AirbnbReviews 2,101

We had a horrible Airbnb experience. The worse part is how it was handled by Airbnb - they completely supported the host (who lied about the rental) and we lost over $2k because we were forced to leave the property and find another rental!

We were booked with host, Esteban in Fort Myers, 2/17-24. Esteban cancelled 1/20. Less than 1 month notice. Can not find anything comperable in price or quality. Contacted Airbnb every way possible. I called, Willow, was rude and dismissive. She sent two messages, to which I promptly responded. Was told case was forwarded. No further correspondence. Case was closed.
They expect me to be satisfied that my money was refunded. SERIOUSLY?! I did nothing wrong.
Plane tickets for multiple legs of trip and rental cars. No place to stay.
No way to leave negative feedback for Esteban.

I wrote an honest review about a property but AIRBNB protected host and removed my review. I had no heat on a freezing night but AIRBNB did not care because they had already collected their commission. I provided all the evidence but they simply rejected all of it and sided with Host simply because they made their money and there is zero customer service. In short, you are on your own if you had a bad experience then you will never get your money back. AIRBNB is more like a scam.

I never thought that this Airbnb website was a fraud. We planned a vacation in Denver CO and booked a house for 6 adults and a 2 year old. Due to weather conditions we never got to Denver. We left Orlando to Houston and from Houston we didn't get out because of bad weather in the North. The best option was to cancel the reservation and return to Orlando FL since that was the only weekend available to everyone. The cost of the reservation for 3 nights was $ 545.92 dollars my daughter called to cancel and they only returned $ 65.00 dollars. It is a robbery in broad daylight, we called to know why I only returned $65 dollars if we had explained the situation and their response was that they only returned the money if they had closed the airport completely or if by hospitalization. This is a scam, we can't change the reservation for another month of January 2020 to March 2020 because we already canceled it... Tell me if this is not a scam. From my it's first and last time they rob us.

Outrageous charges for cancellation
I have made a reservation on Airbnb for summer of 2020. My plans did not work and I have decided to cancel in in January of 2020 (months in advance). They subtracted $120 (about 14 percent) of my deposit. I have complained with Airbnb and they said that they did mention a service fee! 1- NO Where during my reservation they mentioned a subtraction of 14% from my money.
2- They say that this is my third time canceling, they are going to charge me! I have made reservation hundreds times and canceled in other plate form such as home exchange and Expedia and so on and NEVER been charged for a cancellation months before the trip! They choose an arbitrary number and choose to charge me!

It is truly stealing my money and outrageous. NO wonder they have such a low rating. I am for sure NOT going to use their site ever again.

My Airbnb host advertised a nice apartment situated on a bustling street right opposite a train station, with excellent facilities.

But the actual apartment is at a different address, it has no facilities, hidden in a dangerous laneway with lots of drunken and weird people. The apartment was poorly maintained, a lot of blood stains on blanket, rusty dirty kettle and cutleries.

After I reported to Airbnb, the case manager Leila said all the issues are "minor violations", they will send a "feedback" to the host and give me 10% refund.

I am to blame because I accepted the keys upon check-in and I am late to notify Airbnb, this isn't true. I check in on 11 Jan 2020 7 pm, I reported issues to Airbnb on 12 Jan around 10-11 am, I sent in photo evidence to Airbnb on 13 Jan 10 am. No help was offered by Airbnb. My reservation ended on 15 Jan.

When I questioned Airbnb case manager, which part am I late? She refused to answer me.

During the stay at the unsafe laneway, at night there will be bottles smashing, drunk people screaming and shouting all night, I wasn't able to sleep at all. My partner was deeply cut in the hand by some random drunk person (unidentified) because of the unsafe location. I have to call the police and send my partner to doctor. When I told Airbnb what happened, they were unsympathetic and insisted I was late and no excuse from me. But when questioned further at which stage I was late? Airbnb failed to answer me.

In summary, bloody blanket, rusty dirty kettle and utensils, wrong apartment address, no facilities as advertised, unsafe location, this for 10% refund because these are "minor violations".

Good job Airbnb.

Miami January 2020 decided to book 4 nights $500+, charged my card, checked in then hour later got evicted due to being illegitimate set up in a nice high rise Miami Beach. Wasted half a day of my vacation. They refunded my money and offered $48 credit on next booking. Against my gut feeling a few days later I decided to book 4 nights Pompano Beach, listing posted at $87 per night but after "FEES" was $125 per. I booked anyway but they never applied my credit. Property smelled of cat urine. I Spent hours back and forth and eventually just gave up. HORRIBLE customer service!
NEVER again will I do business with AirBnb.

