Menu
Airbnb Customer Service Phone, Email, Contacts

Airbnb
reviews & complaints

www.airbnb.com
www.airbnb.com

Learn how the rating is calculated

4.3 1376 Reviews

Airbnb Complaints Summary

6 Resolved
219 Unresolved
Our verdict: If considering services from Airbnb with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Airbnb has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Airbnb. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Airbnb reviews & complaints 244

Filter reviews by rating
5
1140 reviews
4
1 review
3
0 review
2
1 review
1
9 reviews
Sort by:

Newest Airbnb reviews & complaints

ComplaintsBoard
C
5:39 am EDT

Airbnb fake information

Hello. I am a long time Airbnb user and I didn't had any serious issues with them, but my last experience was bad and I decided to share this information.
I am disappointed with Airbnb because they allow property owners to post fake information.
I booked a two nights stay in London and it was said in the description that there was a big bed, but instead of bed there was an old couch. Also microwave was supposed to be there but it wasn't. It was rather dirty and didn't look like someone even bothered to clean up the place before my arrival. I did not meet the owner, I received keys from a person which said he was owners friend and while owner was on a vacation he was helping with Airbnb. I am very disappointed. Airbnb should pay more attention to what owners post in their profile!

Read full review of Airbnb
Hide full review
ComplaintsBoard
R
1:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb my account has been locked I need to log in to change my password and later order a new card as the one I have expires on may

My name Reina Hornos
user: [protected]@fibertel.com.ar
address
Estados Unidos 1438 ground floor apart 2
Buenos Aires

I can`t log in I wanted to change my password but couldn`t recall what my phone nr was as I changed my cel phone and after several attempts my account was blocked.
My card expires on May I need to log in change my password and order a new Payonner card.
Pls get in touch send a link to know what to do I have been trying to get help since one week ago!
I have my Payonner card provided by airbnb where Iam a host.

ph or messenger/whatsup 54 911 [protected]

Read full review of Airbnb
Hide full review
ComplaintsBoard
S
10:19 pm EDT

Airbnb refund of cancelled accommodation

I had to cancel accommodation which I was to get a refund for. The original booking was booked on a card that had a fraud on it and had to be cancelled. Airbnb supposably has to pay back to the credit card and told me I have to go to the bank to get the refund, I did that today and they do not have the refund so I am now our of pocket and airbnb will not help me

Read full review of Airbnb
Hide full review
ComplaintsBoard
V
4:25 am EST

Airbnb don't trust airbnb

I booked a stay with Airbnb twice. My first stay was great, I was really impressed with their site, service and of course the idea. That was the reason why I decided to use Airbnb again and that was a big mistake. Guess I was just lucky at the first time.
My second apartment looked nothing like pictures! On the site is was nice and clean place, furniture looked new. When I arrived at the place I was shocked because I thought that there was a mistake or something.
Furniture was old, and dusty, and the entire apartment looked like it wasn't cleaned for a long time. I don't know if I can trust Airbnb.

