Airbnb Reviews 

I booked my Airbnb in April For June 25 with host “Chris” from Honolulu HI who also owns 25 other homes, according to his profile. His policy clearly states that I can get a full refund if I cancel over 14 days in advance no matter the amount I’ve paid to book. I paid half of the total amount due in April and on May 25 Found out that Hawaii has extended their 14 day quarantine to visitors until June 30th. That clearly means I cannot travel to Hawaii as I had planned months prior to COVID so I requested to cancel my Airbnb and found out that the host can approve our deny my request even if it falls within their cancellation policy. This was never started anywhere. So I send my request thinking I will be getting a refund because I’m canceling 30 days in advance and 3 days later get a response from Airbnb starting that my host refused my request, he didn’t bother to send a message or anything telling me why he denied it. So I try to call Airbnb for assistance, on hold for 45 minutes and the person disconnects the call. Called again and the same thing happened so I waited a week and tried again, got someone who said I may qualify for their extenuating circumstances policy due to COVID so he starts a ticket and I get an email confirmation in my Airbnb app saying I will get a response in 24 hours, I didn’t get a response for 10 days Where they didn’t address the fact that my host denied my full refund and sent a generic message saying I do not qualify For their COVID policy. I called again 2 days later because I don’t have time to go back by and forth with them everyday, I have a busy life and I work. The 4th and final time I called Airbnb I spoke with “vixen”, at this point I’m calling to see if I can get half of what I paid since it looked like I qualified but after vixen explained, I can only get half refunded if I paid my Airbnb trip in full and I only paid half. That makes sense, it’s dumb but it was in their policy. My problem was that my host was able to deny my request when I clearly followed his cancellation policy and no where did it say that he had the option to deny my request, or that I wouldn’t be eligible for a full refund if I only paid half of my total stay (it did state that if I wanted 50% of my stay back i would Need to have paid my stay in full). I read it over and over so I know I was due my full refund when I initially requested. I hope Chris is happy with stealing my money and I hope it helped With his 25 other homes. Thanks Airbnb for no help.

I have stayed at B and B numerous times and never had a problem until this. I was searching for a place on there site to stay for my birthday and clicked the reserve button to view the price of the stay. Once I clicked it they charged my card that was in there system from the time before. It never gave me a option to view the price. It never never gave me the option to confirm. When I found out my card was charged, I was devastated because all my money was taken that I had in my account. Due to the Covid-19 it has been a struggle and I was counting on that money to survive and take care of my household. I then called Air b n b minutes after the transaction that I did not approve
To cancel the reservation and get my money back but of coarse I was told a manager would have to call me back within 24 to 48 hours. 3 days go by and no one called Me.
I then proceeded to call 2 more times and both representatives told me to be patient and a manager would call me back within 24 hours. Once again, no one called me. Here I am out of $638 stolen from me when that’s all I had. Now it’s been almost 2 weeks and still no call. I then attempt to reach out again and the representative was
Extremely un helpful and kept placing me on hold to speak to a manager and I was on hold for over 2 hours, at this point I just hung up because I am tired of waiting. I was robbed of my money and I will continue to take th proper steps to get my money back. As a full time father and provider, this is unacceptable and poor business. This company is unprofessional and un willing to fix there mistake. Don’t ever stay at there properties because I sure won’t. I will never spend another dime with them and I want the world to know it. Go to hotels.com where they actually take the time to make there customers happy!

Booked a pet friendly apartment....a few days later they told me they are no longer pet friendly....refused to refund my $ .....have not been able to help from anyone at Airbnb....!

The customer service for this company is absolutely horrible!!! I have been trying to get in contact with someone for 3 days. Today I finally got ahold of someone. I was on hold for 35 minutes when someone finally answered, they hung up on me almost instantly. So I immediately call back, and then I hold again, this time for 46 minutes. And when he answers, I ask him if it would be possible to extend the payment date just a few days later. (Payday) The answer was just rudely no! He didnt try to explain if it was company policy or anything. He didnt try to contact a manager, nothing. So I was explaining my situation and tried see if there was someone else I could talk to, and I was hung up on again. I will NEVER go through this company again!!! I work in customer service, and if I was to ever treat one of my customers this way I would've been fired on the spot. This rude, unsympathetic, and insensitive customer service is unacceptable.

