What customers mention most
As a host for top class experience involving wine, olive and honey I suggest not taking this platform seriously as you won't built a trustworthy partnership. Extremely disappointed with my collaboration with them.
Host withheld $253 of personal property. Police report filed. Airbnb support remains silent and refuses to help despite chat proof. Need urgent escalation.
Very disappointing experience with this rental company. We booked our London accommodation from May 13th–18th back in February because we were travelling for work with a team of four people attending a coffee festival. We specifically chose a property close to the event venue with two bathrooms so the team could rest properly after long workdays. The day before our trip, after contacting them ourselves to confirm everything, we were suddenly informed that our reservation had been cancelled. We never received any proper notification beforehand. Even worse, weeks earlier we had received suspicious messages asking us to enter our card details through an external link or risk cancellation. After contacting Airbnb support, we were advised it looked like a scam attempt, so we froze our bank card for security. The replacement property they offered was far from the event location, causing us additional transport costs every day. The apartment itself was dirty, had only one bathroom, not enough towels, and one member of our team had to sleep on the sofa despite the booking being for four guests. We were promised compensation, but we still have not received any clear update regarding the refund. Overall, this created unnecessary stress during an important work trip, and the lack of communication and professionalism was unacceptable.
Such harsh banning policies! Around 10 years ago, I got it wrong. I was 18 years old with friends in an Airbnb in Amsterdam and we got some noise complaints. We were asked to leave the apartment and my account was banned as a result. This is totally fair enough - we shouldn't have disturbed locals. However, I have appealed the ban multiple times explaining that I have learnt my lesson and generally grown up significantly since then and have received an automated response every time. To impose a lifetime ban seems disproportionately harsh and I would at least hope that someone might read my appeals rather than receive an automated response.
Extremely disappointed with Airbnb and their complete lack of customer protection. A listing was allowed on their platform, I followed the instructions connected to that listing, and I ended up losing a substantial amount of money. Despite this happening through their platform, Airbnb has refused to take any responsibility or offer any meaningful help. What is most concerning is that they did not properly vet or monitor the listing at all, yet the customer is left to deal with the financial loss alone. I trusted Airbnb as a legitimate and safe platform, and that trust has been completely broken. Be very cautious and double check everything, because if something goes wrong, don’t expect Airbnb to actually support or protect you.
Wow just to say ,they r there for the hosts ,if you got the problem, the customer service is Not for you .you r in shit,
Very bad service I dealed with some one his name Bruce He done very bad services to me I am host got very bad customer through air b nb They destroyed the house Very bad
AirBnb has spoiled our family. We have been using Airbnb for the past 12 years. We’ve rented over 30 Airbnb‘s in 13 different countries and all over the southwest US. We typically rent homes not just a room to sleep. Our family of four and it’s nice when we can get our own rooms and a full kitchen.
Incompetent service and a severe breach of policy. The host entered the property without consent, which constitutes a clear violation of their core rules. This resulted in only a 50% refund. Despite multiple attempts to seek clarification on why a full refund was not issued, my messages were not responded to. The lack of accountability and communication is unacceptable.
Booked 4 months ahead. Host canceled for more money. Airbnb's fix was a 50$ voucher. Reserved a property 3-4 months in advance for a holiday. The host canceled before the trip with a simple reason: they wanted to relist at a higher rate. Rebooking a similar place for the same dates now costs 1200$ more than what I had originally locked in. So the host canceled my booking, raised the price, and pocketed the spread. - He used the holiday as an opportunity. Airbnb's response to all of this was a 50$ gift voucher. That covers maybe 7 to 10 percent of the gap the host's behavior created. This is not a guest-protection policy. This is theater. If a host can cancel a confirmed reservation whenever the market shifts in their favor, and the platform's idea of accountability is a voucher worth a fraction of the damage, then 'confirmed booking' is just a placeholder the host can drop whenever it becomes profitable to drop it. Until Airbnb starts treating opportunistic host cancellations as a contract breach with real consequences, my advice to anyone planning a trip is simple: do not book anything you cannot afford to lose.
Airbnb is there to protect hosts, not guests and their policies make that very clear. Hosts are given a 72-hour window to accept or decline refund or money requests, and in my experience the process gets dragged out long enough for guests to lose the right to even a partial refund. Listings also fail to disclose important details. In my case, the property was located in council housing/buildings, which would have been a complete deal breaker if it had been clearly stated beforehand. Once you discover something like that after arrival, you risk losing all of your money. Overall, this was an extremely bad experience. I would strongly advise people to avoid booking through Airbnb unless they are comfortable staying in a place that may not fully match the listing or the expectations created by it.
My booking was cancelled due to a missed payment notification sent to an email I don't actively use, leaving me without accommodation in Nice just days before my trip. I had already paid €220 and was ready to pay the remaining €190 immediately. The host did not respond to Airbnb's attempts to contact him, and at first I was told no refund was possible. However, Airbnb's team came back to me, resolved the situation swiftly and made it right. That level of commitment is rare and genuinely impressive. I have since booked new accommodation through Airbnb and I am looking forward to my trip. This experience showed me that when things go wrong, Airbnb does stand behind its guests. A brand that truly cares. I will continue to recommend it. ⭐⭐⭐⭐⭐
Absolutely disgraceful customer service. We reported damage to our host from an item that was found to have fallen that was placed precariously on a shelf by the host, we reported it to the host to attempt to help them rectify the situation. Since this, we've had claims and threats of taking money from our account with constant 24 hour deadlines, but missed deadlines on their part... all for non fault damage for amounts that seemingly change on a weekly basis with no explanation. This should absolutely be covered by Airbnb/the hosts insurance, not by ourselves. We will not be using Airbnb again.
-Reserved an AirBnB months in advance -Open ticket asking what happens if owner cancels - Reply: It is actually quite rare for a host to cancel. Airbnb has strict policies and penalties in place for hosts who cancel...Airbnb may provide rebooking coupon to help cover the price difference of a new place. Our goal is to make sure you aren't out of pocket because of a host's cancellation. -Owner cancels -Owner relists as more expensive -I open ticket. They don't immediately apologize OR offer coupon -Closest available is $600 more expensive ($1,100 original. They do nothing. -I escalate -$200 coupon Never use AirBnb. Even them "making it right" is a terrible experience. Please stick to hotels.
Airbnb has canceled my reservation twice now. The first time they canceled it a week before the check-in date. I scrambled but was able to find a hotel room. This time, May 2026, I drove 10 hours to my designated reservation to find a car parked in the driveway. I called Airbnb and they said my reservation was canceled! I did not receive an email nor a text…Just surprise surprise. How could they not notify me of the change? They put me in a terrible situation. Luckily I was able to find a hotel room. When I was on the phone with them, they only offered to send me a few links to possible places. No compensation for this terrible mixup and great inconvenience. I’m done with Airbnb, They are not reliable.
Based on 15 verified customer reviews, Airbnb holds an average rating of 1.5 out of 5 — rated Bad on ReviewTerminal. 13% of customers gave 4 or 5 stars.
