Airbnb Reviews 

Airbnb initially handled my complaint professionally and ultimately supported the concerns raised regarding the cleanliness, maintenance and presentation of the Airbnb property “Larch Lodge” during my family’s stay between 8th–11th May 2026.

Property listing: Larch Lodge Airbnb Listing

Following review of extensive photographic evidence, Airbnb approved a partial refund and advised that action had been taken against the host.

However, despite upholding the complaint itself, Airbnb later refused to remove what appeared to be a retaliatory host review left against my profile after I raised legitimate concerns through the platform. The host simply stated “would not host again” without providing any factual explanation, allegation or reasoning whatsoever.

Having reviewed a number of responses to previous guest reviews, there also appeared to be a recurring pattern whereby guests leaving negative feedback or raising complaints were publicly criticised or blamed by the host. This made the later review left against my profile feel particularly punitive in context.

My concern is that this type of vague but negative feedback risks discouraging guests from reporting genuine cleanliness or safety concerns for fear of receiving punitive reviews impacting their future bookings. Airbnb’s own review policies state that retaliatory reviews are not permitted, which made the refusal to remove the review feel particularly inconsistent given Airbnb had already substantiated the underlying complaint itself.

I was also frustrated by the complaints process itself at times, as Airbnb repeatedly asked me to complete the same forms and resubmit the same information and evidence on multiple occasions before I eventually refused to continue duplicating material that had already been provided.

The complaints team initially appeared fair and evidence-led, but the later moderation decision regarding the host review felt inconsistent given Airbnb had already substantiated the underlying complaint.

My advice to future guests would be:
- photograph/video the condition of properties thoroughly on arrival and departure;
- document all concerns carefully;
- and raise issues directly through Airbnb within the reporting timeframe.

I do appreciate that Airbnb ultimately refunded part of the stay and acknowledged the concerns raised, but I remain disappointed by the refusal to address what I believe was retaliatory feedback from the host following an upheld complaint.

We had an absolute nightmare with our booking and the host, we had to leave the flat after a month being there. And we booked it for 3 months. We paid for the whole May month and we left on 7th May. I did a complaint with overwhelming evidences. Host promised refund but then she disappeared and refused to allow airbnb to refund almost £1200. Airbnb didn’t protect me and basically took host side and didn’t care what I’m going through. I had unfair treatment. DO NOT USE THIS PLATFORM TO BOOK YOUR HOLIDAY. they will put their hands up and only believe the host!

What a letdown and disappointment!
We booked the Grand Seafront Balcony Apartment at Marine Parade in Brighton for the 2 July for 3 nights! Air B&B took our money, stating that the host ADAM would confirm by email within 24 hours.
HOWEVER because ADAM didn’t confirm our booking request Air B&B cancelled 😡 and than said by email it may take 7-12 days for our money to come back to us! OVER £1000!!!! Really disappointed! Can’t book anything else until our money comes back.

THANKS AIR B&B and a special THANK YOU TO ADAM!

Customer service is very very poor. Some staff, if you do get throught, have a poor command of the english language making communication very difficult. My issue remained unresolved after four day of phonecalls. The whole experience is frustrating and if you do have any issue with booking on Airbnb I wouldn't bother trying to get it resolved by contacting customer service. Just book usng a different company and save yourself a lot of time and frustration

Guest trashed my home; created mess, damage and stains. Airbnb cover didn’t cover the damage; they paid me 50%; then the guest left a retaliatory 1* review. Airbnb did nothing. It has been 18 days. I have been chasing; they haven’t been In touch with me once.

Despite having policies in place; despite you paying insurance as a host; none of this matters; the customer service is awful.

I'm an Airbnb Superhost. Have had no support from them regarding a vindictive guest. Although this poor review stands out from all the others, Airbnb refuse to do anything about it and refuse to give a proper explanation on the findings of their review.
Hosts are customers of Airbnb too, we pay for that priviledge.

As a host (also Superhost) I'm not supported by them! When I have a damage of my property, done by guests, Airbnb always give right the guest, not the host! Of course, none of the guests pay for the damage they caused. Theoretically that's why the Airbnb insurance is there. But... Hahaha, it's just a good sounding label! And they are SO CHEAP!

