Airbnb
Reviews and Complaints

Trying to get resolution for a room request cancellation No 24-26 in Key West FL at 24 Hr Hotel. Room never used and cancelled within 24 hours of check in.\

Waiting for endless excuses about m guaranteed full refund for $209 on Aug 9 and $727.19 from Nov. 16. Payments made on two installments. Refund guaranteed by Hotel manager and never issued to my credit card. Please advise. All this is harboring health issues with me! Not fair!

After being a super host for over 5 years in a row Airbnb treated a really bad guest better than it did my Wife and me.

We booked a party of 4 for 2 months at our new home in North Bay Ont. 2 days after check-in our Neighbor noticed the guests moving a number of mattresses into the house. When I went to the home to investigate the tenant's group let me in and it was a shock to see at least 12 people staying at the house.

I notified Airbnb and filed a police report after being verbally threatened by the renter.

To my surprise Airbnb allowed them to stay and fined me for entering the home.

I quit Airbnb immediately and am very hurt and disappointed by this action.

The best part is that this was the guest's very first time booking an Airbnb property and we had 150 5-star reviews.

I never did talk to anyone from Airbnb to this day which is over a year later.

Sad but true.

The flat at 10 Mary St has no TV which is contrary to Airbnb policies. We arehere on 23 November for four days. The flat is small so no room to put a TV in the loungeroom, which is why a TV on the bedroom wall is fine. I have checked TV pricrs in Galway and the cheaoest is a Toshiba for 250 Euros, which is much less than the owner charges for a couple of days.

https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.airbnb.com%2Frooms%2F621941895049443013%3Fcheck_in%3D2022-12-08%26check_out%3D2022-12-17%26guests%3D1%26adults%3D1%26s%3D67%26unique_share_id%3Dd36969cf-c759-4f48-ab8a-42aacfd78421&data=05%7C01%7C%7C59cd85d46e074491342108daae080bf5%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C638013646846112450%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=39slGCU0A86GYR3HIfq8OJEhEsTsn2VQVpkzXyVndnI%3D&reserved=0

This is the link to the air bnb that I am complaining about,

This air bnb is a duplex with a parking lot behind it. The people who stay at the air bnb never use the parking lot and park infront of my house and neighbors houses constantly. This is an older neighborhood and the home have limited parking as it is. The fact that the parking lot behind the airbnb is never used is very frustrating and causes immense problems for the people living here.

Airbnb 'Aircover' guarantees mean nothing for guests. Now that I've found out how it works, consumer should be concerned. Today, the company pays no attention to the 'Get what you booked' promises. Today, the complaint process feeds you into no more than trying to get the best refund you can from the host... then you have to leave and they're done. I checked into a one-bedroom apartment in Boca Chica on September 15. I had paid about $560 for a stay of 28 days. The next day I noticed that the power failed several times. Then my refrigerator failed and defrosted all of my food, and I had no refrigerator for 5 days. All of my food was spoiled. The host promised to pay to replace it, but she never did. After Airbnb was notified, they suggested that I request a refund from the host. She offered to refund me $150 for my troubles, but I would have to move out. My losses were ignored. When I pointed out to the host how ridiculous this was, she agreed to refund $300. Airbnb remained aloof from the discussion. With this refund, I was only able to find a small hotel room that I paid $387 for another 28-day stay here in Juan Dolio. Within 4 hours of checking in, I contacted Airbnb to report that not only did I not have the promised Wifi or internet service, but other promised amenities, washer, dryer, porch, backyard and free breakfast don't exist,. Worse, the place these days is a major construction site, and dangerous. I submitted photos which I will add here.

Again, Airbnb ignored all of these issues, the solution being again, just ask the host for a refund and move out. It had taken Airbnb 4 days to respond to my complaint, so, of course, according to this arrangement, the cost for these days would be deducted from whatever refund I received. I am now waiting for a refund of about $287. Of the places Airbnb recommend I move to, the cheapest is about $725/mo. Because this place is too dangerous to remain in, I have now booked another nearby for 3 nights, all I can afford now while waiting "10-15 days" according to the receive the refund, while I am required now to check out in 2 days. This all transpired since I was comfortably situated in an apartment I rented in good faith. This kind of heartless disregard for the lives of others should be against the law.

