AirbnbReviews 2,101

We had to cancel our trip directly because of Covid19 and were not reimbursed any money because we personally hadn't had the illness. However they told us we could still claim part of what we had already paid for but then, when the host rejected our cancellation request twice, Airbnb literally told us "When the system tells you that you can request a refund, it does not mean that you will receive the money back."
Never using Airbnb ever again and neither should you. If a lawyer decided to start a petition to sue them for misleading policies, I am sure they would get enough signatures. It's a pity normal people like us can't really do much against a company as big as Airbnb.

After spending more than an hour on the phone last week, being redirected to several reps, then told that I would need to wait for a supervisor to call, I was contacted 6 days later through a chat response at 1am telling me she could not help and then the case was "closed" so that I am unable to reply. Your support systems appear to be designed to provide unethical, not to mention inefficient support processes.

Reservations cancelled due to COVID, when our country is in a DECLARED STATE OF EMERGENCY, for rentals that were never occupied because the entire population was QUARANTINED should not require this much hardship to get refunded.

Now starting a second round of attempts to get a human to respond to us in a considered and effective way. So far its been 48 hours with no response from either phone or online requests. I see a lot of similar bad experiences--too bad.

Thieves, $2K Taken from Us Dispute COVID and Screenshot from Host to Refund Money. Due to COVID our Vegas wedding had to be canceled due to traveling from Midwest and Vegas and our family having multiple health issues that makes us high risk. Even with a screenshot of a promise to be refunded our money in full from host, they in turn said host refused and host refuses to reply. I canceled in April for June-July booking. Now with four kids in hand and both on furlough we are out of 2k for an AirBnB we won't be using. I referred so many wedding guests and friends, but I will DEFINITELY be telling them to take their money and run now and stick with hotels that they can book and guarantee they can actually stay closer to that time. I was LIED to with PROOF and my family was either expected to take a HUGE health risk or forfeit money to this greedy company and the host.

I booked a room through airbnb. My reservation was confirmed, and the money immediately debited from my account. I received an email from the property owner stating I would need to cancel my reservation due to restrictions still in place because of COVID-19. She stated I would need to be the one who cancelled in order for her to avoid a cancellation fee. The companies cancellation policy states the customer can cancel within 48 hours of booking and get a 100% refund. I sent the request to cancel and received a message that stated my request to cancel was sent to the property owner. That request was sent within the 48 hour window. The following day, I received a message from the property owner stating I did it incorrectly and if she accepted my request she would be penalized. When I again attempted to cancel my reservation the way the property owner requested, it was then outside of the 48 hour window and they kept a $65 fee. I attempted to contact customer service and they were absolutely no help, and refused to give me a refund. I will never book with them again

Not sure who's covid response was worse, Trump's or Airbnb's. The ridiculous part of their policy has to do with the type of documents they require to 'potentially obtain a cash refund.' I literally could not obtain them for various reasons. Third party flight booker (flight cancelled) was completely non responsive, so I couldn't get documents from them. They wanted documents from either the location I was flying to or from stating travel was not permitted to either exit or enter a particular area until such and such date. Those documents simply did not exist and were not provided by either of the governments (two separate countries.) Tried a last ditch effort to talk to someone over the phone and got shafted. I did receive a credit. However, this review has to do more so with how they handled the covid-19 response and their deceitful refund policy that was launched. Why announce you will be giving refunds, only to make customers jump through hoops to get them.

In booked a three night stay in London for October 16,2020. Due to Covid-19 I cancelled my airfare and cruise with no problem at all. I prepaid in full for Airbnb and received less than half of my money back. I spoke to the host who said he only receives his share after the trip is complete and its in Airbnb court. Why should these crooks get to keep more than half my money when I am cancelling 6 months before the trip. DO NOT BOOK WITH THEM.

He Cancellation Policy for Covid 19 is Fraudulent. They promised a full refund for bookings prior to 3/4/20 with travel dates between 3/14-5/15/20. The website states there are 3 options: cancel for full credit, cancel with partial refund, and cancel with full refund and supporting documentation. The third option was not available to me at the time of cancellation and now I have a $600 credit I cannot use. I have tried calling and emailing and have been continually denied a full refund. I ended up having to dispute the charges with my bank. I am very dissatisfied with how this was handled and I think the cancellation policy is designed to rip off consumers during this pandemic.

