AirbnbReviews 2,101

City: Rancho Santa Margarita, CA

First of all, it is quite apparent that Airbnb does not have as much protection for it's guests compared with it's hosts who are it's source of income! Therefore, it cannot be a fair organization. My host was allowed to cancel my reservation on me after I had spent a lot time and money to select that property back in January. This was a shocking revelation to me that hosts can do such a thing even after payments are taken from my credit card. In my case, it was not even an emergency. It was just that another guest had offered my host a longer reservation (6 months) which conflicted with my booking. The host canceled my booking and took the other guests. Does this seem to be morally acceptable to you?

Secondly, Airbnb customer support was not there for 3 days when it was needed most to help me out! The person assigned to my case (Alex G.) was out of the office for 3 days and no one in the office would take care of her cases. Apparently, this is not Airbnb policy to reassign customer cases! While I was looking for another property to switch to, my repeated emails to Alex remained unanswered. When I called customer support line, I was told that I have to wait for Alex to return, and yet they would not tell me when she would come back to the office. How frustrating is that?

Thirdly, Airbnb does not really care about customer support. Why, you may ask? Well, here are a couple of good reasons:
1) There is no phone number to be found anywhere in Airbnb web page to contact customer support. I had to find it thru Google! If there is one in Airbnb web site, you have managed to hide it real well!
2) There is no obvious link in Airbnb web page to leave any feedback. I had to ask your customer support to get this hidden link. Don't you want to know what your customers think of your services? Why isn't there a clear feedback link right in your main page for people to provide feedback and rate your customer support? Note: This is not for the property. The feedback is for Airbnb itself.

I wonder if this feedback is going to bit bucket or if a real person is going to even read it. I am going to remain optimistic for a couple of days to see if anything results from this feedback.

Farid

We run a Bed and Breakfast in Blind Bay B. C. Canada. We refuse to list with Air B&B for many reasons. We can't talk to the potential client until they're standing at our door. Air B&B charges us a percentage of each booking while charging the guest a minimum $30.00 fee just for letting the guest find our B&B on their site. It's outright robbery. I've heard of people having to pay Air B&B hundreds of dollars over the cost of the accommodations. I'm the business owner and it's my responsibility to pay for advertising. NOT MY GUESTS! We list our B&B on BBCanada.com and it costs our guests nothing to book with us other than the simple cost of the room. We continually get emails from Air B&B all the time to list with them and I would never do it. Personally I think anyone who lists or books with Air B&B are fools. They're just throwing their money away and can never speak directly to me with their questions. Besides that I've had guests tell us horror stories about fraudulent places that list with Air B&B and the guest never sees their money again. For anyone looking to travel across Canada, I highly recommend you check out BBCanada website. It can't hurt can it? I don't think you'll ever go back to Air B&B. I can't say enough bad things about them

I have reserved a week at Clearater Florida in 4 months in advance through Airbnb for a very hefty price. A week later I received a disturbing email from Airbnb followed by a partial refund indicating that my reservation is cancelled by request of the guest! It was just a shocking news that how in the world that could happen. I lost 50% of my reservation cost. Since, I have already reserved the flight and car rental I had no choice rather than reserve another place but, this time through VRBO. Make the story short, I lost more than $3k on this reservation and the host NEVER received a penny from that fee! You figure out, who made the profit!

I rented an apartment on Airbnb's website. From the photos and reviews I was impressed.

When I turned up to the apartment the host was in a rush and said that he didn't have time to show me around but said to call if any problems. He gave me the key and left.

When I went to use the kitchen I couldn't find a kettle. I then tried to use the hot plate which was very cheap/flimsy, when I pressed the on/off switch it simply came up with an error message and wouldn't come on.

I had to eat out that evening and is a problem for me because of my illness.

I reported this to Airbnb. Then the host sent a money request after I had checked out asking for full payment of £50 as he accused me of breaking the hot plate. I told him that I had tried to call him but he simply ignored any communication other than stressing for the money. He submitted a photo of the hot plate which showed no damage. Airbnb said that was enough evidence so ordered me to pay the host the money. Airbnb never even answered my complaint about the condition of the apartment.

Think twice before booking through Airbnb because it seems that they'll side with the host no matter what and you could be faced with a huge bill for something you never done. Be very careful. Overall very poor customer service and the system seems to be automated.

I have since closed my account and wont be using them ever again! AVOID!

