Airbnb Reviews 2,271

Air bnb booking has become a nightmare. They only contact me at night. Sending messages at 1:25 and 3:30 am. And asking me to reply within 30 mins. This is unacceptable.

My host cancelled my accommodation. Refund takes two weeks.

Then when I found something that met their criteria to use credit to rebook their staff was unable to help me book it. So after waiting almost a full day for them to contact me I booked it myself. Then they said I had to cancel and rebook to apply the coupon so I cancel, but then the price went up. I spoke with the host and they applied a discount but not the same as the first booking.

So now I’ve paid additional $ for a new booking.

I don’t know what to say. I’ve spent hours trying to sort this out and now I’m paying more for a house that is further away from my conference. I’m am furious by their lack of customer support and communication.

Absolut catastrophy. My partner was bitten by bed bugs in our vacation stay. We informed airbnb about it, send pictures of the bite marks and they said that we have to take pictures of the bugs themselves to qualify for a refund. Of course it is very hard to take pictures of a nocturnal bug that hides inside of mattresses. We said that they should at least sanction the host but they didnt as the host claims that everything is pest-free, which is not true. The flat is already booked from tomorrow on and the new guests are going to run into a pest infested bed because of airbnbs "policy". Criminal

"Automated listing removal despite guest admitting fault"

We have been hosting on Airbnb for several years and had more than 20 consecutive 5-star reviews with no incidents.

Recently, our listing was scheduled for permanent removal based on a single guest complaint. The guest later admitted in writing that the issue was caused by his own mistake: he went to the wrong address and did not properly read the check-in instructions. He apologized and even rebooked.

Despite this, an automated escalation process was triggered and our appeal was rejected without a proper individual case review or clear explanation of any concrete rule violation.

For hosts, these decisions are critical, as they directly impact confirmed bookings and several thousand euros in income.

I strongly believe that cases with such serious consequences must be reviewed manually and fairly, especially when the guest has clearly admitted fault.

I hope Airbnb will improve its review processes and ensure that hosts are protected from unjustified automated decisions.

One week before the booking for my family over New Year's Eve the landlord cancels without reasons or message. Airbnb is not able to provide a proper hoteline with German speaking people nor a good solution. All they provide is 20% extra credit for the next booking which is a big mess in terms of profess and now we found 2 places which are more expensive, less comfortable and we need to move with 2 kids. I recommend a hotel for everyone who has this alternative.

I am especially disappointed by the poor service and support of Airbnb given their great brand I simply expect more.

Something intimidating happened to me right before leaving a weekend stay at a caravan on the Lüdinghausen with the listing "Romantischer Bauwagen im Münsterland"on Danziger Str. (aside from making some uncomfortable comments, the host, Tobias, cornered me outside the bathroom and tried to convert me to his religion, which infringes on legal rights). I spent months contacting countless employees at AirBnb, sorting through bots to try to speak to people, and although I often heard that there had been a violation of their religious discrimination policy, they not only refused to respond but removed the very careful and tactful review I had left on the property to try to warn vulnerable people away, failing to provide an explanation for this.

I was travelling for work. I selected "this is a business trip" after I did the booking. This worked and was shown as activated.

Now, after the trip, I am trying to get the receipt, and Airbnb claims "its not possible to change the type after booking nor get the receipt", yet the app showed me countless times that its a business trip.

Its just such a unprofessional company, avoid at all cost!

