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.
Colonial beach home hosted by Elton. The home was beautiful. My family enjoyed the kayaking, and fishing. It was relaxing and fun for all. Even our dog was comfortable. He enjoyed walks and going on the dock.Elton was easy to reach and communicated when we had questions. The home was well stocked with everything we needed.The best place we had the pleasure to stay at. Thank you again Elton.
I have never experienced customer service as poor as Airbnb’s. Despite providing extensive evidence and spending weeks explaining what happened, I felt ignored throughout the entire process. We paid €3,000 for a 6-day stay that was plagued by multiple issues, and after the stay I ended up covered in bed bug bites. Instead of receiving meaningful support, I was repeatedly asked for evidence that was impossible to provide. This has been, without question, the worst customer service experience I have ever had.
the worst, but by far the wirst service ever. Cancel of apartment takes 28hrs on average, refunds up to 15 days „depending on you bank“ even when paid by applepay. Back and forth with supporters in berlin. i left a muddy apartment which have had water dropping from the ceiling for 4 days - 5 x technicians in the room, had to leave the apt. therefor 5 times cause im working remotely. Changed apartment, left the apt even 1 day before (refund? forget it). Areived in the new apartment, 31 floor, city-dubai marsa marina - 20 minutes in the apt, during a gmeet call i noticed that the AC wasnt working - checked the termometer = 34° inside the apt.; closed the meeting, called technicians. They came 40 mins later - came inside, screwed at the AC (they had 0 idea what they did), opened every damn corner within the new apartment to check where the enginge of the AC is. Suddenly a explosion and the full apt full of dark grey smoke and two technicians looking at each other. Before they left one of them took a shit in the second bath withiut even cleaning. 2 hrs later the management informed me that i get a full refund, but airbnb was sleepy and reacted 50 mins before i had to leave the new apt.. So, one refund of 1170€ blocked by airbnb already. So, i booked another apartment informing the airbnb support about it cause i havent had enoigh money left so somebody lend me money for a small, cheap apartment - proceeded with the payment: „there was a issue with the merchant (airbnb), 1 minute later it deducted the amount of 925€. Owner of the 3rd apartment havent received the money, i need to leave the second apt in 15mins with 5 baggages and 2 boxes, support advises me „they are working on it“ (since 2 days already a big chaos, supporter changed 4 times…. And no more money left to book apt nr 4. sitting in dubai at 46°, with a child, 2 boxes and 5 bagages at the lobby of the burned apartment. No-one cares and they expect you to kiss their hands if they do a refund, customer service is garbage. This leads to a international lawsuit under US law - Airbnb needs to be cancelled and controlled by several insitutions. This, ladies and gentlemens is the wirst damn service provider on planet earth. I stop booking, boycott their service and scraped all the owners on their application (not even secured app) and will invite everyone to create a better, much more reliable apt provider than this garbage. 0 service check. the new apt was dirty with hairs all over the floor; even after the technicians left the apartment they left all the white pieces from ceiling and wall + AC dust nicely on the floor. My Gf had to clean the shit by herself because cleaning costs 20$ extra. haha honestly, if you book by airbnb you are most obviously a surfer, budget traveler or just a damn lazy loser. Ahain, Airbnb does NOT care. Not about taxi costs for all the movings, cleaning costs, NOTHING. But they ask you to stay calm😂 Lawsuit filed. This was by fsr the wirst scenario we couldnt even imagine in our damn dreams. Thank you airbnb for wasting time,money and losing opportunities and appointments due to this situation(S).
I am extremely disappointed with this company. Their onboarding and verification processes are a complete mess, and it seems they do not properly vet who they allow on their platform. The customer service is absolutely terrible. The phone support is incredibly difficult to understand, making communication almost impossible. When you try to use the chat support, you are met with robotic, unhelpful responses that feel like talking to useless bots. It feels like they hire the least qualified people possible. Specifically, my experience with one of their agents, Theeri, was incredibly frustrating and unprofessional. This platform is completely useless for serious business owners. Avoid at all costs.
I am a superhost with airbnb. The company has just announced new "fee simplification", meaning they will no longer be transparent about airbnb booking fees. Instead, their booking fees will be added to the price we quote for our lodgings. This makes our hosting prices less competitive with competition from motels, and makes it appear that we hosts have raised our prices significantly. Guests are used to paying airbnb booking fees, but are not expecting them to see them included in our home prices. Airbnb does not notify guests of this change.
