AirbnbReviews 2,101

AirBNB denied paying a substantiated claim of property damage of a little over $3500. 00 from one of their guests staying in our duplex suite. The rules were no smoking, no pets and no more than 6 guests. These guests destroyed our duplex. They punched and broke glass of entry door. Smoked, had 3 dogs which one bled being in heat, as well as stole and damaged furniture. A neighbor told us they had over 15 people in the rental. AirBNB claims they have a host guarantee for property damage. We filed a police report, took pictures of all the damages, got invoices, quotes, receipts of things that either needed to be cleaned or damaged that needed to be replaced. We submitted to AirBNB all valid proof and they closed the case out with a $279 reimbursement and stated they mediated this. This is unacceptable because we are well over that amount and have already paid out $2500 to fix these damages. I am filing a complaint due to AirBNB not screening their guests as well as false advertisement of their host guarantee. We are super host and this is how AirBNB takes care of us. Beware and stay away from this company!

The US Marshall threw me and my kids out because the owner had not paid rent or whatever. We came in through the back witch had a lock pad with a code to enter. The front door was not secure and was missing the doorknob so it didn't lock, I put a chair behind it for safety. It was very late when we arrived because it was my son 5th birthday and we had celebrated in the city and was tired when we arrived. The next day we had a funeral to attend so I didn't get around to calling about the lock. The funeral was very hard for us so I did not address the lock the next day. There was signs that stated to not answer the door or use the front door all around the apartment. While sleeping The US Marshall started bagging on the door scared the living $#*! out of me and my kids. I have stage 4 cancer and really needed my rest, but they said that we had to go even after me trying to show that I had paid $750 for me and my kids to stay until the 8th of June. We did not have anywhere to go and I didn't have any extra money to pay for another place to stay. Me and my kids got what we could and sat on the steps while crying and in disbelief. I had grocery's and clothes and other personal belongings that we was not able to get because the officers would let us and stated that they was seizing everything. I do not live in Atlanta to go to court to get my belonging. What kind of checks are Airbnb doing on these people that they are approving for family's to stay with. I have not received one penny of my money or any Conversation from this terrible experience. I've been waiting for 3 days for the Airbnb to contact me but has failed.

Ever have a problem? Need to get ahold of customer service. Forget it. They only do "chat" and they say they will get back to you never do, and their " managers" which I'm pretty sure don't exist can never talk? So weird I will never give my money to them again. Worst service ever

I have booked through Airbnb for a long-term stay in Munich for work purposes. Since it is long term, I must pay rent on a monthly basis - roughly on the 22nd of each month. In May (2021), they charged me 1100 Euros twice! It has been 2 weeks and several phone calls and written complaints and they keep stating that the case has been transferred to 'the proper department'. There are no signs of the money being refunded! Do not EVER book through Airbnb unless you want to be dupped into such things.

The customer service is appalling. I rang them today to ask why my booking wouldn't go through and the person replied by telling me that there's an "ongoing experiment on my account". They refused to explain the experiment or why it's been applied to my account, and kept answering with stock answers. He would. Not. Listen. To. Me. After finally, FINALLY sending me the information about the "experiment", I wrote back to them to explain that there had been a mistake in their system. The experiment references a new policy which stops under 25s from booking under certain conditions, but the conditions did not apply to my booking, so either there's something wrong with the system or the policy information is incorrect. He replied, telling me simply "you cannot bypass or avoid the system". This was infuriating. I was not trying to bypass the system and he just wouldn't listen to me. I don't understand why Air BnB employs humans at all if it's no different than speaking to a machine. What an incredibly frustrating experience.

I give Airbnb a 0 me and my family first trip to Orlando my grandchildren and children were all supper excited we had our days planned of what to do just to go on the my page to make my last payment. Theres a note from the host telling me 1553 champion Gate has been sold by the owner, we was leaving next month July 1st I can't find no place our Florida trip may me cancel we have flights paid for, rental cars but no place I'm truly hurt.

If someone made a party at your property or made a damage, firs you have to talk with 4-5 airbnb representative from different departments, than you have to proof any damage and then airbnb decline your request with the reason - not evidence of the price for the damaged item and it can take months. Basically Airbnb representative always on the side of the guests. Even the damage deposit doesn't work because Airbnb ALWAYS need the agreement from the guest for use the deposit to cover damage. If someone not fallowing the house rules for sure they doesn't want to pay for any damage. Terrible service.

