Airbnb has severely failed customers with an average rating of 1.3/5, marked by systemic issues including poor customer support, inadequate host vetting, unfair refund policies, and consistent prioritization of hosts over guest protection.
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USE THIS COMPANY AT YOUR OWN RISK!!!!!! Had a guest who wanted to add 1 extra day. Neither of us parties could make that change. Called AirBNB support as a superhost to get help. The clerk gave us the wrong instructions for requesting additional payment for 1 day and instead we ended up asking for the 1 day payment change as the total amount for the entire stay. I asked to clerk to cancel this change. He had to forward it up to a supervisor DEEPAK. Deepak messaged us but didn't confirm that the change we tried to make incorrectly was indeed cancelled and he quoted the wrong price for the day we did try to change. We responded it was incorrect, and he just disappeared from the chat. Followup call requesting a different supervisor has resulted in no response.
Do not stay at air bnbs. The reason there is so many is that scammers are subletting out rental houses and illegally renting them as air bnbs making thousands and the rental market it chocked by the scam rentals. Check your local bylaws . It's a 5.8 million dollar scam . Unless the owner lives in the house stay away from it .it's illegal. And they have a 2 tear cleaning system deep clean means they actually washed the blankets . Yuk
Insane policy where they allow a host to write a negative comment about you in retaliation for a complaint and leaving the property early because of the hosts behaviour. Joke of a company and have deleted my account.
Booked this Paris Airbnb and the experience raised serious concerns. After booking, the host began asking for extensive personal information about our daughter, including highly sensitive details and documents, and then tried to move the contract-signing process onto an external site called Rentila. They later sent a sample contract in French. Once we reviewed it carefully, the document contained multiple problems and inconsistencies, including rent wording that appeared to treat the total cost as a monthly amount, references to schedules and annexes that were not actually provided, and other drafting issues that did not inspire confidence. We also discovered that the owner of the apartment appeared to be connected to the external platform being used for the digital signature process. When we started asking direct questions about the contract terms, the structure, and the off-platform process, the reservation was cancelled instead of properly answered. At minimum, this was a deeply unprofessional and opaque process. Guests should not have to fight for basic clarity after booking, especially when sensitive personal information is being requested and external platforms are introduced. Airbnb should do much better due diligence on listings that involve this kind of post-booking contract flow. Very disappointing experience.
Have taken part in two surveys now for Airbnb with the request coming directly from their own web servers (not a scam). Still not paid out - customer services is an absolute joke - I have been told to contact Amazon! To get through to anyone with any common sense at Airbnb is not at all possible - best to avoid.
"Cancelled within one hour — lost €1,000. Zero protection for guests." I'll be honest — I made a mistake. I booked a reservation and realised within one hour that I couldn't proceed. That's on me. I also did not purchase travel insurance. I accept that. But I cancelled immediately, the same hour, not even 24 hours after booking, 30 nights before check-in, and never used a single night of the stay. I contacted the host straight away and explained everything honestly. The host kept €1,000 in full. No discussion, no compromise, no compassion. A guest made an honest mistake, acted within one hour, and the host didn't hesitate for a second to keep every cent. That tells you everything about the kind of host this is — someone who only cares about money, not people. Airbnb was no better. Multiple agents, scripted responses, case closed twice. Nothing they could do. What shocked me most is that Airbnb has no cooling-off period whatsoever. Not even 24 hours. No travel insurance? Too bad. Made an honest mistake within one hour? Too bad. Your money is gone and nobody will help you. If you book here, purchase travel insurance and read every policy word by word. Because if anything goes wrong, you are completely on your own.
We booked a ‘Luxury Studio’ in Legaspi in the Philippines. It was an absolute disgrace. We were greeted by 2 cockroaches. As soon as you walk in, you can smell the dampness and mold. The property looked old, hasn’t been maintained to a luxury level. In the kitchen and bathroom, both taps were leaking constantly. There were cobwebs in the wardrobe and the hinges completely rusty. The cooking hobs also completely rusty. We immediately contacted the host. She apologised, but it was not a genuine concern. As we had a pet with us, it took us some time to find alternative accommodation. When we found it, we left and demanded a full refund. The host ignored our request but in the end agreed to less than 2 nights refund. We escalated the matter to Airbnb, but they weren’t much help. We also send photos of the this disgusting studio. I warned them that I would be sending a damning complaint on your site as well as a direct complaint against the property. This will be the last time we book anything with this company. This has been a terrible experience force we want to forget about asap. The host is using the views of the Mayon volcano as a major selling point. That is the only selling point. The studio is disgusting.
This platform should be checked by the police in every country it operates because they operate in illegal ways and steal people's money.
Had booked a 56 night stay, due to my brother dying we didn't arrive until 2 days later than booked, host fine as I kept in contact keeping her upto date. Then once we arrived it took 2 days staying there before we realised it wasn't viable in the winter months. Agreed with host on our 3rd morning but looked like 5th day on Airbnb,that it was unfit for long term stays in winter. The host and I agreed a partial refund which she had to confirm to Airbnb for refund, which they accepted and complied with refund. Then when I thought it was all done and dusted, I booked an Airbnb in Spain for this half term, that then had to be cancelled, then immediately that full refund was returned to my bank account, Airbnb took money from my bank account, informing me that there was an outstanding amount on account. I am now entering a claim against them through small claims court. DO NOT USE THIS COMPANY, IF ANYTHING CROPS UP NO FAULT OF YOUR OWN, THEY ARE SCRUPULOUS AND CANNOT BE TRUSTED WITH BANK INFORMATION. .
The absolute worst customer service experience ever. We booked a house for 12 people - there was no water pressure...like not even enough to take a shower. We had to leave. Airbnb sided with the home owner and did not give us our money back. HORRIBLE! They should take the house off of their available properties but instead sided with the homeowner. THIS COMPANY NEED TO GO OUT OF BUSINESS AND BE REPLACED WITH A REPUTABLE COMPANY!!!!
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.
Based on 25 verified customer reviews, Airbnb holds an average rating of 1.3 out of 5 — rated Bad on ReviewTerminal. 8% of customers gave 4 or 5 stars.