If i could give negative reviews i would. Me and my wife had a place for the night in Asheviile, NC. We had saved up for a long time to have a weekend get-a-way. We got there and checked in, put our bags up, then left to go to the Bltimore house. Our entry time for the Biltmore was at 9:30 so we got back to the airbnb late, around 12:00. When we got back to the airbnb, the code-unlock switch on the door was not working. Noted he had just installed it. WE entered the correct code over and over again, but it would not work. We were locked outside in the cold with all of our belongings inside the house. After about an hour outside, we were forced to drive around and find a hotel and after a few tries, we finally found a place to stay, and it was about twice the price of the airbb.We drive back to the airbnb the next morning to grab our stuff. The owner stated his apologies and said that we may have a free night stay or a refund.
Later on, after going weeks without hearing from him, he finally contacted back saying that he will not give us a refund because it was our fault. He said that we were not entitled to a refund, and then developed an attitude with us, telling us to g cry to airbnb.
So we contacted airnbnb and basically its just a He said She said situation and they told us that we cannot receive a refund. So basically we will NEVER use airbnb again because they side with the hosts over the guests, even when the host is a scammer who lies to his guests.

If I could give negative stars I would. Booked a long term (8 months) stay with AirBNB with the clearly stated cancellation terms "Free Cancellation for 48 hours. After that, cancel before March 1 for a full refund minus the first 30 days and the service fee." I had paid the ' first 30 days and service fee ' when I booked it, so it should have net zero - no refund and no charge, as today is January 16, over a month before the deadline to cancel. Well, just looked at the card I had on file and AirBNB charged me $2,480. I immediately was on the phone with AirBNB customer support, where I recieved the worst sales associate I have EVER spoken to, who was condescending, and also would not read the terms that AirBNB themselves has for their long term stays, and then also would not listen to anything I was trying to read to him from the terms. Then, rightfully livid, I asked for his boss, where I was told that "I am a senior team member, and it's not my boss, it's my 'team lead'." Just one example of the poorest customer service I've ever received. Then, finally a manager gets on the phone, who is *marginally* better, and says she can neither confirm nor deny that the charge was inaccurate, and she will get back to me in 24 hours after investigating it. Literally, it is a madhouse of a soap opera over at the AirBNB customer support line. If they do not refund the fraudulent charge per their own terms, I will dispute it with my card company. If they can't refund it, AirBNB will definitely be seeing a lawsuit from me.

An untold short story. My tour has been off for more than 2 months, although it is one of the best entertainment events for guests of our city. This happened due to a sharp downgrade of the tour rating as a result of malicious provocation of some airbnb users. When I contacted airbnb Supplier Support because I wanted to solve some important issues, it did not help. I`m absolutely dissatisfied with the quality of Alexandra G's answers. I basically detailed my arguments and asked questions (spoken and written), which I did not receive from Alexandra G any comprehensive solution, in fact she did not solve any important question and refused to help. All I received was a general template answer with distorted facts and a desire to make a wish. In fact, they're just collecting feedback from suppliers. This seems to be the true purpose of airbnb "support". I was surprised at the passivity and helplessness of airbnb Supplier Support.

Airbnb continues to ignore a fake review. They write in articles on their website that airbnb solves such problems. But this is not true. There is a full disclaimer of liability at airbnb. In spite of my appeals to Supplier Support, no one has solved the problem. In fact, any airbnb user can come to your home or your impression (which you organize in your city) and do whatever he wants just because he paid airbnb. Then this user writes a negative, biased, fake review because you did not meet his expectations (in his opinion). But once reviewed thats it anyone can write what they like and anyone can make up a fictitious review. It could be a rival business who wants to harm your business. They don't care. In other words, anybody may publish untruthful or offensive ratings on the airbnb platform without consequence.

Perhaps they don't want airbnb to become the arbiter of truth. But there is a difference between subjective opinion and objective fact. In allowing falsehoods reviews to be published on its platform, airbnb proved once again that it is too callow and untrustworthy to exercise the maturity that comes with its position. Airbnb wants the fruits of success without the responsibilities of success. Sad.

While at an Airbnb stay, I was given vouchers to use. I uploaded them before the end of the trip to apply to the cost but because Airbnb charged me for the full stay 2 weeks before I even started the trip (and before any cancellation policy kicked in) they're now not allowing me to use the vouchers. I don't know 1) why they charge people weeks ahead of time, and 2) why their customer support is so unhelpful. Now I'm stuck with vouchers for a service I no longer want to use after this bad experience.

