Airbnb Reviews 

Refusing to give me my money back. Trying to force me to make bookings and keeping my money as store credit.
Pls do a favour and go with booking.com. these people are robbers.
Shocking customer service!!!! How on earth can they refuse to give me my money back ?! Financial ombudsman has to have a closer look at fhis company as its smells fishy!!! Scamers!!!

Booked a stay in Rome for myself, husband and 3 children when we arrived at the apartment we found a number of things broken and took photographs before contacting the host in the first matter and then Air BnB directly. The shower was broken, steps to bunk bed were cable tied and moved any time the children tried to use them, the bed itself was a makeshift bed which was not safe enough for the children to use, handles on wardrobes were broken/missing. When we spoke to the host they told us there was nothing they could do about any of the issues as it was a Saturday and the cleaner had failed to report the issues to them. Being in peak of the summer and no way to wash the children was an issue but not being able to safely get them to bed was our main concern.
After getting no where with the host we spoke to Air BnB who agreed that it was not safe for the children and asked us to wait while they contacted the host to try to resolve the issues. We waited for over an hour for them to respond to us, the response was that we had to stay. Again we stressed the danger of the bunk bed situation for the children and stated that we spent a lot of money to stay there and were not willing to risk our children hurt themselves. We asked who would be at fault if the ladders broke and one of the children fell getting in/out bed. The agent then agreed verbally on the phone that it was not ok and that they would work to get the issue resolved and a refund issued, they would call back within the hour. No one called, I recalled them and they still had no answers. We had lost three hours of our one night visit and explained that we were going to be leaving the apartment with the children as we could not stay somewhere they could not sleep safely. They told us they were still trying to resolve the issue and once again they would call back within the hour. We took the children for dinner and walked around Rome at night for almost two hours with no where to stay and no response from Air BnB. I was left with no choice but to book alternative accommodation and once again call customer support back myself.
We were told there were delays in calling us back as it was escalated to a case manager, the manager agreed that they themselves would not stay in the accommodation but they would not be issuing a refund after previously stating they would. I explained that I was not happy with this response as they had previously said a refund would be offered but she did not care.
There was no interest in our care and they would have happily forgotten about us if I hadn't continued to call. I chased this up on return from holiday but was ultimately given the same response each time.
A company happy to leave you stranded as long as they make profit.
Will not be using them again, no customer care given at all!

We've used Airbnb for several years as guests and have always received glowing reviews from hosts commenting on how clean and tidy we have left their properties and how well we have looked after them during our stay. We pride ourselves on being respectful and responsible guests. We were therefore shocked when the host of the latest property we stayed in commented on our group being "unclean" despite the fact everything was left as we found it on arrival and we had left nothing unclean. In fact, we spent hours stripping beds, putting used bed linen and towels into the laundry basket, emptying the dishwasher and putting away all crockery and cutlery, emptying bins, sweeping and generally making sure everything was tidy and clean. Short of not sleeping in the beds, using the bathrooms or cooking, we cannot see how we could have left the property any cleaner or tidier. We raised the inaccurate and dishonest review with Airbnb customer service and pointed out to them it was completely at odds with our other reviews and our behaviour as guests. They failed to provide any evidence from the host as to what had been left unclean and denied our request to have the review taken down. When we challenged them again on this, they came back with a response that they do not require documentation such as photographs for subjective matters such as cleanliness. It really, really annoys us that we have been denigrated by the host without her having to show proof of or even give details of what she meant by her comment. Moreover, Airbnb has given us no confirmation that they actually raised the issue with her. Clearly they couldn't be bothered to investigate, so a dishonest host gets away with writing what she likes about her guests. As it is evident that Airbnb does not value responsible guests with a long-standing and fully documented history of taking care of the properties they stay in, we no longer have confidence in them and won't be using them again. We would urge anyone else who has similar experiences to use different platforms too.

Booked a room in Anfield for forthcoming FA cup tie, got a cancellation notice with host blaming air BnB technical glitch by double booking. Air BnB blaming host end. Very poor customer service offering alternatives not meeting requirements and at extra cost.

We have been with Airbnb for the past 5 years and today, we have had enough.
It’s the 4 time this past month that we have had to spend hours on the phone and the chat trying to make the agent understand us.
We closed a listing and sent the guests alteration requests for an upgrade. For 3 of the guests the new location was not ideal so they asked for cancellation, which we granted immediately. 2 of the reservations were cancelled successfully and the third one should have been the same had it not been the agent called Natalia.
Quickly realised her training was cut short at the first session we told her that we request a call back from the supervisor latest by 18:00 and guess what, the agent calls at 17:56.
We asked the agent to call next day and just a little while ago the reservation was cancelled with a £98 penalty.
Bear in mind this was a £300 reservation at the end of the May we have had to cancel due to returning the property.
The agents are unbelievable and their supervisors just dont care.
Must have been easy to waste other peoples earnings.
Moving forward we will be increasing the Airbnb rates 20% and we will inform the guests they can book for cheaper rates on other sites.
Appalled by their behaviour!

