Airbnb (www.airbnb.com) has a 1.2 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 90% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
What people say
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J Alcaraz · 3 reviews · Experienced 2026-08-10 ·
★★★★★
AIRBNB JUST LOST ME FOR GOOD
12 YEARS AS A CUSTOMER — AIRBNB JUST LOST ME FOR GOOD
I have been using Airbnb for 12 YEARS, and after the way this situation was handled, I have permanently deactivated my account. Yes — after 12 years of being a paying customer, I am DONE.
A host made false accusations against us, and despite repeatedly explaining the situation and disputing the claims, Airbnb refused to remove the review. What is absolutely infuriating is that Airbnb had an opportunity to actually listen to the paying customer, investigate the facts, and do the right thing. Instead, I was essentially told to accept a false and damaging review.
Let me be very clear: I know what happened, and I will not accept lies being presented as facts.
We were respectful guests. We did not mistreat the property. We did not do what the host falsely accused us of doing. Our dog doesn’t even relieve herself unless she is on grass, yet somehow we were subjected to accusations that we strongly dispute.
And after all of that, Airbnb’s response was basically: too bad, the review stays.
This is what 12 years of customer loyalty gets you?
The paying customer is the one who is supposed to feel punished while the host gets to make accusations that remain publicly attached to our name? Where is the fairness in that?
I am particularly disgusted by how this entire situation felt when there were concerns about discriminatory and racist treatment. Airbnb should be taking allegations like that seriously instead of making the customer feel like their concerns don’t matter.
I will not give another dollar to a company that I believe treats paying customers this way.
Airbnb didn’t just lose a random customer. You lost a customer who supported your platform for 12 YEARS. I had every reason to continue using Airbnb, but your handling of this situation destroyed my trust completely.
I have permanently deactivated my account. I am taking my business elsewhere, and I will absolutely share my experience so other travelers understand what can happen when a host makes accusations against them and Airbnb decides not to meaningfully intervene.
12 years of loyalty — gone because Airbnb chose not to do the right thing.
Shame on Airbnb.
L
Leo Leo · 1 review · Experienced 2026-08-08 ·
★★★★★
I rented an apartment in Milan
I rented an apartment in Milan. After I wrote a comment about what problems I faced, the host answered my comment unpolitly and the airbnb refused to remove his insult. They asked me to remove my comments so his answer will be removed. I didn't accept because I want other people read what is waiting for them there and see how the host is impolite...
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Alexander · 1 review · Experienced 2026-08-08 ·
★★★★★
Spend your Saturdays visiting friends instead!
Never let the happy path shape your expectations of a service - especially when it comes to Airbnb!
Yesterday I spent at least five hours (essentially my entire Saturday) trying to get to the bottom of an issue I was having. Support showed little willingness to actually solve or investigate the questions I raised, and at times it felt like I was just getting a string of random words in response.
As a tech lead on an IT project myself, it was hard to believe that such a popular, well-known service could be organized this poorly.
With that said, my only advice is to avoid Airbnb - any other service would likely be no worse. Spend your Saturdays visiting friends instead. Stay safe!
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Lou · 36 reviews · Experienced 2026-08-08 ·
★★★★★
I’d give Airbnb a zero if I could
I’d give Airbnb a zero if I could. I’m booking no further stays with the platform. I’ve only ever been a polite and respectful guest leaving properties clean and tidy. This year I’ve had two hosts take liberties with reviews which were over the top, one trying to blackmail me via WhatsApp to remove a review in exchange for money back and a most recent experience of Airbnb not supporting when a defamatory review of us which was factually inaccurate and unfair. Airbnb has no policies to support guests, it baffles me that there is so much favour for hosts. Hotels don’t undertake reviews of guests. After two disappointing experiences I’m likely going to cancel all future bookings and start booking elsewhere.
The support is non existence, as a guest I don’t feel listened to. Calls at silly times of the day when requesting messaging contact too.
A terrible company to deal with in my experience.
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Aleksandra Stevanoska · 19 reviews · Experienced 2026-08-09 ·
★★★★★
Airbnb has become a fascist most…
Airbnb has become a fascist most scamming company ever!
