Airbnb Reviews 

Our experience with Airbnb was deeply disappointing and has completely eroded our trust in the platform.

We booked an Airbnb in Colombia shortly before the birth of our son. Before booking, we specifically confirmed with the host that the apartment had 24/7 hot water and a dryer. The host confirmed both in writing. After we arrived, we discovered neither representation was true. The building only had hot water during limited hours, and the "dryer" simply did not exist.

Airbnb has since acknowledged the seriousness of the host's conduct and confirmed to us in writing that it will "take internal actions against the Host" because of the significant number of misrepresentations. Despite accepting that the host acted improperly, Airbnb has refused to compensate us because the amenity issues were raised outside its internal 72-hour reporting policy.

That position is difficult to understand. If Airbnb accepts that a host has materially misrepresented a property, why should a consumer lose all entitlement to a remedy simply because of an internal reporting deadline?

The situation became significantly worse when the bathroom basin detached from the stone benchtop during normal use, leaving us without a functioning bathroom for several days while travelling with our newborn baby. We reported the issue immediately. Rather than ensuring our safety and relocating us, Airbnb left us to deal with the consequences.

The tradespeople sent by the host were aggressive and intimidating. We felt bullied in our own accommodation while simply trying to have the bathroom repaired. Instead of protecting us, Airbnb failed to provide any meaningful support or alternative accommodation.

After we checked out—and after we had complained about the misrepresented amenities—the host then attempted to blame us for the bathroom failure and sought to recover the cost from us. It felt less like a genuine damage claim and more like retaliation for raising legitimate complaints.

Throughout this entire ordeal, Airbnb consistently prioritised internal policies over customer safety and fairness. Despite acknowledging the host's misconduct, Airbnb refused to provide any meaningful remedy, failed to protect us from intimidating behaviour, and left us to defend ourselves against allegations we strongly dispute.

Airbnb markets itself as providing peace of mind and support when things go wrong. In our experience, that promise disappeared the moment we actually needed it.

After this experience, I have serious concerns about whether Airbnb's Host Guarantee and AirCover genuinely protect guests when a stay goes badly wrong. I will be thinking very carefully before ever booking through Airbnb again.

After more than 6 years hosting on Airbnb, we've made the difficult decision to stop supporting the platform.

This isn't because of our guests—we've been fortunate to host many wonderful people over the years. It's because of Airbnb itself and the way it supports (or fails to support) the hosts who make the platform possible.

Over the years, we've encountered issue after issue, and the most frustrating part has almost never been the problem itself—it has been Airbnb's inability to resolve it. Every interaction turns into an unnecessarily long and exhausting process.

Support has become increasingly difficult to rely on. Cases are constantly transferred between agents, responses are often generic or scripted, and it can take days—or even weeks—to receive a meaningful update. Even when you're told something will be resolved within 24–48 hours, those timelines frequently pass with little or no communication.

One of the most frustrating aspects of Airbnb today is the quality of its customer support. Nearly every interaction has been handled by offshore support teams from Philippine and India, and despite speaking with many different representatives, we rarely receive meaningful assistance or ownership of a case.

It is clear that Airbnb has prioritized reducing support costs over providing knowledgeable, empowered customer service. The result is a support experience where representatives often lack the authority or resources to resolve problems, leaving both hosts and guests frustrated.

As Superhosts, we have invested countless hours and significant resources into providing excellent hospitality, maintaining our properties, and delivering exceptional guest experiences. Unfortunately, it often feels as though Airbnb views hosts as interchangeable rather than as partners. When problems arise, hosts are too often left without timely or effective support.

Perhaps most concerning is the lack of consistency. Hosts can wake up to find their listing suspended, their account restricted, or their visibility significantly reduced, sometimes due to mistakes that are later acknowledged by Airbnb. An apology does little to recover lost bookings, damaged reputation, or the time spent trying to resolve the issue.

