Airbnb

"I have absolutely been screwed by them. They left my wife and I went out of place to stay because we’ve been waiting two days on them to correct our payment method because they messed up. We’ve called them and talked to them and stayed on the phone all day, nothing all night, nothing. They haven’t reached back to us like they said they would. Every time I asked to speak to a manager, they would hang up on me. Their customer service cannot speak English. You can’t understand a word they say. Most of all, they screw us. I would not use this"

"€700 paid, no rental car provided, and no resolution from support I paid €700 for a car rental booked through Airbnb but did not receive a vehicle. To my understanding, I had met all the requirements communicated to me during the booking process. From my perspective, the booking process took place through Airbnb. I did not understand from the information presented to me that a separate company would be responsible for handling the booking and any related problems. When I contacted Airbnb support, I was referred to a third-party provider. I followed that advice, but the provider told me they could not help and directed me back to Airbnb. At the time of writing, the issue remains unresolved. Being referred back and forth after paying €700 and receiving no vehicle has been extremely frustrating. I expect Airbnb to review how the provider’s role and the rental requirements were presented during my booking, help resolve the complaint, and provide a clear response to my request for a full refund. Based on this experience, I would be reluctant to book a rental car through Airbnb again."

"This is the second time that I've dealt with Airbnb support and in both cases their compensation was laughable. It's not about the money - it's about the slap in the face. The first time I dealt with their support, I got hives from the place where I was staying. It was the first time in my life I got hives, and I have never gotten them since. In that case, they gave me, I think, 100 USD after I had to CALL them for a probably ~1000 USD inconvenience (had to go stay at a different place plus physical and emotional distress). The second time I dealt with their support was because the place canceled on me the day of check-in. I would have paid 700usd for a place for like 9 nights. Because they canceled so late, I had to find three different places and am now running between them. Never mind the extra cost because the only places left are expensive. For all this, what would you think is fair compensation? Well, they first gave a laughable 37 USD rebooking credit (as if I could find a similar place so late for just 37 USD extra; literally, their own AI showed me places 40miles out of San Francisco). But worse yet - the rebooking credit didn't automatically apply to my next purchase and expired in an absurd 5 days or something. Then I complained about that, and their resolution was 20 USD in compensation. Like, wtf are we doing here? Once again, missing the actual inconvenience by over an order of magnitude."

"I am a Superhost for 12 years. Case A124662977. Guest review states: "I believe Airbnb should remove this listing" — which is automatic removal under Airbnb Reviews Policy Help Article 13 (Reviews that instruct or call for removal). Case A124662977 + HMA9Y9JSXT denied 3x by support, specialized, and final escalation team. Today Executive team Kapil finally replied in writing: "it is their expectation, after writing this review, but the action depends on Airbnb. We do not take this as a violation of Airbnb's review fairness policy." So Airbnb now redefines "should remove this listing" as an expectation/opinion to avoid enforcing their own policy. Payout was granted because guest broke house rules and brought illegal extra guests in Egypt, but the retaliatory 1-star stays. Awaiting enforcement of own written policy. Publicly escalated @AirbnbHelp on X."

"Customer service has become an absolute joke. I have hosted for years and pulled my listings.... cant handle the stupidity any longer."

"My guest was stung by a scorpion concealed inside clothing in the bedroom of an Airbnb-listed property in Turkey. She required emergency treatment in Turkey and further hospital care in a second country after her condition worsened overnight. The host admitted in writing that scorpions had been encountered at the property before and that he ran a pest control routine specifically because of it — a routine that clearly failed. Seven weeks later: three different, contradictory reasons given by Airbnb's claims handlers for refusing the claim; two support chats closed without resolution; a request to escalate to a director that was simply ignored. The same day I warned I would escalate to Airbnb's executive leadership, support replied telling me to go back to the same claims handler who had already redirected me to Airbnb in the first place. The listing remains live and bookable today, with no disclosure to future guests of the known risk. This isn't about a large amount of money. It's about a company that says it puts the consumer at the core, refusing for seven weeks to simply take ownership when a guest was seriously hurt. Case A126380795."

