Airbnb Reviews 

Airbnb seems to think we haven't got a booking soon for the Isle of Man despite having had confirmation from the host and several messages between us. They claim my e mail address is not valid even though it is the one they use to send me their adverts for properties ! The only way I have been able to contact our host is to make out I am enquiring about a fictitious holiday at some point in the future! Airbnb seems to have been happy to accept the money for our apparent non existing holiday - I can only hope it gets passed on to our host ! Utter shambles. My blood pressure must have gone through the roof this week. And trying to get "verified" on their site is a nightmare. Currently "pending".

Booked a house in Manchester for a concert in June. We made the booking back in January to ensure sure we got somewhere close by as we were travelling with our 2 young daughters. This was their first ever concert and we had been excited for months.
We turned up at the property to find that andother family were already there! It had been double booked.
The family were kind enough to let us in until we sorted sonthing out. My daughtes had to get changed and ready for the concert at the airbnb whist another family was there. After an hour going back and forth trying to sort another place to stay, we ended up having to booking another place ourselves from another booking company which cost us a further £380. At this point we were£644 out of pocket. The "customer service" person was the least empathetic person I've ever dealt with. No realisation of the magnitude of the situation with being 100s of miles away from home, 2 young daughters and nowhere to go. No urgency at all and kept asking If i wanted to cancel the booking!
Days later we finally managed to get the difference in the properties in compensation, but still waiting 2 weeks later to be refunded £262 for the initial booking.
This whole situation just put a massive cloud over what was meant to be a special and memorable weekend. Completely ruined everything for the 4 of us.
Shocking!

HORRIBLE! They lied to us and never gave check-in instructions. We are currently in a hotel now and lost $10,000. We are so done with Airbnb!

Our experience with Airbnb customer service was extremely disappointing. For context, our villa was broken into on the second day of our stay, and cash and jewellery were stolen. We reported the incident to the police immediately, but received very little support from either the host or Airbnb.

The host showed little concern, and Airbnb took over a month to deal with the case, repeatedly requesting extensive paperwork and evidence. The process felt frustrating and unnecessarily difficult at a time when we were already dealing with the aftermath of a traumatic incident.

The burglary ruined our holiday, and the lack of timely and compassionate support only made the experience worse. Based on this experience, we no longer feel confident using Airbnb and will be choosing other accommodation options in the future. With hotel prices often being comparable or even cheaper, we don't see enough value or reassurance to book through Airbnb again.

Charged for cancelling a guest 5 minutes after they booked as they only gave me 48 hours notice. I require 7 days.
What on earth has happened at Air Bnb. Rediculous charge for not accepting a booking resulting in Air BNB charging me £250 and refusing to refund.
Be careful before signing up your property with this company.
I've had 5 good year with them but am ready to leave.

Dont ever use this app again…I am deeply disappointed with Airbnb and the way my case was handled. This was not only a host issue, but also an Airbnb issue.

The apartment was presented in a misleading way. It was never made clear to us that it was a shared apartment, and another couple who arrived after us confirmed that they had not been informed of this either. On top of that, the apartment was dirty, there were no clean sheets, no toilet paper, and almost no basic amenities besides a bed.

Despite explaining these issues and the confusion experienced by multiple guests, Airbnb declined my request without taking responsibility for the poor experience. I expected much better customer protection, transparency, and support from a company of Airbnb’s reputation.

This experience has left me extremely disappointed and has seriously affected my trust in Airbnb.

We booked through Airbnb expecting a level of protection proportionate to the fees charged. The property itself turned out to be a catalogue of overpromises alongside serious safety and hygiene issues.

The more fundamental issue was Airbnb’s response. Despite paying over £200 in service fees, there was no meaningful support or resolution. We were repeatedly passed between different support agents, required to re-explain the situation multiple times, and ultimately offered nothing—no refund, credit, or compensation of any kind.

I had previously trusted Airbnb and would have actively recommended the platform, assuming it would provide proper support if something went wrong. This experience fell well below even the lowest reasonable expectations. It is disappointing to find that the reality of their support is so far removed from the confidence the brand projects.

The overall impression was a process geared toward deflection rather than resolution, with little evidence of independent assessment of the issues raised.

On this basis, I sadly couldn't justify booking through Airbnb again. Next time I'll give VRBO or booking.com a try and would recommend others to do the same.

I am a 5 star host. And have just been really disappointed with Air b and b. I had to cancel a booking (with more than a month's notice). When cancelling (amid huge apologies), I immediately sent the guest a curated selection of similar properties in my area, at comparative price points. I was charged a portion of the fee by air b and b. I was told that I could get a refund if I provided proof of the reason for cancellation. The trouble is, that I can't do this as it involves a medical proceedure that my mum is having (she is elderly and not able to give her consent for sharing of any medical details - including appointments). i cannot share information without her consent. Despite sending this (and the govt guidelines about medical information sharing) to Air b and b, I have just been told repeatedly, the same thing 'you need to send proof'.
It's not that I don't want to (as I've repeated many times to them) I am legally not able to do so.