There was a bug on my account, while there were fixing it, I have created a test listing to check the calendar will have the same bug.
In the meantime someone booked for the same day on the test listing, I said the flat is not available and the guest needs to cancel, and by a rule first connect before a random booking.
He canceled but got penalised, after he called airbnb and told me I was supposed to cancel.
Airbnb for a mistake reservation now of £260
Is charging me with penalties of £148 … although there is no reason for it since the reservation was cancelled after 5 mins and the guest could have found immediately another place.
They dismissed my explanation about what happened and that I am at the flat and is a mistake and threatened me with suspending my account if this happens again.
I am 5 star ⭐ host.
I rent long term and Airbnb earns thousands of me.
This behaviour of bullying hosts is beyond unacceptable and gone too far!
Very disappointing experience with Airbnb support. I booked and paid for a specific apartment, but after arrival I was told the apartment was not available and was offered a different one. The host requested an additional fee outside my confirmed Airbnb booking, which I never accepted through Airbnb.
The replacement apartment had serious safety and cleanliness problems. The toilet had a very bad smell, and when I arrived the stove in the kitchen was left on with a gas smell, so I had to turn it off myself. I also noticed plates/items in the kitchen with burn marks underneath. In my opinion, the marks looked like they may have been caused by heating some kind of substance, which made me feel unsafe and extremely uncomfortable.
The cooling/air conditioning was also not working, which is a major issue in Tunisia during summer. I contacted Airbnb support immediately and reported the situation in real time. Later, the host told us to leave and the keys were collected, so we could not continue the stay.
Airbnb support focused mainly on asking for extra documentation, even though I had reported everything immediately through Airbnb messages. In the end I only received a partial refund, despite not receiving the apartment I booked, facing safety and cleanliness concerns, and losing access to the stay.
I switched from Booking.com to Airbnb expecting better guest protection, but this experience made me lose trust in the platform. I do not plan to use Airbnb again.
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Anna Kozlova · 1 review · Experienced 2026-07-07 ·
★★★★★
Airbnb demanded €250 from me for…
Airbnb demanded €250 from me for alleged mattress damage. I repeatedly asked for evidence showing how the €250 amount was calculated, whether the mattress actually required replacement rather than professional cleaning, and whether the Host actually incurred a €250 loss.
Most importantly, I was only shown a photograph of a stain, but there was no evidence demonstrating that this stain was caused by us or that it appeared during our stay. Airbnb refused to provide the supporting documentation from the Host and closed the case, stating that the documents could not be shared.
I was therefore asked to pay €250 based on an allegation that I could not independently verify or challenge, without evidence establishing that the damage was caused by us and without evidence supporting the amount claimed.
I find this dispute-resolution process neither transparent nor fair. I am very disappointed with how Airbnb handled this case.
Empty promises, no accountability 29 trips and never seen service this bad
We reported an uninhabitable Airbnb on the day of check-in used and stained towels, filthy appliances, empty soaps, and a broken washing machine that was advertised in the listing backed by around thirty photos and videos. Airbnb promised to review the case and take a decision within 24 hours. Nothing happened.
Since then we have called customer service over and over. Every agent reads from the same script: “I’ve sent a message,” “a manager will call you right now,” “we will partially refund you.” No manager has ever called. No refund has arrived. Not a single agent is able or willing to transfer you to anyone with real authority to decide anything.
And here is the truly outrageous part: we need to leave this property as soon as possible, but every night we are forced to stay while Airbnb stalls is a night they can deduct from our refund. Their delay is not neutral,it costs the guest money hour by hour, while their agents hand out promises they know will not be kept.
In eight years and twenty-nine trips, I have never once left a bad review. Airbnb’s customer service has earned the first. Do not count on their “AirCover” promises when something actually goes wrong.
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Jane G · 3 reviews · Experienced 2026-08-09 ·
★★★★★
Airbnb's handling of a retaliatory…
Airbnb's handling of a retaliatory review has left me extremely disappointed
I have hosted with Airbnb for many years and have built up an excellent record with numerous 5-star reviews. Until now, I have generally had a very positive experience with Airbnb.
