Airbnb Reviews 

I booked an airbnb.es in Spain in the city of Reus. This place dirty and in a rough neighbourhood, the bed was fitly and so i asked airbnb.es to cancel and refund me. They assigned a person to me and she "investigated" and came back to me over and over again that " this is not in bridge of our policy. "

Anybody booking in Spain please read this carefully. Check the location before you book and ask the host to see the place if possible even through a live whatapp chat or something which would then be on record.

Airbnb specially in Spain has a very low standard. I have screenshot of my conversations that i will publish elsewhere on the web as the proof of what i am talking about but take my word for it make sure you know the place and neighbourhood.

Also if a host is not allowing you to cancel and get refund the for the remaining days that is a sign that they are not providing you a good service.

The most important point is that AirBNB as a company does not care what so ever about you as a guest as their money stream comes through hosts and they rather keep it cozy with them.

to understand how bad it could get just google abut airbnb Spain

No nos devolvieron la fianza, unos estafadores

As a host, Airbnb allowed our stunning 9.7 rated apartment to be booked out peak season for one month (when it is fully booked always) then allowed the client to cancel on the day the booking should have started (by stating false issues at the property that we tried to rectify the same day only to find out they didn’t exist-as confirmed by independent contractors)! We now believe the client was actually a nearby apartment owner in competition. However, Airbnb refunded in full and cost us a whole month of lost bookings despite this not being policy. We have subsequently removed our property from their system. Vote with your feet as they say……

Most unhelpful and bias customer service. The host put our health at risk letting us live in a mould infested apartment, then when we left early due to our health concerns the bitter hosts tried taking our money for damage that was already there.

We thought Airbnb would be supportive at the least but they literally took 4 days to answer each question and didn't have a phone number to call.

We booked what it seemed a nice apt in Madrid, Conde-duque Deco-Lux to give more details. When we arrived the reality was quite different , all super uncleaned ( even yellow stains in the bed sheets) furniture broken, floor scratched , tabs in the kitchen and bathroom with black stains, curtains broken…. We of course refused to stay there and open a claim with the host ( whom never responded) and Airbnb. After more than 15 days waiting they called us to say they will not refund us the money. The pictures of the apartment we took will scare a monster , yet they didnt care, saying well .. yes the host has agree some things arent well , some maybe broken .. but it is not that bad!
Dont trust Airbnb please
They will not help you or do anything for you if you have a problem. We felt we have been scam by both the host or Airbnb. We feel horrified thinking other people may get trap like we did and lost their money . Please Do not use them

Airbnb supporting the marxist and terrorist BLM hate group

The worst company to deal with as a host. I have never dealt with such a poorly managed company. They deserve to go under.

I have had an airbnb account for years. they wanted to run an additional authorization. they already had all of my documents and then told me that my reservation would be confirmed in a few hours and then it went on for 6 more hours and the other rep said the same thing. now, i am stranded during the pandemic without a place and they are absolutely the worst in customer service and with their policies. you cannot rely on them as a guest or as a host.

Hi,
I've just wanted to tell you about my first and maybe last experience in Airnbnb.
I rented for 6 days an apartment in Málaga.
Second day I noticed about one cockroach.
I asked the host please to buy a killer insectrol.
He did it but next day he decided with no permission to fumigate.
Possibly he thought it was to the best.
It was the worst thing as I saw more and more.
At 9pm on Friday I told him to leave, as place was inhabitable.
He said he would cancel for me and would give me the refund of the full 3 nights.
He had bad manners when I said he should not rent place in those conditions.
He also cut off any way to communicate with him.
He did not cancel and didn't refund any money.
He didn't offer any alternative accommodation or any solution.
I had to talk later with Airbnb that have me only 2 nights and a voucher with a bit of money.
They said that is because I left Friday night and did not take any photo.
Again small print that almost nobody check.
I put obviously bad review but his answer was a collection of lies against me in a hateful way that surprised me.
Just be careful with Airnbnb and
non professional hosts.
Take photos when you see something that doesn't look right.
Report to the company not the host.

