Airbnb

Don't expect help from Airbnb in a crisis, they value money more than customers

Airbnb chose profit over helping a guest in need. I booked a stay, and when a family financial issue forced me to request cancellation, Airbnb told me only the host could cancel. The host refused to cooperate and was rude throughout, but Airbnb refused to intervene or mediate in any meaningful way. Instead of protecting a guest in distress, Airbnb seemed more concerned with protecting the host's earnings. I was forced into an overpriced stay that cost about €500 more than it should have, simply because Airbnb would not step in. This experience has shaken my trust in this platform. For a company that markets community and trust, they showed zero empathy or fairness toward me. They play between guest and host but clearly side with the host out of greed. I hope Airbnb reconsiders its policies and starts treating guests fairly, not just as revenue.

Serious Trust and Safety Concern

I cannot recommend Airbnb based on my experience. The host required payment in cash outside of the Airbnb platform rather than processing it through Airbnb’s secure payment system. The payment was not delayed because I refused to pay or ignored an obligation. I made multiple good-faith attempts to arrange the off-platform payment method the host requested, but I was traveling and then had my belongings stolen, including my phone and cash. Those circumstances made it impossible to complete the cash payment immediately. It is important to be clear that this situation was created by the host’s decision to request payment outside of Airbnb. Had the payment been handled properly through the platform, there would have been a secure record, established payment process, and access to Airbnb’s protections. Instead, I was placed in the unreasonable position of trying to arrange a cash payment while abroad and dealing with a theft. When I could not complete the payment immediately, the host began contacting me persistently through WhatsApp from multiple phone numbers. The messages became increasingly aggressive and intimidating. Most disturbing, the host referenced having access to my personal information, including my home address, while pressuring me for payment. A guest’s private information should never be used as leverage, regardless of any dispute. Airbnb said hosts aren't provided with that info but the host was very clear that they new my address which felt very thretening. Airbnb’s handling of the situation was deeply inadequate. I reported the off-platform payment request, repeated unwanted contact, and the host’s references to my home address. Despite the obvious safety and privacy concerns, Airbnb failed to intervene meaningfully or protect me from further harassment. I was effectively left to manage an escalating situation alone even though the host’s decision to bypass Airbnb’s payment system was at the center of the problem. Airbnb promotes itself as a trusted platform with safety protections, but those protections felt meaningless when I actually needed them. Future guests should be extremely cautious, and understand that Airbnb may not provide meaningful support even when a host’s behavior raises serious safety concerns.

Airbnb fails to protect guests from bullying and harassment from hosts

Description of complaint: I am filing this complaint because I believe Airbnb failed to fairly apply its published Reviews Policy and failed to adequately explain its decision. I had a four-day stay booked at an Airbnb property in mid-July. When I arrived, the air conditioning in the unit was not working. I attempted to resolve the issue through messages and a video call with the host and her husband. During that call, the issue was not resolved, and I was told there was nothing they could do that evening because it was after 10:00 PM. Throughout the interaction, I found the host and her husband to be rude, confrontational, and dismissive. As a result, I no longer felt safe or comfortable remaining at the property. I checked out after approximately two hours, found alternate lodging, and contacted Airbnb Support. The host continued to send me harassing and demeaning messages after I left the property. Following the stay, I left a factual review describing the maintenance issue and my experience. In response, the host posted a review publicly accusing me of being "a liar" and "a racist." These are serious personal accusations about my character rather than descriptions of my conduct during the stay. The host also admitted in her review of me that the AC did not work when she turned it on. I appealed the review twice and requested that Airbnb identify the specific provision of its Reviews Policy that permits a host to make these types of accusations in a public review. Airbnb repeatedly responded only that the review "does not violate the Reviews Policy" and directed me to the entire policy without identifying the specific provision supporting its decision or explaining its reasoning. Customers deserve transparent explanations when a company declines to enforce its own published policies, particularly when serious accusations affecting a customer's reputation are involved. I am requesting that Airbnb immediately remove the review from my account, Desired settlement: I am requesting that Airbnb immediately remove the review from my account as it violates policy, that they hold the host accountable for their unprofessional conduct, and that they issue a formal apology to me.