Read full review of Airbnb
Hide full review
ComplaintsBoard
P
4:21 pm EST

Airbnb horrendous customer service and case resolution

We have been a loyal and successful customer of Airbnb for more than 5 years. In the past 3 years, our bookings with AirBnb have exceeded $120, 000 over more than 100 bookings.
We had few interactions with your Customer Service in the past, and each time we had noted the high level of professionalism and the prompt availability.
However, we have just faced a totally unacceptable customer service experience, with an “underlying policy” that affects severely our rental revenue, described here below, and this, unfortunately, occurred while we also see the rental rates with AirBnB falling down dramatically. Here are the circumstances:
1. As shown in Document 01.pdf and Document 01b.pdf attached, your pricing tool shows a daily rate almost inferior to the daily rate of an unfurnished long term rental.
2. We have had the chance to discuss these matters with other owners of vacation rentals and they do share our concerns, while the posts on the Internet are also evidencing the abnormally long waiting time to reach your Customer Service and their efficacy.
3. In particular, on February 10th, 2017, after abnormally long and counterproductive waiting times, we could reach your Customer Service about a guest cancellation (Latoya) by phone and by email (See Document 02.pdf).
4. This was a first time guest who booked for 1 adult (See Document 03.pdf) and checked-in to over-occupy with a group of 14 people, then figured out that the property could not accommodate them, .
5. The AirBnB webpage specifies a maximum occupancy of 12 persons.
6. It was then agreed that Latoya would cancel immediately to release the dates on the calendar. This exception to our no-cancellation and no-refund policy was because we had another group in stand-by to book online in their place and PROVIDED Latoya would cancel immediately.
7. Latoya thereafter confirmed that she would keep on calling your unreachable Customer Service to cancel (See Document 04.pdf).
8. The next morning we saw that Latoya had not cancelled and the replacement group had booked something else.
9. We advised Latoya that the refund proposal was off the table because she had not cancelled when agreed (Document 05.pdf). She then finally contacted your Customer Service to cancel.
10. Latoya says that she failed to cancel in the time agreed because –she says – she was waiting endlessly over the phone while trying to contact your Customer Service and eventually would be disconnected.
11. We then communicated also with your Support (lengthy waiting time again!) and next got an email informing us that Latoya would not get refunded (Document 06.pdf).
12. Thereafter, Airbnb emailed us that the payout was sent (Document 07.pdf), we received it and had all reasons to believe that the case was resolved.
13. However, on February 19th, we got two incoherent messages from Airbnb.
14. The first one was asking us to answer to a refund request of Latoya before February 21st (Document 08.pdf)
15. The other one (Document 09.pdfwas an email from your Case Manager “Ray” Raymond informed us that “I'm reaching out to you today to discuss your Resolution Center request number 1970008 from Latoya for reservation WYJPJN” while advising us at he same time, in the next paragraph, that the refund had been already processed (without opportunity to discuss!)
16. This was not only re-opening the case (Document 07.pdf), but also ignoring the message of AirBnB asking us to respond to the refund request before February 21st and ignoring Ray’s own offer to discuss first.
17. Thereafter, and without advising us first, AirBnB deducted that refund from the payout of our next guests, on February 19th.
18. We never had a chance to discuss with Ray’s about his wrongful decision and findings, because he apparently decided that “this was it”, and he would not have the courtesy to return our calls and go answer our emails. See Document 10.pdf, still unanswered as of today.
19. In this context of manifest lack support and hasty decision of your Customer Service, we were informed by another agent that AirBnB had been generous with Latoya because she was a first time user.
It’s very questionable to have the owners/hosts pay for the consequences of your lack of support.
If AirBnB decides to be generous with first time users, it should not be at the expense of the property owners, because Latoya had no valid reason to cancel other than realizing that her project to over-occupy the property was not feasible. The list that she sent us two days later are minor inconveniences –if any inconvenience at all - that could have been remedied in less than one hour upon her arrival, and more so, it hasn’t even be communicated to the case manager.
It’s also unacceptable for any reputable organization to reverse a decision and to deduct moneys from their client’s payouts without consulting with their client first.
This new picture is scary, with an almost unavailable Customer Service making wrong decisions affecting our revenues inconsiderately, while the pricing suggested is almost the one of the unserviced, unfurnished and unattended long term rental.

Read full review of Airbnb and 1 comment
Hide full review
1 comment
Add a comment
T
T
TDDisgusted
, US
Apr 30, 2017 5:54 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

"Customer service" is a terrible misnomer for what they "provide". I have thus far not heard of a complaint process that benefitted the host-- the hosts always take the fall in a conflict-- even preventable ones. Would I use Airbnb as a guest? Probably, because I know where their allegiances are. Hosts are really partners in their business, and yet are given little more than lip service-- your loyalty is not rewarded. The review and complaint process is horribly flawed, and most of the customer service reps who finally answer the phone claim to have no contact information for the company, when you ask that you please talk with someone actually empowered to do something about the issue. The anonymity this corporation is given, whereas hosts must turn over significant private and financial information, is astonishing.

ComplaintsBoard
N
7:39 am EST

Airbnb dirty apartment

I had a very bad experience with Airbnb and I will never use this service again. I booked an apartment in France and when I arrived I was terrified with its condition. The place was very dirty, there was garbage and nasty smell. It looked like no one cleaned it for ages. I contacted the owner and he said that he didn't have enough time for cleaning. What a ridiculous excuse.
I asked for a refund, but he refused and said that I can leave if I want but he will not give my money back. So I had to stay there and clean everything myself. Of course I contacted Airbnb and asked their help but they did not reply anything yet.