Listing Permanently Removed Despite Providing All Requested Evidence I am extremely disappointed with Airbnb’s appeal process. My listing was permanently removed even though I submitted every document and piece of evidence requested by Airbnb, including timestamped photos and videos, invoices, maintenance records, communication logs, Airbnb Support decisions, and other supporting documentation. Despite fully complying with their requests, my appeal was rejected without a clear explanation of which documents were considered insufficient. Several of the negative reviews were directly related to cases where I had to request reimbursement for guest-caused damage or house rule violations, and Airbnb itself approved those reimbursement claims. However, these cases still appeared to weigh against my listing. I expected a fair and evidence-based review process where both the host’s and the guest’s evidence would be evaluated equally. Instead, I felt that the extensive evidence I submitted was not given proper consideration. I sincerely hope Airbnb improves its appeal process by providing clearer explanations and ensuring that hosts who fully cooperate and submit all requested documentation receive a genuinely thorough and impartial review.
I have been an Airbnb host and have operated my listings responsibly for more than 11 years. Airbnb Support treated me like a business, not a human being and they told me " they will not alocate more resources on me". I explained to Airbnb suport we did not have where to stay, this is our only residence, and this put a huge emotional and mental stress on me and my family. They did not care at all. Due to significant and unforeseen family life circumstances, I was required to relocate internationally, from Europe to US, and could no longer manage my Airbnb property. As a result, I had to cancel several upcoming reservations. Airbnb told me by phone they will charged me approximately $4,000 in cancellation penalties (about $1,000 per reservation). I contacted Airbnb Customer Support multiple times, explained my circumstances in detail, and requested an individual review based on my long history as a responsible host. Every request was denied with the explanation that "it is our policy," without any meaningful consideration of my situation or my long-standing relationship with the company. My complaint is not simply about the money, but about being ignored, lacking humanity and understanding. I believe Airbnb's practice of automatically imposing substantial financial penalties without allowing reasonable discretion for extraordinary circumstances affecting long-term hosts may be unfair and inconsistent with fair business practices.
i reserved an apartment 18 days ago and airbnb cancelled my booking just 3 days before i will arrive. all accomadations are reserved and now i can not find anywhere with same price. help desk (Kristel) did not give me any appropriate option. plus she is behaving like lawyer of the "host".
A real pain in a ass for host Extremly hard to set, to use. Super confusing and complex.
They keep changing the format and layout of the site. It is no longer user friendly. It has to many add ons like experiences and services ect. When you go to the booked trip section you get a world map with a pin for the approximate location on it. Just give me a list of my booking I know what country they are in, i generally have multiple bookings but now it's really hard to see them. Probably time to use another site.
NEVER BOOK THROUGH AIRBNB!!!YOU HAVE ZERO CONSUMER RIGHTS. Airbnb is happy to take your money, but the second their technology fails, they will completely abandon you. I booked a cottage only to find out that because of a third-party software integration between the Host (Sykes Cottages) and Airbnb, standard platform features like "date amendments" were physically and technically blocked. Although the listing was marked "non-refundable," nowhere did it state it was "non-amendable" due to technical failures. The host admitted they couldn't change the dates because the systems "do not align." Airbnb support then officially told me it was "technically impossible" to help, refused to take responsibility for selling a faulty service, and told me their "corporate decision is final." Under the UK Consumer Rights Act, a service must be fit for purpose and sold without misleading omissions. Airbnb actively violated my rights, hid massive technical restrictions at the point of sale, and refused to step in. I have had to escalate this to a formal dispute with American Express. Save yourself the legal headache. Book directly with properties or use a platform that actually complies with consumer laws. Airbnb has absolutely no protection for guests when their own system breaks.
Our experience with Airbnb’s customer support was extremely disappointing. We booked a beachfront apartment in Barcelona because we had planned activities in that area and specifically chose to pay for that location. On the day our reservation started, we were informed that the apartment was uninhabitable due to maintenance issues, and we were required to spend the first night in another property approximately 20 minutes away. The following day, we entered the original apartment and found the bed full of silverfish. They were on the floor, inside the bed frame, and even on the bed sheets. The apartment was on the ground floor, with an almost 2 cm gap under the front door that allowed insects to enter after dark. Despite this, Airbnb’s response was that “silverfish isn’t a bug,” and no compensation was offered. What was most disappointing was Airbnb’s approach to resolving the situation. It appears that, even when the booked accommodation is uninhabitable, as Airbnb itself acknowledged on the first night by relocating us, guests are not entitled to compensation for losing the accommodation they specifically paid for. Instead, the expectation seems to be that any alternative location is acceptable, regardless of the inconvenience, additional transportation costs, or the fact that the original location was the main reason for booking. When the pest issue became apparent, the host offered to send someone to clean or move us to another apartment. Neither option addressed the actual problem. Cleaning would not eliminate an ongoing pest issue, and moving again would have meant giving up the beachfront location we had deliberately paid for and spending our holiday paying for expensive taxi rides. Ultimately, Airbnb Support did not provide a fair solution. We had no choice but to pay for another hotel ourselves, and we did not receive any refund or compensation. This experience left us feeling that Airbnb did not stand behind its guests when the accommodation they booked was either unavailable or not in an acceptable condition.
