Airbnb Customer Service

Airbnb Positive Reviews

Love the app as a host, but is missing one key feature for hostsThe app is amazing and I love the expanded ability to included personal info in the scheduled messages. There’s a few things I really want that are not on the app and one is the ability to manually check a guest out of your unit so it allows you to leave a review and change automatically into new daily guests. Otherwise having to wait until 12-3 pm to leave a review after I’ve completed all checkout/check in tasks for the next guest and then having to come back later is a little annoying. Also, if there’s a way to turn off notifications for “_____ is arriving in 12 days” that’d be great. Additionally, I’d love to be able to utilize IF functions for shortcode messages. For example, if I try and attach a shortcode message and include something like the guests home city (“safe travels from /guest_city/!”) but the guests profile doesn’t have that information to pull, it shows as “/guest_city/“ in the message to the guest and I would like to be able to attach an if statement to drop part of the phrase if the info isn’t available (or warn me that it’s not filling it in bc it’s missing that data so I can fix it myself, otherwise I often miss it if I’m not diligent!). This would help avoid a lot of problems..Adam_56Version: 21.25

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

Ok it’s time to abolish the Covid cleaning feesI’m sorry but this has been something that’s bothered me since the start of the pandemic and I am not an “anti-masker” or a “conspiracy theorist” so I was grateful for the additional precautions, until I learned there were no additional precautions. As a company, you are fantastic to your hosts but are horrible to the guests. We have no recourse, are rarely believed over the host and truth be told, I feel like there never should’ve had to be a massive hike in cleaning fees (unless you’re honest about it and tell the guests it’s for the “host” putting themselves at risk by hosting and having to clean up afterwards and not telling us it’s for “deeper cleaning protocols”. Also most places in the US are fully open again which means this ridiculous hike in fees needs to be dropped and furthermore you should expect your hosts to be deep cleaning between each and every guest. The reason I know about the fees and why they were instituted is because I clean Airb&b houses for a few ppl when I can and for who I can…and for the record I always deep clean in between guests. It’s called good hygiene and keeping those people safe and healthy and that’s what you as a complete should strive for and expect from your hosts (not give them a cash prize for possibly doing it..Macieg4meVersion: 21.23

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

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

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

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

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

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

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

App good but computer application not okAs an occasional host, we constantly stumble and spend way too long trying to figure out the interface. We heard through a friend that Air BnB is aware how unfriendly their host interface is - and was thinking about improving, but alas we haven’t seen improvements that make it any more intuitive or clear. I am taking the time to tell you, as we’ve had good experiences hosting, appreciate the extra cash, but have seriously thought of leaving because of the frustration with your website - and lack of support available..Middle age madnessVersion: 19.04

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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

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

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

If your are under 25 don’t open an accountI am from Connecticut and I was in Austin Texas for a work related trip. I specifically listed that it was a work related trip paid for by work. However, I was booking AirBnB on my personal account. I am 21 years old, and according to AirBnB they won’t allow and restrict my account so I cannot book an entire place for myself and I am forced to only rent rooms in peoples houses. This is direct discrimination based on my age it believes I am “high risk” to throw a party in an airBnb in a place I know literally no one. This is an absolute joke and I plan on deleting my AirBnB account since costumer service, which btw is out sourced to India so AirBnB does not support American jobs, told me there is nothing I can do but book shared rooms or private rooms in homes with the owners on site. This is obviously an inconvenience to me because I am a business professional spending an extended amount of time away from home and not all hosts grant kitchen access, nor does a normal person want to use someone else’s kitchen when the person lives in the same house. I am beyond unhappy with my experience. Would not recommend AirBnB and our companies will no longer be booking with them after this trip. Trying alternative apps similar to them Like VRBO. Air bnb no longer deserves to hold the editors choice badge or be the top app of its kind. Require them to step up there game or be out done by the competition..123455645274Version: 21.18

