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1.5 stars: Bad
1.5

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Wayne
6 reviews
2 stars: Poor
Just now
I have used Airbnb for 4 years
I have used Airbnb for 4 years. I have had a recent poor customer service experience recently. I book 4 different places on West Coast of Ireland over 10 nights. 1st went very well, but the second and third were pretty bad. I rang customer service about the 2nd stay, which advertised smoke alarms, monoxide alarm and WiFi throughout accommodation. None of this was the case. The cooker oven couldn't be used because it was filthy and smoke coming out. Host took two days to clean it, by which time we where leaving anyway. Customer service would not find alternative accommodation and would not compensate us for this, not even a discount. Its left a lasting scar. It seems there is no restrictions on host that are reported and no come back for us.

I found a cabin I like to stay, input my phone # and was shown already registered. I logged in and input my password and it won't accept. So I typed "forgot my password ", and was shown to go to my email to find the link to reset my password. The email message never showed up. I used my IPad, iPhone, and PC, none worked. I called Airbnb and gave all my profile info and was told my birthdate was wrong and she won't tell me what was (phone #, email, and name were all correct) and couldn't get to my account to do anything, and couldn't do the reservation for me either. The suggested solution: get a new phone number, and reregister. I can't believe it.

Made reservations through Airbnb for family trip that was canceled by host last minute. I contacted Airbnb to try and resolve the issue since it was reserved through the Airbnb website and after 6 hrs of poor customer service and no attempt to resolve my issue I was left to figure out where me and my family could stay for the night which was difficult since it was Father's Day weekend and the first weekend since Covid restrictions lightened up. So u can imagine how next to impossible it was for us to locate another spot. Long story short Airbnb is a joke of a company that showed me nothing other then extremely poor customer satisfaction. They never fixed the problem and hung up on me numerous times I still have the proof of all our conversations and would gladly provide them to anyone if needed. I'm sure they have provided great experiences for many, but for me was a complete nightmare and that fact that they did nothing to fix the problem just surprised me. All that money and couldn't lift a finger in an attempt for customer satisfaction.

On Monday 6/14/21 at 6am EST, I went into my reservations (which were made in 8/2020) to change payment info and to pay remaining amount which was due in July. Within minutes, I received an email indicating my account was "suspended" and both of my reservations had been cancelled. I called Airbnb and was told "sorry, your reservations are cancelled and you will be refunded". Within an hour I received an email from Airbnb indicating "oops, we made a mistake and should not have suspended your account", but nothing we can do (per airbnb). Thus both reservations were cancelled, refund was made to a closed bank account,

I have called Airbnb "Customer support" 14x since Monday 6/14 requesting someone from management contact me- to no avail. No call, only promises. In addition, the monies refunded were sent to my closed bank account (which was the reason for changing payment info to begin with). More than $1k is sitting out there in never never land.

PLEASE just have a management person contact me to resolve this issue-PLEASE! I have filed a complaint with BBB this morning and will continue complaints until Airbnb calls me and resolves this issue.

Both reservations were cancelled, refund was made to a closed bank account, no call from management, no apologies, no resolve for the $736 which was sent to a closed bank account and airbnb says "sorry nothing we can do" - Next step lawsuit/small claims court. Still no call from airbnb only offshore "script" responses.

In the past I used Airbnb to rent out my property and to book many vacation rentals for my travels. Last week I spent hours combing over their site, booked a house, paid the deposit, and within minutes the booking was cancelled by the owner. Airbnb DID however keep my deposit and I will not get it refund for at least 15 days. So I started over and found another house to rent. Same exact thing happened. Book, pay, cancelled, another 15 day hold on the funds. NEVER AGAIN

I am just here to warn people of the scam that is going on with Airbnb and be weary on how you book because there is a scam that airbnb are aware of but won't do anything about it.

I cancelled my reservation due to covid and they refunded my money to a dead card that did not belong to me and refused to give me back my money even though I shower them proof as to where the money was actually taken out of
A few days after I booked someone abroad stole money from my card
Your information I'd not secured through Airbnb even though they claim it is
Airbnb are aware of this scam because I've seen quite a few people post saying that had the same problem

Be weary people they're unreliable.

