AirbnbReviews 2,101

Three of my messages to the host were deleted: 1. (@1:04am) Asking for assistance as I was trapped inside the room 2. (@1:09am - I still couldn't get out) "HELPPPPPPP" and 3. Were I requested alternate accomodations from the host. When calling AirBnB to see if they could place me elsewhere because of this and other things (bugs, poor wifi, another renter who wanted my schedule so he could film there), they said they'd contact the host. I had already spoken to him and his assistant and neither were budging so basically I could leave and leave my money with them, and thank you you're SOL. Host said he wasn't contacted by air, took another call to AirBnB and again waiting. Now I am 3 hours past checkout and resolution was for me to stay or cancel and attempt to have it rebooked on AirBnB,

I recently visited Boston to assist a friend who was relocating to my home state of North Carolina. My friend lived in the downtown area, several blocks from Fenway Park, so naturally she couldn't find any rooms for under $300 except through Airbnb. (The Red Sox were playing that night, which didn't help.) The room itself was clean and acceptable, and the people I communicated with via text and phone seemed friendly, although we had to play several hours of "phone tag" to finally settle things. When I reached the building where the room was located, and attempted to gain entry via intercom, I was told, by a gentleman who sounded very indignant, that the building was a private condo, and that residents were not allowed to use Airbnb to "sub-let" rooms. I finally got in when a maid or service person took pity on me. Obviously, my hosts were/are playing fast and loose with the house rules. I did not appreciate being put in the position of staying where I was not, by policy, supposed to be.

My friend and I made no attempt to get a refund. She booked a bed, I got a bed, so we don't exactly feel cheated. But we do not make a practice of dealing with unscrupulous people. I will not use Airbnb again. In this case, it would have been less hassle to spend the night in the airport lobby.

Places I've stayed. 1) Charming place full of the owners stuff, clothes, debris, but nice view. 2) swill hole in NYC empty with bed, moldy toilet and empty apartment (got money back 3) house in Pan handle, full of owners stuff and she asked us why we moved stuff off the bureau 4) Greenwich Villiage- could not get in the tub- just horrid 2nd floor with tub that could not be access by 9" access point. 5) Barrington, RI - Charming home - fully of owners stuff, dirty in poor repair, dangerous, including glass falling out of windows. On the other hand, I have listed my pristine Florida condo on Air BnB too.

Now, the prices are so high, it is not worth the discomfort and dealing with the mess.

You really need to do your homework before staying at an Air BnB. You won't get much help from them, the reviews are biased towards the positive and you can't actually talk to owners before you book, so you have to read between the lines. Hotels are looking better and better to me.

Long story short:

-Air BnB allowed a fraudulent link to be placed within there site
-As a result we have lost money
-Escelation process took 3 months to get a resolution. Customer service was terrible during.Or lack off
-Was then advised it was our fault for not being careful
-Due to this they refuse to take responsibility and pay up

Read reviews on Google and scroll through other posts on this page. This is not a good company to deal with.

Use them at your own risk!
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Checked into an Airbnb that smelled so bad it made me physically ill and had to leave, owner said it could even be a gas leak! The hosts of course did not want to refund me for whole stay, only a small part. Tried to communicate with an Airbnb case manager which went awfully. This person was only available to talk on the phone between 1am and 5am, when I am sleeping, and ignored my attempts to even try and coordinate a time to speak on the phone. Every time they replied to an email the details I provided from previous correspondences would change making it even more frustrating. The case manager did give me a credit but it is still not the amount I wanted, I am paying for a place I never stayed in. They said I had no proof of the smell... they asked I provide photos of the odor... a clear odor... Used Airbnb with friends before with no problem, but with such awful customer service I will likely never use again

By renting a "room in a house" in Luxembourg, I found myself in an abandoned Chinese restaurant, the room is located on a staircase behind the restaurant, on one of the two floors, six rooms on each floor with a toilet and cold shower Per floor (6 rooms), occupied by Chinese people who speak no European language, dirty, with the bedding never changed for ages. No lock on the door, so scared to sleep at night. Full bugs everywhere. At the end of the line, the owner very nasty and rude, responds "to go get a hotel, if you are not happy". My lawyer friend who accompanied me said: "In the cells of my clients it is much cleaner". Yet on the site full of good reviews and good ratings. How it is possible? In November, booking in Florence, I found myself in an ashram. After I received the refund (the city does not reimburse these costs), I realized that this night was the most expensive of all my stay (I went to a hotel). So, thank you, Air Bnb, but for security measures, I prefer to book on Booking, where any, but not on your site!

