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.
Hello, the guest never stayed at my property. The review violates Airbnb's policy. A guest booked 3 nights and phoned to cancel at 10 pm on the first night so she did not turn up but wanted a refund. My settings is strict for late cancellation. She sent me a horrible message. Then she was able to leave a review of 1 star and said my description did not match the place, even though she was never there. All my reviews are 5 stars. Airbnb refused to remove it even though it violated their own policy. The agents were so unhelpful. They do not support the hosts.
We are a couple from Netherlands.Seven months ago, I booked an apartment in Greece. They immediately wanted money. The trip was planned for the summer. As soon as we arrived in Greece, I tried to contact the host of the apartment, but no one answered. I sent several messages. I called the host, but no one answered! We went to the address where we were supposed to stay for 24 days. But we couldn't find either the owner or the apartment itself. Because the apartment I booked through this website doesn't exist. And the account is fictitious. In other words, it turned out to be scam. I immediately wrote a letter to the office. They called me back within 30 minutes. I explained the reason again. They promised to look into the matter and notify me as quickly as possible. An hour later, they told me my money would be refunded soon. This calmed me a little bit,but not much. But we were in a foreign country and needed a place to sleep and fast, because it was already around 18:00. Preferable for the whole vacation (24 days)! And Airbnb didn’t help us a little bit, nothing from their side. Money back and that’s it!! Luckily, I started calling all the hotels nearby. And I found a room. Of course, it wasn't what we wanted. But finding an apartment in one hour is impossible! And airplane tickets for the return are also nearly impossible to change. Because tickets are non-refundable! One day later, I received the money back in my account for the apartment that didn't exist. I thought the non-existent account renting the apartment would be punished and deleted! But that didn't happen! Someone is still trying to scam gullible travelers!
Be careful!! If you see someone in Greece, Nea Palatia, I advise you not to rent that apartment!!! It's probably that scammer!!!
Extremely Serious Experience: Payment I Never Authorized
Extremely serious and completely unacceptable experience.
I had used Airbnb in the past, and my credit card details had remained stored on the platform. On July 28, 2026, I discovered a charge of CHF 560.60 for a transaction that I never authorized or made.
In my opinion, this is an extremely serious matter. Money was taken from my account without my knowledge or consent, and without me requesting or booking any service. I find it completely unacceptable that a platform can charge a previously saved credit card without the explicit authorization of its owner.
My previous experience with Airbnb had already been very disappointing, but this incident has completely destroyed any trust I had in the company.
I immediately disputed the charge and expect a full refund. Until this matter is resolved, I cannot recommend Airbnb to anyone. In my view, the way this case has been handled is extremely serious and has resulted in money being taken from me without authorization.
This matter deserves legal action. Shame on Airbnb.
I trust Airbnb very much. They make sure your profile is verified and secured, they take your privacy concerns very seriously. Transaction experience including their refund process is quick, smooth and hassle-free.
AirBNB seems absolutely uninteresting in false advertising and leaving guests homeless when traveling thousands of miles. One was a trip to Kauai where the host did not even do key service at the property so I was left homeless at midnight. The 2nd was a stay in Estonia where the host said there was an underground garage but refused to let us use it. I got parking tickets. I just wanted them to suspend the Kauai host, and to make the Estonia host take out the words underground garage. They refuse to help, provide any credit, anything. I have tried and tried even going through the BBB on my last two stays. They are just rude, and will not listen. I will now dispute my credit card. I have used AirBNB 20 times in the last five years but am now boycotting them for VRBO and Hotels
As a business that has worked with multiple booking platforms, Airbnb has provided the poorest supplier support we have experienced.
A guest repeatedly requested a refund for two members of their group who did not attend our Airbnb Experience. Before declining the refund, we contacted Airbnb because we believed a retaliatory review would follow if we enforced the booking terms. We were instructed to follow Airbnb's procedures and were assured that retaliatory reviews would be handled under Airbnb's Reviews Policy.
After we declined the refund, a negative review was posted by the booking holder's wife. Airbnb later acknowledged that we had acted correctly in refusing the refund and confirmed that we had not violated any Airbnb policies.
Despite this, Airbnb refused to remove the review.