I was with Airbnb for 10 years and stayed in some great places. However, the last place I stayed in was unsafe with electrical cables sticking out of the bathroom ceiling, loose fittings and windows that were big enough to climb through from the shared balcony. I raised my concerns with the host and she took no responsibility. I then got compensation from Airbnb who seemed to take the issue seriously. The host then left me a review saying that I’m an awful person. I asked for this to be removed as it’s an opinion with no evidence, which was written in retaliation. Airbnb refused to remove it, despite all of my other reviews rating me as an excellent guest, so I deleted my account. I feel really let down by them!

Won't let me post 0 stars.

Airbnb listed a flat that was infested with bed bugs. We woke at 4am when we noticed and it had spread to our open suitcases. We called the support team who didn't help find a new location but promised to refund me plus 30% compensation if the new hotel costs were higher. I only got my reservation refund and 20% compensation which didn't cover the hotel difference.

When i raised this misinformation which was reported in the Airbnb support chat, I just got a verbal apology.

They handled my case poorly given the listing was unlivable and required an immediate evacuation.

My honest review on the listing didn't appear so customers will never know.

They have lost 2 loyal customers as we will never return to airbnb and will advise our friends and family against it.

One star is too good. When a host lies about you just because they tried to pull a fast one of asking for more money for the accommodation as you’re leaving and you refuse, then you hope Airbnb would have your back and see that it’s retaliation, but no, they side with the host. Also when you know that a host has got hidden cameras in the property due to a passing comment they make but once again Airbnb supports this, then I suggest booking.com instead. Stay clear of Airbnb.

I have been with Airbnb for over 10 years, we have received nothing but positive reviews as guests over the years and never had a serious issues until last month. We stayed in a property in Bournemouth. There were several significant serious safety issues with this place, particular with fire safety in mind. I gave the host a 3 star review, which was generous to be honest. I could see from looking at his profile, that whenever somebody rates him less than 5 stars, he absolutely loves it and comments with a big rant, making up stories about his guests (after leaving them a good review!), of course he did in our case. My review was factual and written in a neutral tone, so I was beyond shocked to see the host managed to get Airbnb to remove my review, I contacted Airbnb and the reply was "it's done already, nothing we can do!. seriously? I have lost all confidence in Airbnb, if they remove negative reviews, you will not get an honest idea about the places you are booking. We will stay well clear from Airbnb now.

I am a host and I have had the worst service from Airbnb. I sent a special offer to a guest but the system wouldn’t allow me to extend out one more day so we booked what we could and I charged her the correct amount. Contacted Airbnb with a simple request to extend the booking by one day free of charge. They contacted my guest with different charges when they extended the date. I could have lost the booking. Eventually they corrected this. I asked for compensation. Got a message to say to give them time to review the case comments then in the middle of the night I get a message to say I haven’t responded 😡 I arrange a call with them. He sends me a link for compensation 😡 from the guest when I asked for compensation from them. Eventually I am handed to a senior who reluctantly offers me £15 on top of my payout as compensation but then retracts and asks if she can give me an Airbnb coupon instead 😡 I have now secured a £15 payout for this mess. Total incompetence

Unable to leave a review after 2 weeks - a ludicrously short time. We had a very bad experience with a hot tub that burned our skin among other poor quality issues at a very non-five-star cottage claiming to be something special, and are now unable to warn other guests. It makes you wonder how many other bad experiences never get captured - is it on purpose? Expect an FU with a smile attitude from customer service.

The booking process wasn’t easy. When I tried book paying with Apple Pay, it said it couldn’t verify my identity hence booking process wasn’t completed. I tried booking again. It asked too much of my personal information and asked my photo identity which I uploaded and the second time the booking process completed but I was charged twice. As the booking process wasn’t clear on showing the date, I was charged twice for one booking but Airbnb changed my travel dates as two different bookings after I gave review for my second booking thinking it was the day that I stayed. But the review went for the wrong day (following day). At that point only I realised it was two different bookings for two different days. It was a technical mislead as you can only see the payment but not the date in the first place. Now Airbnb was refusing to refund my amount for my unutilised booking because my review went for wrong date. Overall the booking process was horrible and the place that I stayed was not too great as it was very noisy. I would never recommend Airbnb for their unhelpful service

Booked and had to cancel with near 4 months notice
Told partial refund to 4th April but they refused
Making money from people’s lost plans is disgusting
So advise to stay clear

Was unable to contact Airbnb to remove my email from their service. Unable to contact customer support without having to create another account. So I why Should I create another email account just to contact customer services.!!!!!!!

I am writing this review after an exhausting and unresolved experience with Airbnb involving both a materially inaccurate listing and a deeply frustrating customer support process.