The place at 17 Turton st

The place at 17 Turton st. Weymouth dorset. The place initially look ok until we got in and there was dirt at the edges of all rooms. The staircase was like climbing a hill with a rope and said rope was very dirty from many hands. The bathroom smelled like a gents urinal. The bedroom with the double bed was awful, the mattress was so thin and the springs were digging into our bags all night. The kitchen sink was so bad I refused to use it. The spoons were completely brown the cups were brown. I had to go buy some to use. All window frames had never been swept or cleaned. It was so bad we left after 2 days.

Airbnb Broke Its Written Refund Promise Following My Father's Death

Due to the passing of our father, continuing our trip became impossible. A customer service representative reviewed the official death certificate we submitted and explicitly confirmed in writing that a full refund would be issued. However, Airbnb later broke this promise and withheld 77,336 TRY of our money. Retracting a written refund commitment is unacceptable. We have filed a chargeback with our bank and will pursue this until it is resolved.

This is a review update from the way it…

This is a review update from the way it used to be 2 years ago. I have been trying to find accommodations on this site off and on for almost a month. I have messaged about half a dozen listings with half no replies so the listing is apparently dead. I had one guy say he meant to remove his listing but forgot to as a response yet he has one other listing up as well with one crappy review. Take down the listings if they are no longer doing Airbnb. The replies I did get I was on a nonstop asking of personal questions and I decided to cut off the conversations immediately. Apparently the site now has it's share of bad hosts and tenants and if you haven't been on the platform and had to make a new account with zero reviews then you are automatically judged by the hosts. I could ask a bunch of nosy questions to the hosts but will not waste my time because those questions would be,,, Why are you renting out on Airbnb? Can't pay your bills or mortgage? Is the cat and dog starving? The kids? Can't pay for the new sports car? Is the dump falling apart? Need fumigation? Doctor bills piling up? and I could go on but no you are worried about my life. The places have skyrocketed in prices so are you as hosts willing to provide stellar service because from the bad reviews you have not done that.

My review got removed from Airbnb (did…

My review got removed from Airbnb (did not comply with their review policy), and I am just appalled and shocked by the way we were treated. Checked in at 8 pm with my friend and a 6-month-old baby in Sinaia, Romania. The crib requested wasn't set up, and there wasn't a baby sheet/matress. After a few attempts to assemble it, contacted the host. After he failed to assemble the crib (it was actually broken), he became rude and arrogant and stated that it isn't his responsibility to provide crib setup and that we should bring these items ourselves. He also blamed us for breaking it! An argument followed where he told us to vacate at 9:30 pm. It was too late to go anywhere at this hour, but in the morning we moved to a new apartment. We did call Airbnb support the night of the accident and in the morning, followed by a few messages in chat. The customer support number was in India and not free, resulting in a $75 international call bill. Airbnb took the host's side and billed us for 3 nights despite the fact that we vacated the property after a 1-night stay. They also tried to charge us "Damaging fees." It was a depressing experience without any compassion or support from Airbnb

The run their business like no other…

The run their business like no other can do it. Slow response, poor service, people are not vet properly. As a host you risk to find in your home someone nasty or worst. As a guest traveller you are equally safe nor guaranteed and some hosts are nasty and some cancel your booking last minute like they do in Spain, expecially.

Lost the plot so quickly

How totally did greed overtake the principles of Brian Chesky? 10 years ago the idea of honourably welcoming guests to you home was wonderful. Now all has failed and his great new policy is to copy Booking.com as they whipped his principles and ass. Thankfully more morally adjusted company's like Homexchange fill the void. Silicon valley greed stupidity shows no learning curve.

