• Airbnb

Airbnb

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Overview

Airbnb has a rating of 1.54 stars from 2,084 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): 7.9%
Positive
9
Neutral
3
Negative
102
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

“Airbnb”

Jaie L.
3/22/24

I've used Airbnb for several trips and have had mostly positive experiences. The platform offers a diverse selection of accommodations, ranging from budget-friendly options to luxurious rentals. I appreciate the flexibility and convenience of booking through Airbnb, and I've found the communication with hosts to be generally smooth. However, I've encountered occasional discrepancies between the listed amenities and the actual property, so I always read reviews carefully before booking

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 (2,084)

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 jaielohrenzvdndb
6 reviews
0 helpful votes
March 22nd, 2024

I've used Airbnb for several trips and have had mostly positive experiences. The platform offers a diverse selection of accommodations, ranging from budget-friendly options to luxurious rentals. I appreciate the flexibility and convenience of booking through Airbnb, and I've found the communication with hosts to be generally smooth. However, I've encountered occasional discrepancies between the listed amenities and the actual property, so I always read reviews carefully before booking

Thumbnail of user soumyaranjanbehera100x
27 reviews
0 helpful votes
April 23rd, 2024

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.

Thumbnail of user guillermomaripan41
6 reviews
0 helpful votes
March 22nd, 2024

Airbnb has revolutionized the way I travel. The platform offers a wide range of accommodations, from cozy apartments to luxurious villas, often at a fraction of the cost of traditional hotels. I appreciate the ability to connect directly with hosts and the flexibility to book unique and authentic experiences. Airbnb has become my go-to choice for lodging wherever I go

Thumbnail of user tiffany.t
2 reviews
0 helpful votes
December 4th, 2023

If you are a HOST, airbnb is a great source of income. They only charge the host 3%, which is very low (credit card processing fee) compared to other booking platforms. Use this referral link to score an extra $40 in your pocket with your first booking.
Sign up to host on Airbnb and use the extra income to fund your passions. Here's my invitation link: https://www.airbnb.com/r/tiffanyc8035?s=39&t=131c0j

Tip for consumers:
Make sure you set your policies in the additional rules section for your guests.

Products used:
Hosting platform

Service
Value
Quality
Thumbnail of user steves2306
1 review
1 helpful vote
September 21st, 2021

Updated 9-29-2021. After careful considerating AirBnb decided my negative property review did in fact conform to their standards and chose to publish it after initially denying it.

I stayed at a place that was much worse than advertised. Dirty, poorly furnished, none of the promised amenities. There were few reviews in the past 2 years, prior to that there were a handful of positive reviews. There were NO negative reviews for this run down bait and switch property which is rather odd.

My review was unbiased, honest and factual, stating all the problems with no opinion at all.

I was finally told after several back and forth messages with AirBnb customer service that my review was removed because it was "irrelevant".

Yeah ok

Thumbnail of user anneem3
1 review
0 helpful votes
July 11th, 2022
Verified purchase

Airbnb has been great for us in the past. We've stayed in several different places and states and have never had a complaint - all have been 5 stars until Sue in Grand Lake, CO cancelled our booking and asked almost 3 times the advertised price we paid. I booked at $59 per night which seemed too good to be true. I wasn't too happy when the booking was finalized to see that it was actually a lodge, not a true Airbnb type venue. But for the place, time, and price, I was thrilled. Immediately after booking, I sent an email to the host to say how much we were looking forward to our visit next year. Within a few minutes I got an email from her saying it was a mistake, she cancelled our reservation and offered for us to book again at the rate of $149 per night. I checked later and the posted price was $159 per night, and I just checked again and it shows $135 per night. This host obviously doesn't have a clue how to run a business and their customer service is customer disservice. Airbnb is great, just watch out for bait and switch. I can't blame Airbnb but I was disappointed with them for not requiring a host to honor a booking unless there is a negative report on a customer that warrants them not wanting to accept their reservation. We have had nothing but 5 star reviews from all of the hosts we've stayed with. This is a one-off experience.

Tip for consumers:
Check with the owner/host before booking to be sure the posted price is accurate.

