Airbnb Reviews 

I am a super host …. Hosted a couple and their friend last week . They stay one night in the evening I was phoned by distressed neighbours to a disturbance at the property one was kicking the door down and verbally abusive …. When I arrived there were 2 police cars and 4 police men . We were not allowed in our property but had to sit across the road and wait . One was arrested due to domestic violence . I asked the other to leave . This was getting on for 10pm …. They left the house a mess with 2 bags of rubbish . Air bb has “investigated “ and said they hadn’t broken their rules or policies and gave them a refund !!! I lost the 3 nights as I could not book at short notice . This is the second time they have been unfair . It’s no use arguing with them because they don’t listen . They are a joke of a company …. It’s no wonder bookings are down this year when you look at the reviews . They just shut the conversation down and said case closed !

I've been a host and a guest for more than a decade and there is a reason why Airbnb stays on top. Curated, reliable, easy to use, and they listen! Many services and caring people managing and working. It helps many folks around the globe and gives opportunity (to host, to stay, to find) where there is seldom.

I ve been using it for many years and was normally satisfied. Until now. They started charging e, BEFORE the host accepts the reservation. Now 2 hosts didn't reply in 24 hrs and reservations were cancelled. Airbnb sent me messages they reimbursed me. 8 days have passed and no reimbursement on my account. I wanted to use this money to make a different reservation. Now Airbnb says I have to ask my bank to investigate. Very strange. The main problem is, they take the money before the host accepts. If I knew there d be such a problem, I'd go directly to Booking which doesn't take your money in advance

Airbnb staff like to give the impression they are helpful and willing to do everything possible for their customers, while never actually doing anything.

Host cancelled accomodation one day before travel to Boston for the world cup.
Phoned airb&b a few times until the case was escalated to a senior manager.
Prayas the senior manager was excellent ! He helped me to book another accomodation and a voucher for the difference was issue, which it was almost double of the original price. The apartment was perfect , very clean and good location. Thank you Prayas.

Due a refund have received it for 41 days so far just passed around the company is horrific will not be using the app ever again once I've got my money

Booked a rental, host hadn't updated their availability so said it was unavailable after booking. They didn't cancel it so I had to go through Airbnb's AWFUL complaints procedure to get a refund.

After all that, even though it WASN'T MY FAULT, the refund takes up to 3 WEEKS!

Disgusting. AVOID LIKE THE PLAGUE.

I have been a loyal customer of airbnb for many years, and I have booked many great vacations with some of the wonderful hosts that they have.

I will never book through airbnb again & it is unfortunate to all of the wonderful hosts that they have listing their properties on this site.

I booked a place for a work trip in July 2026. Immediately after booking, I realized that the very last day I would be there, the place was not available, and I contacted the host and told her I would probably need to cancel and she understood. I read over the cancelation policy with Airbnb and it said that I would qualify for a rebooking credit on their site so that I could rebook another place for the exact same dates as this original one.

On the cancellation link, it gave me the option to take the payment as a rebooking credit, which I did. I canceled this booking seven days before the date Iwas supposed to check in.

After I canceled, I went to rebook another site in the same location up for the correct dates & I could not find my rebooking credit. I contacted Airbnb's customer support, and they ran me around for over 4 hours about this & told me that since I canceled before twenty four hours within check in, I was not eligible for a rebooking credit and that they had refunded the money to Google Pay which wasn't even how I paid. They also said that the refund would take up to fifteen days, which would mean I would get the money back AFTER the dates of my trip.

I asked them where they sent the refund and the first representative told me that it was refunded to my original form of payment. When I told them that I had selected the rebooking credit, they said that that wasn't an option and I wasn't eligible for it because I did not wait until within twenty four hours of my check in to cancel. How does that make sense???

I then asked them where they refunded the money to, and they kept saying that it was refunded to my original form of payment. Then, they told me that they refunded it to google pay, which was not even how I paid to begin with. So they essentially lost my money and could not tell me where it was or when I would get it, and that even though when I canceled I chose the option of a rebooking credit, I wasn't eligible for it. And that wasn't even an option to begin with EVEN THOUGH IT WAS THE OPTION I SELECTED, WHICH WAS ONE OF THE AVAILABLE OPTIONS WHEN I CANCELED.

I would not take their answer and I escalated this to a customer service manager named Jay who was also confused and could not even find how I made my original payment or where the money went. He then told me that it was refunded to my original form of payment, and when I asked him what that was, he could not figure it out. I spent over 2 hours on the phone. With this guy who kept putting me on hold and then coming back and being confused again about what had happened. And not being able to tell me where my money had went and continuously told me that I was not eligible for a rebooking credit despite it being the option that was available to me when I canceled my booking.