Hola,
Queria indicaros mi primera y quizás ultima experiencia en airnbnb.
Alquilé un apartamento por 6 días en Málaga.
El segundo día vi una cucaracha.
Le pedí al dueño qué por favor comprara un insecticida ya que el anterior se había gastado y a mí me dan mucho asco.
Luego él decidió fumigar sin permiso porque pensaria que era lo mejor.
Fue peor porque salieron al día siguiente muchas más para mi horror.
Le dije que me cancelara las 3 noches restantes porque yo no podia estar en un sitio así y no tenia batería en el móvil para cancelar y me dijo que no se me cobrarian desde esa noche.
Además cuando le dije que no tendria que alquilar en esas condiciones, me dijo que yo no le tenia que decir cómo manejar su negocio.
Se fue tras sacar un cubo lleno de esas cosas y ni me respondió los mensajes ni llamadas cuando vi que no me cancelaba la reserva. Cortó toda comunicación conmigo.

Me devolvieron dos noches y una limosna de 18 Libras ya que se agarran a qué esa noche me fuí muy tarde.
Dicen que tenía qué haber hecho fotos y notificarlo a airnbnb desde que apareció la primera.
Eso poca gente lo sabe y a eso se agarran.
Le puse una mala opinion obviamente, por estado de la vivienda y por comportamiento del anfitrion.
Él ha puesto otra en mi contra con mucho odio diciendo un montón de mentiras sobre mí.
La verdad es que estoy muy desengañada y dudo use de nuevo la compañia, no lo sé.
Ya sabeis, fotos y a denunciar el problema a la compañia Airbnb y no al anfitrion.

AWFUL COMPANY

ENGLISH: Terrible management of the covid-19 situation, terrible customer support. No supervision whatsoever of the veracity of ratings and reviews, especially with the so-called 'superhosts'.

Airbnb.es unilaterally decided that the covid-19 pandemic is not a major cause force to cancel a rent, despite pandemics being on their list for major cause forces. I had to leave my long-stay apartment because of the covid-19 lockdown, and their solution was to pass the decision of wether I should be reimbursed to the hosts (they obviously did not reimburse me, which means Airbnb gets a share of the money too). I was with customer support for more than a week trying to solve this mess. They are unprepared and terribly slow and inefficient. It makes you wonder if this is on purpose to make you let go of the issue out of desperation with them.

The other major issue with Airbnb is I found several reviews/ratings that are obviously FAKE in two superhost profiles. I noticed this by paying attention for 10 minutes to their ratings, which made absolutely no sense. I was very surprised by this as I really believed (as a lot of people do) that it is virtually impossible to cheat on Airbnb ratings and IDs. I don't see the point of Airbnb having a copy of my ID if the one thing they are supposed to use it for is not happening.

SPANISH: Terrible gestión de la situación de la covid-19 y pésima atención al cliente. No se supervisan en absoluto la veracidad de las reviews, especialmente las de los 'superhosts'.

Airbnb.es decidió unilateralmente que la pandemia de covid-19 no es una de las causas de fuerza mayor para cancelar un alquiler, a pesar de que las pandemias están en su lista de causas de fuerza mayor. Tuve que dejar mi apartamento de larga estancia debido al confinamiento por covid-19, y su solución fue pasar la decisión de si debía ser reembolsada a los anfitriones (obviamente no me reembolsaron, lo que significa que Airbnb también ganó dinero con mi cancelación). Estuve con el servicio de atención al cliente durante más de una semana tratando de resolver este desastre. No están preparados y son terriblemente lentos e ineficientes. Llegas a preguntarte si lo hacen a propósito para que pases del tema.

