• Airbnb

Airbnb

Is this your business?

Overview

Airbnb has a rating of 1.5 stars from 2,083 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Airbnb most frequently mention customer service, credit card, and full refund problems. Airbnb ranks 459th among Hotels sites.

  • Service
    551
  • Value
    507
  • Shipping
    173
  • Returns
    282
  • Quality
    459
Positive reviews (last 12 months): 7.6%
Positive
8
Neutral
3
Negative
94
828
See all photos

What reviewers want you to know

Positive highlights

  • Thank you again for your excellent customer service.

Critical highlights

  • AIR BNB has no respect for it's host's that actually drive there business model.
  • I disputed the charges completely with my credit card company instead.
How would you rate Airbnb?
Top Positive Review

“Luxury Redefined with Airbnb Luxe”

SOUMYA RANJAN B.
4/23/24

My experience with Airbnb Luxe was nothing short of extraordinary. From the moment I stepped into my luxurious villa, I was greeted with unparalleled comfort and elegance. Every detail, from the stunning architecture to the impeccable interior design, was thoughtfully curated to create a truly unforgettable experience. The amenities, from private pools to personal chefs, exceeded my expectations and made me feel like royalty. Moreover, the concierge service was exceptional, catering to my every need and ensuring a seamless stay from start to finish. Airbnb Luxe has redefined luxury travel for me, and I can't wait to indulge in another unforgettable experience.

Top Critical Review

“Charging renters for hosts repairs”

Annette S.
1/10/24

I had a horrible host experience and he dediced to replace ALL locks and linens at my expense. Airbnb allowed. How do you break TWO locks? I reported one broken BEFORE I left, owner 2 hours away didn't care to come or send local help. Airbnb told me I needed to take photos and videos upon checking in and when leaving to prove conditions! Really? The host/Airbnb client more important than a renter. When they run out of renters, what then? Good luck! My last time for sure

Reviews (2,083)

Rating

Timeframe

Other

Reviews that mention popular keywords

air bnb (114) credit card (131) cancellation policy (78) phone number (63) customer service (489)
Thumbnail of user bretthallettawtgb
27 reviews
0 helpful votes
March 22nd, 2024

Airbnb is a wonderful way to find accommodation while traveling. I've used their services multiple times and have always been pleased with the selection and quality of offerings.

Thumbnail of user starkse123
1 review
0 helpful votes
January 19th, 2024

Customer service was fantastic. They made sure I had the correct part, gave me options for shipping, and got my part to me when I needed it. The part worked great. I would definitely use PartSelect again.

Products used:
Washing machine lid lock.

Service
Value
Shipping
Quality
Thumbnail of user lecherb
10 reviews
2 helpful votes
March 13th, 2024

If you are a host, then I can tell you that this is a great source of income and now is the time to take advantage of the platform. I have been able to multiply my capital X4 within 6 months of starting.

Thumbnail of user peterj1391
3 reviews
0 helpful votes
March 15th, 2024

I chose to stay at an airbnb apartment in London. My host Maria was a sweetheart and i will definitely be back next time I am in the city

Thumbnail of user mubarakhussainz
1 review
0 helpful votes
April 24th, 2023

Dear Airbnb Customer Service Team,

I am writing to express my sincere gratitude for the exceptional level of customer service support that I recently received from your team. Your assistance and timely resolution of my case made a significant impact on my experience with Airbnb, and I wanted to take a moment to express my appreciation.

From the moment I first contacted your team, I was impressed by the level of professionalism and knowledge that your representatives demonstrated. They were courteous, patient, and attentive, and they went above and beyond to ensure that my concerns were addressed promptly and effectively.

In addition, the Airbnb resolution center provided a straightforward and easy-to-follow process for resolving the issue I encountered during my stay. I was pleased with the fair and reasonable decision-making that took place, and I was impressed with how quickly my issue was resolved.

Overall, my experience with Airbnb's customer service was outstanding, and I cannot thank your team enough for their assistance. Please extend my gratitude to everyone involved in resolving my case. I will undoubtedly continue to use Airbnb for my travel needs and recommend your service to friends and family.

Thank you again for your excellent customer service.

