AirbnbReviews 2,101

I have never encountered worse customer service... They were horrific to deal with and so unhelpful just frustrating the whole time. If you want for someone to recite the policies over and over again to you and have nothing else to say then do call them. They only care about hosts so if you are a user that sucks for you. I hope a competitor comes along and crushes them because this was laughable and so $#*!ing frustrating... I wanted to bang my head in the wall talking to them.

As a host I will funnel as much business to VRBO as possible and any other competitors that comes along with Airbnb's inequitable treatment of hosts. Guest clearly manipulated the COVID policy on the day of check in after trying other excuses to try to get out of the reservation the day before. We as hosts offered to split the cost of the last minute cancellation and offer a 50% refund even though our cancellation policy states no refunds. After the some back and forth with the guest she comes up with the COVID excuse for someone not in her traveling party. She calls Airbnb and Airbnb cancelled the reservation and provided a full refund without due process or considering the facts. Also forget about your deposit from guests with Airbnb if they damage something. It is almost impossible with Airbnb to claim damage against a guest whereas VRBO has an insurance policy option that the guest pre-pays for and thus their is no friction when accidental damage occurs and you go to claim that damage. Terrible experience, terrible policies, all around with regards to hosts when it comes to Airbnb.

I really enjoyed it's service. They give priority of the customer choice.In future I will definitely go there.

I rented a place for month got to the place and it was not a place I would stay in let alone bring my daughter to so I left tried to get refund even offered to pay for three days that I didn't stay there now on day five and still trying to even get some kind of answer a bunch of bull

I will spend the rest of my life making sure no one I know stays through AirBnB... I experienced an extreme form of Nazism when a guest came to torture me, steal from me, humiliate me with my neighbours by begging them for weed, and then the Airbnb Nazis telling me they will close my calendar and do an 'investigation' took my earning power. They are corporate billionaires associated with Nazi style authority against consumers. BEWARE!

Unfortunately, while Airbnb is one of the biggest vacation rental sites in the world, it also caters to the renter more than the homeowner. In several occasions rents were refunded to the renters without due process on behalf of the owner or property manager. Despite having signed rental agreements with guests, and despite having the guests break the terms of the rental agreements, Airbnb always sides with the guests, and can return rents at will.

Be cautious!

We gave them a 4 month advance notice of a cancellation due to Covid-19. They refused to reimburse us.

We also canceled our daughters wedding guests reservations thehttps! :// www.theepochtimes. Com/video-analysis-of-ashli-babbit-video-suggests-coordinated-actions-interview-with-masako_*******. Html

Wrote a fair review about a house my family rented in FL and AirBnB would not post it. They said it wasn't "relevant" but clearly they didn't allow it because it was a 3-star rating and pointed out problems with the home and property management company. It was not a harsh review by any means and I pointed out that the issues were small but collectively big enough that the owners need to address them. They should have posted so the owners would make the repairs and then they could reply to the review online stating all issues are fixed. The purpose of reviews is to allow a renter to identify both good and bad characteristics of a rental before they book. This owner has a 4.8 star rating and is listed as a Superhost by AirBnB... now I know why... they don't post negative reviews!

Hands down worst customer service I have ever experienced.

The toilet broke in my airbnb, and was like that for 3 days. Airbnb told me that they would tell me how much refund I was entitled to after the toilet was fixed. It took a week of me constantly messaging Airbnb for them to tell me the amount of refund I should request from my host - being pretty rude to me throughout the conversation.

While Airbnb finally agreed to tell me the amount of refund I should ask for (weird that they fought me so hard to just do a calculation for me), I haven't gotten my refund yet. Even though I followed their guest refund policy and reported the broken toilet within 24 hours (it was in 1 hour), I am not guaranteed a refund because the host has to accept it. And the host has no reason to agree because it's their primary source of income. While I feel for the host - a broken toilet (the only toilet) is not acceptable in a vacation rental; and this situation clearly qualifies for a full refund under Airbnb's guest refund policy - something they initially told me I qualified for and then reneged on.

I told Airbnb that I also needed a refund on the proportional amount of tax they said - "service fees and tax is always nonrefundable."