El otro problema importante con Airbnb es que encontré varias reseñas que obviamente son FALSAS en dos perfiles de superhost. Me di cuenta de esto prestando atención durante 10 minutos a las reseñas, que no eran nada coherentes. Me sorprendió mucho esto, ya que realmente creía (como mucha gente) que es prácticamente imposible hacer trampas en las reseñas de Airbnb, mucho menos falsificar perfiles. No entiendo por qué Airbnb te pide una copia de tu DNI o pasaporte si no lo van a usar para asegurar que los perfiles son reales y no hay juego sucio.

I have a very poor experience with with Airbnb. I am currently taking my annual holiday with my family in Salou, Spain. I booked an apartment with Airbnb. When I arrived to collect the keys I was informed that the apartment was not available due to an electrical fault. The host offered me one option to stay in another apartment which they said was an upgrade on the apartment I had booked.

In reality the apartment is smaller and based on September 2019 rates cheaper (August rates are not available for comparison).

More importantly, Airbnb have not updated my contract to reflect the apartment I have been forced to accept and as a result I am liable for the condition of the apartment I should have stayed in with my family.

I have raised my concerns with Airbnb but they have made a decision to not refund the difference in fees and to make no changes to the Contract.

This is despite raising my concerns from the day I arrived and putting my issues in writing 2 days after I arrived on the Monday morning.

I have made a few reservations via Airbnb since 2014 with no problems, however, this year at Easter I was stood up by my host, never got into the flat so had to claim my money back.
It has been 3 months now and it hasn't been resolved. This is very upsetting given how quick they are to take the money when you make a booking vs how slow it is to get it back. I only hope I'll get my money back. I'm seriously considering not to book through them any more

DO NOT USE THIS SITE EVER! Their customer service is worse than any other company I have ever used! It is just as bad whether you are a guest or a host. Use VRBO instead!

Recently had the worst customer experience of my life with Airbnb. A person smoked weed and had a party in our flat until 7am in the morning, he left several damages and our neighbours had to called the police on him. We are now struggling to get compensation for items which was damaged by our guest and we furthermore had to clean our flat for 3 days.

This is just something to be aware of if you are hosting. Airbnb are happy to take your money, but don't expect to get any support if you have a horrible guest experience. I'm so incredibly disappointed in Airbnb!

This Company is so bad. As an owner you have very few information on the guests, no copy of ID, no postal address once somebody want to book your property. Most of time there is no review as guests when they have a bad review register otherwise... they don't follow the identity of the guests ...they can register again and again... even if they are really bad!!!
You don't know who is coming in your property, you don't even have all the names of all the guests... so Airbnb just ask you to say "YES" to your guests without any informations. Once the booking is accepted, most of the time guests are reluctant to give more information , even just a copy of ID or the postal address. Also you don't have any contract signed by the guests, if you have pb with him, it's complicated to call Airbnb. By experience I called them one time when a guest did not come for check out and did not give back my keys... the answer of the call center was "I have to close this phone call because you don't give me the right 4 last digit of your bank account number" which BTW was right... I had my bank statement in front of me with the credit transaction AIRBNB...
Anyway no help at all from Airbnb , when you have a pb, don't count on them... no help at all... and they have the deposit ... so if you need to be reimburse of damages by the deposit ... just nothing, no contract, no deposit, no help from Airbnb. Very bad experience and so bad service from the inexistant "call center".I was obliged to change 2 lockers at my charge... 100$...
I must say also that the most of time Airbnb provides bad people who wants travel discreetly without giving their ID and basic information about them. I had several guests visited by several prostitutes ( you always learn that later...). This never happened before with other websites... Airbnb does not care, they manage the payment and the deposit and you just have to shut your mouth...
If you don't want have pb, or you care your home, believe me avoid them...