"Having had serious reservations about them for years, this was the first time I ever used Airbnb, and it will be the very LAST! The property I booked was absolutely disgusting, filth, badly serviced, and terribly maintained. I was given an almost full refund by the owner, and agent, but I let the agent keep a small amount because the agent quickly found me alternative accommodation. Airbnb were the charlatan outfit who advertised and facilitated the terrible accommodation, and they took next to no responsibility for the illegal provision of this place. Under the Consumer Act 2015, accommodation that is let should be hygienic and fit for purpose. This place was far from that. Despite the majority of the price being refunded, Airbnb refused to refund their commission. They were quite happy that we were provided substandard and unfit accommodation, and felt it reasonable that they should profit from this. They are quite frankly an amoral, despicable, and vile company. I wish them no luck, and hope to see them disappear before I do. I damn them, and in particular their owners and management, to hell! I curse them. Do yourselves a favour, and NEVER EVER use Airbnb to let your accommodations or to hire them. I guarantee that at some point, you will regret having anything to do with them. Take note of the (85%) level of bad feedback on here... it really does mean something!"

"They allow the worst places to use their site. Zero accountability , zero fks given by them. And when you book for 3 nights and want to leave after 3 minutes because it's disgusting , they don't care. Airbnb are a joke"

"Reservation HMF8XFFCCY. We had to leave our rental the morning after checking in with our two toddlers due to severe dampness and mold odors that made breathing difficult. Airbnb acknowledged the issue, refunded the remaining nights, and waived the cleaning fees. ​In retaliation, the host posted a defamatory public review claiming we left the property in a 'messy condition' and publicly commented on internal AirCover mediation records. ​However, the host's own checkout photos submitted directly to Airbnb prove the house was left completely clean and orderly (empty sink, wiped counters, tidy bedrooms, spotless bathroom). Despite having these photos on file, Airbnb Senior Case Management refused to remove the review, explicitly writing that reviews remain on the platform even when 'supporting evidence may indicate otherwise.' ​Airbnb actively tolerates slander and retaliatory attacks against guests who report uninhabitable conditions. AirCover provides zero protection against hostile, dishonest hosts.""

"Most of these properties appear to belong to local councils. Some hosts are taking advantage of the system and making money from both the council and guests, while Airbnb seems to allow this to continue without proper checks and balances. Seriously, someone needs to take action and properly investigate Eason Stays. My experience has been extremely disappointing, and I would strongly advise people to be very careful when booking through them."

"Extremely disappointing experience with Airbnb Over the past six months, I made three bookings in Vienna through Airbnb, and unfortunately, I had serious problems with all three. In one case, I arrived at the property and there was no electricity. The host initially replied, but then became unreachable for hours. Airbnb support offered to relocate me, but first contacted the host. Suddenly, the host became available again and kept promising that someone would arrive shortly to fix the problem. Nobody ever came. As a result, I missed a concert and lost the money I had paid for the ticket. Late that evening, the host finally cancelled the booking. Airbnb essentially only refunded the accommodation cost and did not take responsibility for the additional costs and losses I incurred. On another occasion, the host provided an incorrect access code and then stopped responding for hours. I eventually had to book another place. The correct code was only sent in the middle of the night, when I was already staying elsewhere. Airbnb later refused a refund because, according to them, the problem had eventually been “resolved” — even though I had never been able to use the accommodation. My biggest disappointment is Airbnb’s customer support. They appear to deal with the issue, but when you actually need help, you are left to deal with the consequences and additional costs yourself. Based on my experience, I cannot recommend Airbnb. Too many problems, too little actual support, and ultimately the guest is the one who pays the price."

"Horrific experience as a host The customer services team are not remotely interested in protecting their hosts. I have had 2 sets of significant damage to my property in less than 6 months (£1,500 of linen, carpet and bedding damage in 3 days is apparently “usual wear and tear” when it was bleached, stained with hair dye and has a glue like structure ground into the carpet and taps left on flooding the property and requiring the property to be dried out and ceilings replaced) and apparently their “insurance” doesn’t cover either even when their customer services team on the phone say otherwise. Not worth being a superhost either - doesn’t change their attitude or willingness to engage reasonably with you and they are not worried about losing your property as a listing. Honestly some of the worst customer services I have experienced."

