Airbnb Reviews

Customer service is an absolute fail. And I'm not alone, fellow Air BNB travelers have encountered the same.

My poor customer service was with one awkward and uncomfortable situation in specific. I checked into a home in Irvine that was far off from what was listed. I noticed kids toys and shoes everywhere when we walked into the residence. The man checking me in claimed only he lived there. He also stated he didn't have a key for me as he only had one. So he said to just to use the key under the mat, which didn't seem safe.

I left to grab dinner and my bags. Upon returning I found the key wasn't under the mat. I checked the door though and thankfully it was unlocked. I walk in to find the host naked, working under the kitchen sink. Really? I then go into the room to try and convince myself it's only for a few nights...then the mom and kids come home. At that point I realized this is very much not what I signed up to. It was a small 3 bedroom apartment with 2 parents and 3 children living there. Such things should be communicated in a listing. I let the host know I was leaving, and proceeded to my car to call customer service.

The rep I spoke with (that also claimed to be the manager, so the buck stopped with her), was less the understanding about the situation. When I explained the awkward scenario of walking into the home only to find the a grown man indecent and working on the sink, she proceeded to state that I'm renting only a room not a whole home, so it is what it is. Really?

I then stated the issue of no key or safe access to the home. She asked if I took a picture... of what I asked, no key under the mat? I then said I just wanted to cancel the booking and would find an alternate place to stay...now at 9:30p mind you. Well I got a partial refund, but Air BNB only refunded me 1 of 3 nights because I canceled after check-in. What? Even hotels only retain 1 night's stay when you cancel last-minute with them.

After several wasted emails back and forth with the rep over the next several days, she finally suggested I ask for a refund from the host. I did this and was able to get back the 2 night's cost as well.

It is obvious customer service to the guest is not a priority. This evidently holds true for indecent exposure, unsafe circumstance, and inaccurate listings. And good luck if you're calling in to speak with someone. I called yesterday and gave up after being on hold for 30+ minutes. Here I am again on hold at 27 minutes and counting. And I'm only calling because I booked a room only to have the host request to cancel it on me, but is asking me to cancel it which counts against me not them.

I would not recommend this site to anyone. To start off, I had booked an apartment for 5 nights, and was lied to about many things by the host. She had told us there would be visitor parking because we had two vehicles and when we got there, there was no extra parking available anywhere nearby. We had to park about 10 minutes away from where we were staying. Not only that, but the host had left no dishes, or basic kitchen equipment, and was unresponsive. On top of this, the place smelt like a gas leak and there were electricians working outside the building as well.. so we were there for about 2 hours and we left because the smell, along with MANY other things was horrible.

The same night I called Airbnb and they told me they would try speaking to the host and see what could be done, and the host declined to give us any of our money back. I then received an email saying my case had been closed and I would only be offered a $100.00 which was ridiculous since I did not stay there for more than 2-3hours. Originally, I needed a place to stay because we had some damage done to our house and I was unable to reach out to Airbnb in the required 3 day time because I was dealing with house stuff. When I tried to login again to my account, it would not let me login so I called Airbnb to discuss this situation. They advised me that somehow my account was cancelled and they could view the reservation but were unable to do anything so I would be receiving a call from a manager or supervisor. I waited a few days and I received no phone call, so I followed up myself. I then spoke to a person who said she was unable to authenticate me because my number was no longer on file.. and then she transferred me to her supervisor who was so extremely rude it was unbelievable.

Turns out that the employee that told me someone would call me back had deleted my number from my account so there was no way to authenticate me. The supervisor kept telling me that he could not do anything, he repeatedly kept saying I am sorry I cannot authenticate you and That s exactly right you can talk to whoever we cant help you. I told him I had all the emails and confirmations of my booking and he repeatedly refused to help me and told there was no way I could not retrieve my account.

So all in all, I was out $960.00 without having even stayed one night at this place, my account which had been verified with my IDs had been magically deleted, I had lost the credit I received, and I was told I would not be able to speak to anyone about this reservation because its equivalent to not existing for them due to account deletion. On top of that, the manager refused to help me, or find a solution for this problem given I had all the documentations I could possibly need to verify my booking. Instead he refused to let me speak to anyone and kept telling me no one will help me. The experience was horrible, and the customer service made it 100x worse.

I will never book with through Air BnB ever again.