My friend and I checked into an Airbnb June 6,2017. When we checked out the next day, we checked out with bug bites. I checked out with 52 bites on my body, which I sought immediate medical attention for. When I tried to contact Airbnb, I was hung up on by Elmo in the middle of explaining my problem. I was ignored by Brenda and told I couldn't speak to a supervisor. When my friend reached out to the case manager we were assigned, Sandy Chen, with my doctor's note and diagnosis code for an allergic reaction to bug bites, and asked Sandy to communicate with me, the fool requested that I send in another document proving I was bitten by bugs. I have tried to come into contact with Airbnb support line every day for the past five days. They say we need to get into contact with the house owner and prove that we stayed there over night and did not cancel our reservation. Excuse me, why should we have to reach out to the house owner... so he can deny our complaint and call false allegation? They said my friend should add me to her account as she was the person who booked the home. She called in and asked for me to be added as a point of contact, but the process did not go through because of an incompetent service rep, go figure. Airbnb is a horrible, deplorable company with zero regard for what happened to me and my friend. Don't bother filing complaints as you can see they will be either ignored or given the ring around. The reps told me they care and what happened was unacceptable, intolerable; but will do absolutely NOTHING to rectify the wrong. No sense of urgency whatsoever, and those who work in the customer service department are incompetent. Airbnb needlessly put me through a hellish nightmare on top of the physical injuries I sustained... I will NEVER book with them again.

This is a review of AirBNB customer service / agents who take your call and try to resolve issues that you might encounter with your stay.

THE BAD
1. TOTALLY UNRESPONSIVE in communication (you send them an email on Monday, they reply on Thursday, you call them 5 times on Tuesday, they just don't call back)
2. OVERPROMISE/UNDERDELIVER behaviour- a classic for unprofessional out-of-US agent centers (which here is not the case). They promise everything is going to be taken care off, just to take you off the phone.
3. NO WILLING TO HELP attitude - they actually CANT DO ANYTHING. Its really pathetic. Whatever you ask them - there is some problem why they can't do this or can't do that. Feels like talking to an immigration officer, rather then service agent... Guys at DMV are 1,000 times better!

So bottom line is - if you are expecting to resolve any kind of issue with Airbnb - try your luck somewhere else - i. E. try to first resolve everything with the host, because this guys are useless.

In many years of international travel, dealing with hotels, airlines, any kind of agents - I must admit, I have never came across such a bad customer service agents as AirBNB, where the agents are actually - GENUINELY NOT INTERESTED to help you resolve a problem. Their job is to actually make your problems - ideally unsolvable.

Pathetic, because I lost a whole week to try resolve a simple cancellation - and what did they do - you guessed right - BIG FAT NOTHING. With bitter lemon on top!

Horrible experience. First of all worst customer service ever and they are not helpful at all.
We had to cancel our reservation due to some work related issues. Before canceling we called host and explained her and asked if its ok to cancel the reservation at all. She was nice and explained us that her cancellation policy is moderate and we will not get Taxes and cleaning fees(around $60) back. And we will get some amount directly from Airbnb and some we'll have to request to her through. So we did exactly what she said.
We paid $282 total and at the time of cancellation we got $107 immediately from airbnb(as she told us) and we got the option to request $114 from the host(as she told us). But we never got the $114 back. She made so many stories that she really wants to give our refund but she never got any refund request from airbnb. And Airbnb people said the host isn't responding to their calls or emails and they cannot process refund without Host's confirmation.
So long story short after talking to her and airbnb for a week they got back to us saying that Host has refused to refund any amount and they can not do anything!
We have all the emails and text messages from her and Airbnb but we never thought you can fraud people openly.
FYI the dates we cancelled someone else booked those dates(we saw the comments from the Guests).
Lesson learned for $175 that don't ever use Airbnb again. Rather pay little extra for some decent hotel.

We had a number or problems with AIRBNB. First the rental. We stayed at 161 Moonhill Ln, Boalsburg, PA near State College PA for a weekend. This house was quite expensive at $ 1800 for the 2 days, Actually check in at 5:00 pm Friday and check out at noon Sunday), so more like 1 1/2 day. We are non smokers and this was a non smoking required house. The owners are smokers though and were staying in the basement smoking the entire time. All the rooms smelled like smoke and we could not sleep well. The home was very dusty and dirty. You cannot leave a review on the property without the owner consenting to reviews, so no reviews can be trusted. 2 months later I have 6 charges in excess of $ 6800. 00 from airbnb. I contacted them and they said they were fraudulent but were unable to credit my account. My credit card company has credited our account but it sounds like this sort of thing happens often with this merchant. Avoid Airbnb art all costs. You may get lucky or have an experience like ours.

We stayed in Prague for 5 days, Lake Como for 3, Pistoia for 4 and Greve in Chianti for 4 with very good accommodations via AirBnb. The apartments were as described and the hosts met us every time. The communication with AirBnb and the hosts was excellent.

Our last apartment in Rome didn't work out as well as the others. The host met us and was helpful but his toilet would not function properly. He fixed it once but the second time it stopped up and would not flush was too much for us and we left for a hotel. The host offered other accommodations but we were done.

My real disappointment is with AirBnb. They pestered us as soon as we left one city for reviews. We did them. It was easy to be positive. Their tease is that we could read our hosts' review of us once we completed our reviews. We really had little concern for our hosts reviews of us but we did read them with no surprises. My wife and I are in our sixties so we are not much trouble. However the last review was half positive (our host did try and we liked the apartment next to the Vatican) but the plumbing failures were too much for us and a negative narrative in the review. AND it has not been published a week after I wrote it. The positive reviews that I wrote were published quickly. I hesitated to write a negative review but i felt I owe more to my fellow travelers than to my host. I am disappointed in AirBnb for not publishing my review quickly!