AirbnbReviews 2,101

On four different occasions in the last 12 months Airbnb has hung onto kept my funds a minimum of 10 days and once instance 30 days. Currently we had a cancellation from a traveler that Airbnb going to keep the cancellation fee of 50% of the funds for 8 months. The cancellation has been processed & completed, however Airbnb will not release the funds for 8 months. I feel that this is wrong and that they are illegally keeping funds that should be distributed.

I recently booked a place in Florida to spend a wknd with my young daughter. A few days before we were supposed to arrive, a huge Hurricane (Ian) was supposed to hit Florida and it would ruin our plans completely. It's not even safe to stay here during a hurricane. I asked the host to refund the money due to the coming hurricane and they wouldn't allow it. (The airbnb listing title is titled "Hello Sunshine 321. Lift Off" if anyone cares to look them up). Then I asked aribnb to cover the cost and they said DUE TO A HURRICANE WE CANNOT REFUND YOU. Are you serious? Due to a hurricane where people are evacuating, airbnb expects my young daughter and I to still stay in that airbnb since we don't have the funds to book a new places since airbnb won't refund us. This is insane! I begged them. I asked multiple times and wasted an entire day trying to get my money back. Terrible service. They didn't even care to help.

We have used airbnb for years staying at places all over the world. We have been fortunate to have found places to stay that are interesting, clean and well priced. In many cases we were able to meet the host and find out about the home's history as well as the history of the area. The last time (and it will be the LAST TIME) we used airbnb, we went to San Antonio, TX for a weekend. The AC in our coach house apartment was not working and outside temps were in the 100's; we contacted the hosts and they immediately refunded our money as well as gave us recommendations for hotels in the area. We decided to find another airbnb rental and after a short time were able to find one close although it was in an apartment building. After booking we discovered that the cleaning fee for this 400 sq ft place was $124. But we thought it would be a super clean place, right? It took us 45 minutes to find an obscure place to get the key in this massive apartment complex with multiple buildings and ambiguous parking signs. After walking through an open hallway with bags of reeking, fulminating, leaking garbage bags in front of doors and piles of bird droppings we arrived only to find that the keypad on the door was difficult to operate because the keys stuck so badly that the lock wouldn't accept the code. After about 15 minutes we were able to get the door open and decided that it was best that we didn't leave because we might not be able to get the lock to work again. The apartment reeked of stale cigarette smoke as well as garbage in spite of the air conditioner set on recirculate. The wine glasses as well as the dishes and silverware were coated with a film and not at all clean. Everything in the apartment was coated with a greasy film. What was the cleaning fee for? We reached out to the contact person relaying this information and notifying her that we wanted to check out in the morning instead of staying an extra night. The agent refused to give us a refund and said that instead she would send out a cleaning person. We responded that it was not an acceptable solution and that we would check out in the morning. We felt confident that airbnb would back us up and facilitate a refund on our behalf. The next day we attempted to contact them only to be routed to another country after a long and arduous process. We were, after much effort, given a "representative" who "mediated" our case. They were no help at all, and sided with the agent. Although our previous experiences were favorable we can no longer do business with a company that does not help the customer. The fact that we had stellar reviews from previous agents had no bearing on our case; something that they never considered. We firmly believe that a company is only as good as it's customer service. If we could give them negative stars on this rating, we would.

I recently tried booking a rental with Airbnb and I got all the way to pay for the reservation, then it asked for a photo ID(which I uploaded), then a selfie to match(did that). Well after I did all that, they suspended my account because my name no longer matched my account(I JUST got married) and I didn't use my account for over two years(you know cause COVID happened). Anyways, I called the customer service department 6 times! The worst experience I have ever had! I called Friday last week and told them the reason why my name changed and said that my account shouldn't be suspended because I got married. I am sorry but I was preoccupied with updating important information with my new last name, not Airbnb especially when I haven't used it in two years. I also expressed why don't they just ask you when they noticed that something has changed instead of automatically suspending someone's account. You know like normal companies do when they notice a discrepancy. Anyways, I called all this week so far, and they keep closing my tickets or keep telling me it's under investigation. What investigation do you need to do, I GOT MARRIED! Then today, when I expressed my issues again, their rep told me to create another account and try booking the reservation, which I informed her was against their "policy" these people don't even know their own policy. All I wanted was to reward my husband and myself with a weekend getaway and Airbnb ruined it.

I booked two places oversees. Upon arrival, the place filthy, smells musty and moldy. Spent the night as it was late. Left in the morning, found another airbnb. Contacted airbnb with detailed explanation, over 50 images and video of the place. I turned around plenty of time. The place was u healthy and unsafe. My family and I started coughing the night we were there. First I was told, I'd get a full refund. Then they changed their stand. Recorded the conversation and kept all the messages for my attorney for a law suit.

Terrible! Don't use this app. The HOSTS on here make it unbearable to stay, they lie about what's actually available and after you have spent over 1500 for a vacation but leave 2 hours after checking in airbnb ALLOWS the host to give you what they feel back. I stayed 2 hours in a disgusting home spent 1500 and the host ANDREW told airbnb he was only refunding 450.00 of the full cost! Airbnb LET HIM. And completely left me without ANY OTHER ACCOMMODATIONS!