If you're looking to build a long-term vacation rental business, think carefully before using Airbnb. Putting your entire business in the hands of a single platform means accepting that your visibility, bookings, and even your account status are ultimately controlled by decisions outside your control.

We have found it far better with Booking.com, Vrbo (particularly for entire homes) and Expedia.

It's disappointing because Airbnb was meant to do great things for the community, but maintaining that community requires investing in the hosts who create the guest experience every day—not just focusing on increasing bookings and revenue.

We sincerely hope Airbnb returns to treating hosts as valued partners. Until then, we can no longer recommend building a business that depends solely on this platform.

I have generally had good experiences using Airbnb, which is why I was so disappointed with how my recent case was handled by customer service.

Within an hour of checking into my Airbnb, I reported extremely loud music coming from another unit. The noise was so intense that it caused items inside the apartment to vibrate. The host acknowledged my complaint and contacted the building, and the music temporarily stopped before returning later that evening. I contacted Airbnb again and was advised by a representative to document the issue, so I made audio recordings that night and again the following morning. Because the noise continued and made the property uninhabitable, I left and booked another Airbnb.

What disappointed me most was not the property itself, but Airbnb’s handling of my claim. Despite promptly reporting the issue, following the instructions given by their representative, and providing the requested recordings, I was later told the evidence was insufficient because the audio files did not contain verifiable time and location data. This requirement was never explained when I first reported the problem. It felt as though the burden kept changing after the fact.

I understand that Airbnb needs to verify claims, but I believe there should be reasonable consideration for guests who report problems immediately, follow the guidance they are given, and act in good faith. Customer service should focus on resolving legitimate issues rather than creating additional obstacles.

I hope Airbnb reviews its evidence requirements and complaint process so future guests receive clearer guidance and more consistent support.

I booked an Airbnb property that was significantly misrepresented in the listing. Within the first 24 hours, I experienced one serious issue after another

The front door became jammed to the point that I had to climb out through a window just to leave the property. The listing also failed to prepare guests for the fact that trains run immediately beside the property from approximately 5:43 a.m. until around 1:00 a.m. nonstop, making it extremely noisy. Most importantly, the shower did not work at all, leaving me without access to a basic amenity that any guest should reasonably expect

What made the experience even worse was Airbnb’s customer support. Instead of taking ownership of the issue, I was passed between multiple agents and repeatedly asked to explain all the issues over and over again. After all of this, I was even asked whether I wanted to continue staying at the property, despite having no functioning shower!

I expected Airbnb to deal with such a fundamental issue professionally by arranging an immediate refund so I could secure alternative accommodation. Instead, the process has been slow, repetitive and unnecessarily frustrating. This experience has seriously undermined my confidence in Airbnb’s commitment to guest support

It was the perfect location
Seating wasn't adequate for 6 people dining alfresco very uncomfortable and my husband had wood sap from the benches all over his shorts. The bedroom downstairs was really small and no wardrobes anywhere in the house, only a rail in the main bedroom and cupboard upstairs. Worst of all, was an infestation of flies. They were everywhere and our bedroom was on ground floor and if you happen to leave the door open they were everywhere in the bathroom too, just loads. They were all over the floor and everywhere in the kitchen. Apart from that we had such a good time celebrating a 75th & 50th birthday and to add to it we sold our house back home.
Bara Cakes (Sara) delivered a beautiful 50th cake from Knighton, highly recommend 👌 The weather helped as we dined alfresco 6 nights out of 7!

Air bnb cancelled my trip as they failed to inform me there was a payment deadline for my second payment and automatically cancelled my reservation. they then charged me over $2,000 as consolation to themselves. I will never use this company again.

My family and I had booked a room at the best. Western plus in page Arizona, only to find out 2 weeks later, when we got to the location that it was shut down due to a water main league, we had reached out that morning because we had gotten rumors from a reliable source, a family member that there was a broken water main at the location we reached out to the host to fill them in on our concerns, only for them to respond that everything was okay and we are able to check-in.When we got to the location after a drive all the way from san diego only to find the location , completely shut down and had to fend for ourselves to find a new lodging. Airbnb at first seemed very helpful , but in the end only offered us compensation of a coupon which I do not feel in any way that a fifty dollar coup towards a stay with an unreliable company is in any way justified. The refund alone is principal it has nothing to do with trying to make things right.

