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.
What people say
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Amy · 2 reviews · Experienced 2026-06-30 ·
★★★★★
Worst customer service ever!
Worst customer service ever!
I left a review for a recent stay in Rochester, MN
“The house is located in a quiet neighborhood, it was spacious and clean.
Unfortunately, you cannot open any windows in the house and it was HOT. The thermostat never went below 76 degrees, no matter what it was set at, until our very last morning it got to 72. I had reached out to the owners, they said it was because of the big beautiful windows. And told us to go down and sit in the basement!
I could barely feel anything coming out of vents, the air does not work well period AND you can’t open windows in the house. I happened to notice while walking by they were actually changing the thermostat on the nest remotely, making it warmer!
I have a heart condition and slept for 18 hours because it was so hot in there and my body couldn’t take it. There’s a reason they have fans in every room.
Maybe some people are ok with that, but in my opinion in needs to be disclosed up front that the air does not work well. Mayo Clinic is right there. If you have medical conditions I wouldn’t recommend staying here unfortunately.”
My review was removed because the hosts complained about it and Airbnb just states it violates policy’s. When I’ve asked what policy it violates, they can’t seem to give a straight answer. But it’s ok to have no working ac when it’s 100 degrees out and it’s not a fire violation for windows that don’t operate. 👌
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DAMAR DORE · 1 review · Experienced 2026-07-16 ·
★★★★★
Had a rental booked for a 18 months
Had a rental booked for a 18 months, Airbnb cancelled our reservation with out as much as let us help you find another similar listing that will meet your requirements, we had already paid and all we got was here is your refund. No considering the time it took us to locate the property or now it's closer to the travel date the lack of similar properties. Very poor business customer relations. I guess time to move on from Airbnb!
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C Coates · 4 reviews · Experienced 2026-07-17 ·
★★★★★
Worst company out there
Worst company out there. Should be investigated for fraud as they protect the corrupt hosts..
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customer · 16 reviews · Experienced 2026-07-05 ·
★★★★★
Accommodation dirty
Accommodation dirty, damp, wallpaper peeling off walls, very steep, staircase with no hand rail, parking space absolutely tiny to the point of uselessness, ridiculously overpriced yet supposedly good excellent rating. Do the people who put up the ratings actually stay in these places. Do not use.
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Michael Anderson · 1 review · Experienced 2026-07-22 ·
★★★★★
Host cancelled two days before arrival
Our host cancelled the booking two days before we were due to arrive, after we'd already paid for the whole week. Airbnb rebooked us into a much worse place further from the centre and it took over a week to get part of the difference refunded. Stressful start to a holiday that should've been simple.
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PMM · 1 review · Experienced 2026-07-21 ·
★★★★★
Support not providing support, ended chat.
Host is demanding information and a contract outside the platform. Support 'ambassador' says they have good ratings and can do what they want. Asked support to guide me to the place in the listing that discloses what the host is demanding. (Their own help center says it is required to be disclosed!) No response. Literally said to me there was nothing more they were going to say. Cannot find a way to escalate or file complaint on their site. Travel is within a week. I have no options, and no support. Terrible experience!
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Nicola · 52 reviews · Experienced 2026-07-20 ·
★★★★★
I have been using Airbnb for about 6…
I have been using Airbnb for about 6 years. I've never had any issues and the apartments I've rented (both UK and abroad) have been good. Good facilities, good prices. No nasty surprises.
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Lily p · 5 reviews · Experienced 2026-07-09 ·
★★★★★
Awfull disappointing customer support
Very disappointing customer support
My experience with Airbnb customer support has been extremely disappointing. I reported serious issues with the property I rented and provided detailed documentation, but instead of addressing the safety and listing concerns, Airbnb repeatedly asked for more information while failing to take meaningful action.
What disappointed me the most was that my honest, professional review of the property was removed, even though it contained no offensive language or false statements. It simply described my experience and highlighted that the listing did not accurately represent the property. Removing factual reviews undermines trust and prevents future guests from making informed decisions.
Throughout this process, I had to communicate with multiple support agents, constantly repeating the same information, with little consistency or accountability. Rather than feeling supported as a paying guest, I felt that the host's interests were prioritized over customer protection.
