Airbnb Customer Service

Airbnb Positive Reviews

Loving AirbnbWe used Airbnb during our recent holiday in Kona, HI and stayed in 3 different private units. Each was wonderful and had everything we needed including the loan of beach chairs, beach towels and umbrellas. We didn’t cook, but each unit was well appointed with everything we would need and next time we will enjoy creating our own meals at the units and eat out less. We enjoyed visiting briefly with each owner, they were all really nice but not intrusive at all. We went on two excursions recommended and booked through Airbnb. They were great and good value. I would recommend the Wild Dolphin & Snorkeling adventure with Captain Chase and the Local Brews & Poke Flights with Lottie and a wonderful chef and fun bartender at a beautiful golf course. They were both awesome and each was a small group of 5-6 people allowing us to ask our hosts questions and visit with the other guests. We will likely use Airbnb more often, it was super easy to book the units, more fun and less expensive than a hotel. When they say ‘Super Host’ believe it, book it and relax. I’m a fan and sharing our experiences with friends. Mahalo!.Cindy from Palm Desert, CAVersion: 18.19

Great service - serviceable appI have used AirBnB between 3-4 times per year for travel. It has been a great service and rarely have I been disappointed with the homes, cabins, and condos we have enjoyed over the past couple of years. The app, however is lacking not so much in its function but what it provides for searching options. One of the first things people search for when booking accommodations besides location is the room type. And part of that is what type of bed. I can search for number of bedrooms, number of beds ... even the bed height as an accessibility option, but not the bed size (!?). Thinking it was just me not being savvy, I find multiple posts on AirBnBs own forum of people who have raised the same issue over the course of the past 3 years. Devs, if you read this, please review the basic filtering and sorting options for this app and add this as a feature request for your next agile sprint or whatever you do to update this program. I appreciate your respect for those who need accessibility options, but the rest of your customer base might appreciate a fundamental filtering feature added, that literally every other travel and booking site uses as a base feature. Thanks!.FenderBossVersion: 20.17

AverageOverall, I’ve had good experience with Airbnb, and I like the general set up. I do have two major major issues, and that is 1). with the tax collection. My county and total sales tax are 9%, But they only take out 6% and refuse to fix it. This causes me to lose so much money because I have to take it out of my profit and then file with the county and do my state taxes through an accountant because the system is too complex... Major inconvenience... and 2). This is my 2nd home. I do not want to rent it to just “anyone“. VRBO is better because they at least let you see the person‘s full name, and you can Google their information to make sure they are a real person, etc. There are so Many scam emails. I have no problem with an AirBNB traveler who has previously had a review, but when a New, unknown person tries to books and gives me no information at all regarding their group or info on their trip, and all I have is a “first name”- it’s unnerving. I think they should try to protect the homeowners much better than what they do right now. It’s very one-sided towards the renter- where I would like much more of a mutual accountability. Hiding the pictures and last name is also not OK in my book..DellDynVersion: 19.09

So far it’s been good, but needs a little work!So far it’s been good, but still has some work to be done On the app ect. sometimes the app crashes or takes a while to update. I get messages way later like a day or 2 later on guests asking me questions. I did notice that it has not been sending the check In information to the guests so they get trapped out side the gate for a while because the messages don’t come in to my phone right when they message. Also I’ve been getting guests having a hard time keeping the booking I get them confirmed and then a day later it’s canceled on them. Guest call me a lot trying to figure out how to book. Maybe make the booking a little easier. Also if you are in a state that they pay the tax for you make sure to look in to it cause they only pay the state tax not the city tax. Wish they could pay that also each quarter for me. I give Airbnb over all a 4 cause it’s good just not yet a 5 yet. Work on app a little more and maybe put a system in that is like doc u sign. that way it just automatically sends the booking waver that we need each guest to sign so I don’t have to do it manually..Sea225Version: 18.24

♥️AirbnbI’ve been an Airbnb host and an Airbnb guest for over 3 1/2 years. I have hosted over 160 guests from all over the world, and all experiences have been wonderful. Not one bad experience. The places that we have stayed have been clean, friendly.... just exactly what we needed for where we were and what we’re doing. Again, as a host, I enjoy sharing my hometown with visitors and making them feel comfortable and welcome while enjoying the area. The extra money has been greatly appreciated as we live in an expensive area. Now with my husband retired, I am able to help with our expensive taxes and utilities, not to mention my health insurance which is extremely expensive since I am no longer covered by my husband’s employment. I am grateful for the opportunity to be able to contribute and be creative as a host at the same time, I give Airbnb my highest recommendation and appreciation to Airbnb and what this wonderful company stands for and look forward to a long and rewarding relationship as a Super Host and a guest. Thank you so much, Airbnb!.Inn BloomVersion: 17.44.1

First experience with Air BnB is so-soI am traveling for just under a month and am using Air BnB for my travels. I am satisfied with most of my stats so far except one. This particular place was so dingy and run down that I immediately knew I did not want to stay there. Right away I contacted the host asking for the payment of my remaining two nights back so I could secure someplace else. She refused. So I contacted Air BnB and they too so long in figuring things out that I was well on to my next location by the time they said they had successfully negotiated a cleaning fee refund ($34). That was laughable. They told me I could dispute it further and asked me what was a fair compensation. I said that the fairest compensation was the two nights I had originally asked for. That would have been around $270. They negotiated some more and ended up refunding me $120. I am not impressed on the time it takes for them to respond and handle things, nor am I impressed with their negotiation skills. The place I stayed in was a dump and the pictures were a complete lie and they did nothing to fix that for future renters. I’ve now stayed in three other locations and I am very pleased with them. I like Air BnB but I don’t like their service..Emb 927363404Version: 19.17

Good App, but could improve with some bug fixesVery nice App. Easy to book and communicate with host. But (the current version) could use some bug fixes. I use the App on my iPad Pro with the most recent iOS an when I scroll through my search results, the movement is extremely slowly, sometimes gets even stuck. Something is wrong here. Search filters are also not perfect. When I set for example my limit at $200 per night, the App shows me also accommodations above $200. Also, it would be great if the location filter would be narrower. If I search for housing in a certain town I don‘t want to see housing from near-by towns. Unfortunately, one sometimes only find out once you check the map, because the title often does not tell the location. Maybe adding a distance option would help (how far from target destination the search should be expanded). Additional comment: What I also dont like is that I cant remove my credit card information from my account after payment (not through the App and also not through the online account). I wished they would support Apple Pay. I don‘t like to keep my credit card information all over the internet..Guesswho!!Version: 17.50

Problems taking photo on iPad Pro in landscapeThe app presents a little overlay where one can center the photo id capture, but running the app in landscape mode, the overlay was misaligned, with the overlay rectangle half off-screen. And when I disconnected it from the keyboard and rotated the device into portrait orientation, it put the overlay in the right place and everything looked rendered OK, but when I took the photo, it then grabbed the wrong portion of the photo. Bottom line, the photo capture got thoroughly confused with iPad in landscape orientation (which if you have a keyboard attached, is how we generally use these things). And when I first oriented the device into portrait, I happened to do upside-down portrait orientation (which iPads permit) and then the captured photo was upside down. Lol. But when I backed out, put my iPad in portrait orientation, and tried to capture the photo again, it worked fine. The problem seems to be limited to when you enter the photo capture while the iPad is in landscape orientation. This is all pretty minor stuff in an otherwise quite polished app, but I thought I’d bring this to your attention as this is apparently and use-case that slipped by anyone’s attention..Robert RyanVersion: 19.20.1

Good app except……I enjoy all the features of this app. In fact I like all of the app with one gigantic exception… The calendar inconsistently works. What I mean is when you open up your Airbnb app and you want to look at your calendar about 50% of the time it just hangs and will not open. All other features work but if you want to know who’s coming on what day your calendar won’t be helpful since half the time it doesn’t load. It doesn’t matter what phone you’re on it doesn’t matter if you’re on an iPad it doesn’t matter what computer… I’ve called over and over about this especially after seeing so many other people having the same issue. As a host it’s really inconvenient to not be able to see who is booking on what dates. Despite a history of this is a major issue for people, it’s still not fixed years later. So so annoying. PS… Only fix I’ve been able to find is you have to shut the device completely off and power back on. Sometimes that’ll bring your calendar back up otherwise Airbnb doesn’t seem to think this is a big deal that the calendar doesn’t show up for the host about half the time..AsufhesVersion: 18.31

