AirbnbReviews 2,101

We booked accommodation that was described as "very clean" and "mold-free". Upon check-in we found a property absolutely filthy, full of mold, dead bugs on the floor, cobwebs, dirt. We immediately notified Airbnb who initially agreed we could leave the property and cancel the booking. However, it has now been 3 months and they are refusing to refund the $16,000 we are owed! They keep making new excuses for why the refund hasn't gone through yet, they are effectively stealing our money! It is a daylight robbery and they are getting away with it! A major lawsuit should be brought against these thieves, so many people have been scammed like this!

Dear Airbnb Customer Service Team,

I am writing to express my sincere gratitude for the exceptional level of customer service support that I recently received from your team. Your assistance and timely resolution of my case made a significant impact on my experience with Airbnb, and I wanted to take a moment to express my appreciation.

From the moment I first contacted your team, I was impressed by the level of professionalism and knowledge that your representatives demonstrated. They were courteous, patient, and attentive, and they went above and beyond to ensure that my concerns were addressed promptly and effectively.

In addition, the Airbnb resolution center provided a straightforward and easy-to-follow process for resolving the issue I encountered during my stay. I was pleased with the fair and reasonable decision-making that took place, and I was impressed with how quickly my issue was resolved.

Overall, my experience with Airbnb's customer service was outstanding, and I cannot thank your team enough for their assistance. Please extend my gratitude to everyone involved in resolving my case. I will undoubtedly continue to use Airbnb for my travel needs and recommend your service to friends and family.

Thank you again for your excellent customer service.

Best regards,

Mubarak Zeeshan

I rented a condo and purchased a protection plan from airbnb that guaranteed my money back if something happened where my family could not come. And Lord behold. My grandmother passed away the week before and all the promises that was sold and made was empty! Out of around $650. I received about $230 of my money back. I will never forget this and NEVER do business with them again! #LiersNthieves

AIR Bnb is awful. I booked a home 2.19.23 with a deposit of $3300 and the remaining balance due 4.9.23. The balance was paid in full (or so I thought). I continued to get these messages that said "card was declined." After a couple of days, I received another message that said my trip has been cancelled. Funny thing was it just so happened to be cancelled the day after the refund was policy was no longer. I began my first dispute with Air bnb and after 30 min on the phone they claimed that the error was on their end something to do with a payment link. They explained to me that I needed to speak with the host and they would as well to inform them that they had made a mistake and that if they would refund me my total amount and "allow" me to rebook (as if I was being punished) then that would be ideal. This tripped was booked / planned in California because my daughter is getting married so not much time for errors when the trip is 5 weeks from now. I spoke to the host (Vacasa) and after 4 phone calls they decided to tell me they would refund me the money once I rebooked only the same house. At that moment I thought that was fair. I began booking the same house, same dates and was willing to pay it in full while I wait for the original refund. After submitting the info and I went to book it went up almost $1000. As another round of calls took place the host (vacasa) and air bnb both were putting the blame to each other and neither are willing help me. Vacasa claims it would be air bnb that can help with the fee's and air bnb was useless because they claim its not them. It is very ironic that you make an error immediately after the refund policy is no longer in effect and then raise your price. An absolute scam and the worst display of customer service. They have no care or concern for anyone situation. They continuously put me off and never once would let me speak to a supervisor.

So many impositions and they have only brought us two bookings in three years! Like google, I don't even think they have a customer service department. Either bots or volunteer hosts answer any inquiries.
Like uber, it blows my mind how a business model based on other people's properties can make these people wealthy beyond recognition.
If you are booking, go directly through the property owners, save money, be respectful and aware of karma.

I have attempted to book 5 different accommodations in the one location. I have been refunded twice and ignored the other 3. It can take up to a month for your funds to be refunded also, so if you're planning on rebooking somewhere promptly and don't have spare funds too bad you just miss out. Their customer support is terrible. I shudder to think that their idea of a great user journey is sending the same automated response over and over again. They're incapable of humanising their customers or any kind of positive user experience.

I Live on a private road that is maintained by the homeowners that live on the road...Air bnb is allowing a person that does not live in the subdivision or on the private road to rent his place to whoever and whenever...I have explained to them that this is a privately maintained road and that extra traffic will affect the upkeep...only to fall on deaf ears...I now have up to 5 vehicles making multiple trips ip and down a road that is suppose to be PRIVATE, and for all I know a serial killer renting a property next to me. But WHO GIVES A $#*!...AIR BNB IS MAKING MONEY! $#*! THEM!

Airbnb is a rip off! I booked a place and was unable to stay and checked out the same day because I had violent ghetto house mates, who bullied me off the property. I contacted the host and Airbnb for a refund and both refuse to reply to me. They took my money and refuse to help me so it's a Lose lose situation all the way around the bored. I will not be using this app ever again in life….

When the property is good AirBnB is great but when something is wrong their customer service is appalling. We had a dreadful host, smoking next to us, house smelled of smoke everywhere, no stairs to the loft bedroom, just a ladder(!), didn't give us breakfast we paid for but AirBnB eventually gave us a small fraction of the price because we didn't leave straight away - we'd have had to leave at 11pm and BEFORE all the problems became clear!

Awful. Nearly as bad as Hotels.com, which is damning criticism indeed.