Unfortunately, the way Airbnb has handled a recent incident has completely undermined my confidence in the protection offered to hosts.
A guest repeatedly breached clearly communicated house rules. Most seriously, during exceptionally dry conditions we had prohibited BBQs because of the obvious fire risk to guests, our property and the surrounding countryside. This restriction was stated on the listing, communicated directly before arrival and displayed in the accommodation.
The guest nevertheless used a BBQ and, when specifically asked to extinguish it, refused to do so and challenged the rule. There were additional house-rule breaches and ultimately I had no option but to ask the guests to leave.
I reported the incident to Airbnb immediately and provided supporting evidence BEFORE I had seen any review.
The guest subsequently left a 1-star review containing serious allegations about my behaviour which I categorically dispute.
What I find extraordinary is Airbnb's response.
Airbnb's own published policy states that users may not write reviews to retaliate against another user for enforcing an Airbnb policy. Their guidance describes circumstances where a guest commits a violation, is notified of it and subsequently leaves a biased review because that violation was reported.
I provided Airbnb with a detailed explanation and evidence showing exactly that sequence of events. Even the guest's own review acknowledges the BBQ and undeclared/unpaid dog.
Airbnb rejected my removal request. I appealed, specifically asking them to explain which element of their own retaliatory-review criteria they believed had not been satisfied.
The appeal was rejected again, with no substantive explanation.
That is the part I find unacceptable.
I fully support guests' right to leave honest negative reviews. Hosts should not be able to have reviews removed simply because they dislike them. But hosts must also be able to enforce legitimate safety and house rules without fearing that doing so leaves them exposed to a retaliatory 1-star review.
If Airbnb publishes a policy specifically designed to protect against retaliatory reviews, hosts should reasonably expect that policy to be applied transparently and consistently.
After years of hosting successfully, I am extremely disappointed that Airbnb has been unable even to explain how the documented circumstances of my case fail to meet its own published criteria.
Hosts deserve better protection when enforcing legitimate safety rules, and at the very least they deserve a reasoned explanation when Airbnb decides that its own policy does not apply.
T
TL · 1 review · Experienced 2026-07-17 ·
★★★★★
Airbnb willfully contradicts and randomly applies its own published policies
I have a 100% positive review history on Airbnb and no history of disputes. This isn’t a case of someone who needs to be taught how to behave in someone else’s home.
I stayed alone in a one-bedroom apartment in a safe Latin American city. A local friend of several years — a 40-year-old lawyer — stopped by for about two hours during my stay.
The listing buried a dense set of house rules behind a pop-up, each carrying a fine of at least $200. One rule read “no guests.” I read that as barring additional houseguests overnight, not as forbidding any human being from entering. The host never clarified it, in messages or in person.
Instead of raising it with me, the host used undisclosed security cameras to catch my friend entering, then demanded $200 with no warning or conversation.
Then came the review: “THIS PERSON DOES NOT RESPECT RULES!! He brought an unknown person into my property, thereby exposing it to risk and himself to danger…”
That wasn’t accurate. My friend wasn’t unknown to me — I’d known him for years. The same cameras would show a greeting kiss on the cheek and a hug goodbye, nothing resembling a threat.
Airbnb agreed I didn’t owe the $200 and paid the host directly. They even acknowledged the host appeared to have a pattern of this behavior. They still wouldn’t remove the review.
I cited Airbnb’s own Review Policy, which prohibits false statements or claims not grounded in firsthand experience. The response shifted every time I pushed:
Round one: you technically broke a rule, so the review stands. But I wasn’t disputing that a rule existed — I was disputing what he chose to say about me because of it.
Round two, on appeal: hosts are entitled to their opinions. Also beside the point. “This guest does not respect rules” is a sweeping judgment built on one disputed incident. “He brought an unknown person into my property, exposing it to risk” isn’t opinion — it’s a false factual claim.
Round three, after I escalated to Airbnb’s executive team: now the applicable standard was supposedly the Content Policy, not the Review Policy I’d been citing all along.
