Airbnb Reviews 16,401

Poor service which seems to get worse and worse each year??

Lack of support for hosts when you get retaliation review left,

Service level of AIRBNB has dropped so drastically - I don't know if it is everywhere but India (Hell god) - They accept payments and the reject your account - you have no where to go. They have my money there helpline is really a lengthy process where you have to confirm your email first to be able to speak to someone - really POOR SERVCE - IF YOU'RE READING THIS - PLEASE STOP USING AIRBNB

Had a few bad experiences now, hosts excepting a booking then cancelling.
Latest Booking was paid and host demanded more money (During world cup) they made threats and said that no matter what air bnb said I would not be allowed to stay there.
The online support was fast to reply but not of much use. They said booking would be honoured. I asked what would happen if I arrive and the owner simply doesn’t let me stay (That was what owner said). Air bnb gave me no confidence theyd be able to assist or sort accommodation so I had to cancel and rebook more expensive accommodation. I was told by air bnb due to the host violating the policy that they would be blocked from booking out accommodation on these dates - this has not happened.

Airbnb closed my account due to a background check that turned up some old misdemeanor convictions. I had 375 dollars loaded on the account from gift cards and they just kept the money and will not give it back.

I had a booking cancelled today and was hit with a tax charge that I believe was unlawful. It took seven hours of circular arguments with customer service before they finally agreed to a refund. When I requested to file a formal complaint, I was repeatedly diverted to a "feedback form" rather than a proper grievance procedure. There appears to be a deliberate lack of an official complaints avenue. The experience was exhausting and felt more like psychological warfare than customer support. Avoid this platform if you value your time and consumer rights.

What a terrible experience as a 1st time host for Airbnb. They get paid immediately by the guests and then make the host wait more than 40 days to get their payouts. They keep requesting new bank details even though the bank details are correct as I am getting other payments from other platforms without any problems. I am extremely unhappy with their service, not to even mention how difficult it is to get hold of them. Very angry host today 26/02/11

I have stayed in 10 different air b and bs. I would say half of them were great experiences. The other half had wierd smells, which of course is not mentioned in the description, had noisy traffic, and/or not great neighborhoods. The most recent experience I was contacted by the host 10 days after checking out demanding I pay for a broken toilet. I did not break anything, and found it odd they were demanding money from me.

After 10 years using the platform and over 37 stays I had a minor issue where some water from a cooler leaked and caused minor damage to hardwood floor boards. Host claimed $44k in damages! I disputed the asinine amount and after 2 more months Airbnb awarded him $10k 6 months after the stay! Told me I had to pay the $10k and when I refused and asked for proof repairs had been done and I wanted to see the “report” their investigators did they cancelled my Airbnb account! Worst customer service ever! Will never suggest them to anyone and will be sure to tell everyone I know about my case! If I could leave less than 1 star I would.

It was good in the beginning many years ago, but now it’s pointless. Compared to competitors, it has the highest fees, the worst support, and no real protection for guests. I almost never use it anymore, though in rare cases circumstances they always fail

I had a very disappointing experience with an Airbnb stay that exposed serious issues with how guest complaints are handled.

When I entered the apartment, I found yellow liquid in the toilet. The host claimed it was cleaning gel, but its appearance suggested otherwise. More importantly, the apartment had no potable water — a critical fact that was NOT disclosed in the listing. Internet was unreliable, and the heating system is centralized and shuts off at night, leaving the apartment cold after 11 PM.

Because of these problems, I asked the host to cancel the booking without penalty. The host refused until I was forced to escalate the issue with Airbnb. Only after several days was I refunded for the unused nights.

Despite confirming safety concerns, Airbnb declined to remove the host’s retaliatory public comments and did not take meaningful action regarding the listing. I remained respectful throughout the process, and the apartment was generally clean, but essential living conditions were not met.

This experience left me with the impression that Airbnb’s procedures prioritize internal policy over real guest protection. An accommodation lacking potable water should not be listed without clear disclosure.

I am sharing this so future guests understand the risks when serious issues arise.

My recent experience with this platform was, unfortunately, extremely negative. Just eight days before departure—during one of the busiest school holiday weeks—the company or host cancelled our ski accommodation without providing any clear or valid reason. This caused a great deal of stress and uncertainty, especially given the timing.
Since no comparable alternative accommodation was offered, we were forced to book a much more expensive stay in order to even qualify for an already insufficient rebooking compensation. As a result, we were left with a significant financial loss.
Customer Support was equally disappointing. In my experience, they repeatedly fell back on standard policies, showing no consideration for the exceptional nature of the situation or its impact. I received no acknowledgment of what I believe to be my rights in such a case.
Finally, the explanation given for the cancellation was highly problematic: vague, incomplete, and inconsistent, creating the strong impression that they were not being transparent with us.
Based on my experience, I cannot recommend this platform. I sincerely hope others will be spared this kind of situation, and that the company takes steps toward a more honest, transparent, and customer‑focused approach.

