AirbnbReviews 2,101

We were to travel from Canada to Arizona but because of the pandemic and boarder closures for non essential travel we are unable to travel. Plus there is no vaccine which will be distributed soon. I booked Feb 2020 for Feb 2021 travel Airbnb has refused to give us a refund and the host is refusing as well but not returning my messages I'm hearing from airbnb that the host refuses to refund the host will not talk, Evan 1 bd condo downtown Old Scottsdale do not book with them. I would be happy with a travel credit for a later date but they refuse to give a credit as well! Absolutely no help from support. They have decided that they are keeping my $900.00 deposit? These guys are corrupt. This is bad bad business do not book through airbnb!

Lost my 118 dollars by dealing with these guys!

Their policies are extremely anti customer oriented and almost always hide something. Basically day light robery.

I had a booking with them that allowed me free cancellation untill Dec 13 and as soon as I booked another place on Dec 09, their cancellation Policy suddenly changed to deduct their service fees on the previous booking with free cancellation without any notice.

There is no number to call, and the so called CS chat lead me to be asked to read more of their biased policies... basically I paid twice to them in service fees to stay just once.

Very bad experience... enough to never come back to the again.

Do yourself a favor and stay clear of Air BNB... deal with reputed booking services... the extra coin is worth it!

I booked a holiday to Adelaide which was unfortunately cancelled due to a Covid outbreak and legally we couldn't travel. Air bnb did not do ANYTHING to help me when my host charged me $1,200 cancellation fee even though this was two weeks in advance. They allowed the host to block me so I couldn't contact them. They left me personally liable for that amount of money. I booked a replacement with booking.com as I could no longer afford an air bnb. They were great and allowed full cancellation up to 24 hours prior to staying. My advice, use booking.com, air bnb and my most made more money off charging me a cancellation than they would have done if I went. Disgraceful. 0

Airbnb customer support "Ambassadors" don't know anything they are truly ignorant Peabrain's. The don't even sound like they know what to do or how to handle any situation. There was a lady who kept reading a script sounding like an idiot and not comprehending anything I told her. The host that rent out rooms are unclean and scammers looking for a paycheck. They don't care if you cancel from a bad experience they just continue to do the same thing other in a cycle to make money in a dishonest way.

I want others to be aware that Airbnb is changing their cancellation/refund policy effective January 2021. They will NO LONGER allow refunds for cancelled trips due to personal or extenuating circumstances. You will not be granted a refund for the following types of situations: COVID-19 related concerns (government advisories/mandates, surge in cases, etc.), death in family, natural disasters (earthquakes, etc.), cancelled flights due to weather, etc. Please be informed and aware about the new policy change so that you don't lose money on necessary cancellations.

I have encountered numerous damages to my properties and Airbnb finds a way to not charge the guest every time! I have provided receipts, photos, evidence, etc. They find a way! One time they said they wouldn't give us money for damages because the invoice didn't have a company logo on it. Another time they said we should have alerted the guest the charge before next guest checks in. We had 5 hours to get someone over there from the time they checked out to new guest checking in and provide estimate for a sliding shower door that was shattered. We had a guest complain it was 78 degrees inside when it was 50 degrees outside. We suggested turning one of the three ceiling fans or one of the three floor fans on. Didn't matter. Airbnb let them leave after they showered, baked food and hung out there for 10 hours. Full refund for them. They let guests out of their reservations and refund their money EVERY TIME! Don't trust them! I have lost all faith in Airbnb and have decided to cancel all my future bookings and sell my properties. I have SO MANY MORE stories, but I'm sure they'll still find a loop hole to stay in business. Side note... I have 100+ 5-star reviews and I'm a Superhost. I'm sad it has come to this and sad that Airbnb never had my back.

Airbnb is excellent@ the Run-a-Round they call, "I WILL FORWARD THIS TO MY COLLEAGUE." I have spend hours and several days uploading and labeling photos and reply emailing to airbnb regarding their disgusting listing we have now been forced to stay in for 19 days. We have cleaned and a wait around for the property owners contractors to deliver and fix things. I have basically paid to become the caretaker of this unmaintained property which airbnb condones. Airbnb just leads you to believe, through emails and phone calls that they "GOT YOU" and have your back but, it's all about their bottom line. If you get a refund the they loose too! Use another venue because, this one is not there to protect or support the consumer.

