AirbnbReviews 2,102

Delete your Airbnb app - NOW. Switch to VRBO. I am a super host / manager for 8 properties with Airbnb they are great to work with. But when I switched to guest mode totally different deal. So my husband and I had to travel to NYC area during the height of the pandemic. We booked an Airbnb, thinking it would be safer than a hotel and arrived to find out we had a roommate - okay I clearly messed that up and missed clicking the private button and I own that. The representative of the host (who is not the roommate) explains that the roommate is a nice young woman who is working in NYC treating COVID patients. Now, I'm in healthcare and I am grateful for everyone of the clinicians and workers who risk their lives everyday but I also know a lot of them are choosing not to stay with their own families at this time to keep them safe. The place shared a kitchen and bathroom so I simply did not feel safe. We had booked for 9-days ($1264). I immediately called the host, and she agreed to a refund after trying to tell me how safe it was to stay there. We left. No refund, host refused to communicate. Airbnb backed her and went so far to say that clearly clinicians know how to protect themselves from COVID and had plenty of PPE so there was no threat to us and the host did not return their inquires so nothing they could do. Clearly they are not even aware of what was going on. My son works at a NYC hospital so I had first hand knowledge that the Airbnb information was completely false. That property is simply not safe until we have vanquished COVID and either guests should be informed at booking about the roommate situation or they should delist that property. What's even more frustrating is how much money we have refunded as a super host during COVID because I don't think people should be charged for changes they have no control over. Go to VRBO. Having worked with both - much better. Stay away from roommates - be careful and wary. Airbnb does not put guest safety first.

We booked a home in January of 2020, before anything was known about the pandemic. My son and his fiancee were planning on getting married in Layette Indiana in July. The host name is Casey. Two months later we had to cancel because my son and his fiancee lost their jobs due to COVID-19. I sent in the cancellation notice in March. Out of the $782.00 put for a down payment I was only refunded $56.00. When I contacted Air B&B they said it was up to the host and he refused to give me my full refund. His email to me was very rude and insulting, lacking any understanding of the situation we were in, (he stated his situation was FAR worse then ours! How would he even know that) When I spoke to Air B&B a second time I was told that Air B&B was granting full refunds up to May 31st. So anyone booked after that time would not get a full refund. I feel like they stole from us. These are difficult times and a company like Air B&B should back their clients but aren't. I am so disappointed in Air B&B and will never use them again. Whatever you do DON'T book the house in Layette Indiana with a guy named Casey, he is a very difficult and unreasonable person to deal with.

I am deeply disappointed and very angry with the fact that although airbnb have cancellation policies in place if these rules are not adhered to due to "mitigating circumstances" and the guest cancels at the last minute the host is left with expenses that Airbnb seem to not care about. My booking was cancelled hours before arrival and I have spent money preparing for their stay and now they have been allowed to cancel at the last minute with a full refund leaving me with costs that I feel should be covered under these "mitigating circumstances" my question is how can we hosts ensure we are protected financially when these situations arrive. Also very dissapointed that it has take me 3 calls to airbnb and no one has be bothered to address my concerns. Your hosts are feeling unprotected during these testing times and I don't see what airbnb have put in place to ensure we are also looked out for and financially protected during these times. I'm really considering using an alternative site to host my properties. I ask for complaints to escalate and im given the feedback link. This is totally unacceptable and a joke... I see this one going down like blockbusters... how are you going to offer properties to guests if us as hosts cant trust you to adhere to contractual terms.

Their company policy states that for some extenuating circumstances you may cancel penalty free for a full refund. You are not able to confirm that you will receive the full refund before you cancel you are told to cancel, then contact them for review. I canceled over a month ago due to rioting and looting in my destination city which is covered in their policy as civil/political unrest that makes you feel unsafe. After fighting with them for over a month they claim because the host won't respond to them they are unable to give me a refund. So they just stole my money and they don't care that their company policy states I should get it back. They are thieves and I will never give them another penny!

This company IS A SCAM!
This company IS A SCAM! Hollywood beaches are closed for 4th of July due to COVID19 and they will not refund or even CHANGE DATES TO ANOTHER WEEKEND! We were going to rent at
*******321 HAYES STREET Hollywood, FL. ******* the host wont even honor changing dates during this world wide crisis! Shame on you! I have friends staying at another location with airbnb and the host let them change dates.
DO NOT RENT HERE! Sad that the HOST is not willing to even change dates!