Impossible to cancel my booking and get a refund even when the place was not the one shown on the photos

I tried to book without signing up.
Well that's my fault it didn't work.
So I went through the sign up dialogue, but failed and got a message telling me to try again after a time lapse.
So I left if a while and meanwhile I uploasded their phone app. I tried to continue there, but had no luck.
The whole sign up rigmoral is utterly used unfriendly and put me off proceeding. Low and behold, I cannot be the only dunce because there are shedloads of negative reviews.m I'm not that fussed. It is a wretched Yank outfit and they are going out of favour universally.

I was sexually assaulted, by the host, in an airbnb in Croydon on Addington Road in London in September 2025. The host is an alcoholic, drunk from 10am, random men who are not guests were gathering there. Airbnb said 'sorry, there's nothing we can do. I then went abroad to try recover from the trauma. Hoping the next airbnb would be private and peaceful as the listing said. Upon arrival I was led via a man's house to get into my room. Access is not private. Building works were done during my stay, water was cut off, I was harassed and bullied. The space that was supposed to be private was being used by others to play with their dog. The dogs barked constantly. One of the residents runs his business right next to the door. Shouting at his employee all day long. No peace. Then the resident told me he can do whatever he likes because he pays rent. The host told me I could use the patio. The other resident said I can't. I was constantly watched from both sides. The door through the hosts house did not lock from the inside, only the outside, his side. It didn't catch properly either, so it kept popping open leaving me exposed to the host. He was never more than 20m away from me.
This was on Milnerton Drive, South Africa. Airbnb refuses to do anything about it. The host would lock me in from the outside. So when he went to sleep or out, I was locked in.
I will never ever use Airbnb again. They have no trauma informed staff, I asked to speak to the team who deals with those who have disabilities (visible & hidden), they don't have one. They don't have anyone trained to deal with guests who have disabilities. No trauma informed staff. Customer service is non existent. They asked for evidence, then just closed the case without giving me a chance to provide it.
Despite an ongoing police investigation, they simply closed my case. Airbnb has totally ignored a criminal investigation as well as a major breach of privacy and safety.

I went abroad with a friend, both women in our twenties. We had our suitcases broken into by the Airbnb - expertly clipped the lock off the zipper and put it back together on one case. The other cases didn’t have locks, and we only noticed because all our stuff had been moved.

We dare not report to the police, as we were in a foreign country and couldn’t find alternative accommodation for the week. We spoke to other guests at the air bnb as it had multiple rooms rented individually, a long term guest said multiple people had money stolen.

We reported to air bnb who agreed to refund the cost of the damage to belongs, but not of our stay because we did stay there. Yes, in fear… and did not get the experience we paid for. The host was also not removed from the platform and is probably still stealing from people. The reviews of the property following our stay are all about guests experiencing theft.

Airbnb does not hold hosts accountable for false advertising, and will not stand behind their service if a host decides they don't want to give a refund. I won't use them again and I am disappointed in the Airbnb name. Hosts can manipulate pictures to not be transparent about what the place looks like.

The casita was perfect for my aunt. She loved it.

This company is a really bad company they shouldn't even be allowed to operate in the United Kingdom. The property that I stayed in was dirty I have the pictures to prove it on 59 New road as advertised stylish very not so, it's filthy and they're so quick to take your money but when it comes to reimbursing you or when things go wrong they find the most excuses for it and I'm going to seek legal advice on how to take action but yeah I would recommend anybody staying or using Airbnb!! Does anybody know how to add pictures because I have a lot and apparently my pictures do not count according to Airbnb!!

to all potential hosts considering Airbnb, DO NOT USE THEM. We have been with them for years. We had a dodgy looking guest enquire, i was disposed to refuse their request, but Airbnb assured me the guest was legit. The guest then tried to scam us for a refund, threatening a bad review. In our efforts to get the client banned, some staff at Airbnb even went so far as to say that they had put restrictions on the guests account. We were given every indication that the potential scam had been thwarted. BUT, come time to get their bogus review removed..'oh no, you have to deal with a different department'!! The review, written by someone recognised by Airbnb as a scammer, still stands today... total crap!