I had a very negative experience the first time I used Airbnb as a guest. However, this was over 1 year ago so I decided to give it another shot. I booked a house for 30 days-extended stay, and it was wonderful: clean, private, and the owners left a welcome gift. Absolutely amazing! (I did pay a significant amount of money for it, but I was looking for cleanliness and comfort in the middle of the pandemic). After this, I wasn't able to book the same place for another 30 days so I had to look for another place. I decided to continue using Airbnb since this experience had been perfect (I also paid a significant amount of money for the second place, it wasn't one of the cheaper properties). As soon as I arrived to the new place (which had good reviews) I realized I had made a huge mistake. The home looked great on the pictures but once I actually got there, I felt scared and very unsafe. It was located in a very bad and old part of town. However, I didn't want to immediately be negative, so I decided to just brush it off, hoping the inside of the house was better. As soon as I opened the door I realized that the place was dirty, there were dead mosquitos on the windows and wall, the furniture was barely functional and dirty, the place had a very strong smell of perfume mixed in with a smell of humidity in an old and not well ventilated home. I immediately felt dizzy. I walked to the bathtub and there was still hair from someone else, I'm assuming the previous guests. Later on I also realized the refrigerator wasn't working property (and this was supposed to be an extended stay during the pandemic). It was old, smelled bad, not properly cleaned (in the time of covid) and the furniture was in really bad shape. I immediately contacted customer support and after trying to fight this for several days, I finally gave up and understood that Airbnbn would do anything to keep my money even if this was a very unfair situation and had completely ruined all my travel plans. 2 horrible experiences out of 3. What angered me the most is not that I had to stay at a property where I was constantly completely grossed out but that Airbnb made no effort to apologize, offer me at least a partial refund or credit for the large sum of money I paid to end up staying in a really bad neighborhood and an old, dirty and plainly disgusting home. Airbnb only cared about keeping my money, not about keeping my business or being fair. Huge waste of money and time I was planning on using to relax a little bit. I will simply never again use Airbnb and have already told all my friends and family about this horrible experience so they don't have to go through the same thing. Please think twice before using Airbnb as a guest, there's other options out there. It's simply not worth the stress and the terrible customer service.

My fiancé and I had a horrific stay in a home. Coming into the stay we had a note listing all chores we needed to do in the house and if they weren't completed then there would be a price which i found very uncomfortable. It also stated our check out was at 11 am. We had no hot water in the shower and sinks. Till the end of our stay one of the bathrooms still didn't have hot water. In the master bedroom bath one of the shower heads didn't work. The main reason why we chose to stay in this place was for the pool. The pool and jacuzzi was ice cold. We were willing to pay the additional charged and asked for the heater to be put on; it was NEVER PUT ON. With that being said we couldn't even enjoy the pool. During our stay there were people blasting music and working on a roof before 8am. I have a one year old sleeping so that is very disrespectful to my family. Lastly as stated before we received a note stating our check out was at 11. At 9:30am we had someone in the backyard power hosing the side of the side of the house AGAIN where my child was sleeping. When we approached the person they said our check out was 10. We called the property manager and they said that was an old note... if that's the case why would that note be posted in different places. If that was the case then everything on that list is invalid. This stay was the most uncomfortable and most annoying stay. I reached out to air bnb customer support and they basically didn't care and refunded me only 70 out of the 500 i spent. When i told them i didn't feel it wasn't good enough and i wanted the number to a manger or corporate they stopped responding. I also wrote a horrible review on the property itself and air bnb removed it. I find it strange that only the good reviews are listed but not the negative ones.

I recently booked a reservation for next year. When I was checking my credit card statement a few days later, I noticed another reservation charge that was not mine. Four times, I tried to get AirBnB to do advocate for me, their customer. What I found is that they continued to ask me to take care of it myself with my bank. They could see it was not me who made the reservation, but would not credit the charges from their end. This is why I will not deal with this company again. If I have fraud committed on my card through their systems, I expect them to take care of it. So, if you choose to go with airbnb, just know that your credit card is not safe and if fraud happens, its on you. There is literally no customer service.

Here is the automated letter I have received 3 times:

Tina, Nov 4,2020, 4:54 PST:
Hello Kathy,

Below is the letter I have received 4 times. Same automated letter.

