• Airbnb

Airbnb

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Overview

Airbnb has a rating of 1.73 stars from 2,082 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
    550
  • Value
    506
  • Shipping
    172
  • Returns
    281
  • Quality
    458
Positive reviews (last 12 months): 7%
Positive
9
Neutral
3
Negative
116
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 (2,082)

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 annettes608
1 review
1 helpful vote
January 10th, 2024

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

Thumbnail of user believer28
1 review
2 helpful votes
January 11th, 2024

Airbnb scams guests and hosts alike. They don't really care about either party just to maximize profit at the expense of both of them.

Service
Value
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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 steveg124
6 reviews
5 helpful votes
January 13th, 2024

Airbnb should be a last resort option. I have only used them when I can't find a hotel availability and have almost always been disappointed. Most guests seem reluctant to post honest reviews for fear of offending the host and Airbnb does not actually inspect the properties to determine the accuracy of the hosts descriptions so its a crap shoot. Over the years the fees have also escalated in price with insanely high cleaning fees and Airbnb "service" charges which can be several hundreds of dollars. Their customer service and website platform are also horrible. They have shed many of their customer service reps so its pretty much all web based, another reason for opting for a hotel.

Service
Value
Thumbnail of user valerieg582
1 review
1 helpful vote
December 13th, 2023

Last week we booked a penthouse at San Roque. I was in touch with the host and spoke on the telephone 30 minutes before our arrival. When we arrived she was not there and refused to answer her phone. We waited and then contacted Airbnb who tried to contact Petra without success. They refunded our money but after 5 hours drive and by then it was dark we had to find alternative accommodation. Ok. BUT. They are STILL advertising this penthouse with Petra being labelled as a Superhost! Criminal way to treat people after sitting on our money since September

Products used:
Services

Service
Value
Shipping
Returns
Quality
Thumbnail of user fredw542
1 review
1 helpful vote
February 17th, 2024

Having to provide copies of official documents and upload them online is very uncomfortable. Website is hard to get the right settings. Language and currency. Search machine is not working nice. Communication what to do next is unclear if something is not working properly. I will never use it again.

Thumbnail of user fnacion77
1 review
1 helpful vote
December 11th, 2023

Made a booking, was charged and got confirmation only to be cancelled by the host Alpha Homes Tagaytay. The host can't be reached, Airbnb support is on sleeping mode. My hard earned money was never returned. I had to make another booking from agoda got confirmed and paid again.
Airbnb in my experience was just a scam.
Never again will I book through Airbnb.

Tip for consumers:
Never book through Airbnb.

Products used:
None, just being scsmmed

Service
Value
Shipping
Returns
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Thumbnail of user sarar902
1 review
0 helpful votes
February 17th, 2024

We've stayed in many Airbnb properties as guests over the years and have generally had good experiences, sometimes very good. We recently started hosting however and we've found it to be A LOT of work and people can be quite unreasonable, unhelpful or just unfair in their reviews and comments. One girl damaged our kitchen and left the gas oven on. One adult man and family were perfectly nice throughout the stay and then afterwards complained about the house not being tidy enough or not having space in the wardrobe, even though they got the place for an absolute bargain price. To be honest, after all the work it is to prepare the house, clean before and after and be kind, polite and responsive throughout with communications, this sort of thing is really disheartening and makes me feel quite sad and frustrated. I would say, overall, it's a good system for guests but not good for hosts unless you dedicate yourself to it professionally and full time. Airbnb also can be really slow in releasing payments to hosts, I find, which seems a bit unfair, if they are profiting off the interest they make in the meantime! I hope this review is helpful to some people.

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

Airbnb is a wonderful way to find accommodation while traveling. I've used their services multiple times and have always been pleased with the selection and quality of offerings.

Thumbnail of user davej845
2 reviews
1 helpful vote
March 18th, 2024

We use Airbnb to reserve a hotel room. Due to border state closure at the time, we had to cancel our reservations. We gave Airbnb 2197 dollars. They have recently returned $1088 to us. We got in touch with them to get our money back and to find out if we could use the money they were still deducting as credit to reserve a hotel for our upcoming vacation.

