Airbnb Reviews 91

The past 3 months I had 2 hosts cancel my trips. I have no trust that if I book a third time I will have a stay that’s guaranteed. Using Airbnb for many years, but not in the future

Customer service is terrible! I was leaving early because of physical health and I have an insurance through Airbnb. I talked to several employees who were all speaking with an Indian accent I could hardly understand and everyone kept giving me different info. From yes you will get money back to no you're not. If it wasn't for my host who was willing to pay some of the money out of own pocket I wouldn't get anything. Really terrible service

Airbnb host cancelled our booking shortly before arrival.
Second time within a year for the same reason with this host. Full refund was provided by Airbnb, but no assistance at all with rebooking. AirCover feels like an empty promise in situations like this.

I have used Airbnb for years, but after my recent experience, I will never trust this platform again — and I strongly warn others to think twice.

I booked an apartment that turned out to be extremely dirty, far below any acceptable standard. I reported it immediately with photos. Instead of resolving the issue, the host entered the apartment twice without any notice, claiming “cleaning assistance” I never requested. This is a clear privacy and safety violation under Airbnb’s own policies.

The next day, the host forced me to leave the property, even though she had personally let me check in early and we had a written agreement in Airbnb chat. Airbnb later tried to twist this into a “house rules violation,” which was completely false and had no evidence to support it.

Because I was forced to leave the same day, I was required to rebook new accommodation on the spot, resulting in double payment for the same night and significantly higher costs overall.

From that point, my experience with Airbnb support became unbelievable:

I spent more than 5 days trying to get assistance.

My case was repeatedly closed, forcing me to retell the entire story every time.

Support agents kept misspelling my name, mixing details, and ignoring everything I wrote.

They ignored most parts of my report, focusing only on one element while completely overlooking the forced eviction, the lack of rebooking assistance, and the safety breach.

Even when they asked me to provide booking documents, the thread was closed immediately afterwards with a copy-paste refusal.

Several agents contradicted each other and provided false statements about policy.

Absolutely no one reviewed the evidence I submitted.

And in the end, they claimed they “could not assist further,” without any explanation.

I was left without support in a foreign country, during a stressful situation, and forced to solve everything on my own while Airbnb kept collecting their service fee — for no service at all.

This is not just poor service — this is systemic failure.
Safety issues were dismissed.
Policy was applied arbitrarily.
Evidence was ignored.
Case handling was negligent.
Financial damage was left entirely on the guest.

Airbnb claims to protect guests, but in reality, I was treated with shocking indifference and disrespect. This platform has demonstrated that when things go wrong, you are on your own.

After this experience, I will no longer use Airbnb, and I will be strongly recommending others to stay away from the platform. I am also proceeding with filing a formal complaint with EU consumer authorities, as the handling of my case was neither lawful nor compliant with Airbnb’s published policies.

Airbnb should be held accountable.

Arrived in Marrakech with two babies in 40+°C heat to find a property with no running water and no air conditioning. The situation was unlivable and unsafe. We had to leave the property immediately.

All evidence (photos, videos, receipts) was submitted on day one. I requested a very reasonable refund: a full reimbursement for the original reservation (minus the first night) plus compensation for one emergency night elsewhere.

Now, 12 days later, only partial compensation has been offered. AirCover is nothing but empty marketing – no protection, no empathy, no real help.

Case: HMQHRQYP94
If Airbnb believes this review is unfair, they’re welcome to contact me and make it right. Until then, I have no trust in this platform.

I’ve used Airbnb for years, but this experience completely broke my trust in the platform.

I booked a stay in a property that turned out to be in terrible condition, nowhere near the price in the listing. It had multiple serious issues that significantly affected my stay. I filed a formal complaint with detailed evidence and expected Airbnb to do the right thing.

Instead, they offered me a 30% refund, which was extremely disappointing and in no way reflected the severity of the situation. I felt completely dismissed.

Worse, shortly after that, the host filed a false damage claim — clearly in retaliation for my complaint. I had anticipated this and recorded a full video of the apartment before leaving, showing it in perfect condition. I provided this to Airbnb.

Still, Airbnb didn’t reject the false claim outright. They told me to “decline the request and wait,” as they “review it.” The entire process has been stressful and completely lacking transparency.

What frustrates me most is that Airbnb seems more concerned with appeasing hosts than protecting guests even when the guest has solid proof. Their support system is weak, reactive, and not guest-focused.

I expected fair treatment, stronger protections, and accountability. I got the opposite.