NEVER EVER EVER AGAIN BOOK THROUGH AIRBNB
Horrible - they don't care about their customers.
Will not give me my cash refund because I can't travel during the COVID - they are giving travel credit. I have 4 people I need to pay back as we split the room. I called their support and they said there's nothing they could do. Wait times take forever if you have a problem. If you contact support they don't get back to you. I had to call them multiple times - never hearing back. They said they would escalate and I never heard from anyone. They don't care about you at all. They will NOT survive as a company for this poor customer support. Please please boycott these people and stay at a hotel instead. This has been so stressful.

Airbnb are hiding behind their convenient policies to a) do nothing to help, b) encourage their hosts to be greedy. After having to cancel our trip to England due to COVID-19, our “host” (Gill, who has a couple of properties listed around Shere in Surrey) initially agreed to refund my $528, but then realized that there was a policy in place that she could use to renege on that agreement and keep the money. And for what? For a couple of minutes on the computer to open up the timeslot I had booked (and she had six months’ notice of my cancellation). OK, so keep $50 if you really need to in order to cover that little bit of inconvenience, but to be greedy and keep the whole $528 seems inappropriate to say the least. Meanwhile, Airbnb hide behind their policy of not issuing a refund unless the host allows it. Well, that’s handy, isn’t it? And despite the extenuating circumstances of having to cancel the trip due to COVID-19, they even hide behind another policy and tell us that our particular circumstance does not qualify. So, compounding the devastation of my wife and I both losing our jobs because of this pandemic, and the heartbreak of having to cancel a trip to England to visit my son, Airbnb, together with Gill, have added to the sickening disappointment by keeping $528 of my money. Disgusting! I agree with another reviewer who said that Airbnb should be boycotted until they are out of business. There are plenty of other ways to book a vacation, and use an ethical, caring company to do it.

I will never use Airbnb again. They won’t refund me a dime. Or give me credit. Even though I’m canceling 2 months in advance. And I’m only canceling because covid 19 forced the expo I was attending to cancel.

Due to the COVID19 pandemic, we had to cancel our trip to New York. As soon as the shelter in place was ordered we started cancelling... Airlines, Hotels, everyone worked with us EXCEPT AIRBNB - no refunds AT ALL!
Our host Yadira won't refund even though I cancelled 2 months before our trip, and AIRBNB will not honor their policy of refunding due to the Covid19 pandemic.
This is so unethical and just bad business.

Cancelled my honeymoon due to Covid, was told we would receive a refund. Was then told we would not receive a refund after being ignored for months. Disgusting.

Made a reservation and paid $390 deposit. along comes Covid 19..I canceled 41 days in advance and my refund was 24.00. RIPOFF! I filed with the BBB against airbnb and vacasa California. They're taking advantage of people who made reservations before the pandemic.

Someone stole my credit card number, booked a 2 week vacation with an $2,000 plus deposit on my credit card.  I explained this to customer service, they opened a case and never got back with me.  After a week of no word, I have to reach out to them, and they said "Often, apparent unauthorized charges result from another person (usually a close friend or family member) using your credit card unintentionally. Our investigation into this charge led us to conclude that this is what occurred in this instance.  As a result, we will not be able to refund this charge."  This is wrong on so many levels, but what bothers me the most is that whoever stole my card to do this is going to do this again because your policies are enabling this to happen.  I guess airbnb just looks at it as "it's OK as long as we get our money".  
On another note, since you 'concluded' the charge was from a 'family member or a friend', why can't you give me the name of this 'close friend or family member'?  I have the confirmation, dates, CC #, billing address, photo id, etc.  I should at least get access to an invoice, since i have more than enough information.  
Also, you're identity verification process must be non-existent, but here's a link to it... (please visit airbnb identity verifcation page).  Can you at least tell me how you verified this was me booking the trip??  Through this process, did you ever think that I hope my identity isn't stolen??  Ever think of that??  I'm the only person with access to this card.  As far as you know, I keep it locked in a safe 24/7, and have no trace of this card on a computer, email, or have ever even used the card... so how could a 'close friend or family member' gain access to it??  I will never use airbnb after this.  I sure hope this thief enjoys their 2 week vacation!!  I cancelled my card, but I'm sure the deposit will still be paid, and this thief will probably pay the rest down on someone's stolen card... Thank you Airbnb for enabling this to happen!

