AirbnbReviews 2,102

I have a guest who booked on March 17th. However, on April 4th an order for our area was put in place that guests had to stay for 14 days. I reached out to my guests and explained this to them. They explained they can't stay that long and now can't even leave their state due to a current order that was put in place for their area. We both reached out to Airbnb to request that the booking was cancelled at this time due to these orders and we were told- we could cancel, but they would not refund the guest money and I would be penalized for the cancellation because the guest booked after March 14th. We have no control of the orders that have been put in place after the booking happened and shouldn't be penalized as we are trying to follow the law and assist with health and safety of all parties. Airbnb is being completely unethical. They are more interested in keeping guest money and penalizing hosts like myself, just to make a few $$, rather than following what the laws are and taking everyone's health and safety into consideration.

The min stars you can give is 2 I wouldn't give one but wanted to write this review. Our trip was cancelled by our airline to go the California during covid. Airbnb site said trips booked before 15Mar20 would revive a full refund. Our trip was for 6May20 the Airbnb agent said covid could be over by then and send government documentation we couldn't travel?
After going back and forth for 5 weeks we did get our refund but worst experience ever I won't use Airbnb ever!

Cancelled my booking on march 13th at exactly 21:29 and they are refusing to give me any sort of refund. When I questioned this I was advised that if i cancelled on the 14th of march (bearing in mind this the 14th was a little over 2 and a half hours away) that I am not entitled to a refund. I've used this company multiple times and it seems when the going is good they're grand but as soon as there is an issue nevermind a global pandemic they seem to lack an sort of human empathy. Absolute corporate greed. I know there are a lot of cancellations that they are dealing with but I hope that they know when this is all said and done nobody will touch them. For the sake of 2 and a half hours you are ROBBING me of 600 euros. Absolute sham will never ever come near your company again. I'd rather sleep in a sewer for my next destination that ever do business with you again. Well done AirBnB the face of human empathy.

I had booked a stay at an AirBNB in Boston for the end of April. With Covid-19 restrictions we are unable to go. We could not get our whole deposit back which is sad and difficult. What is deceitful is that we did not even get half our deposit back. It states if we cancel before April 23rd we would get a 50% refund minus the service fee. I had a $945.82 deposit and got a $102.32 refund. The non refundable service fee was $193.50. I contacted the owner and he said the refund only applied if the full amount had been paid. I think it is deceitful to post all over the site 50% refund if you cancel before that date and then bury deep in only one place in fine print that it means only if you had paid the full amount not just the deposit. I also contacted AirBNB with no response yet. I will never use that site again. Back to traditional hotel stays I go.

I was serving as a Peace Corps Volunteer and evacuated from Uganda, East Africa March 18th because of the Coronavirus. Upon my return from Africa, I began staying in a motel on the outskirts of Lexington, Ky., my home of residence. After nearly two weeks of staying in the motel, I decided I should start looking for another alternative of accommodations because of the expense. I found Rachel Calderon's AIRBNB online and decided to make the reservation. After I confirmed the reservation with a credit card, Rachel Calderon emailed me and informed me that she has a toddler and her and her spouse would be around most of the time. She expressed concern of my health status, and I assured her that I am fine and not contagious. The next morning I contacted Peace Corps regarding my accommodations and informed them of my intentions of relocating to Barbourville. They discouraged me of doing so because of the potential health and liability risks I was subjecting myself to, so I immediately cancelled the reservation. The cancellation policy states "Free cancellation until 14 days before check-in (time shown in the confirmation email). If booked less than 14 days before check-in, free cancellation for 48 hours after booking, up to 24 hours before check-in." I was well within the window of opportunity to receive a full refund. I have since received notice that Rachel Calderon is refusing to issue a full refund my money, which is a little over $500. I have since began the disputation process with my credit card company and notified AIRBNB. It is not only irresponsible of R. Calderon to accept guest reservations without first making them aware of a very young child who will share the quarters, it is fraudulent, because the guests are placed in financially binding position where she can steal their money if the guests don't want to risk their health or be liable for a child's.

On AIRBNB the accommodation is titled "Cozy Room for Rent Close to College and downtown," in Barbourville, KY.

Awful experience. Despite the Covid-19 pandemic they fought me on issuing a refund. How can you refuse to refund customers when travel is restricted?! Awful experience. I will never use again and do not recommend because if anything happens that prevents your trip they are not forgiving. And I asked the host for a refund considering the trouble I was having with the company and she declined a refund. What a dreadful human. Entire encounter was unbelievable. In the end I got a refund but after I had to submit proof that travel was being restricted.

We had a long awaited vacation to Japan and I reserved 5 night stay in Kyoto with Airbnb - what a mistake! Of course I was not able to make the trip to Japan due to the Covid-19 outbreak.
Fearing I will not be able to return to the US, I cancelled. I specifically stated that I have to cancel due to circumstances beyond my control.
I requested refund over the phone - not before being warned that the wait time is "several hours" - unbelievable...
I just got their reply that I am not entitled for a refund!
This is the only provider that did not refunded me for my cancelled travel - and I had non-refundable airline tickets!
Airline and hotel agencies did not charge me or refunded fully and only Airbnb took all the money I paid and refunded nothing.
The pleasure costed me ~750$ for a trip that I was not able to make, and this is while they are telling people they are fair and cover you fully for the outbreak.
I am sure that at the time of the cancellation I was notified I will be refunded the Airbnb service of ~160$, but unfortunately I did not took a screenshot, so they are not even going to refund this amount!

