AirbnbReviews 2,101

The property was misrepresented. It's in need of some pest control, I saw a few roaches during the past few days of my stay. After waking up itching with what looks like bites I pulled the sheets back from a corner of the bed to discover there were three fitted sheets on the bed as well as a mattress cover. It exposed a filthy and very old mattress. I was so disgusted I stopped my investigation. I have some pictures of the condition of the home. It has a possible roach and bed bug infestation. I felt so uncomfortable I left a day earlier than scheduled. Also I Pty a request to change the dates of the reservation with the host. I contacted her and asked for an approval and got no response. This was an overall horrible experience and if it is typical of Airbnb I will not be using the service again, I also will actively discourage others from doing so as well.

This place is a nightmare they don't answer you can't get anyone on the phone repeatedly getting messages that my case has been transferred to proper management but still no resolution to my claim and it's been 7 weeks no can help me and my host clearly violated numerous airbnb policies and nothing from airbnb yet.

Expected better from this well known company. Recently, my travel plans were cancelled because I was not able to travel because of Covid-19 restrictions. I called AirBnb customer support immediately, however, after waiting days and over 1 week for responses – they denied a refund for my cancelled trip because of Covid-19 restrictions. Their response is that WHO declared a pandemic in March and their Exceptional Circumstances policy after March 14 does not cover any cancellations related to Covid-19. Do not expect much from this greedy company and take this into consideration when using them to travel.

Airbnb is robbing people who have to change their travel plans due to COVID. They would not refund my $870 paid for a place that we could not stay at because be had to quarantine in New Jersey for two weeks and this location was not available for that period of time. I booked a different location and requested a refund from the first location but Airbnb would not give a refund even though we would have been violating the Governor of New Jersey's orders to stay in one location by moving to a different location. Do not book with Airbnb, especially Tomas in Hoboken, New Jersey.

I had booked to stay at St. Ann's road townhouse, killarney for August this year. I paid £810 when I booked, with a further £645 to be paid by 31st July. In May, David, the "superhost" messaged me and asked if I was able to make the trip or if I wanted to change the booking for later on in the year. I messaged back saying I was waiting to see how the pandemic would pan out but also wouldn't be able to go later this year. I asked David what his coronavirus cancellation policy was. This was his reply:
'After 48 hours, my cancellation policy is 50% refund typically. For corona virus related bookings I try to either reschedule, or offer a 75% refund. With 25% off their next booking if they do decide to stay another time.'
I messaged David back and said we will definitely book with him next year. He then told me to cancel my booking, he'll refund 50% and will then send on the remaining 25% to me. So I cancelled the booking. Out of the £810 I paid, I have been refunded £296. David no longer replies to messages. Airbnb's customer service is abissmal. The help centre do not help you at all. The resolution centre just gets ignored by the host. It clear Airbnb are happy to allow hosts to message guests, tell them blatant lies and scam money from them. The faceless Airbnb is as corrupt as David the "supehost" of St. Ann's road townhouse, killarney, co. Kerry, who also coincidentally managed to fill my cancelled weeks extremely rapidly! Avoid booking David's townhouse at all costs, unless you want a lying scam artist as your host!

Trustpilot

Airbnb has little to no support for their host's. It takes them literally weeks to help handle guests who have destroyed your property and then punish the host by cancelling their future guests. I have been waiting for them to handle a situation for almost 4 weeks now and have had my listing removed because the guests gave all 1's for ratings and since I had a 4star rating prior (only had 7 reviews to begin with) bringing me below 3.6 (required to use their platform). They haven't returned calls or seen my pictures for verification. They allowed the guest to extort me on my personal phone stating if I didn't refund them they would give a bad review. Well, after determining that their claims were false and they had stolen a mattress I refused refund of any sort. The guests put a bad review, allowing the next guest to try and extort me also. Don't do business with Airbnb. There are many other platforms a person could use that actually will stand behind their host and protect them from.

I had two absolutely different experiences with Airbnb the first time I used it on a trip to the Catskills. The first Airbnb experience was phenomenal, the owner provided us with more than what was listed and he was not even a super host. However, the 2nd experience was much below average and provided false information about rooms, bathrooms etc and this person was apparently a super host. The property listing still remains the same even after we requested to correct it for future bookings. The owner literally stalked us, and every one of the 9 people on our trip felt he was crazy, who after my review wrote back false allegations which Airbnb refuses to verify. We have all the correspondence and photos to prove everything we wrote. We were accused of leaving the place dirty which doesn't make sense anyway. They charge a hefty cleaning fee and we did NOT leave it dirty. We have photos to prove that.
I'm including here the address of the property which had incorrect information. It claims to have 6 bedrooms and 3 bathrooms but the property has 5 bedrooms and 2 bathrooms and for 3 families. For 9 people it was extremely inconvenient and wrong information. When I asked the host he asked why do 9 people need 2 bathrooms!
The 6th bedroom and 3rd bathroom was in another property a drive away and it wasn't even ready for us.