I lost almost 2000CAD due to AirBnB excuses in their policy.
I've booked an apartement at 188 Keefer Place, Vancouver, I had to cancel due to covid19, since I can't get a visa on time for my trip due to the Visa section is closed until further notice.
I tried to communicate with Hannah many many times, Hannah, the host, is apparently a superhost. But no response was given. She's dead silent! This is the kind of superhost AirBnB has -_-! Doesn't even deserve the title, but you decide!

Tried to explain to AirBnB and they say, that my case is not covered by their policy, and the host has every right to refused returning my money.
I cancelled 2 months in advance, with a consideration that the host will have a lot of time to relisting her place.

I've learned my lesson, I will not involved with a blood sucking, opportunist, cruel treatment of company like AirBnB anymore. I hope everybody reading this can learn from my lesson.
And Hannah, hope you use my hard earned money for good.

January 2020, I reserved a condo with Airbnb in Panama City, FL. When the world went on lock down, I emailed the host and we stayed in contact almost every week. Yesterday I got an email saying Sad News, the governor has suspended short term rentals in FL and security will not allow anyone in the Majestic unless they are owners. She said I would have to call Airbnb and they would give me a full refund. I called and was on hold for 30+ minutes and when the rude woman listened to my explanation, she started reciting the Airbnb policy. I could not get a full refund but I could get a credit. I read an article and seen that several people had gotten a refund and she just got more aggravated. Basically I told her what she could do with Airbnb and her attitude. I took the credit because I don't want to lose $1300. I did find another place in a different state and I will use my credit. This is my first and you can bet money it will be my last time to use Airbnb. I think they are operating illegally and they are scamming people during the worst days this world has ever seen. In the future I will got back to the company that has always taken care of my travel arrangements. Hotels.com

Due to Covid-19 my guest had to terminate his reservation a month short. He was on an internship as a Physical Therapist. He asked Airbnb to forgave him the final payment. Airbnb told him that he needed my approval. I gave the approval but Airbnb still automatically charged his account the full amount $863.17. Airbnb did not credit the amount collected to my account. When my guest asked for a refund Airbnb told him that I was responsible for the refund. It has been nothing but extortion and harassment. The outcome is still pending. What is needed is a class action suite against Airbnb unfair policies. I would support any such effort..

TERRIBLE AND FELT LIKE CHEATED. Even when my booking clearly says that a full refund is available, they are deducting the service fee. So what they are doing is they are ready to have the Host feel the heat of the situation but are not ready to have single scratch on their own earnings.

WHAT A HYPOCRISY?

And their service executives are no more than scripted robots. Only can help you with their scripted responses which are not worth a Penny of your real help.

AIRBNB - NEVER AGAIN WITH YOU

I'm disgusted by how they have handled the COVID refund policy.

The business model and the concept of the company is incredible. What I have an issue with is the way they have handled the situation in time of crisis for travelers.

Our family had planned a trip to Hawaii for the end of April (booked in January). We were monitoring the COVID situation throughout February/March, and decided that it was prudent to cancel our trip and had cancelled near the end of March. Airbnb has a refund policy under their "extenuating circumstances" which the COVID pandemic certainly qualifies and had socialized on their website that any trip booked prior to March 14th and reservations that occur before the end of May would qualify. Apparently, that policy is not honored if you were one of many that had planned ahead and cancelled in advance prior to April. Why am I getting penalized for planning ahead?

I completely understand that the company is strapped for cash in this environment and many hosts are suffering in this environment. What would make sense is to issue credits (in lieu of full cash refunds) at a minimum to make customers whole instead of assessing punitive penalties to individuals on a technicality. From here on out, I will not be using Airbnb and will rather pay a premium to traditional hospitality institutions to avoid this type of treatment in the future, Tremendously disappointed in the company and will never use their services again.