AirbnbReviews 2,101

Airbnb is a very incomprehensible website that makes it very difficult for you to change or cancel dates and track the money you've paid.

I made a long-term reservation for 62 nights and before departure I got a severe accident and had to cancel the trip. I couldn't somehow enter the webpage so I contacted the host that seemed so nice before to cancel the reservation. It was 5 days before departure. But the host never responded and because of my health condition I couldn't follow-up until today. I realised the cancellation policy is to pay 1 month + extra a lot of money for I don't know what.
I feel ripped off. I understand paying cancellation is normal but for 1 month?

I just feel the whole website is to confuse you and your booking. I really had a terrible experience with this website and will never use it because it is obviously not users-friendly!

I want give it a lower score if I could! Their host are frauds! I made reservation in Airbnb and paid upfront on their site in May 2017 a trip in August 2017. I even contacted the host expressing my excitement! They cancelled my reservation because they got a higher rate through VRBO! The worst thing is the service I received from Adrianna at Airbnb! She didn't care and was unapologetic and try to blame the situation to me. Don't ever use them! They have no service and the host are frauds!

I used Airbnb for the first time instead of going for my trusted Booking, and TripAdvisor. The host was listed as a female, and ended up being some sketchy dude that wanted me to come get the keys from him and leave my boyfriend in the airport because he had a delay of one hour in his flight. After he bullied us for check out time, and harassed us, he left me a terrible 1 star review. I will never use Airbnb again, in fact I cancelled my account and will continue with Booking form now on.

I would give 0 stars if I could. My first rental canceled within a month of the trip. Then the "case manager" who was supossed to help me continually made the process more difficult. I couldn't even get to her supervisor or anyone that could or wanted to help me. I'd NEVER use Airbnb again no matter what this place ends up being like. A hotel is just so much easier and had service that actually aims to help their customers unlike Arlene. Overall not worth the effort, book a hotel online.

First problem:
I had to changed my credit card as it was hacked which i had use for reservation. However even i explained the situation they cancel out my reservation and get a service fee. And do my reservation again and pay the service bill again.
Second problem;
As a summary, After my accommodation; I realized that the one and only negative noticement which i had written was published to public on his dashboard and the other %99 positive things were hidden and nıt published.
So i try to fix it, however not allowed by Airbnb. I had written several times to correct it, even offer to merge the two reviews, nothing changed.
After all I cancelled my subscription from Airbnb, and will never use it anymore..

THIS IS A TERRIBLE COMPANY. Their website and employees promise one thing but they do another. PAYOUTS TAKE OVER A WEEK. They say that they process a pay out within 24 hours of a guest checking in. My guest checked in on Sunday and the payment was not sent until Wednesday. I asked for an ACH which, normally, takes a few hours. They didn't send the payout ACH. I called for assistance and was lied to several times. The supervisor, Michael, told me that there was a problem with the guest's payment. I had verified weeks earlier that the payment had been received in full. Then, he told me that there were no managers to speak with me and refused to provide a number for their corporate offices, though I repeatedly asked for one. DO NOT TRUST THIS COMPANY! They still owe me nearly $13,000 for a one week stay.

Received our check in instructions AFTER check in time. Finally got into the apartment and there was no air conditioning, even though I checked with our host to confirm there would be. Smoke detectors were dismantled, shower curtain was moldy and held up but a pole and cardboard. Shower stall was molding. Contacted host immediately who OFFERED a full refund, which we agreed to and now he won't return my text or emails and Air BNB is refusing to refund our money!

This is such an interesting thread and I wonder if my situation is unique.
The only thing I can review is the pre-booking and Contact host system which, for me, proved very frustrating.

Recently I spent the better part of an afternoon going through the snakes and ladders registration process and after assistance from a very friendly, thorough Customer Service Rep. I was all set.

I then spent some time learning about the listing format, maps, pricing etc.

So being ready use Airbnb, I set out to find a nice suitable 4 day stay, at a specific location and time.

4 requests, 4 failures.
Request 1;
Immediate reply was a bait and switch as the host was really looking for a month long pet sitter and wanted to meet off airbnb.
Request 2;
No reply and within a few hours the site showed This listing is no longer available.
Request 3;
Quick reply but stated they were changing to longer bookings than the 3 day minimum stated, would be changing their calendar and were denying my request unless I wanted to book longer. More bait and switch? A week later the calendar still shows 3 day min.
Request 4;
Very similar to 3 above; a quick response, with apologies, for not keeping their calendar up to date. Said current guest would be staying longer than originally planned. This is July and I was looking for time in October. Strange.

Another disturbing element is the number of times guests have had bookings cancelled by hosts, sometimes only days before arrival, like alan0721 above. Imagine that chaos.

Complaining on the Airbnb Community Center will only hurt because it is run by hosts.

So, I will not give up yet but so far, I am not impressed.

Wow, first and last experience! I don't know what AIRBNB is doing for the handsome service charges they get! I think I paid an $86 dollar fee and this is such a SCAM, worse than craigslist & ebay in their early years! NOT SAFE!

