AirbnbReviews 2,101

Airbnb has the worst customer support I have ever experienced. After booking accommodation for a large group trip 5 months in advance, I realized the second half of the home charge did not come through 2 weeks before the trip. I decided to call to make sure that our reservation was indeed still confirmed at which point I was told that I had canceled it with no evidence whatsoever that this was the case and that I would not be getting my money back for the first charge. The Airbnb representative then tried to convince me to book another place with the same host instead of taking any culpability for canceling my reservation and refused to issue me a refund. After several more unanswered exchanges and hours of calls, another Airbnb representative again told me that I was the one who had canceled the reservation and even mistakenly sent me a message on the platform saying "adv that we can't cancel reso's so nicely I told him that had to have been him or a user on the acct." Finally, I got someone to actually do some digging and realized that Airbnb did, in fact, trigger the cancellation of my reservation. At this point, it took THREE additional weeks for them to back to me to say they were going to issue me a refund.

I had spent 15 hours on the phone with representatives telling me that I was wrong. I had had several emails go unanswered. I had to book a new house through VRBO at the last second. And literally, all Airbnb provided me was a refund on the money for the house that they had canceled on me 2 weeks before my trip. No apology. No additional compensation.

While I'm sure many people will continue to use the service - as I did before this experience - I would strongly discourage anyone from doing so and caution that at some point you will have to deal with Airbnb's customer service and it is worse than any airline you've ever encountered and will not end well.

Airbnb's Host Guarantee is a grossly discreditable scam, that goes the same with the host required $1000 security deposit. A guest and his family from UT stayed for five days, made permanent damage to my ceramic glass cooktop. When I requested Airbnb to reimburse the replacement cost of my new cooktop with clear obvious photo evidence, they simply gave me the runaround and replied:

"After careful review of the information submitted, we've concluded that the reported damages to the Whirlpool 30" Ceramic Glass Cooktop are due to wear and tear as damage is very small and could have ocurred over a period of usage and not just during our Guest Isaac's stay. You are free to pursue reimbursement from your guest directly. However, per this requirement, this case is not eligible under the Host Guarantee. That said, we will follow up appropriately with Isaac with regard to guest responsibilities." I'm absolutely disgusted by Airbnb"s lack of action and responsibility!

Their customer service is too poor and not professional at all. Charlene G, is the poorest customer service personnel in the world and threatens hosts to cancel their account if the hosts ask Airbnb to uphold the agreement/settings on Airbnb platform. I have officially informed my workers all over the world to stop using Airbnb, either as a host or Guest. There are similar companies like Airbnb who are respectful, principled, and honest. Just google "similar companies to Airbnb near me", you will see more than a dozen companies offering same services professionally and in straight forward manner. Before you subscribe to any company as a host or guest, go and check their review first. Airbnb is definitely a "NO" because you are left at the mercy of your guest or your host, Airbnb does not have any phone number for you to reach them. You might enjoy it one or two times before you meet the problem that will cost you a fortune. You might sleep on the street, miss flights and miss major appointments because of these guys, and they obviously don't care a bit. The best is to avoid Airbnb by all means. They operate like scammers.

#airbnb A great way to get ripped off if you are a host. HOST BEWARE - Airbnb will not. They allow a one-sided gain for unscrupulous renters, putting your home, finances, and space at a disadvantage. I have experienced this again and again and so have other hosts I know. Trying to get a hold of a person to get matters resolved is also a COMPLETE WASTE OF TIME. AIRBNB IS NOT A RELIABLE COMPANY WITH FAIR POLICIES OR PROCEDURES THAT THEY HONOR AS PROMISED. Exhausted!

Reserved a room at MGM Signature Hotel in Las Vegas between 4/6/19-4/11/19 via a host named Nat S. The host represented the room to be "sparkling clean", "well kept" and able to accommodate "up to 6 guests." It was none of those things. It was dilapidated and appeared to have semen stains everywhere. I bailed out of the room the next morning and neither the host nor Airbnb followed through on refunding my money because the host has a "STRICT cancellation policy". Which means... we collect all your money up front and the guest has no recourse whether the property does or does not represent what it claims to be in the listing. I also wasn't offered a comparable alternative and left to my own device. I currently have three other Airbnbs booked in Europe for this summer. Obviously I can't trust Airbnb to come through if I encounter a similar situation and that could be catastrophic being in another country altogether. Another point worth noting is Airbnb allows you to file a complaint, but they do not get back to you within the 72 hour period they promise. Airbnb also makes it nearly impossible to get someone on the phone or on chat. It appears to be a scam designed to benefit property owners, not guests. STAY AWAY! Use another service or book a hotel. At least you will have recourse and someone to speak with.

