AirbnbReviews 2,101

We booked an Airbnb for one night. After our reservation was accepted, and my card was charged, we didn't hear a word until a week before our stay. The host then sent a message that the cleaning fee wasn't included and it would be another $200. The Airbnb website states: ALL pricing information is included when you book. Neither the host nor Airbnb stuck by that statement. Due to how late they let us know of this "charge" we were unable to find another place without paying double. My sister now has to drive 9 hours in one day in order to play her gig. Severely disappointed with Airbnb's customer service and handling of this matter.

As a guest I had my reservations cancelled few times at the last minute - and AirBnB could do nothing... so its always a gamble to lease anything with AirBnb - what if your host just does not show up?

With hosting things are even worse - if the guest doesn't want to leave AirBnb can do nothing and will tell you to call the police - police wont be able to do anything anyways so you have to start the eviction process. Happened to me and my friends. Not doing any business with AirBnb

We rented a house through Airbnb. During the first night, we discovered mice in the kitchen. The next morning we contacted the host to inform them of the issue and that we were leaving and would not return. We rented another house on Airbnb and didn't have any issues there. The refund policy is to report the issue within 24-72 hours. We missed the 72 hour window by 4 hours because we were renting in the mountains and didn't have phone signal. We had WiFi at both rentals, but Airbnb asks that you ask the host for a refund first before reporting to Airbnb; the host didn't reply until after we had returned home. We then proceeded with a claim with Airbnb. We lost over $500 because of this. Be aware of the exact process for reporting an issue within their time frame, even if it's impossible to do so.

1) We have to jump through ridiculous loopholes to book an accommodation - they have my bank details, now they need my passport AND then a photo to prove that I'm not providing fake financial and identity documents (a way worse crime than anything AirBnB thinks I might be up to in someone's house... spoiler, I had nothing more sinister planned than a nice week away).
2) When I provided the photo AirBnB rejected it as not matching my passport (you flatterers). THEY THEN PROCEDED TO CANCEL THE BOOKING WITH NO WARNING. We'd arranged transport by this point, and had to scrabble for booking elsewhere to avoid being out of pocket for the travel costs. THERE WAS NO COMMUNICATION. ZERO. ZILCH. NONE. Just a text/email saying my photo had been rejected and then a cancellation a few mins later.
3) This is the big one. THEY HAVE KEPT MY MONEY! I will be phoning my bank tomorrow, but despite a cancellation/void email, despite them saying they have cancelled the payment, when I logged into my bank they. Have. Kept. The. Money.

I am furious and will never, ever, ever, ever use AirBnB again. Ever. I will pay through the nose for hotels. I will make exceptions. But I will NEVER use AirBnB again. They have lost my custom this time and for every single time I go away in future. One of the worst experiences I have ever had with a company like this.

Use something like booking.com instead, this company is unbelievably poor. And now I'm off to post my experience everywhere I can, I am so, so, so angry and disappointed about the atrocious service provided and the delay in my refund (or theft of my money?).

Why is this company still in business? I used them one time and won't use them again. I don't have to go into detail with all the terrible reviews before me. Wish I had read this first.

Airbnb does nothing to dismiss untrustworthy hosts. The way they handle a problem is quite unprofessional.

I want to love Airbnb. In 4 stays over 4 mos - average $100/night I found some very aggravating things hosts could easily fix. My suggestions: Check your cleaning service! 2 coffee pots were filthy - one impacted with moldy grounds - Clean often with white vinegar! 2 places had coffee pots - no filters. I'll bring coffee but the correct size filters provided by host would be nice. 1 had awesome espresso machine - that didnt work. Dust! Sneezed all night at a $100 guest house - in the AM I found the wall at the head of the bed was covered in dust! Under the bed same (Same place with moldy coffee pot).

Rented a house for a week to accommodate 5 of my employees. Host accepted rental, then less than 24hrs before we arrived cancelled the reservation. He claimed the current tenants wanted to stay longer so he cancelled our reservation. How is that even allowed? Our money is still being held and so we are unable to book anything else. AirBNB support claimed they were going to help with re-booking since they knew our refund would not arrive in time. 6 HOURS LATER they claimed there is nothing they could do and offered us a coupon code... I now have 5 employees stranded in Vancouver while we wait for the money to come back... ******* 69B Ave, Langley Twp, BC V2Y 3A8 Hosted by "John" I would avoid at all costs

Rented a place that had a rental agency in charge. Horrible experience and so the blame game starts. Airbnb says it's not their fault cause they're not in charge. Rental agency says contact airbnb. You guys deserve the bankruptcy that is coming

I would give 0 stars if it was allowed. We booked a trip to Quebec City for 4 nights during the July 4th weekend way back in May.
The day before our trip I was informed by Airbnb that the host had canceled the reservation. There was no reason given. We were travelling with our dog and the other accommodations they offered to us did not allow pets. Of course, there were very few options available since it was at the last minute. Airbnb should delist such hosts, but I still see that property still listed on their site.
We had taken time off from our jobs and planned for this trip in advance, but it all came to naught due to the unreliability of Airbnb. We would have been much better off booking a suite in a pet friendly hotel chain which at least provides the security of honoring their reservations.
Book with Airbnb at your own peril knowing that your carefully planned vacation can get ruined through last minute cancellations.