This experience has significantly reduced my confidence in Airbnb's review system and customer support. I expected transparency, fairness, and a genuine commitment to guest safety, but unfortunately, that was not my experience.
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Timothy · 5 reviews · Experienced 2026-07-12 ·
★★★★★
I've used Airbnb for 12 years and made…
I've used Airbnb for 12 years and made nearly 50 bookings, so this isn't a review from someone who had one bad experience and overreacted.
Our most recent stay cost over $3,200 and was well below the standard advertised. The property had multiple maintenance and cleanliness issues, including a broken oven for most of the stay, broken furniture, broken blinds, rubbish left in the garden, and poor communication from the host.
What disappointed me most, however, was Airbnb's response. The issues were acknowledged, but the responsibility was repeatedly pushed back onto the host. I booked through Airbnb because I trusted the platform to stand behind the experiences it sells. Instead, I was left feeling that customer loyalty counted for very little.
After 12 years of using Airbnb, this experience has been enough for me to take my future bookings elsewhere. I hope Airbnb returns to putting guest experience and accountability at the centre of its business.
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Anthony · 1 review · Experienced 2026-07-22 ·
★★★★★
The worst customer support I've ever…
The worst customer support I've ever experienced. 50+ minutes for a question to be answered. A follow-up question is answered by another person, same wait time. Policy and process questions answered incorrectly or not at all. I travel often from U.S. to Europe and 5 years Airbnb is all I used because I found the rental apartments to somewhat consistent with quality and cleanliness. But that has CHANGED. This combined with terrible, completely dysfunctional customer support, I avoid Airbnb and so should you.
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Jó · 11 reviews · Experienced 2026-07-13 ·
★★★★★
TERRIBLE EXPERIENCE
After more than 10 years as an Airbnb customer, I have finally decided to close my account. The way Airbnb handled my case was one of the most disappointing customer service experiences I have ever had.
While travelling in Colombia, I was the victim of a serious robbery. My phones, wallet and personal belongings were stolen, and I immediately reported the incident. Instead of receiving meaningful support, I spent weeks being transferred between different departments, repeating the same story over and over again. Nobody seemed willing to take ownership of my case or provide a proper solution.
To make matters worse, a host left a review containing allegations that I disputed. Despite providing evidence and explaining the circumstances, Airbnb refused to remove the review. The entire process felt unfair and one-sided.
Customer service was extremely frustrating. Communication was often difficult because of language barriers, and despite Airbnb presenting support as UK-based, I struggled to understand several representatives. Instead of solving problems, they simply passed me from one person to another.
The final straw came when I called to ask for my account to be permanently deleted. Rather than helping me, the call was disconnected. I found this incredibly rude, disrespectful and completely unprofessional.
After more than a decade of loyalty, I expected much better. Instead, I felt ignored, disrespected and treated like just another case number.
I have now decided to leave Airbnb permanently. I will never use Airbnb again and I cannot recommend the platform to anyone. There are other accommodation providers that value their customers and provide far better support when things go wrong.
Never again.
Giuseppe B.
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A.R. · 69 reviews · Experienced 2026-07-09 ·
★★★★★
Airbnb sides with scammers, rewards misrepresenting the rented object.
Airbnb sides with scammers; you have no real right to complain if the host wants to scam you by misrepresenting the villa.
Have been satisfied for several years (because we were always lucky and had honest hosts where things were good).
More than 6 months ago, we booked a villa and specifically asked about noise/construction noise.
The host replied that there was no noise.
About 2 months ago, we saw a review from dissatisfied guests complaining about a lot of construction noise. We contacted the host, and she denied that there was any noise.
We arrived, and there was a lot of noise, which we documented with long and short video and audio recordings. (Angle-grinders, concrete saws, etc)Despite staying away from the villa during working hours, we only asked for a discount of 2 (out of 8) days for being lied to and misled in that way. Airbnb is a dirty company that "handled" the case and offered a little over 1000 NOK (around 6%) - even though their "rules" state that the customer may be entitled to a 50% discount for a misrepresented rental property.
We declined their support scam and will take it up with our insurance or bank. My impression, in short, is: a shit company that sides with the one scamming guests; their rules aren't worth much when you actually need them.