Read full review of Airbnb
Hide full review
ComplaintsBoard
M
5:34 am EST

Airbnb scammed

I booked an apartment in London and owner said he'll meet me at the station. I arrived at the place and waited for over an hour on no one showed up to pick me up. I tried to contact the owner via phone, but his phone was turned off.
I thought that maybe he forgot about me or maybe something terrible happened and decided to find the place on my own, gladly I was given an address. But when I arrived at the place and knocked on the door a woman opened it and she was shocked when I explained who I was. She said she had no idea what Airbnb was.
I sent a report to Airbnb, but they didn't reply anything.

Read full review of Airbnb
Hide full review
ComplaintsBoard
N
11:04 pm EST

Airbnb complaint against fraud committed by airbnb website

I Neeraj Singhal r/o of Bhopal would like to inform you that I have booked one apartment in Dubai thru AirBnb website for stay of 6nights during Christmas holidays from 24Dec’16 to 30Dec’16 for myself & my friends.

When I booked thru website it asked me to contact the host person to confirm the booking, so I sent a mail to the person and requested for booking. I got reply from them and they asked all details about travel dates, number of persons, arrival & departure details & no of keys required. I provided all the details & the host confirmed the reservation.

Later on I got a confirmation mail with bank details to transfer the money to their bank account with a promise that the money is 100% refundable & will be transferred to host only after I check-in and send a message that all is okay with me.

I transferred the payment to the bank a/c given by them & asked them to provide me the details of contact person & accommodation. But to my dismay they stopped responding to my emails & when I contacted Airbnb one guy responded saying that a fraud has been committed against you.

Since then I have not received any information or reply from Airbnb despite various reminders & even today when I contacted them they said that it’s a scam.

Thus I have no option left but to file a complaint with your department. To help me recover my money from Airbnb as the fraud has been committed by their website. All the communications & confirmations are attached herewith for your reference and necessary action.

Kindly register a complaint & do the needful to get me Justice.

Read full review of Airbnb
View 0 more photos
Hide full review
ComplaintsBoard
L
6:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb I didn't receive the payouts from the upcoming reservations. it’s illegal!!!

Let’s start it all over because I think Airbnb don’t have any idea about the absurdness of what’s happening.
Airbnb said that: “Airbnb really appreciates what I’ve been doing to our guests as one of our most valued Superhosts”. Let’s see if these are just empty words or they really have any meaning.
My main concern, as I believe is Airbnb as well, is about our guests. I’m so committed to them that I have refused a great deal to sell my property because the buyer (an investor) didn’t want to honor my reservations.
So I think Airbnb can see we’re a not talking about money or penalties, we are talking about PEOPLE.
I really don’t care about how much money I’m gonna lose if I cancel the reservations, but I DO CARE about my guests. There are a lot of PEOPLE out there that trusted their vacation dreams, their dearest family moments, their leisure time after years of hardworking to us.
At the moment I’m writing, I have more than 20 people that trusted in me and paid in advance to Airbnb more than US$17, 000.
All the sudden, Airbnb started to withhold 30% of all these future reservations which totals almost $ 5, 500 without previous notice. Why are you doing this? What’s changed?
I can only imagine that it’s because my Taxpayer information was not informed on my profile but it’s already there. When I first listed my property, I didn’t have a Tax Id and when I got it to be able to fill my tax returns of 2015, I forgot to update it in the website.
I’m completely compliant with my Federal, State and County taxes and I’m not supposed to be withhold 30% of my rentals. If Airbnb needed, I could send Airbnb all the receipts.
And do Airbnb know what’s worse? Airbnb is not just wrongly withholding 30% of my rentals but you’re taking the supposedly due amount from future payouts out of my present payouts. It’s ILLEGAL!
I didn’t receive the payouts from the upcoming reservations yet but Airbnb did. So, Airbnb CAN’T take these “tax withholdings” of something that I didn’t receive out of my payouts.
I don’t know if Airbnb realized but it’s what happening right now. It’s ABSURD!
For example, take these 2 payouts (Rayne and Johnny) that I’ve been complaining about.
I was supposed to receive $ 1, 077 from Rayne and $175 from Johnny. You said that you’ve already paid me with the tax withholding of 30%. So, I had to have received $744 from Rayne and $121 from Johnny but I have no deposit in my bank account because in your system I “owe” more than $ 5, 000 of tax withholding and you’re using this credit to compensate that.
It’s INSANE! Completely NONSENSE!
Let me repeat it to be clear - Airbnb can’t make me pay for something that Airbnb earned, NOT ME.
Considering the quantity of future reservations I have, I would only see any money in the middle of December. Beside the fact that the 30% of tax withholding is UNDUE, of course, I can’t continue to keep up with the expenses of the property without getting any money from the reservations. It’s ILLEGAL!

