AirbnbReviews 2,101

I booked and stayed somewhere for 4 nights. It was not as described ie Boutique room. Bathroom door would not close, sunshade useless in afternoon sun, bedroom so small could hardly walk around it, rusty fridge, I could go on but you get the picture! As I hate complaining I left it but cancelled my booking for same space 3 months ahead!. I cant get a refund on my 50% deposit. Written complaint to AirBnB with photographic evidence, no reply. I shall never use AirBnB again, stick to Booking.com, fantastic customer service and easy cancellation.

Suddenly the calendar does not show bookings anymore and editing it does not work.
I am really disappointed cause airbnb takes the 20% of the bookings earning and I would have expected some more professional service.

I recently stayed in Woodbridge, Va and thought that it was going to be an okay experience; however, it was an experience from hell. The first weekend the couple had a party that last for 2 days. It started on Friday night and ended Sunday night. No sleep for me, but Im not a complainer. I wasted a drink in my room in which the carpet was dirty. The Host stated that I damaged their carpet and caused ants. Really the ants where there when I got there. So Airbnb sent me an email to disgust the matter and they give me 72 hours to respond. Well, I didn't see the e-mail and when I did they said that it was too late and they had reached their decision and was charging me 73.00. I sent several emails on my behalf and they took the money out of my account without telling me when they were going to do it. Nor did they have authorization to pull money from my account. Charge me, but don't steal from me... Be careful for apparently they can go into your account without you giving them authorization.

UP the nightly rate for the dates I was there by over $10 per night making my overall price almost the same as the full stay. "Customer service" told me I was 100% responsible for attempting to negotiate a lower rate with the host and getting the refund directly. The rental location was also dirty and did not offer all it advertised, AirBNB said they couldn't do anything about the mis-representation and poor conditions. They said I would have to resolve it with the host and request a refund myself. What does AirbnB do? If I have to do everything myself, what is the purpose of having a middle-man service that is charging handsomely per reservation

My girlfriend and I booked 3 Airbnb's for a trip to Hawaii. 2 of our Hosts so far seem great but the 3rd requested that we give them our personal email address, sign a rental agreement, and pay taxes via an outside payment method. We felt very uncomfortable about this and upon review at a later date found out that they had breach 14.1 of Airbnb's Terms of Service (https://www.airbnb.com.au/terms/) by requesting payment outside of Airbnb's Platform.

We contacted the Host and requested a full refund as their refund policy was strict and would only give is 50% back if we had cancelled it ourselves even though the reservation wasn't for another 6 weeks.
The Host refused and breached Terms of Service again by asking that we pay via PayPal.

Feeling extremely uncomfortable about all of this, we contacted Airbnb. They investigated the matter and told us that the Host had been misinformed by Airbnb staff about the correct process and was instructed to make all further payments through Airbnb's Resolution Centre. But, despite acknowledging the breach, they refused to process the refund because the Host was a 'valued Superhost'.

We have screen shots of Airbnb's verdict where they inform that they do not believe their was a violation before stating that the Host had violate the Terms of Service in reference to 14.1 which states 'request, accept or make any payment for Listing Fees outside of the Airbnb Platform or Airbnb Payments. If you do so, you acknowledge and agree that you: (i) would be in breach of these Terms'
They then go on to acknowledge that it is the Host's responsibility to pay any Host Fee and applicable taxes as well as the responsibility to include any other additional payments within their Listing Fees which was not done.

The only conclusion I can make from all of this is that Airbnb agrees that the Host has violated the Terms of Service but because they misinformed the Host of their responsibilities (even though they would have had to have read and agreed to the Terms of Service prior to becoming a host) they are unwilling to inconvenience the Host in case they loose a source of revenue.

Ultimately, I feel like my rights have been violated and I can safely say I will NEVER use Airbnb again.

We booked a condo in Hawaii for $2800 only to find out that Airbnb had been breeched. We ended up sending the money to a hacker thinking we were dealing with the owner through Airbnb's website. Airbnb failed to protect its customers by notifying them that it had been hacked and would not accept responsibility but blamed me for the problem. We only found out when we tried to get the address to the property. The property was still listed even though Airbnb knew of the problem. The real owner of the property said he would removed the listing until Airbnb resolved the issued-assuming they care to resolve the issue. We have filed a complaint with the FBI's cyber crimes unit.