Airbnb uses hosts, "Barry" in this case, to confirm requests for specific properties. In our case, the host had 5 properties all in the same complex in Sea Pines Hilton Head Island. One property had a discount rate of $375 per night which we requested (the bait). We were then told after 24 hours that that unit was no longer available but one at $480 per night was (the switch). To me, this is unethical and possibly fraudulent behavior. I will never use Airbandb again. I recommend everyone use VRBO.

AirBNB denied paying a substantiated claim of property damage of a little over $3500. 00 from one of their guests staying in our duplex suite. The rules were no smoking, no pets and no more than 6 guests. These guests destroyed our duplex. They punched and broke glass of entry door. Smoked, had 3 dogs which one bled being in heat, as well as stole and damaged furniture. A neighbor told us they had over 15 people in the rental. AirBNB claims they have a host guarantee for property damage. We filed a police report, took pictures of all the damages, got invoices, quotes, receipts of things that either needed to be cleaned or damaged that needed to be replaced. We submitted to AirBNB all valid proof and they closed the case out with a $279 reimbursement and stated they mediated this. This is unacceptable because we are well over that amount and have already paid out $2500 to fix these damages. I am filing a complaint due to AirBNB not screening their guests as well as false advertisement of their host guarantee. We are super host and this is how AirBNB takes care of us. Beware and stay away from this company!

The US Marshall threw me and my kids out because the owner had not paid rent or whatever. We came in through the back witch had a lock pad with a code to enter. The front door was not secure and was missing the doorknob so it didn't lock, I put a chair behind it for safety. It was very late when we arrived because it was my son 5th birthday and we had celebrated in the city and was tired when we arrived. The next day we had a funeral to attend so I didn't get around to calling about the lock. The funeral was very hard for us so I did not address the lock the next day. There was signs that stated to not answer the door or use the front door all around the apartment. While sleeping The US Marshall started bagging on the door scared the living $#*! out of me and my kids. I have stage 4 cancer and really needed my rest, but they said that we had to go even after me trying to show that I had paid $750 for me and my kids to stay until the 8th of June. We did not have anywhere to go and I didn't have any extra money to pay for another place to stay. Me and my kids got what we could and sat on the steps while crying and in disbelief. I had grocery's and clothes and other personal belongings that we was not able to get because the officers would let us and stated that they was seizing everything. I do not live in Atlanta to go to court to get my belonging. What kind of checks are Airbnb doing on these people that they are approving for family's to stay with. I have not received one penny of my money or any Conversation from this terrible experience. I've been waiting for 3 days for the Airbnb to contact me but has failed.

Ever have a problem? Need to get ahold of customer service. Forget it. They only do "chat" and they say they will get back to you never do, and their " managers" which I'm pretty sure don't exist can never talk? So weird I will never give my money to them again. Worst service ever

I have booked through Airbnb for a long-term stay in Munich for work purposes. Since it is long term, I must pay rent on a monthly basis - roughly on the 22nd of each month. In May (2021), they charged me 1100 Euros twice! It has been 2 weeks and several phone calls and written complaints and they keep stating that the case has been transferred to 'the proper department'. There are no signs of the money being refunded! Do not EVER book through Airbnb unless you want to be dupped into such things.

The customer service is appalling. I rang them today to ask why my booking wouldn't go through and the person replied by telling me that there's an "ongoing experiment on my account". They refused to explain the experiment or why it's been applied to my account, and kept answering with stock answers. He would. Not. Listen. To. Me. After finally, FINALLY sending me the information about the "experiment", I wrote back to them to explain that there had been a mistake in their system. The experiment references a new policy which stops under 25s from booking under certain conditions, but the conditions did not apply to my booking, so either there's something wrong with the system or the policy information is incorrect. He replied, telling me simply "you cannot bypass or avoid the system". This was infuriating. I was not trying to bypass the system and he just wouldn't listen to me. I don't understand why Air BnB employs humans at all if it's no different than speaking to a machine. What an incredibly frustrating experience.