We had a horrible experience at StaySol in this address 4010 South Ocean Drive, Hollywood, FL *******, United States. We arrived it was dirty, the TV did not work and they were supposedly the super host or whatever they call them.
We posted a review an Airbnb removed the review, stating that we had requested a refund, which is 100% false and in fact they use this as a way to justify removing the review.
They do not care for your experience and DO NOT book with them, do it through expedia, or the hotels directly.

Airbnb is not to trust, they are unethical and they do not care for you.

Airbnb really did a number on us...
Their policy promises a full refund if something unexpected happens that prevents you from going on your vacation. They call it "extenuating circumstances". Sounds good, right?
Well, no.
We booked a vacation with some friends to go to a near by beach town. About 6 hours drive, 5 guests. In the evening before our vacation one of guests tested positive to Covid-19, which immediately sent another 3 guests into quarantine for meeting her the day before (according to CDC guidelines). So, at the time of check-in, 4 out of 5 guests were sick / quarantined because of Covid-19.
What do you think Airbnb did? Did we get our money back (2k)?
Of course not. Airbnb's official answer?
"The fifth guest was fine so he could have gone on this vacation on his own".
I WISH I WAS KIDDING.
According to Airbnb, it makes sense for a single guest (out of 5) to drive 6 hours on his own to a huge 2 bedroom apartment that was meant for 5 people and spend 4 nights alone on the couch while worrying about his friends who are sick with coronavirus at home.
WELL PLAYED, Airbnb.
I will definitely think twice before booking with Airbnb ever again. THERE ARE ALTERNATIVES.

Booked an AirBnb holiday cottage for a week in Aberdovey, North Wales, in good faith based on the information given in the Airbnb listing. Turned up after driving for hours to find a drab, damp, dark, dated, depressing and smelly cottage situated on a dangerous road - totally unsuitable for children. We left after 10 minutes of walking into the property - having paid £603 in total for the booking. Raised a complaint with AirBnb within 20 minutes of leaving the cottage. Result is that Airbnb gave us a £50 refund of our total £603 we paid. It seems they sided with the owner - rather than the guest. And it seems they tend to do this as a rule. So as a guest if things go wrong, be warned you will lose your money - and Airbnb will not help you - no matter what they say!

Airbnb has no customer support when it comes to issues. I am a host, and although they have cheated me out of tax money that I am required to collect, whenever a reservation changes I am left with no resolution. You cannot get anyone on the phone who can help. When they say someone will call you back no one ever does. They also do not respond to chat. So although they easily collect money from both the host and the guest, they expect you to handle all issues without bothering them. Every other booking engine has an easy way to contact them and discuss your issue, and seem to want to help. Also, the other engines do not charge the guest any fee.

I am so appalled by what happened with this behemoth of a company that I am inspired to share the story and write this review. I made a reservation with Airbnb in July and within 48 hrs cancelled it to book a larger rental with them. The paperwork on the rental agreement said 100% refundable under these circumstances. I put thru the other reservation and then cancelled the first, only to get a message that a service fee will not be refunded. I sent 4 messages to Airbnb, got no response, so i filed a complaint with my CC who investigated and blocked this fee. Airbnb then sent me an email THREATENING me that if I don't agree to pay it, I risk having my current reservation cancelled as well as my Airbnb membership cancelled.
Several weeks later I got a response from my CC, writing that they received documentation from Airbnb that their policy is non refundable service fee. The papers supporting their contended point were illegible. I just sent back my email completely legibly documenting that the reservation with service fee was 100% refundable: It clearly states right below the reservation code: "cancel before 3:00pm on Aug 2 and get full refund. After that, cancel before 3:00pm on Aug 11 and get a full refund, minus the service fee." (I reserved in early July.)
Then, for my new reservation, they quoted a price on line for a home rental with 15 beds. I reserved without giving a head count. The owner of the property several weeks later asked how many ppl i was bringing. I told him 13, and the owner responded that over 8 guests, an additional $30 /per person per night. When I asked him where that was on the agreement, he directed me toward some hidden fine print stating this. The owner himself responded that this is a recurrent problem with Airbnb: that they insist on advertising without transparency and many renters get upset when they find out that the advertised price was misleading, and have to pay extra.
This is a dishonest, fraudulent, corrupt company that swindles people by insidiously hiding costs and flat out NOT honoring its contract.
I am glad to cancel my contract with these cunning, devious, treacherous crooks.
I can more than afford to pay the service charge, but I feel indignant about their perfidious behavior and intend on sharing this story with as many people who care to hear it.
Airbnb can take its membership and put it somewhere.
Airbnb: Shame on you!

This is easily the worst run company in the United States of America they do not answer the phone for property owners property management companies or what day now call "hosts."

The guests are treated like gold. The hosts are their peasants.

Vrbo is head and shoulders better company for property owners

Airbnb routinely rips off hoats as well as they take all the money and hold all the cards.

Want a free stay on airbnb?
Book the most expensive home you can find Stay the night.

The next day plant a cockroach. Take several photos of it. Call airbnb and demand a refuns. You'll get one as a "guest" and the "host" will get zero compensation.

Not made up. Company is a joke.