My Airbnb account was suddenly deactivated! I called several times. Gave them all of my payment methods and a receipt from the last Airbnb we stayed in. All of the reviews of me as a guest have been very positive. They claimed I had "broken" the Terms of Service but would not tell me how!! They said they emailed me to warn me of this decision but I have not rec'd an email from THEM. They pretty much own the market on vacation home rentals..a monopoly. Now I cannot stay. We remodeled our house next door after my FIL died and had planned to Airbnb it. Not now! I have not violated the TOS...but if you read them they can deactivate a person for anything they decide is relevant with no way to defend it...and they make that clear. Who reads the TOS on everything? Unbelievable.
They did tell me it was a tech error on their part and a senior official would contact me. From researching Airbnb online...that is not going to happen.

I was a frequent customer of Airbnb until I had to experience the most hostile, bizarre and incompetent customer service of my life. I would rather sleep in a rental car than ever even consider using airbnb again. They truly do not care about their customers.

Friend who works there let me come visit. Really cool layout. There conference rooms layouts are based on actual Airbnb host living rooms. Free meals for all. Free beer and wine.

hold times on the over 1 hour to get through day oir night 7 days per week...ridiculous!

AirBnB HQ is almost as cool as the company itself. Everything is designed to put you in a different world. It's really a wonderful place to check out and get a coffee.

Non cancellation Non refundable is a normal practice and should be adhered to. If you want to refund guests then do so out of your own pocket, not hosts. Just like your $1 mil policy to protect hosts is non-existent so are your care for your hosts or guests. Your reveiw system is broken especially when guests had a great time and told you multiple times how much they love your place, but realize they got caught sneaking in 10 other people and they are asked to pay for them when they call you about a "leak" so you send a plumber who happens to let you know about the extra people and that they broke the tub and the water was gushing downstairs while a drunk guest was taking a shower, caving in the ceiling....no matter how many pictures, how many witnesses, you drag your host around the merry go round never to be paid your insurance policy. And let the guest leave a 1 star review. Rulebreakers should be kicked off and not allowed to leave any reveiw. If I hear "No worries"one more time I am going to vomit through the phone, when and if you ever answer. It appears to be FRAUD, but that is just one of my many negative EXPERIENCES.

Untrustworthy, careless company, the worest costumer service ever, they don't even care to reply your email... I would never book throw them ever again. . .

Awful experience. back of sofabed failed to go down, we figured there was a hidden button, and left as it was. Host claimed for a new sofa, and AirBnB charged our credit card for it. No appeals process, they just do what they want. Renter beware.

the real face shows itself in the corona crisis. Help pages cannot be found, contact is not desired. Help chats are closed by bots, after that the rules have changed and there is no refund. Instead, just phrases. You won't find any real customer service here. In my opinion AirBnB is a parasite without its own service.

Airbnb does not protect the guest. The host has a million dollar damage policy. They can cancel within 48 hours from your arrival. But as a guest, once you book, you are locked into the deal. If you show up and the location or place is not what you expected, your only recourse is to complain. It's very uncomfortable to be trapped in a stranger's home. Their guest refund policy doesn't really exist. It involves begging the host to let you out. And even if they do, Airbnb will not guarantee you another place or that you can pay what you were paying.

I told them I felt unsafe in the neighborhood and they said the host is not responsible for anything outside the house. When I mentioned the ad said full kitchen and listed all the things it didn't have, they said full kitchen can mean different things. At every turn they defended the host and his money. The funny part is, Airbnb never steps foot inside a rental property to approve it.

They claim to be a third party. They are like Ebay years ago. Remember buyers were getting scammed. They would buy something and get a picture of it. For a long time, Ebay said they were a third party. Finally, they had to offer a buyer's guarantee. Now Airbnb needs to offer guest insurance. If the place is not as advertised and promised, guests should be guaranteed another place for the same rate or their money back plus ten percent. This way they can afford to pay for a rental at the last minute. Right now hosts can advertise any way they want, charge what they want and hold you hostage because they already have your money.

Hosts are great, and the platform is fine, until you really need them (when something goes wrong), then you find out they're much more interested in doing the legal minimum (which their Terms of Service specify is almost nothing) than doing what's fair.

Appallingly, their first instinct at taking care of our issue (Verified Superhost canceled our reservation right before our stay- Airbnb and host both say the host was an illegal operation, but they're still listed on the platform, and labeled a Verified Superhost) was to see how much money the next host would be willing to give up. Really concerning that they don't seem to have the best interests of either their hosts or customers in mind.

