AirbnbReviews 2,101

I am disgusted and appalled how customer service doesn't do anything to resolve issues instead they give you around 2 hours to submit some paperwork and quickly try to shut down your case. I got ill from a house I stayed in and left immediately and the greedy owner of course refused to give back my money. Customer service was no use just a bunch of generic replies. The worst part is you can't leave an honest negative review because it won't be posted. Collusion and deceitful.

RUN AWAY. Airbnb will not protect you if anything goes wrong, and sometimes it goes horribly wrong. In fact, they not only don't protect you but after they decide you aren't worth honoring their protection policies for, they won't even speak to you. Lest you think this is just my opinion, I'd encourage you to do some further research. A quick online search will review hundreds or maybe thousands of guests and hosts who have been screwed over by this company that pretends it's about community. The high risk is not worth the bit of money you save as a guest or the huge potential losses as a host.

Airbnb discourages you from looking at properties ahead of time. As a first time traveler with a pet I didn't know what quesetions to ask so after paying for a full month I ended up only staying one night because the logistics for getting my pup out to potty were not manageable. The host made sure I got my rental costs back, but Airbnb kept $200 in fees which were calculated based on the original month long stay. In otherwords they got 4 times as much as the host for absolutely nothing.

I would seriously recommend no one doing business with Airbnb!
Make sure you read ALL of their policies, especially when it comes to cancellations! I just had a group that was supposed to stay at our cabin during one of our busiest Holiday weekends of the year and they cancelled a few hours before they were supposed to arrive. They blamed this on the cancelled flight of a couple of their guests. The rest could still make it! They classify this as an "extenuating circumstance" and you are therefore left high and dry with absolutely NO disbursement of your deposit or any way to recoup any of the rental amount at all! So they basically can make up ANY type of lame excuse to get out of a booking up until the last minute, which is pretty sad. No other Hotel, Bed and Breakfast or any other online vacation rental site we use has this policy! The renter would have to typically forgo at least half of the rental amount if it's cancelled less than 30 days prior to arrival. DO NOT USE THIS COMPANY!

Six guests stayed at airbnb managed property in Maui (Paradise Properties) between December 20-27. We were charged $1273 per couple for a week (more than $3500. 00 total) for a unit that does not accommodate 6 adults - only 4. We had to move furniture so we could all be together in the common area, eat in shifts, stack bags and belongings in the common room since there was no shelf, drawer closet or cupboard provided for extra two people. Light bulbs were burned out, refrigerator shelves broken, the mattress on sofa bed was horrible even when placed on the floor. Mainly there were no accommodations for two people at all which inconvenienced all of us. We sent pictures, explained the situation in detail, and asked for a partial refund (for 2 people) -the host refunded our "service charge" of $200 and blamed us for not calling her about a burned out light bulb. We went through the "resolution" process with airbnb rep who also did not respond directly to actual concerns and blamed us for not calling. She said she could not 'force' the host to refund money. This is not a resolution process. The accommodations were woefully misrepresented and customer service is appalling. We will never use airbnb again and the six of us have told our traveling friends. Airbnb must change their way of settling disputes by actually reading the complaint and attempting to find a reasonable solution. Airbnb must use the leverage of refunding money to customers if they want their properties to represent their accommodations accurately. Airbnb attempts to resolve the process is insulting - No one should be treated with such distain, especially customers.

What started out as a great New Years Eve weekend with my wife ended up being screwed... Everything that was planned got messed up. I booked a Condo using AIRBNB.com a week ago and everything was confirmed by HOST ( FROM THE VACATION DEPOT). I am pleased to be able to accommodate your trip to the Ridge On Sedona, AZ Resort, studio unit!
This invoice covers everything except the following:
1.) Resort fees, plus tax (approx. $10.00 per night)
2.) Meals, incidentals, theme parks tickets, pay per
Use amenities, rides, attractions etc.
My Best,
Robin from The Vacation Depot

And they took out the money out of our account. We drove 4 1/2 hours to get to Sedona, AZ Saturday morning... only to have an email that AIRBNB.com cancelled our reservation 2 HOURS BEFORE CHECK IN... said something about the host ( The VACATION DEPOT was out of town...) Being a holiday weekend, everything is booked now and the only rooms available are $350-400 a night and they already took our money. This was the first and last time I will use The Vacation Depot... I had to drive another 4 1/2 hours home... I saved up the money to take my wife on a nice trip and ended up being the day from HELL. Oh yeah we will get our money back in 5 to 15 days... Doesn't help us get us a hotel... In cancellation email was another more expensive listing from same host..., another splat in the face. Calling hotels and the all all booked. No computer to spend hours trying to find a guaranteed room. I'm a diabetic and my insulin is getting warm now which makes it no good because I didn't expect to be turned away hours before. Really... I'm about to climb on a helicopter tour that I booked when I thought I had a reservation... Find me another Condo to stay at the same price range... don't send me more chances of a cancelled reservation at rate of $300-$400 a night. Seeing my Wife's face of disappointment hurt me and just made me more angry... we planned this trip for a while. And instead of going with a hotel (a sure thing when rooms were available) I went through you guys..

