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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BG · 1 review · Experienced 2026-07-19 ·
★★★★★
Worst customer service we have ever dealt with
This is the worst customer service I have ever had to deal with.
We booked in a place that looked clean and nice. When we got there we were surprised to find out that the listing was mostly comprised of AI photos and noticed immediate safety concerns. After spending HOURS contacting airbnb customer service, speaking to a different person every time, and even getting hung up on - they are claiming there is nothing they can do.
Nice to know this company allows the use of full AI photos that look nothing like the actual listing and don’t actually have safety standards for their customers.
Will NEVER book with airbnb again!!
Overall, I had a good experience. The property was clean, comfortable, and met my expectations. Most aspects of the stay were enjoyable, and the facilities were good.
However, the service was a bit delayed at times, and some of the staff members were rude and did not listen properly when concerns were raised. Improving customer service and responsiveness would make the experience much better.
Apart from that, everything else was good, and I appreciate the effort put into maintaining the place.
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Ian · 7 reviews · Experienced 2026-07-07 ·
★★★★★
No help when stranded 4500 miles from home
I've always had good experiences with Airbnb accomodation so when something went wrong, expected the customer service team to provide support. Having booked over a year in advance, the host was not responding to messages just before the booking so I raised my concern with support. They also could not contact the host so the booking got cancelled on the morning that I was due to check in. Support could not find any alternative accomodation so only offered a £55 voucher which I could not use anyway because there was nothing available (big event in the city). I ended up having to book a Holiday Inn Express at an additional cost of £1500. Seriously question whether I'd use Airbnb again.
The place didn’t match the photos at all, which was a huge letdown. I expected a cozy atmosphere, but it felt more cramped than advertised. The host was slow to respond, too, which added to my frustration. I wished the communication was better and more straightforward.
A
Ann K. · 2 reviews · Experienced 2026-06-04 ·
★★★★★
Disappointing Claims Process for a First-Time Guest
This was my first Airbnb stay, and unfortunately it will be my last.
I paid nearly $3,000 for a 3-night stay and expected a fair and transparent experience. After checkout, the host initially claimed I was responsible for stained towels and a detached table support. Airbnb ultimately dropped the towel claim but still held me responsible for the table. I repeatedly denied that I or anyone in my party caused the alleged damage.
Airbnb told me it reviewed additional documentation from the host, but I was never shown that evidence or told what specifically linked my party to the alleged damage. I fully cooperated throughout the process, but I found the claims process lacked transparency and fairness.
Dealing with entitled hosts simply isn't worth it. This experience convinced me that I'll be choosing hotels from now on. They're less expensive, more predictable, and don't come with the stress of post-stay damage disputes.
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Levi · 1 review · Experienced 2026-07-17 ·
★★★★★
Poor customer support experience
Poor customer support experience
When I had a serious issue with my booking, I contacted Airbnb support both via chat and by phone. Unfortunately, the support agents were unable (or unwilling) to properly read, understand, or respond to my concerns.
Communication was extremely difficult due to a very low level of English proficiency among the agents I spoke with. In addition, there appeared to be very little motivation to actually resolve the problem.
J
Jeff Pow · 6 reviews · Experienced 2026-07-01 ·
★★★★★
As a host if your thinking about…
As a host if your thinking about listing your property, know that they will not support you, even as a superhost for over 6 years there is zero loyalty to your efforts.
They treat the host in a lesser view then the guests. It's a shame because the host doing well are what bring back repeats guests. It would seem simple to realize that but they can't seem to process that insight
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Sharif · 1 review · Experienced 2026-07-05 ·
★★★★★
Not to trust they are a bunch of scammers
They always go to the host side no matter if you are right, and show them the comprobant of whatever happened .
Never again and I will not recommend this company to any one; beside the matter that I lost 4300 Euros, and I’m suing them
S
Seb · 2 reviews · Experienced 2026-07-06 ·
★★★★★
Airbnb are pathetic!
Airbnb are pathetic!
Stayed in an apartment, had some good points, had some bad points. Left an honest and fair review. Host didn’t like it and it got removed.
We had cockroaches, the pictures were different and we had a bad smell from the drains. All we could prove via pictures and videos expect the smell of course.
Airbnb didn’t want to know any of it. Didn’t even acknowledge the fact we had cockroaches.
Pathetic service. Shame there isn’t any other company’s as big as Airbnb so unfortunately will probably end up using them again.
m
matt · 1 review · Experienced 2026-06-19 ·
★★★★★
Airbnb allowed a home to be rented with…multiple safety and Airbnb policy concerns.
Airbnb allowed a home to be rented with an indoor camera, missing smoke detector and black goowy substance in the dryer vent and a pool of water in front of the refrigerator. We rented the house for a month and stayed 1.5 hours. We only ended up getting a partial refund.We ended up going to a local hotel as this was last minute and costed us a lot. We spent 30 days trying to resolve this issue. We have decided to cut our losses and move on with our lives. The energy this is taking is too much. Maybe they drag it out on purpose so that you will give up the fight to get your money back. VRBO is much better suited to handle a whole house rental.
