Airbnb Reviews 

I have never experienced such a shocking level of incompetence and lack of empathy from a customer service team. I booked a listing in Lisbon that turned out to be a deceptive "ghost profile" run by a predatory coliving company I had previously blacklisted. When I reported the filthy conditions and the identity fraud, Airbnb AirCover stepped in—only to make the nightmare worse.

A support agent explicitly promised in writing to book me a hotel room, cancelled my current reservation, and then left me sitting with my bags packed in a moldy room for 10 hours during my workday because of an internal "system glitch." I was effectively left stranded.

A Senior Case Manager (Ava) finally told me to pay for the hotel out of my own pocket (€426) and gave me a binding written promise that it would be refunded directly to my original payment method (iDEAL) within 3-5 days. She then aggressively harassed me via phone and chat to close the support ticket before I ever saw a dime.

A week later, the money never arrived. I had to open an entirely new ticket and fight through a wall of copy-pasted scripts today just to find out that Ava completely misinformed me. Frontline agent Zia informed me I had to register a host "payout method" to receive a guest reimbursement—something no one bothered to tell me for over a week. Worse, Zia's main priority was reminding me that she had to close my ticket within 48 hours.

Airbnb’s support culture completely prioritizes internal "ticket aging" metrics over guest safety and actual resolution. I am a customer support professional myself, and I am utterly appalled by how poorly this was handled. Total failure of AirCover.

AirBNB is awful to their hosts. I've been a host since the beginning and it's appalling how poor their support is. They side with guests over long standing hosts (super host for ten plus years). I'm hoping VRBO is better. I can't let AirBNB have any of my money, ever again.

I used to think Airbnb were ok but as a host with them for three years now, they are dreadful. They favour the guest at EVERY turn. Despite having clear descriptions of our property, where it is, photos, house rules etc they refused to take down two very unfair and unjust reviews. Basically on both reviews, both sets of guests did not read simple information, my house rules regarding dogs on furniture, or my pre-arrival message with clear instructions for the keybox with its code. Overall score a pathetic four, despite the guest scoring fives for five of the six categories. Air would not listen to my concerns. What is the point of having HOUSE RULES if guests are going to ignore and more importantly Airbnb not prepared to do diddly squat about it.

The other review the guest knocked us for location and I queried this with Airbnb as the guest stayed with us BECAUSE of our location!! They refused to take this three star review down. My score down to 4.83 from a 5. It ha taken me nearly two years just to get anywhere near a 4.95. All because of two crappy review scorings which was actually the GUESTS at fault in the first place!

The latest is the taking away of my Superhost status because I did not meet the criteria for 10 bookings or more over a certain period of time. I complained bitterly to them about this as Superhost means exactly that...I am an excellent host with full scores. Their whole system is flawed, contradictory, unfair and corrupt. The review system is appalling as is their criteria for Superhosts. Cancellation policies are questionable as well.

I have found most of the agents actually quite helpful but I do not rate them as a company whatsoever and seriously thinking now of ditching them. They only take the guests word as gospel for everything and not the way I do business. On a final note, very unhappy that the commission is now 15% plus VAT, we have had to raise prices to cover this yet guests aren't booking because they see the price increase!

Airbnb neighborhood support and the whole policy they have is a scam.
No safety or quiet hours for neighborhoods, no safety for kids, host publishing photos of neighbors property, guests taking pictures of your property and kids with drones.
This is unacceptable.
I have contacted their neighborhood support at least 50 times, I have a neighboring villla that hosts parties every week, nobody can sleep, underage kids are forced to see naked people peeing from the poolside of the house, no possibility of afternoon nap because of the disco that goes on from morning till next morning, people screaming, drugs, prostitutes invited at the property, rubbish trashed in the neighbors land and constant noise.
Since I bought my house in February 2024 , the noise just got worse, the host putted an illegal jacuzzi in my bedroom window, she dumps pool water in a protected natural space and on my cultivated land, there is countless amounts of inflatable trashed in the land, we had a fire in our land started from customers throwing cigarette of the terrace, the swimming pool of the property is illegal and not fenced according to the Spanish law,
My farm animals are overly stressed from the continuous noise, I have economical loss due to the host and guests not respecting the rules.
At 22:00 all the parties start, it is unbearable, no sleep for nobody and total lies from the platform.
They said if a host receives too many complaints for noise they will remove it from the listing and instead I guess they just do not comply with their own policy.
Scam website and scum policy and they should shut this platform down as they only create problems for the local community .
For date of experience we start February 2024 and it still carries on

Seems they only promote good custumor reviews - the bad reviews are hidden away, so you can get a really bad housing with great reviews.