Cherry’s place was amazing. Cozy house with beautiful touches.Cherry’s place was amazing. Cozy house with beautiful touches. This host has definitely raised the bar on my expectations at my next Airbnb. She is super understanding and friendly. The bed was ah-mazingly soft!! The air conditioning was perfect. The bathrooms were sparkling clean. The house is located one minute away from Cincinnati. It’s extremely clean and very well appointed. The hostess takes great care in providing that immaculate home away from home comfort. Everything you need for a stay away. Kitchen well stocked with clean utensils, more than enough ample amenities all around. The interior renovation of this sweet little cottage is even better than it looks in the photos. So clean and a fresh feeling. Love the decor and back porch. Close to the highways, the neighborhood felt very safe, relatively quiet. I felt very secure there was also another female traveler, I had a wonderful time! Everything I needed was included in the house plus lots of extras. Thanks for hosting this space, I will definitely stay here again!.Gatoloco*Version: 19.31

Reimbursement- communicationThere was a guest I was hosting, they extended there stay for a extra day after they checked in. I excepted the request and Airbnb gave the green light, I’m assuming to make sure the funds were available. That was on the Thursday they stay Friday which was the extra day and then checked out Saturday I got a email Friday morning at 1:30 in the morning saying the funds were not available. I then contacted Airbnb via email and the representative was saying if she could attempt to get the payment she tried she called then ask me if I would be willing to call the guest which I wasn’t at first then I decided that I could still reach out with a pleasant message long story short I got the payment through speaking with the guest. I asked to speak with the supervisor after messaging for four days waiting for the payment. The supervisor called me back after the fact after I’d already retrieve the money and I feel like Airbnb wasn’t going to reimbursed me. I repeatedly asked the representative to reimburse me and then go collect it from the guest instead of putting me in the middle and I got nowhere I had to do it myself..Yellow tail 23Version: 18.31

Hard 2 c, find, useEVERYTHING. With this app is non- intuitive. Have they forgotten that “ease of use” , making text easy to read and find, is what attracted people to the web in the first place? I drive LYFT/UBER too and I’ve taken Airbnb Programmers around S.f. Smug group generally. Proud that they can “ force” u into certain behaviors. #AssinineArrogantBehaviors. I’ve said it before: clear bright text. Clearly organized pages and structure, so we the users have an idea where ur going as well as the program. Super-host” is meaningless. I’ve stayed in several “ super host” homes now, and all they did was set the bar REAL low so it is easy to hit expectations. No difference between those folks and a hotel. Lastly , u can not search by a text string if I am searching for a specific place in a given city, should b able 2 put my string or any combo of usual string syntax ( a “NOT” operator would really set u all apart. ) and have places I know r there come up. Beginning and end date choice algorithm especially annoying, choosing dates from a pastel date screen and having constantly treat ur “end” dt as ur begin” dt , very frustrating and wasteful of my time..U may not like this butVersion: 18.08

App needs more functions for hostsThe app was designed great for renters, everything you need is there. However, for hosts it’s lacking in resources. First off and most important, there’s not a way to setup notifications and reminders of when guests will be checking in (atleast via mobile notifications), leaving you too manually set reminders using other apps. It does send an email out roughly a week before, but it’s not as good of a reminder as a mobile alert would be. Plus, you should be able to customize reminders to your preferences through the app, with how busy everyone’s lives are it’s hard to stay on top of it all of the time. Another huge problem we’ve had is issues with receiving notifications of new bookings and inquiries. Some days we will get them, others days we won’t, so I have to constantly check the app in fear I may have missed a new inquiry. Customer service is absolutely amazing, as a host they’ve been outstanding in helping when problems arise. I hope Airbnb will see this feedback to help make hosts lives a little more efficient and simple..Meerkat19871987Version: 20.29

Amazing Business Model!We are making additional income per year - thanks to Airbnb! And this app streamlines the whole process!.JQ_1978Version: 17.41

Love this appMust have app when travelingling.NishigedasguaigeVersion: 21.02

Glitchy notificationsFor the most part, this app does what is needed. But it really bothers me that they haven’t fixed the glitches in the notifications. Even when I answer a message, the notification still remains, as if I hadn’t seen it yet. It’s the same thing with reviews. I’ll complete one, and then the notification still says “write a review”. Pls fix !.Jen645Version: 20.37

The some landlord has no sense of responsibilityBecause of the epidemic, the landlord does not allow guests from other provinces to stay. In fact, the landlord told me that he would not allow people from other provinces to move in after I paid all the rent. However, he was unwilling to refund the rent of more than 1,000 dollars. He only wanted to refund the cleaning fee of 100 dollars. It only took 3 hours from the reservation to the time I called to request the landlord to cancel. And he sent a text message to warn me not to invite local friends to stay in, and change the occupants. If he does this, he will call the police? ? ? (The APP shows that I can change the accompanying members). The landlord blamed me for booking his apartment, which caused him to miss a more valuable client, and he never agreed to the request for refund of the rent. Finally, airbnn's customer service and the landlord could not be contacted, and the platform can only compensate for my loss..禾苗喵喵Version: 21.08

Deceiving pricesThe most annoying thing about the app is how you don’t know the final price per night until you go through the booking flow. The listing shows one price while in reality it is 30-50% higher with all the countless additional fees. I don’t need to know how you calculate the price, just show me how much it will cost me..Hfjjfn67474hhVersion: 19.40

Can’t view favourite propertyNot able to view previously saved or hearted properties on the map feature. New update or something change? Never used to be like this.AshMshanVersion: 21.13

ExcellentExcellent app..Andy SagguVersion: 20.44

Worst experience everDont use this application ever for rent. They dont protect you if someone try to take money from you after a rent..Josianne7514Version: 20.50.1

SabinaMy biggest issue with this app is that I don’t have a way of deleting the old messages and no one seems to have an answer, instead they keep talking the space on my phone. Please do something about it..SabinaVVersion: 20.48

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Airbnb Negative Reviews

Worst customer service ever!!We booked through Airbnb for our spring break vacation at the end of March. We planned on going to Florida and stayed 1 night due to an issue at the place we were staying. Since we had our dog with us, I couldn’t find anything around the area within our budget that would allow us to have pets. I ended up finding a place in Myrtle Beach to book that allowed the dog. We drove all day to get there and arrived around 11:30 PM to check in. We went in to check the place over for bed bugs as I always do. We didn’t end up finding any bed bugs, but discovered the place was infested with cockroaches!! I tried to contact the host first who didn’t respond until the next morning. I then filed a claim with Airbnb to get my money back because we ended up just going home and not even staying 1 night. Airbnb support finally messaged me 3 days after the incident which is where I provided pictures of the incident and explained what happened. I am still fighting with then to get my money back!! My issue is classified as a travel issue and, on their website, constitutes as a full refund. Airbnb ended up siding with the host saying there was nothing more they could do for us because the host would t give any money back other than the $200 cleaning fee. I paid $800 for this place we never even stayed at and they did not a single thing to help get my money back. I will NEVER use Airbnb to book another trip again!! WORAT EXPERIENCE EVER!!!.PrettyprincesskageVersion: 21.13

Awful Customer ServiceIf I could give this company and this app a negative review, I would. I work in customer service, and I have never seen and will never try to emulate the kind of awful customer service I experienced with AirBnb. I won’t get into the details because I’ve told this story too many times, but in essence, my host lied and claimed that my friends and I broke her air conditioning system and thermostat so she could charge us for the already-broken system. She also promised to refund us if we left our trip early, and—although we did—she refused the refund and then tried to charge us for the the thermostat (and at twice the cost of the actual unit). I contacted AirBnb about this promptly, and not only did they take weeks to answer me back, but they never had the decency to call me back and get my side of things (they only emailed after I complained about not getting a call despite my host getting a call from them). They took months to get to a resolution and their resolution, though vague and unclear, was along the lines of “your host doesn’t have to refund you, and you can solve this on your own.” So, basically, my host and I got into a predicament which AirBnb refused to solve. I believe that their only reason for not wanting to handle this in my favor is because this host rents out multiple locations through AirBnb, and so she is more of an asset to them than I am. I hope this review helps them to see how awful that logic is..ÅBÇDÊFGHÏJKLMNØPQRSTÚVVersion: 20.33.1