I have made a booking vua AIRbnb. The host has not replied to four calls which require and urgent reply. Because of this, I have asked to cancel. AIRbnb now say they cannot contact the host to agree the cancellation and so they will not repay me. I need the money to re-book. AIRbnb strees how simple it is to cancel but now they will not do so.
I have been trying to receive a payout from Airbnb for over a month after cancelling my reservation. Multiple payout attempts to my bank accounts failed, even though my banks confirmed they did not receive the transfers. I repeatedly removed and re-added my payout methods at Airbnb's request, waited for verification, and followed every instruction provided by support. A support representative, Kabir, has been polite and responsive, and I appreciate his efforts. However, the issue has remained unresolved for an extended period of about two months now, with several promised payout dates passing without the funds reaching my account. My case is still open, and Airbnb has now reprocessed the payout to a newly verified bank account. I hope this finally resolves the issue, but the delay has been frustrating and has caused significant inconvenience. I will update this review once the matter is fully resolved.
I paid for insurance, flew 4222 miles overnight, and had my host cancel 6 hours before check in. I had to make and pay for another reservation the very same day. While Airbnb did refund most of my reservation a day later, they reimbursed me for my insurance and provided a 25.00 gift certificate for a future reservation! What a joke! I had to make and pay for a second reservation, carry my luggage all day all the way to one side of Madrid to the other part of Madrid. Obviously, Airbnb does not care for its customers to reimburse me 29.95 for my mental and physical stress!
Booked a taxi via my latest airbnb listing to take my family from our property in Zagreb back to the airport. The taxi never turned up. Contacted airbnb who refused to take any responsibility but fobbed me off to a third party company to claim a refund. The worst part is that airbnb had clearly passed my personal and financial details to a company that I have never heard of without my consent. When challenged on this they completely evaded the issue. They are clearly a disreputable bunch who offer no data protection to customers and take no responsibility when things go wrong. Haven't had a problem with a property booking before but certainly won't be booking any additional services with airbnb again.
NEVER WASTE YOUR MONEY WITH THIS COMPANY. They don’t care about the renter. Only the money. You will regret it
I rented an apartment in Paris in the 16 arrondisement. One evening , I found mice outside the apartment. I informed my host as well as Airbnb and did not sleep the whole night as one window was malfunctioning and the mouse could enter. The next day the agency MyKeypers sent a rat professional who said he could lay traps and leave poison but could not stop the mice from entering. Meanwhile one mouse remained trapped at the window. After much pleading one of MyKeypers agents came to set the mouse free and block the window. They finally repaired it after a couple of days. At the time Airbnb assured me that if the mouse problem continued they would refund the remaining amount and provide alternate accommodation. I was out travelling. When I came back I found a mouse in the apartment . I said I could not stay there another night and to please refund the remaining amount and find me an alternative accommodation. Airbnb wrote to me that it depended on the host and their agents had given me wrong assurances. I was shocked at how they had gone back on their assurances. Arnaud at MyKeypers refused to refund me for the remaining two weeks . Airbnb and MyKeypers keep giving me the runaround saying it depends on the other person. I had to spend the night at my friend’ sofa as Airbnb is going on dragging its feet . It is doing nothing to resolve the situation. I am in a foreign country with limited time and resources and at the mercy of Airbnb that is delaying the resolution of the problem.
Air B and B was good when it was small. Now the customer service sucks.All kinds of payout problems. Greed has definitely set in on this company. Too bad. soo sad.
Airbnb allowed an illegal and non habitable apartment to be listed on their site. This put our families life at risk when there was a CO gas leak and the fire service were called out. Zoning inspector then informed that we should leave as we were at risk as there were inadequate escape routes as well as it being an unsafe property. Airbnb will do nothing to take responsibility or reimburse for a ruined holiday and extra expenses incurred from having to move to a city hotel. Stay at your own risk people.
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