I am helping my husband find locations to stay as we relocate, I used my account to book his stays. The host rejected our stay 2 days prior because it was my account and I am not going to be there with my husband.
Air BNB threw the problem on me that I need an account per person. However, I do not want an account for me and him and two accounts to manage. Yet they don't offer an account with two profiles and then state the host can reject unless each person has an account.
Customer service was not very good at explaining and at one point just hung up on me.
I am now very wary of using Airbnb, guest beware, as other review state, they very much favor hosts.

As a 5 star rated Super Host I've had some bad experiences with Airbnb providing unfair service to their customers. I had a guest claim there was mold after they stayed for a night. I offered a clean inspection report of the unit and offered to provide a new inspection to prove it was not mold but a marker stain and they refused and took my money instead. Unfair service, they just want your money and won't even bother with documented proof.

Horrible customer service. Our 5 month old reservation for Spring Break with kids in Hawaii was cancelled the day we arrived with no explanation. We incurred substantial additional costs due to finding a new place and they have offered no compensation despite being told at the time that they would. Have called Airbnb every day for the past week and they keep promising a manager will call me back but no one does. Truly a disgrace. Won't ever use them again. Better off using a professional rental company, even if it costs a bit more

Airbnb is not good for guests. It will do everything to protect the host's side, but not the guest. Our host blamed us in stealing her old towels and wanted to charge us almost 100 euros for this. Airbnb was entirely on host's side and they blocked us from placing a negative review about the host. We were trying to place it every day and were getting an error message. Called customer service multiple times and none help was given. Try to avoid their services

I was just reading the sad reviews from the property owners and I hear you. Can I tell you that the same thing happens to renters?

Will spare the details (trust me, you don't want to hear them), but suffice it to say we had 13 EXCELLENT stays on Air BnB before we met the first property owner extortion machine. We've always been model guests, and have always cleaned the premises before leaving - to the point my girlfriend makes fun of me about it. It turns out that in cleaning the kitchen, we "scratched" the stainless steel backsplash. The host demanded (not making this up) $900 for a full replacement of an item that was likely made out of too soft an alloy for the purpose. Go figure.

In true Air BnB fashion, they charged my credit card against my wishes ($500). Let me tell you - I had called my bank a few days before to block Air BnB from doing this because they are notorious for charging renters without consent. My bank (Chase) screwed up and did not block the charges as promised... take my advice: If you anticipate a dispute with Air BnB and you don't want to go chasing your own money, CANCEL YOUR CARD AFTER YOUR STAY.

We will not be returning to Air BnB as we do not feel like we were treated fairly on this one. Sad, because we had such a good run for a while.

Wait, did I mention the undisclosed spy camera at the last place we rented? Apparently Air BnB doesn't really care about that. OMG.

If you take your chances, good luck!

I just had a nasty surprise and got 1/3 less income from my vacation rental than I thought.

When I created my listing I made the mistake of trusting AirBnB's suggested pricing. It wasn't as much as I had wanted but I settled. When my week was rented out I was OK with the amount they said they were going to send. But when the guest checked in they sent me 1/3 less than what they said I would get! AirBnb is quite deceptive in that it doesn't disclose up front that they will be taking 30% off the top of any rental for US Tax Withholding. This is double taxing for foreigners as we need to declare that income in our home country and pay tax on it again!

BE forewarned - if you are a foreigner but are renting property that is in the US you are going to lose 30% off the top. Price your unit accordingly or better still use VRBO or other sources who do not withhold.

I rented a place on Air B&B in January of 2018 for a 6 week rental in February of 2019. My first payment went thru no problem but I changed my credit card before the second payment was due. I called them and also changed my payment method online but they still tried to put second payment thru my old card which, of course, would not go thru. They tried to blame me for their error and call me a liar. I do not like being told I didn't let them know when I had, twice.