Airbnb has horrible support for customersAfter being deceived by a host and reporting it to the customer support team, the only resolution that we received was an email response more than a month after our trip that “it didn’t violate their standards and that they have gone over their community standards with the host to ensure they understand” 😒Are you kidding me?! The property is adjacent to a property that is currently burnt down but is occupied, in the original property description there was no mention of it. There is also an aggressive dog that will not stay off of the property and tried to attack me twice. This host approached us about installing a dryer to replace the broken one at the residence, then we brought to her attention the electrical problems throughout the house with all of the outlets that kept tripping or just were not working at all! She then asked me to fix them! I told her I absolutely would fix them but she would have to pay me for my labor! After buying the parts and doing the labor, of course she didn’t pay me for my work. Apparently this host has a few properties and because of this Airbnb doesn’t seem to have a problem with the fact that they are liars and scammers. They’re lucky that Sarah Foust had enough sense not to come to the property after calling me and threatening ME!! I will NEVER use this service again and I will NEVER recommend it!! I also have all of the photos and receipts, emails etc from this host 👌🏼🤔.Poppy131313Version: 21.14

Terrible companyI just tried to book a small guest house for me and my little sister. It was for one night, about an hour away from our house. I wanted to take her on a small trip for her spring break- since she has been doing school online and hasn’t gotten to do much else due to COVID. When I tried to book it I got a pop up saying that I was unable to book it because I was a “high safety risk (could throw parties)”. I was confused because every place that I have stayed the host has giving me 5 stars/glowing reviews. I called their customer service line to figure out why this was happening. They lady I spoke to told me that they will not let people under 25 rent entire places because it’s a higher risk that I will throw a party. I am a 22 nearly 23 year old, engaged, security guard; Trying to take my 17 year old sister on a trip. I’m not looking to throw a party. They said I am allowed to book a room in someone’s house or share a hotel room with a stranger. Obviously I am not comfortable doing that. I am not going to put me or my sister in a potentially dangerous/uncomfortable position. I sent a message to customer service explaining my frustration, and the person basically told me “too bad”. I was going to try to find a way around this rule, but after reading all of these recent reviews; I never want to use this app. I went ahead and just booked a hotel, I would recommend you do the same..Elisabeth162628Version: 21.13

Unhelpful AirbnbI live in washington DC, on February 1rs I make the reservation for miama beach through the Airbnb application. I received my confirmation from the hotel that was available, they took the money from my card and everything was ready. My group was 8 people, we rented a van , we requested day in our job, we plan dates and place to visit mejor of our hotel. etc. ..., we were happy and excited about our trip to Miami Beach, Our reservation was from February 12 to 15. On February 10, I received an email from the hotel that they are over book and they just tried to cancel my reservation and return the money. JUST 2 DAYS BEFORE OUR TRIP. I contacted Airbnb to solve the problem. what they did were cancel my reservation and give me back my money. Looking for another list far our original place of reservation. Otherwise if we keep the same place we have to pay more due to dates. How that can be a great solution? In short, what they offered was to keep looking for places which were no longer available in the place of maiami beach. Anyway, I don't understand why arbnb allows hotels to cancel at the last minute and they can't do anything to help me. What kind of company are they? We lost time, money and our excited trip. I’m still waiting for an real solution. they didn’t give a real solution. Just return the money. I’m really frustrated about Arbnb. They are unhelpful..FhxhvfhjffVersion: 21.06

Helping hosts with their problems is like 10th on their listLong story short. Had an issue with a guest. Reported it. Had a hard time with the representative because half of them either don’t understand you, or are condescending, or just plain don’t want to help you and want to transfer you to some other department that has nothing to do with your issue. They proceeded to escalate it, insisting that they couldn’t help me right then and there like they always do. I’m sure that’s on purpose. Then contact me three days later, the issue still going on, but get this. They contact me at 4:19 in the morning, and tell me that I have until 8 AM to call and talk to a representative. In America. They had the nerve to tell me that I had until before business hours to talk to someone. A lot of people in this country know that it’s illegal for a company to contact a person outside of regular business hours. But apparently Airbnb hasn’t told their call center which obviously doesn’t operate in America. That’s just crazy to me. But I guess when they start getting lawsuits for contacting people at ungodly hours they’ll change their policy. Because they don’t see anything wrong with waking me up at four in the morning and telling me to reached out to them by 8 AM in the morning when I’m exhausted and I have things to do the next day. I’m going to switch platforms..Sick of Matt BVersion: 21.08

DO NOT RECOMMEND THIS APP!!!I had the worst experience ever! Every year my family makes plans to go out of town to celebrate Christmas, this year we decided Orlando, FL. I heard about AirBnb and decided to check it out. I reserved a house for December 27-January 2 and reserved it on August. I get a text a week before the trip saying the host canceled the reservation. The host didn’t let me know the reason and just canceled. I try contacting the host and he didn’t respond to my calls and text. I call customer service and they tell me it was an emergency and that my money is going to be refunded in 5 to 10 business days. They didn’t give me an explanation at all. I decided to get another house that was $1000 more, but I was ok with it since I had everything paid for and family from another country was coming. 2 days before the trip I get a cancellation message again about my reservation on the new place. This host was decent enough to tell me that he canceled due to the days I reserved for were already booked. Apparently Airbnb showed available rooms that were not really available. Called customer service and they didn’t give me any solutions, just sent me listings of places that were already not available or $5000 more in price. Give me a $200 coupon like that was any help at all. I’m never using this app again and I recommend you do the same..[email protected]Version: 19.50

RidiculousSo I signed up and attempted to book for the first time about a year later. In the mean time I had canceled the credit card I signed up with. So I attempted to book but it failed because of the credit card. I got an email, a text and a message through the app telling me it failed. I clicked the link in the email which opened the app but there was no indication of how or where to update the credit card. I finally found it, not in account settings, but (strangely) on the page of the failed booking. There was no option to remove a payment method nor to update a credit card. However there was a button to add a new payment method except the feature would not load. I just got the white page and the little animated dots. I tried restarting the app, restarting the phone, updating the app, and tried it on WiFi and cellular all over the course of about 12 hours. Nothing worked. So I logged into the website. There I found an option to delete a payment method but incredibly there was no option I could find to add a payment method. So I contacted customer service. The replied to my message at 4AM the next day but gave me no helpful information. I replied, but didn’t hear back from them for three more days. By then I had already booked with a normal hotel which, of course, was no problem. Good riddance Airbnb..Hoodoo2Version: 19.02

Why yes, I would like to stay 30 minutes away from my destinationSomething is wrong with the search engine airbnb uses. I put in a City and great, there's like 800 places to pick from. Problem is that most of these locations are 30 minutes away from where I actually want to be. As a traveler, this is mostly inconvenient. So then you have to waste your time checking through each posting to see which one is actually close to where you want to be. Please add a distance filter from the city center to fix this mess. Other room finding applications know how to manage distance, so airbnb is way behind. Aside from that, either the posting is falsified by the host or the engine is misreading metadata, but some city locations at the top, don't match what is on the map. I feel like this must be the host lying about the location to try and get people to go to their location, but airbnb should just pull the city location from the map. If it does already, then it's broken. Lastly, an enhancement request to the usability. Since I travel to the same place many times, I'm looking at the same locations a lot. Of course I have my favorites, but I'd like an opposite list of locations to avoid. Maybe I read a bad review or the neighborhood was not to my preference, then I don't want to have to figure that out each time I run a search..DustpalVersion: 18.09

The absolute WORST customer service!!!I am truly so disappointed!!! My family is going on a vacation in few days and we booked a stay which we had to cancel because of misleading information by the host. But, the host was willing to give a full refund once airbnb reaches out to them. We spoke to the customer service representative and we WAITED FOREVER for them to pick up. They picky up finally and tell us that they will message the host so that they can give us the refund. BUT the host is messaging us saying that they never received any messages from Airbnb. So what is the representative doing to help? So the next day we called the customer service several time and each time being on hold for over 30 minutes. This man tells us that he will transfer us to the team specialized in refund and cancellation. We wait 40mins and this woman finally picks up only to tell us that there is nothing she can do. And she hangs up on me! What is she being paid for?! To hang up on the guests who waited 40mins to finally get some help?! We were bounced from one rep to another but here we are few days away from our vacation and we have an unconfirmed refund, no stays since we can’t book another place until this one is confirmed in addition to having to deal with the absolute worst customer service and no answers to any of our concerns..TreviewsappsVersion: 20.30

Don’t stay with AirBnBI am very disappointed with Airbnb. We had an ant problem in our house, and when I tried to resolve it with the host, she turned on me and blamed us. She said she went above and beyond and that is just not true. Since we didn't think to "document" the ants, Airbnb took the hosts' side of the conversation. That is so wrong and has made me never want to use Airbnb again. While the host insulted me as a person and said I was too demanding and minimized what actually happened, Airbnb was no better. They said they had to side with her because I had no pictures. I am sorry but who thinks to take a photo when your hand is covered in ants, and you are just trying to make sure they aren't all over everything you own, which for the record they were. They were in the bed, on my retainer, glasses, clothing, etc. It was one of the most disgusting things I have had to clean. Yes, that's right, we had to clean it because the owner didn't believe in taking a more drastic measure to clean then Windex. Airbnb's customer service was no good either. They made it seem like they empathized with me when they called to hear more information and that they were so sorry, yet they did nothing to rectify the situation. I will never stay with them again. Beware, if anything happens - DOCUMENT IT ALL, otherwise your words mean nothing..Ashley K05Version: 19.32.2

