AirbnbReviews 2,101

Avoid... needed adequate parking... was told he had adequate parking... Alas there was not adequate parking. I was duped and they basically stole 138 bucks because I could not stay where I would have to request to come and go as I pleased. I would have to ask someone to jocky their vehicles around just to park. What a nightmare. Ripped off again... Avoid avoid avoid avoid avoid

A conference we were attending was cancelled due to Covid 19. The conference was mid June, right after the covid policy of Airbnb expires. I called to find out if we could cancel given our circumstances and I was told yes and the service person walked me through how to do it online. The full cancellation and full refund showed online after that process. Come to find out that a week later Airbnb reduced the full refund to take a service fee of over 300 dollars. Despite many calls and email exchanges to ask them to go back to that initial conversation, the managers never called me back and just hid behind the policy sending emails saying because we cancelled outside the policy we would not get refunded. I see unfortunately many of those same comments on this site. I will as a result cancel my account with them.

Airbnb customer service is as bad as it gets. I was on a trip abroad that was interrupted by COVID-19. I had booked Airbnb lodging in January and checked-in in February, 2020. I had to urgently leave the country and lodging before being trapped when the borders of the country in which I was located closed in March. Even so, Airbnb refused to provide me with a single penny of a refund for $400 in prepaid nights that I could not stay in the foreign country. Airbnb publicly posted that they want to help protect hosts /and/ guests against losses due to unforeseen circumstances. Yet their COVID "refund" policy clearly indicates that the pandemic could not be foreseen at the time that I reserved and checked in, but Airbnb refused to provide a refund. At one point, they tried to make it seem to me like it was the host's fault that I did not get a refund. Yet, Airbnb also refused to return the unearned portion of their service fee in my payment. That is dishonest.

Also, during the COVID outbreak, they would only speak to guests via messaging. But they took several days to respond via message. My "conversation" with Airbnb took nearly 2 weeks to complete, with very little opportunity provided to exchange questions or remarks. Initially, after the host refused to provide a refund, the Airbnb rep ignored my request for a review under extenuating circumstances, told me the "decision was final," and ended the message thread prematurely. To restart the conversation, I had to get back into line which took FIVE more days of waiting before a new rep responded to my request.

My case clearly fell within Airbnb's stated extenuating circumstances policy as a traveler affected by national border closures. But they ignored that. They did something else which further demonstrates their dishonesty... AFTER the COVID pandemic was announced, they wrote a NEW policy, specifically for COVID, which they used to exclude innumerable legitimate claims under their previously written extenuating circumstances policy. They are playing fast and loose with their guests' money, and in this case, the health, safety and possibly even lives of its guests. It spoke volumes to me, when in my 3 month trip with several bookings for lodging, transportation and activities, Airbnb was the ONLY provider which refused to grant me a refund. ---Of note, Airbnb has moved into the hotel arena... in my experience, small hotels have begun using Airbnb to book hotel rooms. When the guest arrives, the guest discovers the surprise situation and deals with the associated problems. The whole set up is a sham. ---For those considering using Airbnb, you should be aware that innumerable (most) hosts do not offer "breakfast," despite this being advertised Air Bed and Breakfast. People are better off going to a real bed and breakfast, or just booking with a hotel to start with.

I will never use Air BNB again after my recent experience. We had booked a trip to NY back in the fall which obviously isn't happening now due to COVID. We were told no refund would be issued (even though the host agreed in direct messages that we would be refunded) unless you're check in date was between April-May 31. So we are stuck eating the $500+ for a trip we can't even go on. Avoid Air BnB and their negative customer service any way possible.

I have a guest who booked on March 17th. However, on April 4th an order for our area was put in place that guests had to stay for 14 days. I reached out to my guests and explained this to them. They explained they can't stay that long and now can't even leave their state due to a current order that was put in place for their area. We both reached out to Airbnb to request that the booking was cancelled at this time due to these orders and we were told- we could cancel, but they would not refund the guest money and I would be penalized for the cancellation because the guest booked after March 14th. We have no control of the orders that have been put in place after the booking happened and shouldn't be penalized as we are trying to follow the law and assist with health and safety of all parties. Airbnb is being completely unethical. They are more interested in keeping guest money and penalizing hosts like myself, just to make a few $$, rather than following what the laws are and taking everyone's health and safety into consideration.

The min stars you can give is 2 I wouldn't give one but wanted to write this review. Our trip was cancelled by our airline to go the California during covid. Airbnb site said trips booked before 15Mar20 would revive a full refund. Our trip was for 6May20 the Airbnb agent said covid could be over by then and send government documentation we couldn't travel?
After going back and forth for 5 weeks we did get our refund but worst experience ever I won't use Airbnb ever!