My honest negative review was removed, while the host was allowed to post a false revenge review about me. This is exactly why almost every host is a “Superhost” and you barely see reviews below four stars. The whole review system cannot be trusted.

My experience with Airbnb has been extremely disappointing.

My 6-year-old daughter suffered a 2nd°burn to her scalp after using an unsafe hairdryer provided at an Airbnb property that catch the fire flame go to her sculpt. It was a frightening experience, and as a parent, it was heartbreaking to see her in pain.

What made the situation even worse was how Airbnb handled the claim. The process dragged on for more than nine months, only for my claim to be refused in the end. Throughout the process, I felt they did everything they could to avoid taking responsibility for what happened at a property listed on their platform.

I expected Airbnb to put customer safety first and to handle serious incidents fairly and compassionately. Instead, I was left feeling ignored, frustrated, and completely let down.

Based on my experience, I have lost all trust in Airbnb and will never use their service again. I would not recommend Airbnb to friends or family. If customer safety and support matter to you, I encourage you to think carefully before booking. My experience has shown me that when something goes seriously wrong, you may not receive the support or accountability you expect.

The user booked accommodation many times without problems; refunds after cancellations arrived quickly, and the app conveniently stored the itinerary, property details, and messages.

I booked one night in Faro (20–21 July) through Airbnb. I arrived in the city an hour before check-in, already exhausted from travel with my friend and our luggage — it was an extremely hot day.

The host told me to check my email for check-in instructions. The email contained a link to an external "platform" demanding a 200€ "security deposit." I noticed the IBAN was Italian and the account holder's name didn't match the host's name at all — a clear scam. This deposit was never mentioned anywhere in the original listing.

When I confronted the host on Airbnb's own messenger, he insisted it was "normal" and that I had to pay to get access to the apartment. I refused and asked for access anyway — he refused to let us in.

I had already paid the full 72€ booking amount through Airbnb. I called customer service and spent 6 hours on the phone, speaking to 6 different agents. Every single time, I had to re-explain the entire situation from scratch, wait while they "reviewed the chat," get told to wait for a callback — and then nobody called back. This repeated six times.

What's worse: multiple agents initially told me the 200€ payment was normal and that I should just pay it. I refused and kept insisting it was fraud. It was only after 6 hours that Airbnb finally agreed with me — cancelled the booking, suspended the host's account, removed all his listings, and confirmed in writing that it was a scam. So for most of those 6 hours, while I was stranded in the heat with luggage, Airbnb's own support was pointing me toward paying a fraudulent account instead of protecting me.

Small comfort: I was still stranded, without accommodation, in a city I didn't know, in extreme heat, with no refund yet in hand. They sent a voucher, but the only remaining options at that price were unusable, and I didn't have spare money to book anything else since my 72€ hadn't been refunded. My friend and I ended up paying out of pocket for a hostel just to have somewhere to sleep. As of today, I still haven't received my refund.

Airbnb's fraud detection and support process failed twice over: a scam listing stayed live long enough to target guests, and when I reported it in real time, their own agents initially told me to comply with the scammer instead of recognizing the fraud. If you book through Airbnb, trust your own judgment over their support line — verify every payment link independently, because in the moment I needed them most, they got it wrong.

This is the absolute worst site to list your home for rent. If any problem arises with tenants—such as smoking inside the house, theft of household items, or damage to the refrigerator, washing machine, or stove—you will not receive a single euro in compensation, even if you provide all the relevant invoices and photos.

C'est le pire endroit pour mettre votre maison en location. En cas de problème avec les locataires (fumer à l'intérieur, voler des objets, casser le réfrigérateur, la machine à laver ou la gazinière, etc.), vous ne recevrez aucune indemnisation, pas même un euro, même en leur fournissant toutes les factures et photos.

