AirbnbReviews 2,101

Had an issue with a booking and cancelled upon arrival to the property. It was not as described. The owner was understanding and stated that he would issue a refund without dispute. Gave the indication that Airbnb did not need to be contacted for any dispute management. Carried on my vacation, finding other accommodations that were more suitable. Proceeded to request the refund amount from the host. HE REFUSED, twice.

Airbnb was contacted for dispute management at that time. After 5 associates and escalation, with my case closed immediately two times, I was told I should have contacted Airbnb at the time of cancellation or within 24 hours so they could do something about it. The host accused me of blackmail, lying, and rudeness when I understood the issue as a basic business transaction and offered to not post an awful review with the impression that I was to get a refund. Ultimately, there were many accusations on his part with no accommodation of an unsatisfied customer. I left a review on Airbnb site but I see the hosting location has since been relisted and my review of the encounter is nowhere to be found?

If any issues, have a good credit card company and dispute via them on your behalf, who have a concept of customer is right. If you're a host and not in the vulnerable position of being in a stranger's space, Airbnb has got your back because they appreciate your income. Do not recommend for the customer however. I did not want to be one of Airbnb horror stories.

They put ‘free' cancellation policy - full refund without telling us the hidden info. Then we chose a cheaper booking and when we cancelled the first booking and they charged us $100 for services fee due to overlapping booking. Why would you charge $100 if we still choose booking with your website? That's ridiculous. It is difficult to contact them, then the rep Jonalou, the worst representative (useless, unhelpful, and didn't answer my main query) said it was my fault for not clicking to the hidden link with several confusing paragraphs when booking. This website is not user friendly and tried to scam money when people cancel. Charged services fee of $100 but didn't deliver the services. Terrible experience, never happened in any other hotel websites for overlapping booking.

We have two rentals on Kauai. In mid March when covid19 hit the world we had 100% cancellations through mid December.
Oh geez, there goes our retirement income and possibly the loss of our condos.
We have HOA dues, property tax and insurance to pay every month.
In desperation we decided to rent the condos out long term.
We needed to cancel two reservations for late December and mid January. I called Airbnb to get help with the cancellations and was told that there is a penalty for the two cancellations.
Wtf?
Also, when covid19 hit Airbnb refunded the guests their full fees even though the cancellations were under our strict cancellation policy. Nice.
Under the circumstances I think splitting the fees with the guests would have been fair.
Airbnb made a nice bit of money off of their fees with out listings.
We were going to use Airbnb again after our tenants 6 month leases were up.
Instead we have canceled our listings.
What a POS Airbnb is.

Airbnb said they were offering their hosts a 25% refund for any cancellations due to Covid beginning in March. I have been hosting on the Airbnb site for many, many years. They told me I had 3 qualifying cancellations. After contacting them by email and phone I was told numerous times my refund was being processed. In August I was told my refund would be sent in September because they were behind. I contacted them again today because I got nothing from them. Now I was told the program ended in July and I wasn't getting anything. They are liars, scammers and dishonest. They only advertised that refund to hosts to get free publicity. TERRIBLE!

DO NOT BOOK WITH THIS SITE, THEY ARE PURE FRAUD.
Booked a property for four weeks pictures and location all looked OK, arrived full of rubbish in the front garden, glass bottles of alcohol, no gas no electric, entire house is dirty, rear door does not lock, windows don't even close or lock has no handles, all three mattress feel like they have been driven over with a car, sheets dirty, towels dirty, floor in the bathroom smashed to pieces sharp tiles, shower curtain pole hanging, shower is just hanging and broken, floor boards moving, entire place stinks, oven looks like it has never been cleaned in 20 years.
Contacted customer support, they open a case, then i get the response of we are closing the case as the property problems you disclose can be resolved in 2-3hours of cleaning, i contacted the host many times, they ignore my messages, airbnb tell me to contact the host to resolve, also advise me if you wish to cancel you can do this in your account, your refund will be 0. They do not care at all, stay away from this site, the support is in another country aswell. They are useless. Never booking with this site again

First of all, the pool steps are too steep. There are no handrails for the pool. We almost fell and slipped on the murky water he calls a pool. We had planned this trip for months due to the demand for these homes. The pool did not looked shocked or clean. Also, my other biggest complaint is the fact that the pictures on the platform do not reflect what was going on on the inside. It felt like we were being lured by a few good pictures. If you are going to be a super host, be super honest. Post all pictures of your home, even if they aren't all flattering. From a huge stain on several furniture, to a black bug, to scuffs and dents on the wall, to red dots in kitchen floor, to water damage in the corner of one or two restrooms... show it ALL. Be honest. Don't post only the few flattering pictures of your place. The fact that we were treated like cattle instead of guests, is what leaves a bad taste in your mouth. Host literally said, " No one is forcing you to stay. You can leave when you want", when all the issues were brought up to him. Very disappointing. The fact that we planned for this trip for months and had expectations that weren't met, crushes your spirit. If you recognize this pool, stay away.