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

Almost Got scammed and AIRBNB DID NOTHING EVEN AFTER PROVIDING PROOFAIRBNB is not your friend and doesn’t care if you get scammed , and won’t do anything but say “sorry lol”. basically I wanted to take a trip to Colorado for my 21st birthday. I was so excited and planned my whole trip around this nice airbnb, costing around 150. It looked good, the only problem was a review saying it was a scam that I couldn’t see UNTIL AFTER I PURCHASED THE AIRBNB. Fast forward 2 hours after I couldn’t get a full refund, only half, the host texts me and asks me to cashapp her 150 if I want the apartment because “there was a technically difficulty and I was refunded the money” when I brought it to support with proof, they told me they talked to her and that she “simply made a mistake and was confused” but why didn’t she call airbnb in the first place about it, instead of trying to get money out of me. If I had cashapped the money, you know airbnb wouldn’t be refunding me that money, and instead they would’ve just said “oh sorry you need to be careful”, but because she said it was an accident, airbnb couldn’t let me get a refund, because why would I try and get a room from a girl who tried to scam me out of money. While trying to figure this out with customer support, she turned it into “no refunds at all” so I lost 160 dollars over the fact that AIRBNB DOES NOT PROTECT ITS CUSTOMERS FROM BEING SCAMMED. Absolutely Outraged, will never use this app again.Superbob03Version: 21.16

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

Despicable customer serviceI used Airbnb in Korea and NYC and had the worst customer service experiences in both locations (as well as Pittsburgh). One listing was illegal with a location different from the one listed, and it was the most painful experience to get refunds or credits (as well as with the other listings that were dirty or smelly that I didn’t end up staying in). I started using Airbnb years ago, and they have recently been outsourcing their support to other countries with heavy and often incomprehensible foreign accents. They did eventually provide compensation, but it took contacting them many times and repeating the same information over and over again to different people, and they only provided partial compensation for the illegal listing. They also still haven’t addressed an issue with a host (the one with illegal listings that I’ve reported to the city) writing a review stating that I’m a liar and encouraging other hosts not to host me in capital letters. Apparently, it doesn’t violate their policies, and they don’t have incentive to remove illegal listings if others will be tricked into paying for them. The app is also frequently buggy with error messages or features that don’t work. Eventually I gave up and booked regular hotels. This company has some of the best employee benefits, compensation, and talent, so I expected much more from the support side..KuteKitty777Version: 22.04

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

Changing and not for the betterUpdate: I don’t have time to write about the issues that I encountered on my trip in June 2019. Suffice it to say they were app and Customer Service based. Not worth the hassle. I booked the rest of my trip at a Hilton. At least I know what to expect. —— Admittedly, I haven’t used this app often. The city searches can be SO off as to be useless. Recently however, the terms are changing and NOT in favor of the customer. As someone already noted, having to submit one’s drivers license to book via the app. I did not feel comfortable with that. I had to pay for an entire stay in full (months down the road) on the day I booked. There was no way to quickly change a typo on the date. I had to book it and THEN change the date. Once that was done, I was [supposedly] credited back for one day. I am still waiting for the credit on my card. Makes no sense that one can be charged in seconds yet a credit takes how long? As I said, still waiting. The icing on the cake was an email that I received today informing me that emails regarding work trips would now go to my work email. An email for a place I have never even worked!!!!!! I am livid. That’s the last straw concerning privacy issues; especially incorrect information 🔥. After my trip is completed in June, good bye Airbnb. 😡.Terrysan11Version: 21.47

