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.
I have never experienced customer support this poor from a company of Airbnb’s size.
A guest caused a serious water damage to my parents house and for over a week I have been trying to report the claim. Despite contacting Airbnb support multiple times, I have received no meaningful help.
The Airbnb app has technical issues that prevent me from submitting the claim. I reported these issues immediately and even provided screenshots as evidence. Instead of helping me, different support agents kept sending me the same incorrect links over and over again.
The most frustrating part is that Airbnb repeatedly directed me to a form for damaged items, even though I clearly explained that this is not a damaged item claim. This is a serious water damage to our property that requires repairs through our home insurance. I even asked why I was being sent to the wrong form, but that question was repeatedly ignored.
After spending days collecting all the necessary documentation, I followed Airbnb’s instructions once again, only to discover that the form requires a purchase receipt for the “damaged item” and asks how old the item is. There is no damaged item. The damage is to the structure of our home. The process Airbnb provided is simply not designed for this type of claim.
What should have been an urgent case has instead become an endless cycle of copy-and-paste responses, incorrect instructions, and no real assistance. When you are dealing with a serious property damage, this is the last thing you expect from a company like Airbnb.
If you are a host, be aware that if something serious happens to your property, you may struggle to get the support you need. My experience has been extremely disappointing, and I sincerely hope Airbnb improves both its claims process and the quality of its customer service.
J
Jon · 1 review · Experienced 2026-07-19 ·
★★★★★
Serious Safety Violations
During my recent stay with an AirBnB, the host gave another guest a master key for the entire property, to include my separate cabin. This guest then came into my cabin at 645am , while I was sleeping. They did not leave until I woke up and yelled at them to leave.
I left after that and the guest retained the key to my place. Who knows how many more times they went in. AirBnb gave me a refund for the final night I was supposed to be there but absolutely nothing for the night ruined after this guy came in and did not leave until I woke up to find a complete stranger in my cabin. This is to say nothing of the complete breach of safety, privacy and security. I tried several times to explain this to their customer service, but just got ignored when I asked for an explanation of their policies that allowed such a thing to occur.
Even when I tried to contact them to get this resolved, I got absolutely nothing back. Do not use this service.
C
Chad England · 1 review · Experienced 2026-08-03 ·
★★★★★
I received a gift card for my birthday…
I received a gift card for my birthday and I really wish it was able to be returned. I spent 2 hours on the phone trying to figure out what even the balance was on the card with no success from customer service or the terrible website that you have to where you have to put your credit card info into just to supposedly see your balance. WHO operates like this, If i cant even know what my balance is when I call customer service, I surely don't want to use the service because god knows if there is a problem, it surely isn't getting fixed if you cant even figure out or tell me how much is on my gift card. TERRIBLE SERVICE, and may want to get some people that can actually speak English, and how about a contact number on the back of the gift card to check the balance like any other gift card provider ?? Shady !
M
Mike Farshid · 7 reviews · Experienced 2026-06-22 ·
★★★★★
I wish I could give them zero stars
I wish I could give them zero stars. It’s very tricky to book an apartment, and if you choose the wrong place, you’re on your own. They never helped me get a new apartment or offered any compensation.
s
syko · 37 reviews · Experienced 2026-08-02 ·
★★★★★
Absolutely rubbish
Absolutely rubbish, had my holiday cancelled at 11 days notice. Can’t get in contact to complain, absolute shisters.
K
Khan · 20 reviews · Experienced 2026-08-03 ·
★★★★★
Vicitim of harassement and money Extortion
Vicitim of harassement and money extortion by host , instead airbnb keep filing against me and asking me to pay for damages that I never caused. I wish I can post screenshots here. I will try to use other platfomr next time. I spent alot of money in 15 days vacations and I got a bad experience.
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Анна Егорова · 1 review · Experienced 2026-07-19 ·
★★★★★
Airbnb has still not refunded my booking payment after more than two weeks.
I'm experiencing an issue with the refund for a booking that was cancelled by the property owner.
Initially, the refund was credited to my bonus account, even though the original payment was made with a debit card, not bonus points. After I contacted support and requested that the refund be returned to my card instead, the bonus balance was removed, but the money has still not been refunded to my card, even though more than two weeks have passed.
Unfortunately, customer support does not seem interested in resolving the issue. They simply close my tickets with the status "Please wait for the refund," forcing me to create a new support request each time.
Additionally, the estimated refund date shown in the booking keeps being pushed back day after day. I have screenshots documenting these changes as evidence.
