AirbnbReviews 2,101

Airbnb owes me $580 for a reservation and will not pay me. What's worse is no one will call me back to deal with the complaint. I am constantly told I just have to continue to wait for a certain department to call me. I filed the original complaint on October 7 and it is now October 25. I just got off the another frustrating phone call with a customer service agent who cannot do anything to help me. I have to wait for some supposed complaint department that I do not even believe exists! Shady company!

We had an airbandb booked that was in the incorrect location (much further away than specified). We phoned customer service, sent them a photo of our coordinates and it was fixed within 2 hours. Excellent customer service and very prompt responses.

When searching Airbnb for a Pet Friendly, Whole House place to stay in Nashville TN, do not select 1109 Pennock Avenue/Jared as the owner. I made this mistake- a week before my trip, I wanted to confirm it was ok to bring my dog. Suddenly my dog was too big, couldn't bark, etc. so the refund process begins. The host tells me if he requests the refund it'll "ding his account" so he asks me to submit the cancellation and promised I'd get the full refund minus the 10% cancellation. Two days ago Jared stated he sent the additional $400 on top of the $550 already refunded... he promised and outright lied about sending it. After my one and only Airbnb experience, I highly recommend you do not go this route. When I select pet friendly and whole house, I expect only homes with this criteria will show and this was not the case so they misrepresent properties. One word: fraud.

I purchased several thousands of dollars worth of gift cards on Amazon. Every time I try to book something with airbnb I get an error code 500, if you look online this is a issue that they have with a lot of accounts. It's not the same issue with the gift cards not getting applied to the account. I was able to apply them to my account and I now have over $1,900 worth of credit in my account that I can't use. I actually needed to stay in another city for a medical treatment for cancer, I made them aware of my situation and nothing. All they can tell me is that they are working on it and this has been the only response for over 6 weeks now. I have had to pay for a hotel instead and have been asking for a refund of my gift cards and they finally agreed to last week which as not happened, they have currently stopped responding to my emails. I have contacted Amazon and they can do nothing about it. It looks like I will have to take airbnb to court and hope that I get my money back. I have attached photos of what happens when I try to book. Please don't lose your money buying these gift cards.

We booked a 3bed unit in London for a week (host "Caroline") After a few days, Caroline informs us via the airbnb email system that she is cancelling the reservation because the unit was booked by another web site. Really disappointing, but I guess that happens.

So we start over and find another 3bed unit we like (host "Lola"). Lola has some great reviews. Again, I pre-pay the entire reservation on my Visa and it seems like we are all set. Then we receive another message from airbnb that (1) our payment method is not valid, (2) our new reservation is cancelled and (3) our airbnb account is immediately CLOSED. WHAT!? Our payment method was certainly valid and in fact airbnb had now charged us for two reservations. I called our credit card (Citibank) and they said that no refunds have been processed.

Now, I've booked a hotel and I'm fighting with airbnb to get my money back. They say they have processed the refunds, but Citibank says they have not. What an amazing scam (err, I mean service).

We have 3 properties listed with Airbnb, all has been going well until we got nightmare guests. They brought along 2 large dogs and an extra child without telling us. The dogs caused damage to our property and left a huge mess as they were allowed inside. We contacted Airbnb who really said it was our fault for letting them in and not telling them of the house rules even though the rules were clearly stated on our listing. Airbnb do not care about their hosts. Terrible website too, always full of glitches.

We reserved a house in Falmouth, Maine and when we showed up it was not clean and was NOT as it was represented in the photos. We have contacted the host and Airbnb and they have not been helpful. We unfortunately did not take photos. Small claims court is next.
Usually Mainers are pleasant and reasonable people. Please do not rent this property!
And do not patronize Airbnb. The host has hired some people to write bogus reviews on their site. It is obvious since there were only 2 reviews (very unhelpful) when we reserved the property.

I recently booked 2 nights for a Manahatten area condo. I was thrilled to find such a good price for the area. Turns out it was too good to be true. The "host" contacted me minutes after booking to request an additional $500 deposit and wouldn't leave me alone about it. This was not listed in the additional costs section and was not included in the amount that I had already been charged. I cancelled because I didn't feel comfortable. Now I can't get my "service fee" back and there is no customer service phone, email, etc. They just took my money and ran. DO NOT USE THEM unless you feel like taking a huge risk. If you have issues, there won't be anyone to help you. I'm sure there are a few good hosts out there that are actually legit, but how do you know who is who? Very disappointed.

While the reservation process was seamless, the follow experience with the web site was horrible. We left an item at the apartment where we stayed and asked the host to send it to us and that we would gladly reimburse him. Well, when I got the request for payment I followed the directions, only to be told 'money could not be accepted.' I tried this several times, getting the same message, so I waited a day thinking the web site was malfunctioning. The following day I tried to make payment only to be told that I had to respond to the 'original' claim. I finally called the Airbnb customer service (had to do a Google search for their phone number since it wasn't anywhere on their web page) and explained my frustration. Customer service was excellent and sent me a link, which finally allowed me to make payment. I may try Airbnb again, and if I experience the same issues I will delete their app and never use them again.