I have tried to use this service three different times. Each time I was trying to find accommodations that were near a specific address. And each time I was required to fill out the information before I could see the address of the site. By the time I had filled in the information and had gotten to the address, I had already booked without realizing it; and even if you try to cancel immediately you are still charged the "service fees". I will NEVER use this service again! I found a hotel that was approximately the same rate and I know I won't have any trouble changing the reservation if necessary.

Airbnb are flawed. Im a seasoned traveler and have Airbnb'd a few times at this stage and hotels and b and b's etc - with Airbnb - Once you receive the keys of the apartment into your hand you are responsible for ANYTHING that goes wrong or is broken. So for example. The tv is broken before you arrive or the dishwasher or a press or a door and no one says it to you - it's broken by a previous person etc - you will have to pay for it's repair or a new one. A tv could be 600 euro... you are not protected. Airbnb are the only company that Iv ever come across that will not protect the customer.
Another flaw - is if you leave something behind - there is no reinforcement by them to get the owner of the property to send it on to you. Appalling. BE VERY VERY CAREFUL WITH THEM - YOU CAN GET SCREWED IF SOMETHING IS BROKEN AND YOU DO NOT SPOT IT THE MOMENT YOU GET THE KEYS IN YOUR HAND!

WORST EXPERIENCE EVER. Do not rent via airbnb. Our rental was not legal and therefore the building manager called the police, and harassed us. The host was no where to be found and airbnb was not empathetic whatsoever. Airbnb needs to vet their host whether it is legal to rent and whether the property is safe. We were charged for all three nights where we did not stay and had to seek other accommodations which we had to pay for as well. So not only did we lose our money, Airbnb did not refund us but we paid for an additional three nights at a hotel. Airbnb took no responsibility and the host STILL collected our money. We were traumatized by the whole experience as well as the insult of losing our money.

Ive got the worst experience of my life booking with Airbnb, my host cancelled my stay the day I landed in New York, after 2.5 hours spent chatting with the customer care whiteout finding a solution, Ive been told by my assistance that she would have finish her journey shortly and another assistance would have taken care of my situation soon. I was contacted 2 days later after opening a complaint against them.
But isnt over yet, since I had no place where to go I decided to book an Hotel (only 3% of structures where available that day), then asked Airbnb for a full refund of the difference I had to pay between the hotel and my room (ca 600$), after about 10 days of back and forward they agreed a payment of 300$ cash.

Be aware your host can cancel your reservation and you wouldnt have a full refund and potentially no place where to go.

My host decided to cancel my reservations 9 days prior to my stay in order to extend another customer's stay. What is airbnb doing to protect its users like me who are booking through them? Nothing. They offered me $15.00 extra on top of a full refund to help re-book another airbnb place (basically bribing me to continue to use their service) or just refund all my money back into my credit card. They left "host cancelled" on the host's page, charge the host a cancellation fee of $50.00 that benefits airbnb and drop the super host. The worst part was that I wasn't able to leave a review of the host that cancelled on me, rather they let the host explain why they cancelled on the renter, which doesn't make sense because the host will obviously lie which is pretty much a one sided story being told.

My host asked me to cancel twice so she can keep her super host status and not be charge with the cancellation fee. On top of it all, if i had agree, I wouldn't have got my refund. I feel like not being able to leave a honest review of the host and why the host cancelled on me leaves a questionable area in the whole business. Reviews are meant to be helpful in both ways, so Consumers can make a choice base on their opinions. But I guess after all, it is a business, so they only want the good reviews to be posted.

The day of our arrival the host cancelled our reservations because he was still waiting for Airbnb to pay him for the prior stay. We made multiple calls to Airbnb customer service for a total of 4 hours. We were told repeatedly that someone would call us back but we never received a call.We asked to speak to a supervisor and were told 4 times that he would contact us but he/she never did. Unbelievable... this is an aweful company that won't even talk to you needless to say our trip was ruined.