Yet the answer is the same. 'You need to send proof'

Air b and B's out sourcing of customer service is not working. They simply follow a script - can not escalate a concern or complaint and simply are not invested in acting in the company's best interests. There is no accountability and no care for the Air b and B community. I see from the posts this goes for guests as well as hosts . I am now contacting Tara Bunch,Air b and B's Head of Global Operations, in order to escalate this matter. I suggest anyone with any grievance, either as a host or a guest - who has found the Complaints proceedure frustrating, does the same.

Reserved and apartment with AirBnB, the host then cancelled our booking and AirBnB are withholding the 'deposit' money, £660 total.

Zero accountability company with horrendously outdated policies. Avoid!

Airbnb are absolutely useless when a problem occurs. I booked a holiday through them in Jan and paid the deposit, which shows on my bank account with an Airbnb ref. No . This month I tried to pay the balance but they would not take it as they say it was booked through another account. After two weeks of stupid AI emails I cancelled the holiday and now they refuse to refund my deposit as as they continually say I need the cancel through another account which account that doesn’t exsist. Be aware this company is dangerous.

I am writing this here as unfortunately airbnbs support has been awful. I had an issue with mynost recently stay where I was accused of leaving dog poo in the house (yet I dont have a dog) and using every item in the kitchen and leaving all dirty (i put everything in the dishwasher and as far as I am aware turned it on when I left... I have never used a dishwasher before so there is a high likelihood I accidentally didn't turn it on... but the kitchenware absolutely clean.) I reported the airbnb hosts review of me and highlighted these issues.... I was on the phone for a long time with a veryhelpfuk staff member. I also explained I have autism and due to owning 4 businesses, I chose to call to resolve the issue as i do not have much soare time and am seldom able to make a perosnal call during work hours (6am - 11pm) and so that all information was documented by airbnb (as stated on the phone qheb waiting to talk to a rep, all calls are recorded) so that they could go further with the dispute. Was then informed by airbnb a few days later that they didnt document anything I said... thats over 1 hour on the phone (on my only break during long shifts at work). They projected their mistake onto me an expected me to reporting them with all the information I had already discussed. Given all phobecalls are documented, I do not understand why airbnbexoected me to resolve their issue. If I call customerservice to resolve an issue, I expect at the very least to have my issue and concern documented. This did not happen! How can a company offer support at all if they literally don't document it and expect you to u do their mistake. As a business owner, this is AWFUL! Please reach out to me so that you can resolve the issue... I am maling5his public as I do not trust thay youguys will golopw up with integrity and given i already wasted one of my only breaks for go through in detail with your customer service rep, it is absolutely NOT my responsibility to adjust your error. Please know I shall makesure everyone who has used airbnb in the past with be aware of my issue going forwards and I eill do everything in can to discourage others from using your service. From business to business, please ammend such a bad business mistake. Regards

Airbnb is a scam organization – Do not use this service!
Airbnb is no longer a safe platform; it operates as an organization that defrauds tourists and enables dishonest hosts. We paid fully in advance, but upon arrival, the property was physically inaccessible and dangerous due to severe structural crowding. For our own safety, we had to abandon the place. Airbnb Support completely failed us, hid behind absurd technicalities, and allowed the host to pocket our money. They gladly take your cash but refuse any responsibility when your safety is compromised. Avoid Airbnb at all costs if you do not want to be cheated!

I am extremely disappointed with the way Airbnb has handled my case regarding a stolen bike at my property.

After a guest borrowed and failed to properly secure my bike resulting in it being stolen that day, I attempted to follow Airbnb's process for making a reimbursement claim. Over several weeks, I received conflicting advice from multiple Airbnb representatives. I was initially told that the existing case would need to be closed before a new claim could be submitted. After following this guidance, I then found myself unable to submit a new claim through the Resolution Centre.

Despite spending a considerable amount of time providing information, chasing updates, and following Airbnb's instructions, I was repeatedly passed between different teams with no clear resolution. Each contact seemed to provide different information, and I was often asked to repeat details that had already been supplied.

What has been most frustrating is not just the financial loss, but the lack of ownership and consistency in handling the complaint. As a host, I expected a much clearer and more reliable process when reporting a loss caused during a booking.

Unfortunately, this experience has significantly reduced my confidence in Airbnb's support and host protection processes. When things go wrong, hosts need clear guidance and effective support. Sadly, that has not been my experience.