"READ FOR A GOOD LAUGH" The movie…

"READ FOR A GOOD LAUGH" The movie "Idiocracy" in real life.... Don't waste your time everywhere option out there is by far superior to airbnbulls@#!%. I'll just start by saying I spend a min of 6 months out of the year living out of vacation rentals and have rented from multiple companies and never had any issues with any of them except vacasa 1 time verification of my ID but 1 very short and simple phonecall later vacasa had issue fixed. Now my experience with air bnwhatever was not so pleasant I'd verification was a nightmare many many attempts and phonecalls to I think customer service and still same issue and nobody competent enough to figure out another way, (like vacasa did in one short simple call). And after days of failed attempts with I'd verification when it did finally go through the rental I had wanted was long gone. So attempted to rent another place only to get rejected because of too short a notice and flagged for being a possible party thrower, and after calling and waiting on hold forever yet again when someone finally did answer I kindly explained my whole situation of loosing my original rental do to nobody being competent enough to compare my I'd pic to my selfie, and being flagged for possible party's. I also explained that my wife and I are 45 and 46 years old and have 2 five year old twins with us on top of being 2400 miles away from home in a place neither focus had ever been to before and me having a heart condition that the idea of us throwing some big party was highly unlikely. Again nobody jot a single person working there was competent enough to push the reservation through andci was told to book it in advance. I guess my thoughts are if you aren't going to rent a place on short notice then you probably shouldn't have that as an option, and maybe it's just me butcifci were going to ever throw a party it wouldn't happen on short notice I would need some time to plan and invite. Judging by the lack of common sense and shortage of competent people at wonderful air bandwasteyourtime i can see some moron coming up with a party rule opposite ofchow it should be. So I tried booking it with 2day notic3 and guess what flagged again. Following dat tha rental was taken and I started looking for another one. Next rental comes and I secure it and finally done fighting all this but guess what there is a problem with payment. Air bnbull%$#@× say problem is on my end and my bank says it's on air bnwhatevers end this goes back and forth again and again I ended up at welks fargo with my banker on the phone with them trying to get this payment through. Like to remind everyone I've rented from 6 different companies in the past with no issues except one time and tat one time I called customer service and all they did was manually type my card in and done deal no problem. After hours on the phone and back and forth do you think I could get a single person from airbnbull to just try and manually enter my card nope not a single person working there capable of doing that. So they kept saying problem was with my bank and I kept pushing the issue back at them and eventually since Noone there is capable or competent enough to do anything or fix anything so they banned me. Not only that my wife made an account and they instantly banned her too just for being an associated person to me. Now that is customer service at its finest. So unless you have a lot of free time and just looking for laughs at just how dumb some people can be, (kind of reminded me of the movie idiocracy) I would suggest using a different company.

I have been a loyal Airbnb customer for…

I have been a loyal Airbnb customer for years and have spent tens of thousands of dollars on the platform. This trip through Europe was the point where I finally decided I’m done. The issue isn’t that things went wrong. Travel is messy, and I also own Airbnb rentals. I know staffing issues happen, appliances fail, and occasionally a property isn’t up to standard. What matters is how those situations are handled. During this trip I experienced an apartment where the master bedroom AC never became usable, forcing me to sleep on the couch for two nights before relocating. I had another reservation where I arrived to a strong musty odor, visible stains on multiple pieces of bedding, moisture in the apartment, and bedding I no longer felt comfortable sleeping in. I documented everything immediately, communicated respectfully, and relocated without ever sleeping in the bed, using the shower, or even using the towels. In another stay, I had to leave because I had an allergic reaction to a cat that I had overlooked in the listing. While Airbnb ultimately determined the disclosure met their policy, it reinforced a broader pattern I experienced throughout the trip: when something goes wrong, Airbnb consistently defaults to policy instead of taking ownership of the overall guest experience. I want to be fair because not every experience was negative. Many of my hosts throughout Europe were exceptional. Several became people I’ll gladly stay with again. In multiple cases, the hosts themselves handled difficult situations with more empathy and professionalism than Airbnb support. My frustration isn’t with individual support ambassadors either. Nearly every representative I spoke with was courteous and genuinely tried to help within the authority they had. My issue is with the policies they were required to follow. Time and again, I felt the platform prioritized contractual technicalities over practical resolutions that would have preserved trust. I travel extensively, with South America and Asia next on my itinerary. For years, Airbnb was my default choice. After this trip, it no longer is. This wasn’t one bad reservation. It was a series of experiences that steadily eroded my confidence in the platform. Going forward, I’ll be using Marriott, boutique hotels, and curated vacation rental providers instead. I genuinely hope Airbnb improves because I believe the idea behind the platform is still wonderful. Unfortunately, my experience this year convinced me that the execution no longer matches the promise.

