Airbnb

We booked an Air B'B for a three night stay in Brookings, OR. When we arrived the host told us we could not stay there because we had a U-haul (which we had because we were there to cater a wedding). When we read the booking agreement, it said two vehicles. Under House Rules it said nothing about U Hauls being prohibited. If it had, we would not have booked that BnB. Since the host denied us accommodations we had to book motel rooms for our party (with no advance notice) for those three nights. And some of us ended up camping out the first night. As soon as we were denied service, we called Vacasa, which apparently booked the B n'B even though we originally booked through Air B'B. They denied us a refund. So we called Air B'nB itself three days after we got home. The Air Bnb representative we spoke to said that we should have contacted Air BnB within 24 hours of the denial of service in order to get a refund. We were scrambling just to find any place to stay for those three nights and to cater the dinner ( 110 people at $100 a plate). Since we did not file the complaint within 24 hours, the representative said that since we did not follow Air BnB policy (which policy was never provided to us) we would not get a refund unless the host (who was a complete jerk) agrees. Which he won't. I cannot think of any other situation in which you have to pay in full for a service which was not provided to you.

Airbnb is robbing people who have to change their travel plans due to COVID. They would not refund my $870 paid for a place that we could not stay at because be had to quarantine in New Jersey for two weeks and this location was not available for that period of time. I booked a different location and requested a refund from the first location but Airbnb would not give a refund even though we would have been violating the Governor of New Jersey's orders to stay in one location by moving to a different location. Do not book with Airbnb, especially Tomas in Hoboken, New Jersey.

Terrible for hosts. Does not have a way to enter local taxes, so we have to eat the cost and pay for it ourselves. NO CUSTOMER SERVICE CONTACT TO BE FOUND ON THEIR WEBSITE. I had to find a phone number on a website called "airbnbhell.com", because they do not want to talk to their customers. Very poor resolution of issues even when you do talk to them. Damage deposits claims not paid to owner despite having photos of damage. No way to get renters to sign a rental agreement through their site/app. WORST CUSTOMER SERVICE I HAVE EXPERIENCED - I never thought I would feel this way, but VRBO is MUCH better.

I didn't complete my profile several months ago when I thought I might try it for a trip I was planning. When they asked for my DL, I abandoned... who wants all of that info on the web? Last night I started getting texts from people all over the world wanting to confirm dates for my NYC apartment. I don't HAVE a NYC apartment. I called the Customer Service Number to advise them and take down my profile immediately. I waited 30 minutes on the phone and then the agent said she couldn't cancel my profile. Someone would call me in a day or so. TERRIBLE SERVICE and SECURITY. I will NEVER USE THIS SERVICE EVER! Still waiting for my call to confirm cancellation.

The booking experience through airbnb was the easy part... That's where it went downhill...
My sister and I used airbnb to rent (what appeared to be) a cute two bedroom, two bath place in the California wine country. In addition to the daily charge, we paid a cleaning fee. We arrived to a locked door, and no key where we were told it would be. The house not only looked as though it had not recently been cleaned, it looked like it was never cleaned. There was long expired milk in the fridge, filthy floors, broken fixtures, etc. I could go on and on. The place not only looked dirty, it smelled dirty. We swept the floors, dusted, cleaned baseboards and kitchen cabinet doors and counter tops, and washed the sheets before we dared to sleep in them. The interior looked nothing like the professionally taken photos in the listing. The most baffling thing of all is all of the positive reviews for the property! Not only do I not trust airbnb to honestly represent properties, I now know that they care nothing for the condition or cleanliness of them. I will NEVER use them again and would advise against it to anyone who asks!

I recently stayed in Woodbridge, Va and thought that it was going to be an okay experience; however, it was an experience from hell. The first weekend the couple had a party that last for 2 days. It started on Friday night and ended Sunday night. No sleep for me, but Im not a complainer. I wasted a drink in my room in which the carpet was dirty. The Host stated that I damaged their carpet and caused ants. Really the ants where there when I got there. So Airbnb sent me an email to disgust the matter and they give me 72 hours to respond. Well, I didn't see the e-mail and when I did they said that it was too late and they had reached their decision and was charging me 73.00. I sent several emails on my behalf and they took the money out of my account without telling me when they were going to do it. Nor did they have authorization to pull money from my account. Charge me, but don't steal from me... Be careful for apparently they can go into your account without you giving them authorization.