They allowed a host to cancel last minute to extend current guests stay.
They were unable to find us alternative lodging as we needed a place where an elderly person in our party could safely use their walker. No stairs etc.
They instructed us to use booking.com and find our own place. They offered a $35 booking voucher. I pressed more and they did offer a cash compensation, but it didn’t cover the cost of our last minute hotel booking.
After trying multiple times to speak with a human who could help I ended up in a loop of automated responses and had to contact better business bureau.
BBB contacted them and again I ended up in an automated loop.
I was eventually (7 days later) able to speak with someone and we did work out compensation with future booking credits, but it was extremely stressful and heartbreaking that they allowed a host to displace an elderly disabled traveller like that.

Absolutely disgusting company

I booked a 2 night stay at a property. Within 5 minutes I was getting messages asking for a £200 deposit to be sent to a personal bank account. The hosts name and the bank account name were completely different. Called Airbnb to cancel and was basically told I am not getting my money back and to sling my hook

Will never use these cretins again

I wish there was an option for '0' but they by default will get at least a 1 star. Airbnb does not support the hosts. They do everything they can to cater to the guest even when you have clear documentation, evidence, photos etc. Their customer support is probably the worst of any publicly traded company I have worked with. Their pricing, fees and other financial policies including damages are all overwhelmingly supporting the guest vs the host. As I can get more direct bookings we will scale out of airbnb.

I never wanted to use Air bnb but my loss adjuster used it to find me alternative accommodation. It was pet friendly accommodation and overpriced for a shabby cottage but I had little choice with 3 pets. I was there for 10 weeks and the owner made an extortionate demand for superficial damage. Air bnb reduced it by half but now advise me that they are taking over £300 direct from my bank account in less than 2 weeks! How can they have the right to directly access someone's bank account like that?!

1 Star – The worst customer service experience I have ever had.

I booked an Airbnb near Durdle Door for my birthday. My group of five travelled around four hours to get there, only to discover that the property had been double-booked and was already occupied by other guests.

From around 8:00 p.m. we were left outside with nowhere to stay. I contacted Airbnb immediately and called customer support eight times asking to speak to a senior case manager because of the urgency of the situation. Every single time I was promised that someone would call me back. No one ever did. I had to keep calling Airbnb myself.

After waiting for around five hours, at approximately 1:00 a.m., the only “solution” Airbnb offered was a few accommodation listings in Birmingham—around four hours away from the area where we had originally booked. This was completely unreasonable and showed no understanding of the situation.

Because Airbnb failed to find us suitable accommodation, we had no choice but to drive four hours back home in the middle of the night. Our entire trip was ruined, my birthday was ruined, and we were left exhausted after spending hours trying to get help that never came.

Yes, Airbnb refunded the booking and gave me a $50 voucher, but that does not make up for being stranded at night with no accommodation, no meaningful assistance, and repeated promises of callbacks that never happened. What disappointed me the most was that Airbnb closed my case without ever properly resolving it or even speaking to me through a senior case manager.

I chose Airbnb because I believed the company would protect its customers when something went wrong. Unfortunately, this experience proved the opposite. Based on my experience, I cannot recommend Airbnb. If something goes wrong with your booking, don’t expect the support you would hope for.

Do not use this platform for booking. We booked a house and when we arrived the pillows and bed had black mould. We left immediately and asked for a refund with pictures and video. After a week of wasting time no refund was issued as they said the host will provide new pillows. We wrote a review of the property and after a few days the review was removed by AirBnB. I am sure the beds have not been replaced and now some family that sleeps there will bet sick due to black mould

Bitterly frustrated with the lack of care and customer service from AirBnb, whom I had previously perceived as a trustworthy company.
I had opted to pay for my recent reservation via their “pay in 2 method”, firstly with my debit card via Apple Pay.
The day before the second payment was due, I changed the payment method to PayPal and double-checked this was done.
Pay day comes and I see I’ve been charged via Apple Pay on my debit card.
Being quick to raise this with them, I was told there’s nothing that can be done and customer service agents requested I contact the host to cancel the booking, swallow the money I’d lose and rebook!
Over 2 hours worth of phone calls and it seems yet another customer lost.
I will never use this platform again.