RESERVE UN APARTAMENTO Y ME DIERON UN A HABITACION SOLAMENTE! SOMOS TRES PERSONAS Y UN BEBE Y NO PODEMOS USAR UNA HABITACION EN UNA CASA COMPARTIDA.
PAGUE CON TARJETA Y NO ME DEVUELVEN EL DINERO. NO TENEMOS DONDE ALOJARNOS

HE TENIDO QUE CONTACTAR A MI BANCO PARA QUE ME DEVUELVAN EL DINERO DE ESTE TIMO

I booked an apartment for a family of three people and a baby. I was given a room with a double bed, on a flat shared!!

I contacted airbnb and they replied automated messages! I paid in advance and no way they would give me any money back.
I have now contacted my credit card company, I hope I get a refund for this RIP OFF!!!!

I have had a couple of good experiences with AirBnB, but my latest one has been a complete disaster and I am doubtful that I will use them again. The host is deceitful, has told me lies and provides very unsatisfactory accommodation.he owns many properties in Madrid and treats them all like unserviced apartments. The photos do not reveal the many problems. He is not operating a bnb but rather a boarding house for students that doesn't meet health and safety standards, ie: filthy conditions, foam rubber mattresses, weekly only cleaning. I have lodged a complaint with airBnB and have been advised that someone is dealing with it but it has now been 8 days and nothing! Meanwhile, I'm putting up with substandard accommodation that I have paid dearly for. I was even tricked into paying more than my original quote and the host now refuses to give me a refund of the excess I paid, even though this was promised in the beginning. According to the airBnB website hosts need to ensure their places are cleaned daily, but this is not the case. When I complained to the host he told me that if I'm not happy I can go elsewhere, but he has my money for one month's accommodation.
I would advise people to be very wary before making a booking - airBnB care more about getting their money from you than ensuring guest satisfaction.

Review integrity is unique @Airbnb. All pay per booking Airbnb competitors are scam operations or inadequate. Airbnb protects guests well.

This review applies to Airbnb US and HQ. However since many Airbnb Spanish guests use Airbnb when they travel in the US, this applies to them as well. Also Airbnb uses the same platform worldwide.

Review integrity is unique @Airbnb. All pay per booking Airbnb competitors are scam operations or inadequate. Airbnb protects guests well.

Review integrity is unique at Airbnb, not only in its industry but also among all internet companies. This is a huge win for guests as any intelligent person who is risk averse will select a host with many good reviews and be fairly sure that they will get a good experience. This is because on average Airbnb reviews are very accurate. Possibly only Ebay can compare with Airbnb as far as Review integriy. Many other internet companies like Yelp and Tripadvisor cannot compare with Airbnb and pose severe risks to users and guests. From my experience Yelp and Tripadvisor are corrupt and unreliable and their reviews are junk on average and/or do not have the right people and right systems to handle what they try to sell to the public.

Airbnb invests massive resources and very smart and nice people to ensure the integrity and accuracy of reviews. They keep improving although there is still room for improvement. I would like to see Airbnb add star reviews for guests too not just hosts; similarly to what Ebay does where both buyers and sellers are star rated (not just description rated). This would ensure that each Airbnb transaction is smooth for both guests and hosts and that Airbnb would succeed even more.

Airbnb has no competition; all its competitors do not have the resources, ethics, integrity, people and systems that Airbnb has. In fact some of Airbnb competitors, including well recognized names such as Tripadvisor, are essentially scam operations. I am not familiar with VBRO and other non pay per booking operations so I cannot rate them but if VBRO and other were smart they would switch to a pay per booking model so that hosts do not have to pay a huge fee upfront.

In essence many of the recent reviews of angry guests about Airbnb are either fake or the guests did not take the appropriate precautions such as choosing a host with many positive reviews so they get what they ask for.

Another area of improvement for Airbnb would be adding the ability for hosts to include special amenities such as indoor pool vs outdoor pool, private garage etc because many guests do actively look for special amenities but the current Airbnb menu does not allow for that search while many of Airbnb competitors do allow more options in search.

Airbnb has made huge improvements recently. I had an old Truspilot review of Airbnb with 2 stars that you can read below.