Missy

My family stayed at an Airbnb rental that had a KNOWN NATURAL GAS LEAK! The six of us are fortunate to have survived. AND, Airbnb wouldn't even talk to me about the issue. If anyone asks us, we would highly recommend NOT patronizing this company. Your next of kin may regret your decision if you do. Action that resolves an issue to the CUSTOMER'S satisfaction is the only path for a company that cares about the safety of their customers.

That's right. I had a tenant of mine run an AirBnB in Los Angeles from her apartment. Gave her warning to stop, but she insisted on continuing. NO HELP at all from the company to stop her ILLEGAL business in the apartment. We had to subpoena her AirBnB records for court. After a substantial battle, we finally got the Sheriff to perform a lock out (conclusion of an eviction). She ended up signing a stipulation owing lots of back rent, since we could not collect during the eviction process. She may have saved some rent money, but now has an eviction that stays on 10 years (court record) and a collection on her credit report. Good luck getting a loan or renting again with that.

AirBnB HAS NO RIGHT to profit from an asset THAT I OWN. Period. They are not my partner in business. As a matter of fact they are A HOL#ES.

He company has a very low standard for their hosts. They pretty much allow all sorts of scammers to "rent out" their "house." We had a major issue with an apartment, and Airbnb's customer service desk is simply not available to help. To begin with, you can't find their number on the website. The company purposely hide ways to contact them on the airbnb website. Once you find their number, (google search), typical wait time is about 30 mins. If you want to rent from Airbnb... do it at your own risk. Our host scammed us out of 160 dollars and Airbnb, after admitting the scam, refused to help.
Edit

Thieves! Never trust the listing and pictures. What you get is never what you see. I arrived with my family on boxing day at the place we booked for our dream vacation and we could not believe what we've paid for. We paid premier, 4 months before our vacation. The holiday we had high hopes, immidiatley turned into hell for us. After going through a painful negociation with host and airbnb they agreed to partial refund on difficult terms if we leave immediately. I spent the whole christmas day and through the night listening to my kids crying from cold and exhaustion in the cold dungeon we booked as a luxury apartment while I was on the phone with them. Now after 20 days, airbnb refused to refund me, even the host has not received any payment from them! Thay are just sitting on the money and not replying their emails and phone calls. The staff were dishonest and careless for what you are going through. They are on minimum wage and doesn't give a damn about your situation.

I HAVE CONTACTED TODAY AIR-BNB AGAIN TO RESOLVE MY ISSUE, I RANG *******1111 SHE WAS SO RUDE AS I TOLD HER TO MAKE THE PAYMENT FROM THE SYSTEM BECAUSE I HAD WAIT ENOUGH, SHE SAID I CAN BE HAPPY THAT SHE EVEN TRY TO HELP ME WITH CONTACTING THE COSTUMER. I SAID WHAT? I CAN BE HAPPY? STUPID $#*! THIS COMPANY DOES NOT TAKE ANY RESPONSIBILTY FOR THE MISSED PAYMENTS AND CAN NOT CONTROL PAYMENTS IF COSTUMER DONT WANT TO PAY YOU, THAN YOU WONT GET PAID. RUBBISH COMPANY...

I had a major issue with my bed and had to cancel the stay. Airbnb and the host Caroline denied me any reimbursement. What's worse is that they wouldn't let me review my stay either, knowing that I wouldn't rate it highly.

Ouu Family stayed at Shelleys Beach House at 5Woonum Rd Alexandra Headlands on the Sunshine Coast QLD Australia. There was 10 of us in this wonderful place. We had 6 Adults 1 child (Family from the UK) plus 2 Adults (my husband & myself) 2 Adults (our sons from Brisbane) We also had a visit from our Daughter from Melbourne & her boyfriend. We were all happy with the amount of Bedrooms, the Kitchen was well appointed with all we needed for cooking. The Lounge Room had enough comfortable seating for everyone. Dining Area & Outdoor Area with Seating & Coffee Table. The Pool was wonderful (with glass security screen) we all spent a fair bit of our time in this area. Shelley also had a large glass vessel filled with Cold Lemon Water for us on our arrival. We loved our area downstairs with the wonderful bedroom & large glass screened shower in our bedroom. We all thoroughly enjoyed our holiday & didnt want to leave. We also had visits from friends there we havent seen for years & they were also happy with the facilities. WELL DONE SHELLEY. You were so welcoming & happy to see that we were all happy. We thoroughly recommend staying in this wonderful relaxing place.