Used Airbnb to book holiday accommodation and ran into some issues. Lots of options to choose from. Will use again for sure.

This Airbnb stay succeeded because the listing, host communication, and actual property all aligned. The apartment was cleaner and more comfortable than I expected from the photos, the host welcomed us warmly, and small touches such as fresh towels and a snack basket made the stay feel personal. The location was also accurately described and made it easy to reach restaurants and local attractions on foot. Airbnb is a marketplace, so the quality of a stay depends greatly on the individual host and property. That makes accurate descriptions, clear house rules, and recent guest reviews essential. In this

Had a great holiday until host claimed for damage we did not cause even though they broke chain of custody when we left keys to the apartment with neighbour (who then stayed in apartment after we left). Challenged decision with Air BnB but sided in favour of host. Feel completely scammed.

We are "Superhosts". Our phone number is on other ABNB property listings, total violation of data and privacy statutes. Customer services are inept, have said they will investigate; have not investigated. We have small portion of our portfolio on this portal. Stay away, we will be terminating heading into Autumn. No oversight. We keep receiving messages from Leticia saying "If you still require assistance with this matter, please let us know within the next hour how we can help you". We have reported illegal content, illegal listings and intellectual property violations to ABNB. It's all pretty shocking.

Zero Accountability for Safety Hazards and Inaccurate Listings (Case ID A116794997)

​Our experience with Airbnb customer support was frustrating, slow, and completely dismissive of guest safety.

​We reported a major listing inaccuracy on our very first night (Saturday). Prior to booking, we had explicitly confirmed accessibility with the host team, who assured us the property was easily accessible, even with a stroller, alongside a listing claim of a "10-minute walk to the beach." In reality, the final stretch to the house was a hazardous, unpaved dirt road posing a severe risk of vehicle damage and preventing safe emergency access for our 4-month-old infant.

​Despite reporting this immediately on Saturday night and providing photos, Airbnb draggged out the process for four full days. Communication was constantly stalled due to support managers being assigned on completely opposite time zones, leaving our case sitting completely unaddressed during daylight hours while we were stranded.

​Even after a Senior Case Manager admitted in writing that the host failed to provide transparent details regarding the property's access, Airbnb refused to issue a refund override simply because the non-responsive host declined it. Support expected us to remain at an unsafe, misrepresented property indefinitely while they waited for a host who was deliberately ignoring messages.

​We were forced to vacate the property on Tuesday at our own expense to ensure our baby's safety, yet Airbnb closed our ticket on Wednesday while refusing to take responsibility for their own four-day administrative delay. Offering a minor coupon instead of upholding basic consumer protection standards for a misrepresented listing is unacceptable.

​If you encounter a safety hazard or a misrepresented property, do not expect Airbnb support to step in or protect you—their priority is upholding host payouts over guest safety.

I paid for my entire stay (July 3–5) in full and filled out every single form they asked for. Right before my trip, they canceled my reservation from THEIR end over a ridiculous $28 parking fee even though they literally had my card on file to charge it.
Then the real slap in the face: they're refusing to give me a single dime back, claiming their "agreement" allows them to steal hundreds of dollars from me over a $28 balance. That is complete lies and predatory behavior. They took my money, canceled my stay, and ran. Save yourself the stress and book literally anywhere else.

AIRBNB HOST INFO: HOME IN ALBRIGHTSVILLE NY HOSTED BY BRITANIE A HOUSE FOR 12 PEOPLE

Had a rental booked for a 18 months, Airbnb cancelled our reservation with out as much as let us help you find another similar listing that will meet your requirements, we had already paid and all we got was here is your refund. No considering the time it took us to locate the property or now it's closer to the travel date the lack of similar properties. Very poor business customer relations. I guess time to move on from Airbnb!

I have been s host and will not recommend AirBnb. They trest their customers very bad.