Airbnb Reviews 

The run their business like no other can do it. Slow response, poor service, people are not vet properly. As a host you risk to find in your home someone nasty or worst. As a guest traveller you are equally safe nor guaranteed and some hosts are nasty and some cancel your booking last minute like they do in Spain, expecially.

My review got removed from Airbnb (did not comply with their review policy), and I am just appalled and shocked by the way we were treated. Checked in at 8 pm with my friend and a 6-month-old baby in Sinaia, Romania. The crib requested wasn't set up, and there wasn't a baby sheet/matress. After a few attempts to assemble it, contacted the host. After he failed to assemble the crib (it was actually broken), he became rude and arrogant and stated that it isn't his responsibility to provide crib setup and that we should bring these items ourselves. He also blamed us for breaking it! An argument followed where he told us to vacate at 9:30 pm. It was too late to go anywhere at this hour, but in the morning we moved to a new apartment.
We did call Airbnb support the night of the accident and in the morning, followed by a few messages in chat. The customer support number was in India and not free, resulting in a $75 international call bill. Airbnb took the host's side and billed us for 3 nights despite the fact that we vacated the property after a 1-night stay. They also tried to charge us "Damaging fees." It was a depressing experience without any compassion or support from Airbnb

Description of complaint:

I am filing this complaint because I believe Airbnb failed to fairly apply its published Reviews Policy and failed to adequately explain its decision. I had a four-day stay booked at an Airbnb property in mid-July. When I arrived, the air conditioning in the unit was not working. I attempted to resolve the issue through messages and a video call with the host and her husband. During that call, the issue was not resolved, and I was told there was nothing they could do that evening because it was after 10:00 PM. Throughout the interaction, I found the host and her husband to be rude, confrontational, and dismissive. As a result, I no longer felt safe or comfortable remaining at the property. I checked out after approximately two hours, found alternate lodging, and contacted Airbnb Support. The host continued to send me harassing and demeaning messages after I left the property. Following the stay, I left a factual review describing the maintenance issue and my experience. In response, the host posted a review publicly accusing me of being "a liar" and "a racist." These are serious personal accusations about my character rather than descriptions of my conduct during the stay. The host also admitted in her review of me that the AC did not work when she turned it on. I appealed the review twice and requested that Airbnb identify the specific provision of its Reviews Policy that permits a host to make these types of accusations in a public review. Airbnb repeatedly responded only that the review "does not violate the Reviews Policy" and directed me to the entire policy without identifying the specific provision supporting its decision or explaining its reasoning. Customers deserve transparent explanations when a company declines to enforce its own published policies, particularly when serious accusations affecting a customer's reputation are involved. I am requesting that Airbnb immediately remove the review from my account,

Desired settlement:
I am requesting that Airbnb immediately remove the review from my account as it violates policy, that they hold the host accountable for their unprofessional conduct, and that they issue a formal apology to me.

I cannot recommend Airbnb based on my experience.

The host required payment in cash outside of the Airbnb platform rather than processing it through Airbnb’s secure payment system. The payment was not delayed because I refused to pay or ignored an obligation. I made multiple good-faith attempts to arrange the off-platform payment method the host requested, but I was traveling and then had my belongings stolen, including my phone and cash. Those circumstances made it impossible to complete the cash payment immediately.

It is important to be clear that this situation was created by the host’s decision to request payment outside of Airbnb. Had the payment been handled properly through the platform, there would have been a secure record, established payment process, and access to Airbnb’s protections. Instead, I was placed in the unreasonable position of trying to arrange a cash payment while abroad and dealing with a theft.

When I could not complete the payment immediately, the host began contacting me persistently through WhatsApp from multiple phone numbers. The messages became increasingly aggressive and intimidating. Most disturbing, the host referenced having access to my personal information, including my home address, while pressuring me for payment. A guest’s private information should never be used as leverage, regardless of any dispute. Airbnb said hosts aren't provided with that info but the host was very clear that they new my address which felt very thretening.

Airbnb’s handling of the situation was deeply inadequate. I reported the off-platform payment request, repeated unwanted contact, and the host’s references to my home address. Despite the obvious safety and privacy concerns, Airbnb failed to intervene meaningfully or protect me from further harassment. I was effectively left to manage an escalating situation alone even though the host’s decision to bypass Airbnb’s payment system was at the center of the problem.

Airbnb promotes itself as a trusted platform with safety protections, but those protections felt meaningless when I actually needed them. Future guests should be extremely cautious, and understand that Airbnb may not provide meaningful support even when a host’s behavior raises serious safety concerns.

I had reservation (746 Old Hickory Road) for 6 days that were paid for, and the host canceled the reservation while me and my 7-year-old daughters was there, he sat outside constant calling my personal phone and sending threating messages, the neighbor across the street at 741 Old Hickory Road constantly recorded my daughters and I. A false call was made to the police which made the officers mad and called it racially motivated. I have read some other reviews where he did the same thing and scammed the guest. The amenity of the pool isn't true in fact it's very dirty full of algae and infection and not useful but is listed as if someone can swim in it. The house was clean but can use some pest control treatment for the crawling bugs and termites.

As a host, you need to properly vet the guests. Don't ever accept guests with negative or no positive reviews because Airbnb support is completely useless when with dealing troublesome guests. I have a troublesome guest and Airbnb has not provided any sort of reply for over 5 days since the problem happened. They have some call center in India where you'll get transferred around or they will simply ignore you. The platform also stupidly does not let you interview guests beforehand via a call or in person.