i can only strongly recommend to stay away from any Airbnb rental as far as you can.
It's not the first time that i had to stumble about an appartment rent that turned out to be a nightmare because the original description on the Airbnb Website was either false and/or missing vital information. I am currently staying in Osaka and directly in front of my appartment, that is 6 m across the street they are building a new Appartment house with construction starting every morning at 6:30 hrs. Of course this had not been mentioned in the description of the appartment because no one with some brains left would have booked this place !
Having contacted Airbnb with this issue they suggested that i should contact the owner of the appartment to sort out the issue.....and closed my request within 5 hrs !!!! without even waiting for my response. Why do i have to do any arm wrestling with an appartment owner Airbnb allowed to put an add on their platform with a construction site in front of my window in the first place. Even 4 days after having contacted Airbnb with a detailed description of the situation and tons of pictures you can still find the apartment and others in the same building with no warning mentioning the constructions side in front of the building. I guess this does not need any additional explanation how Airbnb is treating their customers and how greed and profit is running this company. AIRBNB IS NOT !!! INTERESTED IN YOU HAVING A SAFE AND COMFORTABLE STAY IN ONE OF THEIR APPARTMENTS. INSTEAD THEY ARE VERY BUSY IN FENDING OFF ANY REQUESTS AND CLOSING SUPPORT FASTER THAN YOU CAN TYPE A MESSAGE TO THEM. They offered me a 150,- Euro refund which is a joke !....See my last message to AIrbnb attached
Erneut schließen Sie ohne meine Zustimmung eine Reklamation innerhalb von 12 Stunden ohne meine Antwort abzuwarten und glauben allen Ernstes mit einer Handvoll Brotkrummen die Mängel am Mietgegenstand beseitigen zu können. Wie vollkommen krank ist Ihre Supportphilosophie hier eigentlich ?
Wie Sie beiliegenden Bildern entnehmen können verfügen wir mittlerweile über eine vollständige Bildersammlung an Baustellenfahrzeugen, die direkt vor dem gemieteten Appartement zum Einsatz kommen. Insbesondere können Sie auf den Bildern, die aus dem Eingang des Appartment aufgenommen wurden erkennen wie unmittelbar und nahe sich die Baustelle vor dem Gebäude befindet, es sind gerade einmal 5 m vom Eingang zu dem aufgestellten Kran !!
Erschreckend ist in diesem Zusammenhang, daß Sie trotz eindeutiger Hinweise auch weiterhin Angebote des Vermieters akkzeptieren, in dem die Tatsache, daß sich unmittelbar vor dem Gebäude eine Baustelle befindet nicht mit einem Wort Erwähnung findet. In einem uneternehmerischen Umfeld nennt sich dieses Verhalten vorsätzlicher Betrug und zeigt den tatsächlichen Charackter Ihrer Plattform und Ihres Unternehmens.
Wissentlich akkzeptieren Sie damit, daß andere Mieter die gleiche Erfahrung mit Ihrem 'Support' und diesem Vermieter durchlaufen müssen. Gier frißt ganz offensichtlich bei Ihnen Hirn und kennt keine Grenzen.
Anstatt den Vermieter trotz mehrfacher Hinweise auf seine Vermietungspraxis zu überprüfen schlagen Sie allen Ernstes vor, daß ich nunmehr nach Ihrem Versagen die Angelegenheit auch noch in einem persönlichen Gespräch mit dem Vermieter klären soll. Ich glaube wirklich es hakt bei Ihnen.

dirty, broken furniture, unsafe location. the apartment looked nothing like the picture.
Spent hours on hold only to get copy-paste answers that didn’t solve my issue.

So sah die Antwort von Airbnb aus.

"Thanks for getting back in touch with your concerns.

We want to assure you that we reviewed your case thoroughly before reaching this conclusion. As such, we won’t be able to offer you additional support on this matter at this time.

According to Host damage protection terms:
Section VI. Acknowledgments and Agreements by the Host:
You acknowledge and agree that Airbnb has the right, at its sole discretion, to deny full or partial payment under these Host Damage Protection terms for your failure to comply, at all times, with your obligations under our Terms, Payments Terms, and Policies and Standards as described at , which are incorporated herein.

You may review the Host Damage Protection Terms and Conditions at:

Airbnb reserves the right to make the final determination with regard to these disputes, which is outlined in our Terms of Service.

Thus, we are unable to reconsider the decision made in this case and we consider this decision final.

As further communication will not change the outcome of this case, we must respectfully disengage from further discussion about this request.

Kind regards,
Raza
"
Es waren 420€ offen und nie ausgezahlt.

Host werden über Airbnb lohnt sich nicht.

I recently got a PayPal notification saying Airbnb charged me nearly €500. I haven’t used Airbnb in almost a year. I logged into my Airbnb account and there was nothing there. No trips, no payments, nothing to suggest any activity. But the charge was real and pending in my PayPal account.
I contacted both companies immediately - calls, emails, customer support cases. I changed passwords, blocked my bank account, locked everything down.