J
Jan fischer John · 3 reviews · Experienced 2026-08-05 ·
★★★★★
Airbnb support is a mess, contradictory info, no accountability, and you can’t even tell if you’re talking to a real person
I’m currently disputing a factually false review on my profile, with solid evidence to back it up. But the real issue here is Airbnb’s support itself.
Every representative I’ve spoken to has told me something different. One rep confidently gave me information that turned out to be flat-out wrong. Another directly contradicted what a previous rep had promised me just days earlier. Support doesn’t seem to have consistent information about their own internal processes, and getting a straight or accurate answer feels like a coin flip.
On top of that, Airbnb isn’t following basic EU transparency requirements. I had to formally invoke my GDPR rights just to ask whether an actual human reviewed my case or if it was automated, and even then, I got no real answer.
Honestly, at this point I can’t even be sure I’m talking to a real person or a bot with a name attached. If you ever need to dispute something serious with Airbnb, document everything, because their support cannot be relied on to give you accurate or consistent information.
F
Frank Odenthal · 1 review · Experienced 2026-08-02 ·
★★★★★
Big dissapointmet AirBB support
I have always found Airbnb to be a great platform for finding unique and affordable accommodation. Until now, I had never experienced any major issues, either as a host or as a guest.
Unfortunately, my current experience has completely changed my opinion of Airbnb's customer support.
The accommodation I am staying in is nothing like what was discussed and agreed with the host before I booked. Because of that, I contacted Airbnb for assistance.
On Sunday morning, Airbnb wrote the following in my support chat:
> "We will be reaching out to your host about this matter. We will negotiate a refund for the unused nights for you. Please bear with me within 24 hours. Thank you!"
That was on Sunday.
Since then, there has been complete silence. I have posted several follow-up messages in the support thread, asking for updates and providing additional information about the problems I'm experiencing. None of my messages have received a response.
Today I called Airbnb support. The representative told me my case would be escalated, but could not tell me what that actually means, who will handle it, or when I can expect an update.
The lack of communication is, frankly, more frustrating than the original issue with the accommodation. When customers are promised a response within 24 hours, they should not be left waiting for days without any communication.
This has been a very disappointing experience.
If anyone from Airbnb's customer support happens to read this and is willing to help, my reservation number is **HMCXWZXXAK**.
R
Ron Baker · 2 reviews · Experienced 2026-07-05 ·
★★★★★
Terrible customer service after issues with a villa rental…
Rented a villa in spain for 3 weeks this july. Had issues with AC not working. After 2 weeks, 4 visits from technician ( in 42° heat) and wsiting around for hours on end, issues not resolved. More than 40 communications with AirBnB repeating the story over and over again. Sent all communication between me and host multiple times. And after having a partly ruined holiday i received £313 compensation and voucher after spendin £3600 on the rental. It was horrendous dealing with AirBNB customer care who mostly didnt seem to speak or understand english. Will never use AirBnB again
L
Louise Ellis · 38 reviews · Experienced 2026-07-26 ·
★★★★★
Money is not the issue here, safety is the issue
Money is not the issue here. Safeguarding guests is the issue and not putting them at risk.
1. You cannot have knives and forks with paint flaking off into your food.
2. The state of the bathroom and cleanliness.
3. Hairs on the kitchen work surface.
4. Black marks on the duvet when I stripped the sheets.
5. No cooking utensils
6. Rusty containers in bathroom
I7. Toothbrush holder not clean
Some examples.
I cleaned!
There is something not right here!. Why has the host put her studio on as 'new' recently and under her daughter's name? It was 'Joelle' and I booked months ago!
On arrival, 1 hour after we could have arrived, the owner is washing floors. The place had not been cleaned. She said that the cleaner was angry as the last guest had been allowed to stay until 2pm and refused to clean. There were huge carrier bags of items taken from the studio Joelle telling us they belonged to the last guest. I question this! My conversation with Joelle the host complaining has been removed! The host informed me there were issues with the previous guest. The host is not taking responsibility. She says new cutlery in cupboards. No! Nothing. Nothing to cook with! This is a safeguarding issue including dishonesty. I need to know that future guests are protected. My conversation of complaints has been removed from the Airbnb site!