Been doing AirBnB since its inception as a guest. Transitions from conventional hotels to B&Bs a while ago, but now mostly AirBnB satisfies my needs when I stay out of town. Four Years ago my wife and I started hosting. She became ranked as a Super Host and we really enjoyed meeting and interacting with our guests and also the added household income that more than paid for our monthly mortgage payments.

Never really had a bad incident HOSTING and only was disappointed on 2 occasions as a guest (where the room was less than we expected [once it was dirty and once it was way too small]) For anyone wanting a nice stay outside the big-box corporate hotels... this may be for you. For those with extra private space in their homes who want to be Innkeepers for a day... consider hosting.

As a Host, it is a bit difficult contacting CustomerServices by email or phone. In an emergency it becomes quite a chore trying to get ahold of someone to help out in a pinch. They should do better with CS and host access to corporate.

We booked a family trip to Mexico and used Airbnb for two of our family members. With only 23 days before our trip, the host cancelled. Then he re-listed his property under a different name and raised the price by 50.00 per night. Then he took advantage of the high demand over New Years and it was unavailable for us to book. We were left with no accommodation. Airbnb customer service strategy is basically to pass you off from one person to the next with no resolution. After spending thousands of dollars on airfare we learned a few lessons - buyer beware and don't take a risk with this shady business.

Ohhhh Airbnb...

Been using this website almost since it's launch and have found amazing quality for price deals time and time again.

I suggest looking at all the details carefully. Choose good places in nice parts of where yo are travelling trying to always read the reviews and stay in contact with the host.

There will come a time things are a little shady or even ghetto.

Not saying Airbnb is prefect, but comparing to other major vacation / short term rental websites, Airbnb is way better.

We have used Airbnb the longest period of time and get most guests from here. The best of all is with least amount of trouble. And even when there's a problem we could always solve it with help from Airbnb smoothly and professionally. Plus, there has never been any payment issue. As a result, we are very confident using Airbnb to rent our properties. We are not afraid to enable Instant Booking features. We also offer our best prices here thanks to the basically worry-free business relationship with Airbnb.

Why are bookings/guests from Airbnb the best? Our guess is because Airbnb handles everything from the beginning to the end with a proven system. Starting with verifying guests picture matching their ID, so to prevent potential online fraud. Their customer service representatives, at least the ones we talked with so far, speak perfect English, are professional and a pleasure to deal with. Plus, Airbnb provides $1M Host Protection Insurance coverage for owners/hosts, which certainly provides extra peace of mind.

Since 2014 I have hosted three vacation rental properties, two of which were in Costa Rica. Airbnb was one of the rental sites I used. During this time as their status grew, they became more totalitarian. They now cancel reservations on a whim with no thought given to how this affects the hosts. They assume total power over reservations and you cannot predict what they may do.
The CEO, Brian Chesney, assumes godlike power over hosts and guests. His actions have become steadily more outside the boundaries of good business.
My advice is to avoid doing business thru Airbnb. They will turn on you if it suits them. Hopefully a class action lawsuit will arise from their actions.

I am very disappointed with this website and the services the employees offer. For over 3 weeks I have had a problem with my account where the pricing comes up as $90 per month when I charge about $2300 a month. It is very frustrating as I am loosing possible interested clients and getting an overwhelming amount of inquiries. I called many times to get this fixed, was put on hold for over 30 minutes at a time and was hung up on numerous amounts of times. From a big company like that it was simply garbage customer service. When asked to speak to a manager - he was disgustingly rude on the phone and also hung up on me. Now - going on almost a month of pricing not working - they still haven't fixed it or I haven't gotten a call back. Very disappointed with this website. I loved this website prior to this.