Three rationales, same outcome. An accurate review would have said: “This guest had a friend visit for about two hours. I considered that a violation of my no-visitor rule and tried to charge $200. Airbnb determined the guest didn’t owe it and paid me instead.” I couldn’t have argued with that — it’s true.
I never asked Airbnb to punish the host or rule his policy unreasonable. I asked them to apply their own review standard to claims they already knew were false. They declined, three different ways.
This isn’t really about one host. It’s about hidden surveillance, punitive fine structures, and a support process built to defend outcomes rather than apply rules. A platform earns trust by applying its policies the same way every time. Here, they didn’t.
M
Michael · 1 review · Experienced 2026-07-29 ·
★★★★★
I rented a property at 22 Betsey…
I rented a property at 22 Betsey Williams Dr. in Warwick Rhode Island for 10 days.(host name Reena Gleason) Upon arrival we noticed the house had a strong smell from Glade plug ins and the floors were very worn with dried up water damage in many spots. We took note of it and continued checking in. When putting our belongings in the bedroom we noticed more wear and cleanliness issues on the carpet and bed in one of the 2 bedrooms. We took a picture but it was not a priority in the moment do the emergency that arose. Shortly after checking in my wife and I received a call for a family emergency and had to pack what we needed and leave the property to tend to the emergency. We had planned on returning to the property when we could to finish our vacation. The host messaged us asking why we left the property and we told her our circumstances. She was annoyed and kept messaging us saying she needs to go keep an eye on her property which by the way was monitored by Ring cameras 24/7. We told her we would be back but did not know what day or what time yet. This was not good enough of an answer for her so the messages kept coming. I returned 3 days later to the property while waiting to see when my wife would be able to return as well. Upon arriving I was tired and decided to turn down the bed and get some sleep after driving 4 hours. This is when I discovered how bad the mattress and carpets really smelled in the bedroom. ( I took pictures and sent them to Airbnb who denied to refund any money because of how far past check in it was but after 3 days decided to give a 50% of a one night stay at my next Airbnb visit, which I find very inadequate and truly a slap in the face.) In the meantime my wife received a message from the host saying she would rather us not stay and would give a refund which she decided not to follow through with because we went back to retrieve the rest of our belongings that day. I packed our belongings to leave and noticed a car had blocked me into the driveway. The person never got out and had many other parking spot to park in without blocking the driveway. This was definitely an intimidation tactic to get us to leave. After all of this and over 5 days arguing with Airbnb they decided not to give any refunded denied sending a representative to the house while we were still renting it to see the condition. My Wife and I are out approximately $3500. We spent zero nights at a home we rented for 10 nights and got harassed the entire time we were there. Our vacation that was supposed to have been spent with our adult children visiting and attending a family wedding on our last night was ruined by this host and we were unable to attend the wedding. I will be contacting the attorney General on Monday as we have photos and messages to back up our entire experience. It’s amazing that Airbnb would deny reimbursement after the owner stated she would in writing on the Airbnb sight to us. I would like to mention Airbnb has not allowed us to post a review of our experience like they have in the past as they typically do.
I wish I couldn’t have given them a single star. The customer service of this company is a piece of S**t. I paid 1100 euros for a booking and my host is not responding me for 24 hours and I have not been provided with the WiFi and it has not been linked to the application. 35 degrees temperature and no fan and when asked the host, no answers again. Raised a concern with Airbnb and no solution in 8 hours. Shame!!!
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Vincent Perrelli · 15 reviews · Experienced 2026-07-31 ·
★★★★★
Don't ever rent 89 Heritage Lane, Chatham, MA 02633
The pictures on AIR B & B are decieving The house had many issues from plumbing to cabinet doors falling off hinges, kitchen table legs so loose the table just swayed from side to side and one just fell off, Both. bedroom door knobs did not work and trapped my daughter and 2 and 4 year old in the bedroom and i had to break door open to get them out. Pans and cookware were all grease and scratched and should have been thrown out. Deck and Gas Grill were just disgusting and grease ridden. hardwood floor with nails coming through and water coming up through the basement floor and a leak in the basement ceiling. The basement bedroom was just infested with spiders. Shower faucet just soon around and to fill tub you had to switch to hand held and leave in tub to fill up, the handle was so hard to turn making this switch I had to stand on edge of tub and twist is will all my stretch to turn it.
