AirbnbReviews 2,101

Dealing with airbnb customer service is absolutely pointless, either their emails do not go to anyone or they simply have no systems in place for dealing with customer/payment issues. Airbnb think I owe money for a booking that was never taken up, I do not owe any money and have emailed them over 25 times explaining the situation. They continue to send me emails saying asking me to authorise them to take money from my paypal account. Even when it appears an actual person has responded to my complaints/explanations, they do not appear to understand and keep sending me generic emails. This has been going on for 3 months and they still cannot resolve this. I have had to resort to blocking them from my email to make this stop.

I was a host on airbnb for 2.5 years. I had a perfect profile - some people who checked out many other hosts told me i was one of the best on the site.
I started noticing an very disrespectful attitude Airbnb had toward me (and I'm sure everybody else), for example: I had the most strictest ban on smoking in my apartment (in new york city apartments are small, and smoking inside is just impossible), but one guest smoked anyway, Instead of evicting him without any refunds as i promised in my house rules, i let him stay and then claimed his security deposit.To my complete shock, Airbnb denied me! The guest admitted to smoking (in airbnb email system), I had pictures of cigarette butts in the trash, house rules were always there - both before and after the guest booked - they still denied me the deposit! I filed a complaint with BBB.org.
Guess what Airbnb does next? THEY CLOSED MY ACCOUNT! DEACTIVATED MY LISTINGS!
******
An update: I contacted SF DA's office, and they made Airbnbn refund me ALL the money I claimed.

For the last three years I have been using Airbnb as a guest quite often as my husband and I do travel a lot. Two years ago, while in China Airbnb got my money back after a bad experience with the host and the accommodation. This gave us more confidence in Airbnb. We felt protected.
So far all my reviews have been published, but the last one in Fes ( Morocco) still has not come out. I still gave Airbn top credit as company, but I lowered to three points the Fes accommodation just in relation to amenities. This, due to the low standard of the cooking area and not caring for safety. Otherwise I gave top credit as the apartment was a very well presented and arranged with gusto. The fact that Airbnb has not published my comments made me now think twice, in giving again top credit to Airbnbb.

Terrible! I submitted request for booking, they charged my card for entire stay over 90 days before the reservation. Owner contacted me via text for discussion about appropriateness of the rental. I quickly determined it was not going to work then during discussion I get an email saying rental confirmed. I send another text saying NO, I just cancelled. Then I immediately get a receipt that my card was charged. They claim they can only refund 50% on a reservation that should never have been made! Their final decision was to charge me $50 for the inconvenience of a reservation cancelled within 5 minutes that never should have been made in the first place. Forget poor business practices, this company lacks common decency!

FIRST: DO NOT STAY WITH DE LONTA IN LOS ANGELES! HIS BOOKING IS LISTED AS "PRIVATE ROOM, SAFE, COMFORTABLE IN HOLLYWOOD" I booked his flat for a night, not only did he give me a FAKE ADDRESS, he simply stopped communicating with me the day of the booking. I tried for 8 hours to reach him and to get AirBnB to straighten out this problem. Now he is STILL LISTING HIS FLAT. AirBnB says that they "are working with him". How is that the right thing to do? I don't think someone who gives a false address and then disappears should be allowed to continue to profit from AirBnB business, do you? How many other travelers will have the same problem I did?
SECOND: AirBnB should have a plan in place to make sure their hosts are reliable, and honest and "safe"! All I got was a refund and they think I should be happy about that. My trip was completely ruined. Too bad, it's a great idea but not backed up by a very good business plan.

New to Airbnbn - seemed like a good idea, created a profile, uploaded some pics, gained a couple of reservations for the summer - some nice conversations with the potential guests - then, whammo. "Virtual ID" - online verification process. Profile frozen, guests' money already taken from their credit cards - and nearly a week with no response from the company. Well, I've got a great place to rent, I'll advertise elsewhere, and Airbnbn just lost a customer.

I have booked a beautiful appartment on airbnb using their host for a appartment in amsterdam! Little did I no that the host needed a bank transfer of £550 to pay, of corse I paid this thinking this is how it's done on air Bnb as air Bnb had not clearly put on website that you actually pay them who then pays the host! It turns out now that as soon I paid this amount all contact was lost and the advertisement of the appartment was taken down off the website and now I am out of pocket for this amount of money! This's my hen do and it's caused so much upset and distress. I cannot afford to lose is much right before my wedding. I worry also that air Bnb do not. Heck these people out to see if the host is the real deal! So this person could con a lot of people including myself! I have contacted air Bnb three times but no response! EVEN MORE ANGRY! I do not recommend this company what so ever!