Best regards,

Mubarak Zeeshan

Tip for consumers:
Dear Airbnb Customer Service Team,

I am writing to express my sincere gratitude for the exceptional level of customer service support that I recently received from your team. Your assistance and timely resolution of my case made a significant impact on my experience with Airbnb, and I wanted to take a moment to express my appreciation.

Products used:
Housing

Service
Value
Shipping
Returns
Quality
Thumbnail of user deimantasp
1 review
1 helpful vote
November 11th, 2019

Best website for travelers. You can find apartments everywhere in the world. The prices are usually better than on booking or other websites.
Also you can get up to $45 discount creating a new account with my invite link: bit.ly/airbnb99

Thumbnail of user hongy27
2 reviews
0 helpful votes
October 22nd, 2023

Excellent! Thank you for your help and support! You are the best! I'm so happy for your support and you are the best!

Thumbnail of user kimberlyf104
2 reviews
3 helpful votes
March 13th, 2019

I have booked several apartments for our European trip via this service. The process of booking was very convenient and easy. Reviews of visitors are always helpful. Even if a host cancel reservation they offer some compensation and pick listings according to your previously chosen options in the same area. In general, I am glad to find them as with Airbnb I can feel like home in any corner of the world.

Thumbnail of user alexanderv237
1 review
0 helpful votes
March 2nd, 2023

I'm travelling a lot last years, and Airbnb works really great for me. Usually everything's OK with my bookings. Sometimes they ask me to provide an evidence if something's wrong, but they always help.
I like it.

Thumbnail of user elisaf16
Elisa F.
2 reviews
0 helpful votes
December 9th, 2019

The booking procedure is fast and easy. The chosen apartment was exactly as advertised on the website, great host and cleanliness.

Thumbnail of user kristenm120
2 reviews
5 helpful votes
February 11th, 2019

Not sure about all these negative feedbacks, but I had an awesome experience with this company. Great deals, brilliant service - everything was pretty cool.

Thumbnail of user troyceg1
1 review
1 helpful vote
January 27th, 2021

I really enjoyed it's service. They give priority of the customer choice.In future I will definitely go there.

Service
Value
Shipping
Returns
Quality
Thumbnail of user breannaf35
1 review
1 helpful vote
April 18th, 2022

I booked for this first time ever this past spring in March for my birthday. We went and ate at Restuarant and came back to the Airbnb and relaxed the rest of the night. I took my nightly shower and water ended up all over the floor despite how careful I was to not get it anywhere. I slipped and fell into the sink and accidently cracked the mirror. It was a minor crack in the mirror and was a total accident. The host then told me I owed only $400 and then took it back and said I owed $1200. I talked to Airbnb resolutions and they "did their research" and came to a conclusion that I owed $1410. That is just an outrageous amount for a small bathroom mirror. I will NEVER book with Airbnb again! Make sure the host you are booking thru is valid and has had renters before! This was the most unprofessional stay I have ever encountered! The room I booked wasn't even $250, I don't see how they came out with a price 5x the price of the stay!

Service
Value
Quality
Thumbnail of user lisav274
2 reviews
6 helpful votes
April 2nd, 2020

It was so nice to receive an email that due to the Covid 19 vacation home stay bans in FLA that they would cancel and fully refund my reservation. I did not need to do a thing. Also I have always had great experiences using Airbnb.

Thumbnail of user danl78
10 reviews
13 helpful votes
March 4th, 2017

I've been using the page for a while. Never had any issues after booking confirmation.

Sometimes hosts cancel but you can't blame Airbnb for that. Money is always returned within minutes.

Pros: Available everywhere, easy to book, funds protection

Cons: Can be a bit pricey in some cities (2x hotel price) yet very cheap in others.

In general I recommend Airbnb to everyone. Great alternative to hotels and money stays within local community :)

Thumbnail of user monicad263
1 review
0 helpful votes
May 25th, 2021

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.

Thumbnail of user jasnan1
22 reviews
81 helpful votes
December 29th, 2019

We booked a town house in Zagreb through Airbnb. The host was friendly right from the moment we made the booking. The house was clean and warm and the customer service we received from Airbnb was amazing. I will definitely use them again.

Thumbnail of user marias610
3 reviews
2 helpful votes
August 13th, 2019

Simply great for a consumer. I only had a positive experience with airbnb so far. I love the variety of homes and apartments for every budget.