Service
Value
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Thumbnail of user irmaf55
2 reviews
1 helpful vote
January 8th, 2024

I booked an Airbnb vacation rental home in Mussomeli, Sicily for two nights for my husband and myself. The property is located in the old part of the town. It was described as being within walking distance of shops and restaurants. This was important to us as we were being dropped off by one driver upon arrival and then picked up by another driver on departure day. Our driver would not have found the house had it not been for the postman delivering mail who guided our car to a nearby street. The house itself was on a steep hill surrounded by other row homes and not accessible by car. There were no restaurants or shops nearby. Inside were steep stairs going up and steep stairs going down. We thought we'd break our necks carrying suitcases upstairs and visiting the toilet at night, as BR and bathroom were on different floors. We closed the door and left. Awful place that should never be a vacation rental.

Tip for consumers:
Since we don't speak Italian, the owner had promised to help us get situated and be our interpreter as needed. With no public transportation or taxis in town, he'd even offered to find us find a car and driver. But the owner was not there. He was vacationing in Morocco.

Value
Quality
Thumbnail of user chrisbarrysav
1 review
0 helpful votes
February 14th, 2024

Cancelled my host and left me stranded in Spain. No help and now hotel bills are piling up. Suing them. DONT USE THEM

Thumbnail of user davidg6648
1 review
1 helpful vote
January 10th, 2024

Our vacation rental property has driven more than $100,000 to date into Airbnb coffers. We had earned all 5-star reviews for 5 years until we had one unfortunate double-booking and had to cancel a guest reservation well in advance of their stay. All of a sudden Airbnb took away our Superhost status and has made it very difficult to restore. A single mistake! And the fact that we've been given a 4.99 rating for one "revenge review" and can apparently never make it to 5 stars again. Talk about biting the hand that feeds you. Airbnb is the poster child of GREED! VRBO has been a much more reasonable partner. I wish there was more competition in the vacation rental platform space. Stay tuned. I may start one.

Tip for consumers:
This review is about Airbnb as a service company.

Value
Thumbnail of user georginah74
1 review
0 helpful votes
February 23rd, 2024

Airbnb in Ottawa, ON: a host who manages a lot of buildings cancelled while I was in the air. Upon landing, she stopped communicating with me: husband had dementia, plus traveling with two dogs.
Airbnb in Toronto: I contacted host and he said he'd get room ready. I showed up at the door and he didn't. It was late at night and I was a senior widow.
Airbnb in Phuket: broken gym equipment, dirty building. Host shows 7-year old photos: now couch and chair are dirty, broken table and chair, broken showerhead, and faucet moves around.
What's troubling is that there is no customer service to compensate guests. In a hotel, they'd offer you a free night's stay. They accept the dirty place in Phuket and didn't do much to help me out in Toronto. As for Ottawa, the Ottawa Citizen wrote up this "host" as she was very bad at managing multiple buildings. There is no quality control. Airbnb does not ask for recent photos from hosts. It's not worth it.
Besides the rates are getting so high that I might as well stay in a hotel. And it's become apparent that hosts have multiple homes that they rent out. This creates a housing shortage and increases prices in homes. This locks people out of the housing market. There are too many negatives.

Thumbnail of user starkse123
1 review
0 helpful votes
January 19th, 2024

Customer service was fantastic. They made sure I had the correct part, gave me options for shipping, and got my part to me when I needed it. The part worked great. I would definitely use PartSelect again.

Products used:
Washing machine lid lock.

Service
Value
Shipping
Quality
Thumbnail of user stephens3151
1 review
0 helpful votes
March 2nd, 2024

I went on Air BNB and looked for a place to rent in Wildwood Crest. I found a decent price for a place but was discouraged because there was a 175 dollar cleaning fee. That is just insane. I don't know how they manage to find people to pay for something like that. No thank you!