Airbnb 'Aircover' guarantees mean nothing for guests. Now that I've found out how it works, consumer should be concerned. Today, the company pays no attention to the 'Get what you booked' promises. Today, the complaint process feeds you into no more than trying to get the best refund you can from the host...then you have to leave and they're done.

Linda Sutton

Mailing Address 10905 Henlopen Court

Silver Spring, MD 20902

Airbnb Account 18 Saint Charles Place

Brooklyn, New York 11216

September 17, 2022

Brian Chesky CEO

Airbnb

888 Brannan Street

San Francisco, CA 94103

Dear Mr. Chesky:

I have been a host for 12 years almost since the beginning of Airbnb. I am so disappointed by the recent activity on my payout account. I was expecting a payout released on September 2nd and as of today September 17th, I have not received it. I have been advised that it was a technical complication. I talked with several people representing Airbnb and have been on and off the message thread trying to resolve the issue to no avail.

No one for a number of days were able to sufficiently explain why I am not getting paid. Finally, it was escalated up to an Ambassador Joana and I communicated with her for 2 days and then she was off on the 3rd day. Today she indicated that the engineers were working on it. She sent me a message that her shift ends at 4pm and she would communicate again tomorrow because she has not received updates from the technical engineer. Yesterday I was told by Airbnb that my new bank account had been verified. I noticed a dollar was taken so I thought that was good news. Later this morning Joana told me to change my account and make PayPal my default account. I did that and I also informed her that I called PayPal and they charge 3%. This is not acceptable but Joana insisted that if I didn’t change it she could not help me. So, I defaulted to PayPal. Money has gone straight into my bank account for 12 years with no problem.

I am now begging for assistance because my bills are late with fees including my mortgage payment. I am requesting emergency assistance with monies deposited into my account by Monday. I had to borrow money to pay my cleaning person because Thursday my previous guest left and Friday a new guest arrived.

I like what Airbnb is about and have been with you for 12 years I also recently (over 30 days ago recommend a new host and have not been compensated for that), I stuck with Airbnb during Covid 19 and I secured a loan from Host Capital (recommended by Airbnb). I am at the end of the loan but they still took 30% from the recent payment that I was supposed to receive on September 2nd. They are only due $278 but they took $766. I was told by Host Capital that I should call Airbnb. Two staff members at Airbnb stated that they did not know about any loan program. Host Capital said the agreement was 30% and I agreed to that for the duration of the load not to continue after all was paid. I called them back and escalated to their legal department and they need proof from Airbnb. I was told by Joana that there was nothing she could do because she only deals with technical issues. Jamie Arnold at Host Capital insists she would research it but needs information from Airbnb. I gave her what I could provide but that is not enough. I am at wits end and in dire need of assistance. I am a senior and I am unemployed and counted on my earned monies to pay bills.

I await your assistance and I can be reached at [protected]. Your immediate attention would be greatly appreciated. I would also like a letter to my creditors explaining that my late payments are due to a technical error and not my fault.

Thank you in advance.

Sincerely,

Linda Sutton

Horrible Management working hand in hand with out of state controlled

Unethical Board of Directors

Extremely Poor Vacation destination site

Unsafe environment

Filthy carpets

Unclean Pools

Dirty Jacuzzi

Below standard security

1 Star Motel environment

Drugs, and alcohol use

Unsafe Condos used as Airbnb vacation sites

Not a safe Family destination

The Air BnB at 2005 Bush drive has been extremely loud the past two days (July 9 &10). On the 9th the music and loud voices started around 5pm and ended before 10pm. On the 10th the music and loud voices started around 11pm and went till at least 3am.

Report of fraud. I am the owner of 27 Lilac Loop in Camdenton MO, USA, the host does NOT have my permission to list the property on Air Bnb. Please have legal department call me. [protected] Lee Todd. Or I can put your legal department in touch with my attorney

Rented house in Jacksonville, FL for 3 nights that was advertised as having a shared hot tub, washer, dryer, mini fridge, and rice maker. Once we got there, a wasp nest was right outside of the front door, no hot tub or even a spot where one once was, no working washer or dryer, no mini fridge, no rice maker- bed sizes were different than listing showed. Total construction was going on in laundry room - no washer or dryer. Electrical outlets had shorts, lights flickered, power surges, and a/c not about to keep house cool. Attempted to contact host without success. I was unable to afford another place for 5 of us, so we stuck it out. Airbnb support originally advised that an investigation would be conducted, then told me 2 days later that the host was unresponsive and I filed issue one day too late and I can not be telling the truth since I didn't raise a bigger stink before I did...