If I could give no stars I would! This is my first experience with Airbnb and it was terrible. As soon as Covid hit we had to cancel plans I was trying to get a hold of my host of the house we rented she never responded after multiple attempts for weeks,
Then I got some bull crap Airbnb support person who told me I would hear from someone and it's been weeks since I've been able to get a hold of any of the help people! Airbnb is so terrible the customer service SUCKS. I don't recommend it, always go with VRBO over Airbnb.

We booked a home on the ocean for our 10 year anniversary.
Then coronavirus hits.
I have lupus so I'm high risk and my wife is asthmatic so she's high risk.
Because we are high risk we had to cancel the home and get a refund.
My wife accidentally clicked on credit thinking it was credit card. Well it wasn't so we called to see about getting it changed and all the way up they said it cannot be changed once you clicked on it. Which we all know that they can make it happen just refuse to.
We even explained that we just had to get a new HVAC system, which was $6800. We told them we could send a copy of the receipt.
We really kind of needed as you can imagine.
They didn't give a hoot, they really don't care.
We have used companies like this one in the past, almost every summer vacation.
I have never seen such a disregard for customers.
We're not sure if we even want to use the credit and have to deal with them again.
100% dissatisfied

I made a reservation for a house we stayed at last year. The reservation was made in March prior to Covid being an issue. In early June I contacted the host and she graciously agreed to give us a full refund even though she was not required to do so. The host was great even last year when we did stay in her house. I received a refund which was short of my payments by $381.18. I contacted the host who told me she authorized the full refund but she has no control over the process, only AIRBNB does. In fact she doesn't see ANY money at all until after the reservation has been fulfilled and all payments are made to AIRBNB. She said that AIRBNB must be keeping the $381.18. I tried contacting AIRBNB on their site twice with no response. I have scoured their site for the policy on retaining fees but it is not there. I understand they have expenses but I was told a full refund but they would not give it to me. I won't use AIRBN B again!

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 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 the 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!

Can't get a refund even though Europe was closed

We had an apartment rented in Paris April 15, 16, 17 2020 and canceled our reservations due to the fact the airlines had discontinued service into Italy. The apartment owner refused to refund our $1100 deposit and Airbnb also refused to refund the money. They said that due to the fact I canceled the reservation on March 10 and not on March 15 or later that I know longer was under their policy of a full refund. Suddenly the cancelation date determined if we were to receive a refund and not the actual dates of our reservation. In fact the actual dates of our reservation were during the time the entire continent including France was closed to tourists due the pandemic. I have nothing good to say about the property owners or Airbnb. Avoid doing business with either one. The B&B is Appartement romantique à Paris au cœur du Marais historique.

While on recent travel, I was blocked from navigating the website to tend to business details unless I donated to Black Lives Matter or postponed site usage. What idiots and near sightedness. Further, the service fees on rentals that I considered and/or used was so excessive that the business owners are adversely affected and so was I when I decided to accept them. The AirBnB fees change the advertised rate so much, that the final cost can be almost unrecognizable.

If I could give no stars I would this is the $#*!tyest place they clame to care about everyone but when you dont inform a guest about a shooting from down the road literally not even a quarter mile away because you dont want to startle anyone or anything and you get your family that consists of a 4 year old child to safety thinking you'll be back in time and you pass out at 12 because you have a life too and you miss the check in so you cancel even though you have never canceled before you still owe a hundred dollars... and the people dont show up to your house untill 1 even though check in was 1145... but whatever guess I'll have to lower the price again and when people ask I have to tell them... also people who inquire about your house dont $#*!en read like what the actual $#*! its bull$#*! that the answer to the question they inquire about is in the posting... or sometimes they book and then see its shared so they just dont show up. Oh back to the hundred dollars... I have to host for free untill its payed off and they lowered the price for every booking so it takes longer... and another thing if someone doesent read and they just dont like if you have animals even if it's in your posting that you have them they can lie on your reviews and there is nothing you can do if they break house rules so pritty much it feels as though if something were to happen the host is always at fault whitch is bull$#*!