Thumbnail of user joannac98
1 review
1 helpful vote
April 29th, 2020

Giving Airbnb 5 stars because I am impressed by how quickly they responded to 2 queries that I sent them recently regarding cancellation of my booking and request for full cash refund because of my flight being cancelled thanks to COVID-19. I imagined that it would be a headache because of the stories I had heard with other hotel and travel agents e.g. extremely slow or no replies at all. However, within 2 days of submitting my request for full cash refund together with the required documentation, I received Airbnb's replyRahim that I would be receiving full cash refund. The first time round when I contacted Airbnb to ask some questions, I received a helpful and pleasant reply in less than one day. Thank you and great job Airbnb! :)

Thumbnail of user williamb3936
1 review
0 helpful votes
February 23rd, 2022

I Won't Go Back Again.
Before You Rent a Air-BnB.
Go to 'Better Business Burea Reviews!' AT BBB, AirB&B Gets the Average of Seventeen Point. Four Five (17.45 Every Day) Ba Ba Ba Bab Reviews.

The Firm Is Like So Many Large Corporations in The United States and Most Civilized Nations.

They (B&B) Lie To The Customers via fake reviews on there own site, Taking Out The Reality That The Customer Never Sees... Why You Ask, To Hide The Profit Margin From Them Along With Their Net Profit. It you feel it can't be that bad?
Good Luck!

After it takes place, when you get so frustrated due to what you have been through, after you are read scripted reply by an individual who tells you his or her name is Bob or Mary. They speak with heavy Non American Accents and treat you as it you did something wrong... speaking to the customer like used cars salesmen...

All Brainless & Bullsh*****

Good Luck On The Way Out The Door!

PS- Please Excuse The Asterix Expression!@@! You Can't See The Depth of My Aggravation.

Tip for consumers:
Rent a hotel@

Products used:
Nothing in the end

Service
Value
Quality
Thumbnail of user sarahh450
1 review
0 helpful votes
November 3rd, 2018

My husband and I are from N. S. and had never tried an Air B & B, so were a bit skeptical when we were looking for a place near Denman and Hornby Islands in B. C. When we arrived at Cedar Acres B & B in Fanny Bay, we were very warmly greeted by the hosts and felt so at home that we are looking forward to going back. The hosts made us feel like this was our home away from home and it was a spectacular experience. We were blessed by them sharing their home as a B & B. Their meals were more than delicious and their home was very clean and comfortable with a beautiful view down to Fanny Bay in the distance, over their well-groomed gardens and orchard. They were very knowledgeable of places and interests we may have on the Islands. What a wonderful experience!

Thumbnail of user annab1643
1 review
0 helpful votes
June 10th, 2022

Airbnb showed full professionalism and a lot of empathy in canceling a reservation due to the death of a loved one. Airbnb employee was available at any time, communication was very quick and effective. I got so quickly back all payments and I really highly recommend use of Airbnb service

Service
Thumbnail of user valdemirog
4 reviews
3 helpful votes
December 12th, 2017

Ohhhh Airbnb...

Been using this website almost since it's launch and have found amazing quality for price deals time and time again.

I suggest looking at all the details carefully. Choose good places in nice parts of where yo are travelling trying to always read the reviews and stay in contact with the host.

There will come a time things are a little shady or even ghetto.

Tip for consumers:
Stuff happens overall the quality of staying in say an apartment is a million times better than an apart hotel or similar presentations.

Service
Value
Quality
Thumbnail of user harveyr35
3 reviews
0 helpful votes
October 17th, 2018

I booked a nice place in Auckland and the reservation went smoothly without any problems. The communication between the host and the Airbnb customer support team was prompt and efficient. No problem with payment nor anything. The website was easy to navigate. I will use this platform to make my future bookings for sure.

Thumbnail of user bentleyw3
3 reviews
0 helpful votes
September 15th, 2020

I booked my last trip with airbnb and I was very satisfied, our host was awesome and the price was really cheap

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About the business

Airbnb is a marketplace for short-term vacation rentals, room rentals, apartment rentals and sublets. Home and apartment owners (or renters) pay a fee to list, market and rent their places.

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