I'd stayed with hosts 50 times previously, and had great experiences with hosts. A bummer to find after all that time that Airbnb the company cares only about minimizing their exposure, not taking care of anyone. I'm sure it boosts the metrics in the short-term.

I've heard that VRBO puts more effort into actually fixing things when they go off the rails.

They ruined my family holiday vacation. Airbnb is extremely unprofessional, unhelpful and a complete waste of time. If you have am issue you might as well count your losses. Everyone is programmed to say the same things over and over again.

In March of 2017, we booked a family vacation to Corpus Christie, TX. Less than 2 weeks before our trip, I woke up to an email that our trip had been canceled. The hostess for the home we had booked (Olivia), informed me that the owner of the house had sold the house. I was obviously HIGHLY upset, as there is no way to find something else affordable for 12 guests that short notice.
I called Air BNB and spoke with Ray at customer service, and explained our situation. I told him that it was my expectation that the company find us a comparable place to stay, and that any difference be covered by Air BNB due to the last minute nature of the cancelation. Much to my surprise, Ray was able to work some magic and make this happen. It was a considerable difference in cost, and they were able to cover it for us and our trip is now salvaged.
Thank you Air BNB, you have a customer for life after today.

Just encountered a little problem, spoke with Kat & she resolved it with-in 1 1/2 hr. pertaining to a full refund Thanks again Bill

I went to a conference in Melbourne, and stayed in a living room for a night in a flat for $36. The landlord was very accommodative, and the best experience was pleasant. I'll definitely look into Airbnb again if I need short term accommodation.

When I got confirmation of the reservation, it was indicated "Cancel before 12 pm on 7 August and get full refund". I have this email from Airbnb.
Now when I try to cancel, Airbnb system informs "Full refund minus the service fee".

It is not honest! Please contact me asap!

Your long term cancellation policy is a scam. How a lawyer hasn't jumped on this yet for a class action lawsuit is beyond me... The traveller cancels, the host gets paid and then the nights open for the host to book to others. Essentially the host can make double the money. The traveller should only be on the hook for what doesn't get rebooked.

I started inquiring with airbnb about a fraudulent charge on my credit card 3 weeks ago. (I should note that I do not have an account with airbnb.) I have made 3 phone calls and numerous email inquiries (usually have to wait on the phone for 45 minutes to get through), and have received NO INFORMATION and NO FOLLOW UP. Not a single phone call, not a single email response. The contact center can DO NOTHING but put in a ticket. I initiated a formal process of dispute with my credit card. Guess what---they are waiting on a response from airbnb...

Wow this might just be the most impressive office in SF

We have been hosts since September 2015 and a Super host for most of that time. Everything has been just wonderful until recently. Now to the tune of $3K plus they have started holding our payouts. They are claiming they have to escalate to the security team. That's nice: but don't tell me that, then do nothing. They are very polite on the phone but have absolutely no escalation process. I just spent 45 minutes on the phone and was promised, like last week, that they would get back to me. If I communicated with my guests like that i would not be rated at 98% 5 stars.
Hopefully tomorrow they can fix this as I cannot provide 5 star accommodations to my guests for free. An explanation for this level of customer service needs to be forth coming as I cannot continue to recommend Airbnb to friends and colleagues who have also started to host.
I'll apologize to the future reservations we have now because if I am not paid out or at the very least get a real explanation I'll have to start cancelling the many future reservations I have booked for the rest of 2017 and 2018.

Cool office of one of the best companies for rental housing.

Surprised to see all the 1 star reviews (not really, people love to complain after not reading details). Have stayed via Airbnb multiple times and have always had great experiences! Plus their office is super neato

After 2 years of hosting and traveling and using the app responsibly and graciously Airbnb now requires me to take a MUGSHOT (aka a "clear front face picture") of myself and upload it in order to continue to use the app. I am still prevented from booking and hosting until I agree to take the mugshot because they claim that my profile pic "isn't a good match anymore" with the picture on my ID that has been on file since I opened the account. This IS THE MOST INSANE REQUIREMENT THUS FAR AND THE MOST BRUTAL INVASION OF PRIVACY YET.
WHY IS AIRBNB ACTING LIKE A POLICE OFFICER? Having an ID on file is not enough anymore???? Where is this going to end? A sample of DNA is next?????