Read full review of Airbnb
Hide full review
ComplaintsBoard
J
10:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb apartment in hong kong

In August 2016, when we checked into the apartment in Tsim sha Tsui, Hong Kong, we have a horrifying experience as the entire floor outside the apartment was under construction. Cement bags, dangling wires, half hanging ceiling board were all over the entire floor. It was dusty and when checking in at 7pm there were drilling noise next door.
We contacted Airbnb and they said will get full refund with supporting evidence, which we did. We left the place immediately after check in as personal safety was breached as the place was in the midst of a construction site. We have a traumatic experience then trying to get alternate accommodation.
Thereafter it was an extremely trying time to communicate with Airbnb wrt the refund. I had to make many phone calls to Airbnb as email response was very bad. After each phone call there was always a promise that the specialist team will investigate. There were all broken promises as I finally found out the case was close after I called them. They did not even had the courtesy to inform me at all.
I felt very cheated and will never ever deal with Airbnb again. It was a terrible and stressful experience.

Read full review of Airbnb
Hide full review
ComplaintsBoard
I
6:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb hidden strict cancellation policy and exorbitant charges

4 cousins and I are visiting various Canada and US areas in October, including NY and staying there for 4 nights. My cousin who lives in the Philippines looked in the Airbnb website for a place that can accommodate the 5 of us. On Sept. 1, she found an entire house/apt with the ff address:
208 East 116th Street Apt 4, New York, NY 10029, United States

The website of showed client #9928TB, the property address and the ff charges in Philippine currency:
9320 x 4 nights ₱37279
Cleaning Fees ₱5825
Airbnb Service Fee ₱6151
Total ₱49255

Airbnb contends in its website that it is up to hosts to select a cancellation policy. I think this is not good business practice. The company owes consumers and the public fair cancellation policies - even airlines and travel companies allow cancellation within 24 hours; Amtrak 7 days before . We cancelled on Sept. 1, about a month and a half before our planned visit.

There was no information at all on the page about the strict cancellation policy. Also upon examination and converting the charges into US $ at 45 pesos to $1, 094 of which $129 would go to cleaning fees and airbnb service fee $136.69. I think these rates are very exorbitant and unfair. When cousins in the US saw the charges and the area being far from Broadway theaters which we prefer, we told our cousin to cancel the reservation. Our cousin tried to cancel, only a day after she made the reservation, and found to her dismay, that she has to pay 50% of the total cost of the package!

I think it is only fair that my cousin not be charged exorbitantly for cancelling her reservation. She should even be refunded the 50% she paid.

Read full review of Airbnb
Hide full review
ComplaintsBoard
J
5:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb strict cancellation

This is as a much a complain against airbnb as it is against the Host of the property
Any listing labels with Strict cancellation policy should force a pop up window to inform you that they will charge 50% regardless once you push the confirm button - Hello ! we are in the 20th century - it's a no brainer to integrate this - unless you like to make some extra free money of course that is ...

Our [friendly] Host on the other hand is just a little crook that likes to pull honest people over the table and Airbnb is just providing him with a the platform to do so ..

[airbnb.com/rooms/[protected]] August 2016 requested a Booking,

6 hours later My Girfriend realized that she mad a mistake

Result = we where charged $861.- cancellation fee

THAT'S just BS

Property Involved in SCAM:

Dave's (j...***) Home

Southeast Clatsop

Portland, OR 97236 Airbnb Property13541764

Big time scam - nothing else

any HONEST Airbnb Host will have no problem return the full amount within such a short period - period !

- Trying to get my money back trough Citibank for 3 weeks now ..

Something needs to be done about this ASAP ! - (Airbnb wont help as it's probably free money in there pocket $$$$)

Any Airbnb host that's defending this policy is as much a crook as the guy who scammed us for $861 !