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

AirBnB collects too much private information...too risky.I'm deeply concerned the amount of personal data AirBnB is collecting just to make a lodging reservation (official ID, phone #, emails, credit cards and then personal updated pictures). I get it that hosts need some assurance but this is overboard, not even airlines, hotels or other services collect this much info...sure, they ask for passports or IDs upon arrival for verification, do the required check in/inspection and return it. Why AirBnB needs to collect so much personal info? Why can't the hosts verify guests upon arrival anymore instead of this new practice? All the personal info AirBnB is collecting now is a risky bet on today days of security data breaches or commercialization of privacy info for marketing purposes. Despite the assurances the company provides, it does not mean they will not sell off our info or that it will not get stolen. In addition, I don't control my info anymore once is uploaded; for example, while creating my account, I uploaded the ID and the required picture but I don't even see them anymore, I have no access to even make changes/updates of I prefer to. Or even to remove it. I don't own it anymore. Yes, is my choice not to use this AirBnB service so I will no longer use them. Hopefully I'm not the only one having this genuine concern. Lv.Lv_2021Version: 21.31

Don’t care about guests in emergencies. Side with hostsI was going to go to Saint Augustine to spend the weekend in the beginning of October. Somehow, I accidentally booked a reservation at Beachers 301 (beach vacation rentals ). I got an email saying I was all booked and I was like no! That place looks gross, tiny and overpriced. I tried to get my money back (within five minutes of making this weird accidental reservation ) but they would only refund me half. So I said fine. I’ll just bring bug spray and bleach…However, me and my mother in law were in a car accident 4 days before my trip. I was in the hospital and unfortunately my mother didn’t make it. I contacted the host and said I needed to cancel my reservation and if I could get a refund. I was told no refunds! They give no refunds on anything no matter what. How can Beachers sleep at night and not refund money to somebody who’s in the hospital who just lost a family member?? I opened a claim with Airbnb and of course they side with the host, as they always do, saying they have to do with the host says. I spent almost $600 and got less than $200 back, which was the cleaning fee. I recommend staying far far away from Airb&b and especially that rental, Beachers in Saint Augustine. I will be deleting this app and downloading VRBO.. absolutely disgusting how they treat guests and steal money.Penny LayneVersion: 21.43

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

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

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

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

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

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

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

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

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

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

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

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

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

BEWARE: YOU WILL GET ROBBEDThis is an absolutely despicable company. If you go through these reviews, you will see hundreds of people blatantly robbed by them. 90% of the time, all will go as planned. But eventually you’ll get unlucky. I paid for a monthly stay and appliances stopped working including the fridge within a week. The host offered a cancellation and refund no problem. However, Airbnb would not refund me their already absurd service fees or even the tax money. They refused to refund me for over a month’s worth of a service that they didn’t provide. Abegail, the customer service representative, just kept copy and pasting their policy without actually understanding the situation. Ironically enough, it says directly in the policy she kept sending that malfunctioning refrigerators are covered as a “Travel Issue” in their policy. When I copied and pasted the exact policy she sent me to show it applies to my situation, she basically said “oh well you’re still not getting a refund.” Easily the most atrocious customer service I’ve ever had in my life. So be warned, if anything happens to go wrong during your trip, even if it’s completely on them, they will still take all your money without hesitation. I urge you to book through anyone else besides this crooked company..SkymyersVersion: 22.10

No point in asking for a refundI’ve had the worst experience with Airbnb. I created my account and set up a reservation. When I made it to my reservation the host had not set up for her friend to give us the keys. Because of the circumstance that there was a typhoon there was no cell service in the city I was in. The next day I contacted the host and asked for a refund. She never replied. I contacted Airbnb and it took them 2 months to reach out to me. They told me I had to contact them though the Airbnb account but when I tried to sign in, there was a requirement to change the password and every link I got was a broken link. When they contacted me finally able to help me they told me that the host said that I never reached out and that she will not be refunding me my money. Airbnb did absolutely nothing to help me regain access to my account so I still don’t have access to my account and they only gave me a 50% refund when. Until I sent a screenshot of the text message I sent the host, then she agreed to the 50%. This host clearly lied about me reaching out to her and refused to give me my money back. The fact that it took 2 months for Airbnb to reach out to me is absolutely ridiculous. Customer support is next to impossible to use and is an absolute joke..Mmoreno33ableVersion: 22.04

