AirbnbReviews 2,102

The most SUSPICIOUS business practices. Stole $200 from me and refuse to give it back. Cannot get a manager on the phone. Was told a manager will call back in 24 hours and then I get a text message from a "Help Bot" telling me my case was closed out and the decision was final. I respond to that and NOTHING back. I have called numerous times. We fit into the Extenuating circumstances for Covid. We called to get our refund and they told us that they will not give any refunds because of covid, but that they also cannot give us a refund for any reasons outside of covid either. NO REFUNDS right now. Not just for me - but to anyone. I told them I knew other people had refunds. Nope. Total denial. I dont understand.

Host, Cheryl st. Pe' (Destin) told me there was a travel ban that may soon be lifted upon me making a reservation and said I could cancel, which I did. Then she denied my cancellation and when I inquired with her, she said that she had nothing to do with it up to Airbnb to authorize cancellation and refund. THIS WAS A LIE! Upon me sending a screenshot where it clearly said, "Your host declined to give you a full refund." I contacted the host again and she told me, " I am perfectly willing to give you a full refund if I had the power to do so but I cannot cancel your reservation on my end." Another lie! She never even sent me the information to obtain access to the house nor did I inquire. She told Airbnb that she would not refund. Airbnb could view every message and see that she said she would refund but she didn't have the ability to do so. All they did was reach out to the host and even though our messages were clear and evident, her refusal to refund was the final decision. Integrity and business practices have a lot to be desired by this host, Cheryl St. Pe' (Destin) and Airbnb.

Horrific customer service, I cancelled my Airbnb booking for July 2nd many weeks ago (2 days outside of their cancellation policy for refund) Property owner happy re-rented his home and Airbnb got a second booking fee for the same time period. They are refusing to refund my $600 booking fee despite that for the last week COVID-19 cases have been on the sharp increase in the state we were planning to vacation in. How can they be profiting on other peoples misfortunes during a pandemic, they are a disgrace.

Due to the Covid 19 pandemic, we had to cancel our reservation in Hawaii. Even though we fell within the parameters to receive a refund, were were given a "final decision" that we would only receive a travel credit. We contacted airbnb management Aisling Hassell and Greg Greely who are incompetent managers and would not even respond to emails. We dealt with a surly, condescending, inept customer service rep name Surya. Stay away from Airbnb. Their business is shockingly dishonest, misleading, and shady at the highest levels.

I cancelled 7 weeks in advance due to COVID. I asked host to please refund my $800. She said she couldn't that Airbnb would have to approve which is a lie. When I asked if she re-rented the unit could she then refund. She said no, she had stopped posting the unit For rent because she had no where to live. Airbnb did nothing. So she is keeping my $800 because she can. When I tried to delete my account Airbnb required a copy of my passport. Never using this company again.

My family consists of my wife and my two children who are 2 and 4. I live in Maryland and booked with a host for a week vacation in Lewis DE next to Rehoboth Beach. Due to the COVID-19 restrictions I recently cancelled my trip scheduled for the week of July 4th and requested a refund which I received that same day from the host HOWEVER, the refund was short $526 which is what Airbnb charges for their service. After filing the appropriate grievance for the refund, I was told by a supervisor that due to canceling my trip outside their policy refund period of June 30, I cannot receive any refund. When I asked if restrictions force Airbnb to extend their policy into July, would I still be eligible for any refund and they said NO. I cancelled this trip in the first place so I could avoid any complications of gambling my family's health with a reservation that explicitly told me I should not have canceled so soon and instead pay my remaining balance to the host in hope that restrictions will be lifted by July 4th when they have already announced that as of today, anyone entering the state of Delaware will be sighted with out of state tags if not quarantined for 14 days before leaving. In addition, all 4th of July activities has been canceled. Why would I want to take my family on a vacation to a place where all activities have been canceled with restrictions in place? I continued to ask Airbnb management if they could refund half or offer any incentive to continue to conduct business with them in the future and they replied that their understanding of the situation was quoted to be "FAIR". Airbnb should be embarrassed of their moral standing when other businesses are forgiving and extending payments to those who are putting the customer first. We will never use their service again and will let everyone know utilizing every means of communication that their fairness is in the best interest to collect $526 from a family with 2 small children during a pandemic struggling to secure money in the name of safety.

I booked a stay at The Lake House 5 mins from Chickamauga Lake Hosted by Starlena Cain in January 2020. My check in date is in June 2020. I had two people in my family to test positive for COVID 19 so I contacted them to inform that I did not feel comfortable traveling with family as I have a 4 month old child and also none of us were working. I was given a 1/2 refund. They profited almost $500.00 off my cancellation and this pandemic. I was told I could get a refund only if my dates was booked. Airbnb has an extenuating circumstances but my proof even after emailing them the positive results I did not qualify for a full refund. I think it is wrong to benefit off of this pandemic when people are scared to travel. I understand cancellation policies and it is a business but I am sure this is not their main source of income renting a home but either way I feel it is wrong to profit off of this and people are losing their lives and are scared to travel. I have contacted Airbnb but they stand behind the host not refunding me fully even though they have grants available to offset money they may miss out on due to the COVID 19.

We had to cancel our trip directly because of Covid19 and were not reimbursed any money because we personally hadn't had the illness. However they told us we could still claim part of what we had already paid for but then, when the host rejected our cancellation request twice, Airbnb literally told us "When the system tells you that you can request a refund, it does not mean that you will receive the money back."
Never using Airbnb ever again and neither should you. If a lawyer decided to start a petition to sue them for misleading policies, I am sure they would get enough signatures. It's a pity normal people like us can't really do much against a company as big as Airbnb.

After spending more than an hour on the phone last week, being redirected to several reps, then told that I would need to wait for a supervisor to call, I was contacted 6 days later through a chat response at 1am telling me she could not help and then the case was "closed" so that I am unable to reply. Your support systems appear to be designed to provide unethical, not to mention inefficient support processes.

Reservations cancelled due to COVID, when our country is in a DECLARED STATE OF EMERGENCY, for rentals that were never occupied because the entire population was QUARANTINED should not require this much hardship to get refunded.

Now starting a second round of attempts to get a human to respond to us in a considered and effective way. So far its been 48 hours with no response from either phone or online requests. I see a lot of similar bad experiences--too bad.