Thumbnail of user ervint10
4 reviews
16 helpful votes
February 20th, 2020

2020 Jan. I'm using Airbnb for years, but I realised that they getting so full with crap, their business model start showing signs of racketeering. It's NOT what it used to be! They keep jacking up prices by the day, so if you thought of a reservation and saved it to get some answers from the host... all the sudden next day the price is higher. Then the price shown in CAD (as my selection) all the sudden changing in USD when I click the reserve button, meaning that they ripping me off with the exchange rate and making me to pay 2.5 % more on my credit card. Service fee is getting crazy, same as certain city's all kinds of mambo jumbo taxes...

Thumbnail of user jenniferw3583
1 review
1 helpful vote
December 25th, 2023

Came to the Tampa, FL area for a 3 week stay for over $2,200. On first getting there the place was dirty, windows overs with old dog prints from animals, old smelly cloths left in washer, dog waste all over the place. Owner stated the place was just clean. A couple days in, cockroaches were found in the kitchen. But that was only the start. The enclosed fence fell down, the shower hose broke. The owner ordered a new shower head, that we had to install, along with a new filter for the A/C. Owner said she would replace fence or make a temporary fix so we could have our animals a place to run without worry. She never showed up. She called pest control and they stated the cockroaches were due to bad conditions in the home and old food. And it was only going to get worse. These were German cockroaches not the palmetto ones. They continued to get worse and got into the fridge and to our children's bed. We had to eat out bc it was so bad and eventually left over a week early because of the conditions. The owner stated the place was trashed before us and said nothing until the cockroaches started to come out. Upon leaving we cleaned and found old beer that dried up under the couch and beer bottle tops and confetti stocked to the floor. The owners reply that she has lived there with the cockroach's for a long period of time before and had no problem. They ca kids are running by they carry diseases and made me sick while there. AirBnB stated they have no policy about cockroaches and could only give us a refund of $8.30 for one night! Absolutely ridiculous!

Quality
Thumbnail of user juliem3060
1 review
0 helpful votes
March 23rd, 2024

Airbnb does not vet their properties / owners. We cancelled a reservation after discovering that the last 8/10 of a mile drive to the listing was less than safe. We felt we could not stay there without risking our lives going back and forth to our commitments. There was absolutely nothing in the listing to indicate that the "gated comunity with 24 hour security for parking" was also a community with a very narrow one line road with steep hill, blind turns and no lighting or turn-arounds. We almost flipped our car due to a very tight turn. Thankfully we were traveling at a rate of less that 10 mph. Air bnb did nothing for us except quote the cancellation policy and advise that the owner refused to refund.

Apparantly we are not the only ones with this experience. BBB website had many similar complaints - more than I could count - and I only went back to 3/14/2024.

Tip for consumers:
Cancellation policies vary by listing

Products used:
None

Service
Value
Thumbnail of user nurdir
1 review
0 helpful votes
January 9th, 2024

The room has window without curtains, at night if you are sensitive to lights, you'll have difficulty falling asleep. The room belongs to the owner child and it is full of their belongings. The room is part of the main house you don't have privacy. It wasn't cleaned when we checked in and we were received by a friend of the hostess. We never met the hostess until something happened. The second night we stayed, we heard noise which we thought it was ghost. We had a banana on the table and there was a hole. We purposely didn't remove it wanted to make sure something is in the room. The next morning, the banana was dragged to the floor and additional hole was added. We then reported to the daughter who has a room next to us. She informed us that it happened with her nights ago. She then told her parents and her father came to check. He told us he will arrange pest control to investigate. Someone from the pest control company came and checked our room. He said he will arrange to do the big cleaning, but cannot be immediate. We were not satisfied with the reply so we decided to move out and reported the incident to AirBnB LA. The good news was, the owner agreed to return the money we have fully paid.