1 star because I have to. I've been a customer since 2017. I did have an issue with my latest trip, the AC did not work. My daughter and grandbabies arrived first told me the AC was not working. By the time I got in contact with the host it was the next day. He called a repair man told me they would be there in 30 min, hours later they show up. Mind you I'm driving to the location from another state. The repair man stated the host knew about the issues, they have been to location 3 times but the host won't replace the AC. I then paid for hotel rooms because we can't stay in Texas in the summer with no AC. The host did issue a partial refund but I wanted it all back. After 3 weeks I got the partial and Airbnb said the rest was coming. I've been fighting this for a month! All I get is the run around. They are quick to take your money but not give it back. Get a hotel, you'll thank me later.

They didnt let me rent just because im 25 & now a 25 year old can be responsible? I can't belived they discriminate me becuase of my age

Extrimely bad customer service, treating owners truly awful! Never calling back as they promiss! Letting guests leave untrue infiemation in their reviews. Completely unsatisfied!

Any doubt! About your vacation stay (Stop) do not use airbnb stop! They take your service fee and 50% of your money / Just wrong

I booked for the 4th time with Airbnb giving them another try. I hadn't had a good experience with them ever and I should have just booked a hotel instead. Customer service is garbage and won't help you resolve your problems. It is up to the host is what they told me and they side with them. I tried negotiating a partial refund for my mediocre experience but got denied twice saying I was lying about my stay. I disputed the charges completely with my credit card company instead. As I did not receive the services I expected from the "glowing reviews". Book a hotel instead. AirBnb is not worth the drama, headache and sleepless nights. I had noise above my head from where the host lived past 10pm. And glowing lights in my space. Things were not resolved until past 11pm.

I'm an Airbnb super host which means I've been hosting on Airbnb for a long time and have excellent ratings. Had a guest who stained our high end carpet with charcoal across two bedrooms. Guest sent a copy of a video - which means you can't do any forensics - and Airbnb claimed they could see stains. I had the video professional analyzed and the company told me there's nothing you can do with the unoriginal copy. Airbnb "claimed" they could see stains in the video which they claimed was taken when the guest arrived (we just left the home in immaculate condition). Fraudulent liars. Will never use them again as a host or as a guest.

I just came back to Panama and had a very good experience with airbnb. I had to make changes in reservations and my money was paid back to me without any problem.
Here in Panama for the first time in my life I tried this service and had a terrible experience.
On the 10th of september, I booked a three day stay from the 5th to the 7th of october in an apartment in Ocean View that was advertised by airbnb with a superhost.
I had two fares to choose from. I chose the highest fare because I could cancel the reservation. I never saw the clause that said that I only had 48 hours to cancel or I would not get my money. In Norway, I could cancel until the day before and I would have gotten my money back.
Here the superhost kept my money and now with good time can rent it again. What a rip off.
Travelers, be aware when you travel to Panama!

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.

My wife and my daughter have been struggling with bed bugs after I rented a place at Airbnb. I used to rent vacancies over Booking.com in trips for more than 10 years and never had any problems. I was my first and last time I booked eith Airbnb. I never forgive myself. The landlord knew this major issue but did not let us know until we got too many rashs. They just think for making money, not their guestsc health and safety!
Airbnb customer service is awful too and they just wants to buy time until you leave and closes the case for ridiculous reasons!
They are not accountable at all.

I made a reservation this weekend, with no notification or anything airbnb cancelled my reservation because they didn't like my profile picture? I really am discussed with airbnb... want to sleep in your car then use this service.

We have been with Airbnb for about 1 1/2 years we are Super Host and never have had any issues until last week. I accidentally unblocked dates that should have been booked and someone booked right after dates were unblocked I contacted the guest that next am and told him what happened they said no problem but Airbnb said they just updated their cancelation policy and charged me $187.50 THEY ARE TOTAL SCAMMERS and must be doing horrible as a company to treat loyal super host so poorly. They need people like us more than we need them. I will be booking on my own as much as possible having guest fill out a guest booked so we don't need to use Airbnb also going to use VBRO ams BOOKING.COM. BEWARE and read all their policy's to avoided them scamming YOU as much as possible

Booked 2 separate airbnb properties for early October MONTHS in advance. Both canceled on me out of the blue.
The first one sent a message with one word, COVID when I asked the host what COVID had to do with a reservation that was more than 6 months out, I got no reply.
The second one canceled on me about 2 weeks after booking saying they were closing their doors and had to cancel all bookings.
If hosts can cancel on you at any time, what's to stop them from canceling on you day of with no explanation and leaving you stranded with no place to stay? I will be sticking with hotels and airbnb can go f itself with its b. S. policies.

I booked 5 days stay in the 105 unit and end up cannot sleep the whole first night. The tub so dirty, you cannot take a bath, the window AC is old and make a lot noise. I was stacked in the unit, email to the host, he did not care. I sent the pictures and videos to Airbnb and called 3 people, all they did was create a case and sent to a group. I have very bad experience with airbnb, I asked for 4 days full amount refund, that unit has no value for me. Maybe I get used to it, living in CA bay area, during the night, the AC not even runs by cool weather.

First of all, most places don't offer breakfast. When airbnb started it was a great service and hosts generally offered breakfast. Now, they have tacked on so many costs, that a $120 a night place ends up costing $250 a night! Or more! Without breakfast! Why would anyone in their right mind use airbnb when they could go to a hotel and have more assurance of quality. Hope they go down...