I've used Airbnb multiple times now, never as a host, always as someone booking. The website for Airbnb is not super clear, took awhile for me to find a way to reach customer service to find help regarding getting a refund from a cancellation AFTER checking in the first night. Booked for over 30 days, and Airbnb was of no help. When the host became difficult to reach regarding refund, I reached out to Airbnb and I got a message from them to try and contact the host because they were unable to contact her! When problems arise, you really are on your own. This is the risk. I've had hosts ask for cash transactions which is against Airbnb policies but even customer service is not aware of their policies until I did a copy and paste from their website. Very amateur responses from Airbnb and the hosts are hit and miss. Generally, the hosts all have been nice but their places and management lack a certain quality or minimum standard - signs of previous people living in the place (smell, hair, garbage) regardless of the cleaning fee you are charged, a film or grit that seems to cover the place, insufficient pillows or blankets, cheap beds etc. I've started looking on other sites after too many unsatisfactory experiences on Airbnb and I wished there were more places online that I could find reviews. Airbnb is known to filter out negative reviews about themselves on their website. In the end, I'd caution booking with Airbnb. Thanks.

It is hard to understand how AirBnb stays in business with their non-existent customer service and total lack of concern for people simply trying to do business with them.
I chose an available property, emailed the property owner and submitted my payment information. After giving all of my info, I got a vague pop up notice from Airbnb saying there was some problem in accepting my credit card information advising me to use their HELP desk if I wanted immediate help. Of course I wanted immediate help, I am trying to book a property for a vacation and the clock is ticking.
I tried submitting my credit card information again, getting the same error message. I tried using another credit card and got the same error message.

I then went looking for the well hidden "HELP" tab on the Airbnb website. Honestly, it's as if they do not want you to find out how to communicate with them.
I submitted a message with my problem and about 18 hours later I received an email containing a "form letter" response that had NOTHING to do with my particular problem. Additionally Aivbnb "closed" the case, making it impossible for me to respond to the thread. Their message to me was clear, "We sent you an email, we really don't care about your problem, now please shut up."
Coincidentally, about 18 hours later, the property owner started emailing me, telling me the property was available and asking me if I NOW wanted to book it.
In conclusion, Airbnb makes it very difficult to ask a simple question and receive assistance, while letting their customers know the company has absolutely no intention of offering any kind of quality customer service. I have deleted my Airbnb account.

I received a gift card for xmas. When I tried to use it there system would not take it. I searched for a phone number and found none. I ended up writing a review on there Face Book Page and they then contacted me. They would not take my number, said it was not right. So I had to send them a PDF file with the card in it. OH Suddenly they found it. I returned from my trip to find they had over charged my account by over $152. They said they could not find the charge on my account. The lady told me she would forward it on to the next level and they would be in touch. Never heard back. I'm now reporting them to my credit card and protest the charge. Awful to deal with this company. Never ever again would I do business here. Rip of artist!

Airbnb went from being one of the best to literally THE WORST company ever!

For 10 days, I have been trying to contact their support as there is a technical issue that prevents me from booking a place. I am currently staying in a hotel in Colombia because of this issue, even though I have an upcoming booking!

For 10 days, i have been trying to contact them, and they simply close every single ticket that gets opened! Every time I hear "we're sorry about the issue, someone will resolve this asap" then they all simply close the ticket.

I now just called their support, and was connected to an agent with some broken English accent in a room full of people talking that literally told me to "go $#*! myself".

I was incredibly calm, and explained that I've been trying to book a place for the past days (Note that I've had to explain the issue like 8 times now), and that support keeps on "closing my tickets".

Being support aggressive, he told me:

"We will not meet in the middle, because you keep thinking that you are right"

I asked him: "What exactly do you mean by this? "

He said: "Are you going to believe me or are you keep on being stubborn and only believe yourself"

I paused, and forced myself to stay calm, and told him:

"You are Airbnb support, of course I am going to believe you, but I can see my support tickets in front of me and can see that every single one has been closed by Airbnb"

He then replied: "Well in this case: why don't you go $#*! yourself" and hung up.

WHAT ON EARTH IS THIS COMPANY? HOW IS SUCH A SUPPORT AGENT ABLE TO WORK ON THIS?