AirbnbReviews 2,101

If you are thinking about becoming an AirBnb host, think twice. When conflicts arise with guests, they will ALWAYS side with the guest. If a guest complains, they take action quickly and will deduct money owed to you from your next rental. If a host has an issue with a guest, and I have had several in five years, they are slow to respond and hesitant to reimburse for damages, despite the company having more than 30 billion in assets.

I had recently worst experience with airbnb, we had holidays with 3 children in Cyprus and ac was not working in 3 rooms. Temperature outside was almost 40. I called to host, he told me to contact to air bnb which i did. I had to call them everyday and after almost 2 weeks they took 400 euro even i did not stayed there for 1 hours. Host told them that i left apartment because i found another one cheaper.

Airbnb dont care, i dont feel that they are taking customer seriously. I will never book apartment form Airbnb anymore.

AirBnb is the worst! They do not care about their hosts and it's so frustrating. Our home was trashed (items damaged, stolen, blood and drugs left everywhere) and we were harassed by a horrible guest. The cherry on top was this guest left a false and slanderous review after I requested money for excessive cleaning and the damaged plus stolen items. Learned my lesson there! I reached out to AirBnb MULTIPLE times about this horrible review after the worst guest experience I've had to date. They gave me the go around and never reached out. I sent an email to the CEO and funny they finally reach out a MONTH later... to say it doesn't violate their policy? What? Such a joke! They do not care about the hosts who are making them money!

Although I cancelled my accommodation within 24hrs, in writing... Airbnb refuse to issue me with a refund. One unprofessional person in a chat room has made this decision on their own and won't provide me with an address to make a formal complaint to allow my case to be heard fairly. My host agreed that I had cancelled then she quickly changed her mind, probably when she realised the financial benefit. They definitely favour the host over the traveller "Beware of these scammers, sadly we are living in desperate times, one wrong move and they are on you like a parasite!"

I began using Airbnb in 2010, staying in locations across the US and Europe. I have probably had 30-40 separate Airbnb reservations. I finally reached my limit with their unacceptable business practices and will not do business with them again. They take customer payments when the reservation is made and do not give any of that money to hosts until after checkin - so it is free money to them that they can use how the see fit. What is stated as a "Full Refund" in the case of changes or cancellations does not include the Airbnb share. So while the host may give up their share in that situation, Airbnb loses nothing. It is a no risk business for them with the host and tenant taking on all of the risk. And Airbnb's share is significant - anywhere between 12%-20% of the total. During COVID, they increased their markup. They also had stated policies on their platform that contradicted each other depending on which page you were on. They also did not always honor their COVID policy the way it was documented. I talked with 4 hosts during the COVID period and most of them said they would not do business with Airbnb again. My opinion is that Airbnb will become a front man for rentals owned by large corporations. I hope someone else comes to market with a service that allows rentals of private property with straightforward, fair business practices.

If you are an owner, beware. We had a customer complain about mosquitoes to us directly and that is all. Next thing we know, AirBNB contacts us via text message and says the guest is leaving because place seemed unclean. We were not called to let us know of any issues so they could be resolved them. The house was more than clean. Because of COVID, we had the carpets and furniture cleaned as well as the house before their arrival. But AirBNB never gave us a chance to even produce the invoices. Just listened to Guests and removed our listing saying we need to provide proof of cleaning after they left. We did that. It is now more than 3 weeks after they left. We have contacted AirBNB more times than we can count to say invoices have been produced, have someone contact us to go over what happened, and to put our listing back up. Nope. We are ignored, Unfortunately you can't screen people on this program, so rent at your own risk. Know that if guess changes their mind, you are the one who is out of luck.