I feel really bad for all of the wonderful hosts and homeowners with airbnb, who put their property with this site.And do everything they can to make sure that their guests have an enjoyable visit. Whoever runs airbnb gouges, both the guests and the hosts, and they do not care at all about the people who use their service. I am out over one thousand dollars, and I have a trip coming up next week.An airbnb has no idea where the money is and cannot or will not give me back my payment.

I feel like I feel very strongly that this was fraudulent on their part that it was false advertisement and a gross misappropriation of policy.

Villa Elviria, Paseo de Bolivia,17 Marbella 5 bedroom 5 bed 4 bathroom not as advertised :

Our stay fell far below what was advertised and expected for a property of this price.

Immediately upon arriving, we were without running water for over 4 hours, leaving us unable to shower, wash, flush toilets normally or use the property as intended.

We were also locked out of the additional basement accommodation (which included my bedroom) for over five hours because previous guests had taken the only set of keys. The contact who eventually attended had to hand over his own set of keys, which should never have been necessary.

We also lost Wi-Fi for most of a day. Despite being asked to carry out basic troubleshooting that we had already tried, the connection was only restored after the host contacted the provider to have the service reinstated.

The hot tub was half empty and dirty on arrival. Rather than ensuring it was ready for guests, we were told to fill it up and clean it ourselves before we could use it. We decided not to risk it.

Maintenance throughout the property was poor. The main kitchen freezer door would not close because it required defrosting. One curtain poll which kept falling down. One large window blind which would not shut.

The basement bedroom smelt strongly of damp, had peeling paint on two walls, visible mould and dirty water staining on the side of the fabric bed, along with a large brown stain. There was no wardrobe, only 4 wall hooks and 4 hangers, despite a previous review mentioning this issue and the host replying that it would be addressed. The basement kitchenette also had no fridge. The basement shower was not fully functional, with several body jet nozzles missing their covers and only one operating correctly.

The outside areas also presented problems. Broken tiles in the swimming pool caused cuts to my feet, one of which bled for around 20 minutes before stopping. There were only six sunbeds despite the property being advertised for up to ten guests. The main shade structure was broken, leaning and unsafe, while the smaller parasols had no bases or means of securing them, making them effectively useless. Several exterior lights were also not working.

The most alarming incident occurred when the entrance gate malfunctioned at around 10p.30pm, leaving us locked out of the property. We eventually had to borrow a neighbour’s ladder to climb over an approximately 8 foot wall and then make our way down into the grounds where there was a steep drop nearby. This was an entirely avoidable and unacceptable safety risk.

When we contacted the host after being locked out, the response received hours later was simply “If you are sober, come in.” We were not intoxicated. I had to carefully climb the wall to regain access to the property because there was no other way in. We found this response dismissive given the seriousness of the situation.

Overall, communication from the host was disappointing. Instructions were often vague, explanations for problems were inconsistent, including being told to remove the plastic ‘this toilet has been disinfected’ tape stretched across the toilet bowl in order to switch the water on! and responses during urgent situations were delayed.

For a stay costing over £2k for 4 nights we expected a property that was safe, well maintained and ready for guests. Instead, we encountered repeated failures of basic amenities, poor maintenance, safety hazards and inadequate support. Based on my experience I cannot recommend this property.

Although Airbnb awarded us a partial refund, it did not reflect the extent of the issues we experienced during our stay.

It automatically translates my messages to hosts to english. Very annoying

They cancelled my booking & did nothing about it - leaving me in agony.

Would give less if I could – AI bot is completely useless of course, but human support is also kind of there. Needed simple support with invoicing – gave me incorrect information which led to a repeat need to cancel reservation and correct route to book for business is still nowhere to be found online or on customer service.

I have used Airbnb for many years, but this was one of the most disappointing experiences I have ever had.

The apartment I booked did not match the listing. Several advertised amenities were missing, including air conditioning, which became a serious issue during the heatwave. There was no wardrobe, no clothes hangers, the lift was out of order, the shower drained poorly and flooded the bathroom floor, and the apartment was in a poor state of repair with obvious maintenance issues.

I provided photographs and videos to support every point I raised.

What disappointed me even more was Airbnb’s response. Support did not dispute the evidence or claim that the apartment matched the listing. Instead, my request was rejected solely because I reported the issues after Airbnb’s 72-hour AirCover deadline. I was travelling alone and, once I had checked in, it was not realistic to interrupt my trip, find alternative accommodation and move all of my belongings at short notice.

I understand that companies need policies, but customer protection should also take into account real-life situations. A guest should not lose all protection simply because they completed their stay before submitting a complaint, especially when there is clear evidence that the property did not match the listing.

Unfortunately, this experience has significantly reduced my confidence in Airbnb. I hope the company reviews its policies so that future guests receive fairer support when accommodation is not as advertised.