The only phone number I found was linking the email inside a reply from a client.
So to get tech support it sucks on your part on your website.
I can't do instant booking because when I link my VRBO calendar somehow your site always shows the current day as available. I got 3 instant booking requests Friday, 3 Saturday, and one today. Now, i can't do an instant book because I have to now put a 1 day notice in so it blocks today's date. So now when I approach my available dates, if there not already booked, I have to manually go back to your site and turn back on the instant booking to make it available. Then turn it back off before my next booked guest.
The system sucks right now. Yes I will remove this post if you make some changes.

I gave AirBnB a 1, but wish I could give a zero. Promises during Covid-19 unkept for super hosts and lousy support provided by offshore resources without the ability or authority to appropriately address a co cern. I d love to be contacted by an AirBnB executive to discuss my experience but doubt they have the courage to call.

Horror in Barcelona,
Airbnb is a great idea, but not bulletproof. They have no idea how to handle an emergency; I was left stranded with my family in a strange city in the middle of the night. Keep in mind Airbnb places are individuals, not a corporation, they don t care about your safety, they don t have repercussions, no one will get fired, no accountability, they don t report to anyone, they will never see you again. I had used Airbnb in the past because of the convenience and price. However, how much is your safety worth?
If you decide to book on Airbnb anyway, make sure you have plenty of money to use in case you have a situation like mine, additional cc s to use, they cannot even return a phone call, I might have to hire an attorney just to get my money back.

I have had several issues with AirBnB. I am currently dealing with representatives who show blatant disregard for my safety as a customer. I have had to find alternative accommodations for an extended stay in Italy without refund or even an avenue for recovering some of the money I lost due to unsafe accommodations offered through AirBnB. This company has failed tremendously, taking zero responsibility for its offerings and its customers. I am highly disappointed and expected more.

BE CAREFUL of Airbnb! They remove negative reviews of properties without your consent. This can leave potential travelers without crucial knowledge about their surroundings. We rented an apartment in Naples, Italy. Within 1 hour of parking our rental car on a busy street, in front of 50+ witnesses, it was stolen. Right in front of the apartment. Sounds like a high crime area, right? Would u like to know that information before staying there with your family? I would. Airbnb apparently doesn t. After writing my review, Maria from customer service called me to investigate my statement. Long story short, she removed my review without my consent. I have complained to her supervisors & their response is...........crickets...........
Now some poor unsuspecting family will blindly rent this apartment & what will befall them? And if they write a negative review, Airbnb will just remove it. DO YOUR OWN RESEARCH of areas u will be visiting. DO NOT USE AIRBNB for information, it s heavily edited.

Very cool office. Stop by if you find yourself in the area. It seems inside you can even have lunch without being an employee.

2 DAYS PRIOR TO A FULL HOUSE RENTAL IN DENVER FOR MY SONS WEDDING,THE HOST SENDS AN EMAIL SORRY CANCEL GET A REFUND IN 5-15 DAYS..WE BOOKED FOR AND PAID FOR THIS HOUSE IN JANUARY. WORST CUSTOMER SERVICE WORST EVERYTHING . THIS HAS LEFT US SCRAMBLING TO FIND A SUITABLE REPLACEMENT FOR MY FAMILY. AIRBNB CUSTOMER SERVICE IS ROBOTIC.

Bunch of crooks. The host cancelled my booking several hours before arrival and got NO penalties. STAY AWAY

It is NOT impossible to get a human on the phone. I just got off the phone with them less than two minutes ago. I just googled "AirBnB contact phone number" and dialed the first number I saw.
This is a great service. We have been guests, and we have started hosting. We have yet to meet a single person through AirBnB that was not considerate, respectful, and kind. We have met people from Singapore, Poland, mainland China, Taiwan, as well as from other areas of our own country. The website is easy to work with, the fees charged are below minimal, and it has overall been a lot of fun!

The worst experience ever. I've always used VRBO and have had great experiences!
This site makes you give your credit card info before you can even find out if you can book a place. Some get back to you and others don't. There is no need to take my card info if you aren't going to rent anything. I didn't hear back from one person but I was afraid to book something else because she had my charge info and I didn't want to get double charged. I will never use this site again.