Cancelled my booking on march 13th at exactly 21:29 and they are refusing to give me any sort of refund. When I questioned this I was advised that if i cancelled on the 14th of march (bearing in mind this the 14th was a little over 2 and a half hours away) that I am not entitled to a refund. I've used this company multiple times and it seems when the going is good they're grand but as soon as there is an issue nevermind a global pandemic they seem to lack an sort of human empathy. Absolute corporate greed. I know there are a lot of cancellations that they are dealing with but I hope that they know when this is all said and done nobody will touch them. For the sake of 2 and a half hours you are ROBBING me of 600 euros. Absolute sham will never ever come near your company again. I'd rather sleep in a sewer for my next destination that ever do business with you again. Well done AirBnB the face of human empathy.

I had booked a stay at an AirBNB in Boston for the end of April. With Covid-19 restrictions we are unable to go. We could not get our whole deposit back which is sad and difficult. What is deceitful is that we did not even get half our deposit back. It states if we cancel before April 23rd we would get a 50% refund minus the service fee. I had a $945.82 deposit and got a $102.32 refund. The non refundable service fee was $193.50. I contacted the owner and he said the refund only applied if the full amount had been paid. I think it is deceitful to post all over the site 50% refund if you cancel before that date and then bury deep in only one place in fine print that it means only if you had paid the full amount not just the deposit. I also contacted AirBNB with no response yet. I will never use that site again. Back to traditional hotel stays I go.

I was serving as a Peace Corps Volunteer and evacuated from Uganda, East Africa March 18th because of the Coronavirus. Upon my return from Africa, I began staying in a motel on the outskirts of Lexington, Ky., my home of residence. After nearly two weeks of staying in the motel, I decided I should start looking for another alternative of accommodations because of the expense. I found Rachel Calderon's AIRBNB online and decided to make the reservation. After I confirmed the reservation with a credit card, Rachel Calderon emailed me and informed me that she has a toddler and her and her spouse would be around most of the time. She expressed concern of my health status, and I assured her that I am fine and not contagious. The next morning I contacted Peace Corps regarding my accommodations and informed them of my intentions of relocating to Barbourville. They discouraged me of doing so because of the potential health and liability risks I was subjecting myself to, so I immediately cancelled the reservation. The cancellation policy states "Free cancellation until 14 days before check-in (time shown in the confirmation email). If booked less than 14 days before check-in, free cancellation for 48 hours after booking, up to 24 hours before check-in." I was well within the window of opportunity to receive a full refund. I have since received notice that Rachel Calderon is refusing to issue a full refund my money, which is a little over $500. I have since began the disputation process with my credit card company and notified AIRBNB. It is not only irresponsible of R. Calderon to accept guest reservations without first making them aware of a very young child who will share the quarters, it is fraudulent, because the guests are placed in financially binding position where she can steal their money if the guests don't want to risk their health or be liable for a child's.

On AIRBNB the accommodation is titled "Cozy Room for Rent Close to College and downtown," in Barbourville, KY.

Awful experience. Despite the Covid-19 pandemic they fought me on issuing a refund. How can you refuse to refund customers when travel is restricted?! Awful experience. I will never use again and do not recommend because if anything happens that prevents your trip they are not forgiving. And I asked the host for a refund considering the trouble I was having with the company and she declined a refund. What a dreadful human. Entire encounter was unbelievable. In the end I got a refund but after I had to submit proof that travel was being restricted.

We had a long awaited vacation to Japan and I reserved 5 night stay in Kyoto with Airbnb - what a mistake! Of course I was not able to make the trip to Japan due to the Covid-19 outbreak.
Fearing I will not be able to return to the US, I cancelled. I specifically stated that I have to cancel due to circumstances beyond my control.
I requested refund over the phone - not before being warned that the wait time is "several hours" - unbelievable...
I just got their reply that I am not entitled for a refund!
This is the only provider that did not refunded me for my cancelled travel - and I had non-refundable airline tickets!
Airline and hotel agencies did not charge me or refunded fully and only Airbnb took all the money I paid and refunded nothing.
The pleasure costed me ~750$ for a trip that I was not able to make, and this is while they are telling people they are fair and cover you fully for the outbreak.
I am sure that at the time of the cancellation I was notified I will be refunded the Airbnb service of ~160$, but unfortunately I did not took a screenshot, so they are not even going to refund this amount!

I am so angry and frustrated and swore to never ever even consider doing business with them in the future.
They don't understand that for the short term gain, they will pay greatly in the long run.
I almost never write reviews, certainly not negative ones on an entire company, but they earned it.
Never again!

Air BNB is only giving 12.5% on bookings tell may 30th. After that they expect hosts to get bookings which is completely unfair as there are no bookings left. This 250 million dollars they put aside only gives less then 100 dollars a booking. This is not close to enough to pay for Bill's. Us as hosts can select how our cancellation policy will be and mine is the hardest setting, yet I'm not getting enough to pay for the Bill's? Over all never would use this service ever again. Someone needs to sue air bnb. They are braking the host contract which has screwed me and many hosts over in the past but this is not allowed.