Worst customer service everLet me start by setting the scene.... I am 4 months pregnant and I have a 4 year old son. My fiancé’s bday was the other day and he had to travel to Miami for a work trip so we made a family weekend out of it. The hotel we were staying at was over booked so we decided to try to use Air B and B to find something cheaper that was still local. Downloaded the app, set up a profile and picked a place. Confirmed it and were excited out our new reservation. Not even 15 minutes later we get a message saying our reservation was canceled. Called the hotel and they said the never received the payment so we need to contact air B and B. I contacted them and the lady “couldn’t give me any info” so we waited for a “case manager” to call back. A couple hours later a women who spoke extremely broken English called and said they were sorry they have to cancel the reservation but we broke the terms and agreements.... which I don’t know how when we literally set up the profile properly and verified everything! And booked a place AND THEY TOOK THE NEARLY $200 OUT OF OUR ACCOUNT!!!!!!! They would NOT give us a further explanation at all and the lady would not work with us at all and HUNG UP ON ME! Needless to say they put us in an extremely tight bind and we will never use this app ever again. Beware! Seems pretty scamish..Leaux3Version: 19.46

Do Not Do Business With This CompanyMy family and I are stranded in an unfamiliar state thanks to Airbnb and their unwillingness to correct their mistakes. Thank you for allowing us to book a condo under construction. Thank for allowing us to find this out after thousands of dollars of airfare, time off and hours driving to the booking. Thank you for failing to send any emails or messages informing us of this issue. Thank you for acknowledging the mistake and shooting down any attempt to accommodate my family by booking us a similar listing even though similar listings were available on your app and website. We were forced to deal with horrible customer service representatives. If anyone at the company is reading this please invest in some workshops/training idk maybe a Christmas bonus or something because dealing with your representatives took this experience to another level of frustration. I would not be sitting here writing this essay if it wasn’t for the young lady I had the pleasure of speaking to last night. Thank you for this experience Airbnb! Who would have thought opening Christmas gifts in rental cars would be so fun! And thanks for the great advice of finding a hotel to accommodate 6 adults on Christmas Eve for 8 days in Orlando. The amount of options were plentiful!!! Thank you! Merry Christmas from our Ford Explorers..Es-pyVersion: 18.50.1

Horrible Customer Service!!If you can find a hotel or anything cheaper at a good price with even mild customer service, do it. Air BnB does NOT care about their customers at all!!! Dealing with Air BnB customer service has been the worst experience I have had with any business/support team. They can check the records and see that their staff AGREED with me and believed I deserved a refund for what was essentially unsafe conditions and poor communication from a host. However, after repeated attempts to receive said refund, they then claimed I had informed them too long after the reservation. They said this a week after my reservation but I had called DURING the first hour of check in for my reservation while I was AT the residence. I wish I had recorded their calls as they do yours, when dealing with customer support, and I would easily have enough evidence to show how they are misleading, careless about customer safety, and how they tell you one thing then flip to a completely different decision without the decency to call you to elaborate. They simply sent a short, rude message on the app. It is sad that they can agree with you (they can go ahead and listen to their recorded phone calls to prove it) and then message you something completely else and ignore the fact that they ever agreed with you. Ridiculous..FoodVeggieVersion: 19.28

Terrible site/ company - no starsSpent multiple days calling or on hold with air bnb after they canceled a trip we booked for Key West. Their website allowed us to rent a unit that was not available. We were charged for the unit, then simply sent a text from another vacation site that our reservation was canceled. No reason why! No one would tell us why, but it was glitch in air bnb software which no one would own up too. Every case manager I was assigned too told me they would comp us a stay and send us new listings which never happened. When a listing was sent it was not comparable to our initial booking. Each day that passed the cost of the available air bnb units would increase in price, but no one would call me back to confirm another reservation. Each case worker said they would call me back with in an hour. No call backs! I am livid with air bnb, there are multiple sites that are a lot cheaper with the same units like VRBO, use them! Don’t book with this website!! They are unreliable, they won’t care if you have a place to stay. Update..... just received a message from Airbnb. Not a phone call of course. They are denying telling me they would assist with the cost of another rental and their hands are tied so we should Book another rental. Never again! Hotels would do this to a customer.JulieandbobkVersion: 19.19

Cancellation by hostWas recently cancelled on for one of our trips. There was absolutely no recourse. I went to your q&a and found out you have a pretty strict set of rules for canceling on the host, but no real strict set of rules on hosts cancelling on guests. This is absolutely horrible. The host only loses the cancellation. The guests lose all that they had invested in the trip - airfare, other places to stay, any reservations and down payments on things like prearranged things or trips such as boating, kayaking, entry fees, etc. Also I could not leave an Airbnb review on the host. This is absolutely uncalled for. Both the host and Airbnb need to know the consequences of this action. And others need to know that the host cancels on guests. Airbnb really needs to rethink this policy. If a host cancel, they should be responsible for any costs that the guests incurred. I have heard that hosts will cancel if they get a higher rental fee. Don’t know if that happened to me, but that should absolutely be forbidden and if one cancellation occurs, the host should be moved to the lowest ranking. They must be discouraged from doing any cancellation. They have to be running this like a business. The excuse I got was the host had to leave town and could not find someone to clean it before the last guest before me. Really poor excuse!!.EhowleVersion: 18.35

Literally -5 stars if it were possibleDO NOT USE AIRBNB. They have the absolute worst customer service. They deactivate accounts for no reason. They say you’ll receive a full refund and I have yet to see any of my money. They owe me more than $1,000... with that said please save your time and your money, don’t trust these people. My trip is supposed to be in 2 days I’ve had this booked for a month now and they cancelled my reservation and deactivated my account and I was told I’d receive a FULL refund. As far as the customer service all they say is that they’ll slap a label on it called “urgent” and that they’ll get back to me in 24 hours...got nothing. After I made my SECOND reservation after having my account deactivated, they then accepted my payment and a few minutes later I was told they cancelled my reservation and they’d send me a full refund I called them to see what was going on and where my money was and all they said to me was that he could do nothing about this, he has to send my case to another department and to “rest assured” it’ll be taken care of In 24 hours and as for my money.. as if it can get any worse I was told that my money is “technically in limbo” and that I need to contact my bank, contacted the bank and they said they haven’t gotten anything on their end... AIRBNB WHERE IS MY MONEY!?.Ashley FelizVersion: 19.11

Terrible customer serviceI used this app for a while and never had an issue. I have nothing but positive reviews and have never had a problem. It was only recently that I decided to stay at a place in which I had to evacuate twice due to a fire alarm that I had a problem with this app and the people who work for them. I decided to contact the host asking for a refund as I was only able to stay at her place for under an hour. She proceeded to tell me that it was a false alarm both times and that she wasn’t able to refund me for even half of the money I spent, which is Airbnb policy to refund for at least 50% of the trip if it is canceled on the first night. Obviously I was very upset with the situation and so I contacted Airbnb themselves, who took weeks to reply just to tell me that there was no proof that I had to evacuate the building, even after I sent pictures of the fire trucks outside. They decided to refuse to refund me and I am still furious about the situation. I don’t plan to use this app again given my situation and I advise people to keep in mind that the customer service is VERY unprofessional and do not care about their customers. I am not one to complain, but this app doesn’t seem to care when an inconvenience happens and it seems like they just enjoy stealing peoples money. It’s very unfortunate..Epicaustin1026Version: 21.13

Worse experience than I could even imagineWhat a scam! DO NOT BOOK THIS!!!! It IS A SCAM!!! Unresponsive host ruined my trip to DC and made us late to the event we were in DC to attend. We tried to contact the host for check in instructions, and she did not respond, leaving us with no place to stay. We then had to scramble and find a friend to stay with after we no longer had a place to stay after we reached out to the host Tracy multiple times, via Airbnb messenger and phone, and eventually had to call Airbnb guest relations. The person on the phone (listed on the Airbnb as the host) said they were not the host and I had the wrong number. This is also on the shoulders of Airbnb, because of their negligence I did not know that there were several others who had similar experiences over the last couple months. I asked the very nice non-US based call center employee for an actual management response from Airbnb within 24 hours and never received the call. Airbnb offered nothing in reparations for their role in this issue, considering they have 4 other people who endured similar experiences and yet they gave no sanctions to this terrible host, and they gave me no warning about these issues they have known about for OVER 2 MONTHS, and therefore will be hearing from our attorney shortly for their negligence..FoxsoccerruinedstreamingsoccerVersion: 19.16