Thier service is really getting worst every day

My previous tenant turned my flat into Airbnb without my knowledge. I now have issues with council, management and everyone. I have to evict my property, but tried to get some help from Airbnb. They refuse to speak to me as the owner of the property and simply say they don't care.
This company is a big problem to every landlord.

Don't spend your money with these racist pieces of s***!!! The company has proven over and over again that they cannot stand black people!!! They think we look alike and that we are all related! I can show proof!!!

Awful just awful, they destroyed our holiday and when you complain they block you from their platform. Worst company and worst customer service when things go wrong.

I wish, I could have given 0 star if option was there, I booked the accommodation and they asked to verify ID, which was done, Now since two days they are following up on my case and no progress update. They have cancelled my booking once....I have approached them so many time, same response experts are looking your case

The 2 Star reflects the Host of Airbnb only identified as Amy (Host), Glen Falls, Home Town Hevan. I'm very disappointed that Airbnb has such rude and tasteless host such as Amy of Glen Falls, I made reservations for July 17, 2026 not knowing that the reservations was made for the following year as I pulled up to the resident of Amy I messaged her informing her that I was checking in well she informed me that my reservations wasn't until next year and had my party enter the Airbnb our correspondence was through the Airbnb chat, which she stated that Jared her Co-Host was trying to contact me via phone but not through the app like all the other Host I communicated with online. It was a human mistake on the reservations but Amy demeanor was rude and insulting, I traveled a far distance to visit family to be insulted by a representative of Airbnb unacceptable.

I’m not sure where to start. The house was full of mice and cockroaches, I was asked if I would like them to lay sticky traps down I declined due to having young children. Against my request they came into the home without asking invading our privacy and placed rat poison and the sticky traps) where my toddler could have easily gotten a hole of them. We spoke with Airbnb costumer service and they completely ignored my privacy complaint and issued a 30% refund. The costumer service reps were all from India and couldn’t understand me on the phone. I will never recommend this company to anyone!

As a property manager I hate working with this company. They don’t mind refunding our guests thousands of dollars but when guest make thousands of dollars worth of damage we have to take the guest to court. Even with a signed rental agreement. Even with photos. If you’re wanting to rent your home out I suggest you don’t use this platform it will cost you thousands. In fact I’d say they will let guests damage your home, and you’ll come out of pocket. We should all just stop using Airbnb and go direct with property management company’s.

I tried to cancel one night and they canceled both nights and only reimburse me for one night. I was packed and ready to go for the second night and now I’m left with no trip and I’m out $105.
I wondered why I booked with them once a long time ago and never did again. I hope I remember this next time do not look with Airbnb.

Re: Central Top Floor Appartment DT/Old Port - MTL

After the host asked us, on the day of check in, to pretend we were his friends rather than Airbnb guests due to a building dispute over renting units out, we relayed our concern over the discomfort of this request and subsequently and politely asked if we can arrange a refund as we didn’t want to be party to this.

The host insinuated it might be possible but that we have to cancel our booking first in order for them to see if they can refund you (not true) but we had no choice as we didn’t want to stay there any more and were time pressured before check in.

After it became clear the host had no intention of refunding us, Airbnb support was useless in our complaint and completely sided with the host, failing to acknowledge all the evidence of him asking us to lie during our stay. Do better.

The apartment I rented looked nothing like the photos online. The pictures made it appear spacious and well-kept, but upon arrival, I found it cramped and in need of maintenance. The shower also had low water pressure, making it quite frustrating. I reached out to the host, but they were slow to respond. While the location was good, the discrepancies in the listing really dampened my experience. I expected a better stay, considering the price. Rental standards should really be stricter.

I was really disappointed with my recent stay. The listing mentioned several amenities that were either incomplete or just plain missing. For instance, I booked the place specifically because it advertised a full kitchen, but when I arrived, there were barely any utensils—not even a frying pan! The host was slow to respond to my messages, which added to the frustration. It took nearly half a day just to get basic info about Wi-Fi access. The location was decent, and the space itself was clean, but I expected much more based on the listing description. Plus, I noticed a few maintenance issues that had clearly been overlooked. The bathroom faucet dripped constantly, which was really annoying. I wanted to love this place, but the experience was far from what I had hoped for. A little more attention to detail and better communication from the host would have made a big difference. Unfortunately, I can't recommend this one unless things change drastically.

This experience has significantly changed my confidence in Airbnb.
Our family traveled from Canada for a combined business and family vacation. Within approximately 30 minutes of checking in, we realized the property was not suitable for our family and immediately contacted both the host and Airbnb before spending the night.
My disappointment is not simply with the outcome—it is with how Airbnb handled the case.
At approximately 1:50 a.m., Airbnb emailed us advising that our partial refund was time-sensitive and could decrease if we delayed cancelling. Around 4:00 a.m., Airbnb called my husband to advise that a new escalation supervisor would be taking over because the previous supervisor’s shift had ended. We were told someone would contact us shortly.
No one did.
I waited until 5:00 a.m., then called Airbnb again around 5:30 a.m. Throughout the morning, I continued calling after repeatedly being told someone would call me back within 15 minutes. No one ever did. I did not receive a meaningful response until nearly 24 hours later.
By then, I felt forced to cancel before receiving answers to my questions because Airbnb had already warned me that the refund available under the cancellation policy could decrease the longer I waited. I was effectively left choosing between waiting for Airbnb’s promised review or protecting what little refund remained.
Whether or not Airbnb ultimately agreed with my request, guests deserve timely communication, clear answers, and a meaningful review before being placed in that position. That simply did not happen here.