Air bnb attempts to avoid human contact by all means, the phone number alone is hard to find.
Most important is the DEPOSIT to the homeowner is not TAKEN at all. Legally, this is NOT a deposit. In the event of VIOLATION of no pet policy they require proof of damage and the homeowner to go through hell to get any type of deposit. In addition, The Homeowner, the one taking all of the risk in this lease, does not get paid until the guest are in the house for a min of 24 hours. This is a terrible situation for a homeowner since a total stranger can take possession of a home with no money transferred. Go TO VRBO/HOMEAWAY,, if someone traveling does not have a deposit, you do not want that traveler. 25 years experience at renting here.

Nowhere on the Airbnb website does it tell you the Safari browser won't allow you to write a review about a stay. The host/hostess depends on these to be in good standing. I tried first on my phone and then on my computer, once home. No response to my request for help -- writing this in the only area I could find to actually contact anybody. A week later and no answer still.
My hostess happened to have a phone number for customer service (not sure where she got it) and I called. They had no work around for a way to submit a review w/o going on Google or Modzilla. I had no problem finding a place to stay, communicating with the owner, and making a payment with my Safari browser and so never suspected my browser was preventing me from interacting with them.
Very disappointed they can't do more to accommodate all their customers -- or at the very least tell people what browser is required. A disservice to the hosts and a disservice to the guests. A great company if one never experiences problems.

Airbnb rental had doors broken, roosters in backyard. Pool filthy. Listing not accurate No customer support from airbnb! I will never use airbnb again!

Airbnb are flawed. Im a seasoned traveler and have Airbnb'd a few times at this stage and hotels and b and b's etc - with Airbnb - Once you receive the keys of the apartment into your hand you are responsible for ANYTHING that goes wrong or is broken. So for example. The tv is broken before you arrive or the dishwasher or a press or a door and no one says it to you - it's broken by a previous person etc - you will have to pay for it's repair or a new one. A tv could be 600 euro... you are not protected. Airbnb are the only company that Iv ever come across that will not protect the customer.
Another flaw - is if you leave something behind - there is no reinforcement by them to get the owner of the property to send it on to you. Appalling. BE VERY VERY CAREFUL WITH THEM - YOU CAN GET SCREWED IF SOMETHING IS BROKEN AND YOU DO NOT SPOT IT THE MOMENT YOU GET THE KEYS IN YOUR HAND!

GLORIFIED FRAT HOUSE; 811 Connaught Avenue Ottawa guestroom has not seen a dust rag nor a vacuum in months; the guest bathroom has never been cleaned; linen not changed; garbage left in room over weeks; front door remains unlocked at all hours; faces Carling Avenue a major thoroughfare in Ottawa; a pair of grey gloves went missing; poor to no wifi connection making the smart TV useless; family members who live in the home includes two pet RATS who had not seen their cage cleaned for over 20 days! Overwhelming odor! RATS's cage place on the patio below the guestroom's only window; no mention of pets in the listing; upon confirmation of booking was not made aware that there were pets in the home let alone two unattended RATS; lodgers beware unjustifiable nightly rate! ZERO star

Stay away from this lousy outlet you will regret it at the last moment when all your travel arrangements are made they will without giving any reason CANCEL on you and you will be left out to find something last moment and at a much greater cost.
AIRBNB cancelled my reservation that I made to go to my daughters graduation and had folks coming all the way from Australia only to find out at last minute that my reservation is cancelled and to top it all up airbnb customer service so lousy its simply unbelievable.Its simply a ONE sided business no customer relation.If I canceled I would have lost all my money and if they cancel its simply you get a lousy letter explaining how to REQUEST a refund that will take 5-10 days.

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.

Absolutely AWFUL experience. I booked two condos for a family trip to Yellowstone and Grand Teton National Parks. BOTH condos were canceled by the owners, one about three months prior to our stay and another ONE WEEK PRIOR to our stay. I had to book other arrangements at nearly double the cost due to having to book so late! Not only that, there is no way to leave a negative review on an owner if they cancel your reservation so who knows how often this stuff is happening! To top it all off, it's nearly impossible to actually SPEAK to anyone at AirBNB about complaints or issues. I called their number and was on eternal hold. DO NOT USE THIS SITE!

Reading various reviews on about a half dozen sites like this one and looking at the plunging numbers of GENUINE SINGLE OWNER HOSTS on Airbnb -- down in the US to about 1 in 3 properties from all properties at the beginning as the VISION of Airbnb, I see my own experience expressed over and over.

Their support is a bureaucratic wreck of English as a second language cut-and-pasters who infuriate with their inability or perhaps simply authorized refusal to address issues in a responsible, logical way.

As a long time Superhost, I have, as have other Hosts, been undermined, misrepresented, manipulated, stolen from and left without recourse.

"Get used to it" may be good advice but like so many -- check the stats to US, UK) I may just leave. The clueless officious Ambassadors are slowly but surely taking the pleasure out of hosting.