Tip for consumers:
NA

Products used:
NA

Thumbnail of user joh431
1 review
0 helpful votes
November 1st, 2023

If you don't have an issue with Airbnb bookings, fine. If you do: better expect to accept massive financial losses (airplane tickets, additional bookings, ruined travel plans etc.) because Airbnb customer support won't respond timely, and Airbnb agents don't read and listen properly. Documented facts written and voice recorded: Albanian host refused to share the correct address of a confirmed booking, instead suggesting to ask bus/taxi drivers to call her when arriving near her place. After 2 hours of sending confused text messages the Albanian host offered to cancel the booking one day before arrival ‚because she doesn't care about money'. Guest (I) forwarded the written statement of Albanian host to Airbnb customer service and called to get the confirmation for the cancellation of the booking. At this point alternative places to book nearby were still available. Albanian host changed her mind and continued to send confused and increasingly offensive text messages for hours including threatening to call the Albanian police if the guest would show up near her house in Albania - all of this without any logical reason! Airbnb customer service refused to accept the cancellation for more than 13 hours (8 a.m. CET to 9 p.m. CET) because of technical call center issues on this day - as confirmed by an Airbnb agent (second level support could not be reached for 13 hours) + a total lack of service orientation -> Airbnb created 5 tickets in parallel for one case forcing me (the guest) to explain things in an emergency situation all over again and again. After having created new tickets, no response by Airbnb for hours. No way to speak with agents who have the power to decide anything. Just blabla for hours and waiting lines. Result: I missed my flight, had to book an additional flight, and had to book an interims place to stay. The final response (days later!) of Airbnb agents is ridiculous (see screenshot attached), they refuse to take over responsibility for anything. Airbnb's business acumen is definitely not in line with existing customer laws: Airbnb argues that the host acted totally in line with Airbnb's terms and conditions -> meaning the guest needs to solve the financial mess caused by Airbnb's customer support - because they did not respond in time. Shame on Airbnb's senior management obviously preferring to burn thousands of dollars on faulty customer service processes + protecting hosts (to keep the apartments as offers) who obviously disqualify themselves with totally mental behaviors. I collected 35 times 5-star ratings from former Airbnb hosts and now after having gone through the experience I am reviewing here, I decided to delete my Airbnb account.

Products used:
Booking of a place to stay with Airbnb and related travels ruined by Airbnb customer service not responding in time.

Thumbnail of user mlc11kenney
1 review
2 helpful votes
November 6th, 2023
Verified purchase

Removing my app for this company. I purchased their insurance separately to be safe for my trip for another month after. They advertised it as whatever reason you cancel the trip including emergency. So it happened that I had an emergency and couldn't use the accommodation. Airbnb told me that the insurance only covers for 8 days after I purchased it. Yes they said it is under the condition but who does insurance expiration before you actually use for the day of the trip? They just said the insurance expired. Disgusting! Does not protect its customers! No more Airbnb for us!

Thumbnail of user djp32903
1 review
0 helpful votes
January 13th, 2024

There is no support with ordinance changes for hosts. Also they do not restrict dogs as guests do no need to prove dogs are service animals

Tip for consumers:
0 support for hosts

Products used:
0 support for hosts

Service
Value
Quality
Thumbnail of user stephenw727
1 review
5 helpful votes
May 29th, 2020

Add was wrong. We booked 2 nights. She email back said, 3 night minimum and no locals. DO NOT USE!

Thumbnail of user ebuslowicz
1 review
0 helpful votes
November 23rd, 2023

Absolute scam. My 3 in 4 experiences were awful. Will never ever use this platform again. I talked to other ppl and they shared equally awful stories. Customer service is crap, super slow plus wants you to accept hyper expensive calls from US. You need to report stuff immediately which I had to learn but even if you do so they won't help you. Each time I used their services I paid more than I would pay using booking or even expensive hotels. I used it usually where I couldnt find any other place. Owners charge you more than hotels, dont provide proper sleeping conditions, allow other ppl in your bathroom etc and claim you should appreciate their hospitality (!). I will use booking next time.

Products used:
Booking appartment

Service
Value
Returns
Quality

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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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1.7
2,082 reviews
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