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

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

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

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

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

If something goes wrong, good luck getting helpI’ve used Airbnb with no problems for a few years now, but I’m leaving this review solely due to their support services when something goes wrong. In my case, there were rotting animals under the unit that causes an awful smell in the peak of summer heat. We had to leave after one night. I was able to work things out as much as I could with the Host, but inky got less than half of my money back. The rest was Airbnb fees and taxes. When I tried to get a complete refund, I was taken in circles through the support process — speaking to 4 different people for over a week without any progress on my request. They seemed to keep turning my case over to someone new and starting over again. I used to work in tech support so I understand how these workflows can be, but it really seems to me like incompetence. I finally decided to escalate and asked to speak to a supervisor over the phone, but was told that they will only email me. I haven’t heard anything. I think I will just have to give up and use other vacation rental sites like Vrbo. This really ruined my vacation and the weeks following! A company is really only as good as their customer service, and sadly Airbnb is severely lacking..LindsayyelVersion: 21.28

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

Too much security is ridiculousTo be forced to download the app, not being able to use the website because you need to take selfies, to have to receive text messages every time you log it and to have to take photos of passports (air bnb is not customs) is just ridiculous and probably the last time I use the forced app and the website all together. Security is important, but this is exaggerated. Gong through customs in a foreign country is easier..ValerieGiguereVersion: 17.37

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

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

Please don’t use AirBnbFor the love of God, stay away from this company. They only care about the “hosts” well-being rather than the guests. Would rather see the guests be screwed over than complicate anything for the host. Do yourself a favour and stick with the hotels. Screw this company..ErichobsonVersion: 21.17

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

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

They don’t care about youWe had to cancel on the first day because the place was a health hazard and we only got a small portion back. And because we didn’t take pictures they don’t care about you even when there are claims to back you. The employees are outright rude and will ignore you. It’s not worth it..Uncertain HVersion: 21.28

Bad customer service + scamming peopleI canceled my reservation after 30 minutes from booking it they didn’t refund me my money. I called them many times no one helped me The worst app and customer service they are scamming people.Abdul.rinawiVersion: 21.26

Bad experiencesWas new to this and had quite a week from dealing with a fraudulent account to booking another one and getting no answers from the host and stealing my money. First and last time.Mamere1210967Version: 21.26

Hosting on Illegal SettlementsAirBNB banned hosting on Israeli Illegal Settlements in Palestine but after Israelis threatened to sue them for dollars lost, AirBNB decided to go back on their word and open hosting there after all. Clearly, they understand how disgusting it is to have AirBNBs on illegally stolen land, but they chose money over humanity. The UN recognizes those settlements as illegal and there is no other way to see it. AirBNB should have the integrity to fight those Israelis in court on the premise that they are illegal settlements and do not have the right to host on that land. It’s disgusting that you are profiting off the apartheid state.VdtjbcfVersion: 21.20

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

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

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

Incredibly bad serviceMy host cancelled on me last minute and Airbnb is not answering my emails. The app wouldn’t let me consult the help center and would redirect me to my profile. This is an awful experience..OnSenCaliceVersion: 19.27

Buyer beware!The company cares more about their bottom line and hosts than they do their customers. We had the worst experience on our last trip. The oven and hot tub in a home we rented were non operational for the entire stay. We requested a partial refund and after weeks of waiting they gave us an very insignificant amount. Their justification was that the other amenities were provided as per the listing. These included things like a fire extinguisher and hangers. There is very little recourse for the customer. I will use VRBO moving forward..Carmageddon14Version: 19.17

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

Great service HORRIBLE USER EXPERIENCEOne of the worst apps and website I’ve ever used. Talk about a necessary evil. Figure it out AIRBNB!!!!.Scott LissaVersion: 17.38

Constant crashes on macOSIncompetent devs. Can't log in on macOS. As soon as you try to type your email address the app crashes. Come on guys. Update: App updated but still crashes as soon as you try to type..MickersVersion: 21.46