I was forced to cancel our family retreat reservation(very expensive) due to dire Covid-19 extenuating circumstances involving my family from South Africa, who were not allowed to leave the country due to Covid and my cousin's medical responsibilities as a Covid-19 essential worker in South Africa. I cancelled as soon as I heard that the family was not going to be able to travel to the US. I cancelled 3+ months before our reservation, as consideration to the host so that she would be able to rent to another party. She denied the refund, stating that she needed the money herself. After 3 requests with supporting documents from South Afrcia to AirBnB Resolution Center,(1 each month) and 2 letters to AirBnB CEO Brian Cheskty(who never bothered to acknowledge my letters), all I received was that AirBnB was sorry that they were unable to help me because the host has a 48 hour cancellation policy and she was unwilling to adjust it. I would have thought that, under the financial strain that we are all under due to the pandemic, and the community solidarity declaration of"we are all in this together", AirBnB would have been more pro-active in helping me with this unethical behavior. I am deeply disappointed. Gillian Cassel

Zero protection once you pay.
You would think that airbnb would offer a minimum of protection to its customers once they pay... I am left stranded with NOTHING I can do, ESPECIALLY since my cancellation is out of my hand(covid flight restrictions!). And careful who you deal with! My host(Michel, from Nice, France) was all smiles& friendly till I had to cancel. Now he doesnt even bother reply to me and dont expect airbnb to help! They dont really care as long as they get their fees! SCAM

With the Covid-19 pandemic creating havoc for many of us you would think companies would be working with repeat customers. Not Air bnb though. We booked accommodation in Northfield VT in November for an event at our sons' college (Norwich University). We were informed that they will not be going back and therefore all events are cancelled. We went to cancel our booking, with over three months' notice, and were told we would only get $67 back from our $583 deposit. Air bnb have not answered any of our attempts to contact them about this situation. Air bnb clients make a lot of off season booking through Norwich University families. I intend taking the matter up with the University and Parents Association to get them to remove Air bnb from their accommodation information recommendations.

I was forced to cancel our families stay due to COVID 19. I received a refund minus the $615 service fee. Why? They are giving out FULL refunds for the time of our stay but because I cancelled they say too early I don't qualify. WHY! I stated in my cancellation that it was due to COVID 19. I wanted to give the host enough time to get a new reservation, which he did within 2 days of my cancellation (May 26th).
I, my daughter and son have all tried to call Airbnb with no success after being on hold for more than 40 minutes. The one operator hung up on my daughter bc she was a third party. Excuse me, the reservation was for 16. All they had to do was contact me and verify that my daughter could talk for me. I am 75 years old and do not need this kind of stress. My children (who are in their 50's) were only trying to help. NEVER, EVER will we use Airbnb again. Seriously need to work on their customer relations.

Horrible service, extensive wait times, hands bound by service reps & they are shedding homeowners for being a big hotel. They are buying their own properties to convert to longer term stays. Cutting out homeowners for their new hotel purchases & servicing big hotels. Their conversion alerted hotel lobbyist knowing Airbnb was no longer serving homeowners, but directly competing with hotels. Airbnb is founded as an online business working remote across the world. Now Airbnb pretends they were a brick & mortar operation that is clueless on how to operate as an online booking company. They never were a 1950's call center. Now they make excuses, using Covid 19. Covid 19 just pulled the curtain away faster to prove they were already shifting out of servicing the residential market..

I booked a trip to OCMD when COVID cases were low and now that cases are increasing again I didn't want to risk my health and safety. I reached out to Air B&B numerous times and was told someone would call me back to try for a refund or credit. I also called the host a few times and she never picked up. She finally responded through the app after I have been trying to get ahold of her for three days. So now we are only getting a $130 refund for an $800 trip that we never got to go on. These policies are absolutely absurd especially during a pandemic. I will NEVER use Air B&B again! Customer service and host experience was terrible and what a rip off. This company should be ashamed of what they are doing to people. If I could I would give them 0 stars.

My family and I could not travel out on the check-in date due to flooding when a hurricane hit our area. I canceled the reservation hoping to get a refund. They had me back and forth between Airbnb and the host. Both insisting it was up to the other to issue refund and that I didn't qualify for a refund. At the end, they agreed to refund if we rebooked for different dates. We ended up enjoying our stay since back home we didn't have electricity, but it was stressful and crazy dealing with them. These people must be trained to have no sympathy for people's misfortunes and refuse refund no matter what. They push people to just give in and consider it a loss. You have to keep pushing and insisting if you know you're due a refund! Never again will I deal with Airbnb!