Nothing but problemsI’ve had nothing but problems trying to make a reservation through Airbnb. My first reservation was cancelled due to me not completeing the verification process in time(long story short my account was set to eastern time instead of pacific time) I verified my account no big deal, I called customer service and was instructed to try and re-book, assured that my reservation would go through I did. I then received an email saying I needed to complete the verification process however when I clicked the link in the email I was taken to a page that said “You’re all set” and a button on the bottom saying “finish” I clicked the finish button and was taken to the home screen I assumed there was a glitch in the software somewhere. Three hours later I received an email saying my reservation was cancelled a second time for not completing the verification process in time. I was very confused as I had in fact completed the process and was not given an option to do anything further from the links in their emails. Now I’m being told by customer service to re-book my trip for a third time. I’m unsure if this is how they typically do business but I’ve received little to no help from their customer service team or the case manager assigned to help fix my problem..Smokentoken123Version: 17.50

Unforgiving and Unhelpful!Airbnb did not refund any money for a situation that was out of my hands. I was studying abroad in Rome and planning to visit Barcelona from March 5-9, staying at an AirBnb rental. Our school mandated that we return to America on March 2nd due to the rising threat of Coronavirus, so we had no choice but to leave and could not attend our stay in Barcelona as planned. We lost all the money that we had put into this trip, even though it was not our fault. After contacting AirBnb support staff, they were not sympathetic at all towards our situation and they closed our case. We sent them all the right documentation that showed that we were forced to leave, but they did not care. Even with the credit card company involved, AirBnb still did not help us and we have not gotten any money back. We are students, so we don’t have a lot of money to begin with, and to lose that much money really is detrimental. I would have hoped that a huge corporation like AirBnb would be able to see that we are not at fault and that it’s unfair to take our money without giving some sort of refund, considering our safety was at stake. I will think twice before ever using this app and company ever again, because they definitely put their own greed before the needs of their customers..Awzum3Version: 20.16

App is fine. Customer is awful.Never had an issue using the app. However the company needs some work. A friend of mine created a group for us to look at cabins to rent, thus making them the ‘trip owner’, even though all they did was invite us to a group to share destinations with each other. We find one we all like, and I book it with my card. Fast forward a few months, now it’s March and our trip starts April 17th. Our flights get canceled due to COVID-19. I log on to Airbnb to cancel our trip because we have no intent of traveling if the airlines deem it a heath risk, nor do we plan to drive 15 hours each way for a weekend trip. NOPE. Airbnb is only allowing trips between March 14 - April 14 to get a full refund due to COVID-19. So I call hoping a representative can assist more than the app. After waiting over an hour on hold I am informed I cannot cancel the reservation because I am not the ‘trip owner’... EVEN THOUGH ITS MY CARD ON THE RESERVATION. Whatever, I’ll just add them to the call so they don’t have to wait an hour on hold. Nope. Won’t allow it for account safety concerns.... it’s my account, they’re my friend, I’m not concerned and we’re certainly not waiting another hour on hold just to be told they can’t give a full refund..D8796Version: 20.12

BEWARE! Should you want a refund from a MOLD infested shackThe worst experience EVER with their support team I have ever experienced. Recently rented a property in Puerto Rico of course you must pay in full, no problem excepting my money but when we arrived at the property it was nothing less than a dump not at all what the photos that were posted for the listing showed. Mold on the walls, floors, shower, smelly bedding, dirt dust missing floor tiles in the kitchen that expose the concrete below , a junkyard of a front yard, spiderwebs, clutter..... we could not even spend one night there. when I submitted the photos to THE AIR BNB they were passed on to three different individual case workers to who agreed that the place was disgusting and did not match the listing but she was not authorized so she transferred me to someone above her who never spoke to me once and ruled in favor of the host Who argued that this property was clean and nothing was wrong with it! which is completely inaccurate! In the end they are keeping our money and we did not spend one single night there this is for 14 days that they will gladly steel from their customers knowing that the place was A step above a rundown shack you may find crackheads squatting in. Airbnb might find them selves regretting to ignore the mold in the photos Porter Rico is part of America.Zero stars!!!Version: 19.01

Terrible Customer Service/AssistanceI made a reservation for Airbnb, and was confident with my reservation based on the description and pictures. Once I arrived at my Airbnb, it was clear to me that the pictures and description or not an accurate representation of what I had paid for. The place was filthy, and falling apart. Covid was spiking, so I found it extremely uncomfortable to know how crammed the area was. The location of the house with an unsafe environment. All in all, it was safest and appropriate to leave. I believe the host was aware of the dishonesty, not allowing for refunds. The worst part about my Airbnb experience was the customer service. It took me hours to finally reach somebody, and when I did, I was transferred back-and-forth between employees until somebody said that they would be able to help me with a refund. This employee said I would have to wait for a call from the refund department. I waited a couple days before reaching out to the employee about not receiving a call. The employee said to be patient, and that it may take some time because of Covid. The chat was disconnected and I never received a call. I’m completely dissatisfied with the service I had with Airbnb. Unless something is resolved, I am confident to say that I will never recommend this service to anybody..Alex102593Version: 20.38

Don’t expect any help if anything goes wrong.They do not care about hosts. I have been a host on Airbnb for about a year now and it’s been increasingly stressful by the day. Anytime anything happens on the customer side, no matter how small (like dust on top of the kitchen cabinets, I’ve literally had someone complain about that and get a refund) they penalize you $50 and cancel your payout. On the other hand I just had a guest completely lose his mind, threaten me, and try to leave with my appliances. I ended up having to call the cops and he was arrested (he actually had 3 WARRANTS and a heroin needle on him) when I called customer service to cancel his reservation the line recognized my number, saw I was a host, and hung up on me no matter what choice I made on the automated system. I still haven’t been able to talk to a live person and I’ve called all the numbers. Now I can’t give this psycho his refund and he’s been harassing over the app saying he’s going to leave a bad review sue me and complain to get a full refund, which he’ll probably get. I’m looking into other apps like Vrbo or hometogo but before I do I had to leave this review, I’ve never seen terrible service like this in my entire life, it’s literally non existent. The pay can be good but you’re on your own if anything happens..User265337Version: 20.36.1

Lack of support, steals your moneyAfter reading several reviews and comparing to my own experience I have found that Airbnb has no problem at all stealing people’s money. When you reach out for support they do not give it to you. They inform you about needing pictures only once it is past their 14 day policy. I have read many stories about Airbnb stealing customers money. But they also steal money from the host. I rent my Tiny Home through Airbnb and was having issues with the hot water heater. I offered my next guest a discount but they chose not to stay without hot water. So they canceled. Airbnb still charged me a fee even though the customer is who canceled. I waited forever for a supervisor to call me all the while only getting emails from her stating she was out of the office and would call me the next day. Never receiving a call she finally stated in email I could provide pictures proving the hot water heater was not working, but only if 14 days had not passed since the canceled reservation. Which after the repetitive emails stating she was out of the office and never contacting me, 14 days had already passed. I was charged and the case was closed after pleading with her to please not close the case. I would give zero stars if I could they do not even deserve one..Mah3hhVersion: 20.49

Customer SupportAirbnb Customer service is terrible and they lack empathy for guests. There really needs to be another app just like this but better. I was banned from Airbnb after a host reported a lie. Mind you I reported him first! Because he stole money from me and was unprofessional. Airbnb took the hosts side and banned me forever. I can never create a new account which is a bit harsh. My account had all great reviews but because of this one host who lied on me my account is banned. I am banned from the Airbnb community. I tried to prove my innocence and explain the entire issue but Airbnb did nothing at all. I never even got a refund. How is that a guest reports a host first then the host gets upset because now he has a negative review and reports me back but says a bunch of lies to mess up my account is not cool. This is totally unacceptable and I should take Airbnb to court! I should not be banned I’m in the right the host is in the wrong. Not sure what’s wrong with Airbnb customer support team. They do not care at all. It’s very frustrating. I’ve tried several times sending multiple emails and calling multiple times and Airbnb has done nothing. They told me their decision is final. This is very unfair. I hope some day someone creates a new app that will compete with Airbnb..Johnny GaleVersion: 20.35