Beyond Disappointed

After years of being a loyal Airbnb customer, I never imagined that one experience with a serious issue would completely change my opinion of the company, but it has. We recently checked into an Airbnb, and within 30–40 minutes contacted Airbnb because of serious concerns with the condition of the property. While on the phone with a support representative, we immediately provided photos and videos documenting multiple issues, including a non-functioning air conditioning unit, mold in the bathroom, ants throughout the apartment, a strong urine-like odor, and dead bugs collected inside the light fixtures. We spent nearly three hours on that initial phone call getting nowhere. The representative repeatedly told us she "understood our frustration," but said she first needed to contact the host before any action could be taken. She also advised that we would receive a coupon, but that she was "not able to disclose the coupon until we left the property." That coupon was never provided. We followed the exact process Airbnb asks guests to follow. We reported the issues immediately, provided extensive photo and video evidence, and gave Airbnb the opportunity to investigate. Because we did not feel comfortable staying in the property, we left that same evening while still on the phone with Airbnb and paid out of pocket for alternative accommodations. Instead of receiving timely support, we spent the remainder of our vacation repeatedly chasing Airbnb for updates. We spoke with multiple representatives, explained the situation over and over again, and were often met with the same scripted responses before the case was closed or transferred. Rather than enjoying our final week in Italy, we spent it trying to obtain updates on a case that we had reported almost immediately after arrival. More than a week later, we were informed that our photos and videos were not sufficient to support our claim because the host had submitted their own evidence after we had already left the property. This was incredibly frustrating, as our photos and videos were taken immediately upon arrival and included timestamps documenting the condition of the property at check-in. Airbnb publicly states that it is committed to supporting guests when listings have significant cleanliness, maintenance, or health and safety issues. Unfortunately, that commitment was not reflected in our experience. Despite documenting our concerns, we felt that the burden remained entirely on us to continually prove what we experienced rather than receive meaningful assistance. Although Airbnb eventually offered a partial refund after more than a week of repeated follow-ups, the process itself was exhausting and overshadowed our vacation. We were still left paying additional costs for alternative accommodations, and the coupon that had been promised was never honoured. After years of choosing Airbnb for my travels, this experience has completely eroded my confidence in the company. If this is how serious guest concerns are handled, I cannot recommend booking through Airbnb. Protect your time and your hard-earned money, and consider booking elsewhere.

Nowadays a third world country company

Awful just awful

Awful just awful, they destroyed our holiday and when you complain they block you from their platform. Worst company and worst customer service when things go wrong.

Zero due diligence

My previous tenant turned my flat into Airbnb without my knowledge. I now have issues with council, management and everyone. I have to evict my property, but tried to get some help from Airbnb. They refuse to speak to me as the owner of the property and simply say they don't care. This company is a big problem to every landlord.

Racist company and I have proof!

Don't spend your money with these racist pieces of s***!!! The company has proven over and over again that they cannot stand black people!!! They think we look alike and that we are all related! I can show proof!!!

Disappointed

Thier service is really getting worst every day

Airbnb Rude Host Amy Glen Falls, Home Town Hevan

The 2 Star reflects the Host of Airbnb only identified as Amy (Host), Glen Falls, Home Town Hevan. I'm very disappointed that Airbnb has such rude and tasteless host such as Amy of Glen Falls, I made reservations for July 17, 2026 not knowing that the reservations was made for the following year as I pulled up to the resident of Amy I messaged her informing her that I was checking in well she informed me that my reservations wasn't until next year and had my party enter the Airbnb our correspondence was through the Airbnb chat, which she stated that Jared her Co-Host was trying to contact me via phone but not through the app like all the other Host I communicated with online. It was a human mistake on the reservations but Amy demeanor was rude and insulting, I traveled a far distance to visit family to be insulted by a representative of Airbnb unacceptable.

Scamming Host

I had reservation (746 Old Hickory Road) for 6 days that were paid for, and the host canceled the reservation while me and my 7-year-old daughters was there, he sat outside constant calling my personal phone and sending threating messages, the neighbor across the street at 741 Old Hickory Road constantly recorded my daughters and I. A false call was made to the police which made the officers mad and called it racially motivated. I have read some other reviews where he did the same thing and scammed the guest. The amenity of the pool isn't true in fact it's very dirty full of algae and infection and not useful but is listed as if someone can swim in it. The house was clean but can use some pest control treatment for the crawling bugs and termites.

Worst expereince

I wish, I could have given 0 star if option was there, I booked the accommodation and they asked to verify ID, which was done, Now since two days they are following up on my case and no progress update. They have cancelled my booking once....I have approached them so many time, same response experts are looking your case