We stayed at a place in Arlington Va posted by Julia on airbnb. We wrote a bad review of the place siting roaches, overall dated and dirty, no smoke alarm etc. I put some positive things in the review too. I was called a couple days after writing the review saying I had violated Airbnb policies... and my review was rejected. I didn't understand how I was doing "social commentary" but Ok, Ill just redo it, taking away the contested parts and post. Airbnb made it impossible for me to put an honest review online. Apparently a case manager is the only one who can change my account settings to allow the new review online. I called them constantly without being able to connect with the case manager assigned to us. I was sent an email from case manager that was not set up to respond to.! Finally after I made repeated calls to get this online I was called by the case manager and told there was nothing she could do! Saying 48 hours from the time of review! This was new information! Of course time was up! Also this all happened within the 14 day timeframe submitting reviews. Last communication with airbnb was on 12th day. I wasn't allowed to say" I HOPE YOU refinish your tub and have a deep cleaning done your place really needs it." We left Julia a note at her place with our concerns about her place... I was not allowed to (admittedly sarcastically) thank Julia for taking our note to heart, adding couches and generally spiffing up the place since our stay. Or to mention we had asked Julia for a percentage of a refund and got No reply.
Bottom line we were disgusted with AIRBNB policies that put up so many bull$#*! obstacles to keep this review off their site.

I used to book from Airbnb many times and also used to me a host too. Last years the company starting to be really terrible forgetting the values and the innocense of the start. A lot of hosts are now managers trying to make more money. The most worrying in my last bad experience was the behavior of the site. I booked an apartment and 2 days after check out the manager send me some zoomed pics claimed 26 euro more for damage sheets!. I reject it ofcourse asking the site proof i made the damage. After somedays airbnb charge me the ammount without answering any simple question i made (why he refer it 48 hours after check out, if they take into account my profile and his etc). The manager got many apartments so... airbnb decides... MONEY. BE awared of their official answer..."As the request was made before a new guest booked into the listing you are responsible for the damages that occurred during your stay. If there was damage present before you booked the listing this would be evident to you when you were in the listing and if this was the case the onus is on you to inform the host that there is damage in the listing that you did not cause. Thank you for taking the time to share your concerns with our team, but please know that we've issued our final decision and will uphold it accordingly." THIS IS AIRBNB! AVOIDDDDDDDD if u wantnt to be stealed by thiefs,

I had an account made in my name, with my information. It was someone I know harassing me that made the account. I shut the account down, they made another. I contacted airbnb this time and waited for a month for them to respond. They wouldn't help me at all, wouldn't even make it so that my information couldn't be used, or so that they contact me directly if another account is made in my name. They told me it was me that made the account (when I know for a fact that it was not me). They are not a secure site, they don't care about security and they don't care about customer service. I had a security complaint and it took a month for them to reply! It's ridiculous.

I am a host. I tried advertising on airbnb but was still in the start up( only 1 day)and did not have my calendars synced yet. I was assured I had final say on ALL bookings before they were confirmed, so didn't see it as too much of a problem. That turned out not to be true. I received a confirmed booking from airbnb called an express booking for a time that was not available. When I called airbnb for help with turning these express bookings off, I was told this could not be done and I had no control if the guest wanted to go ahead and express book my condo. When I asked the agent how to cancel my listing, as I was now on my way to thinking of the scheduling nightmare, I was told he was advised not to talk with me anymore, till I had entered my financial details on my listing to accept payment... of a booking I was not in a position to accept!
I had to now contact this guest, who had already paid airbnb, and break the news that she really did not have a reservation! Once this was done, airbnb immediately put a review on my listing saying the host had cancelled a reservation 9 days before the guest checked in, not that it was not even an hour after the host even know about this reservation!
I have serious concerns about the companies professionalism and business practises, and found there were quite a few lies. If their agents are lying to overcome the companies policies, then I have a hard time trusting this company with my business.

Airbnb was a gem of an idea, unfortunately - some greedy people have used it to scam or to try and make an obscene amount of money to be a host.
Therefor, I advise anyone who thinks to try Airbnb - look carefully at the reviews of others who have used the b and b that you are thinking to try - I have used Airbnb about 4 times now, with varying success. One host made his dirty and untidy flat appear to be a haven, but then another host went all out and supplied breakfast, dvd's, maps and extra blankets! So I had a rate of 50% success (2 out of 4) good experiences.
There are some truly amazing homes, but they ask huge amounts of money and it is obviously a business for them - not just a hobby or way to make a bit of income from their spare room and meet travelers. I'd rather just go to a hotel than pay over the odds for a room - no matter how pretty the decor is - bc then if I have any problems with the service I can easily speak to the management about it - if its Airbnb - there is no recourse or re-reimbursement. So - check the reviews carefully!

First it took two day to book a placed because my camera couldn't take a clear enough picture. They said it could be done another way, but wouldn't tell me how. Called them, not helpful at all. Then the cherry on top, they charged me three times. After many, many phone calls the outcome, they'll get it back to me whenever. Now I have a maxed out card and automatic charges that come out month being denied. Do they care nope. Does the bnb stand for Beavis n Butthead?

I have been a host on Airbnb for 2 years and have had multiple comically bad experiences with their pricing and bookings system. I had to turn off instant book after a short trial because it was a huge money loser that pissed off guests that were in the process of inquiring about the same dates. I recently tried the 'smart pricing' feature which is really 'dumb pricing' as it cut my prices to half of what my place has historically booked up for. I am leaving a bad review publicly as I could not find a feedback area on their website to give the same feedback directly to them so the review must go to the world on a 3rd party website. Extremely displeased with the Airbnb programming. Has always been poor - great concept, extremely poor execution.