I give Airbnb a 0 me and my family first trip to Orlando my grandchildren and children were all supper excited we had our days planned of what to do just to go on the my page to make my last payment. Theres a note from the host telling me 1553 champion Gate has been sold by the owner, we was leaving next month July 1st I can't find no place our Florida trip may me cancel we have flights paid for, rental cars but no place I'm truly hurt.

If someone made a party at your property or made a damage, firs you have to talk with 4-5 airbnb representative from different departments, than you have to proof any damage and then airbnb decline your request with the reason - not evidence of the price for the damaged item and it can take months. Basically Airbnb representative always on the side of the guests. Even the damage deposit doesn't work because Airbnb ALWAYS need the agreement from the guest for use the deposit to cover damage. If someone not fallowing the house rules for sure they doesn't want to pay for any damage. Terrible service.

These scam artists are experts at ripping people off, then blaming it on their lame BS policies. Many people from both sides complain about airbnb being thieves. I was ripped off twice a was charged fees they stole from me.

These guys are a bunch of crooks. Will never use again. Stayed at an airbnb in Queretaro city where the host Leandro refused a refund on an apartment that did not have electricity, which forced me to find other housing on an emergency basis. I called airbnb support for help and they canceled the reservation with one day remaining. In spite of promising a refund they never sent it, which was the point of the call to them. Now after 2 weeks of escalating the issue up the airbnb support chain the latest agent said to deal with the hosts for a refund. The same hosts that refused a refund 2 weeks ago.

Clearly the hosts are thieves and airbnb are accomplices.

As a host I have been disappointed that there is absolutely NO customer service at Airbnb. There are dozens of websites like this one, yelp and airbnbhell that tell you all of the reasons to avoid airbnb. But having used Airbnb while traveling a few time I have been from pleasantly pleased to horrified at the disgusting conditions. Worse if you have an issue with a place there is no one at airbnb to help.

My most recent stay involved finding a hidden camera in our room, with children no less. Then to add insult to injury there was no response for days through email from Airbnb. Now a week later airbnb customer service has responded saying "sorry for any inconvenience"

Then a day later they just cancelled my account.

Calling them on the phone led to 20 minutes of wait time to have a foreign customer service agent simply say, we can't help you get a refund because you no longer have an account with Airbnb and then they hung up on me.

Sad excuse for a company in the "hospitality" industry

Hands down the worst customer service I have ever received. Once you get through the robots you get passed around from person to person where you get to repeat yourself each time with NO RESOLUTION. Don't be surprised if you have to wait over 24 hours each time for a response. We were not able to secure a booking because Airbnb message continued to say that our account was under review. Airbnb claimed the issue was with our credit card. We reached out to our credit card company who confirmed that Airbnb had successfully charged our credit card zero dollars 3 times! This was our first and last dealing with Airbnb. I wish I had searched reviews before attempting to book through them.

I am sad to say I will no longer be using Airbnb or staying with friends at Airbnb houses when traveling. I recently reported an issue to Airbnb that the host was communicating with me with sincere hostility and overall refused to address the fact that she left her home a disgusting mess before we stayed. Airbnb‘s response was that I did not report an issue to them within 24 hours. However I was traveling with limited cell service, and didn't think I needed to escalate an issue at that time. I thought I would be able to talk to the host but she turned out to be incredibly rude and ignored all of the legitimate issues regarding her house. I reported this issue to Airbnb to alert them that someone like this should not be able to continue using the platform. This completely goes against the traditional environment Airbnb has had and should have. They let me know they're not going to do anything further or even look into my conversations with this host and are deciding to continue working with her which I think that is a huge mistake. Additionally, AirBnb has become way more expensive without any amenities traditional hotels offer, and when bad experiences like this happen, they just choose to ignore it. I have had great hosts before but they do not make up for the way AirBnb refuses to consider legitimate concerns from its customers. Shame.

They have the worst service and they put my life in danger on two different occasions. They didn't care at all.