PayPal claims the charge was authorized. Airbnb claims I must’ve shared my PayPal details with a friend or family member who booked through a different Airbnb account. They provided no proof, no reservation info, no booking confirmation, nothing to support this. Just blame-shifting and "we can’t share private data." Super convenient. Apparently you can just charge people for nothing and say someone used your account, but we can't say who.

To be crystal clear: I’m not careless with my payment data. I would never share my PayPal credentials or link my payment method to someone else's Airbnb account. But I still asked friends and family to check their accounts. Of course, nothing.
Because this was fraud. I reported it to the police and canceled the transaction via my bank, but now PayPal says I owe them money, and Airbnb just keeps sending useless automated replies to my requests to escalate the situation.
From what I’ve read, this has happened to a bunch of people. Airbnb's security is clearly compromised, and they do not care.

If you’re still using Airbnb, delete your account. Unlink your payment method. They will not help you if anything goes wrong. They’ll just let you take the hit and move on.
And their customer support? Absolutely useless.

Every time i have Something to do with AirBnB i only got Problems. Let me Tell you Something in all honesty, i think AirBnB is one of the worst booking Sides on the Internet. They even treat the People Bad that offer their Appartments.

All reviews are right. Useless support and bad host behavior. AVOID!!!

During a reservation process you are suddenly and without a warning prompted to verify your identity and upload a copy of you passport or driver's license.

This is super dubious and fishy.

Moreover, this process is totally broken and after numerous tries and an arduous exchange with the customer service, you're asked to waste more of your time and try another way or device, instead that they promptly verify your identity by human approval. - But no, process over everything!

Fix your processes and user friendlyness!

After a very disappointing experience with a host on Airbnb, I contacted their support team multiple times. Despite clear issues, negative reviews from other guests, and my strong suspicion that the host may be posting fake positive reviews, Airbnb refuses to take meaningful action.

Instead, I received vague responses like “We are monitoring the host.” As a paying guest, that’s simply not good enough. I shared concrete concerns about misleading reviews and poor service, but Airbnb continues to avoid any real accountability.

This kind of response undermines trust in the platform. If problematic hosts are allowed to remain active despite repeated complaints, one has to wonder how seriously Airbnb takes its own standards.

I encourage future guests to be cautious and to critically evaluate listings—because not everything that looks great on Airbnb reflects reality.

I am a host. It's over 2 months that they hold the payments of 3 bookings. The assistance is inefficient, inadequate, frustrating: they ask for a document that I sent them several times, and every time they ask for the same thing as if I didn't send it. I think this service is managed by A.I. But beyond them there is an Artificial Insanity. I say this because don't want to think to a worse reason: holding the money you manage on behalf of someone else in my country is a crime

I encountered a life-threatening situation and urgently needed to relocate to a safe Airbnb. Despite reaching out multiple times, Airbnb has not responded to my desperate request for assistance. Their complete lack of support during such a critical moment is deeply disappointing and unacceptable. Do not rely on their service or the 'guest protection' they advertise.

Additionaly I've been waiting for 2 refunds from airbnb, for a couple of weeks now. After hosts cancelled my booking before arriving and staying without accomodation. Airbnb wasnt helpful in that case either!

!! General Info: My neighbors in the property I stayed in booked through an other platform and paid significantly less. So dont forget there are other platforms that offer apartments and rooms!

I wont be booking airbnb anymore - Thats for sure!

I could not enter the apartment because the key box code did not work. Airbnb did not refund me because I do not have sufficient video material to proof it. Airbnb classic.

Airbnb could be a great company. The business model is great but they execute really poorly. A consumer facing company with 1.3 Trustpilot score will not succeed in the long run.

Opaque policies for hosts, no assistance with issues. They only care about their fees.

Our host cancelled our reservation on the day of our arrival without a reason. Airbnb did not only not help us to find a new place to stay, but did not pay us back our money. The host happily ran off with all of it. Talked to the support line of airbnb for over 8 hours, they talked like robots and refused to help us. All i got was half the money back. My negative reviews for the host got deleted. Unbelievable! Wrote extensive feedback, which was ignored.

WORST CUSTOMER EXPERIENCE EVER! DO NOT BOOK WITH THIS COMPANY.