These scam artists are experts at ripping people off, then blaming it on their lame BS policies. Many people from both sides complain about airbnb being thieves. I was ripped off twice a was charged fees they stole from me.

These guys are a bunch of crooks. Will never use again. Stayed at an airbnb in Queretaro city where the host Leandro refused a refund on an apartment that did not have electricity, which forced me to find other housing on an emergency basis. I called airbnb support for help and they canceled the reservation with one day remaining. In spite of promising a refund they never sent it, which was the point of the call to them. Now after 2 weeks of escalating the issue up the airbnb support chain the latest agent said to deal with the hosts for a refund. The same hosts that refused a refund 2 weeks ago.

Clearly the hosts are thieves and airbnb are accomplices.

As a host I have been disappointed that there is absolutely NO customer service at Airbnb. There are dozens of websites like this one, yelp and airbnbhell that tell you all of the reasons to avoid airbnb. But having used Airbnb while traveling a few time I have been from pleasantly pleased to horrified at the disgusting conditions. Worse if you have an issue with a place there is no one at airbnb to help.

My most recent stay involved finding a hidden camera in our room, with children no less. Then to add insult to injury there was no response for days through email from Airbnb. Now a week later airbnb customer service has responded saying "sorry for any inconvenience"

Then a day later they just cancelled my account.

Calling them on the phone led to 20 minutes of wait time to have a foreign customer service agent simply say, we can't help you get a refund because you no longer have an account with Airbnb and then they hung up on me.

Sad excuse for a company in the "hospitality" industry

Hands down the worst customer service I have ever received. Once you get through the robots you get passed around from person to person where you get to repeat yourself each time with NO RESOLUTION. Don't be surprised if you have to wait over 24 hours each time for a response. We were not able to secure a booking because Airbnb message continued to say that our account was under review. Airbnb claimed the issue was with our credit card. We reached out to our credit card company who confirmed that Airbnb had successfully charged our credit card zero dollars 3 times! This was our first and last dealing with Airbnb. I wish I had searched reviews before attempting to book through them.

I am sad to say I will no longer be using Airbnb or staying with friends at Airbnb houses when traveling. I recently reported an issue to Airbnb that the host was communicating with me with sincere hostility and overall refused to address the fact that she left her home a disgusting mess before we stayed. Airbnb‘s response was that I did not report an issue to them within 24 hours. However I was traveling with limited cell service, and didn't think I needed to escalate an issue at that time. I thought I would be able to talk to the host but she turned out to be incredibly rude and ignored all of the legitimate issues regarding her house. I reported this issue to Airbnb to alert them that someone like this should not be able to continue using the platform. This completely goes against the traditional environment Airbnb has had and should have. They let me know they're not going to do anything further or even look into my conversations with this host and are deciding to continue working with her which I think that is a huge mistake. Additionally, AirBnb has become way more expensive without any amenities traditional hotels offer, and when bad experiences like this happen, they just choose to ignore it. I have had great hosts before but they do not make up for the way AirBnb refuses to consider legitimate concerns from its customers. Shame.

They have the worst service and they put my life in danger on two different occasions. They didn't care at all.

My friend recommended me this site for finding normal apartments. What I can say that it's ok. I found apartments that suited well for me at a normal price. Everything were ok when I talked with the guy who offered his flat for 2-3 days' rent.