I cannot fathom that it's legal to charge more tax than the cost of the good or service. It's just a matter of time until they are sued for illegally taking people's money. I didn't ask for a refund of the service fee (which is also a % based on the cost of the stay), because I knew they wouldn't give it to me. I'll take up the tax with my credit card company, since I know this is not right.

It seemed like the representatives were trained in torture - honestly. They were extremely passive aggressive, avoided my questions, asked me the same questions over and over, gave me different responses to the same issue, and overall made my life a living hell for the whole time I was speaking with them.

I will never use Airbnb again.

Booked a home for a week and two mins later realized I was one day off. I tried to edit the booking but there site does not allow. I contacted the owner of the property but he did not respond quickly, I canceled the booking and tried to book the same house minus one day and the site would not allow for this for security reasons. I contacted Airb&b and spoke with the customer service was told I would get a full refund in 15 days and could not book the home for security reasons. I booked another home VRBO instead. Fifteen days went by and no refund. I called Airb&b and talked over the phone for an hour, they said I'm not getting a refund as I was originally told because I canceled after the cancel period, it was literally two mins from when I originally booked. THESE PEOPLE DO NOT CARE ABOUT THERE CUSTOMERS!

We have always experienced problems with Airbnb when it comes to damages in our homes incurred by guests. Unlike other service providers, they take 100% control of the process when a damage claim is instituted. I've ascertained that a damage deposit isn't really taken from guests but rather their credit card details - in most cases this is a waste of time as guests that damage things either withdraw their details or cancel the cards. They have a host guarantee in place which is supposed to protect against things like this but it's more like a 'gotcha' insurance policy where they find any reason to wriggle out of paying.

We recently had to run the gauntlet of this process with respect to a damaged television. I provided time stamped photos of the damage, the model and serial number as well as a link to the company providing the TV for its value. I further provided the replacement receipt for the new TV and offered that they can inspect the damage. They denied my claim - why... well I didn't have the original receipt for the TV that was damaged. This must be taken in context that by their design we have little if any control on which guests book our homes - for me the math really doesn't work, would rather go to another company which understands how rentals work: a damage deposit is given, our contract with guests is honored and we have control over the process.

I have been hosting for Airbnb for two years. I rent out 2 luxurious penthouse ocean view suites in Costa Rica. I've never canceled a reservation, I have fulfilled all the requirements for a super host, yet the Airbnb system, riddled with glitches and inaccuracies, continues to rob me of my superhost status. On multiple occasions I've tried to contact customer support only to be transferred endlessly… That's if I actually get a human being on the phone… Only to discover it's a complete waste of time. What kind of company slaps the faces of the highest performing sales associates? Recent studies show superhosts receive more perks, more business, more access… And after having researched my situation I've discovered I'm not alone. Many other hoes have the exact same complaint. Get your act together Airbnb! Don't bite the hand that feeds you.

If you are thinking about using Airbnb has a host or property owner, RUN AWAY!. Airbnb for hosts is the worst service available. Their call center agents do not communicate in a timely fashion. The host interface does not always function well. And worst of all, your property can get reserved by a guest and then the guest can cancel at the last minute, in which case you'll make nothing on your property because the guest can give a bogus excuse to Airbnb customer service. KEEP IN MIND THAT AIRBNB CUSTOMER SERVICE WILL ALWAYS SIDE WITH THE GUEST REGARDLESS THE GUESTS BAD BEHAVIOR! VRBO is excellent. Use them for hosting instead.

It starts out looking simple enough but it isnt... you know what... I will come back when I feel up to talking about it. After 2.5 stress filled hours just have to say if there is another alternative you have then use it!

DONT BOOK THEY TAKE YOUR MONEY AND DON'T REFUND. Terrible, terrible experience. FIRST TIME USER. I was allowed to book a two day trip where Covid restrictions forbid travel. I canceled the reservation. As soon as I determined travel was restricted. It wasn't even a full day later and I was charged $250 from the host and $120 service fee. Total extortion. Neither has been refunded and I will never use this service again. They do not value their customers, have conflicting cancelation rules and then only text cut and paste answers and call it customer service. Save yourself the headache. Disgusted and paid $370 for NOTHING.