"We booked an Airbnb 8 months in advance, only for the host to cancel our trip 4 days prior to check in. We contacted Airbnb immediately and received no meaningful help. Customer support was completely useless, and we were left scrambling to find last-minute accommodations at significantly higher prices because of a situation entirely outside of our control. We were offered a room in a shared house 20 minutes away from our original private beach front booking and the Airbnb case management supervisor considered that a “fair and equivalent” replacement. Traveling with 2 young children while I’m also 6 months pregnant, a single room in a house with a bunch of other people would not be sufficient for our family. Leonard, the case management supervisor, made us feel like we were the problem rather than customers dealing with a last minute cancellation that we had no control over. We felt completely unheard throughout the entire process. I am extremely disappointed in the Airbnb’s customer service and the lack of meaningful protection for guests who spend significant amounts of money planning vacations around their platform. I’ll be booking elsewhere from now on and have encouraged friends and family to do the same and to pass it on. Id strongly recommend to think twice before relying on Airbnb for an important trip."

"We stayed at 12 Shelley Court, Exmouth, for 10 days and, unfortunately, the condition of the accommodation on arrival was considerably below the standard we reasonably expected from the listing. We travelled with our dog Molly, who is extremely clean and well cared for. Despite this, we found the property itself to be in a poor state of cleanliness. The carpets were visibly dirty, as was the sofa, and the kitchen, although it appeared to have been superficially cleaned, still required a proper deep clean. The condition was sufficiently concerning that we went to the local Tesco and purchased our own cleaning products so that we could clean the property ourselves. We also purchased our own covers for sleeping because we were uncomfortable using the bedding and furnishings provided. We have retained photographic evidence documenting the condition of the property on our arrival. The property also requires considerable maintenance and refurbishment. In our opinion, the carpets require professional cleaning or replacement, the walls require decorating and the furniture is dated and would benefit from replacement or substantial updating. The building has no lift, which is particularly relevant information for guests with mobility difficulties, and the building itself is showing its age. Following our stay, I developed a rash and sought medical attention after returning home. I am not asserting that the accommodation caused this medical issue, as I do not have medical evidence establishing causation. However, given the condition of the property, it is an issue I believe should be taken seriously. Complaint and compensation We raised our concerns with Airbnb. Airbnb offered a small reduction in the amount paid. However, considering the extent of the problems we experienced during a 10-day stay, we considered that offer inadequate and requested a 50% reduction in the accommodation cost. The owner declined to agree to the requested 50% reduction. For us, this was not simply a matter of expecting perfection. We paid for accommodation that, in our experience, did not meet the standard reasonably represented by the booking photographs and description. We were required to purchase cleaning products and additional bedding covers ourselves and experienced significant disappointment throughout our stay. Advice to future guests Based on our experience, I would recommend that prospective guests carefully consider the current condition of the property before booking. In particular, guests should be aware that, during our stay: * The carpets were visibly dirty and, in our opinion, require a thorough professional clean or replacement. * The sofa and other furnishings were not to the standard of cleanliness we expected. * The kitchen required additional cleaning despite appearing to have been prepared for guests. * We purchased our own cleaning products and carried out additional cleaning ourselves. * We purchased our own bedding covers because we were uncomfortable using the furnishings provided. * The walls and general décor would benefit from refurbishment. * The furniture is dated and would benefit from updating. * The building has no lift, so guests with mobility difficulties should take this into consideration before booking. * The property and building are showing their age and, in our opinion, would benefit from significant refurbishment. I would also recommend that guests look carefully at the photographs and ask the host specific questions about the current condition and cleanliness of the property before committing to a longer stay. Our review is based on our personal experience and observations. We have retained photographic evidence supporting the concerns described above. Overall, we would not consider this property to have been presented or maintained to an acceptable standard for a 10-day paying stay in the condition we found it. We believe the property requires a thorough professional deep clean, attention to the carpets and furnishings, redecoration and general refurbishment before it can provide the standard of accommodation we expected when booking."

"Think twice before you get an Airbnb. I created the account on the 19th made the reservations on the 21 around 2 in the afternoon before 8 in the morning next morning a medical emergency arrived. I'm a senior citizen on a fixed income. They bounced me back and forth between the company and the host telling me I do not understand how their policy works rather than trying to help me understand. They canceled and I believed they would refund my money. Airbnb refunded 9.68 and kept the remaining 746.02 for a service never rendered. They DO NOT ALLOW EXTENUATING CIRCUMSTANCES. Stay in a motel or hotel both the credit card company and Airbnb have terrible business practices. Everyone wants to keep the money when it was never theirs to begin with. Airbnb and Capital One have horrendous businesses practices they do not care about the consumer who consumed nothing."

