AirbnbReviews 2,101

I used to manage many AirBnb's on the platform but use it less for several reasons:

1. Last 2016, I had a guest who needed emergency services and I was on hold for 6 hours on the phone waiting for an AirBnb representative to assist us.
2. So far, the customer service agents that I have spoken to who help in AirBnb resolutions are untrained and they are not equipped to assist in these matters. Often times I have had to cover charges for guest for cleaning overcharges as when provided with proof with invoices of the cleaning charges, the agent would only mention that the charges that we charge for cleaning should only be the charge that the guest should pay for, even if the guest has left a mess and we have had at often times cover for the cleaning charges even surpassing hundreds of dollars (our guest have stayed for several months and we deep clean after their stay).
3. I have, on several occasions, attempted to speak to AirBnb agents and when I bring up an issue, they put the phone down.
4. There was a $2,868 charge on our credit card account from AirBnb in which they could not explain why our credit card was charged this amount and have requested for me to reach out to my bank. The bank can't assist in these matters, it is AirBnb who charged our account.

It has been disappointing doing business at AirBnb and I have slowly moved my business outside of Airbnb due to the unprofessionalism and system that is not pro-host and unorganized. I gave this review a 2 since I was at the AirBnb Open and thought it was inspiring. Other than that, the platform needs several improvements and adjustments and the customer service needs improvements as well.

We booked a vacation at Lynn Mass near Salem. Our first time using Airbnb. When we got there the actual home was nothing like the photos. My husband and I immediately called Airbnb and the host and told them we would not be staying there as we did not feel safe and the unit was not as listed. Numerous messages back and forth all week and then 6 days into the vacation we were finally told we had to cancel the reservation online ourselves in order to get any money back. I did as told and was only given a $50 refund for a $950 stay. You would think Airbnb would have told us this the first day when we called to tell them we were cancelling and would not be staying there. Airbnb is only concerned with the hosts... not the guests. I asked repeatedly for this to be given to a supervisor and it never was. A total SCAM!

Only use AirBnB if you are happy to loose money when you can fully document you are being scammed on their platform.

I booked an apartment for about $1,400. I was given a different, dirty apartment. I took photos of it and left. AirBnB found in the hosts favour based on fabricated evidence he provided. I lost everything and they ignored me contacting them several times. They never did give a response to my documentation counter to the host's claims.

AirBnB have notoriously awful support. If you have been scammed on their platform they will leave you high and dry. You can get your money back if you want to keep phoning them up for a month. They will finally cave in. Most of their staff don't know what they are doing, have no authority and will leave you going round and round in circles.

What's worse I found the host had previously been banned from AirBnB. I told them and they ignored it. Their new account had one review. I have spent $20,000 with them and have over 35 review.

Will never use them again and will tell everyone I encounter for the rest of my life not to use them.

I feel like this was a bait and switch. I was looking for a place in San Diego for a four day stay in Nov. I checked their policy on deposits and it said that if the host requires a deposit it will be reflected in the pricing of the rates or if Airbnb requires a deposit it would tell you the amount before you complete the reservation request. I found a place and reviewed the terms multiple times before I decided to book. There was never any mention of a deposit. Submitted the reservation and then received an email saying the reservation had been submitted to the host. Twenty minutes later I received another email stating that the host accepted the reservation. Still no mention of a deposit. Then 30 minutes later I get an email stating that there is a $450 deposit. Nothing before then. I understand the need for deposits but I was never told of one or the amount until after they had charged my credit card. I did not have the option of deciding if I wanted to pay that amount or not. The more I thought the more I did not want to use the service anymore because I felt they were being deceptive. I called on the 3rd day to inquire how much would they keep if I cancelled. I knew they would keep a portion but they told me that I would only have refunded $12.11. WTH?! I paid over $600 and you are only going to get me back $12.11 three days after I booked the reservation? Customer service just kept repeating that it was the host that required the deposit.
I recited back to the rep word for word of the deposit policy from the website that said if the host required a deposit it would be including in the quoted price and it wasn't. She just kept saying sorry. What is sorry going to do? This is the first and last time I will ever use Airbnb. I will stick with hotels from now on.

A host is asked 6 items: to rate the guest from 1-5 on cleanliness, communication, and observance of rules, for a narrative review, and an optional private message only the guest will see. Then the host is then asked would you host this guest again - yes or no.

A guest is asked many more questions. It's been awhile so I can't remember how many.
If a guest gives less than a 5 rating, they are asked what the host could do to improve. Then there are more specific questions about decor, amenities, etc.

Hosts are not told what the guests will be asked - only that they will be asked to provide a review. Guests only see the narrative review. If they get lower ratings from a host, they don't know about it. The public sees the narrative, and a poor review from a host can make the HOST look like the difficult one. Airbnb needs to be transparent with both parties, and make the review process balanced and fair to both host and guest.