When a guest fully damaged my dishwasher, they paid around £60 for EVERYTHING, that almost covered the fixing material, not the labour costs or compensation.
When a guest broke my bathtube, that they refused as responsibility, of course, Airbnb was suspicious on ME, not the guest. That's embarrassing! And at the end they sent me a message that "we deeply understand your situation that helps us understand the host's issues in general, it helps OTHER hosts, blablabla" and finally PAID NOTHING on my damage.

Airbnb is against their hosts, that's it. And they forget that they use the properties of their hosts for getting THEIR OWN profit.

I'm really angry on the way they handle their hosts.

I had to cancel a reservation because the apartment was not habitable. Airbnb couldn't care less about the standard, and were not interested in feedback. Because the owner cancelled, I can't leave a warning for other people.

Furthermore, it has now been a month and I've still not received my refund. Airbnb's normal refund timeline is up to 18 working days, which is just insane. Now it's exceeded that timeline, they have switched to blaming my bank. They have taken no responsibility for it whatsoever.

I will never book with them again.

will tell my friend in America who used to use them. They allowed an host to say defamatory things in her review. UK is lawless, well it wants to be defamation is still illegal and my experience of Airbnb for first time was awful

Booked accommodation in Miami and Mexico city. The following week when I signed in to the app I was presented an offer "Book accomodation in Mexico or Miami and get $100 voucher for Experiences"

I asked my friend to check their AirBnB and they were not presented with the same offer. Utterly odd behaviour to target offers to people for something they just booked.

Comes across as really disingenuous, I raised with support but they didn't care. I won't use AirBnB again.

Ahmed the customer advisor from air b&b refused to provide any details for a customer complaint. He kept giving feedback links or stating i could complain about the host. I wanted to complain to air b&b for not refunding me.

made a booking and paid , then almost instantly the host cancelled. I messaged and the host said, air b&b have said my refund has been issued. she also stated air b&b charged her a fine of over £100
I did not receive my refund, so went on chat yesterday , was told my refund was on its way .
today i contact again to be told actually my money was held for 3 days and now it would take 5-10days. i asked to complain as this is wrong to instantly take my money, instantly cancel but take weeks for a refund.
AHMED stated i hadn’t contacted when infact i had on 2 occassions. He still failed to log a complaint or show me the process. then proceeds with an arrogant message saying i should have pressed something on my email!!!!

Absolute joke of a company! Booked a property 2 months before our trip (8 people). Then less than 12hrs before we were due to check in, the booking got cancelled! This was after 10pm. Spent the next 4hrs being messed around by customer services. In the end they told us to book another property which was extremely difficult due to the number of guests in our group, and it being 2am at the time. We finally found a property which was miles away from the original booking (bare in mind we had trains etc. booked and paid for which were now useless). We turned up the next day at the time given, and couldn't get in. After an hour stood outside waiting for customer services to get back to us, the host called and said the property was closed until the end of April and shouldn't have been available to book on air bnb in the first place! So after all that we ended up having to book 4 rooms in a travelodge which again were miles away at a cost of £735. Absolutely disgraceful company that I will never use, or recommend anyone else to use!

During our stay at 838-D street 22 phase 6 Lahore Pakistan, my daughter was bitten repeatedly by bed bugs, causing significant discomfort and concern for her health. The hygiene standards of the property were far below acceptable levels. In addition, personal items were stolen, including an iPhone and AirPods, and my wife’s clothing was damaged by the maids.
The watchman decided to play music at night which disturbed our peace.
Throughout our stay, the host repeatedly assured us that these issues would be resolved. However, he continuously delayed taking any real action until the day we checked out. As a result, we trusted his assurances and did not escalate the matter to Airbnb during the stay.our stay at this property was 10 days 10/04/2026-21/04/2026

This has now resulted in Airbnb not believing the seriousness of our claims, due to the misleading and irresponsible conduct of the host, Adeel Khalid. His behavior effectively prevented us from reporting the issues in real time and has unfairly weakened our case.
Hosts full name : Adeel Khalid : be aware

Although the apartment we rented was great, my Airbnb experience has been negative. Firstly, they emailed a reminder to pay the remainer of the cost a few days prior to arrive and cancelled the reservation a few hours later (at 3.06am!) without giving time to read it and make the payment. As a result, I had to make another reservation by which time the first day and date of our arrival after 12 hrs flight and more hours transfers , had been rented out to someone else so we had to stay in a hotel (double of the cost).
The refund of the deposit was authorised immediately by the host and nearly a month later it has not been received into my account. A number of error on their part eg they used the wrong card, and blamed on my account which was confirmed had no issues! I re entered the card details as they requested, still no payment.
At least ten messages later, the amount had not been refunded yet! Very disappointing and frustrating. I will not be renting with Airbnb again. Beware.

