Airbnb
Reviews and Complaints

I booked a room through Airbnb and the booking procedure went quite well. But then I received a message stating that I need to verify my ID. They asked me to write a description of myself and supply a photo online. Then I had to do a 10 second video, but no instructions were provided how to send it to them. When I asked Airbnb customer service for help, I received no response to my mail. And because of that my booking was cancelled. I will never use this company again! I did everything as they said, but when I needed some help they just ignored me! Complete disrespect!

On the 17th January 2016, I made an enquiry to book a place for my family of 6 in Hawaii. I didn't hear anything back so the next day at 3.55pm I did an instant booking with Rebecca.S.[censored]asa (Hawaii Dream Realty- Property management). At 6.47pm a text came through saying congratulations your enquiry is now a confirmed booking from the 17th January enquiry. I quickly panicked as now by accident I had booked 2 places! I then cancelled Rebecca's place at 7pm that I had booked that day at 3.55pm. The booking was not until the 27th June so plenty of warning. On the 19th January I looked at my paypal account and saw that they had reimbursed me the $1, 872.00 but kept $1, 457.00 of my money. I can't call or email airbnb...there are no numbers! I tried to email Rebecca but my message bounced back! I need help into how to get my money back! PLEASE, Sheri

I chatted an Airbnb rep to find out why guests could not reserve my listing after I canceled on a guest for that particular weekend. (I now know, of course, that is your punishment for canceling.) My issue was that I put my ad live but forgot to set certain dates (Mardi Gras weekend; I am in New Orleans) at higher rates. Almost instantly, someone booked the Friday and Saturday of Mardi Gras at the regular rate. So basically, I was a brand new user and made a mistake and was hoping Airbnb would at least allow me to list the place for Mardi Gras weekend, to that same user at the correct rate, or to someone else. The conversation was pretty brief, but she did take the opportunity to lecture me on business ethics: Kat: Airbnb has a policy of only wanting people who are serious about keeping reservations to agree. We cannot bend the rules just to make money. Are you still with me? Me: Yes I'm just trying to figure out how they hired such an unfriendly person to be a customer service agent. Kat: I'm friendly enough sir, you just don't like the answer. Kat: We cannot waive the penalties in this case because the pricing was not what you wanted. It's not fair to the guests you cancelled on. Not fair to the guests...what about not fair to me? It's fricken Mardi Gras weekend! If I had accidentally priced my place at $1.00 when I meant to price it at $100.00, would it be "not fair" for the guest not to get the place for $1.00? It's called making a mistake, a**holes! Thanks for listening.

I booked a place for a week. I decided to give this website a try because the reviews were all good. I paid $250 for 7 days. But I was pretty disappointed, because the place I rented was very cold and there was no hot water. There was also no breakfast. However I was unable to sleep there at all due to a rat scratching. I called the owner, but he told there were no rats in his house, that I'm just imagining things. Well, I had rats in my flat before so I know what they sound like! I said I was sorry but I needed to move somewhere else. I contacted Airbnb and cancelled my first booking. They offered me another place, which was great! There was everything I needed! But I received only $50 from the first owner. He refused to give me more. I lived there only two days so where is money? Airbnb refused to help me.

I rented a room where the host claimed that the room was in perfect condition, was very bright and clean. When I arrived the room looked horrible! The sheets were dirty and towels were smelly! But the toilet was a real nightmare! There was urine everywhere! I called Airbnb asking for help and they promised to contact the host. I had to go back and forth with Airbnb for almost two hours, but they finally offered me a refund. They also agreed to pay up to $200 for my first night in a hotel. So I went to a hotel thinking everything will be fine. When I arrived to the hotel I was told that there was no reservation made on my name. I contacted Airbnb again and was told they changed their mind and they are not paying for the hotel. They ruined my vocation, I really hate this website!

Mr. Alvin Yip is a host of Airbnb renting out condos in Singapore. I have been a 2 Br condo in 15 Jalan Rajah Road last Sept, 2015 for an eight night stay from December 25, 2015 to January 2, 2016. Mr. Alvin Yip did not bother contacting me until I vibered him 4 days before my arrival. He then disclosed that the condo was under renovation and that he would move me to another condo in Farrer Park area. Today, mere 24 hours before our arrival in Singapore he calls me to confirm my reservation and tells me that there is a problem. He calls airbnb and cancels the reservation just like that. Now he can no longer be contacted. I was refunded the payment but I am forced to book a hotel paying twice the amount I had paid airbnb. I was put thru a lot of stress the entire afternoon and evening today.

These people do not know how to rule a company! Their service is just ridiculous! This business is illegal and this site is a trap, both for owners and guests. This company does not care about their clients, and every time there is an issue they just disappear! They never respond and never communicate with customers. I used their service in the past, and I was on both sides, as an owner and as a guest! Both times I had bad experience. When I was a guest I got in a fight with the host, he was very aggressive. I asked company for help, but they just told how very sorry they are. Yes, and that was it. When I was an owner, they got me a horrible client. He was very rude and almost destroyed my apartment! Don't use their service, they will abandon you! They cannot be trusted!