Unreliable: this is not about technology only.I wrote a review yesterday about a bad experience I had last week. When I say bad, I mean 3 big cockroaches inside the house, one of them under the sink. The place was so dirty I left one night before the rental ended. I wrote a review sharing my experience. A few hour later I received an email from AirbnB, stating that “They determined that my review for was in violation of their review policy – specifically the section on relevancy” and that “After examining my review for, they determined that its content didn’t contain enough relevant information about my host or experience to be informative to other community members. For this reason, they have removed the review”. They also informed that “This decision is in line with their review policy”. I read the policy and there is no way I infringed it. No second chance to write about a bad experience. Unilateral. I was curious and I spent a couple of hours checking several properties looking for bad reviews, Guess what? None. It is the AirBnB alternate reality, where everything is about them, their hosts and their stockholders. Customer satisfaction is manipulated. They do not care About their guests. Apps are not about technology only but about corporations behind it. This one is not reliable..Micleus52Version: 20.50.1

Horrible experience . They really have gone down hillHave just had THE WORST experience. Have tried to book a mini trip in California . Firstly I just booked a place in Carmel, looking at the listing closely after booking I realized there were more photos of beds then were listed . I then called the number listed and some weird man answered, screamed at me that I have the wrong number and slammed down the phone. Upon further research it turns out the listing is actually a small Hotel. I called the Hotel and they were disgusted to hear someone is making an Airbnb under their name. I have confirmation from the actual owner of the REAL hotel and they have confirmed that the listing is NOT them . Air Bnb’s response ‘ we will look into it. ...... 6 hours later nothing . Then on another booking a lady claimed the house was animal free and then minutes after booking I was reading the reviews and saw that someone had complained about animal hair. The owner then admitted she sometimes has he let’s there. I’m allergic to dogs so asked to cancel within the hour of making the booking. Airbnb by then refused to refund me in full even though it says clearly in their site ‘cancel with in 24 hours for full refund’ :( so disappointed and will never book with them again.SagasorusVersion: 20.33

Never using Airbnb or their services againWith an understanding that COVID-19 has swept the nation, I understand Airbnb’s going through an influx of cancellations. That being said, the department of defense has issued a travel ban extending through June 30th. My fiancé and I had to cancel our wedding and flights to Florida and Hawaii due to this travel bad, as we are part of the military community. The venue and airlines, were understanding and provided us full compensation due to these troubling times. Airbnb on the other hand refuses to acknowledge the department of defense’s travel ban, and will not give us our money back. They do not have the decency to pick up a phone and talk, it is strictly through automated messages. If we are legally unable to travel outside of a 2-hour radius of our home...how do they expect us to fly cross country or across the Pacific Ocean? Let alone be charged upwards of $6,000 for a vacation we will not be attending? I am appalled and disheartened by the way Airbnb has chosen to navigate the COVID-19 pandemic. I will never use their services again, and I suggest you don’t either. The company is clearly unable to withstand a large scale disaster, and my money is more important to them than valuing customers on a basic human level. I am utterly disgusted..Charlotte DyessVersion: 20.16

Bad Customer ServiceConfusing app.. Great service until you run into the most minor issue. I tried to modify a reservation and it turned into a complete nightmare of phone call after phone call with Patricia where I had to explain, reexplain and then explain again a very simple issue. She claimed she needed to verify with the host and claimed she couldn’t reach him which was bizarre since the host said he never heard from her and was nothing but accommodating and responsive to me the entire trip. I would recommend going directly to your host with any modifications or extensions of your trip or you’ll find yourself on the phone with Airbnb your entire trip, completely frustrated. While she was nice she didn’t seem like she listened to a word I said. Now they continue to keep trying to take money for days I didn’t stay. She claims she can’t reach the host but he’s a well respected doctor and we have mutual friends who are his neighbors so I’m inclined to believe his side of the story. I would try home away vacation app instead (although I’ve never used, it but will be now). My family has properties listed on Airbnb and we will now be trying Home Away Vacation app instead as we don’t want or guests to have the same poor experience on their getaway..Bc2socalVersion: 17.43

Shady business practicesHad a terrible experience renting a condo in Galveston, TX. The property owners go by the name, “Beach Time Vacation Rentals BTR” and they falsely advertised their property. They claimed it was “beach and water front” and when we arrived we found it was neither of those things. There was a “beach view” but if you wanted to get near the actual beach you would have to cross a busy highway to get to it. Upon arriving we noticed this detail and called the property owners to cancel and get a refund. Leta, the supposed property owner became instantly hostile and aggressive over the phone, almost like she has dealt with this issue before and can’t even pretend to care. Airbnb was no better. They sided with the property owner and the $1,000 we spent on a 2-day rental was down the drain. We would have been more than happy to get the refund as a credit and spend it on another rental that wasn’t falsely advertised. But no such refund/credit was issued. Airbnb’s customer support is almost nonexistent so be super careful before booking that the rental is something you really want, because you won’t get in touch with another human for weeks after filing a complaint. We will NEVER use Airbnb again and we have told all our friends and family to stop using them as well..Simkat92Version: 20.40

Low Quality Long/Short TermI’ve been renting with Airbnb for over 4 years, mainly for the convenience of short term stays for business travel specifically while living and working in Miami. Nevertheless, as I made more money and gained more vacation time I looked into long-term rentals for leisure. The pictures presented on the website weren’t consistent with the actual rentals upon arrival. In addition, to the last minute cancellations after the booking’ been confirmed. I will take responsibility for my actions when I say my spouse and I share an account sometimes to make things more, “user friendly” while we’re traveling and in different locations. For example: When I’m on business travel in a hotel and I need a last minute arrangement because of a delayed flight. Lastly, since the shake; downfall and switch of Airbnb’s upper-management. The quality of Billionaire revenues companies have yet to suffice the quality of there products. I am a Real Estate Listing Consultant in America and with that being said, we are held accountable for our actions accompanied by the products marketed and distributed. My advice to you, find another trustworthy short and, or long-term rental agency accompanying a plethora of qualities for your needs. With Warmest Regards, — Former AirBnb Renter.Nicholas_456Version: 20.29

Horrible Customer ServiceI had my first and last stay with AirBnb almost two months ago. Customer service is horrible and I will not be using this service again. I decided to leave early from my stay, because the host had me under the impression the neighbors were calling her and telling her false information about me and the two others staying. So I left the stay early due to feeling uncomfortable with the neighbors. As soon as I get home, the owner decided to change her story and tell me that “friends” of mine were the people contacting her, not her neighbors. The host decided to put that in the review about the guest (me) along with multiple paragraphs of NOTHING BUT LIES. I contacted AirBnb about this, and after about a month and a half of waiting, they finally replied and said those paragraphs of lies and exaggerations “followed the guidelines”. Meanwhile I can pull up their “guidelines” and point out everything wrong with that review and how it doesn’t follow them. For example: “Content that refers to circumstances entirely out of another’s control”, “...assumptions about a persons character or personality”. The review broke both of those EASILY, yet AirBnb finds it completely okay for a host to write nothing but lies about a guest and ruin their reputation..Alexgray4798Version: 20.31

The worst customer support ever!If you’re planning on hosting you need to make sure you don’t use Airbnb! They’re the worst for helping you out. They don’t take the full amount from the guest and leave you hanging dry whenever there’s a payment issue. If they’re going to sit back and collect money from service charges, occupancy taxes, etc. they should also collect full payments from guests and release them as the dates approach. I had a issue with a guest staying 2 months and not paying anything the 2nd month. When I asked Airbnb about non payment they said they tried to collect and there was an issue with that. The guest ended up leaving in the middle of the night, stole numerous things, and didn’t pay. When I reached out to Airbnb they said they’d look into it. I had to do a reverse number search and come to find out this guest that was staying was defrauding people. AIRBNB Does a terrible job of actually filtering who’s using their platform. This lady has been convicted of nurse impersonation and battery and assault. Only reason I was able to find her actual last name was because I did my research. Stay away from Airbnb! They’re not there to help you at all. They haven’t even responded to me. It’s been a week!.Horrible pop-upsVersion: 20.15

Choose another optionI got the app, signed up, put in information to verify my account, and was locked out so they could review my information to verify. This is understandable. However, after two days and no reply, I contacted customer service and they said they could not help me and my account would be assigned to a case manager who would get back to me “shortly” to resolve my problem. Slightly irritating but still understandable. Two more days passed and I called customer service again and received the same reply, however they stated that they would get back to me within 48 hours from my original call. So now, 4 days have passed and still no reply and my case was not assigned to anyone. I waited another two days with still no response and had to find another site to book with as time was running out. NOW, OVER 3 WEEKS LATER, my vacation over with, I still have received no communication from Air B&B and my account is still locked, not even allowing me to look at the website. As, the company has grown you would thing they would expand their customer service, but apparently do not care to. Will not be using this service (as if I had a choice) in the future. There are better services out there..Mr. WAT112233Version: 18.50.1

