Airbnb
reviews and complaints

Me and my hubby have been hosting on Airbnb for a long time now and we've had mostly positive experiences, except for one time when we were guests and it wasn't great. I wanna clear up some of the complaints I've seen on this site and then give my own thoughts on Airbnb.

First off, as a host, I spend so much time answering questions from potential guests who don't even read the listings. If they just read it, they'd see that their questions are already answered. But no, I have to repeat myself over and over again. I write everything in clear, precise English with correct grammar and spelling, and with bulleted lists of the amenities offered. It's frustrating, to say the least.

Secondly, before posting a listing, the host has to choose their own cancellation policy from three options. The guest can cancel at any time with a full refund (although I'm not sure if Airbnb charges a fee), the guest gets a refund if cancelled within five days of the arrival date, or there is no refund at all even if cancelled long before the date of arrival. Airbnb doesn't set the cancellation policy, the host does. So, it's important for guests to check a host's cancellation policy before making a reservation. If you don't want to get stuck, don't reserve a place with a strict cancellation policy. You can even set this as one of your search parameters, and you won't be shown those listings.

Some of the reviewers here obviously didn't bother to read or understand the cancellation policy of the particular accommodation they booked, and then faulted Airbnb for not returning their money. As I said, guests do not read the listings. They should.

Other reviewers complained about Airbnb not keeping calendars up to date. That's the host's responsibility. When a guest looks at a calendar for a place they're interested in, it will say clearly when the calendar was last updated. It's up to the guest to contact the host to determine if the required dates are available. Some hosts never bother to update their calendars. But that certainly isn't Airbnb's fault.

One reviewer urged guests to book a place that only has photographs done by official Airbnb photographers. That can be very misleading. I'm no photographer, but my unaltered photographs happened to come out great, so I did not use a photographer that Airbnb will supply free to hosts. And I included some long shots that give an idea of the relative space. However, our one rental experience DID use an Airbnb photographer. When we got to the apartment, it looked exactly like the photos, except for one minor detail: the apartment was a dollhouse version of the photos. The pro zoomed in on the sofa, then the kitchen, and finally the living room. There was no way of us knowing that all three were contained in one tiny space smaller than our bedroom closet. Nor did the photos, which showed a clean apartment, give us any hint of the grime imbedded on the windows and every surface that wasn't part of those photos! There was no long shot in the bathroom we couldn't tell that it wasn't big enough to lay the bath mat down flat. Claustrophobia was the name of that game.

As hosts, Airbnb has been mostly good for us, but I'm not gonna be an apologist for them. Their non-existent customer service, lack of transparency, and inability to keep their website or app functional will be their downfall. It's disgraceful to have to hold the phone for up to 45 minutes before speaking to an untrained and powerless C. S. rep who has no answers and doesn't have a clue how to deal with anything. It's disgraceful that there's no way to escalate a question or problem to a supervisor, let alone anyone higher up the food chain. It's disgraceful that you have to spend half an hour before finding an email address or a phone number to reach a company whose business model is an online business only.

Our one bad experience as hosts concerned a threesome of Asian exchange students on Christmas break from a university in the midwest. I didn't realize that I could have set certain requirements for our guests in advance, because Airbnb didn't make this clear on their website until after we were in the throes of dealing with the problem. The three guests, due to limited English, misunderstood our listing and thought they were renting an unoccupied house, rather than our guest rooms. They expected us to hand over the keys and leave the house. They had been planning to sneak in four more people, plus their two unhousebroken puppies, which I had told them in advance they couldn't bring. We didn't learn this until the day after their arrival when, we found that the puppies had been left in their car overnight in the cold of winter. Second, when we called Airbnb to report them (they did bring in a fourth person - not part of the original rental - because they obviously couldn't leave HER in the car overnight), we were told that someone had just left a negative review of them. Seems they had come to us from another state (the first part of their midwinter party vacation), and totally trashed that house, leaving a trail of damage from the dogs and the seven people who were discovered occupying the place, which they had booked for three. They were supposed to stay in our home for a week, but mercifully they left as soon as we confronted them about the dogs. I guess they realized the jig was up and their plans had been thwarted. But they did manage to cancel the rest of their reservation and get a partial refund, much to our dismay. I added my own negative review to the previous host's, and they are both still there to this day, six months later. But, and this is a big but, I implored Airbnb to boot the girl who was the account holder of record off the site. These two negative reviews, and the damage they inflicted to the previous host, who lost a long-term rental from having to repair her house, should have been enough. But she's still there, and still able to cause nightmares to any host not savvy enough to read her reviews. This is a cautionary tale, and one of the many factors that I suspect will cause the downfall of Airbnb. When a company does not value customer service and the customers it serves, but values money above all else, it is doomed. Maybe later rather than sooner, but doomed nonetheless.