This app is no longer worth itYou have people renting 1 room in a shared apartment for like $80 a night. The prices on here are ridiculous not to mention their fees are outrageous. Save your self the head ache and money right now and just book a hotel. Their a lot cheaper and you won’t have to share the space with some random who’s trying to overcharge for a room to pay off their mortgage. This app is no longer for consumers. DO NOT BOOK WITH AIR BNB..Dr-phunckVersion: 21.26

Supports TheftGreat and we’ll put idea and business. Gave it a 1 star due to the fact that it supports the theft of homes in occupied Palestine (specifically Jaffa) by allowing the homes to be rented despite being stolen..Maher Weld-AliVersion: 21.20

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

AirBnB is a bully and needs to be regulated.I have had so many anxiety filled experiences with AirBnB. There are loopholes for hosts to avoid bad reviews. Listings booked months in advanced can be cancelled last minute leaving you stranded. I have been charged for damage to a listing but still haven’t been told what the damage was and why the amount was justified or given an option to say we didn’t do it (we definitely didn’t).Bored7171Version: 19.35

Use to be great- now it’s a cash grabThis app used to be for people wanting to find alternatives to staying in expensive hotels while helping people make additional income. The prices now are ridiculous!! Staying in a bedroom in an non private apartment for $180 is not a good deal. Especially when these places are in just regular apartments with average decor etc..Alliebee11Version: 19.17

Airbnb is biasedAirbnb has no business banning people's listing based on the company's own political views. Do not support this bigoted company..JooloponopptoVersion: 19.02

Never using this service again.I have been an avid user of Airbnb in the past two years, however they recently allowed my host to cancel my booking last minute too easily - this completely demolished my trip plannification and I had to book a $300 hotel instead as airbnb had no more adequate places to offer me in the area I was interested in. I will be deleting the app and will never use the service again..GgfbVersion: 18.50.1

Host died?Our host was unreachable at the second rental we stayed in(maybe he was dead?). He would not respond to me or the Airbnb support. So Airbnb told us we could no longer stay there and kicked us out on our last night. Not a good experience..HomelessInHawaiiVersion: 18.50.1

StupidCleaning fee is higher than room fee. Why cant you show me total price before i try to reserve. Cheater!!.Sube7120Version: 22.05

ScamGot scammed by a host and Airbnb did nothing about it. I used to like this app before this incident but now I can not trust them ever again. Book a hotel instead. It’s safer..StarrnessVersion: 22.04

Garbage supervisor and ambassadorsThe word for Airbnb is unbelievable the fact that they don’t keep your personal information private that anyone can literally just go into your account when you have credit cards banking information all linked into here they choose to do nothing for a month I would never use this service because I want my information private and they do not they have terrible response times.W3stcoast420Version: 22.04

Abusive Cancellation Policy during A PandemicI had a stay booked in Guadeloupe to start in early January, but unfortunately contracted Covid-19 before my trip. The host was able to keep over $2000 CAD of my money because this corporation allows its hosts to enforce ridiculous cancelation policies during a pandemic. I have tried to get my money back from Air BNB since their new “extenuating circumstance” policy includes the guest or host getting sick with covid. But of course, my case has been passed to multiple people saying it is being escalated, only to abruptly be told today by Wensley at the Resolution Centre that they are closing my case. All without even telling me what the resolution was. I wish I was able to attach screen shots of these emails to this review, but suffice to say this corporation only cares about its bottom line. AVOID at all costs!.MoxiFoxiVersion: 21.49

Unprofessional customer serviceI tried to book accommodation and its showing me that your reservation couldn’t be completed i tried to call customer care Center even they don't know anything and suggesting me to book another hotel or something..Rsha1998Version: 21.49

MAUVAIS SERVICEFAITES TRÈS ATTENTION. LES HÔTES ONT DROIT D’ANNULER TA RESERVATION LE MÊME JOUR QUE T’ARRIVES DANS LES LIEUX ET AIRBNB NE FAIT RIEN POUR ARRANGER TON PROBLEME. TU DOIS T’ARRANGER TOI MÊME POUR NE PAS RESTER DANS LA RUE..JessvckaaVersion: 21.32