Products used:
Multiple Airbnb rooms

Service
Value
Returns
Quality
Thumbnail of user akselir
2 reviews
4 helpful votes
August 10th, 2019

In short, everything is very convenient. Three times I rented a house on the Canaries, through this service and all the times I was very pleased. It is much cheaper than staying in a hotel, and you can rent a really big house and choose any option that suits you. The only difficulty was in payment - I did not have PayPal - I had to register it.

Thumbnail of user jamiej89
2 reviews
0 helpful votes
October 18th, 2018

Had a great stay. There is definitely a big variety of homes available for stay long or short term, just need to search for one fitting u quality/ price.

Thumbnail of user ep238
3 reviews
0 helpful votes
June 30th, 2019

Booked a retreat in Bimini called ARC (owned by some entitled snob named Jenny). All flights that evening were cancelled due to storms and outages in Bimini and none available the whole weekend. I communicated very clearly to the host, who knew well before I did what the deal was. She kept the whole payment stating it was Air BNB's fault on returns (when she lied and actually it is her policy). Then stated she had to cover expenses, what expenses did I incur if i didn't use anything? Another lie. Well AirBNB and these folks are a perfect match.
I contact the rep at ABNB and they tell me to send them the emails showing the host stating there are storms and outages. To cancel the reservation and they will refund my money if the host doesn't. Next day I inquire cause the host denied within an hr of my refund request. Now the ABNB rep states I need a letter from the airline - I still cooperated doubting that they would honor their word. But fortunately they did refund my money immediately. I'm grateful for that and may try them again if nothing else is available out there like my normal hotel chains.

Thumbnail of user hadaras
2 reviews
1 helpful vote
August 7th, 2018

I tried for a period of 4 days to delete my Airbnb account, The first Supervisor dropped the ball and never had another supervisor help to get this account delete, due to a legal problem. Thank god for David. He took care of this right away!.

Thumbnail of user davep837
1 review
0 helpful votes
July 27th, 2022

Airbnb always worked for me. Honoured all agreements. I have stayed in 2 diff. Private Airbnb apartments in Barcelona, 1 in Vienna, and 1 in Bordeaux. I have stayed in someone's home (house or apartment) in seven different Airbnb's England (in one of them three times in three years) and in houses that were part or all rooming houses in 4 locations in England. In Canada, 7 times in someone's home (Toronto, Calgary, and Vancouver) and four times in an apartment in Toronto or Victoria. They have all been as advertised. When I left early due to dissatisfaction, I was refunded the amount (the host agreed to my leaving). When I lost a key to a lock, the host wanted $700 to install a new lock. Airbnb paid him $350 and didn't expect me to pay anything.

Service
Value
Quality
Thumbnail of user portial2
2 reviews
0 helpful votes
August 21st, 2017

Reading all the nightmare stories below would definitely make me hesitant to use airbnb. I've only stayed at two properties, one in California and Florida from hosts who had previous reviews and seemed to be well vetted. I also messaged back a few times to get a sense of who I was dealing with. Obviously there's some horror stories out there, so it seems to be a risk either way so just look for those properties and hosts with good reviews from previous travelers. I've never had an issue anytime my family and I have used the platform, but every experience is obviously different.

Thumbnail of user patrickg198
2 reviews
1 helpful vote
October 18th, 2018

Had a great experience booking. Just have to do your search and you can find a wonderful place for cheap.

Thumbnail of user pennya29
2 reviews
0 helpful votes
October 18th, 2018

Had a lovely experience renting in Cyprus through airbnb. Definitely a cheaper solution than staying in hotels either for longer or shorter trip.

Thumbnail of user paula773
5 reviews
10 helpful votes
July 27th, 2016

Airbnb is a very interesting place to be and it offers plenty of opportunities to stay besides of the hotels any day of the week. I have enjoyed using Airbnb for my travels and I will continue to do so. My wife and I have met some very great people using this site and have really enjoyed the places that we have stayed. We actually found a log cabin made of cedar in Knoxville, TN and had our honeymoon there. Eddie Arnold / EDDIE'S HOME THINGS!

Thumbnail of user blakew31
1 review
1 helpful vote
November 10th, 2018

Found some great places to stay through this site. Some cheap and neat places are available which is excellent.