They make sure their site looks like a safe place VIA REVIEWS and the REVIEWS are a total SCAM because you can ONLY LEAVE reviews at the end of your stay. If your host cancels on you after you arrive, NO REVIEWS ALLOWED! Can you imagine that? You book a place for a week, pack up your things and family, arrive at your destination and your hosts cancels and there is nothing, absolutely NOTHING you can do--AIRBNB does not care! And they make sure you cannot tell anyone about your hosts action! You're stranded in a busy vacation area and then have to pay out of the nose for a place that likely isn't even close to where you expected to be!

Any positive reviews on the site are useless because if everyone were allowed to leave reviews of their TRUE experience the place would go out of business.

I hope someone takes this idea and RUNS IT CORRECTLY and monitors and makes it safe and guaranteed and runs this AIRBNB out of business. They offer all kinds of incentives to get people to lure others into this very bad situation. I'm making sure everyone I know never falls for this place like we did!

We rented a Condo From Host Tarim in Las vegas in May, 2017. The place was filthy dirty, it was supposed to have a "fully" kitchen. There was a fridge with left over food in it from previous renters, there was a stove, filthy dirty, grease all over it. No essential cooking pots, pans, Bathtub was black with soap scum, no hand or face towels, only 2 bath towels for a weeks stay. No access to Pool/barbque as stated in amenities on site. Owner was not permitted to have a key for access from the HOA. He would not refund us any money, stated that this was not a 5 star hotel. Contacted AIRBNB and it took numerous calls and 3 weeks to receive a partial refund. We had booked this condo as it was our anniversary and we were left with no solution but to return home (Canada) as we couldn't afford to spend another $1000. 00 for another place. Terrible Host & customer experience with AIRBNB

I booked a cottage on one of the keys in Florida in April for the end of Sept 2017. It I was charged $170.00, I cancelled the last of June because of my son's wedding day (which is not in their policy), the host granted a refund of $97.00, and AIRBNB kept the rest. The resolution site is pitiful, and this being my first time using them will b my last time. But thank you to the host, sheila. I will stick with hotels.com, I'm 2 stays from a free stay!:-) kellie

I made reservations using the Airbnb app to stay with Daniel at a location in Bethlehem PA, from June 10 -30. I couldn't get a flight out so I ask to extend my stay and check out 7-2-17... see how I got kicked out on the street.

Daniel I couldn't find a flight out of ABE until July 2. Is the house available, can I check out July 2nd instead of the 30th

Hi C

Yes, you can stay 2 more days for only $107 more. I would love to host you for longer!

If you are interested, I will add these extra days to your reservations. Please let me know.

Best,
Daniel

I am interested please add them to my reservation thank you

Hi C,

I added the additional days to your reservation. Please let me know if you need anything!

Best,
Daniel

Morning of check out: Hi C,

I am sorry for the confusion an extension was sent but it was never accepted so I apologise for any mistake we have given but unfortunately, our home is now booked with another guest today.

Thanks,
Daniel

I NEVER RECEIVED AN EXTENSION! I had to dump 2 day worth of food and jam pack my belonging and get out in 30 minutes. If this was a hotel, they couldn't do so by law. I don't think all Airbnb operators are like this. If you go to Bethlehem PA, don't stay at and Airbnb on East 4th street.

Very confusing website.

On the home page the daily rate given will be low, in calculations in the Name of Accommodation it will be mostly higher daily rate will be used, therefore they will trap you by showing lower rate. Despite they charge a service fee, they also try to get out of your pocket. Very greedy people.
Once hose accept your request it will o once again have a different daily rate.

Once again I will say Airbnb will be shortliver, once this Idea apartment hosting is used by any fare play team, Airbnb will be gone for ever.

I do not advise using Airbnb. Twice this year I had owners tell me at the last minute I could not have the rental promised to me months before. In both cases Airbnb staff were non apologetic. I did receive a full refund, but I had to scramble and was able to to only find new places in less desirable locations for more money. After lots of communication back and forth Airbnb did give me a small amount of money back as a rebate, but I won't be using them again in the future.

Please everyone that books Understand that we owners are having massive problems with ALL THE BOOKING SITES
We wish you could book directly through us too and the rates would be so much lower and we would all have a better experience
Unfortunately there are no REAL STES for the one condo owner who just want some good honest decent people staying in their home
We get no say on anything, fight everyday to get all these sites to update our calendars and make 100 phone calls a week to try to make things right
By the time all their fees on all the sites and credit card fees to us for a ridiculous amount we see about half of what you pay
So please go to local sites and book with owners!
I am an honest lady trying to make a little money on my second home while I'm not in SC

I tried to cancel a reservation 3 weeks in advance, I even called the host, as well as Corporate Airbnb. I was never given any assurances that I would receive a 100% refund. I could get a 50% refund and then put in for an exception to the policy for Airbnb to issue the remaining 50%. I was not going to do that. The place we stayed was dirty, cobwebs, difficult to unload and load. The savings from a hotel was not worth it. We were told that yo0u couldn't stay in the facility if you were hosting a bachelor / bachelorette party, well, that was a flat out lie. While checking in we ran into 5 guys already feeling no pain at 4 in the afternoon and were there for a bachelor party. Just kinda funny..