If you've read this far, congrats! You're a rare breed.

I am an Airbnb Superhost. I had guests in my house for 3 months, Jan 15 - April 15, 2023. There was a mysterious disappearance of my locked briefcase, which contained 3 diamond rings. I have filed a claim with Airbnb. for theft. Their customer service is absolutely the worst I've ever experienced. The call center cannot transfer calls, so every time I contact them I am dealing with a first level customer service representative and have to repeat the information over and over again. The latest person I texted with closed my case and said she was transferring my case to someone else, without telling me why. I am still waiting this person to contact me. It's been almost a month and I'm getting a complete run around. Why can't I deal with the claims for the Host Liability Program department directly?

Stayed at an air bnb in Sedona Hosted by Skye.

170 View Dr, Sedona, AZ 86336, USA.

May 6-9. The sheets on the sofa bed were dirty and we had to wash the sheets and the blankets. The kitchen smells and found left over food in the oven. The bathtub was slippery and the master bathroom shower had a drain lower than the floor directly under the shower head so you have to open your legs when taking s bath. The ledge int the the master bedroom to the shower separated when my 96 yr old mom shuffle walked to the bathroom tripping her. I informed Skye about this and was told if were not happy we can leave without offer to suggest another property or fix the problem. My honest review of the property was diplomatic and i was told that half the cleaning refund will only be given with a 5 star review which she doesn't deserve. She also claimed in the review about me that we broke the ledge and the other problem was my fault.

We had reservations for April 18th to 23rd. I communicated with the Host and explained what I could and could not do. I am 84 years of age and handicapped, I explained I could not go up steps, I had to have a walk-in Condo. I was assured this Condo was a walk-in, No steps. I have heart failure and could not climb stairs. We arrived around 800 PM. Picked up the key, drove to the condo, and what was waiting 12 to 15 steps to get into the building. Now I am in a wheelchair plus a walker. I started crying, How was I going to get up those stairs? I got out and pulled myself up each stair a little at a time. When I got to the top I was gasping for breath. Another couple went with us and they are my witnesses. After doing that 3 evenings I said I can't do this again. We left a day early and I ended up in Hospital when we got back. Heart Failure. I believe it was due to the pulling myself up the stairs and stress because of it. I have requested a refund because Host keeps saying there are no steps even though I have pictures. So they denied it because of her word and I have all the evidence she is wrong. All I want is my entire rental money because she is not truthful.

AirBnB accepts dubious reviews from hosts that are placed after guests have refused to succumb to blackmail and review extortion.

I was contacted outside of AirBnB (to hide the communication from AirBnB) by the host who demanded £135 for fictitious damage together with a veiled threat that payment avoids negative review.

I referred the host back to AirBnB and report his fake claim to them as he is covered by their damage policy.

He instantly placed an untrue, unfair review of which I reported to AirBnB and their 'customer service rep reported back that blackmail and review extortion do not go against their rules and refused to remove the fake review.

This means that damaging reviews derived from unscrupulous hosts are perfectly acceptable even if they were a result of a failed blackmail and review extortion.

Hello, I booked a property inPennsylanvia for the 2/17-2/20, and it was the worst experience ever. Let me start by the listing hosted by Ryan located at 733 Lincol Avenue Pottstown, PA. The house was a disaster. There was mouse dropping throughout the house, mice traps, mildew and water staings in the ceiling. I emediately contacted Airbnb at 9:00pm, after arriving at 8:50 (driving from DC) to let them knkow my concerns. I was on the phone with them until 4am trying to find a resolution. FINALLY at 11:00am I was told they would give me a credit, and assist with finding another listing.

