Airbnb Reviews 

After more than 10 years as an Airbnb customer, I have finally decided to close my account. The way Airbnb handled my case was one of the most disappointing customer service experiences I have ever had.

While travelling in Colombia, I was the victim of a serious robbery. My phones, wallet and personal belongings were stolen, and I immediately reported the incident. Instead of receiving meaningful support, I spent weeks being transferred between different departments, repeating the same story over and over again. Nobody seemed willing to take ownership of my case or provide a proper solution.

To make matters worse, a host left a review containing allegations that I disputed. Despite providing evidence and explaining the circumstances, Airbnb refused to remove the review. The entire process felt unfair and one-sided.

Customer service was extremely frustrating. Communication was often difficult because of language barriers, and despite Airbnb presenting support as UK-based, I struggled to understand several representatives. Instead of solving problems, they simply passed me from one person to another.

The final straw came when I called to ask for my account to be permanently deleted. Rather than helping me, the call was disconnected. I found this incredibly rude, disrespectful and completely unprofessional.

After more than a decade of loyalty, I expected much better. Instead, I felt ignored, disrespected and treated like just another case number.

I have now decided to leave Airbnb permanently. I will never use Airbnb again and I cannot recommend the platform to anyone. There are other accommodation providers that value their customers and provide far better support when things go wrong.

Never again.
Giuseppe B.

Very disappointing customer support

My experience with Airbnb customer support has been extremely disappointing. I reported serious issues with the property I rented and provided detailed documentation, but instead of addressing the safety and listing concerns, Airbnb repeatedly asked for more information while failing to take meaningful action.

What disappointed me the most was that my honest, professional review of the property was removed, even though it contained no offensive language or false statements. It simply described my experience and highlighted that the listing did not accurately represent the property. Removing factual reviews undermines trust and prevents future guests from making informed decisions.

Throughout this process, I had to communicate with multiple support agents, constantly repeating the same information, with little consistency or accountability. Rather than feeling supported as a paying guest, I felt that the host's interests were prioritized over customer protection.

This experience has significantly reduced my confidence in Airbnb's review system and customer support. I expected transparency, fairness, and a genuine commitment to guest safety, but unfortunately, that was not my experience.

Our host cancelled the booking two days before we were due to arrive, after we'd already paid for the whole week. Airbnb rebooked us into a much worse place further from the centre and it took over a week to get part of the difference refunded. Stressful start to a holiday that should've been simple.

I have been using Airbnb for about 6 years. I've never had any issues and the apartments I've rented (both UK and abroad) have been good. Good facilities, good prices. No nasty surprises.

Accommodation dirty, damp, wallpaper peeling off walls, very steep, staircase with no hand rail, parking space absolutely tiny to the point of uselessness, ridiculously overpriced yet supposedly good excellent rating. Do the people who put up the ratings actually stay in these places. Do not use.

Host is demanding information and a contract outside the platform. Support 'ambassador' says they have good ratings and can do what they want. Asked support to guide me to the place in the listing that discloses what the host is demanding. (Their own help center says it is required to be disclosed!) No response. Literally said to me there was nothing more they were going to say. Cannot find a way to escalate or file complaint on their site. Travel is within a week. I have no options, and no support. Terrible experience!

Worst company out there. Should be investigated for fraud as they protect the corrupt hosts..

After 10 years of using Airbnb platform on a regular basis for my staff we have never had to contact Airbnb.
Some places of course were not reflective of photos, expectations because or descriptions etc HOWEVER the last stay was beyond horrendous and Airbnb did NOTHING to help rectify the situation.
We will no longer be using the platform and will be extremely vocal with the lack of support.

My experience with my airbnb through airbnb.com was not good!! When I wrote my review explaining my dissatisfaction and the horrible attempt the host tried to correct the issue airbnb.com removed my post saying the review applied PRESSURE and COERCION which was not true. I will never use this site again.

The apartment looked much better in the photos. In reality, it was pretty dusty and the bed was uncomfortable. The host took hours to reply when we needed the door code.

As many other people have said, Airbnb is not trustworthy. They removed my fair review at the hosts request and were impossible to work with. I cannot trust the reviews after this experience. Vrbo is the way to go!

I have been using Airbnb for years, both as a guest and as a Superhost, and this was the first time I felt completely abandoned by the platform.

During a recent stay in Sardinia, the host informed me of an additional €100 charge only after the reservation had already been confirmed. Although I disagreed with the charge, I paid it through the Airbnb platform and completed my stay.