Booked a cabin handsome Dan's in Port Renfrew. It was dirty only had one little frying pan and 2 butter knifes. All the cutlery was dirty, we washed it before eating dinner. After dinner I had a shower the tub did not drain. Opened hide a bed it was disgusting, sheets had not been changed for ages. Then we began to take photos of the beds the dirty pots and bad accommodations. We emailed air bnb and said we wanted to leave the said we could leave and get refund as we payed for 6 nights. After there review board looked at it and the owner said I quote that cleansiness is a state of opinion. We have photos and videos. Well a week later we are informed we will not receive a refund, go through another company and look at reviews before booking I did but I looked at reviews in there site which I have now found to be filtered.

Do not use AirBnB. If there is a big problem with your rental they do not stand by their written policy about vermin.
I am at a condo on South Padre Island and it has bed bugs. I called the owner who said that she's out of town for a few days and can't look at it. According to AirBnB the owner is supposed to help you or have someone else help if they are not available. The owner just said that if I didn't want to wait a few days I could leave. Well, I would but there are no other 4 month rentals here that are in my price range. So then I called AirBnB and talked to a "Devonte" who said that his supervisor wanted photos of the mattress and the bites on my upper shoulders. I sent the photos which they acknowledged receiving. I waited hours then called AirBnB again and got Devonte again. He said that his supervisor wanted actually pictures of a bedbug. Now everyone knows that bedbugs hide from the light and are very tiny, but I did look among all of the feces areas but couldn't find any. So I called AirBnB again and talked to a "Francis". I explained what was going on and that I wanted to talk to a supervisor. She gave me some mumbo jumbo about not being able to transfer me to a supervisor and told me that she would leave a message for her/him. It's been hours and I still have not gotten a call from any supervisor. Stay away from AirBnB because they don't follow their written policies and have TERRIBLE CUSTOMER SERVICE!

We booked a 3 bedroom 2 bath condo through Airbnb for Steamboat Springs colorado. We paid in full. The person who messaged us was Ryan with Short Stay Resorts. When we arrived we were told that no such unit or reservations existed. In fact the lady at the front desk told us we were the third family that day that showed up with a fake reservation through Airbnb with the name Ryan. My family was left out on the street in 17 degree weather with no where to go and they had our money. We made multiple calls to Airbnb only to be put on hold, told we would get a call back and never did, and simply got the run around. I will never use this company again and warn you against using them. We were the ones treated like criminals.

Airbnb charged me after they promised they would not. They explicitly stated they would not (twice confirmed in writing), and they did it anyway. After they did it, they denied wrongdoing even after I showed them what they had previously stated in writing. I have to raise the issue with the credit company now. I had to leave the Airbnb because the Airbnb host was harassing me. The Airbnb host is not a well-adjusted person. I have booked into six Airbnb's to date and interacted with many others online. My experience is that hosts are difficult people to be around, desperately needing money, are using Airbnb against local public policy (and will note that only on upon arrival), are probably violating rules or regulations for their mortgages or home insurance, or they have other guests that are problematic as I experienced (e.g. Poorly behaved, messy, mentally ill, coming and going at odd hours, staying up very late). I find it difficult living in a house with people like this. Also, the terms and conditions of Airbnb protect the hosts and do nothing for the end customer who also takes risks. I have since abandoned using Airbnb. I have found the same hosts advertising elsewhere for much less. But I have since returned to using hotels for the obvious known benefits. With a little research, hotels offer far better value, better locations, and are typically more reliable. For example, I recently booked two months in a brand new Hilton that has an on-site gym, great inclusive breakfast menu, nearby laundry facilities, beautiful view, lots of spaces to work, daily cleaning, etc. It was less costly than what good Airbnb rooms go for. I called ahead to request a room away from the elevator or in a quiet area. They were happy to accommodate. Also, in hotels, it's easy enough to make a request and get the help you want or need to make it a good easy stay. The good hotel people are trained to help out their clients and there are clear standard and rules for all. So, given that hotels are becoming more accommodating (e.g. They'll supply a mini-fridge, etc.) I can't see why Airbnb would be an option for me any longer. Generally, my experience with Airbnb is that they're rubbish and their customers (the hosts) are solely out to make money rather than run things like a legit alternative to standard approaches such as long term stay in hotels, resorts, and so on. The hosts don't identify with what they do. It is just about money. Also, I have always found an equitable solution while working with hotels. Hotels are after all legit regulated businesses with standards and employees who are most often educated in hospitality. I was attracted to the idea of putting my money in the hands of the Airbnb property owner, but I no longer see value in that in any way. I don't think Airbnb is a good company based on their policies and the way they handle things. In the end, I abandoned my room and lost over a thousands of dollars on a single bad Airbnb host.