Some renters advertise a price per night on the main page for their space. But when you click on the dates to make a reservation, the base price per night goes up. In this case, there were a variety of prices per night, but NONE of them corresponded to the advertised price. A conversation with an Airbnb customer care person informed me that prices can vary depending upon weekend, holidays, etc. That I understood. But in this case none of this wasn't the case.

In the price for the rental below, the advertised price is $116 per night. HOWEVER, say you want to stay one night from August 2 to 3 (Tues/Weds) and the price goes up to $325. Then you add in the $75 cleaning fee and the $56 Service Fee (whatever that is, since it's basically self service) and you get a whopping $456 for that one night in someone's bedroom in someone's house. I'm not complaining about the ridiculous price (although I could) I'm complaining about the time wasted responding to a false price.

https://www.airbnb.com/rooms/20799020?source_impression_id=p3_1653142781_VjtYo6F4fimN9Lef&guests=1&adults=1&check_in=2022-07-23&check_out=2022-07-28

I couldn't find ANY dates for the advertised price. This was not uncommon as I looked at some other places as well with the same issue. To me, this is not only a waste of time, but also false advertising. It lures people in with one price and then once they've decided on the place, present them with a completely different price.

13. May.2022

We rented a flat in Zurich with Airb&B, we have had lots of problems with the flat, as it was DIRTY, OLD and with no maintenance!

The customer support has until yet NOT RESOLVED the issue.

First of all, it took more than 8 hours for them to RESPOND! Even while knowing, that it was an emergency! After responding with "copy-paste" argumente from their website! They have ghosted me for 2 consecutive days!

The bathroom's flat has MOLD, dirty curtains, hair everywhere it is just disgusting. The shower is broken, the blinds are also broken and Airb&B has been just useless!

We cannot leave, as we rented the place for almost one month! We are coming from abroad and rented this flat close to the lake of Zurich.

So far NO ONE has helped us, nor called us or giving us advise, another flat, compensation, money back. NOTHING!

I booked a reservation with Airbnb through Anastatia to Las Vegas for March 11-18, 2022. I asked a few questions that were never answered, paid the requested amounts and was promptly cancelled on March 10th without an explanation. I reached out to Airbnb several times with no reason for the cancellation, they have not tried to contact me to explain the situation.

Had reservation for 316 Hermitage in North Augusta, SC for 3 days. Got to the place and the man named Richard said he hadn't rented his place since 2018.

The Airbnb said he was still listed as renting.

We drove 700 miles to get there and then and to turn around go home. Spent a night in hotel because we were exhausted.

Someone is lying and I really don't care because I am out the money and still haven't heard about a refund.

Airbnb blames RIchard and who knows who is lying. All I know is my contract was with Airbnb.

I had a confirmation number to say and didn't get too.

Be very careful if booking with Airbnb. They book places that aren't even renting their places.

We stayed at an apartment for 15 days and then traveled to other countries for another 8 days.

I just tried to submit a review for the apartment which we left 15 ago and noticed that Airbnb doesn't allow submisdion of reviews after 14 days from checkout.

How does one is expected to meet this deadline if they continue to travel in areas with no internet connection?

Calling customer support was useless as always.

This listing looks nothing as advertised:  It is a dirty neglected house where so much was out of order before we even arrived. I called Management, five days before we arrived, explaining that we would love to arrange an earlier check-in and later check out for our rent 03.04 - 03.06.2022. I was told that, because of staff cleaning crews and maintenance (replacing the dishwasher), this was not possible. However, the morning off; I would be informed if I could access the residence earlier. Kevin reassured that the residence was conditioned as advertised, even reassured that the complaints below from previous Airbnb renters were not accurate. They warned that the pool had been green, several others complaint below about disorderly and dirty conditions...