THIS IS A TERRIBLE COMPANY. Their website and employees promise one thing but they do another. PAYOUTS TAKE OVER A WEEK. They say that they process a pay out within 24 hours of a guest checking in. My guest checked in on Sunday and the payment was not sent until Wednesday. I asked for an ACH which, normally, takes a few hours. They didn't send the payout ACH. I called for assistance and was lied to several times. The supervisor, Michael, told me that there was a problem with the guest's payment. I had verified weeks earlier that the payment had been received in full. Then, he told me that there were no managers to speak with me and refused to provide a number for their corporate offices, though I repeatedly asked for one. DO NOT TRUST THIS COMPANY!! They still owe me nearly $13,000 for a one week stay.

This app based company has zero technical support and the customer service number can only email tech support. A site cancelled on me over three weeks ago and I still haven t received a refund. When I called and asked about my account was suspended for security reasons.

You can just walk in here and hang out in the wide open lobby. Plenty of sitting and table surfaces!

Extremely beautiful office. All of the conference rooms are modeled after actual Airbnb listings

Horrible customer service is only a exaggeration due to the fact it doesn't exist.

Let me start by saying that no one could have predicted the long-term travel effects of Covid 19, so I understand that AirBnb is *probably* doing their best. However in February we booked a 12 day trip to California for my sister's wedding in early June, and unfortunately in April she found that she had to reschedule her wedding due to Covid restrictions. We were able to get our money back (or credit toward a future reservation) with every other entity, Hotels.com, Sixt, and Delta with no trouble. AirBnb seemed to have great Covid extenuating circumstances but at the time they did not include our travel dates (only to the end of May). In late April we contacted AirBnb to ask them what we should do, they said that since we weren't eligible for the Covid dates we could ask our host for a full refund even though they weren't required to give us one. Our host was *amazing* and agreed to a full refund no questions asked. AirBnb told us we just had to request a cancellation and they would work out our full refund with the host. A few days or a week or so later we found we were refunded only part of our fee, and called AirBnb to ask. After hours on hold we finally were told "Not to worry, we will take care of this since it was due to Covid, we'll have our "special ops" team get back to you." Never heard anything, followed up again, was told the same thing "wait for the rest of your refund, don't worry." Eventually someone got back to us and told us "you didn't get your service fee back because you cancelled outside of the Covid extenuating circumstances dates." WE KNOW THAT! We asked them what to do since our check-in was 5 days after your close out dates, and they told us to request a full refund from the host, with no mention of not getting our service fee back. Then we come to find out that days after we cancelled our reservation - *they extended the extenuating circumstances dates to include our travel dates!* So if they had just told us to wait, we would have been fine. And if they would actually have any compassion they would just give us the service fee back they wouldn't lose a future customer. Again, it's not about Covid - it's about their lack of communication and customer service. Never again, AirBnb.

I had an issue with the location because the address on the hosts end was not accurate to the one on her page and it was not safe. Instead of providing an address she sent me pictures to get there, there wasn t even a road and I had to cancel. In the review I wrote what was wrong with this place and the host updated her information after she read my feedback so she won t get in trouble. To make the story short Airbnb will not help, they believe the host 100% and they will always doubt the customer. After all the information I provided them they advised me to take a screenshot of everything on my next trip to ensure It won t happen again. You will never win and they blame it on you. Airbnb is only beneficial for the hosts and the clients are worthless to Airbnb. They don t have a number to call and They ignore you in the chat, I had to open 3 chats in order to get help . I won t be giving this place another shot, it s fraud. Not all hosts are bad but you have to try your luck. At the end of the day, you won t get your make your back unless the hosts agrees.

I echo the comments of others about poor customer service and there should be a class action lawsuit for all the theft by AirBnB. Also, watch out for host Joy in Portland, Or with the Wow View listing. The room has no view, there s no lighting or sidewalks if you have to walk there, and you will smell the host s smokey cooking and hear the family right next to you despite the claims of privacy. They will give no refund for these details left out of the ad and AirBnB will remove any negative host reviews you make.

Airbnb is a scam. I have fraudulent charges on my account from them and they do not even offer a phone number to speak with a person unless you create an account. I created an account and I still couldn't speak with a person! Save your money folks, this place is no good!!

I work here and the offices are the best I've ever experienced in my career.

One of the most beautiful offices I've seen in my life. The wide open space in the middle creates this amazing airy experience like none other. I love the big glass windows that overlook the city, the meeting rooms styled like real-life Airbnb's and the balconies that just hang seemingly in the air :)

airbnb mentioned instant booking on their website for a vacation rental near Disneyland and I tried that, I put my credit card info , the website said, temporary out of order, then put my paypal id, website said I need to verify through email , what the heck I do not know, I called their customer service, nobody responded, just music, this is just NONSENSE, PURE BS, NO CUSTOMER SERVICE, WILL NEVER USE THEM AGAIN , THEY ARE JUST PURE NONSENSE !