After an hour or so we found a home. However, when we arrived 45min away. The homeowner had movers there and we were not able to check in afetr paying a $25 early check-in fee. The owner was very apologetic because she was unaware we would be arriving. She immediately informed me that she apologize for any inconveniece, and would put in a request to give me a 100% refund, to use towards another place. I again contacted Airbnb and they told me they would send the credit once they speak with the owner.

This went on for several hours after being told "There's nothing they can do" because they stated the voucher had been used. I tried over and over explaining that the voucher was not used, and if it had been why am I still homeless. Again, this went on for several hours, and I was told over and over that they could notv assist me and wait a few days for my refund. I was so dissapointed by the customer service I received.

Finally I spoke with a gentlemen by the name of Edward that went above and beyond mto assist me. By this time I had been in my car for almost 24 hours with a car full of food, and no place to go. Edward told me he was able to reinstate the voucher and helped me find a place that was an hour away in Philladelphia. This was the worst mini vacation I had, thanks to Airbnb. The customer service I was given by your staff was UNEXCEPTABLE... I would'nt treat a dog this way.

My trip was cut short due to the lack of sympathy your staff showed. I would like to hear from someone concerning this issue ASAP.

Repectfully,

Miquitta Scott

sccott. [protected]@gmail.com

[protected]

Dear Sir/Madam

I set up an account as a host giving necessary information, accurately and honestly. Photos were uploaded, bank information was provided. I had multiple exchanges along the way. Everything is there and can be proven without any doubt. Yet my account was handled using blunt and fake statements, out of the blue. There was no explanation given, no evidence provided. The actions were unprofessional, and violation of the existing laws of the land and actions should be taken for a full investigation and appropriate actions should be taken against those who are involved directly or indirectly. Please contact me if you have any questions at [protected]. My property address is 817 Murray Hill Road, Fayetteville, NC 28314. (apparently, this place does not exist!).

When booking on Airbnb 1st you have to set dates of travel to see available rental property. After you do so, you will select a property you like. After multiple trys with in several days I would recieve "vacation rental is not availble but do have another rental for more than what was shown availble when I booked it. This delayed me in finding a suitable vacation rental with out this Bait and Switch tactics. When a vacation rental is not availble it should not show up on my search dates. This doesn't include one property which accepted my deposit and later to find out that property is under renovation. So got money refunded but made my search for another vacation property even harder. Airbnb support gave me a small sorry for the trouble cash toward another rental which not gonna help since finding a vacation property in my budget was slim to none. have to pay a lot more from all delays. This was my worst vacation rental experence and will highly not recommend Airbnb to anyone

August [protected] in Galveston, TX

THE VERY day before my husband and I were to leave for Galveston, I came down with Covid.

We were so looking forward to this trip because my husband has to use a walker to get around and I specifically rented a street level home with no stairs.

I would in no way cancel our reservations at the last minute had I not contracted Covid. THERE WAS NO REFUND WHATSOEVER! Not even a portion!

We had to shut down an entire nation due to the Covid pandemic. Why aren’t there consessions for the Covid 19 illness that shut me down, literally!

I am very disappointed in AirBnb and have no intention of ever renting one of their properties again.

1. Case HMRPPMBDJX: Insisting there is ware and tare for repairing cost, thus, refused to issue me the full amount of repair.

2. Cases HM28PJ23TB: Dis-respect the fact that I filed to resolution center right after the guest checked out, insisting that my claims were out of 14 days frame and refused to resolve that over staying guests and properties damages.

Confirmation code HMJPZPXZKR Total cost
$3,078.15 USD originally booked for 15 nights in Jacksonville
address 422 E Third St Jacksonville, FL 32206

To begin - Airbnb nor the host would help get me any kind of refund for my 1 night stay that costed me 3k+ in Jacksonville. I picked up my mom who is elderly and I haven't seen in awhile - her health isn't the best she had a broken hip a few years back and now walks with a cane. Having said that I told her I booked a place where we can spend the new year for a bit. When we got to the property we quickly realized she actually had troubles getting to the front door due to the steps and could not go up the stairs once in the home to use the facilities - shower or any bedrooms. I explained to this host Jane this would be a problem - she did not want to refund me any money - we ended up leaving Jan 1 - checked in dec 31. There is no way I can leave my mom in a home for 15 nights without bathing and or sleeping in a bed I paid 3k for the accommodations. I asked airbnb to help refund me something they were not helpful - the host was not helpful either - had no concern for the welfare of my mom and the issue and just took my money. This is a safety concern I had! What if my mom fell - who is liable... I am seeking assistance from anyone who can direct me for more help - I do not recommend renting this property for many reasons.