Thank you for contacting Airbnb. My name is Tina and I'm a member of our Trust team.

We've received your email and understand your concerns with the unauthorized and/or unrecognized charges you've reported.

In order to expedite the process of recovery, please contact your bank immediately to begin the process of filing a chargeback for the charges you reported to us. If you've already alerted your bank, continue to work with your bank to complete the chargeback process to recover these funds.

Unfortunately, we're unable to release any information regarding the reservation or the user accounts involved without a formal request from a government agency or law enforcement, such as a subpoena. Should a government agency or law enforcement contact us regarding this issue, Airbnb will fully cooperate with such officials.

We would like to sincerely apologize for any inconvenience this issue may have caused. Please let us know if you have any further questions or concerns. As always, if you encounter any future issues with a transaction on Airbnb, please contact us immediately. We're here to help.

Best,

Tina
www.airbnb.com/help

My partner and I booked a place on Airbnb ealry March before COVID-19 for November 2020. We had booked this place for guests that were coming from abroad. My partner did the booking under her account.
Come October, the people who were coming are no longer traveling due to the COVID pandemic. On top of this, the people who are running the place were very unresponsive and unprofessional, telling us that they will call back and never do and then go as far as saying that they contacted the other partner when they did not. The final straw for this location was when a most recent review of the place claimed that the place was UNINHABITABLE and that they got their full refund.
We contacted Airbnb to get a full refund and of course we had to call 4 times between dealing with incompetent customer service individuals, or having the line "mysteriously" get cut off. After finally getting through to explain all of the above issues, here was their conclusion:
1- since the booking is under my partner's name, then they cannot give a full refund based on the COVID-19 policy since it is our guests who are not coming (because it makes sense that we booked a 9 room airbnb for only herself right?). On top of this, they are requesting that travelers have official restrictions from the US government knowing that most countries don't have that entry restriction.
2- They did not even address the bad communication and unprofessional behavior of the managers of the location.
3- When it came to the UNINHABITABLE review of the location they said that we need to have proof of it and since it is someone else's experience they wont do anything about it.
Airbnb did not do ANYTHING about a review saying that the place was uninhabitable during a pandemic. They basically wanted us to go there and get pictures on our own booked time. So they want to put us at risk, take the trip to a location that is possibly UNSAFE to be in in order to get a refund. You would expect a more thorough investigation over a possible health hazard like this.
Airbnb is just a third party money making machine that holds no accountability to the places that they allow on their websites. BE careful booking with this place.

I had been using AirBnB for a few years with great success. I had a 5 star rating from all the stays I had. Then one day randomly, as I'm trying to log in and book another stay, I get a message to confirm my identity and send photos of the front and backside of my drivers license. I did and get told to wait for a response. After 64 days I finally got one. It was that there was an incident from my last stay (that they claim they could not talk about with me) but that they were banning my account. I have an email from the homeowner who said I was the perfect guest and would be welcomed anytime. Never received the email from them following up. I lost money as they charged me for whatever fee they felt like and said the decision is final. You can actually go on google and find countless other posts about people dealing with the same thing. Use VRBO instead or some other 3rd party if you can.

I just spent four days on the The lost Coast in Northern California. We traveled 7 hours. There was no phone service. There was no Internet. No towers. To get the services you had to travel an hour and a half one-way.The home we rented was absolutely disgusting. The septic tank was backing up into the house. There was dog poop everywhere. The house smelled like poop. Mold in the showers. It smelled like dog Pee. Everything we used we had to clean. Fridge, stove etc. It was a 7 hour drive for a family vacation. The floors were so dirty that our white socks were black and our bare feet were black. I could go on and on for days. We could not get our deposit back becauseThe host said we had an extra car. The host told us we could just park the other cars down the road away from the neighbors so we did. Because of this they would not give us back our deposit. And because of the way the house was we were supposed to via Airbnb's policy call or email them within 24 hours with our issues or we could not get our deposit back. We had no way of contacting them in less we drove three hours round-trip. The host did come fix the septic but we had to take care of everything else. I have videos and pictures to show the conditions. Again it didn't matter to AirBNB. We had to notify them with in 24 hours. With no service to do so. I will never use Airbnb again. Beware. Use private vacation property management. They are the best.