Airbnb's so-called customer support is really just a $collection system. I took my 85 yr old mom and 17 yr old son to this place https://airbnb.com/trips/v1/185bca16-4784-4a24-951f-450e797dd170?tab=past during the #pandemic - the owner lied about conditions and AIRBNB won't resolve because she has a lot of properties. They strung me along for months, continuing to tell me someone would get back to me about my case, charged an unauthorized credit card for time I wasn't even at the property, and then re-rented it to another renter during the same period for which they charged me.

I attempted to book via Airbnb. Provided all required personal and payment information as usual. The system required me to upload a photo of my ID (such as Driver's license or Passport) to complete the process. I feel very reluctant to do so and tried to address that issue directly with Airbnb to no avail - I first got several responses from its AI that direct me to links in Chinese which I don't understand. Then it repeatedly sent me texts and emails telling me all they need is "a photo of yourself" or a "selfie." But when you log in again you will find that is not "a photo of yourself" or "selfie" but instead a type of government-issued ID. As a customer with many choices like Homeaway.com etc., I view this requirement is bizarrely unjustified and wanted everyone to be aware of it before you try to book with Airbnb.

One week out from a trip, I reserved a wing of a house that was supposed to have two private bedrooms. They booked it incorrectly and only gave us one room. Less than 12 hours later I found the mistake when the emailed me the itinerary. Now the refuse to give me a full refund. I paid close to 800 for two nights and they are giving me 150 back. Do not book with them. This company is complete garbage and they are impossible to get a hold of.

Terrible customer service even after accounting for COVID.
We are suppose to get A full refund within two days, after OVER A MONTH of investigation.
We were the ones that had to prove that the host is straight lying, even though the proof was right in Airbnb messaging.
Two weeks later we are still waiting...
And when we asked where is our refund the answer was "what refund are you taking about" (instead of just checking our previous communication with them, right in Airbnb messaging...

I cancelled our rental on March 21 2020 for our rental in Austin Hosted by Eastside Villas that was scheduled for October 22-27 (which she has since rented the property for that week)of 2020 through Air BnB w/ a deposit $2581. 62 due to extensive Covid related complications. Which we had booked in January of 2020. The host nor Airbnb will refund our money due to their strict policy of "no cancellations" UNLESS THERE ARE EXTENUATING CIRCUMSTANCES. COVID FALLS UNDER THAT CLAUSE. We have been fighting with them since March to get a refund. Our business was shut down due to Covid on the 13th of March 2020. We are now hiring an attorney to recoup our money. DO NOT USE AIRBNB OR EASTSIDE VILLAS. They have no compassion for the current climate or what people are having to endure. These are huge businesses which are not interested in the welfare of the clients. Losing $2600 is a big deal to us especially now! When our business was closed down along with the rest of the country on March 13 through the end of June we had no income and we lost over $300,000. My husband attempted to keep the business afloat and his employees with insurance throughout the pandemic. The money is sitting in escrow with Airbnb until our date of rental which the host Eastside Villa has rented the property for the duration of our original rental so she is double dipping. There was no service rendered therefore it's free money for them.

I rented a room in gallup NM (small and on the poor side) for work (3 months). As soon as i booked they took my money for the 1st month. Unfortunately i lost my job 3 weeks later and went back home. Since then i have been phoning every number to get a refund for my 2nd month rent which they took out early. All you get is a run-around with their automated system. Long story short - i called my bank to dispute the month rent. My bank took my report and refunded my money for the 2nd month. I will see what happens next. And NO MORE airbnb. I have better success w CL.

I booked a place and 24 hours of my check in date received an email from saying that my reservation had been cancelled I tried to call them all day long through email through the phone they will hang on me several times and the only response I would get a 4 number code which I would put in in space and said one of our customer service specialist will get back at you all day long they piss me so much can't believe it then I call the host which promptly responded and told me that she had nothing to do but airbnb did the cancellation I been trying to find out why they did that haven't avail to nothing cero response and they said that my refund will get it in 15 business days and to top it off they blocked me to get to other properties definitely if I could give 0 most definitely will do it in this last experience that had with AIRBNB.

Airbnb has gone downhill. I write my review as a host, or I must say a soon to be ex-host. I've been hosting for some years now, I've encountered issues, but nothing major, and they were all more or less fixed. But recently there was a big change, they fired most of customer service agents and now they only operate via chat, and they send you an automatic message saying that they are responding later than usual, about 48 to 72 hours. Communicating via chat is not an issue, also the delay is totally understandable because of the circumstances. What is not acceptable is the fact that Airbnb is allowing guest to violate rules and do nothing about it. Us hosts are being left to hang dry. When a guest violates the contract, specially about a matter of safety, it is Airbnb responsibility to penalize or even remove the user. But unfortunately they just seat there and do nothing. My family and I live on site, so we take our safety very seriously, therefore we are removing our listing and closing my Airbnb account. People that are considering to host beware, look around and you'll find many accounts on how things have gone south for many hosts.