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

GoogleThe messaging function is not very practical as we have to go out to access new messages. Also a direct link from the address to google maps would be more than useful when trying to find the places! For now, from the app, we cannot even copy paste the address....Risb12Version: 19.32.2

This app sucks!Have an outstanding resolution with Airbnb and every time I try to find out the status, the response is always the ticket is still open. If the ticket is still open why did I received an email asking for feedback on how my resolutions and handled by Charles J. It also repeatedly says it doesn’t recognize my device and want to send me another text so I can apply the number. What’s waste of time and effort. No way of contacting Airbnb direct. Believe me if there was an alternative to this app I would use it!.CanuckinyulVersion: 19.26

The app works great, their policies in reviewing stays is poorI do not agree with the way the site handles reviews for stays within the app. I am basically told that if a host does not respond to a guest review then the guest review will not get published. That is unacceptable and makes every listing suspect. Speaking from the experience of a misrepresented listing and a disappointing stay after our vacation rental. Use a different rental site where reviews cannot be controlled by the host of a listing..Reim29Version: 19.09

客服人员并不能提供良好的售后服务当你取消预订之后想要恢复预定，客服人员并不能提供及时的帮助。我想对于我这种急性子的人来说Booking是个更好的选择。.Gary-DianaVersion: 19.08

Application peu fiable mais principe génialJ’adore Airbnb cependant ça fait 2 séjours de suite où mon application qui fonctionne très bien a la maison, ne fonctionne pas du tout lors du séjour même si je ne suis pas en campagne avec un mauvais réseau! c’est très décourageant.Sophie j111111Version: 19.02

App needs to be fixedThis app almost never works. It’s completely garbage. The chat features and search features never work. Such garbage!.Nf1819Version: 19.04

Not a good user experienceI’ve been hosting using AirBNB the last couple months and find the app and company policies to be quite unfair for us hosts. For example, anytime someone has an inquiry/question you as a host must pre-approve them staying with you in order to avoid penalties. I have had several guests ask to park at my place for up to 3 weeks while they travel & only book 1 night at my place. Because I don’t have parking available beyond the nights a guest stays at my place, I don’t ‘pre-approve’ these types of questions, however I always respond in a timely manner. Because I don’t automatically pre-approve these requests, I get punished by my ‘approval percentage’ rate dropping and therefore my listing is dropped to the bottom part of all searches in my area, even though my price & location may be more suitable for guests. I also couldn’t approve someone who wanted to check-in at 7am because I had a guest in the room & checkout is at noon for my place. Because I didn’t approve the person who wanted to check-in at 7am I again got penalized for not approving the 7am check-in. Their customer service is also not good, lengthy wait times to speak with someone and untimely responses to online questions. It’s truly an unfair system for hosts & I will no longer be using AirBNB..Mmahal99Version: 19.01

Can’t bookScreen won’t scroll down all the way. Called support line and the only help they said was to use a computer not an iPad or phone. Not helpful when you don’t travel with a computer. Fix the app please..Flm manitobaVersion: 19.01

Great concept. Terrible app.Great concept. Great business. Lots of great experiences with lots of fabulous hosts. (And one bad one.) But I’m rating the app. And it’s glitchy and buggy and and unreliable and terrible. Fix it please. You’ve lost my business more than once and almost again today in Cambodia and tomorrow in Vietnam, because the app wouldn’t load..Pooping playerVersion: 19.01

Need filtering on who is allowed to hostSome hosts I met are extremely rude and judgemental, and I had some of the worst social interaction in my life on Airbnb. Host can arbitrarily cancel reservations at any time, which puts guests in an extremely vulnerable position. Airbnb should really have their hosts tested for inappropriate actions, including discrimination and racism, toward guests..KyukyukyufanVersion: 18.50.1

Anti-semiticThis company thinks they can target the one and only moral country in the middle east. sounds like anti- semitism to me..Jon1812Version: 18.50.1

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