No longer supporting Airbnb due to discriminationI understand this is a review of the app - but would like to share my recent experience with Airbnb. A host left a review on my profile that was sexist and disgusting. Despite my entire history of perfectly treating Airbnb’s, the company refused to acknowledge the comment was sexist - conveniently, the two hosts were men and only acknowledged my partner (male), yet attacked me in the review. The Airbnb correspondent handling the case was also a man, who told me it was not discriminatory in his opinion. I hope Airbnb will focus more on customer service and experience, because this is disappointing after years of supporting this company. Men shouldn’t be deciding what is and isn’t sexist. But, to make this legitimate to the app, it’s pretty buggy. The messaging app will frequently triple or quadruple sending me messages or not send them at all, and leaves illegal Airbnb’s listed (as I’ve experienced then having them canceled as it was not legally listed, or having an uncomfortable experience getting to an Airbnb and finding it is illegal due to city laws). I’ve gotten to the booking stages before only to have errors, despite the space still being available. Usually takes several tries before it actually goes through..Long-time Fan and FollowerVersion: 19.31

Should of booked a hotel...To make a long short... Just delete the app, your account, and book a hotel instead. If not, you may just have to find a place last minute, deal with bedbugs, or even a pesky homeowner who will stumble into the space when you least expect it. Let’s not forget the stellar customer service that will side with the host aka the money maker, rather than those who actually pay the bills. I will never book with Airbnb again, and hope that my review will save others from the headaches I went through..Review 4 you.Version: 20.02

Remove listing in Nagorno KarabakhAirbnb allows listing in Nagorno-Karabakh. This is internationally recognised territory of Azerbaijan Republic occupied by Armenia. Many of original inhabitant were brutally removed from their homes at gunpoint. Can you guarantee the person listing a place is the lawful owner? What about property rights?.Dida6aVersion: 20.30

Idiotic verification methodWe live in Canada, and had 4 consecutive residences in Australia. In Melbourne where we landed, we purchased a SIM card for our mobile. New telephone number. Airbnb will not acknowledge and use this new number to verify for FOURTEEN days Idiotic.Billg47Version: 19.46

ID Check doesn’t work, phone number not accepted. Useless.A great idea, poorly executed. Ridiculous security checks that do not work (which hotel would ask for a photo of your passport for a reservation?!?) Lost several hours with the app..MhotngVersion: 20.36.1

Karabakh is Azerbaijan!!Karabakh is Azerbaijan, you can not build a business and make money out of occupied lands of Azerbaijan! Airbnb has been ignoring this fact despite all the official and non official letters and reviews left!!.Farah6669Version: 20.30

Stupidest cancellation policyI booked a condo ( rent:- 1152$ CAD) in downtown Toronto on Feb 11 2020 for 17 Aug- 30 Aug 2020 and was going to stay with my parents, but I had to cancel that because of COVID-19 leading to cancellation of their trip to canada from India and considering the risk factor I cancelled it on 14 April 2020 with no refund or anything else they just said that it’s not in their policy to return the money. But the bookings are more than 5 months away the host can easily book the place for much higher price which he was gonna do on the day I booked it he could make more money easily and not just him Airbnb too than what they where originally gonna make. Their policy makes no sense for those cancelling 5-6 months before the actual stay, thus it does not matter even if you cancel the place a year before you will only get 50% of the total amount only if you have paid in full and if your 48 hrs have passed after booking you will only get 50% from which your service fee is deducted so you only get about 50% of above 50% and if you have paid the whole amount at once you will only get about 25-30% of your money back and sometime you don’t get your money back, it’s sometime given back as credit, the rest I think is shared by Airbnb and the host. I just lost my hard earned 1152$ CAD which is about 40% more than what I make in a week and also it is better to stay in hotels at least you know what you are getting into and if something like pandemic and not just pandemic but I get to have a full refund if cancelled in advance..Pbdec_1993Version: 20.23.1

No supervision on hostsFor two nights in row I am changing my hosts in Toronto from bad to worse. It’s like Airbnb has lost its control over the hosts. Dirty washrooms and showers, stinky rooms, too many tenants in one building, broken beds and noisy environment Surprisingly there’s no way to know what kind of accommodation you’re going to land yourself when you are checking the listings. Is it a family renting one room or a building owner renting all the possible spaces in building? My second stay is a room made out of a living room with drywall, I can even hear next door people breathing . My room has no lock and the lists go on. But what you see on the listing is all perfect and nice with all 5 stars reviews. This is so unacceptable and confusing and my question is there anyone supervising the hosts? The other thing I noticed Airbnb doesn’t post your review of the host until he writes a response. That’s why all ratings are good. So I will never ever use Airbnb!.Aurora2019Version: 20.22

Crashes, credit unavailableThis app crashes all the time. Cancels the payments that I already made and on top of that doesn’t let me use my travel credit. I wish I didn’t have to use it but I do like airbnbs as a form of accommodation, I just hate how bad the app is. Also their customer service is sassy and keeps sending me the same useless links even when I tell them they are not helping me. Competition, please show up and make a better version of airbnb.64819/Version: 19.35

No option to leave negative feedback when host cancels a reservationI made a reservation that was cancelled by the host on short notice. AirBnB does not provide any method by which I can leave a review to warn other guests about this host because my stay wasn’t completed. When I phoned AirBnB about this, they hung up on me..Can12956Version: 19.14

Should be work well by nowI really like Airbnb and have used it several times for my travels, however the app needs to be updated so it doesn't keep crashing on iPads. You have been around long enough to fix this. Use some of your profits and invest in an employee or contract a org that is more than capable to fix your app..MznikiVersion: 17.40

Down paymentBooked a home and gave a down payment of $1424. Tried to cancel two months in advance, because of pandemic. Received the money back from the host but Airbnb kept their portion of $326. Will not deal with them ever again..Patti VanVersion: 21.14

Rip offI would give it 0 stars if could totally rip off.Manu 096Version: 21.13

Horrible, please book through anything else.Absolutely horrific experience, my first booking didn’t go through because the home owner not reply to my messages at all forcing me to cancel at 11 PM the day before after being on call for many HOURS with customer service. I tried to book again at a different date, however Airbnb would not let me book due to a “high risk for parties” ONLY AFTER I tried to confirm my payment. Tried to contact Airbnb they said sorry nothing they can do about it. Ended up spending hours and days searching for places with no where to go in the end. Horrific customer service, and poorly designed application. I have never made a bad review on anything but this app truly deserves it..AnonjbgVersion: 21.12

There new terme of serviceSince they added restrictions for people of 25 and younger i won’t be using the app.F*abnbVersion: 21.12

TerribleTerrible support team, can’t get me a refund, hosts are always the scum of the earth, I’ve had hosts come into the house in the middle of the night while I am undressed with my wife in bed. I can’t even book the houses I need to book due to age restrictions even though I am 23, just use Vrbo or hotel.OG BignutsVersion: 21.12

Something wrongI’m a host , something wrong with the price it doesn’t calculate it right.. fix the problem.Faisal160Version: 21.12

Airbnb nightmares amazon primeI have used airbnb and had good and not so good experiences. However I am currently watching the show airbnb nightmares on amazon and am really disappointed in how this company handles the issues of both renters and owners. When something is stolen they refuse to cooperate with police and only assist once the media is involved and solely to avoid bad press. This company may have started with two down to earth guys but they have clearly lost sight of their goal. I won’t be using or recommending this app, and after watching only half of the show so far I would never feel comfortable listing my home or room with the knowledge that if damage is incurred you’re completely left hanging/ fighting just to hear back from the company..SongistVersion: 21.12

SucksThis app sucks. It never really gives me notifications when I get new inquiries or requests. I always notice by email. So slow, it doesn’t show I get new messages or anything. It’s like sometimes I do but most times I don’t. Charging a lot as a service fee and having the shifty app like this is not good..Remi20212021Version: 21.11

Bad Customer ServiceI had my account access denied for some reason and then i created the new account because i often use air bnb and i was about to make a reservation when i found out that my number was connected to some other person’s account as this was my new number so in order to resolve these issues its been 3 months and more that i have been trying to reach out to air bnb for help but it seems they cannot help their clients. POOR CUSTOMER SERVICE☹️.Samdhi123Version: 21.10

MisleadingA place to stay says you have the entire house to yourself but there’s people staying in the basement or upper floor? How is that having the entire house? Kind of stupid.PrajectttttttVersion: 21.09