I spent 4 nights at a cabin I booked through Airbnb and I have requested a refund for 2 nights - there was no heat for 2 days. The power went out 3 times over the 2 days and there was no electricity or water for several hours. When the power returned the HVAC did not work properly and the host refuses to provide a refund. They did not send anyone out to the house to check the HVAC and has refused to provide a refund for the 2 days. Air Cover which is provided by Airbnb is to protect the consumer in the event of such crisis. They are refusing to refund the 2 days. I do have pictures and correspondence between myself, the host and Airbnb support.

I rent my house through Airbnb and I had a guest that trashed my home and smoked marijuana in it. I had a company come in and clean and a second company that came in to mitigate the marijuana smoke smell and disinfect the entire house. The bill came $4000. Airbnb refuses to reimburse me stating that I didn't submit the reimbursement request within 30 days but I submitted the documentation on day 26 and have record of that. They also refuse to let me speak with a supervisor for further explanation they just give me the run around. I spoke with one customer service rep that said I had 60 days to submit the docs down one channel and 14 down another but the 60 was still in play then I receive an email saying it's within 30 days. I'm getting no where with them, they don't hold the guest accountable and there is no way to hold airbnb accountable so now I have to make an insurance claim with my insurance company and my premium will likely increase as a result.

We stayed seven nights in Wichita, KS and paid just shy of $2600. We’ve been going back and forth with the host and AirBnB who are claiming that they have an internal policy that they will not share and state they can only give back a small percentage of the base night rate, not to include off of any taxes or fees. So they have settled at a $185 credit for all of the headaches noted below.

-wobbly toilet on main level

-door handles that fell off on front door and one of the balcony doors

-trash bin that was full upon arrival outside and the host said they forgot trash day on our check-in day

-main bathroom sink and shower drains on 2nd floor that didn’t drain. We stood in dirty shower water and brushed our teeth in a sink full of water that hardly drained. The kitchen sink garbage disposal and shower draining issue were fixed on Friday, though the bathroom sink issue couldn’t be resolved during our stay.

-No dish soap or Kleenex. We ran out of TP and had to purchase some, along with the above items.

-Spiders in the basement

-The washer smelled highly of mildew.

Also- the host waits until close to the time to give the address. Come to find out, a murder occurred at the house a year and a half ago. Some of the neighbors are not happy that she re-opened the AirBnB after this and made the stay awkward.

CONFIRMATION CODE: HMZ2XADNF9

My husband, our 2 young children and dog initially made a booking around 5 months ago then has to re-book somewhere else due to the property not allowing pets.

We re-searched 'pet friendly' accommodation purely so we can take our beloved dog away for our Christmas holidays in another State, first holiday in 2 years!

We checked and booked our final place ensuring it was 'pet friendly' only to find that as of a couple of days ago the airbnb listing now says 'STRICTLY NO PETS' I completely freaked out!

We don't have anyone that can mind our dog here or even where we are going..I called the host they told me that Airbnb can actually list whatever they like, separate from what the host lists. They were very apologetic but explained there is nothing they can do for us and that I need to go back to Airbnb.

I went onto the 'contact Airbnb help' on the app and explained our situation as best I could, basically now my husband can't stay with us as he has to travel elsewhere to take care of our dog so my 2 young children can't even have their father in the apartment with them because of this lie that Airbnb initially put up and sucked us into booking!

This has completely already ruined what was meant to be a relaxing family holiday before we have even left!

We have used Airbnb many times over the years and have been model Customers and the 'help' - lack there of from an Employee named Billy is an absolute disgrace!

I have asked for his compassion and asked him to investigate who has changed the listing we now see, they have taken off the registration of our pet off the reservation as well as the 'pet friendly'. I have had zero help, compassion, investigation and he refuses to escalate this matter.

