AirbnbReviews 2,102

Rented a home in Kirkwood section of Georgia. Listed as 2 bedroom, 2 bath, sleeps 5. Complete kitchen to prepare meals. Fireplace. Close to shopping, dining. When we arrived found 3 bath towels in the master bath and 2 in the guest bedroom. Total of 3 renters, there for 4 days. No washer, dryer (which we knew up front) expectation is that we would have more than 5 towels for 3 people for 4 day stay. No hot water water in the kitchen sink... had to bowl water to wash the 2 dinner plates & 4 soup bowls. One medium size sauce pan, 1 small fry pan, and 2 small veg pans. Dishwasher with no cleaning products. 1 roll of paper towel. Fireplace with no wood, no fireplace screen. Day 2 of our stay, no HEAT - temps went down to 36 degrees. No extra blankets in the home. Host was contacted 3 times. Heat was never fixed. Front door handle on day 2 came off in our hands which controlled the access to the home. Contacted host -- sent his Admin person to "fix" never fixed. The purpose of our visit was to see our sons who were flipping a house in the neighborhood. Expected to be able to prepare meals for them during our stay. Thanks to Walmart we purchased additional towels, cookware and paper plates to eat from. Along with a case of paper towels, napkins, can opener. If not for the proximity to where our sons were working. We would have stayed with friends of ours in Roswell. Idea was to be across the street from the Flip property. This stay was horrendous and our refund on a 491.00 was a total of 125.00 NEVER AGAIN. FROM NOW ON VRBO. How this host and home qualified as a SUPERHOST is beyond comprehension. Who is vetting these properties? Renter beware with AirBnB!

Of course, sometimes there offers that are cheaper in comparison to the reservations of the hotel, BUT there are many disadvantages:
- there is no exact location when you check the offer
- a lot of information is hidden
- you need to write something to host before booking
-the most important thing - there is no support from customers service. They are just neutral and do not protect the customer at all.

I have recently experienced the situation that the information about additional fees for the later check in was hidden in additional information which is absolutely unfair! Aurbnb should control what the offer of the host contains. I asked for help airbnb but they didn't help at all, they didn't help to cancel my reservation, so I'm completely disappointed.

Be aware that this company doesn't protect you as a consumer from fraud nor situations you may find yourself. It is a true gamble when you make a house reservation with Airbnb. Pictures don't always reflect what you may find. If the house is great and the host is great, it is a great deal. However, Airbnb will not refund you if you arrive at a house and find rugged, dusty, and stained linen at the house and the host refusing to correct the situation in any way.

We found ourselves in that second case and had to find a hotel late at night after dealing with the host and her husband for over 2 hours. We didn't touch anything in the house, so no cleaning was even needed. Airbnb withheld the cost of 3 nights and would refuse to refund a remainder without much of explanation what policy it states the amount they decide to withhold. According to their employees, they don't require the house have newish linens, only reasonably clean! House also was on drying well, so the water usage was very limited and unacceptable. Toilet flushes were also highly suggested to limit in the house due to water limitations.

They canceled my reservation the morning of the day I showed up. Got into Orlando to go to Disney world with my family, showed up to the condo at 9pm. They said I didn't have a reservation. When I went to show them my email confirmation, I saw an email cancelling my reservation that was sent while we were on the plane. After being on hold for an hour waiting for resolution, the condos we were supposed to stay at came up with another place for us. I never got any other explanation except that the host we were booked with violated terms of use. Arriving at a destination with your family and not having a reservation when you think you have one is the biggest nightmare of taking a vacation and I will NEVER USE AIRBNB AGAIN.

I booked a beautiful place in Fort Collins, Colorado for a relaxing weekend. The listing did not have any exterior pics but now I know why. When I arrived, the rental was in the middle of a junkyard. Old boats, RVs, ladders, trash cansyou name it. I complained to the host who refused to refund me. I then complained to Airbnb who also refused to refund me. I got a curt message from Airbnb that because I appeared mad, they weren't going to help me out. I ended up filing a dispute with my credit card company and the Attorney General. I'm still out that money but at least there's a record of Airbnb's lack of quality control and complete lack of customer service.

Use Airbnb at your own peril. I have heard of friends using Airbnb for years with mixed results. I have a family event this month where we needed housing for a fairly large group (12 people) so I decided I would try it. My wife and I spent a few days reviewing search results and found what looked like a good match. When I proceeded to reserve the property one of the items Airbnb required was a digital picture of a government-issued ID. ARE.YOU.KIDDING.ME? Their justification was they wanted to make Airbnb safer for everyone. It certainly doesn't make it safer for me. Far down in the justification they say you can delete the pic 90 days after you complete your stay. A lot of good that does. Has anyone heard of backups? My credit rating and identity are not for sale to make the Airbnb experience "safer for all". Needless to say I did not book the property and will never book one through a company that has such a blatant disregard for my security.