After this experience, I will seriously reconsider using Airbnb in the future and I strongly warn other guests: document everything, because Airbnb won’t protect you unless you fight for it yourself.

I am a host. It's over 2 months that they hold the payments of 3 bookings. The assistance is inefficient, inadequate, frustrating: they ask for a document that I sent them several times, and every time they ask for the same thing as if I didn't send it. I think this service is managed by A.I. But beyond them there is an Artificial Insanity. I say this because don't want to think to a worse reason: holding the money you manage on behalf of someone else in my country is a crime

I had very bad experience with my host, during my long stay, host suddenly has asked much more money to pay or to leave immediately, cause the electrical cost were high. I finished on the street, tricked from the host. AirBnB support has managed to refound me full amount for unstated nights and because refound wasn't available directly on my account, I got coupon for accommodation this night , and a lot of support when it was really needed.
First in this kind of cases men really realize where are those fees that we pay going,
Respect Airbnb

The quality of host screening is very poor.
When a bad person behaves badly they are still allowed to leave feedback and damage another persons reputation

Having booked an apartment with Deluxe Holiday Homes in Dubai, via Airbnb, we arrived to an unsafe, no key to secure the apartment!, filthy, totally ill equipped and unacceptable place to stay!

Having sought immediate contact with Deluxe Holiday Homes, no solution was found. We were forced to find alternative accommodation for our three weeks stay in Dubai.

With help by the intervention of Airbnb, a full refund has been obtained for which, many thanks. Bing Jurriëns

go somewhere else.
They will find every way they can to rob you.

Price changes during booking.Maybe this is because of the dynamic pricing. After you have looked once or a few times the price will go up. People that are diligent and read the profiles carefully are punished this way. Furthermore lots of errors on the site. Customer service hard to contact. Not client friendly. Bad experiences with hosts.

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!

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...

I use them often. Keep in mind - you should always read descriptions carefully

Don't use AirBnB!

The most of the negative reviews over here are regarding problems with a host. But my review has to do with AirBnb themselfs, please don't use AirBnB!

My boyfriend turned 30 years old, I took him for a surprise city trip to New York. I've already made the reservation 4 months in advance, to make sure we had a nice place, in a good neighborhood for a good price (as NYC is very expensive). 3 days before our departure I wanted to contact to host about the keys etc. For some reason there was no reservation in my AirBnB account, but I did receive a confirmation e-mail and they charged my creditcard as well.

So I contacted the customer care of AirBnB, which was such a bad experience. First of all I had to hunt for their phone number, because it isn't anywhere on their website, you have to call to the US, they don't speak English properly, they put you on hold all the time and don't let me even start about the annoying waiting song.

Unfortunately they had a system failure, and the reservation wasn't made. So I had to book 3 days before our departure a new place to stay, which is almost impossible for the same price in NYC. They we're 'helping' me finding other places, which was an absolute joke.
I ended up booking a 500 euro more expensive hotel in a complete different neighbourhood. AirBnB was very sorry and said they would refund my money asap. After 2 weeks I had to call AirBnB again, because they didn't refund my money. Again I had to explain eveything and I had to prove my payment by sending over a printscreen, they didn't ask for this before. Finally a month later I got my money refunded.

It took me ages to talk to their Manager because I wanted to be compensated for the money I had to spend more on the hotel because of there fault. I ended up with a voucher code now - which is only for one time use, which they didn't tell me when I agreed to this. I just wanted to make a new reservation with this voucher code, so I asked AirBnB to help me because I'm a traveller and I'm never staying in the same place, but they couldn't help me. So they decide how I'm gonna spend my own money.

Conclusion: Don't use AirBnB!

We requested to book for a apartment in Amsterdam city centre. The host replied asking if we knew that was a non-smoking property to which we replied, we had no smokers amongst us...hours later on the host just declined our reservation request without any reasons nor explanation.
The day after we see the property was advertised for € 395 more than the price we had seen the day before!!! No way you can treat customers like this Airbnb! Never again and we will definitely make sure that our friends and family don't become victims to your scamming practices.

Nooit meer. Customer service schuilt achter policies die niet eens vermeld staan op de website. Geen bereidheid om eigen fouten en systeem tekortkomingen te erkennen.

Never again. Customer service hides behind non-existant policies, i.e. that do not appear anywhere on the website. Unwillingness to take responsibility for system shortcomings and internal administrative arrors. After reading other reviews we decided to cut our losses and cancel, before the situation got worse.