I had a problem with my booking 2 days before our flight. We were not able to contact our host and did not know the exact address the place we booked. We called costumer service and explained everything. At the beginning it feels like they are empathic and sounds like genuinely helpful. But all of those were just words and nothing but empty words and promisses. They are well trained to speak so lovely and correct without actions.
So disappointing. I was so fooled with thier sweet talk.

Unhappy with AirBNB. Recently made a reservation using AirBNB Gift Cards and my credit card for the remaining balance of the charges. The reservation was processed incorrectly and the entire charge was posted to my credit card. Have been working with 4 different AirBNB customer service representatives for three weeks now trying to get this resolved. Now they say that it has been too long since I made the reservation for them to correct the problem. Are you kidding me. They say that at least I still have a credit (gift cards) on my account that I can use for a future stay. My future stay will certainly be the last time I ever do business with AirBNB. Feeling angry.

We booked an AB&B for $55/nt. When we received our billing they had charged us $66/nt. After spending 45 min. On the phone with customer non-service, we were told that the increase was due to "Smart Pricing"; WTF? Requested a refund and we were refused. They said that the receipt showed the price increase. BTW: the receipt is buried four clicks deep in the Trip Overview. AB&B is counting on you overlooking it. This bait and switch tactic should be outlawed. Shame on AB&B for using this deceptive pricing tactic!

I booked a unit off airbnb and paid in full. Host contacts me and tells me I need to cancel the booking due to the host getting caught renting a unit that was not supposed to be used as an airbnb. When I try to cancel, it states I will only get 50% back. I contact airbnb and they do honor the refund in full but insist on sending the money back to a closed account. I repeatedly asked for the refund to be sent via check, on to another credit card, in a credit form with airbnb so I could book a different unit for a fast approaching trip and they refused. They sent my refund back to the closed account and my $1000 is now bouncing back and forth between the two. Airbnb customer service has been horrible! Rude, having a "not my problem" attitude and doing nothing to help me. WORST COMPANY EVER!

Airbnb has the worst review system in the world. I booked a unit via Airbnb and the unit was terrible! I wanted to leave a bad review for the host but I got sick and after 14 days they banned me from writing any reviews! Then I realised that the host who knew that I cannot write a review on him, published a bad review on me in public coz I explained to him how things are terrible in the unit. Almost everything was not working! I asked Airbnb why I can not leave a review and they said it's our policy! I felt I was raped. Someone write something bad about you, he lied, and you cannot defend yourself. Never ever book with Airbnb. You only book if you are a trouble seeker.

AirBNB nightmare: my host rents out rooms of his roommates without them knowing it!

More: the apartment can't be locked, neither can the building door. The private room turned out to be a kitchen. The sheets were with dark brown spots. The apartment was visited by unknown people during the night. We left straight away in the morning. AirBNB, after long discussion, declines to issue the whole amount back. Reason: "the other side is very firm in their position".

Reference number: Resolution Center ******* Escalated for Reservation2 HMAF85MC5A

Booked a apartment with Airbnb to Bulgaria confirmed paid the money in full. I then booked my fight to coincide with the apartment, I had a message from the host of the apartment to say that they wanted more money due to the time of year I was going if I declined the extra payment could I cancel the booking"""" If I canceled I would have a flight with no apartment so decided to contact Airbnb for advise who advised me it was against there guidelines for a host to do that! Yet they had done it the next thing I knew was that the booking had been canceled with no explanation and was advised to book another apartment. In a panic I looked through the Airbnb site and found another one it was 20 euro per night booked confirmed and paid the money in full Guess what? The host contacted me and said that 20 euro per night was not enough she wanted 50 euro per night she had forgot to alter her tariff, if I was not happy to cancel "not happy was a"" understatement" I contacted Airbnb again who was absolutely useless you probably guessed the second booking was canceled again no explanation only suggested I looked for another apartment on there site are they serious I booked another apartment on another booking site with no hassle what so ever I would not use Airbnb if it was rent free disgusting customers service dont trust them

I found a mouse running in the flat and could not take a picture, broken shower or too hot or too cold so several times I felt bad and dust on furniture, winter cover with bed bugs, landlord said the trash needs to stay in the fridge near the clean food, landlord even complained for not true reasons. Asked for refund, they said no, before not replying for three days. Then I sent another message and they said ask the host. Host refused. Then airbnb resolution. Since no pics of mouse and of dust and of the shower (how do I show in a picture that it is too hot or cold?) no refund. Terrible help center. Price also vary randomly and never know why. In Italy then it is expensive as hotel. Definitely don't book! (Europe is also giving an ultimatum to Airbnb also for refund and also because they don't respect any law)