Stay away from AIRBNB. They have the worst customer service. I booked a place with pictures misrepresenting the location. The place was dirty and run down. The walls were very dirty, the apartment had a bad odor and had trash under the beds. The bed linens were not clean and had a bad smell. The bathrooms were not clean and when I initially got in, the toilette had debris from previous use. The apartment has a dumpster at the entrance with trash around it that gives a bad smell to its surroundings.
The host did not provide all the keys to the bedrooms. I had to look for them for about 30 minutes. I found 2 out of 3.

I was not able to stay at that place.I had to go look for a hotel.

When I asked for a full refund I was not granted the refund.

I posted a bad review of that place and I still don't see it posted. AirBNB is suppressing bad reviews and that's why I was initially mislead into booking this place.

The place
that I booked is 1291 Schaub Drive UNIT A,Raleigh,NC 27606. The host name is Chris Bryan.

Just had airbnb cancel upcoming trip for no reason and then when you call in there is noone who can do anything for you. You have to wait to be called back by supervisor. Terrible customer service!!! I would give 0 stars if I could!!!

They're unorganized it took over a month to receive a refund that was due to the host false advertising which they aloud. I had called then, everyday and they still gave me a run around. I do not recommend this company I recommend home away or hotels. They were disrespectful and not helpful or professional. They caused a ton of frustration and are untrustworthy.

The highest rating of the hosting is the number of regular customers, but not in airbnb. This is the site of glamor enlarged photos. Of course, airbnb does not live there, it is important to break the client by 12% without guarantees and obligations.

this company is like a scame, they have the worst customer's service you could ever imagine, No care, No morality, No good attitude, They would confirm an accommodation booking few days in advance which would be paid off and Charged already, once you fly and go your booked Confirmed accommodation, you would receive an email saying that your booking was canceled and right after that they would block you from being able to log into your airbnb account, how in the world this can be possible?? Thats what happed to us.....

What is WRONG WITH YOU PEOPLE IN THIS SCAME COMPANY, the booking was confirmed, the credit card was charged, then WHY just before move to the confirmed booking accommodation YOU just simply CANCEL the booking, AND BLOCK the ACCOUNT, SO HOW WE CAN CONTACT YOUR MOST LOW QUALITY WOREST CUSTOMER'S SERVICE EVER?????
Can YOU EVEN ANSWER THIS QUESTION ????

I FINALLY FIGURE OUT THAT that best thing to do with this scam company is to delete their app and tell all the my family and friends about how bad this Untrustworthy Careless company so every one would just stop using their service.

I DO BELIEVE THAT WE ALL CAN MAKE DIFFERENT, We CAN make this company respect us as customers and respect our consumer rights, if we all stick together and START telling everyone around us about this company, and how bad this company is to make everyone stop using their service, if everone stopped using their service, by then they would wake up and realize that they are actually existing ONLY because of us as customers, we pay them to exsist, so once we all stop using their service, they will start to respect and treat customers the way they MUST be treated with respect and care and dignity...

At the end I would say, don't waste your time with this company and their useless app,,,,, they will never help you out or even protect you or assure your accommodation ONCE THE GOT YOUR MONEY, so its up to you to believe or not...

Finally this message is for ALL OF YOU in this "AIRBNB" company,
GO F* YOURSELF and then STICK YOUR APP, YOUR BOOKING, AND ALL YOUR WEB SITE UP IN YOUR A**,,,, YOU ARE GOING DOWN.

they are ok if you have no problems, otherwise they are arrogant jerks who keep telling you they love you. Their service and support systems suck, they repeatedly state to contact them via email or phone but don't list the phone number or respond to emails. You have no choice but to agree to a 75 page agreement in which they state you can't sue them and you have to agree to arbitration which must start via a demand letter, but no address is provided to send the demand letter to! My advice, if you have a dispute is to pursue it via paypal or your credit card company.

I m in nor cal. Booked a lake house and the air quality is very unhealthy. They won t refund me. I ve tried calling and explaining the situation that we can go on vacation in the home cause the current air quality due to wildfires. They told me sorry it s not an state emergency or the house isn t in fire area. No but I need to drive to it and the home is in extremely unhealthy air quality. This is not okay. This is a scam and they are robbing me of my money !!!! I m in nor cal and fires all around. I can t risk my families life for a two night stay.