My Experience with Airbnb – Poor Communication, Misleading Listing, and Lack of Customer Support

I recently booked what was advertised as a luxury, high-end holiday apartment in a premium high-rise development at Mercury Towers in Malta. The total cost of the stay was nearly €4,000.
Unfortunately, the reality was very different from what was advertised on the Airbnb platform.
The rooftop swimming pool, prominently feature in the listing photographs, was closed to residents and guests. The spa facilities located within the building were only accessible for a few hours each morning and closed by early afternoon. None of these restrictions were disclosed in the listing before booking.
In addition, the property was far noisier than expected. Directly below the apartment balcony was a nightclub operating until approximately 2:00 a.m. most nights, with loud music clearly audible inside the apartment. At the same time, there was major road construction taking place immediately outside the building, involving heavy machinery and concrete hammering from around 8:00 a.m. to 5:00 p.m. on a near-daily basis.
This was particularly frustrating because before booking I specifically informed the host that I was travelling to Malta to study and prepare for examinations and was looking for a quiet place to stay. Despite this, the accommodation provided was entirely unsuitable for that purpose.
When I attempted to raise these issues with Airbnb, the customer service experience was extremely disappointing. For several days, I communicated through the platform's messaging system, repeatedly explaining the situation and providing evidence. However, conversations would frequently end without any clear resolution or follow-up. The responses appeared generic and repetitive, often consisting of statements such as "We understand how you feel," but without any meaningful action being taken.
It became increasingly difficult to determine whether I was communicating with a real person or an automated AI system. As a result, resolving a relatively straightforward complaint became unnecessarily complicated and time-consuming.
Eventually, after persistent efforts, I managed to speak with customer support by telephone. However, the call was routed to an outsourced call centre, and communication proved difficult due to language barriers.
The host was equally unhelpful and unwilling to address the issues. Only after approximately a week of repeated complaints, videos, evidence submissions, and constant follow-up did Airbnb apply enough pressure for the host to offer alternative accommodation.
Unfortunately, the replacement property was located on the opposite side of the island and was nowhere near equivalent to what I originally booked. It was not situated within a luxury high-rise development, had no swimming pool, no spa facilities, and the quality of the accommodation fell significantly below the standard of the original listing in an area which was predominantly populated with workers from 3rd countries and felt unsafe. The sthis area felt substantially less desirable than the location I had specifically selected and paid for.
Following the trip, I formally escalated the matter through Airbnb's official complaints process. I submitted detailed documentation, videos, photographs, and correspondence demonstrating the issues encountered. I also sent formal complaint letters directly to Airbnb Ireland UC in Dublin.
Despite these efforts, I received no resolution, no meaningful communication regarding my complaint, and no refund.
My experience left me with the impression that Airbnb's customer service infrastructure has become increasingly difficult to access and ineffective when serious issues arise. When guests spend thousands of euros on accommodation, they should be able to speak to empowered representatives capable of resolving problems rather than navigating automated systems, outsourced support channels, and lengthy delays.
Based on this experience, I would be extremely cautious about relying on Airbnb for premium or luxury accommodation bookings. When things go wrong, obtaining a fair and timely resolution is extremely difficult than expected.
It seems they made a €2 billion profit last year, yet instead of providing quality customer service, they have moved their call centres to third-world countries, where English proficiency is often poor, and have become overly reliant on AI to handle customer queries and resolve problems. I genuinely wish there were a serious competitor to Airbnb. Customers deserve better service, better communication, and real support when things go wrong.

Awful service!! Paid over £200 to stay at an annex and was made to pay £72 for one small stain on bedding as air bnb chose to favourite the host! Avoid money grabbing behaviour won’t be using air bnb again.

Good luck with hopeless customer service. My booking was cancelled by Airbnb with no explanation or apology. I contacted the host who was similarly frustrated. I went on Airbnb chat and in the middle of the conversation they disappeared. I phoned and had great difficulty understanding the person speaking. I got different explanations as to why Airbnb had cancelled and they refused to offer accommodation anywhere near to my original booking. A terrible organisation and will never use again.

Never use their services!
The worst experience I have had.
Their system is very slow, no last minute booking will help you get a confirmed booked.
These guys take the payment upfront before confirming the stay. The same happened to me. I am now struggling to get my refund back from these pathetic app!
Every time I call them, they will have one or the other reason to delay the refund! They promised about me receiving the refund in 12 hours, its more than 8 days now and there is no update on anything

I have never had such a dreadful after "care" experience than with Airbnb
A host for over 16 years & have been trying to get an issue resolved with them has been impossible. You can NEVER speak to a human being let alone anybody to take ownership of your issue. DONT GO NEAR THIS SHAM OF A COMPANY

Cancelled booking 2 weeks before our stay.
Booking another place was a night as there is a music event on which is why we booked early.
Seriously thinking of leaving this platform for booking . Com.
Found a property on Airbnb for 100 more than on booking.

host cancelled day of holiday, airbnb offered 20% off voucher