They don't have any customer support! I recently rented a small apartment which was a horrible place! That was very filthy property with many hazards like stains on carpets, broken doors and windows, with jagged edges, exposed wiring, all kind of bugs and insects, and other disgusting things. I communicated with the host through Airbnb' s website and asked him to return the cleaning fee $300. The host agreed. But later, when I left the property he refused to give me money. I asked Airbnb for help they said it was not their problem. Then they ignored all my messages and complaints. I had been using Airbnb for several months, and I never had any problems. They always were helpful and nice. But their attitude changed and I don't know why. I think I won't be using their service in the future.

I rented an Master Suite on Airbnb. When I arrived - the room was like a teenager lived in it and was junk everywhere. It was a 10 x 10 room. There was only an air mattress. There was no chairs in the entire place. The reviews had to be a lie they stated they watched TV. This was more like a hostel and not an apartment. It was a 2nd floor apartment that had been remodeled into 5 or 6 bedrooms. We had to share the one small bathroom between 6 people. I was supposed to have a bathroom that I shared with one other room. It was locked and there was a piece of furniture in front of the door. The place is run by a broker and I don't even believe the guy exist. They promised a breakfast and it was a package of english muffins and a jar of smuckers jelly. The doors were locked by Pad locks. If you don't mind a hostel, it would have been alright. I filed a complaint with Airbnb but they refused to do anything about it and refused to put on my review but allowed the host to put a review. In the review, the host acts like he is Fergus doing the review and that I been speaking with him - but I have the emails where they admit they are not Fergus. Airbnb wants to make sure that they do not appear to be a hostel and so that is why they did not print my review. So I will take this to social media - because others need to be protected

Home owners who rent through Airbnb beware! You will be charged hundreds of dollars if you help a client who accidentally books your home and needs to edit, cancel, or make any changes. You also will never receive a payout from them until after the client departs, meaning they can keep the money they receive from your client for several years. Getting a resolution from them? Ha! Good luck- when I called I was told the wait time was 3 hours. By email I was told, "we cannot make all customers happy." Yes, when Airbnb lies to the home owner, I would think most of us would be unhappy.

Airbnb has a "Verification" policy that requires you to upload onto their website your driver's license and passport. If you do not provide this information you are denied access to your account. They do NOT reveal this prior to your booking only after. This means that you cannot contact your host as all correspondence goes thru airbnb. These documents: drivers license and (especially) passport are not to be shared lightly! I have NEVER in over 40 years of making reservation been asked for such info. Exception is if one is applying for a Visa to another country and you apply thru an official Embassy. "Caveat Emptor" "Buyer Beware!"

People, be aware and don’t deal with the company www.Airbnb.com. Au. I booked apartment through the website, but when I arrived to this apartment, I was really disappointed. The rooms and everything didn’t look the same as it was on the website. I was disappointed, as well as this company asked to pay additional fee for some services, which I haven’t received at all. I wonder if there are other people, who had the same experience. Let’s share views about this website.

Location: Bellissima Grande Stanza Oltrarno
Airbnb.com: www.airbnb.com/users/show/8643717
Florence, Italy
Owner: Valerie Pizzera

Subject: AVOID THIS BED AND BREAKFAST... FILTH AND THEFT

The security problems at this location are huge. My money belt was stolen while my daughter and I were asleep on the night of May 21-22. This B&B is a dangerous location and the host is the problem.

Additionally, the place is filthy. There is black mold running down the shower walls and on its floor. Very disgusting. Take a look and laugh at the pictures!

The bathroom is pitted out with the hosts nasty makeup supplies. Stains are dripping along the counters and on the mirrors. Look at the photos!

Forget using your closets because they are crammed full of the hosts clothes!

Don't bother to try the promised WiFi ... its not working either. And, I recommend not looking under the beds and sofa!

In summary, do not book with this host. You will be very disappointed and your vacation could be ruined.

If you see this review late, I recommend holding on to your wallet or money belt and go out now to buy some cleaning supplies!

Good luck!

I reserved a home in pacific palisades through airbnb.com... It charged me the full price of the home for 2 days since I clicked on the instant book option. It turned out that the owner of the home didn't have their calendar updated so they couldn't fulfill my request. Airbnb interpretted this as my canceling the reservation against the policy of the owner so airbnb refused to reimburse me for the $65 service fee evern though the owner of the home insisted that it was her fault. I've sent countless emails to airbnb with no response... They make it very hard to contact airbnb in the first place, and then you never hear back from them... This is unacceptible! It's too bad because I had a great experience with someone else who did have their calenar updated and whom I rented their house. Do not book with airbnb! My advice to you, this is a horrrrrrible san francisco company!