I wish I could give no stars. Airbnb are awful and I urge anyone thinking of booking with them to use another vendor, such as VRBO. My wife and I had booked a condo on Grand Cayman 6-8 months before travel. We paid the 50% deposit. Nearer the time my wife contacted the host to enquire about paying the balance and she replied that Airbnb would automatically take the payment 1-2 weeks before we travelled. Airbnb apparently tried to use our on file payment method but for some reason they could not process it. They did not call us or use the primary email address to inform us, instead they cancelled the booking and by the time we realized (their user interface is awful) the host had relet the condo. Their customer service was unhelpful to say the least and we were left with nowhere to stay 4 days before we travelled. We were fortunate to find another condo via VRBO (paid the $6k on the same card that there was a supposed issue with) so have somewhere to stay but Airbnb are now refusing to refund our deposit of nearly $3k! I am beyond disgusted!

Not worth (1) star anymore in my opinion. I really felt this company had my back at first. Only to be completely blindsided by them with terrible customer service and lack of doing anything. I will never give them any money in any way, shape, or form. Although I will tell every person I know not to use their service. Thanks for taking the time to read!

Airbnb is worst company I have ever dealt with. They say they will reimburse you up to $100,000 in damages or stolen property but that is a LIE they will not give you a dime and they will continue to allow thieves to book Airbnbs. I ve already filed a complaint to the BBB.

Airbnb is a cheated company... as a host, they are not release my money even though the customer has stayed at my property and paid directly to this company... this company just neglected to my feedback..they still hold my money and wont release it....beware and please be careful everyone

Totalitarian. No recourse against client scams. No support even though excellent reviews. Go another route to advertise your place. They will take away your livelihood without a fair hearing.

Don t be fooled they treat hosts awful. The deposit is a joke and good luck trying to claim damage to your property. They allow bad travels to keep creating new profiles.

Airbnb wants to make money only, in our region Ibiza they charge 22% service fees (from host & guests). If you really need them they will let you down!!! Never trust this company to stay safe!!

One of the best head quarters I've ever been to!
Love the place!!

Airbnb needs to invest heavily in customer service training and up its commitment to hosts. They own nothing, so their only real asset is the satisfaction of those who host and book.

Come on, Airbnb!

They are getting BIGGER and seem to be forgetting the people that helped make it possible. I'm watching them shamelessly disregard the hosts that make their business possible. Their customer service reps are rude, entitled, insanely uneducated and ironically disrespectful. This tech based "middle man" has taken a tyrannical turn toward exploiting the dependency created when hosts begin to rely on the meager incomes generated when "sharing" their homes. I hope this company takes a quick look at its short history, they're loosing it FAST :(

I booked two nights stay on Airbnb platform. I stayed one night and then Airbnb asked me to leave immediately. Then, they have promised me they will refund one night fee to me. But they didn't. The host told me she didn't get any income from my case, Airbnb didn't give her. Don't use Airbnb! No matter you're host or customer, you don't have any guarantee!

Host say that we can cancel with refund because we are not allowed to enter the US and after cancellation she refuses to make the refund. It's Maria in NY. Send the communication with her to suport of Airbnb but they don't care. Honesty in their values don't count obviously.

pretty. It is good to take pictures and it is a different atmosphere.

not a review of the HQ but the extreme lack of customer service (can't find another way to review the service).

Good luck getting help if you have a problem. Hosts seem to be bound by the rules of AirBnb and can't help you, even if they want to. There's no customer service link for renters. The red tape has exploded tremendously in the 5 years I've been using them, and not in a good way. This used to be a wonderful alternative to hotels but after the trips I've already paid for, I'm out. They should change their name to Air BnBS.

This business is a scam and is taking advantage of travelers during COVID-19. They refuse to refund money even though travel has been banned to various countries. DO NOT use anything related to Air BnB, they will steal your money!!