We stayed at an apartment in Hong Kong bet March 17-21 2015 thru Airbnb listings at USD120/night. 26 reviews rated it nearly 5 stars. The place smell mildewy, A/C drips on your head in bed, front door has a gap, electrical outlets dangerously falling out, TV snow flaked, WiFi NEVER worked with 4 Apple devices including iPhone 6plus, 6, and iPad Air. Sheet, blanket, and pillow mildewy. It was the worse nightmare. Do not use Airbnb. Come review time, the owner and renter have to agree upon before posted. Now I know why a 5starvrated. Reviewed by Dr. C., USA

I can not recommend to use air bnb if you are planning a nice and relaxing holiday. Me and my boyfriend recently booked an appartement through air bnb, traveled all the way to the destination, just to get a message from the host that she is very sorry but she can not let us in the appartement, the landlord had exchanged the locks on the door and she could not get in. Okay, not cool but can happen. So we called Air bnb, convinced that they would sort us out with something else. Nope! We spent over half (!) of our day on the phone with air bnb to sort out a place where we could sleep that night. After a lot of hesitation, she finally agreed to book us a hotel room but when she sent us the details, we realized it was 45 minutes out of the city where we were staying. Great! Anyway... no choice, we drove and stayed there for one night. The next day she had sorted us out another appartement, so we were happy and thought our holiday could finally begin. Nope! We got to the appartement and the host was there to give us the keys. She said she would leave in a few hours and we could have the flat from 3 PM onwards, she would take all her belongings with her. Sounded good and when we came back at 4 PM to "move" in she was gone. Unfortunately she did not clean up anything and the flat was quite dirty. Also she did not have a douvet and proper pillows, all in all it was very strange and not enjoyable at all. I understand that she was probably just trying to help out but air bnb you should do better. I was very disappointed by how the situation was handeld by air bnb and it made our holidays not really enjoyable and relaxing! They paid for the night in the hotel and this new apartment but we did not get any money from our previous payment back. They gave us a voucher over 160 $ for our next air bnb stay, though I don't think I will ever use this service again. If you are looking for a place for your holidays and you are looking for a relaxing holiday, don't go with air bnb!

I've used Airbnb 4 times, with 2 out-of-the-country and 2 domestic rentals. Overall, my experience with Airbnb has been disappointing. After looking at great property photos and reading multiple glowing guest reviews, I have found inaccurate representations of properties, problematic communications with hosts, incorrect rental information, stained bedsheets, and filthy apartments. My first and only less-than-positive rental review was not published as the host did not review me in time. My most recent experience included an apartment which hadn't been cleaned prior to our arrival due to a cleaning service mix-up; the host didn't respond until the next day. In the meantime, my husband and I did laundry and dishes and cleaned for nearly an hour after half a day of traveling. Airbnb refunded us the $60 cleaning fee, and thus resolved the issue.
I do not feel the Airbnb provides consistent, high-quality service. I feel duped after several Airbnb interactions, and do not plan to recommend or employ Airbnb services in the future.

Recently went on airbnb.ca (canadian site) and booked a place in Florida for spring break with my family. Booked a place that was advertised as $200 CDN per night. When I received my credit card bill airbnb had charged me $200 US per night. After numerous emails with Dennis from airbnb they refused to refund me the difference stating we had made a mistake. The only mistake we made was using airbnb to rent a place. Airbnb is a dishonest false advertising company that I will never use again.

The laundry list of bad service starts with the fact that I had to go to gethuman to find Airbnb's phone number. Next it seems that if you are not connected to Facebook, Linked or Gmail it is impossible to get "verified" so you can use their services. I AM A 65 YEAR OLD BABYBOOMER WITH MONEY TO SPEND. Airbnb isn't what I would describe as helpful for me. If they aren't helpful on the front end why should I think they will be helpful or cooperative when there is a real problem. So far it has taken over 14 hours for their folks to get back to us so we can book. Our "reservation" timed out. They have a great idea. I can only hope someone else enters into the field but can spell service. I am thinking that Hilton sounds better and better.


These guests are thinking that this is like a hotel. If they are looking for a Hilton then they need to book a Hilton room at 5x the rate. I have a one room eff. With private bedroom & bath. It is attached to my home and I describe it as such. However, the reviews that are left from some do not understand or have no experience staying anywhere other than a hotel and expect the same amenities but want to pay less than 1/2 the price. I am very accommodating and ask my guests if there is anything else that they may need after the 1st night and tell them to call me if they need anything. I leave coffee, water, fruit/pastries, and toiletries but some guests still manage to find fault with something.

Website has serious technical issues and they have virtually no customer service!

Airbnb has already charged me over $1200 (more than I ever thought I would spend) for 10 nights reservations. But I am trapped in online hell because their site has frozen me out. I can't even access communication with the people I have paid Airbnb to rent from. This happened when they asked me to "verify my ID". This intrusive step requires you to upload a picture of your drivers license and give them access to your Facebook page among other things. Because of "glitches that might have something to do with me using Apple's Safari browser" I can't complete the verification process, and all links lead back to the broken verification page. I have an upcoming trip for which I have paid over $1200, I can't back out and get other lodging, and I can't communicate with the landlords I have paid. I don't even know what their addresses are. This trouble has consumed many hours over several days. They have absolutely no customer service, the people I have been helped by are from the "community" and do not have knowledge or access to fix my issue directly, just some vague reference to an "escalation". On their Facebook page, every time I check, I find a steady stream of other poor suckers like myself who are shut down due to the verification. I am running out of time to get this fixed before my departure. Another issue... as mentioned by a previous review on this site... the calendars are not kept up to date and you can get a false sense of security thinking places are available, then when you try to book the landlord tells you their rental is not available for your dates.
All this and I haven't even started my trip yet.

Avoid airbnb.com. They have what appears as some good properties, but the availability dates are never accurate. After entering your CC information, you'll get an e-mail from your want-to-be host that your dates are booked. So sorry... spend hours trying to find another place. After all, time isn't money, is it?

Another Anonymous money grabber -with no customer contact e. Mail. Forget them go direct to the owners of all accommodation!