Airbnb

Please beware air b and b and home in Langley park Bee and bath hot tub DO NOT BOOK

Please beware - * Bee & Bath Hot Tub Hideaway Durham, Relax in your peaceful botanical hideaway with a private hot tub, roll-top bath, steam spa shower & countryside views. ⭐ 1/5 — Airbnb told me they were “99.9% sure” I would be refunded — now they are refusing I am absolutely appalled by the way Airbnb has handled this complaint and, after this experience, I have completely lost confidence in the company. We arrived at our booked accommodation and found that the reality was significantly different from how we believed the property had been presented in the listing. The condition and cleanliness were completely unacceptable to us and we did not feel comfortable staying there. We left within approximately 10 minutes. I contacted Airbnb immediately, explained the situation and provided photographic evidence showing what we actually found on arrival compared with the listing. Throughout this process I repeatedly contacted Airbnb for help. During those conversations, I was actually told that they were “99.9% sure” that I would receive a refund. I therefore continued dealing with the complaint in good faith, believing Airbnb was reviewing the evidence and that the matter would be resolved appropriately. I have now been told that Airbnb WILL NOT provide a refund. I find this astonishing. We did not stay at the property. We did not decide the following morning that we didn’t like it. We arrived, saw the condition, documented it, reported it immediately and left within minutes. I have done everything I reasonably could have been expected to do as a customer. To then be told by Airbnb that they were “99.9% sure” I would be refunded, only to subsequently refuse the refund and leave me approximately £600 out of pocket, is completely unacceptable. What exactly is the purpose of booking through a platform such as Airbnb if a customer can arrive at accommodation they believe is materially different from the listing, immediately provide photographic evidence, leave without staying and still receive no meaningful protection? The customer service throughout this process has also been incredibly frustrating. I have repeatedly had to chase Airbnb, been told the matter was being looked into and received reassurance that led me to believe it would be resolved. The eventual outcome? No refund. I would strongly advise anyone considering using Airbnb to be extremely cautious. Take screenshots of the entire listing before travelling, photograph and video the property immediately when you arrive, and keep screenshots or records of every conversation you have with Airbnb. I certainly wish I had known how difficult it could be to obtain support when something goes wrong. Approximately £600 lost, despite reporting the problem immediately, leaving within minutes, providing evidence and being told by Airbnb that they were “99.9% sure” I would receive a refund. I will not be using Airbnb again.

Host canceled at the last minute, and Airbnb offered no solution

Airbnb allowed a host to cancel my confirmed reservation immediately before check-in because the property was not ready and the host had not finalized the pricing. Airbnb had already charged me $647.63, and the refund will take 3–5 days, leaving me without access to the money needed for replacement lodging. I asked Airbnb to arrange comparable accommodation without requiring another upfront payment. Instead, Support suggested payment plans and told me to contact my bank. Neither addressed the immediate problem Airbnb and the host had created. My interactions with representatives Nimisha and Kajol were unhelpful, and I found Kajol’s manner especially condescending and dismissive. Airbnb returned no immediate solution, offered no compensation, and left me to handle a last-minute accommodation crisis on my own.

This is how AirBnB literally scams you (See documentation)

As a Superhost, I had a difficult guest who behaved aggressively toward my staff and repeatedly demanded compensation for undocumented matters. I asked Airbnb to terminate the reservation, with documentation of his behaviour. Instead, Airbnb support made me the following proposal in writing: "If you agree to allow the guest to continue their stay you do not need to worry about any negative reviews they might potentially leave because we can assist you with removing that bad review to ensure your hosting status remains 100% fully protected." (Pasted directly from Support-chat, as screenshots can't be attached here. Please see my Google review for photo documentation). I accepted their offer, and let the reservation run it's full course. The guest then left a negative review, as expected. Airbnb then refused to remove it, twice. A senior case manager finally admitted in writing that the information given by their colleague was incorrect, apologized, and offered no remedy whatsoever. So the summary is: Airbnb obtained my cooperation with a written promise, then declined to honor it afterwards and called it a mistake. Case reference A118940781. Hosts should know that AirBnB will literally lie to you in writing, to serve their own interests.