My friends and I planned a trip to Nashville for this month. She booked a home thru Airbnb and I booked one thru Vrbo. With the travel situation as it is, last month we cancelled. I received a 100% refund from Vrbo. Airbnb is keeping over $200 from her. For doing absolutely nothing but exchanging an email and taking her money..we are splitting the cost so it's my money too. Crooks! Never using them again!

Airbnb ... never again! Booked a room in Switzerland, then covid 19 came along. Host was great and gave us a full refund but Airbnb refused to refund taxes and fees claiming we canceled one day before their policy permitted. Ok, I get it, your instant retention of my $49 is worth more than my future business ... what a poor business practice that is! Question is “why don’t you get it?” Just read the reviews on this Yelp site. I guess you just can’t fix stupid. As for me and anybody else who listens, Airbnb just became extinct!

I have had great experiences with Airbnb up until this pandemic. They refuse to give me a full refund for my stay at Stage Coach because at the time I cancelled my stay the guidelines didn’t cover the date that my rental was for. The dates have now changed to cover my rental but since I cancelled too early they refuse to give me a full refund. I have put in a dispute with my credit card to hopefully get the funds back.

I was serving as a Peace Corps Volunteer and evacuated from Uganda, East Africa March 18th because of the Coronavirus. Upon my return from Africa, I began staying in a motel on the outskirts of Lexington, Ky., my home of residence. After nearly two weeks of staying in the motel, I decided I should start looking for another alternative of accommodations because of the expense. I found Rachel Calderon's AIRBNB online and decided to make the reservation. After I confirmed the reservation with a credit card, Rachel Calderon emailed me and informed me that she has a toddler and her and her spouse would be around most of the time. She expressed concern of my health status, and I assured her that I am fine and not contagious. The next morning I contacted Peace Corps regarding my accommodations and informed them of my intentions of relocating to Barbourville. They discouraged me of doing so because of the potential health and liability risks I was subjecting myself to, so I immediately cancelled the reservation. The cancellation policy states "Free cancellation until 14 days before check-in (time shown in the confirmation email). If booked less than 14 days before check-in, free cancellation for 48 hours after booking, up to 24 hours before check-in." I was well within the window of opportunity to receive a full refund. I have since received notice that Rachel Calderon is refusing to issue a full refund my money, which is a little over $500. I have since began the disputation process with my credit card company and notified AIRBNB. It is not only irresponsible of R. Calderon to accept guest reservations without first making them aware of a very young child who will share the quarters, it is fraudulent, because the guests are placed in financially binding position where she can steal their money if the guests don't want to risk their health or be liable for a child's.

On AIRBNB the accommodation is titled "Cozy Room for Rent Close to College and downtown," in Barbourville, KY.

They don't even deserve 1 star. We are having to cancel due to the COVID 19 pandemic and we can't get even get part of our money refunded. A group of us pitched in together from our medical office and planned a beach trip but now having to cancel. Most of us have had our hours drastically cut and even if we did go no one could afford to eat much less anything else. Plus the beaches, restaurants, other businesses will still be closed during our dates. Plus our group is more than ten so social distancing rules won't allow that. This is just bad business in any circumstance but definitely during something like this. I will never book anything nor will I ever recommend Airbnb to anyone.
Turquoise! Luxury Gulf Front Condo! Hot Tub on Porch!
Orange Beach

Had a reservation that had to be canceled as it put family members at risk during the COVID-19 pandemic. After the host refused to refund our stay, I reached out to Airbnb directly. It took Airbnb OVER A WEEK to get back to me with a promise of helping resolve my claim. LESS THAN 24 HOURS LATER, Airbnb told me there was NOTHING THEY COULD DO and pretty much told me to take a hike. I provided medical documentation for canceling and still NOTHING. Airbnb cares more about making money that doing the right thing and protecting people! Will NEVER USE THEIR SERVICES AGAIN!

This is the most horrifying and illegal scam ever! I’ve attempted to book three times, each time they stupid website lied and gave me a round around when I attempted to address my concerns. One time I had a safety issue it took them a week to get back to me.
Horrible , scary, scam of unprofessional morons

I just got rob by Airbnb and the host in the amount of $1650.I booked in cape coral Florida Villa De Liasison my host is Susan. I cancelled within 5hrs of booking because of the Covid 19, I found out I would be out of work longer than expected that lead me, to no choice but cancelled because of all the uncertainty with my income in the future. The host told me basically too bad so I call Airbnb and the same. Airbnb do not product the consumers at all. Please do not booked your with them..