Stay away from every rental that has STRICT Return polices or just don't use Airbnb at all (sorry for all the good hosts out there)

Georg Kohler

Corvallis OR

Read full review of Airbnb and 1 comment
Hide full review
1 comment
Add a comment
W
W
Windhontas
, US
Oct 17, 2016 10:43 am EDT

Update:
We disputed the charge with Citibank .. took a long time for Airbnb to assign a case manager ( Rio Olympics was there excuse..)
As "expected" they didn't give us the money back
The Owner of the property "Beautiful Home in Happy Valley" Portland OR is just another sleazebag taking advantage of Airbnb's money making return policies ...Shame on you both
Property was booked several times in August - pretty sure they made double money that weekend ..
Georg

ComplaintsBoard
B
7:25 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb unfair treatment of the host

I have been a host for over a year accepting Airbnb guests in my own residents. While I post house rules, some guest don't care to read or ignore them. When a guest breaks the rule, Airbnb gives me a right to cancel the reservation and move the guest to a different location.
The rule was this: since I am allergic to perfumes, I request that guests do not use spray colognes or perfumed aftershaves. This guest kept lying to me that he did not do it and I kept increasing my allergy medication until those did not help any more (normal outcome, by the way).
When I saw the guest in the act and took a picture of the spray bottle, he could not lie any more. I called Airbnb and they agreed to relocate him.
But what they did later was unthinkable. The guest was relocated but he gave a hard time to everyone, here in the house and to Airbnb. He demanded additional $200 compensation since the other places were more expensive than mine. They gave him $200. He moved out. Airbnb blocked my calendar for one month as a punishment for me without letting me know. They did not answer to my requests by email and I also called their call center and asked the case managers to call me back to no avail. I feel now that there is no accountability and people are right saying that all they want is money. Case managers can do whatever they want and nobody can do anything about it. They can be rude, break the rules and terms of Airbnb themselves, and again, there is no oversight, no complaint form to full out. Whatever the call center writes in the notes from your words, often times inaccurate details, go to the case managers, and one person there, makes a decision. If that person is in a good mood, he makes a fair decision, but if not, he or she writes her decision as a final judgement or don't even write. I found out that my calendar was blocked a few days before the calendar showed to be available. I still have guests staying at my place, nice people, some pf them are long term, but I am not sleeping well worrying about worse case scenario.

Read full review of Airbnb and 2 comments
Hide full review
2 comments
Add a comment
M
M
Melody Boston
, US
Aug 11, 2016 9:43 am EDT

Their newly made "post your listing" has "Instant booking" as a default and it is very easy to overlook it.
That is my only explanation.
Same happened to me and I was in shock. I would never do instant booking. In the past, they would warn me about it and tried to persuade me to use it allowing 3 free cancellations without penalty. Suddenly, it is all changed without warning.
Does anyone knows how to complain about these things? Their case managers became ineffective, some are rude, some imagine they are a supreme judge or something.

P
P
Pissed off Host
, US
Aug 11, 2016 6:58 am EDT

Airbnb is a joke! They have "withheld" some of the rent money that was due to me due to my not accepting a reservations that came through. I NEVER accepted the reservations. I advertise on multiple websites and sometimes I get back to back reservations and have not had time to update them all. I have cancelled my listing with them. I have filed complaints on online and will NOT recommend people to use them for reservations. They are very difficult to deal with. I can't even find a phone number on their website to call and complain or even ask questions. That should tell you something right there! DO NOT USE THEM!

ComplaintsBoard
R
3:16 am EST

Airbnb unreliable site

This has been the most terrible experience I have ever had. I made a reservation and booked a room through Airbnb website. After I paid my booking was cancelled for no reason. I contacted Airbnb customer service and the rep I spoke to was quite friendly and nice. They could not give me a full refund, but offered me a small partial refund. I was very disappointed and basically lost my money. Butt its better than nothing. I wasted my money and my precious time and I find this website quite unreliable and unsafe. Never again I will use Airbnb.

Read full review of Airbnb
Hide full review
ComplaintsBoard
L
4:04 am EST

Airbnb horrible!

Airbnb doesn't care about their clients' safety. All they want is money. I booked a place through Airbnb and when I arrived there was no booking on my name. I contacted the company and they told me to find a hotel and they would pay for it. I found one and stayed there for three nights. Then I called the company again and asked my money back. They refused. So these people actually owe me a refund of my first unsuccessful booking and the money I paid for three nights at the hotel. About 20 emails later they locked me out of the account, said that they were sorry and closed the matter. I would not recommend using Airbnb.

Read full review of Airbnb
Hide full review
ComplaintsBoard
J
4:09 am EST

Airbnb all they need is money

When I started using AirBnb it was a great way to see places. Customer service was always helpful. But now things had changed in a bad way and they don't care about anything but their fees. I wanted to book a place and had so many problems with hosts. They said the prices were higher than listed or trying to change parts of the listing. Once I send a request and receive no reply. I finally booked a place, but when I arrived I was shocked. It was nothing as promised, the room was tiny, dark and very dirty. I contacted the host and he was ready to give me a refund, but AirBnb refused to refund me! AirBnb doesn't seem to check any of the listings and only wants your money.