Extremely disappointing verification…

I am very dissatisfied with my experience using Airbnb. I was trying to complete a simple, time-sensitive booking, but I could not receive the SMS verification code. I tried multiple genuine phone numbers, different mobile providers, Brunei and Malaysian numbers, different Airbnb accounts, the mobile app, and the website. None of them worked. I contacted Airbnb Support multiple times and was passed between several agents and case managers. I repeatedly had to explain the same problem and go through similar troubleshooting steps, but I still did not receive an actual solution. Eventually, a bug report was submitted and I was told the investigation could take several days. By that point, the accommodation I was trying to book was at risk of being taken by another guest. What should have been a simple phone verification became unnecessarily stressful, time-consuming, and complicated. I understand that technical problems can happen, but a company as large as Airbnb should have a more effective fallback process when SMS verification fails. I am sharing this experience because I genuinely hope Airbnb improves its verification and customer support process so other customers do not have to go through the same frustration.

They take unauthorised payments

I made a reservation with no upcoming charges showing, as I had scheduled the full payment to be taken from my account at a later date. After making a change to my booking dates, Airbnb automatically took £300 from my account without my authorisation or any prior communication. I received no warning, notification, or request for approval before the payment was processed. When I contacted Airbnb to question this, I was initially told that the host had processed the payment. However, the host has confirmed that this is not possible, as hosts cannot process guest payments directly. They only receive payment from Airbnb after the guest has completed their stay. I then contacted Airbnb again, where a manager named Maria apologised for the inconvenience, acknowledged that a mistake had been made, and reassured me that the payment had been cancelled. Despite this assurance, Airbnb still took the £300 and is now refusing to issue a refund. I believe this is unacceptable. Taking money without authorisation, providing misleading information about how the payment was processed, and then refusing to refund it despite admitting an error raises serious concerns about Airbnb's business practices. I believe these actions may breach UK consumer protection law, including the Consumer Rights Act 2015 and other consumer protection regulations relating to unfair commercial practices and unauthorised payments. Given the number of similar complaints from other customers, I find it shocking that this continues to happen. I am seeking a full refund of the £300 and an explanation of how this payment was taken without my authorisation.

Awful customer service for hosts

Awful customer service for hosts, they don't care about your safety in your own home world rather charge you a cancellation fee. I had a huge problem with immigrants claiming to be English trying to get in my home. Airbnb do not understand the problems we face

The worst customer support

The worst customer support I have ever seen. Instead of solving my issue they sent me this message (If you don't want the coupon I will take it back. We have already done the best in this case, so there is nothing we can offer at this moment) When I asked for her name again, he sent me this message (My name is Hari and as per the agreement we issued a coupon. Since you changed the word so we will take it back) It seems that Airbnb is outsourcing its customer support to a very poor and unprofessional company with extremely rude and impolite agents. This is ridiculous and completely unacceptable behavior

Airbnb worst platform for booking…

Airbnb worst platform for booking travel accommodation ever. Airbnb canceled our reservation 2 days prior of our departure with 3 babies and a pregnant woman without giving any explanation about the cancellation. Rude people at the customer support offered us another accommodation at another country or at island that needed 10hours trip by boat to reach it. We had friends and family waiting us at the place of our initial booking. They destroyed our family vacation and they didn’t want to compensate us by covering the extra cost so we could stay at our initial location of our reservation. 2 days at the phone calls no refund holding our initial amount illegally since they are obliged to return it immediately. I wouldn’t suggest the platform to anyone to use it since there is no proper customer support to give you solution at your problem and putting u at risk. Already my friends and family deleted their profile and we use better applications for our bookings. Companies like that they don’t have a place to a society that we are leaving. They harm and stress people . Vacations are for relaxation not for stress. Especially with 3 babies and pregnant woman. If I could put minus at my review it would be what they deserve .

I wish this is company goes out of…

I wish this is company goes out of business the worse customer service on earth . The system works until you ask them for money . I’m host and they wish going out to business very soon.

Airbnb needs to grow because it has the…

Airbnb needs to grow because it has the potential to eliminate parasitic real estate agents, who are nothing but a problem for both clients and property owners! It also needs to get into the office rental market!

Their customer service sucks

Their customer service sucks. I wish there was an alternative (a competitor) to this shitty company.

Terrible customer service

Terrible customer service Delated my account waste of time and money I would never use it again

Fine for what it is

Omg!!

Omg!!! The problems I have had with this company this past month- - Airbnb hosts Heather and James, home was dirty, bugs on the ground, couldn’t take a picture because I was too busy picking them off my baby because he was crawling on their “supposedly clean” floor. - the air filter (got a picture) was filthy, my baby was continuously sneezing and breathed all of that dirt and dust in. - the TV wouldn’t work, had to have a maintenance guy come and tell me it’s broken. - sheets had stains on them. - after telling the hosts they promised a refund, after 14 days, and of course it was out of the window where I could I leave a review. They scammed me out of money. - Airbnb customer service yelled at me, after asking for a manager, very professional. Save your money; stay at a hotel.