Their explanation was that because the refund request came from the husband and the review was submitted by the wife, they could not conclude that the review was retaliatory. They failed to explain why a review submitted by the spouse of the guest involved in the refund dispute, and travelling as part of the same booking group, would somehow fall outside their Reviews Policy.
We supplied extensive evidence, including two screenshots, photographs, video evidence, witness statements and evidence of property damage. The review form itself would not accept video files, so those were submitted separately by email.
The review claimed our group of 14 friends was seated at "a tiny table with a cheap bottle of tequila." Our evidence clearly shows multiple reserved tables with multiple bottles as part of our standard bottle service. The review also claimed we failed to help the group "mingle," despite the booking being a private group of fourteen friends attending together. These are factual claims, not subjective opinions, and they are directly contradicted by the evidence we provided.
Airbnb never explained how this evidence was assessed or why it was rejected. Instead, they repeatedly responded that the review represented the guest's opinion while ignoring the factual inaccuracies we demonstrated.
The matter also involved property damage caused during the experience. Airbnb's refusal to deal appropriately with the retaliatory review has complicated our ability to pursue recovery of those damages, as we are now exposed to the risk of further retaliatory reviews from members of the same booking party.
When we requested that the contractual dispute be escalated to a manager, the support ambassador simply closed the case without responding to the escalation request. Only after we challenged that conduct was the matter assigned to a Senior Case Manager.
As a result of Airbnb's handling of this matter, we have removed all of our experiences from Airbnb and are pursuing the matter through external legal channels.
Our issue is not with guests leaving honest negative reviews. Our issue is with Airbnb instructing suppliers to rely on its Reviews Policy, acknowledging that we acted correctly, then refusing to apply that policy to a review submitted immediately after a refund dispute, despite extensive evidence contradicting its factual claims. Suppliers should not be expected to enforce Airbnb's policies if Airbnb will not enforce its own.
Airbnb allows owners of properties to cancel substantial holiday bookings. We had our holiday villa cancelled 3 days before we were due to arrive. Needless to say, we were left absolutely devastated and with no holiday home for 13 people. Airbnb offered some shocking properties as an alternative. Our original holiday was booked 7 months before we were due to travel, we had plenty to choose from and a reasonable budget. We are now left with hardly any time or choice and most likely no holiday. In what world this kind of practice is legal? We booked flights, baggage, took time of work - 12 people took holiday time from work, paid for the property in full in advance and we now have nothing! The financial and emotional impact of this is beyond words.
The owner lied about damages and Airbnb used only AI…
The place I rented was a dump and I paid $1k in a pet fee too, but I needed a place to stay quickly because I was going through a divorce. The owner then lied about me saying I damaged her place and that my tiny cat scratched her hardwood floors and that I stole items, which was all laughable. I provided photo evidence and tried to appeal the decision but was still held responsible and Airbnb charged my credit card for the damages. I was also clearly dealing with Ai in my communications with Airbnb so I doubt a human even reviewed the evidence. I will never ever use Airbnb again a I've also never left a bad review in my life, but this has been such a horrible experience that I'm now motivated for this to be my first.
Five years hosting, and Airbnb no longer backs its hosts
Five years hosting, and Airbnb no longer backs its hosts
I have hosted on Airbnb for over five years. Two experiences in the last month have completely changed how I see this platform.
Earlier this summer, a long-term guest destroyed my cabin. Animal urine soaked into the basement carpet. I spent $400 trying to clean it before giving up and replacing the entire floor. Furniture was broken. Other furniture was painted. The place was left in a state I would not have believed if I had not walked into it myself.
I documented all of it with photos and filed a claim, confident Airbnb would stand behind me given how heavily they market host protection. After a lengthy investigation, they dismissed the photo evidence and offered me $300. The actual damage ran into the thousands.
Support was useless. Every response read like it was either AI-generated or pulled from a script. Apology after apology, and nothing behind it. The guest who caused the damage then left a retaliatory negative review, and Airbnb refused to remove that too.
Then a few weeks ago, a different guest reported a hair on the sheets. There were clean sheets sitting right next to the bed. No evidence requested, no questions asked. Airbnb comped an entire night.
That is the policy in a nutshell. A guest claims a hair and gets a free night. A host submits photo evidence of thousands in damage and gets $300.