I have asked Billy to go to the Airbnb I.T Department to see when the details have been changed and by who by because I personally know that every online change internal or external does have it's own tracking/ algorithm/coding or some kind to see when any changes are made..

Billy is Customer blaming which is disgusting and very unprofessional!

I have sent Billy screenshots of the proof that the listing has been changed at some point along the line (before and after) and he is still blaming us for this complete screw up.

Think of how you would feel/ be if you were going to see family after 2 years with a 2 and a 4 year old who haven't met their family and their Dad and pet can't be with them over the holidays which is meant to be one of the happiest memories in their lives, as well as us- the parents after an exhausting hell of 2 years want a relaxing time away..only to be seperated and further stressed out rather than really excited like we were before a couple of days ago when all of this unfolded?

On the fifth floor where I stay there are four units being remodeled and two more units right above me on the sixth floor under construction. On the sixth floor they are jackhammering out a bathtub and all the floor tile in the unit.

This complex has had several units being remodeled for the last two weeks and the building office says there is nothing they can do and this will continue for two months from 9:00 to 4:00 Monday thru Friday.

I took several pictures and sent them to Airbnb waiting for some help. The host did not respond to emails or a phone call from Airbnb for a couple days. Finally yesterday Airbnb sent me an email and said the host denied everything and the case will be closed.

This complex is in Chiang Mai Thailand and the name is Boonyamas Mansion.

I will never use Airbnb again and spend every opportunity to tell future guest not to use them.

12-15-22

On November 29, 2023 I extended the place I was staying for nearly 42 days. I had been there for 4 months already. I was charged around 2200 dollars. I had to change my reservation a few days afterwards and ended up changing my reservation again and stayed 5 days of the 42 days of the extension. I was refunded just under 500 dollars. That means I was charged 1700 dollars for 5 days. I also believe I was lied to by the call center, as they told me that the host had upped their base rate, which would come to a total of 300/night. This coming from a place that charges 2200 for 42 nights!

I am a host in Virginia Beach, VA. I have been renting str for over 20 years and been paying my State and local city lodging and sales tax. Starting on OCt1st 2022 Airbnb put out a email to all host they will be collecting LOCAL and State taxes for all Virginia Host. Sounded great to me one less administrative duty off my list (I have 8 STRS). Come to find out airbnb does not yet have a contract with my city. VA Beach does not want 1 big check combing everyone. OK I get that. My booking since Oct have been charged for both city and State even though they have no contract to pay VA Beach. I was told after 15 calls and tons of emails from airbnb that yes airbnb is not paying my city and to add the tax back in to my listing. After I did add it back my guest are being charged more than double in lodging tax. I again start calling (26 times to date) tons of emails just to get the runaround and sent a link that is not accurate. No one will call you from the tax department only email. Different answers from different ambassadors ever time. Va Beach is still requiring that host pay the local tax even though airbnb has collected it and not paying to the host to pay.

Most guest notice they are paying almost have the rate in fees and either cancel or do not book. Airbnb refuses to address this issue with myself and all local host in my area. Why collect the tax if you are not in a contract to do so?

It's a total administrative nightmare and tax liability for the host. NO help from airbnb at all?

Trying to get resolution for a room request cancellation No 24-26 in Key West FL at 24 Hr Hotel. Room never used and cancelled within 24 hours of check in.\

Waiting for endless excuses about m guaranteed full refund for $209 on Aug 9 and $727.19 from Nov. 16. Payments made on two installments. Refund guaranteed by Hotel manager and never issued to my credit card. Please advise. All this is harboring health issues with me! Not fair!

After being a super host for over 5 years in a row Airbnb treated a really bad guest better than it did my Wife and me.

We booked a party of 4 for 2 months at our new home in North Bay Ont. 2 days after check-in our Neighbor noticed the guests moving a number of mattresses into the house. When I went to the home to investigate the tenant's group let me in and it was a shock to see at least 12 people staying at the house.

I notified Airbnb and filed a police report after being verbally threatened by the renter.

To my surprise Airbnb allowed them to stay and fined me for entering the home.

I quit Airbnb immediately and am very hurt and disappointed by this action.

The best part is that this was the guest's very first time booking an Airbnb property and we had 150 5-star reviews.

I never did talk to anyone from Airbnb to this day which is over a year later.

Sad but true.