I conversed with a host and decided to make a booking. The immediate next day after doing so, the host asked me for $500 more because she had put the wrong prices. But, that she would give me a discount and only request $300 from me instead of $500. This was dishonest behavior given I had conversed with her (during which the price was shown upfront) and I reported this to Airbnb requesting a full refund. However, Airbnb claimed the host did nothing wrong and they are entitled to ask me for more money. Airbnb reassured me no more money is owed, however, but this was not the point. The point was that I did not feel comfortable staying with a host who might unilaterally ask me for more money but Airbnb totally did not empathize. Airbnb sent me in so many loops when I tried to challenge this and I escalated this to a supervisor. The supervisor told me he will respond within 48 hours. Instead of getting me a refund, he got the host to send me a message reassuring me that I won't be charged extra after all but the damage has already been done. Just 2 hours after the supervisor sent me this update asking me if I am ok with this resolution, he sent a follow up saying that he will now close the case since he has not heard from me he assumes I am satisfied - even though he only gave me 2 hours to respond! It just goes to show they have no interest in truly resolving a customer's complaints but just wants to wash his hands of the problem ASAP. I lost faith that Airbnb truly cares about its guests and called immediately to emphasize I still want my refund. It took me 3 calls. During the first two calls he was still in the office and I was assured he would call me back shortly. It was only during the third call that someone told me this supervisor had left the office and I asked to speak to someone else instead. The replacement, when asked why on earth I was only given 2 hours to respond to a message, could only tell me he can't comment on the actions of his colleague. Absolutely terrible service and will never use Airbnb again!

I was a great fan of this service for about two-three years until I faced an ugly situation.
I had a bad experience with the apartment in Tel Aviv in the high season in August. It was so bad that when I provided photos to Airbnb, they returned me back 50% of total cost.
But later I understoond why there are so many good reviews (good scores) for awful apartments. It is just the policy of Airbnb. They do not want to spoil their reputation and image allowing to use the site bad hosts. That's why they do their best to escape negative reviews.
After my experience I have left a true review for the apartment and they cancelled it. The explanation was that the host provided them with some evidence that I was bribing money from him for a good review. I have provided our sms-exchange and wattsapp messages. But they took his side. It was especially strange and disgusting taking into consideration that the guy cheated with apartment description and there were awful conditions and his ad was a fraud. And they themselves obliged him to pay me back 50%.
I will never recommend to use it as you there you are buying pig in a poke.

I've used Airbnb several times without issue. However, last week I had a horrific experience that Airbnb completely failed to resolve. My host canceled a 3-night booking in Mexico City on my day of arrival 2-hours before check-in. Airbnb did not phone to alert me to this significant last minute development, but rather sent an email. In the email, various "alternatives" were proposed - none of which were in remotely the same area of Mexico City, a massive metropolis - that I could book directly, or I could request my money back. #1 - the alternatives were not comparable. #2 - I had guests arriving within 2 hours, and did not have time to research, communicate and re-book (hoping that there would not be another last minute cancellation). #3 - In lieu of availing myself of a non-comparable alternative that would have considered time and effort (and luck - there was very little time to pull all of this together) on my part to reserve, the only option that I was left with was to request a refund. I was forced to book two hotel rooms last minute, incurring a cost $300 greater than my Airbnb booking. Airbnb offered no further assistance or recompense for the stress and extra expense that resulted from using their platform. Subsequently, I received a phone call purportedly to learn more about my point of view regarding what happened. When I said that Airbnb failed in its customer service, and that it did not provide me with assurance, as a paying guest, that I could depend on pre-booked and pre-paid accommodations, I was informed that it wasn't their fault. Problems happen, but Airbnb's management of the situation and subsequent follow-up was pathetic. I will not be booking ever again w/ them, and urge other travelers to be cautious as they also may not know that Airbnb hosts can cancel pre-paid bookings at the last minute, with no excuse and no assurance from Airbnb that you will be relocated to comparable accommodations.

We own two expensive homes that we rent out in vacation areas. This year we added Airbnb as a site to book our home in addition to Homeaway and VRBO. We had numerous rentals booked thru Airbnb as well as the other vendors and maintain 5 star status with excellent reviews. One of our last rentals of the seasons through Airbnb places a renter innonevour homes who did over $1,500 in damages. We contacted Airbnb immediately and contacted the renter as well. We supplied well documented pictures and a written estimate from the contractor with a full assessment of damage and costs to repair. Airbnb told us that our contractor must have a raised seal on his estimate paperwork and it cant be a Word document. We told them a small family owned contractor business does provides estimates on a home computer with simple letterhead. Then they wanted a video of the danage in addition to photos. It was a complete runaround and then they denied us payment. We are disgusted. We were disrespected as property owners by Airbnb and treated like we were trying to get one over on them when the renter is the bad guy. Anyway, a caution to property owners. Airbnb is not easy to deal with regarding property damage claims and we have decided to terminate them. Homeaway just earned our loyalty and rights to do business with us.

We rented a place in Jacksonville, Florida only to find out halfway into the stay that the owner cannot lease out his property under the rules of the home owners association. He has done this to others yet Airbnb continues to keep his account active. Because of this one of our workers had their car towed and was told they had to leave today since this rental was not allowed. This not only cost us a tow bill, taxi, another hotel and lost time at the fair where we have a booth. We want a total refund not partial because of all the inconvenience. We have documentation to the fact that this person was warned more than once that renting his units was not allowed. Now we are having a heck of a time just trying to get our documents to Airbnb. If this is how the company operates we will go back to staying at hotels.