VRBO and Booking.com are clunkier to use, but they actually back their hosts. If you are considering hosting on Airbnb, look elsewhere. As someone who built something here early on, it is disheartening to write this.
I am a host and ABB has recently effective 9/15 said that hosts must include ABB's fees of 15.5% in the hosts nightly fee. What??? It's YOUR fee not the hosts. The rationale is that when people book the per night charge matches what the guests sees at checkout. Really, why? You don't want the guest to know that YOU (ABB) are charging them 15.5% of the hosts nightly fee. Instead you want it to appear to the guest that the host is charging a higher per night rate or ABB says the host can reduce their nightly rate by 15.5% so ABB gets there % and the host loses 15.5%. VRBO is a far fairer and supportive company than I am finding ABB to be. :(
I'm a host on Airbnb for several years. Whenever there is an issue, Airbnb always sides with the guest. Hosts are held to very high standards but same is not true of guests. When guests have damaged or broken items, it is pretty much impossible to get compensated. Airbnb asks for impossible "proof" e.g. guest had very bad body odour so I need to clean sofa covers & curtains - I can;t provide proof so not covered. Guest broke shower. Airbnb wants timestamped photo taken immediately prior to guest check-in to prove the shower was in good condition before guest. And so on Always asking for evidence which is impossible to provide (how many hosts take detail time-stamped photos of property before each guest? How do you prove a bad odour?)
Conversely guests can cancel without penalty if they speak to customer service. I had an overseas guest make a booking. 2 days later she wanted to cancel. Customer service tried to contact me at 3am my time, and then because I did not respond, they input the cancellation as if I had cancelled. I was charged a £72 cancellation fee even though it was the guest who wanted to cancel. Unfortunately because they are the largest platform, hosts feel they have to use Airbnb even though their treatment of hosts is terrible.
My payments are not being paid since 2 weeks now anyone from airbnb please contact me. I keep calling them there is no support just call backs and escalations really fed up with them wouldnt use this service again
I've been an Airbnb guest for many years and have always had positive experiences until now.
A host left a review that I believe is misleading and factually inaccurate. I asked Airbnb several times to explain why the review complies with their Review Policy. Instead of receiving an explanation, I was repeatedly told only that "the decision is final."
I fully understand that Airbnb may decide not to remove a review. However, I expect a fair and transparent review process with a proper explanation of the decision.
As a long-time guest with a history of positive reviews, I expected much better customer support. Unfortunately, I was left without any meaningful response. I would still welcome a proper review of my case.
Rented an Airbnb home July 8th 2026 to July 17 for 18 Family members. My husband and I brang all our grandchildren, children and a nefew from NY to Florida thats over 1000 miles. The first day we took photos of the property. I just itemized my horrible experience with a small list. DAY 1 HOLES IN WALLS ,STAINS IN CARPETS, RIPS IN COUCHES, BLOOD STAIN ON WALL. NOTIFIED HOST REGARDING DAMAGES ON HER PROPERTY. DAY 2 ROACH ON KITCHEN COUNTER ,GLASS DOORS TO THE POOL WERE JAMMED, THE POOLS FILTERING SYSTEM DIDN'T WORK AND THE FRIDGE WAS GETTING COLD. MY HUSBAND ADJUSTED THE FRIDGE TEMP.WHICH FIXED THE ISSUE .HAD TO TEXT THE HOST AGAIN. DAY 3 THE OVEN DIDNT WORK BUT THE HOST DID SEND AN EXTERMINATER FOR THE ROACHES. NOTIFIED THE HOST AGAIN. DAY 4 ROACHES RAN RAPPID AFTER THEY SPRAYED THE HOUSE.ONE RAN OVER MY FOOT. THE REPAIRMAN CAME TO FIX THE STOVE. DAY 5 THE DISHWASHER , THE WASHING MACHINE , THE DRYER AND THE VACUUM CLEANER DIDN'T WORK. NOTIFIED THE HOST. DAY 6 CALLED AIRBNB. I PAID 4100 PLUS TAXES AND INSURANCE FOR THIS. AIRBNB DID NOT OFFER ME ANY ASSISTANCE. THEY KEPT JUST ACTING AS A MEDIATOR IN BETWEEN THE HOST AND I. We had to wash all the laundry at a local laundry mat and leave the suitcases in the car rentals. They didn't fix the pool filtering system until day 7 . All this time the grandchildren were leaving crumbs on the dining room floor basically feeding the roaches. We didn't receive a working vacuum until day 9. 7 out of 18 guest got majorly sick by swimming in a unfiltered pool. I requested a full refund and was denied. They responded that I stayed the 10 days. Where else are 6 adults, 12 children and a service dog , With non refundable airlines tickets going to go? We followed AIRBNB rules by notifing the host and did so each day when another problem risen. Gave her ample time to correct them prior to notifying AIRBNB directly. They refunded us $857.00 out of the 4100 + . If you get an Airbnb beware. The photos may be nice but dont expect things to be clean, rodent free and the amenities to be working. AIRBNB will not protect or provide assistance.