Have used AIRBNB for about three years now all over the world about 40 rentals. After my last rental and issues with AIRBNB. I will never use this company again. MY wife and I had a rental in Royal Arkansas to visit hot springs national park. The host of the property misinformed use about the address. Would not answer his phone waited out side for an hour and a half after check in time. Host finally called and told us where the key was. We went in side and the place was a mess. None of the beds were made with dirty sheets pilled on top. There where dirty work clothes hanging in living room with dried mud on them. There where ashes in the bath room sink and dried urine on the toilet. We canceled the stay at this point. A report was made with AIRBNB about all of the rules violations and the conditions of the property. We where told sorry we are a third party and can not get involved. I contacted the owner and was told every one else has liked his property and nothing that happened was his fault?. We lost all of our money for the stay. Please read other web sites and see how bad AIRBNB really is!

Booked an apartment via Air bnb with their so called Super host. As a first timer i had several queries. The email sent told me that they will send me my check in instructions 3 days before my check in dates. Failing to receive all these details i tried to message the host and also calling the host but it took the host days to reply me. They replied only after i contacted the Airbnb support. TO MY GREATEST SHOCK the host sent me an email telling me they discovered an issue with their electrical panel less than 24 hrs before my check in expecting me to find lodging in 24 hours for 9 guests. The host sited Safety reasons. ALL MY GUESTS N MYSELF ARE Chinese. Is this fair treatment?

I was traveling with my 88 year old mother and handicapped daughter. We booked a place that said it had a kitchen, a television, a washer and that we had the place to ourselves which is what we requested. We arrive late in the evening and it had NO kitchen, NO working television, NO working washer AND we would have to share it with the woman who owned it and several others. We were told to go to a hotel ad they would reimburse us while they found us a new place. Sounds reasonable but the next place only had one bed so again they said go to a hotel and they would reimburse us. Finally on the third day we get to a place that is adequate and guess what despite the promises they refused to reimburse us for the hotels. Dishonest and inaccurate representation of the listings, dishonest promises and hours spent on the phone when we should have been able to enjoy our vacation. I am still fighting this battle Despite the fact that I have recordings of them promising the reimbursements and it is in the noteds on our account they still are not honoring them and we wasted days and the stress of moving my elderly mother, handicapped child and lugging heavy suitcases from place to place. I will NEVER book with airbnb again, I hadn't seem my mother in a year and airbnb's lack of integrity and dishonesty ruined our vacation..

I received so many requests from airbnb about writing the review for my recent trip, and after writing the review it was "error" sign and I had to write it again. Next day I saw 2 reviews and the most recent one was combined with another one that I wrote before. I asked for the help from Help Centre and they deleted all my 2 recent stays, when I asked where are they, they explained that I have 2 accounts, but I don't. Before asking for the help all 4 my trips with the excellent reviews me as a customer, I realized my account is totally CLEAR. Please avoid this company - the service is really poor.

I used to manage many AirBnb's on the platform but use it less for several reasons:

1. Last 2016, I had a guest who needed emergency services and I was on hold for 6 hours on the phone waiting for an AirBnb representative to assist us.
2. So far, the customer service agents that I have spoken to who help in AirBnb resolutions are untrained and they are not equipped to assist in these matters. Often times I have had to cover charges for guest for cleaning overcharges as when provided with proof with invoices of the cleaning charges, the agent would only mention that the charges that we charge for cleaning should only be the charge that the guest should pay for, even if the guest has left a mess and we have had at often times cover for the cleaning charges even surpassing hundreds of dollars (our guest have stayed for several months and we deep clean after their stay).
3. I have, on several occasions, attempted to speak to AirBnb agents and when I bring up an issue, they put the phone down.
4. There was a $2,868 charge on our credit card account from AirBnb in which they could not explain why our credit card was charged this amount and have requested for me to reach out to my bank. The bank can't assist in these matters, it is AirBnb who charged our account.

It has been disappointing doing business at AirBnb and I have slowly moved my business outside of Airbnb due to the unprofessionalism and system that is not pro-host and unorganized. I gave this review a 2 since I was at the AirBnb Open and thought it was inspiring. Other than that, the platform needs several improvements and adjustments and the customer service needs improvements as well.

We booked a vacation at Lynn Mass near Salem. Our first time using Airbnb. When we got there the actual home was nothing like the photos. My husband and I immediately called Airbnb and the host and told them we would not be staying there as we did not feel safe and the unit was not as listed. Numerous messages back and forth all week and then 6 days into the vacation we were finally told we had to cancel the reservation online ourselves in order to get any money back. I did as told and was only given a $50 refund for a $950 stay. You would think Airbnb would have told us this the first day when we called to tell them we were cancelling and would not be staying there. Airbnb is only concerned with the hosts... not the guests. I asked repeatedly for this to be given to a supervisor and it never was. A total SCAM!