 

 

The day of our arrival - for a two-night weekend stay in early March 2022 -I was informed we could enter the house earlier, but there might be a pool guy working, but everything was in order for a beautiful weekend visit. I’m responsible before my principal arrives to set up the house. I immediately discovered there was dirt on the floor, broken chairs, broken table, broken blinds that could not be opened, pool not heated Jacuzzi not heated (we were charged extra for pre-heating and Kevin promised it would be done) the red canvas on the lounge chairs and umbrella disintegrated by the sun, the pool room (garage) dirty, bathroom sinks dirty, bathroom faucets clogged with calcium deposits. The shower in the main guestroom did not have hot water, it smelled in the entire house from sewage that had backed up. The floor tiles were so loose that at one point when we stepped on them they came out of the floor. The dishwasher had never been replaced and I was told the cleaning lady could come in to wash the dishes.

That’s not very helpful when we have six people staying in the house and I’m preparing breakfast lunch and dinner for them. The furniture in the bedrooms is chipped and cheap.

 

The billiard table had sticks without felt on the tip and it was impossible to use them to play games. The towels in the bathrooms are old, so are most of the pool towels. The center burner in the kitchen only ignites halfway, the marble in front of the kitchen sink is broken in four locations and sticks out about 2 inches to the front; which is slightly dangerous when washing dishes. Lightbulbs were missing, inside and outside. Some of the lightbulbs over the barbecue seem to have melted from the heat. When I called Kevin and asked why the pool had not been heated I was told that the pool guy was on his way.

In the hour of the guest arrival, they send somebody for maintenance to clear out some of the mattresses, screens and cleaning material stored by the side of the house... The pool tile is dirty, the wall behind is a mess! Seriously, this renter is an insult to Airbnb.

 

When the principal arrived we discovered that the automated gate did not work and needed to be manually opened or closed. I contacted the management office and shared pictures and I texted Kevin who decided not to respond and let us go through the weekend without ever asking if there’s anything else they could do.

 

This house - for the price advertised in okay condition - would be a very nice deal, but as it was presented to us; dirty, neglected and clearly not up to par with Airbnb basic regulations - I would not have paid $100 to stay there a night. Airbnb should take this very serious: It is unacceptable to have people like the Junipero residence in Palm Springs falsely advertising a pristine beautiful house, with reviews that seemingly are filtered, from years ago. I’m highly disappointed by management and Airbnb.

Highly dissatisfied with my experience with Airbnb.

I had made a reservation on December 25th, 2021 to stay in an Airbnb in Guatemala.

Host: Mark

Confirmation Code: HMP4YKDAC5

Reservation Date: Feb 11

Name of Home: Casa Querencia

Airbnb Support Member: Shaheed K

On January 10th, 2022 the government of Guatemala put into effect new COVID restrictions, so I was no longer able to enter the country (see attached).

I contacted my host to request a refund and was denied. I contacted customer service and was denied. Reason being, COVID was a “foreseeable circumstance”. Unfortunately, I cannot predict the future including the decisions of government official. I didn’t “foresee” that I would no longer be allowed to enter the country.

I do not appreciate how this has been handled by your company. I have requested a full refund of $281 and was denied on the basis that the government’s decision is “not a restriction” according to your employee. Unfortunately, it is. I have been restricted from traveling and your company’s refusal to acknowledge it as such is disappointing and unacceptable. I have been discriminated against based on my beliefs and right to choose what to do with my body. I demand you do better and refund those who have been taken advantage of. I booked a reservation in a country that I am no longer legally allowed to enter, because I am unvaccinated, and you refuse to refund me. Unacceptable.

I am complaining about my stay in Miami. I booked a stay for me Michelle adams and my daughter Milayna Powell. I was not able to make my flight, so my daughter went alone. Well, she went out on 2/18/22 with her friend, so her firnd spent the night over. She was only there ofor half of a day. Omar, the owner ask my daughter to leave today @ 1700. He is refusing to refund any of my money $1300. I feel that this is a legal issue and I am filing complaint againt this company and him.

Booked a stay through AIRBNB in Kissimmee, Fl., in September. The deposit of $200.00 was suppose to be refunded after our stay. They stated due to two towels being damaged, they would have to deduct 25.00 form the 200.00 deposit. We never received the $175.00. All communication to AIRBNB was never answered, and we never received the $175.00 refund. We are senior citizens on a fixed income, and need our money refunded. We only were in Florida because of a death in the family, this was not a vacation.