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Aala Stanley · 7 reviews · Experienced 2026-07-18 ·
★★★★★
I booked an airbnb in paris in june…
I booked an airbnb in paris in june 2026. This was during fete de la musique and fashion week for context - the accommodation was materially different and not sold as described; in a normal situation I would have just attempted to find a new accommodation, i paid almost €1000 Euros for what was described as a luxury apartment, nothing about this was luxurious given the fact there no accommodations available in the arr i had chosen or inner paris i had no option to document the issue. I raised it with airbnb who told me to talk to the owner/host as it’s left to a letting agent they don’t even know what the property looks like and are telling me the apartment as sold as described. It was 40degrees they had rubbish bins directly outside my apartment sweating and causing an unbearable stench. There was mould present in the shower none of the windows in the apartment would open. they don’t have adequate AC for the house either. Almost everything in apartment was subject to damage. I escalated this with airbnb 18th July and after several follow ups I just want a full refund the customer service has been nothing short of abhorrent the gaslighting as if i don’t know what i booked I definitely will be back to hotels
avoid sweett apartments in saint lazare UPDATE: Airbnb have since come back to me saying there is nothing they can do whilst still allowing these fraudsters to advertise this as a luxury accommodation despite it looking materially different to the photos on the website mind you in the UK that’s false advertisement
E
Elizabeth Felton · 5 reviews · Experienced 2026-08-04 ·
★★★★★
Company does not remove retaliatory review
Brand new home. All 5 star reviews except for one toxic/destructive guest and air bnb allowed their 1 star review to stay. Would not recommend using this platform for rentals.
J
Jack Lin · 2 reviews · Experienced 2026-08-03 ·
★★★★★
Worst customer support exp ever
The air conditioner in the Airbnb I was staying in was not working - I was unable to sleep the night I arrived (was booked for two nights). Additionally, the place smelt terrible and the bed frame was broken. I reported this issue in the morning Ans asked for a refund so that I could book somewhere else to stay. I did not get a reply from the host until 6pm, and they would not help, and did get an answer from Airbnb support until 11 pm at night! Support said the host told them the AC was working, so there was no problem. I was stuck in the same smelly heat box for another night. The heat was awful, I was sweating all night.
In the morning, as I was checking out, support offered a $50 coupon to book somewhere else. I can’t believe the level of incompetence.
Refused to look into a report of their guests using neighbouring properties to dispose of drugs and alcohol containers. I explained I didn't want to provide an email for safety reasons as it has my name and my decision to do this was due to hearing of previous experiences where they disclosed details to the host which caused issues. We now have to pay for decontamination and removal, while AirBnB do nothing and couldn't guarentee the risk of personal safety would result in a worthwhile resolution.
I dont know where to start, this is the most terrible experience I've ever had .I paid and the host cancelled after 3 minutes leaving ma and a sick loved one stranded for 3 days giving us coupons that dont work unless you have a bank account . Which is just bullshit cause why do you ask me to pay for a mandatory two nights just withhold my money for 4 days
I've deleted my account after 8 years of renting. Host accused me of discrimination. Could not provide any evidence. Contacted by Maya and through SEALIONING after six day's of nonsense they've decided I was. Not through my i interaction with the host but because of what I was asked to describe by customer service. Had third party entering premises during my stay but that's not a problem apparently. What a joke of a company.
I gave an expensive stay 4 stars because I didnt think the cost was fair for the stay. The host sent me coercive messages to try to get me to change my review because I ruined his five star score and when I didn’t reply he blocked me and had air bnb remove it claiming I was coercive in my review. This company does not care at all about making sure the customers are protected
Booked a property that claimed to have 10 acres of land, and based on photos of a pool and fire pit for my 11 day honeymoon. Because we wanted to stay so long, we wanted those amenities for the down days. As the date approached, the photos quietly changed and the address led to undeveloped woods when searched online. The host claimed a storm washed out the entrance and gave us a ‘south entrance’ address 2.4 miles away — on the opposite side of the road, with an entire neighborhood in between. The host also gave conflicting acreage claims (10, then 20) and referenced a recording studio miles off-site that’s been inactive online for years. When we tried to cancel, Airbnb initially refused a full refund, citing the cancellation window — despite the fact that these red flags only surfaced as check-in approached. It took a month of escalation, a support agent claiming we had ‘no proof’ anything had changed after they had deleted some of my support chats without my knowledge or permission, and a call where a rep named Christi tried to hang up on me, before Airbnb’s own investigation confirmed the property had been secretly re-booked (a requirement for full refund) and our messages ignored the entire time. We got our money back, but only because we refused to let it go. If we hadn’t pushed this hard, we’d have shown up in Nashville with nowhere to stay, and be out $500. We also lost money having to book a more expensive hotel. Refuse to use their service again.