I am writing to express my concern regarding a recent issue with an Airbnb booking. It appears there is a recurring problem with sink damage claims, and I have encountered a similar situation where Airbnb attributed the damage to the guest without providing any substantiating evidence.

During my recent stay at the aforementioned property, which lasted less than ten hours, I used the sink for routine activities such as brushing my teeth and shaving. It was at this time that I observed a crack in the sink. Neither my partner nor I had any involvement in causing damage to the double sink. Given our age, both my partner and I are over 50, we are perplexed as to what the host believes we might have done to cause such damage. I am not aware of the age of the sink or the potential reasons for its cracking, but I can confirm that the damage did not occur during our use. As a loyal Airbnb customer for over nine years, I have consistently received positive feedback from all hosts. I have been requested to pay for damage that we did not cause, and I have formally appealed this decision, stating my unwillingness to cover the charge. Had we been responsible for the damage, I would have considered contributing to the repair costs or suggested that the host utilize their insurance, with me covering the excess. However, as we did not damage the sink, I find this situation quite unsettling and am disappointed with the customer service provided by Airbnb.

***UPDATE***
Airbnb have resolved the problem, so I have upgraded 1* to 4*. The case has been closed and Airbnb have confirmed there was no evidence of liability.

Request details
Ocean Deluxe Apt w AC, by TimeCooler
Hosted by Elsa & Rui and Elsa And Rui
Apr 17 – 18, 2026
Amount host requested
£336.95 GBP
Amount owed
£212.22 GBP
Reasons for amount change
Bathroom sink: The amount has been adjusted due to further review of documentation provided by the Host.

What a palaver trying to get on to the site, I has to ask AI how to set the birth date so I didnt have to scroll back every month. Because I had used the site before with a defunct email address I couldnt easily use my telephone number. All very off putting.

One Star only because you can't leave zero. Absolutely shocking experience as a host, customer service (I use the term lightly) are rude, unhelpful and actualy lie! I've experienced multiple double bookings, the software is appalling, the difference with Airbnb is they try to blame the host and charge you for their mistakes, I had an agent threaten me (in a message) saying if I canceled the booking" I would have to face the consequences" I told them that there was a problem with the calender synchroning, they stated there was no problem with the calendar, when I pointed out that this had happened because they had disconnected my calendar synchronisation and sent screenshots of the months on Booking.com and Airbnb that clearly showed they were not syncing they just ignored it and refused to comment. Genuinely, if you're a host, just use another service, Booking.com is not perfect but they own their problems and sort them out, not the disgusting behaviour of Airbnb.

I have been using Airbnb for over 10 years, and I have never experienced such a disappointing and frustrating customer service situation. This experience has genuinely changed how I view the platform.

During a recent stay, a bathroom sink detached while being used normally. There was no misuse, no excessive force just everyday use. From what we could clearly see, the sink had been poorly mounted (essentially relying on adhesive without proper structural support, nor brackets, nothing to support it), which caused it to fail.

I reported the issue immediately, cooperated fully, and provided detailed explanations and photographic evidence including comparison with an identical sink in the same apartment showing signs of deterioration.

Despite this, Airbnb chose to ignore the actual cause of the failure and instead focused only on the fact that the damage occurred during the stay. Their entire decision-making process seems to default to “damage happened = guest pays”, without properly assessing why it happened.

Even after appealing, escalating the case, the responses were generic, repetitive, and clearly not engaging with the evidence provided. At one point, I was told there was no “before” context despite the fact that I had submitted comparison photos showing the same faulty installation.

What’s most concerning is how difficult it is to properly file a formal complaint or get a meaningful review. You are passed between agents, given templated responses, and eventually told they will “disengage from further correspondence.” That’s not resolution that’s shutting the conversation down.

It feels like Airbnb prioritises the host’s claim over a fair and balanced assessment of the situation. As a long-term customer, I expected better at the very least, a proper evaluation of the facts.

Unfortunately, this experience has significantly damaged my trust in Airbnb, and I will now be seriously considering alternative platforms in the future.

Very disappointing.

From what been learning lately book direct - Airbnb too risky, take no responsibility and in conclusion a rip off.