Thumbnail of user nermanw
1 review
0 helpful votes
November 10th, 2018

Enjoyed all my stays were great. If you can spend the time looking for a great stay you can have a great experience.

Thumbnail of user steveb273
1 review
0 helpful votes
June 2nd, 2017

We stayed in Prague for 5 days, Lake Como for 3, Pistoia for 4 and Greve in Chianti for 4 with very good accommodations via AirBnb. The apartments were as described and the hosts met us every time. The communication with AirBnb and the hosts was excellent.

Our last apartment in Rome didn't work out as well as the others. The host met us and was helpful but his toilet would not function properly. He fixed it once but the second time it stopped up and would not flush was too much for us and we left for a hotel. The host offered other accommodations but we were done.

My real disappointment is with AirBnb. They pestered us as soon as we left one city for reviews. We did them. It was easy to be positive. Their tease is that we could read our hosts' review of us once we completed our reviews. We really had little concern for our hosts reviews of us but we did read them with no surprises. My wife and I are in our sixties so we are not much trouble. However the last review was half positive (our host did try and we liked the apartment next to the Vatican) but the plumbing failures were too much for us and a negative narrative in the review. AND it has not been published a week after I wrote it. The positive reviews that I wrote were published quickly. I hesitated to write a negative review but i felt I owe more to my fellow travelers than to my host. I am disappointed in AirBnb for not publishing my review quickly!

Thumbnail of user sandeepr9
1 review
0 helpful votes
July 25th, 2017

I have booked a room, through airbnb website online, while booking my net connection fluctuated,
I was worried but one of my friend Kishore suggested me to wait for the confirmation, he is president of aibnc. Website.
After 5 minute when I have re check my email I got confirmation, but still I was worried about the room because the room rate was very much cheaper other website, when finally we have reached Shillong golf link I was very happy the hotel staff welcomed us and shown us our room it was very good. Overall it was a nice experience

Thumbnail of user antep1
2 reviews
0 helpful votes
August 4th, 2017

As a host, I'm very satisfied with Airbnb. I believe that feature of hosts giving reviews to guests (not just the other way around) somehow attracted the best possible guests. Those who don't care about how the host will feel about them just don't use Airbnb - who would want to have public internet profile with bad things about themselves.

The bad side of Airbnb is that don't really seems to care about hosts problems, bugs in their web pages or other problems that a host can experience. Response is slow or non-existent.

Service
Value
Quality
Thumbnail of user stepheni40
3 reviews
6 helpful votes
March 5th, 2018

I've been traveling with a friend of mine and we decided to use Airbnb to rent a place in Rome as we stayed there for a couple of nights. For the price I paid - the flat was good and we couldn't ask for more.
The service is also fine, the host was quite nice and pleasant.

Thumbnail of user dag25
1 review
7 helpful votes
July 24th, 2014

I used to be a host and I had many problems with phone numbers not working, getting paid, employees writing in very poor English, the list could go on.

I want to report that they improved greatly. I found a phone number that worked and spoke with an employee who was extremely helpful and friendly. I felt that by the time I left the business they had really gotten their act together.

I do recommend them.

Thumbnail of user kipk7
1 review
9 helpful votes
September 15th, 2015

As a couple we stayed 2 nts in one place and 4 nts in another. I wrote a negative review for one and good reviews for the other. The negative did not get published a week later. This is a conflict of interest of Airbnb. Either they convert the reviews to a choice of anonymous with email confirmation, or else I will pass future renting, as this seems to be a passing phase until more like me feel cheated and quit using Airbnb. Airbnb HAS to weed out bad hosts.

Thumbnail of user bradc35
1 review
3 helpful votes
November 19th, 2015

Berlin apartment Oskar & Marijana. Booked this couples apartment in September for a trip in November. They cancelled my booking three days before our stay. No explanation or apology given. Airbnb do not allow you to write a review in this case, as you have not made the trip. Have had to book a hotel at short notice for greater cost. You have been warned!

Thumbnail of user jasminel22
2 reviews
5 helpful votes
May 16th, 2017

Good idea but experience wise it is inconsistent. Risky adventurers if u do not have an expectation of ur stay!

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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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