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Chef Mitch Trotter · 1 review · Experienced 2026-07-18 ·
★★★★★
So I have never had any complaints on…
So I have never had any complaints on Airbnb. My daughter is getting ready to turn 1 and my mother will be visiting so I wanted to do something amazing so we could all be together. So I tried to book a house that was basically 2000 dollars for 2 days. And was flagged saying I might be a disruption. For a 1 year olds birthday party that's crazy. I was then told that it would be reviewed in 24 hours and literally got an email maybe 25 min later saying this choice was upheld it feels a little like B.S to me.
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Bethanny · 1 review · Experienced 2026-06-19 ·
★★★★★
I am a host. Airbnb is ripping everyone off.
I am a host. Something needs to be done about the money, the OUTRAGEOUS amount of money Airbnb is collecting from this system. In 2023 airbnb collected $1,109 (18.1%) for a 30 day stay. Today in 2026, they robbed my guests and myself of $2,482 for a 30 day stay for doing absolutely nothing except providing a website. THEY TOOK 30.55% OF THIS BOOKING!! This should not be allowed to happen especially when the host does all the work. Airbnb is now doing nothing but providing a website. Travelers are getting ripped off!! Someone needs to start a trustworthy travel website to compete with these monsters.
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Charles Reese · 4 reviews · Experienced 2026-07-17 ·
★★★★★
Being deployed/extended to a wildfire isn't a good reason for a refund
I am a wildland firefighter. After working 14 consecutive days on an active fire assignment, my crew was directed to secure lodging for a rest period. I booked an Airbnb for my engine crew and purchased Generali travel insurance in case our plans changed, given the unpredictable nature of fire assignments.
Shortly after booking, the fire escalated due to insufficient resources, and my crew was ordered to remain on assignment for an additional 7 days. As a result, I had to cancel our reservation. When I filed a claim with Generali to recover the cost under the policy I had purchased for exactly this kind of situation, my claim was denied.
I purchased this coverage specifically to protect against unforeseen circumstances beyond my control — which is exactly what occurred. Denying this claim, especially for someone actively deployed on emergency fire suppression, reflects poorly on both Airbnb and Generali's commitment to supporting the people who purchase their protection plans.
Due to this experience, I will no longer use Airbnb or Generali insurance, and I would caution other emergency service personnel against relying on either company when booking work-related travel
This experience was incredibly disappointing, not only because of the condition of the property, but because of how Airbnb handled the situation.
We have completed over 33 stays with Airbnb, and this is the first time we’ve ever felt this let down. We booked this home specifically for the private pool, which was the main reason we chose this property for our family vacation. The pool was cloudy, dirty, and unusable for virtually our entire stay. Every day of our vacation was impacted, yet we were expected to wait while repairs and chemical treatments were attempted instead of being offered a timely solution.
When guests pay for a property based on its advertised amenities, those amenities should be available from the moment they check in—not after days of maintenance attempts. We also encountered cleanliness issues inside the home, including bugs in the downstairs bedrooms and on the bedding, making the overall experience even more unacceptable.
What was most disappointing was Airbnb’s resolution. After losing the use of the property’s main amenity for nearly our entire vacation, the compensation offered did not reflect the extent of the disruption or the value of what we paid for. Loyal customers should expect better support when a listing fails to meet basic standards.
This experience has seriously impacted my confidence in booking through Airbnb in the future. I hope Airbnb takes quality control and guest protection more seriously so other families don’t spend their vacations dealing with problems that should have been addressed before check-in.
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Ada Yip · 1 review · Experienced 2026-06-08 ·
★★★★★
Disappointing Airbnb Experience – Guests Held Responsible Without Sufficient Evidence
We recently stayed at this property (Luxury "Barn" GeoDome on Beautiful Farm with Spa - landlord Tyler Wallace) in Sechelt, BC for our annual girls’ trip in June 2026, and unfortunately, what should have been a wonderful memory turned into a very frustrating experience.
We are experienced Airbnb guests and have stayed at many properties over the years. We have always respected hosts’ homes, followed house rules, and received positive reviews from previous hosts. We understand that we are staying in someone else’s home, and we always make every effort to leave the property clean, tidy, and in excellent condition.
As part of our usual Airbnb travel habits, we always bring our own garbage bags whenever we stay at an Airbnb. During this stay, we packed and organized all of our garbage properly before checkout and left the property in a clean and respectful manner. We also took photos and videos before leaving to document the condition of the property.
During our stay, we carefully followed the bathroom instruction clearly stating that only toilet paper should be flushed. We did not flush any wipes or anything other than toilet paper provided by the landlord.
The toilet was functioning when we checked out. In fact, from the first day of our stay, we noticed that it required a double flush, which suggested there may already have been an existing plumbing issue. However, the toilet continued to work throughout our stay, and we had no reason to believe there was any blockage.
After we checked out, we left the property clean and tidy, packed our garbage properly using the garbage bags we brought ourselves, and followed the host’s checkout instructions. The property was left unlocked as instructed. However, we were contacted more than 24 hours later and were blamed for a toilet blockage.
The host provided photos showing wipes found in the plumbing, but there was no evidence proving that these wipes were caused by us or that the blockage occurred during our stay. Finding wipes after the fact does not establish who flushed them or when they entered the plumbing system.