This was my very first time using Airbnb, so I honestly didn't know what to expect. Well, my experience was less than pleasant. First, on arriving at the airport, my host had not sent my keypad information for check in, so after reaching out to them, I waited 45 minutes at the airport. They finally called and gave me the code. On arriving at the destination, the code did not work. I then reached out to them again letting them know. It started to rain and I was stuck outside for 25 minutes just hoping they'd respond soon. The host drove by smoking a cigarette and said, oh, I didn't know you were staying here. They then sat in the car for another 3 minutes with their windows rolled up all while I stood outside in the rain with no shelter. They then said sorry we gave you the wrong code. Upon entering after finally checking in, I did a walk through in the place. Now the place looked exactly like the pictures. The issue? There were roaches and 2 other types of bugs all inside. Roaches, stains, and holes in the bed, roaches in the bathroom and a dirty shower curtain. All of the dishes and silverware were covered with old hard food. The kitchen sink was clogged on both sides. The patio door also did not open. I chose not to sleep in the bed given the circumstances, so I slept on the couch. 5 nights of the most uncomfortable sleeping I've ever had. I decided to continue my stay without contacting the host again because I didn't want to be put in a situation of me looking for another Airbnb or a hotel at the last minute, also, I didn't feel comfortable requesting a refund while I'm staying in the place I want a refund for. After I had checked out, I let the host know I did. I didn't get a response at all. Not how my stay was, if I enjoyed myself or anything. I then decided to request a refund. I initially paid $422 and I requested just $100. The host never replied, after 4 days of waiting, I decided to escalate the situation by contacting airbnb's support help. I did, it took them 3 days to respond and they told me they have no control over refunds and it's left to the host to issue a refund if they want and also they issue how much they want. No help to me at all. This has ruined all future endeavors of me using Airbnb. Also, I won't give any names, but the place I stayed was in Denver Colorado. I hope this helps others of deciding whether or not to use Airbnb.

Even as a Super Host with several vacation properties listed with Airbnb, they give no owner support. They have stopped allowing us to charge a refundable damage deposit and if there are damages we have to supply a huge list of support. They invariably have a reason why they will not ask the guest to reimburse for damages. It's maddening. NO support.

Worst company I have ever worked with. Not only did I have major customer service issues but refund issues too! They canceled my reservation after calling and speaking to them for days about issues I was having.

Two and a half months after we left an Airbnb rental, Airbnb notified us that there was a pending damages claim. After a two month stay, the host was demanding that we pay for: repairs to bathroom plumbing, mold removal, and (all in all) $760 in damages. This was fraudulent. The host completely ignored us the whole time. She was unemployed and living off her small Airbnb income. We got scammed.

I'm only choosing to do Airbnb because it's the easiest option while I look for an apartment but I think easy is an exaggeration as my second experience of Airbnb is a PTSD nightmare of my first experience which I won't get into but my second experience was just not great at all and I hadn't even checked in! Ok, so the host is called Annie. The picture she/they use is of a young Jewish looking woman. Modern, sleek kinda pulled back haircut. Probably not a great sign already if you know anything about Jewish people and real estate! That sounds awful to say but when you know you know. I had my doubts based on my past experience, the fact that the new listing had no reviews (I really should have read her previous reviews based on her past guests) and her insistent need to say no parties on her property. I have cameras all over the place. Blah, blah, blah! Usually people that complain tend to be the worst host/people themselves! They have intense demands while doing the bare minimum on their end! Ok, so let me try to keep this short. I messaged this person before arriving at the property to find out how I was even going to get in as there was no indication of this in the email. Never heard anything. Once my car arrived at the airport and I got closer to the location, I tried calling. Someone answers. It sounded like some rude much older Jewish woman with a smoky accent. I'm trying to find out where is Annie and the woman replies: I don't know in a strong accent. It was maybe a 20 second conversation that left me confused and angry before I just got frustrated and hung up. I wouldn't be surprised if this woman was the Annie I was looking for. People don't tend to use their own pics on these things. There I am, standing outside of this place in shorts in the cold in NY as I had just come from holiday in Florida and I thought it was going to be warm by now in NY in May!? So, I'm talking with Airbnb on the phone and I spoke to three different people. Two of them kept saying they understood!? One of them even had a baby in the background crying! I screamed; stop saying you understand. You don't understand! They offered a $148 coupon and I'll be requesting that they pay for the second car I had to take to get a hotel! Just madness! If I ever decide to do an Airbnb after this, please just push me off a cliff. I'm sure that would be less painful! If I could leave a crumb of a star, I would! Crumbs would be too kind. Perhaps dust bunnies!

I spent over 2 hours looking around the Miami area to spend the Mother's Day holiday there. I finally find this rbn b.com so decided give them a chance. I gave them all my personal information I gave them my driver's licence to front the back everything. Hours later I get an email telling me that they had to cancel my reservation and they are going to reform me my money but it will take up to 5 days which I think is pure BS. It should be that if you cancel someone's reservation after everything that I went through the get it then they should refund you the money mediately into your account. I can't give this RB and b.com a lower star than a one if I could I would give it a -0 because they are truly full of $#*!.