We have been using Airbnb for a decade now! We have been all over the world and have seen all sorts of places. In the beginning we had incredible experiences but over the years the quality has significantly diminished. We are at the point that we may not use it anymore. Back in the day going with a "Superhost" meant you could trust you were getting a clean, accurately described, excellently hosted space. You might have a less than ideal location, minimally decorated, or smaller spaces for the more affordable Superhosts, yet you always knew the Superhost's and their spaces were the best in cleanliness, accuracy and hospitality. The few times we did take a chance, we were always disappointed with lack of accuracy, rude or poor communication and cleanliness. Now EVEN with a Superhost badge you are not guaranteed a space better than a Motel 6. You may have a kitchen, but there could be pee on the floor in the bathroom, toenails in the couch and a raging freeway near by, with a host who said there was an extra couch bed but didn't even provide blankets for it and says it's your problem you didn't clarify, because they are a SUPERHOST. Even though Airbnb will refund you in the next 24 hours if you send pics of your problems before then, you still must go through the process, WHILE on vacation of haggling with your host first and then going back and forth with Airbnb customer support until something is figured out and you're not paying full price for a space that resembles a larger seedy motel. Might as well stay in the seedy motel and save hundreds of dollars you can use towards cool activities and good food. I want Airbnb to be the place it was back in the day. Honest, hardworking individuals who took pride in their spaces, their city and their hosting. Places where you could connect with locals who loved what they did and wanted you to have the best time you could even if you were camped out in their basement, their CLEAN, well-lit, with-a-working-toilet basement. I believe in you Airbnb, it's time to raise your standards again and not your prices.

Brilliant experience, thanks to my host Rafael who has taken care of us, he took us from the airport and accommodated us in his lovely home.
Experiencing Brazil from a house rather than a hotel was the best decision we have taken.

I had an extremely disappointing experience with Airbnb’s handling of an unauthorised PayPal charge.
A payment was taken from my PayPal account for an Airbnb booking that was not made through my Airbnb account. I had no access to the booking, no reservation information, and received no service at all. I contacted Airbnb immediately, but they failed to properly resolve the issue and left me waiting for weeks.

When Airbnb finally responded, they claimed the charge was likely made by someone close to me, such as a friend or family member, without providing any actual evidence. They refused to refund the payment, even though I was the payer, did not authorise the transaction, and could not access or use the booking.

Airbnb’s response felt dismissive and unfair. Instead of investigating properly or providing clear proof that I authorised the charge, they shifted the blame onto me and kept the money.

Based on this experience, I would strongly warn others to be very careful when using PayPal or saving payment details with Airbnb. If something goes wrong, their support may not protect you or resolve the issue properly.

As an Airbnb host, I am extremely disappointed with the lack of support and protection provided to hosts when serious safety issues arise.
When guests tampered with and disabled my exterior security cameras, I immediately reported the incident and requested assistance. Rather than taking swift action to protect my property, Airbnb delayed the process, leaving me to manage an active safety concern on my own. It was incredibly frustrating to be unable to reach someone with the authority to resolve the issue promptly.
Airbnb frequently promotes its commitment to host protection, but my experience did not reflect those promises. Hosts should be able to rely on timely support when guests violate house rules, interfere with security equipment, or create legitimate safety concerns.
I hope Airbnb invests more in protecting responsible hosts. Without stronger host support and faster intervention in serious situations, many experienced hosts may begin looking to other platforms.

Protect the Vandal, Punish the Host.
If you enjoy cleaning up a stranger's projectile vomit after a weekend bender, you’ll love hosting on Airbnb!
A guest turned my bathroom into a biohazard zone, so I asked him to cover the deep-cleaning bill. Naturally, he retaliated with a fictional review claiming my place doesn't have smoke alarms or a fire extinguisher.
The best part? I have a pre-check-in walkthrough video that literally shows the safety equipment right there. I handed this 100% airtight proof to Airbnb on a silver platter. Airbnb’s response? A collective shrug. Apparently, their "extortion and defamatory review policy" is just a collection of nice words they threw together for fun.
If you are a host thinking you’re protected by Airbnb: you aren’t. You’re just a cleanup crew for their next party. I'm taking my property elsewhere.
DO’NT HOST WITH AIRBNB!

Very disappointing experience with Airbnb. The company does not properly investigate guests’ claims before allowing damaging reviews to stay online. Hosts work hard to provide excellent service, but when a guest makes false accusations without any evidence, Airbnb offers little to no support. Instead of treating both sides fairly, they seem to automatically side with guests. This policy is unfair and can seriously harm a host’s reputation and business. Airbnb needs to do a much better job of protecting honest hosts and ensuring that reviews are based on verified facts.