Read full review of Airbnb
Hide full review
ComplaintsBoard
L
8:50 am EST

Airbnb unable to book

I wanted to book a room, but the whole booking process through Airbnb was a real nightmare. When I wanted to pay for my room I was told that booking process includes submitting a photo, entering ID info, verifying your phone number, and then submitting a photo of your driver's license! That actually is ridiculous! Well, I did everything as they said, but then they said that they needed access to my Facebook account. I contacted their customer support, because I thought that there was some kind of mistake. But I was told that without all that information I can't book anything! I was actually shocked, because I could not understand why they need my Facebook account! Well, I'm done with Airbnb.

Read full review of Airbnb
Hide full review
ComplaintsBoard
I
8:49 am EST

Airbnb no help from customer service

I booked a room through Airbnb and the booking procedure went quite well. But then I received a message stating that I need to verify my ID. They asked me to write a description of myself and supply a photo online. Then I had to do a 10 second video, but no instructions were provided how to send it to them. When I asked Airbnb customer service for help, I received no response to my mail. And because of that my booking was cancelled. I will never use this company again! I did everything as they said, but when I needed some help they just ignored me! Complete disrespect!

Read full review of Airbnb and 4 comments
Hide full review
4 comments
Add a comment
U
U
University Alliance Lies!
Bloomfield Township, US
Sep 19, 2018 1:40 am EDT

ALERT! My Airbnb account was hacked including credit card. Over $5k of charges then refunded to a DIFFERENT CREDIT CARD! Contacted them of breeches before charges. What organization refunds to a DIFFERENT CREIDT CARD! Consumers BE AWARE OF AIRBNB!

H
H
Hevi Akgül
, US
Aug 29, 2018 4:41 am EDT

Airbnb! You have spoofed sites and we've been duped by these fake web sites! The help lines on their fake web site are directly connected to you. When we click on the link, you come back to help us. How is this possible? Are you planning to do something about this?

M
M
Mark Fowlie
, US
Aug 15, 2018 7:11 am EDT

I'm a Høst and I told Airbnb that I was interested in giving a guest a refund due to water not being fully hot. I have not instructed them in how much but they decided on the amount and made the payout without my acceptance so it's basically the same as steeling my money and giving them to someone else.

E
E
emifer
, AE
Aug 15, 2018 9:29 am EDT

hello!

i want to raise a complaint regarding my sister statement in her Credit card which shown a purchase in air BNB dated June 9 which she never made.

best regards

Emie

ComplaintsBoard
S
5:53 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Airbnb fees not reimbursed and you can't contact them

On the 17th January 2016, I made an enquiry to book a place for my family of 6 in Hawaii. I didn't hear anything back so the next day at 3.55pm I did an instant booking with Rebecca.S.[censored]asa (Hawaii Dream Realty- Property management). At 6.47pm a text came through saying congratulations your enquiry is now a confirmed booking from the 17th January enquiry. I quickly panicked as now by accident I had booked 2 places! I then cancelled Rebecca's place at 7pm that I had booked that day at 3.55pm. The booking was not until the 27th June so plenty of warning. On the 19th January I looked at my paypal account and saw that they had reimbursed me the $1, 872.00 but kept $1, 457.00 of my money. I can't call or email airbnb...there are no numbers! I tried to email Rebecca but my message bounced back! I need help into how to get my money back! PLEASE, Sheri

Read full review of Airbnb
Hide full review
ComplaintsBoard
R
1:32 pm EST

Airbnb customer service

I chatted an Airbnb rep to find out why guests could not reserve my listing after I canceled on a guest for that particular weekend. (I now know, of course, that is your punishment for canceling.) My issue was that I put my ad live but forgot to set certain dates (Mardi Gras weekend; I am in New Orleans) at higher rates. Almost instantly, someone booked the Friday and Saturday of Mardi Gras at the regular rate. So basically, I was a brand new user and made a mistake and was hoping Airbnb would at least allow me to list the place for Mardi Gras weekend, to that same user at the correct rate, or to someone else. The conversation was pretty brief, but she did take the opportunity to lecture me on business ethics: Kat: Airbnb has a policy of only wanting people who are serious about keeping reservations to agree. We cannot bend the rules just to make money. Are you still with me? Me: Yes I'm just trying to figure out how they hired such an unfriendly person to be a customer service agent. Kat: I'm friendly enough sir, you just don't like the answer. Kat: We cannot waive the penalties in this case because the pricing was not what you wanted. It's not fair to the guests you cancelled on. Not fair to the guests...what about not fair to me? It's fricken Mardi Gras weekend! If I had accidentally priced my place at $1.00 when I meant to price it at $100.00, would it be "not fair" for the guest not to get the place for $1.00? It's called making a mistake, a**holes! Thanks for listening.