Hi. I am incredibly frustrated and am hoping you may be able to help. I am in Australia and all of my dealings with Airbnb go to a call center in the Philippines. I have a luxury 2 bedroom beachfront apartment in a resort. We have been with Airbnb for nearly 3 years and in that time have averaged 4.9 stars. We have been Super Hosts since we started (I think it was after the first 3 months of qualifying.). I had 2 cancellations in a 9 month period. One was for maintenance - it required 3 full days work and I had to cancel the guests booked for that time. The other, about 9 months later, was due to a mix up with auto book. This was our fault, but an innocent mistake. We had our Super Host title taken away, even though we were not aware of the rule, nor did Airbnb in the Philippines contact us at any stage. I have been trying for 3 weeks to talk to someone in the Philippines about this and sort it out. We would be in the top 5% of hosts - the unit has everything including free WIFI, cable TV, fully stocked kitchen, laundry. In fact we help friends who want to put investment properties on Airbnb by providing a list of all of the "extras" to ensure guests are delighted. We have stayed with Airbnb throughout Italy, all Super Hosts and none had anywhere near the inclusions we do. In 30 plus years in business I have never dealt with any business as frustrating as Airbnb. They say they will contact us but never do. The Case Managers have no experience in hospitality. I own and ad agency and had the Ritz-Carlton account for the 10 years they were in Australia, In the 3 weeks since losing our Super Host rating, we have not had 1 inquiry. In April we had just under $7000 and we have run consistently at 70% occupancy. The time and effort we have put in is not understood by the people in the Philippines. I will send you a link to our property so you can see the reviews we have had over the past 3 years - every one of them exceptional. Yet I am stuck dealing with the most incompetent, arrogant and dishonest people I have had the misfortune of dealing with in over 30 years in business. This is a $1 million plus property and a business for us in property investment. In addition my daughter was assaulted on her way to work at 7.30 am in Melbourne. It was major news in Australia, making the front page of our largest national newspaper as well as two of the major free to air TV networks. The perpetrators had been at an all night party at an Airbnb property. (There will be legal action). I have just put the property up for permanent rental, the time, effort and money spent to make it a 5 star property is not worth it. You have a major problem with the Philippine call center. 21 days I have been trying to get an answer - but what makes it worse is getting messages saying ":I will phone you tomorrow" and then you never hear from them again.". I was interrupted typing this by a phone call. A plastic surgeon saw our ad for permanent rental, knows the resort (it is quite famous and regarded as one of the best) and he is going to rent the unit long term. You can thank the clown in the Philippines for losing one of the best properties you will ever have. I am going to contact the past 100 or so guests and let them know the unit is no longer available and tell them why.

I had been a big fun of airbnb for years. Whenever I travel by myself or with friends. Airbnb had been always our first option. But I recently had the worst experience with the company and the host! I made a reservation for one night staying in Santa Barbara on 04/22. I messaged the host few days ahead of the trip on airbnb and didn't get any reply. When we got to Santa Barbara, I called the host and of course he didn't answer. Texted him and asked when would be the best time to check in. Then probably an hour later he told me that he had an emergency and the room was not clean. So we could either stay in the dirty room or cancel the reservation!!!Of course we would choose to cancel. He said he would contact airbnb to cancel it and ask me to BE PATIENT. Okay, we ended up booking an expensive motel with the double price because the last minute cancellation! I called the host again asking for the refund at night, OF COURSE still no answer! I called airbnb at least 3 times , followed their voice instructions ,waited 40mins in total and couldn't get through!!!Found out online that they don't have 24 hours hotline. How come they don't mention this at all on the auto voice instruction?!!Finally,the host got in touch with me saying that he really had an emergency, his aunt was very sick in the hospital. He sent most of the refund to airbnb and sent the service fee that charged by airbnb to my Venmo account. I don't know if he was telling the truth, if it's the truth I feel sorry for him. But it doesn't mean what he did was right. Anyways, the worst part was dealing with Airbnb! I have called Airbnb 3 times asking for my refund in the past two weeks. All they told me was the case would be taken care of by another department, there's no way I can get in touch with this department, all I can do is to wait for them to contact me!!!!! And I don't even get to know when they would get in touch with me. This is so ridiculous and disappointing! Airbnb has the worst customer service ever!

Really great customer service experience, Rhea sent multiple personalized messages to make sure that all my questions had been answered. Feels good to be treated like a human

Avoid this company at all costs. They allow fraud and profit from it. My card was charged for a room in Asia by someone with a completely different name and a jumble of letters for a yahoo address. When I disputed the charge with my credit card company Airbnb presented the information that clearly is not linked to me and pursued back. I don t even have an account with them. Avoid these fraudsters!!

Some of the most inconsistent policies and lack of customer service I ve seen from a company of this size. Not a company I d do business with if there were other remotely comparable alternatives.