Airbnb allowed a host to write a review where they accused my husband's elderly parents of stealing a hand towel and a basket from the villa and also of damaging items. I had already complained to airbnb about the host prior to the review being left because he had been pressuring me on WA to make payments for deposits etc outside of airbnb plus other things and had made us feel very uncomforable. When he left the review (which is libel), I asked airbnb to take it down because it was simply not true and there was no evidence. It is to the best of my knowledge not legal to publicly accuse someone of stealing (committing a crime) The host had messaged me so much on WA accusing my husband's parents that we had to block him because it was upsetting them and ruining their holiday. Airbnb would not take the review down. So I closed my airbnb account (after many years as a loyal customer with excellent reviews from hosts). I will not be using them again.

I have been using Airbnb for years, and I never expected to be treated this way.

My flight to Catania was officially canceled due to a volcanic eruption, an extraordinary natural event completely beyond my control. Because of the cancellation, I was physically unable to reach the accommodation and therefore could not use the first two nights of my reservation.

I contacted both the host and Airbnb support immediately. I spent two days trying to resolve the issue and provided official documentation from Wizz Air confirming the reason for the cancellation. Despite this, I only received generic responses and a complete refusal to issue any refund.

What disappointed me the most was not only the decision itself but also the lack of genuine customer support. I repeatedly asked why Airbnb’s policy regarding major disruptive events did not apply to my case, but nobody was able to provide a clear explanation or even reference the specific policy used to deny my request.

As a result, I lost money for two nights that I was physically unable to use because of a natural disaster. This experience completely ruined the beginning of my vacation.

I expected much more from a global company like Airbnb. Unfortunately, after this experience, I will seriously reconsider using Airbnb in the future.

Billal and Faycal were really nice and accommodating. They could not do enough to make sure our stay was comfortable and pleasant. They took us for a site seeing trip which was not included in our package. I cannot recommend them enough for future customers.

I had an issue with the place that I stayed in Ottawa, due to noisy house and neighborhood. Upon receiving my complaint, Airb&b contacted me directly and resolved the issue by refunding 50% of my paid amount. I am extremely satisfied with their resolution center and the way they handled it. Thanks a lot. Will use and recommend them all the time.

This is the worst customer service I have ever encountered. DO NOT go with Airbnb. They gave me the wrong instructions to cancel my reservation that they admitted to on a call and they still refused to refund me. Absolutely unbelievable. I thought they had a good reputation but the more I read the more I realize their customer service is broken. They have lost a customer for life.

I cancelled a booking and, during the cancellation flow, mistakenly selected “booking credit” instead of a cash refund. I reported the error to Airbnb customer service within 30 minutes — not days later, minutes.

Despite this, Airbnb has refused to reverse the transaction across four separate customer service conversations, citing their Terms and Conditions. I even tried, in good faith, applying the credit to three different new bookings and cancelling them, hoping it would trigger a cash refund — each time, the money just got locked back in as “credit,” never as cash.

€1,232.50 of my money is now permanently stuck on a platform I don’t want to use it on, over a genuine, immediately-reported mistake. No flexibility, no exception, just a repeated copy-paste reference to the terms.

If you make one wrong click during cancellation, be prepared to lose access to your own money — even if you catch it instantly. Don’t put your money into this app.

I will never use Airbnb again. We are a family of four on what was supposed to be a wonderful vacation, and this experience has been incredibly disappointing.

Imagine checking into a hotel, sitting on a chair for the first time as it was intended to be used, having it break, and then being charged to replace it. This happened to us at an Airbnb home, and Airbnb is charging us for it.

Instead of enjoying our vacation, we've had to deal with an unfair claim over something that occurred during normal use. We feel completely let down by how this was handled. We will not be using Airbnb again, and we cannot recommend the platform based on this experience.

Last time EVER using this garbage platform. All the listings are on other websites anyway.

their policies are idiotic, doesnt allow for flexibility on payment methods, like we all have the same banks or the same situations. anyway their TERRIBLE agent by the name of Harsh, just simply cannot understand that i want to remove old payment methods, update a new one and settle amount payable. They outright REFUSE ! this ofc is in violation of a bunch of stuff and legal action will be taken. in all probability, i suspect they thought i was a fraud

AVOID THIS COMPANY !!