The dishonest host is christina, her apartment is central, beside subway, indoor pool
Apartment - shared room & middot; davisville ave, toronto, on m4s 1g3, canada.
After an email agreement of alternated booking, I got a sudden notice from the host that the availability is gone because she assume I have changed the date and approved another new reservation on the date we had a agreement on.
Apart from the dishonest behavior and business, when I was requesting the compensation for my loss of the service fee and the inconvenience, she started insulting me and accusing me as "harassing" her and refused to refund me the service fee.

This is not just about the money, it is about the dishonest and disrespectful manner.
I am serious about this complain and I want an explanation and an apology!

I booked a 22 day stay with Airbnb in Seattle while we awaited our new house to close. 2 weeks into the stay I found we would be able to move in earlier than expected so I contacted my host and then cancelled the reservation on Airbnb. Well my host could not figure out on their ridiculously non-intuitive system how to cancel her end of the reservation so it stayed open throughout the 22 days. As far as I am concerned I did what was required according to their rules. Two months later they have "closed" my reservation and are telling me that I do not get a refund since my "host" did not "accept" my cancellation. So she keeps the money! This is over $500.
I am furious over this transaction and have gotten nothing from airbnb but the run around and then they just closed the ticket! Now I am unable to give a review on the property and what transpired.
As a side note the place we stayed was less than adequate. The linens were paper thin and the rooms smelled of dust. I had to sleep on the couch to get a decent nights sleep due to the dust and the noise from the busy street 4 feet from the window.

Negative experience as a host.

We rented a Manhattan 2BR place for 6 nights to an SF couple.
While we were away on vacation, at the time of their checking in, we learnt with disbelief that the couple had complained about our place directly to AIRBNB and got full refund on the $1, 400 rent.

They complained that there were no towels in the bedroom, we had notified them about this, and that the sheets were dirty, which was just wrong as we could prove with the laundry ticket of the day we left our place...
This is clearly a scammer's behavior. The guests just booked our place as a backup plan and cancelled it last minute.

Cancellation was done behind our back and AIRBNB would not hear anything from us, denying a fair treatment of the parties in the matter.

We rented our place via Craigslist several times before and it always went well, as we fortunately dealt with trustworthy people.

My advice is to avoid AIRBNB as a host. Obviously I will not try it either as a guest.

Airbnb run a site which generates a friendly trusted atmosphere of cheerful host welcoming wholesome guests. It does this while having in place very few concrete safeguards for either host or guest.

Any host thinking of renting their home would, under normal circumstances, take all sorts of precautions. Airbnb encourages a more relaxed attitude and offers some liability cover to ease any doubts.

Any guest booking from some random stranger via email would be very wary of handing over money. On airbnb you can be lulled by the community atmosphere into being less careful.

What airbnb really need to do is tighten up their systems to ensure hosts know what they may be getting into, and to guide guests in way that makes it very difficult for the dodgy hosts and outright scammers to operate.

Since being scammed via a fraudulent listing on the site I've seen numerous reports and reviews from other guests and hosts with similar experiences. There are two common themes:

1. I thought I was safe - the whole airbnb experience encourages this feeling
2. Airbnb customer service don't care - maybe they do if it's a simple wrinkle to iron out but if you have real problems be prepared for overwhelming indifference

Personally I'm avoiding airbnb until I see evidence that they take more serious care how they vet hosts. If I were considering hosting I'd do some serious research on protecting my property and would probably go with a local property management company.

Unless the negative news starts to damage the brand, airbnb will simply continue to operate a site with the aura of a community while providing all the protection of a car boot sale.

Recent outage costs $ for Airbnb and hosts. Why does Airbnb use Amazon Cloud as it's only server, what happened, why was there a lack of communication from Airbnb? Do you know Airbnb uses First Call Resolution Call Center for it's customer service? Did you know Airbnb did not tell First Call why it was having issues therefore the agents could not confidently give the customers a time frame or tell customers a good reason for the outage other than there is system maintenance?

I just stayed at 2 airbnb places in France (my first airbnb experiences), and I have to say that the pictures are pretty misleading, not only about the size but about the newness/cleanliness of the places. One place we stayed in was tiny and pretty old (it had $#*!roaches, the toilet gurgled every 20 minutes and sounded like it was going to explode!, the bathroom smelled of something unidentifiable but definitely gross, and the water heater was over the kitchen sink and leaked constantly into the sink.). But the pictures taken by airbnb photographers made it look like a large and new/clean place. The reviews were numerous and all positive (which makes me feel like airbnb deletes negative reviews because this place was definitely more than disappointing. And then when we went to our second airbnb place in another city (already booked, or else we would not have used them again), many of the same things happened (place much smaller than in pictures, not new or clean like in pictures, many issues like no curtain on window, smelled like mildew, tiny, many things didn't work in the apt.) I would not use airbnb again as my experience is that the pictures and reviews are not accurate, highly misleading. Buyer beware!