The accommodation differed materially from what was advertised. The listing described a private room with shared kitchen access but it did not disclose that the host regularly resides in the property with a free-roaming cat. The cat was constantly present in the kitchen, on countertops, the table, leaving you having to guard your food during meal prep, and I was explicitly told it had previously taken food from guests. A child lock had been installed on the fridge for this reason.

This is material information. “Pets allowed” does not reasonably mean a resident animal actively interfering with food preparation and hygiene. I would not have booked had this been disclosed.

There was also no clarity around host presence. The listing did not state that the host had regular on-site access. In practice, they were present daily, feeding the cat, doing laundry and speaking loudly in shared spaces. With extremely thin walls, all activity carried directly into the bedroom. This significantly affected privacy and comfort and should have been disclosed upfront.

The second half of this experience was Airbnb’s handling of the issue. Despite reporting promptly, providing photos, and explaining the situation clearly, first-line support responses were generic, copy-pasted, and failed to engage with the substance of what I had written. I was repeatedly pushed toward inappropriate options such as “host repair” for issues that were clearly structural and ongoing.

Escalation occurred within 24 hours, but the senior agent relied rigidly on system limitations, offered no apology, and provided no meaningful assistance or resolution and even then there was no clear ownership of the fact that the listing failed to set accurate expectations. The process felt weighted toward protecting the host rather than resolving the guest’s experience. I was left living in the accommodation under these conditions with no clear outcome.

If your issue is simple, Airbnb support may suffice. If it involves listing accuracy, shared-home dynamics, or hygiene, be prepared for a frustrating process where context is lost and resolution not provided.

Tried to book an Airbnb for a trip to a wedding in France this is their reply, they rejected my custom,
“
Thanks for reaching out to us regarding this issue. We’ve given your case and its details careful consideration and determined to uphold our decision to prevent your reservation. You can still book a hotel or private room for this trip.

We’re committed to safe and responsible travel, and trying to reduce the number of unauthorized parties at Airbnb listings is a priority. The details of your reservation at HMW8AMQ3Z3 indicate it could lead to an unauthorized party in the home.”
Absolutely offensive my husband and I a close to 60 and my son and his girlfriend are early 20’s not really party goers age group.
Ed

Airbnb completely failed us when we needed them most. We paid £1,150 for three nights in an apartment where the air conditioning and heating did not work, there was a bad smell coming from the toilet, and the sink had drainage issues. The apartment was not habitable.

We reported everything immediately. We asked for a technician to come in the morning and again in the evening. No one ever came. The host did nothing except make excuses, and Airbnb did nothing except delay and minimise the situation.

My elderly mother was unable to properly use the toilet and had to sleep in a freezing apartment on her birthday. This was supposed to be a special trip. Instead, it became a nightmare.

Airbnb’s so-called “AirCover” is meaningless. After all of this, they offered a £100 refund — which is insulting given the conditions we were forced to stay in. They cared more about protecting their money and the host than about hygiene, health, or basic human comfort.

If this is how Airbnb handles serious accommodation failures, people deserve to know. I would strongly warn anyone booking through Airbnb that if something goes wrong, you are on your own.

I've been hosting on Airbnb for about 14 years, and unfortunately, the issues I've encountered with guests seem endless, some have even been serious. On one occasion, I was physically assaulted.
Airbnb often feels completely unaccountable. In my experience, the platform doesn't truly prioritize the safety or well-being of hosts (or even guests in many cases). Their main focus appears to be maximizing profit above everything else.
They frequently allow guests to make blatant false claims and get away with it, often without proper investigation or consequences for the guest. This lack of fairness and support has gotten noticeably worse over time.
I doubt the current model will last forever. I really hope a more ethical alternative platform emerges soon—one that actually values fairness, accountability, and the people who make the system work (both hosts and guests).

We had paid for an overnight stay at Manchester Chique Central: Spacious Getaway hosted by David 58 Farnborough Rd, Miles Platting, Manchester M40
7NG, UK

Just before checking in, we were asked to verify our booking via our account! Once logged in, we were taken to a paywall that asked for an additional payment that we were told was a ‘Deposit’! We were not given the code to the key safe until this was paid! Visitor beware … this is not mentioned as part of the booking! Can you imagine, being miles away from home, sitting outside your weekend stay, and 10 individuals waiting to get into a house! I think this might be how this host’s ‘operate! We have since read other reviews, and others have also experienced this as well. Had we spotted this beforehand we would have chosen another accommodation!

The accommodation itself was chosen for its size and proximity to Manchester city centre. The accommodation was pleasant but a couple of other ‘issues’ …. No toilet paper throughout (as a basic), and the external bins where completely full too overflowing, and looked unsightly! We had to leave our rubbish inside rather than clearing away properly.

The score represents the very poor start to what would have been a nice weekend away.