month? How do they expect people to pay a second payment before their next check even comes? I had almost four hour conversation with the company trying to sort this out and negotiate for one more day given it's ten days till my next paycheck. There were five different reps including one supervisor and they gave five different answers with misinformation redirects and run around. If you don't want to give an option for a payment plan that's fine. Business prerogative, but if you do, at least have a policy that is flexible enough to allow for a reasonable plan. Not sure I'll use ABB again after the stress of this experience.