Unsafe listing with active black mold — Airbnb Support refused full refund

We booked accommodation through Airbnb (Reservation HMBYYCBKNF), but upon arrival, we were shocked by the condition of the property. The bathroom had active black mold and severe moisture damage, posing a direct health hazard that caused us physical discomfort. Additionally, basic amenities were lacking (no working Wi-Fi on day 1 with extremely slow host responses), forcing us to stay outside as much as possible and pay out of pocket for a hotel to have a safe, clean environment to sleep. Despite submitting clear photo evidence of the mold, receipts of our alternative hotel stay, and screenshots of improper host behavior, Airbnb Support and their Senior Case Manager refused to issue a full refund (€157 remaining). They closed the case, claiming a partial goodwill gesture was sufficient for an uninhabitable property. Airbnb's AirCover failed to protect us against severe health and safety issues. We have had to escalate this via a bank chargeback and official consumer protection authorities.

No refund with fires and smoke nearby plus air quality Very Unhealthy

After 13 years of using Airbnb, this is the first time I’ve ever had a truly disappointing experience. I’m currently traveling in Washington State, where widespread wildfires have blanketed much of the state in smoke. Last night, the Air Quality Index (AQI) reached 192, according to sources including AirNow.gov—classified as “Very Unhealthy.” That’s approximately 22.9 times higher than the World Health Organization’s recommended PM2.5 guideline. For the past two days, I’ve been trying to work with Airbnb to find a solution. I was surprised to learn that unless there is an active fire in the exact city where you’re staying, they won’t reimburse or assist, even when the air quality is hazardous enough that public health agencies recommend limiting outdoor exposure. This is not just “air pollution.” Wildfire smoke contains extremely fine particles (PM2.5) and can also carry toxic substances released as homes, buildings, vehicles, and other materials burn. Depending on what is burning, the smoke may contain chemicals, heavy metals, asbestos from older structures, and other hazardous compounds. These microscopic particles can travel deep into the lungs and even enter the bloodstream. Exposure can cause immediate health effects such as eye irritation, coughing, shortness of breath, and can worsen heart and lung conditions. Repeated or prolonged exposure to wildfire smoke has also been associated with an increased risk of serious long-term health problems, including cardiovascular disease and some cancers. Policies should also take into account environmental conditions that make a destination unsafe—not just the location of the fire itself. Smoke doesn’t stop at city limits. I hope Airbnb reviews its policy for situations like this. Travelers shouldn’t have to choose between losing their money and protecting their health.

POOR MANAGEMENT OF NEW CUSTOMERS

Airbnb took £233 commission for a booking I made, yet did not allow me to correct a simple spelling mistake in a review I made on their website stating once the review is sent, that they can’t change it? Also they failed to change my payment card method before the booking even started! I’ve found their service completely inadequate other than acting as a middle agent for accommodation bookings and profiteering from this. I will Not use Airbnb again due to their poor service and forced AI correspondence that has no solution in the end.

We finally saved enough for a 12 day…

We finally saved enough for a 12 day Spain/France trip, primarily using Airbnb for lodging. Spain trip was great. France trip was horrific and the response, support or lack thereof from Airbnb customer service was horrible. We've used Airbnb several times prior with larger, multi-family trips in the US but we may never use them again based only on how poorly they supported us during and after our trip. Too many details to cover but I have objective receipts of the issues. Airbnb said they were done with any further discussion so I'm left with either spending more time trying to reach an EA at their executive offices or just making a public note of a poor experience with their customer service/support. Bottom line, for us, Airbnb basically followed only their published policies which were not helpful in our situation. As a former biz exec., this was a case were someone, somewhere, within their customer service structure needed to have the ability to work outside of the "box" to help a customer and potentially retain them as a customer for future business.

Don’t use this company!!!

Don’t use this company under any circumstance. Don’t ever leave your credit card information saved! Un-authorized reservations may appear in your account and they will not help. They will pretend to investigate only to say there is nothing they can do for you. They are at complete liberty of saying that it looks fine on their end leaving you to just pay them for nothing. Never again!

Avoid at all costs

We arw taking airbnb through th Scottiah courts, in our experience a comonay that as a property owner cannot be trusted. Avoid at all costs