I am so angry and frustrated and swore to never ever even consider doing business with them in the future.
They don't understand that for the short term gain, they will pay greatly in the long run.
I almost never write reviews, certainly not negative ones on an entire company, but they earned it.
Never again!

Air BNB is only giving 12.5% on bookings tell may 30th. After that they expect hosts to get bookings which is completely unfair as there are no bookings left. This 250 million dollars they put aside only gives less then 100 dollars a booking. This is not close to enough to pay for Bill's. Us as hosts can select how our cancellation policy will be and mine is the hardest setting, yet I'm not getting enough to pay for the Bill's? Over all never would use this service ever again. Someone needs to sue air bnb. They are braking the host contract which has screwed me and many hosts over in the past but this is not allowed.

We got caught in the horrible Covid crisis, stranded in Europe having to cancel a $1600 booking in England because of a mandate to return to USA or be stranded. The owner of the BNB was not the host and unmasked himself and refused to refund the booking. Airbnb said they had a Covid $100 refund policy but when we activated the request they gave this lame request for government documentation of the mandate which took time to find! Then they just went Zero Dark Thirty on us! Acting like they were unaware of the US order!

Renters beware!

The company would not give me a refund or even offer a credit during the Coronavirus quarantine.

I reached out multiple times in March 2020 re: a May 2020 trip to Philadelphia. The government had deemed it dangerous to travel for non-essential persons, and therefore the event I was attending got canceled.

When I reached out to the owner, *******@philadelphia and asked for a full refund. They replied that they were abiding by Airbnb's coronavirus cancellation policy and asked that I go through the Airbnb website to cancel.

I received only an automated response from Airbnb saying any cancellations past April 14th are at the owner's discretion. The owner then declined the refund and said that they don't have to give me my money back even though I was canceling 2 months before the check in date.

I then had to go through the added trouble of disputing the charges with my credit card.

This is my first time ever using Airbnb. But I'll never forget how they treated me during this time, coming from New York City with everything that we're dealing right now and having this issue go unresolved added to the stress.

A company that doesn't care about you during one of the most turbulent and difficult times the modern world has ever faced, is NOT a company that's going to have your back if something goes went on your trip.

My extended family and I go to South Padre every year for a family vacation. A month ago we booked a condo through Airbnb. With Covid-19 hitting the United States hard, myself and another member of my family in another town are shelter in place. Myself and two other members of my extended family are essential employees and are now unable to take the time off of work. Airbnb refuses to give us a refund and now refuses to even give us half of the amount paid back. They are telling us Turnkey has the money. Turnkey says they have not received the money from Airbnb. It is a shame that in people's time of need a company can be as ugly as this one is. To think, I am working so people can receive the medical equipment they need right now and this is the appreciation a company shows. I would not recommend this company to anyone.

This is my first time going through Airbnb for a place to stay while traveling. On Jan 18th 2020, I reserved a place in Scotland for 3 nights and they immediately charged my credit card $662.91. There is a full refund within 48 hrs and 50% refund after that excluding extenuating circumstances.
Under Airbnb's emergency or unavoidable circumstances:
Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn't include existing diseases that are associated with an areafor example, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.
Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location.
Safety and security threat advisories issued for the listing or experience location or the guest party's departure location.
Our group met all of these with 2 women were in their 70's and 1 is immunocompromised. Furthermore, the USA has Scotland (UK) as Level 3 Travel Health Notice: CDC recommends that travelers avoid all nonessential travel to the UK.
At this time that the country is going through this very scary pandemic especially for the elderly and immunocompromised, business like Airbnb should be working with people instead of against them. It is inexcusable for this company to keep almost $400 of my money for something I have no control over. They know we are unable to travel and have no recourse other than to cancel our trip.
My advice is to stay away from this ruthless, greedy and uncaring company at all costs. When it comes down to what is more important; your life or their profit, you will lose every time.

Booked an AirBnB near Cambridge, paid for it and received a receipt. Everything seemed fine until we went to book in at about 3 pm. The house was deserted and closed up and we had nowhere to stay. Luckily, we were able to find an alternative but at a higher cost and not so convenient for our purposes. We had to drive for about 40 minutes to get to the place we had found as an alternative.
We have been told by the host that the listing was supposed to have been removed from their site as she had moved away a few weeks before.
Getting in touch with AirBnB is extremely difficult as it can only be done by phone with an hour long wait or by online chat. In either case, we were told that the case would need to handled by someone higher up who would get back to us. This has happened three time so far and it is now 2 weeks later and no sign of a call back and no sign of my money being returned.
AirBnB seems to be one of those organisations which runs fine as long as they do not have to provide customer care or satisfaction.
Really annoyed about this.