Read full review of Airbnb
Hide full review

Airbnb Customer Reviews Overview

Airbnb is a popular online marketplace that connects travelers with local hosts who offer unique accommodations around the world. With over 7 million listings in more than 220 countries and regions, Airbnb has become a go-to platform for travelers seeking affordable and authentic lodging options.

One of the most significant advantages of Airbnb is the variety of accommodations available. From cozy apartments to luxurious villas, treehouses, and even castles, Airbnb has something for everyone. The platform also allows travelers to filter their search results based on their preferences, such as location, price, and amenities.

Another positive aspect of Airbnb is the opportunity to connect with locals. Hosts often provide insider tips on the best places to eat, shop, and explore in their city, making the travel experience more authentic and memorable.

Airbnb also offers a secure and reliable booking process, with a robust review system that allows guests to share their experiences and rate their hosts. This system helps ensure that both hosts and guests are accountable and respectful, creating a safe and welcoming community.

Overall, Airbnb has revolutionized the travel industry by providing affordable and unique accommodations while fostering connections between travelers and locals. With its vast selection of listings, secure booking process, and community-driven approach, Airbnb is a top choice for travelers worldwide.

Airbnb In-depth Review

User Experience:

Website Design and Navigation: Airbnb's website design is clean and intuitive, making it easy to navigate and find what you're looking for. The layout is visually appealing and the search bar is prominently displayed for quick access to listings.

Ease of Booking Process: The booking process on Airbnb is straightforward and user-friendly. With just a few clicks, you can easily select your desired dates, review the listing details, and proceed with the booking.

Search Functionality and Filters: Airbnb's search functionality is robust, allowing users to filter their search results based on various criteria such as location, price range, amenities, and more. This makes it easy to find the perfect accommodation that meets your specific needs.

Mobile App Experience: Airbnb's mobile app provides a seamless experience for users on the go. It offers all the features and functionality of the website, allowing you to search for listings, communicate with hosts, and manage your bookings conveniently from your smartphone.

Accommodation Options:

Variety of Listings: Airbnb offers a wide range of accommodation options, from cozy apartments to luxurious villas and unique stays like treehouses and yurts. There is something to suit every traveler's preferences and budget.

Quality and Accuracy of Descriptions: The descriptions of listings on Airbnb are generally accurate and detailed, providing you with all the necessary information about the property. Hosts are encouraged to be transparent, ensuring that you have a clear understanding of what to expect.

Amenities and Facilities Provided: Airbnb listings often come with a variety of amenities and facilities, such as fully equipped kitchens, Wi-Fi, parking, and more. The amenities are clearly listed, allowing you to choose a property that meets your specific needs.

Availability and Booking Flexibility: Airbnb offers flexible booking options, allowing you to choose from various availability dates and lengths of stay. This flexibility makes it convenient for both short-term and long-term travelers.

Hosts and Guests:

Host Communication and Responsiveness: Airbnb encourages hosts to maintain good communication with guests. Hosts are responsive and readily available to answer any questions or address any concerns you may have before, during, and after your stay.

Guest Reviews and Ratings: Guest reviews and ratings on Airbnb provide valuable insights into the quality of accommodations and the experiences of previous guests. These reviews help you make informed decisions when choosing a listing.

Safety and Security Measures: Airbnb takes safety and security seriously. Hosts are required to verify their identities, and the platform offers safety features such as secure payment processing and a messaging system that allows you to communicate with hosts without sharing personal contact information.

Cancellation Policies: Each listing on Airbnb has its own cancellation policy, which is clearly stated on the listing page. It's important to review the cancellation policy before booking to understand the terms and conditions in case you need to cancel or modify your reservation.

Pricing and Value for Money:

Competitive Pricing: Airbnb offers competitive pricing compared to traditional hotels, often providing more affordable options for travelers. The prices vary depending on the location, type of accommodation, and season.

Additional Fees and Charges: When booking on Airbnb, it's important to be aware of any additional fees and charges that may apply, such as cleaning fees or service fees. These fees are clearly displayed during the booking process.