We respectfully disputed the claim with Airbnb and explained:
The toilet was working when we left.
We followed the house rules.
We had a history of being responsible Airbnb guests.
We left the property clean and documented its condition before checkout.
The property was not inspected immediately after our departure.
There was no evidence showing when the blockage occurred or who caused it.
Despite our explanation, Airbnb decided to charge us anyway and automatically billed $254.85 to my cousin’s credit card. We had no choice but to share this unexpected cost among ourselves, even though we strongly believe this responsibility should not have been assigned to us.
The most disappointing part was not only the charge itself, but the feeling that Airbnb’s resolution process did not fully consider the lack of direct evidence. A guest should not automatically be held responsible simply because they were the last confirmed guests before an issue was reported.
We hope Airbnb and hosts will consider improving their inspection and dispute processes so that future guests are treated fairly and decisions are based on clear evidence.
We appreciate good hosts and have always enjoyed positive Airbnb experiences in the past, but this situation has left us extremely disappointed and frustrated.
I very rarely write reviews, but I felt compelled to share the extraordinary support I received from Airbnb during a recent booking where the host had misrepresented the property with AI images.
I received a full refund quickly, which I very much appreciate. If you have a similar situation, make sure to document with photos that show the current condition of the property, along listing photos, so that Airbnb can properly respond and support their decision.
I received terrific support for which I am very grateful. The agents I worked with were not only responsive, but carefully reviewed my complaint and responded quickly and inappropriately.
J
J. Adriana Escobar · 1 review · Experienced 2026-07-02 ·
★★★★★
Do NOT book with Airbnb
Our Airbnb experience was a complete disaster from start to finish, and what made it even worse was Airbnb's handling of the situation. We provided screenshots of our conversations with the host, photos documenting the condition of the property, receipts for expenses we had to incur because of the issues, and clear evidence that the host failed to deliver what was promised. Despite all of that, Airbnb still chose to side with the host.
The host promised a partial refund for the problems we experienced, then went back on his word after checkout. We spent more than half of our vacation dealing with a broken A/C that left the home uncomfortably hot, had to go out of our way to buy a fan just to sleep, and wasted hours of what should have been a relaxing vacation communicating with the host instead of enjoying our trip.
When we reached out to Airbnb expecting a fair review of the evidence, we were met with dismissive and unhelpful customer service. There was no genuine attempt to make things right, no accountability, and no meaningful resolution. To make matters worse, Airbnb removed my honest review under the claim of "pressure or coercion," even though it accurately reflected our experience and was supported by evidence. Meanwhile, the host's review of us—which contained false statements—was allowed to remain.
This experience has completely changed my opinion of Airbnb. If guests can provide documented proof, photos, screenshots, and receipts, yet still receive no support while dishonest behavior is rewarded, it's hard to have confidence in the platform. I expected Airbnb to protect both guests and hosts by reviewing facts fairly. Instead, I was left feeling ignored, frustrated, and incredibly disappointed.
I would strongly encourage future travelers to think carefully before booking through Airbnb. If something goes wrong, don't assume the evidence you provide will be enough to receive fair treatment.
Reservations are July 16-20 in Manistique, MI. There are Canadian Wildfire smoke covering the entire state of MIchigan. In the area of the cabin, the air rating was 500-550, 0 being no pollution. Hazy at best, causing coughing, eye irritations. Host would not refund, full or partial, nor would allow to reschedule. Thanks a lot. Airbnb has a policy called Major Disruptive Events Policy that is effective regardless of the host's cancellation policy. Airbnb has given 100s excuses as to why we do not qualify when we absolutely do. The have us a $300 refund with is a tiny fraction of the cost of the reservation.
I have been an Airbnb Superhost, which makes my recent experience with Airbnb even more disappointing.
Airbnb removed guest reviews, claiming they violated its policies, but they never provided a clear explanation of which policy had actually been breached. Transparency should be a basic part of a fair review process.
On another occasion, I was asked to provide photos or videos of guests after they had left my property in an extremely messy condition. Depending on the jurisdiction, requesting or sharing such material may raise privacy and legal concerns. I found this request inappropriate.
Most recently, Airbnb cancelled a reservation, and dealing with customer support became a frustrating experience. Every time I contacted them, I was transferred to a different representative, forcing me to explain the entire situation repeatedly. No one took ownership of the case or saw it through to a resolution. It is difficult to understand why a single case cannot be managed by one person from start to finish.
The amount of time, stress, and effort this has caused has been unbelievable. Considering the substantial service fees Airbnb charges on every booking, I expected a far more professional, consistent, and accountable level of customer service.
Based on my experience, Airbnb has failed to support a loyal Superhost when it mattered most.
I had to cancel a booking because it was accidentally made for three people, but the property's licence only allows a maximum of two guests to stay in the flat.
Airbnb then charged me a £150 cancellation fee and blocked my calendar for the entire booking period, meaning I couldn't accept any replacement bookings. So I was hit twice: a financial penalty and lost income.
An absolutely terrible policy and a very frustrating experience.