DON'T BOOK ANY ACCOMMODATION IN EGYPT, ESPECIALLY IN NORTH COAST, THROUGH Airbnb.
A fake host ruined our reservation in Stella Heights North Coast of Egypt, but Airbnb ruined our entire vacation.
Four people drove 4 hours to the destination only to be left without accommodation. We spent 13 hours talking to multiple support agents who failed to provide any meaningful help while accommodation disappeared and prices increased.
The most shocking part? Only the next day Airbnb told us about an option that could have helped—but by then it was already useless.
We were forced to cancel our trip and drive back home.
A company should be judged by how it handles emergencies. In our case, Airbnb failed completely. I cannot recommend a platform that leaves paying customers stranded when they need help the most.
A very disappointing experience with Airbnb.
Airbnb imposed a financial penalty on me without any clear prior warning or direct notification explaining that this specific situation could result in such a penalty. When I challenged the decision, instead of receiving a genuine review of my case, I was repeatedly given generic references to Airbnb’s policies.
Simply saying “this is our policy” does not make the process fair or transparent.
If a company is going to take money from its hosts as a penalty, it should clearly explain the consequences beforehand — especially in a first-time situation.
The way Airbnb Support handled my case seriously damaged my trust in the company. I expected transparency, fairness and a willingness to listen, but instead I received scripted answers and policy references.
Very disappointing customer service. I would not recommend Airbnb based on this experience.
This level of customer service was unreal..
First the person where I was staying didn’t even give me the address and after driving 2 hours to go home, refused to give me a refund.
Once Airbnb decided to give me a refund , they stated it was sent to my account, I didn’t receive it, they told me to go to my bank, my bank told me to go back to them.. this went on and on.. all Airbnb kept saying was this decision is final… what decison … I didn’t receive a refund I was left with nowhere to stay and had to drive home …
The customer service at Airbnb is another level of rude, to the point the complaints manager wouldn’t even give me her or his name …
Seriously don’t book through this company, it’s risky for any lone travellers and they talk to you like they are stupid ..
I would suggest you never book with this company it’s doggy as hell…. And dangerous and risky for solo travellers
Don’t book anything with this company
I lost £204 and just drove home
I’d give AIR BNB it a minus 100 if I could. Don’t stay at Southwood shores Missouri!
I’d give it a minus 100 if I could. We stayed at southwood shores Lake Ozark Missouri. A dump to begin with . Old unit ( looked good on web site of course). It stank terribly from a man who had mulitple cats across the hall. The bedroom light /fan wouldn’t shut off because it was old and chain was broke . Had to call host replace. Bedding was old . Mattress was old you had to hang on sides because big hallow in middle. Outlet in bath had to be replaced it didn’t work. Toilet seat was loose . Then to top it off old area rug in middle of floor I fell on AND BROKE MY FEMUR. Had to have emergency surgery on a weekend. HOST WILL NOT RETURN CALL, TEXT OR EMAIL. Air bnb says on site has lability insurance! they are giving me the run around ! I’m out over $13,000 because I don’t live there . Had to have hotel stay and transportation for broke leg. I WILL NEVER STAY AT ONE AGAIN! Plus lots of wild renters at Southwood shores and loud drunks on weekends.
What a nightmare platform! The listings are not accurate to reality and the expectations on the clients renting these properties are insane. First I have to clean and then I have to pay you a $300 cleaning fee to clean after I cleaned. Hard pass on doing anything like this ever again.