Discounts and Special Offers: Airbnb occasionally offers discounts and special offers, especially for longer stays or during off-peak seasons. Keep an eye out for these promotions to get the best value for your money.

Value for Money Compared to Hotels: Airbnb often provides better value for money compared to hotels, especially for larger groups or longer stays. With the option to book entire homes or apartments, you can enjoy more space and amenities at a lower cost.

Customer Support:

Availability and Responsiveness: Airbnb's customer support is available 24/7, ensuring that you can reach out for assistance whenever you need it. The support team is responsive and strives to resolve any issues or concerns promptly.

Help Center and FAQ: Airbnb's help center and FAQ section are comprehensive and provide answers to most common questions and concerns. It's a valuable resource for finding information and troubleshooting common issues.

Resolution of Issues and Complaints: In the rare event that you encounter an issue or have a complaint, Airbnb is committed to resolving it fairly and efficiently. They have a dedicated team to handle disputes and ensure that both hosts and guests are satisfied with the outcome.

Support for Hosts and Guests: Airbnb offers support for both hosts and guests throughout the entire booking process. Whether you need assistance with listing your property or have questions about your reservation, Airbnb is there to help.

Trust and Safety:

Verification Process for Hosts and Guests: Airbnb has a verification process in place for both hosts and guests, which helps ensure the safety and security of the community. Hosts are required to provide identification, and guests can also verify their identities for added peace of mind.

Trustworthiness of Reviews and Ratings: Airbnb takes measures to ensure the trustworthiness of reviews and ratings by verifying that they come from genuine guests. This helps you make informed decisions based on reliable feedback from previous guests.

Insurance Coverage and Protection: Airbnb provides Host Guarantee and Host Protection Insurance, offering coverage for certain damages and liabilities. This provides an added layer of protection for both hosts and guests.

Handling of Disputes and Refunds: In the event of a dispute or the need for a refund, Airbnb has a resolution center to help facilitate communication and find a fair resolution. They aim to handle disputes and refunds promptly and fairly.

Community and Social Impact:

Local Community Engagement: Airbnb encourages hosts to engage with the local community and provide recommendations for local attractions, restaurants, and experiences. This helps guests have a more authentic and immersive travel experience.

Sustainability Initiatives: Airbnb is committed to sustainability and has implemented various initiatives to reduce its environmental impact. This includes promoting eco-friendly practices and encouraging hosts to adopt sustainable practices.

Support for Non-Profit Organizations: Airbnb has partnered with various non-profit organizations to support social causes and make a positive impact in communities around the world. Through initiatives like Open Homes, hosts can offer free or discounted stays to those in need.

Cultural Exchange Opportunities: Airbnb provides opportunities for cultural exchange by connecting travelers with local hosts who can share their knowledge, traditions, and customs. This fosters cross-cultural understanding and enriches the travel experience.

Overall Satisfaction:

Overall Rating and Feedback: Overall, Airbnb receives high ratings and positive feedback from users. The platform has revolutionized the way people travel and has become a trusted and popular choice for accommodation worldwide.

Likelihood to Recommend: Based on the positive experiences of many users, Airbnb is highly recommended for those seeking unique and affordable accommodation options. It offers a personalized and memorable travel experience.

Comparison to Competitors: Airbnb stands out among its competitors for its extensive range of listings, user-friendly platform, and commitment to trust, safety, and community engagement. It has set the standard for the sharing economy in the travel industry.

Personal Experience and Recommendations: Personally, I have had great experiences using Airbnb for my travels. I appreciate the variety of accommodation options, the ease of booking, and the opportunity to connect with local hosts. I highly recommend giving Airbnb a try for your next trip.

How to file a complaint about Airbnb?

Here is a guide on how to file a complaint against Airbnb on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Airbnb in the 'Complaint Title' section.

4. Detailing the Experience:
- Mention key areas such as transactions with the company, steps taken to resolve the issue, the company's response, personal impact of the issue, and nature of the problem.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Ensure your complaint is clear, accurate, and complete before submitting.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Follow these steps to effectively file a complaint against Airbnb on ComplaintsBoard.com.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Airbnb customer service

Website

www.airbnb.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Airbnb?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Airbnb Customer Service. Initial Airbnb complaints should be directed to their team directly. You can find contact details for Airbnb above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Airbnb. Discuss the issues you have had with Airbnb and work with their customer service team to find a resolution.