After the trip, I left an honest review describing my experience, including the unexpected fee, poor communication, missing amenities and issues during check-out.

The host requested that the review be removed. Airbnb then informed me that my review had been removed because I had supposedly used the review process as leverage regarding the additional charge.

The problem is simple: this never happened.

I provided Airbnb with screenshots and a complete video recording of the WhatsApp conversation with the host. The evidence clearly showed that I never responded to the host’s WhatsApp message and therefore never made any request, threat or negotiation related to a review.

Despite this, Airbnb maintained its decision. When I asked what evidence had been used against me, I was told that the material could not be shared. In other words, Airbnb accepted the host’s version, rejected my evidence, and refused to explain how it reached its conclusion.

This is not just about a review being removed. It is about being accused of conduct that never occurred and having no meaningful opportunity to challenge that accusation.

The most disappointing part is that I am not a new user. I am a long-time customer and a Superhost. If this is how Airbnb handles clear documentary evidence, then the credibility of its review system becomes questionable.

I can accept an unfavorable decision. What I cannot accept is a decision that appears to ignore the evidence presented and offers no transparency regarding the reasoning behind it.

Extremely disappointed with Airbnb’s customer protection.

When a host cancelled my reservation at the last minute, I expected Airbnb to stand behind its customer. Instead, I was left to pay a substantially higher amount for alternative accommodation, while Airbnb offered only minimal compensation that did not come close to covering my actual additional expense.

The replacement accommodation was also far less convenient, despite Airbnb knowing that we had travelled specifically to visit our daughter on campus. It felt as though the host’s interests were being protected, while the guest was left to bear the financial and emotional burden of a cancellation that was entirely beyond their control.

A company that claims to protect both hosts and guests should ensure that guests are not financially disadvantaged because of a host’s last-minute cancellation. Unfortunately, that was not my experience.

I expected fairness, accountability, and genuine customer protection. Airbnb failed to deliver on all three.

Today I recieved a response from Airbnb through BBB and was told that they are working on my dispute and will contact me soon, but yesterday Airbnb said yesterday that they declined my dispute and there is nothing else I can do but yet they lie to BBB saying they are working on it to resolve the issue, they just continuously lie, to anyone so they don't look bad. Why lie and say they are still working on the case when they told me yesterday it was denied and close.

They always go to the host side no matter if you are right, and show them the comprobant of whatever happened .
Never again and I will not recommend this company to any one; beside the matter that I lost 4300 Euros, and I’m suing them

This was my first Airbnb stay, and unfortunately it will be my last.

I paid nearly $3,000 for a 3-night stay and expected a fair and transparent experience. After checkout, the host initially claimed I was responsible for stained towels and a detached table support. Airbnb ultimately dropped the towel claim but still held me responsible for the table. I repeatedly denied that I or anyone in my party caused the alleged damage.

Airbnb told me it reviewed additional documentation from the host, but I was never shown that evidence or told what specifically linked my party to the alleged damage. I fully cooperated throughout the process, but I found the claims process lacked transparency and fairness.

Dealing with entitled hosts simply isn't worth it. This experience convinced me that I'll be choosing hotels from now on. They're less expensive, more predictable, and don't come with the stress of post-stay damage disputes.

As a host if your thinking about listing your property, know that they will not support you, even as a superhost for over 6 years there is zero loyalty to your efforts.
They treat the host in a lesser view then the guests. It's a shame because the host doing well are what bring back repeats guests. It would seem simple to realize that but they can't seem to process that insight

The place didn’t match the photos at all, which was a huge letdown. I expected a cozy atmosphere, but it felt more cramped than advertised. The host was slow to respond, too, which added to my frustration. I wished the communication was better and more straightforward.

Poor customer support experience
When I had a serious issue with my booking, I contacted Airbnb support both via chat and by phone. Unfortunately, the support agents were unable (or unwilling) to properly read, understand, or respond to my concerns.
Communication was extremely difficult due to a very low level of English proficiency among the agents I spoke with. In addition, there appeared to be very little motivation to actually resolve the problem.

I've always had good experiences with Airbnb accomodation so when something went wrong, expected the customer service team to provide support. Having booked over a year in advance, the host was not responding to messages just before the booking so I raised my concern with support. They also could not contact the host so the booking got cancelled on the morning that I was due to check in. Support could not find any alternative accomodation so only offered a £55 voucher which I could not use anyway because there was nothing available (big event in the city). I ended up having to book a Holiday Inn Express at an additional cost of £1500. Seriously question whether I'd use Airbnb again.