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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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
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.
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 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.