"I stayed in an Airbnb with my friend in Paris this summer. On our first night, one of the hinges for a curtain came off (suggests it was broken beforehand), I flagged it with the hostess and it was repaired. Two weeks after our trip, i got a message from the hostess saying she was going to charge me £111 for the damage. I sent an appeal with airbnb as I felt this was very much over exaggerated . My appeal got declined. after looking back at the receipts the hostess gave me, I realised I was being charged for a rug, not a curtain rod, like she had said. I appealed again, stating that this was fraud, and included evidence. Airbnb rejected my appeal again. I called them, and they said there was nothing they could do, I would have to speak to someone higher up, I called again and was told that I should make another appeal. I tried, but have not been able to. I asked to speak to the specialised team, and was told they only spoke on airbnb appeals. This is a joke, how can a group of people be so stupid, it is clearly fraud! My friend and I are students, who don't want to have to split £111 for this ladys rug, which shouldn't need replacing. Don't use airbnb, and if you do, I hope you have a sane host."

"I had a very negative experience following an Airbnb reservation in France in July 2026. My stay took place between 19–26 July 2026. As a result of various damage claims made by the host, I was presented with a substantial bill. I repeatedly informed Airbnb that the evidence provided did not clearly demonstrate that the damage had been caused by me. Despite this, my objections and explanations were not taken into consideration. Throughout the process, I expected an impartial review, but the decisions made were entirely in favor of the host. As a result, I was asked to pay a total of €2,100 for damage and additional cleaning costs that I do not accept responsibility for, and the first installment was charged to my card without my permission. As a customer, my greatest disappointment is that my views and defense were not carefully considered. I expected a more transparent, balanced, and impartial review process from Airbnb. This experience has completely destroyed my trust in the platform and led me to decide to terminate my membership. I will no longer make any reservations through Airbnb in the future. I believe that the rights of guests involved in similar disputes should be protected more carefully."

"The stays I didn’t have trouble with went GREAT! There really are some good hosts out there and some really nice properties to stay at. My biggest issue has been with booking, hosts changing rules as the check-in date approaches, and the Airbnb default answer that it is up to the Host to provide a refund. My first issue with customer service was when I made an accidental booking. I cancelled immediately after, but the “rules” said it was a non-refundable booking. I had to go back and forth with customer service for a couple of days before finally getting my money back. My second issue came as I booked another listing in El Centro California with Mark and Katrina. The Host added new rules at the last minute. When I called him out on it, instead of rescinding, he proceeded to gaslight me. It took customer service to get him to rescind the new rules, but at that point, trust had been lost. We reached out to Mark again after speaking with customer service, and he never responded. That was when we cancelled the reservation. He’s quick to take our money, but real slow to respond to problems. Airbnb customer service is absolutely worthless, housed overseas, and has no authority to do anything for you. I am going to put viral reviews on Facebook and X next."

"A cautionary tale. Read the fine print. If you book and pay for an airbnb property in full and cancel after 48hrs you lose over half of the original payment even if the host rents the property out to another guest for the cancelled period. Meaning they get twice the amount. I will never use airbnb again"

"I contacted Airbnb support on Sunday about a safety concern at a property I was staying at alone in Thailand. The property had no outdoor lighting and an uneven path, and I am an older man who was new to riding a scooter. I was told a team member would reply within 1 hour. The next agent replied about 3.5 hours later. Over the next two days my case was passed between seven different staff. Two of them sent the identical "I'm going to forward your case" message. I was asked again for information I had already given, including the reservation code and what outcome I wanted. Replies often took 12 hours or more, and promised phone calls never happened. I asked one question three times: whether my safety concerns were justified and whether I could leave if the host declined. Nobody answered it. Instead, an agent contacted the host without telling me what was said. Since then, the host's staff have been unfriendly and cleaning staff were told to put a book in my room while I was staying here. The host resolved the lighting problem. I then asked repeatedly for the contact details of a manager or complaints team. I was told the agent was "well trained" to handle it and that ambassadors have "boundaries". Later replies only repeated the cancellation policy, which I had said I was not disputing. A safety report should not be treated as a refund request, and asking to escalate should not be refused three times. I would not rely on Airbnb support if something serious happens."