I had a 2-day stay in an apartment, cleaning services included. After I left, the cleaning crew broke a mirror at its basis, probably hitting it with a vacuum cleaner, as it looks from the picture I received. The host claimed that I broke the mirror, sending the picture as proof. I appealed to AirBnb, but I didn't take pictures of the apartment before leaving, so technically I couldn't prove it wasn't me. It was the word of the host against mine. AirBnb charged me 200€ to compensate the host.

AirBnb refused to explained their decision. I called their support several times. Every time the person I had on the phone said he couldn't understand the decision, they were looking into it and I should get refunded. But nothing happened. There's never any followup. Every time I called back, I had to reexplain everything.

It looks to me that AirBnb cares about their hosts, but really don't care about their guests. I don't feel like using the platform again anytime soon!

Host had no internet (a listed amenity). Host and airbnb took full money. Airbnb did nothing to fix.

I am traveling in Colombia, and am very sensitive to noise.

I always ask hosts about the noise situation before I take a new listing. Often here the hosts will tell me about some noise that may make it difficult for me.

And often they don't. Three times in a row I have been told that the place I will be in is quiet, it turns out it isn't quiet by my standards.

When I spoke to the airbnb support, they suggested I should look at whether I am the problem, not the hosts!

I travel all the time, and for the majority of the time have no problem with noise.

I think it's inappropriate to say to a customer that they are the problem!

I also know that if I request a refund, the way the fees and policies work, I end up with much less than a pro rata refund.

I only use airbnb in situations where there is little choice. I will make more effort now to not use them at all. I would advise you to do the same

There isn't nothing special about thinking you have a vacation planned then show up to be told nope. Not without 5 references. WILL NEVER GAT AIRBNB FOR THIS REASON. GO BACK TO CHINA.

Me and a few of my friends booked through AirBnb for a Condo host by "Komffy" in Hollywood Beach, Florida. After checking the itinerary multiple times before the trip, we booked flights. For reference, we are all from Ohio. Once arriving to the condo, they stated that there was no reservation under our name and that they didn't have any room available. Even though I had checked the day before and everything was fine and I did NOT receive an email, I checked again and it stated that it was cancelled. Obviously we didn't cancel it. I got in contact with the host Komffy who refused to speak to me and said I had to take it up with Airbnb. Airbnb had the worse customer service I have ever experienced. They kept saying they would get back to me and would take hours, even though we were 4 girls stranded with now no where to stay during Spring Break when everything was booked out. Airbnb also stated they would help us find another place to stay for the week, but ended up responding hours later that they couldn't help. After a terrible night, we ended up finding our own place to stay and were only concerned about getting our money back which was almost $1000. I was trying to get into contact with Airbnb almost every day and they wouldn't answer their phone, but instead send texts through the Airbnb app stating, "We will get back to this issue tomorrow", and then never respond the next day. This all happened on the 14th of March, and I finally got a response yesterday on March 30th, that they are not providing a refund and have closed the issue. I cannot believe first of all that they would cancel our reservation without at least notifying us and then secondly not return any of our money for a place we weren't able to stay at. I have never had a problem with Airbnb before, but I also have never had to contact them. It was an awful experience and they let the host get away with keeping $950 from us. Will never be going through Airbnb again and be careful if you use them especially if the host is named Komffy!

I used this service and found the listing for the property excellent and the reviews were nearly five stars. So, I booked. What I found in my experience was something less than five stars, and some improvements were needed like replacing a 13 year old worn out mattress and providing a kitchen with workable not rusty and etched pots and pans. There were other problems. When I contacted Airbnb and the host I was provided about an 80 percent refund. Even after I told them I was settled with the case, my 2 star review was removed by Airbnb because they felt is was retaliatory. I disagree. I provided constructive feedback to the host to improve his property. What I discovered from my experience is that the reviews overstate the property because Airbnb removes negative ones it finds in its words to be retaliatory. I was a new customer with naïve eyes. Beware folks the reviews are slanted strongly towards the positive, and Airbnb and the host are more in pecuniary alignment than with their customers. Beware too how pictures do not tell the full story. You might see a kitchen, but what is exactly in the cupboards.

Because my train was 2 hours late, my host refused to check me in, leaving me stranded at 10pm. Then the next morning they cancelled the entire reservation. Airbnb did not help me find somewhere else to stay, so I had to pay for an expensive hotel. Airbnb offered me $32 and informed me that their policy did not require refunds in these circumstances. This trip was to help my mother during an illness. I wasn't given the opportunity to leave a review on Airbnb so who knows how often this happens without customers knowing about it. It is shocking that Airbnb does not cover unavoidable travel delays, given how common they are. There is no penalty to the host for doing this.

I came to an apartment that was super dirty, smoking smell, and some things are broken.
No toilet paper, no towels, nothing.
The bed was very dirty as well and the host didn't answer.
It took Airbnb lots of time to respond and eventually after several days, they offered us 30% off from the first day which is about 15$. They told us that this is the maximum they are allowed to do.
It is ridiculous that this is what they can do in such a horrible case.

We have two in our Condo development and they are a pain to deal with. Constantly blocking driveways; blocking garbage cans for pickup; parking in front of fire hydrants and blocking snow removal. They come to our neighbor hood and take over. You Airbnb guests need to remember that you are GUESTS in a neighborhood and should respect that. Park in VISITOR parking and don't infuriate the people in their neighborhoods where they OWN their properties.