Airbnb has been great for us in the past. We've stayed in several different places and states and have never had a complaint - all have been 5 stars until Sue in Grand Lake, CO cancelled our booking and asked almost 3 times the advertised price we paid. I booked at $59 per night which seemed too good to be true. I wasn't too happy when the booking was finalized to see that it was actually a lodge, not a true Airbnb type venue. But for the place, time, and price, I was thrilled. Immediately after booking, I sent an email to the host to say how much we were looking forward to our visit next year. Within a few minutes I got an email from her saying it was a mistake, she cancelled our reservation and offered for us to book again at the rate of $149 per night. I checked later and the posted price was $159 per night, and I just checked again and it shows $135 per night. This host obviously doesn't have a clue how to run a business and their customer service is customer disservice. Airbnb is great, just watch out for bait and switch. I can't blame Airbnb but I was disappointed with them for not requiring a host to honor a booking unless there is a negative report on a customer that warrants them not wanting to accept their reservation. We have had nothing but 5 star reviews from all of the hosts we've stayed with. This is a one-off experience.

The app does what it's supposed to and is a good option. However, as a regular user I was disappointed to say the least when a negative review of a stat with a super host was removed by AirBnb, without any explanation. I was then denied the opportunity to re-submit a review of this place. This makes me question the integrity of Airbnb, because it was the first review of a new listing by this super host, and would likely put other off, which would result in reduced income for the platform. Highly questionable ethics if you ask me, and begs the question if other negative reviews are removed leaving users with a falsely positive impression of places, that are supposed to be a real reflection of the experience people have. There are other services out there now and I think people should explore them, based on my experience.

I rented a flat for two weeks in June in Grange Road, Highgate, London UK via Airbnb. I had several problems with the facility and the way it was managed. Foremost the misleading listings on Airbnb (most attractive features not existing) and a very poor Meet and Greet. I posted a detailed factual review on Airbnb, giving a list of good and bad aspects, and a rating of 3/5. Airbnb refused to post my review stating that it did not meet their review standards and that " The review didn't have enough relevant information to help the Airbnb community make informed booking decisions." This shows that the Airbnb review process is a joke, and that they publish only reviews that enhance their rating and their business.
They do not verify the fallacious listings put up by unscrupulous hosts.
Stay away from Airbnb and use their more honest competitors.

Roberto Poggesi

Airbnb helped us out in a big way. My husband booked a reservation for me on my behalf since I was on a flight rushing to get to my son who was in a Boise emergency room (the initial diagnosis was a potential virus surrounding his heart likely a covid carry over). I didn't have time to book so he was doing on my behalf. He unfortunately used his name when booking instead of mine. No big deal right, just change the name when I land? The agent handling the property said no changes to the reservation so we could only get back $160 of the $600 reservation to change to my name. Wow, just terrible in general but as well given the situation. We called the head Airbnb office who immediately issued the credit. I'm now staying at a hotel.

While I loved the location of my Airbnb, and the place was spotless, I was charged a cleaning fee, but required to strip sheets and place with used towels in a specific area, combine trash from all trash cans into one, wash dishes, etc. Also, the stairs to the 2nd floor apartment had no railing, which is pretty dangerous for an old lady like me who is carrying luggage. I think Airbnb should notice things like this and talk with hosts about their attitudes towards guests. I am very respectful of hosts' properties, this seemed a bit out of line to me.

Be careful with this person! I rented the house from for the week of july 4th, my family and i live in connecticut and we realized that the whole week it was going to rain a lot! A huge storm. I paid for the house on a Friday and on Saturday When we were about to leave I realized about the storm. I quickly wrote to then with a request to change the days and this thief stole 1700 dollars from me! She saying that she could not make change and not refund anything! Beware of these people! They stole the savings we had to celebrate my son's birthday. One day they will pay for having stolen our money and airbnb did nothing about it! Enjoy our money!

I booked an Airbnb for a single night stay in Annapolis. Despite the premium price ($600 for one night), the unit was located on Clay St, and was in a quite unsafe neighborhood.

The unit smelled strongly of cleaning chemicals. Despite this, some of the walls were smudged with stains. All of the beds had inadequate bedding…fitted sheet only, with a thin blanket and decorative pillows. No top sheets, comforters, or standard pillow cases. We informed the host we were leaving, and no assistance was offered. We were refunded cleaning fees, but the remaining $480 or so was not refunded. The host was inappropriately argumentative, and Airbnb claimed they could do nothing more to help me.

I find this disgraceful. At least hotels publish their addresses before you book. Please beware…Airbnb does not hold hosts accountable to their standards.

Air BnB are a joke! We booked with MARINA at Hacienda Dubrovnik Apartment Sea View.
Address is:
Ulica uz Jadransku cestu 50, Mokošica, Dubrovačko-neretvanska županija *******, Croatia
I STRONGLY ADVISE DON'T BOOK WITH MARINA. She cancelled our booking without any warning last minute them completely ghosted us. No response or valid explication given. I would never use Air BnB again. The hosts have all the power and can cancel your booking at any time without any consequence. This trip took us over 6 Months to plan, I booked flights, transfers, 3 excursions and lost all my money because this horrible woman decided to cancel. Air BnB won't help resolve this either. STAY CLEAR!

I booked my trip through Airbnb with a promise of an answer about an issue within 24 hours and I'm now going on day four with no answers. I have made a decision to dispute the entire charge to my bank and I will never use Airbnb again I would urge each person to do the same

We had reserved through Airbnb in March for a scheduled trip in early May to Chicago. One week prior, Airbnb informed us the owner of the rental property canceled the reservation. Airbnb would not give us the reason for the cancelation and we suspect the owner cancelled our reservation for a reservation of more money. Airbnb would only provided 10% over the cost of our initial rental. Sure, try booking a place to stay in Chicago one week prior to your scheduled trip at the same comfort level as your initial booking in March for only 10% more. Airbnb informed they would penalize the owner of the rental but they do not pass on the money to you. We had to settle for a room for a lot more money and less luxury. No more Airbnb.