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.
What customers love
Long-term reliability for some families with positive multi-year experience
Occasional resolution of booking issues when escalated to management
Extensive property availability across multiple countries
Common concerns
Biased dispute resolution strongly favoring hosts over guests with minimal or token compensation
Inadequate property vetting allowing fraudulent, misrepresented, and uninhabitable listings
Ineffective customer support with scripted responses, unresponsive supervisors, and refusal to address legitimate complaints
Host cancellations permitted with insufficient penalties, allowing price gouging while guests receive inadequate vouchers
No cooling-off period or guest protection for cancellations, even within hours of booking
Safety concerns including requested personal data collection, external contract processes, and potential scam facilitation
Properties delivered in drastically different condition than advertised (mold, cockroaches, maintenance issues, missing amenities)
Lifetime account bans with no human appeal process despite demonstrated reform
Customers mention
customer service failuresrefund policieshost protection biasproperty misrepresentationcancellation penaltiesfraud and scams
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.