OLD REVIEW BELOW
------------------------------
This is a review for Airbnb USA but since many Spanish travelers go to the US it may be helpful.

Airbnb has an excellent platform and customer service is often great. There are many wonderful professionals in customer service at Airbnb. I would have liked to give a 5 star review to Airbnb because they definitely have the potential and resources; however some of their leadership in customer service and possibly overall is very questionable and that can create huge problems for Airbnb guests and Airbnb hosts and for their safety.

I have not been a guest on Airbnb yet but I have been a host for a few months and I have over 30 reviews from guests and my average star rating is 5 star ratings on every category. I have met some great guests on Airbnb but I have also had a couple of horrible experiences where I have received inadequate support from Airbnb or where Airbnb customer service actually made my experience much worst.

I have met a couple of lying, deceitful, or racist guests on Airbnb and Airbnb is unwilling to fix this.

I had a horrible U.S. Airbnb customer service experience with Jessica H and Delilah B, who were rude, deceitful and abusive and their manager who refuses to speak with me.

I have noticed some bias on several occasions from Airbnb representatives. Airbnb seems to favor guests over hosts, now that there is an abundance of hosts on Airbnb, and women over men many times if there are disputes thus making the community unfair.

They are also sometimes very slow in addressing urgent concerns, and do not always follow their own Airbnb rules but bend them according to "case manager" is on duty so it is unfair and biased and there is no accountability mechanism as sometimes they won't allow or discuss complaints or in fact retaliate instead of appreciating the feedback.

I have also been contacted in the past through Craigslist from Airbnb hired people who claimed to be non-associated with Airbnb but were trying to push their service and make hosts sign up on Airbnb.

One Airbnb guest from Malaysia stole from me, lied to me, harassed me damaged my property and made racist remarks about people from India (I am not from India but I do not like racist people). Airbnb did not protect me appropriately and I lost money and a lot of time. In addition, Airbnb penalized my listings in the search results so that my listings are much harder to find for guests who want to book in the area.

Another Airbnb guest, an organization from Oakland, CA, recently contacted me through Airbnb to stay at one of my locations to do their work. They misled me and I had accepted their reservation based on the information they gave me. After receiving booking confirmation, I found out their name and immediately learned through a google search that they are involved in illegal activities on a regular basis. This guest / organization later confirmed this in writing by messaging me on Airbnb.

As my guests' safety is my priority, I do not allow any guests who are involved in illegal activities to interact with me or any of my guests. I informed Airbnb about this group immediately, Jessica H canceled the reservation, without my authorization, and then lied to me and her colleagues. Airbnb never paid me (of course I did not want any money or any relationship with this group), and then blocked my calendar so I could not accept any other reservations for that date, fined me $100 for the cancellation that they made without my authorization, penalized my listings in the search results so that they harder to find for guests who want to book in the area. They also told me that I was "policing".

As a courtesy, I also informed the guest / group immediately, after consulting with Airbnb on how to do it best, that my locations were not available for them for that date or any future date as they wanted to book additional dates with me.

Airbnb penalized me while in fact I was just protecting the Airbnb community and my guests. I hosted a single mom and her two young children the day that this illegal group representative was supposed to stay with me; so they would have stayed in the same location.

Apparently Delilah B. and her manager were supportive of this group's agenda as they also helped them secure a more expensive room with a different host and donated this guest about $50 to book a room with the other Airbnb host (and they collected the fees from the other host as well in addition to mine).

Delilah B.'s manager won't talk to me even after I was assured that a case manager would contact me but she never did and then I was told that no one would contact me.

I regularly pay my fees to Airbnb, introduced many new happy guests to Airbnb and worked hard to make Airbnb look good, regularly provide valuable feedback to Airbnb about their web site and service and how to improve it, so this is unfortunate, biased, unfair and uncalled for. Delilah B.'s conduct and her manager's were unacceptable, unreasonable and rude.