These are so of the highlights to point out Air B and B just took the side of owner and dismissed me like i was nothing
I WILL NEVER use Air B and B again
D
David Maher · 10 reviews · Experienced 2026-07-30 ·
★★★★★
11 years as a host and thrown under a bus for one bad guest with an agenda
10 years as a host, penalized without evidence. A guest cancelled and complained the property wasn’t “cleared” — in reality, a few basics were left (standard practice) and a closed storage cupboard the guest opened themselves. Airbnb couldn’t produce the policy clause supposedly violated, cited guidelines that don’t exist, and let the guest’s review stand with zero fact-checking. Told in writing there’d be no account impact, then told the account was “restored” — contradicting that. Also asked Airbnb to consider whether being a same-sex couple was a factor in the guest’s behaviour; no response. A decade of hosting counted for nothing. Unlisting after our final booking.
We were locked out of the Airbnb (acces code no longer working) with all our belongings in the apartment. At 1am we gave up and booked a hotel instead in the hope we would get our stuff back from the Airbnb in the morning. the host was not responding and Airbnb were unable to help. Never again. Just not worth it.
Airbnb and fair treatment of customers - forget it
I was very pleased to find a nice apartment in Ghent for me and my son. I had a text discussion with owner and told her I was going to be 81 while there.
When I arrived I found that to get to my flat I had to climb up what resembled 2 ladders with poor handrails to get to it. It was almost impossible for someone of my age so this meant I could only go out once a day since negotiation of these ‘ladders’ was almost impossible. It was far too late for alternative accommodation. I did complain when I returned but the lady renting it just kept repeating that she was sorry but her apartment was fine and offered me a £30 return on a £600 charge. Airbnb refused to even ‘communicate’ with me although it was them that had taken my money.
They need to take lessons in Customer Care. This should never be rented out unless the customers clearly understand the situation.
There needs to be more protection for customers who have to cancel due to natural disasters. The location I was visiting is affected by multiple wildfires, including a huge fire right next door, and I couldn't even get a refund. Like really? This is so unacceptable.
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George Brodrick · 1 review · Experienced 2026-08-08 ·
★★★★★
The whole experience with Airbnb has…
The whole experience with Airbnb has been Hell! I will never list my homes again with this pitiful company. The most pitiful customer service on earth. Too many bad experiences with this defunct, dysfunctional company. The company does not pay taxes correctly for one. Two, they are totally unhelpful in every possible way.
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top parts · 3 reviews · Experienced 2026-08-07 ·
★★★★★
A very bad customer service dirty apartment
A very bad customer service, not helpful, appartement dirty noisy and no way to park your car , the dinscription is totally different from the reality, they let me in the street with my wife and kids at 9pm no one to contact, and they forced me to book one very expensive, never again, avoid airbnb
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Mrs. Vaziri · 17 reviews · Experienced 2026-08-01 ·
★★★★★
Very disappointing customer service – Airbnb takes the host’s side
We had a very disappointing experience with Airbnb, both with the property and, more importantly, with how our complaint was handled afterwards.
During our stay, we experienced serious access and safety concerns, including being locked out of the property for over four hours because the only entrance relied on an electric access system. One of the guests in our group was pregnant, which made the lack of safe alternative access even more concerning. We also had an incorrect check in code and lost around five hours of our final holiday day accommodating an air conditioning repair.
What is most disappointing is that Airbnb acknowledged the inconvenience and confirmed that the safety concerns had been considered. They also told us that action had been taken against the host. Despite this, Airbnb offered only $300 (around £222) as a goodwill payment for a booking that cost us over £3,000.
Our concerns were repeatedly dismissed, and we felt that our case was not properly considered before our compensation request was rejected.
The way we were treated by Airbnb was extremely disappointing and unprofessional. After this experience, we will not be using Airbnb again and would not recommend them.