Delete if under 25Tried to book an apartment for a brief business trip and apparently if you are under 25 you are no longer allowed to rent “full houses” or “full apartments” as you may be a “party risk”. I sincerely hope this app dies as they continue to piss off their future customers.Bwg2840;79Version: 21.08

ScamThey don’t give you a refund if you have proof that the host is a scam !! They don’t respect covid restrictions rules ! Customer service don’t help you they provide help to the scammer host to keep your money even if you have proof !!!it was an horrible experience never use this app again ! They don’t clean their house even if you paid those extra fees ! multiple families in the same house the gouvernement should sue Airbnb for helping his host breaking covid rules!! It’s sad that you can’t give zero star rating because this app don’t deserve nothing.12jadissVersion: 21.08

There is no responce!If you want to use this app to establish your business and future please be very careful. You may lose all you made at one night. I tried so hard and made a history with a very good rating with my apartment and one night Airbnb closed my account without any contact and excuse! There is absolutely no telephon number or email that you can contact. That is how they made this app.EsanramatiVersion: 21.07

Fine app aside from age verificationI used to use Airbnb many times in the past on vacations inside Canada and abroad. My only complaint is the new and Arbitrary 25 year old age limit to stop people from “partying” in cities where they’re from to stop the spread of covid. Extremely inconvenient how I’m just barred from using the app within my own city and I’m 24 so I have to wait a year for this to be obsolete..AJS199746Version: 21.07

Bad experienceApplication login just is too bad ..Dharamcr7Version: 21.06

SucksAirbnb doesn’t care about their customers. No protection for them. Landlords on this platform are SCAMMERS!! Beware!!! Hotals are better and cheaper. You get help when needed. I been using this app for a while for business and personal. It sucks !! Landlords is real scammer and Airbnb doesn’t protect their customers from them. I recently had a very bad experience ( again ) And Airbnb choose to do nothing. After endless of conversations and calls to the company. Airbnb didn’t even care to contact me ! !! Stay Away. Don’t be fool by the positive comments! Never doing this app again.Eve kissVersion: 21.03

Disgusting Hostess and Disgusting CompanyI dealt with a women named Robin who hosted her house at: 2W7359 Apache Trail, North York, ON M2H 2W6, Canada Due to an extenuating circumstance, I was forced to cancel. The hostess refused to return the money, only half was returned, and when allegedly prompted by an employee named Antonio, she still refused to return the remainder, and was the. Protected by Antonio as well a further employee named Andrian. This contemptible business practice of theirs that exploits and robs people who suffer personal misfortune should be called out, and STOPPED. Airbnb needs to engage in fair practice. They took money for no service rendered. These people are pure scum..Hebrew Student123Version: 21.02

Airbnb polices doesn’t care about COVID-19Translate!! Estuve en la 2085 Rue Guy, 701, Montreal Quebec y por no saber que debía quejarme de la limpieza y falta de papel higiénico, entre otros, 24 horas después de haber llegado, no tomaron en cuanta mi queja y el dueño sigue rentando y siendo súper host, ni siquiera me permitieron calificarlo!! POR FAVOR, NO USEN AIRBNB EN TIEMPOS DE PANDEMIA!! A ELLOS NO LES IMPORTA SINO EL NEGOCIO CON SUS “SÚPER HOST” ALIADOS ES MEJOR UNA HABITACIÓN DE HOTEL.2085RUEGUYISAGARBARGEROOMVersion: 20.50.1

DésagréableNous sommes pris dans un airbnb insalubre et les agents nous manquaient de respect et n’ont pas pu nous aider car ils ont changer la semaine meme que c’était 25 ans et plus donc nous sommes prit dans un logement insalubre.Kina2112Version: 20.50.1

I’m not hosting a partyHow can an algorithm block me ? I am not hosting a party yet I got blocked. I have flawless reviews. Your app is terrible.BoggyofficialVersion: 20.50.1

Helps Superhosts STEAL money from customersAirbnb helps Superhosts STEAL from potential customers. BEWARE. They will break their own rules to protect their Superhosts at all costs. If it ever comes to a dispute between you and the host, no matter how in-the-right you are, Airbnb will take the hosts’ side. They will not even allow a negative review of a Superhost to be posted. We submitted a request to book a place, and on that listing it noted we would have to sign an additional contract. It’s part of Airbnb’s terms that any non-standard terms must be posted on the listing. One of the terms was that tenants had unlimited liability for any damages even if caused by the host. We refused to sign that so we never completed the booking, but the host refused to return the $1000 deposit. Despite not having posted the non-standard terms on listing, and despite that specific listing saying that booking was not complete until contract returned and signed, Airbnb took the side of the Superhost and she got to keep our deposit. (She has since changed her terms from zero refund at all, to free cancellation within 48 hours.. hmm 🤔). The additional kicker was that Airbnb would not allow a negative review of the host to be posted. The review was very fair and honest, so there is absolutely no way it contradicted any rules about disrespectful or inappropriate language. However the host did not want a negative review on her page so Airbnb would not post it. They did however let her post a negative review of us that had two lies/accusations that could be considered slander. We are in the process of submitting our documents to small claims court. It’s that bad. Be very aware of Airbnb - I cannot believe how terrible their customer service was. The whole time, it was a big F U to us. I will never use Airbnb again, and I would caution anyone about it because if it comes down to a dispute between you and a host, no matter who is in the right, Airbnb will take the hosts’ side..Jcr1988Version: 20.50.1

Soooo slowI just can’t believe Airbnb’s app is so bad. Everything loads at snail speed.Bill B 1987Version: 20.50

Just stick with hotelsHotels have standard over here half of the time if anything is messed up no refund. Customer services is not even there priority. Never using end up paying for air bnb in one night cuz owner didn’t wanted give the keys.Kamron kamVersion: 20.49

Garbage app full of issues and errorsThe calendars are not reachable due to a stupid error that says you have to register with the city. This message blocks you from changing your prices or accessing your calendar at all. Instead of getting better this app has been getting worse and worse -can’t see your earnings in the app anymore which is unbelievable and it’s been like this for a year - so much stupid garbage is added to the saved messages that u would never ever use but it pushed all saved messages down Man there are a million things wrong with the app for years now that are easy fix UNBELIEVABLE.DchufbjjjjVersion: 20.49

Airbnb fail & no real helpMy Airbnb was super dirty & after communicating over 5 hours with Airbnb and first getting the answer no refund at all - I now got a half refund, it’s not my fault that the owner messed up. Really sad that you have to wait so long & then still get bad service. Probably not going to book an Airbnb again & I was a long & often costumer.WorldofliVersion: 20.48

Had to cancel due to government orderOk we booked a family stay with kids and due to a order not to travel we cant get full refund, all our fun christmas stuff was canceled etc. A wealthy realtor who uses airbnb wont refund ,so far airbnb not helpful either. Out if my control! Free money for vendors!!.Steve the GuyVersion: 20.47.1

Terrible Customer ServiceI have made multiple phone calls and messages about an issue with my last booking, and Airbnb has never responded to my problem..Robin_girlwonder93Version: 20.44

Worst customer service and shady hidden feesThe Airbnb I stayed in had TERRIBLE reviews. 15-20 horrible reviews. I didn’t check before going as somehow this place had 4/5 stars? What a joke. It was insect INFESTED and I left after 10minutes. Airbnb took TWO MONTHS (I had to report & ask for a refund 5 separate times) to get this refunded. good luck if you need anything from Airbnb. They won’t do anything for you. And then they have ridiculous hidden fees, good luck paying an extra $200/month for any long term stays because of cleaning fees, admin fees, GST, house related tax? , etc....David5550Version: 20.43

Horrible customer serviceThankful for extra income. Horrible customer service. Unfair, discriminatory and unhelpful. A montreal based host stole $525 from a reservation he canceled. We called Airbnb 7x spoke to multiple people, spent hours on the phone with no resolution. Another time Airbnb gave a refund to my guest from my listing (I’m also a host) because a guest complained. They deducted money from a booking and I NEVER agreed to it. Tell me how you can side with certain hosts and not others? How can one host scam you for $525, but when I’m a host you forcefully steal take money from me???!!! I don’t understand. I’m definitely sticking to hotels from now on..AjajhzznnVersion: 20.43

LolThis app sucks.SjsnndjddVersion: 20.43

RidiculousNot allowed to book a place for my girlfriend and I’s anniversary because we are a “risk” of throwing a party based on my location and the fact that I’m not 25? Nothing but positive reviews from past stays, and Airbnb unwilling to compensate or help in any way other than telling me sorry but too bad..LolairbnbVersion: 20.42

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