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Paul Buchholz · 1 review · Experienced 2026-07-21 ·
★★★★★
Completely Useless
Closed my ticket "since you didn't respond" after I responded promptly 3 times. no effort to help at all
Extremely disappointed with Airbnb’s customer protection.
When a host cancelled my reservation at the last minute, I expected Airbnb to stand behind its customer. Instead, I was left to pay a substantially higher amount for alternative accommodation, while Airbnb offered only minimal compensation that did not come close to covering my actual additional expense.
The replacement accommodation was also far less convenient, despite Airbnb knowing that we had travelled specifically to visit our daughter on campus. It felt as though the host’s interests were being protected, while the guest was left to bear the financial and emotional burden of a cancellation that was entirely beyond their control.
A company that claims to protect both hosts and guests should ensure that guests are not financially disadvantaged because of a host’s last-minute cancellation. Unfortunately, that was not my experience.
I expected fairness, accountability, and genuine customer protection. Airbnb failed to deliver on all three.
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Liz Callen · 1 review · Experienced 2026-07-05 ·
★★★★★
As many other people have said
As many other people have said, Airbnb is not trustworthy. They removed my fair review at the hosts request and were impossible to work with. I cannot trust the reviews after this experience. Vrbo is the way to go!
My experience with my airbnb through airbnb.com was not good!! When I wrote my review explaining my dissatisfaction and the horrible attempt the host tried to correct the issue airbnb.com removed my post saying the review applied PRESSURE and COERCION which was not true. I will never use this site again.
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joseph escano · 6 reviews · Experienced 2026-07-20 ·
★★★★★
Today I recieved a response from Airbnb…
Today I recieved a response from Airbnb through BBB and was told that they are working on my dispute and will contact me soon, but yesterday Airbnb said yesterday that they declined my dispute and there is nothing else I can do but yet they lie to BBB saying they are working on it to resolve the issue, they just continuously lie, to anyone so they don't look bad. Why lie and say they are still working on the case when they told me yesterday it was denied and close.
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Gabriel · 17 reviews · Experienced 2026-07-09 ·
★★★★★
Airbnb removed my honest review and ignored my evidence
I have been using Airbnb for years, both as a guest and as a Superhost, and this was the first time I felt completely abandoned by the platform.
During a recent stay in Sardinia, the host informed me of an additional €100 charge only after the reservation had already been confirmed. Although I disagreed with the charge, I paid it through the Airbnb platform and completed my stay.
After the trip, I left an honest review describing my experience, including the unexpected fee, poor communication, missing amenities and issues during check-out.
The host requested that the review be removed. Airbnb then informed me that my review had been removed because I had supposedly used the review process as leverage regarding the additional charge.
The problem is simple: this never happened.
I provided Airbnb with screenshots and a complete video recording of the WhatsApp conversation with the host. The evidence clearly showed that I never responded to the host’s WhatsApp message and therefore never made any request, threat or negotiation related to a review.
Despite this, Airbnb maintained its decision. When I asked what evidence had been used against me, I was told that the material could not be shared. In other words, Airbnb accepted the host’s version, rejected my evidence, and refused to explain how it reached its conclusion.
This is not just about a review being removed. It is about being accused of conduct that never occurred and having no meaningful opportunity to challenge that accusation.
The most disappointing part is that I am not a new user. I am a long-time customer and a Superhost. If this is how Airbnb handles clear documentary evidence, then the credibility of its review system becomes questionable.
I can accept an unfavorable decision. What I cannot accept is a decision that appears to ignore the evidence presented and offers no transparency regarding the reasoning behind it.
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David Allen · 1 review · Experienced 2026-07-20 ·
★★★★★
Unresponsive host
The apartment looked much better in the photos. In reality, it was pretty dusty and the bed was uncomfortable. The host took hours to reply when we needed the door code.
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customer · 2 reviews · Experienced 2026-07-12 ·
★★★★★
After 10 years of using Airbnb platform…
After 10 years of using Airbnb platform on a regular basis for my staff we have never had to contact Airbnb.
Some places of course were not reflective of photos, expectations because or descriptions etc HOWEVER the last stay was beyond horrendous and Airbnb did NOTHING to help rectify the situation.
We will no longer be using the platform and will be extremely vocal with the lack of support.
