Airbnb
Reviews and Complaints

I hosted a guest at the end of August who ruined my new Bosch oven. I contacted the guest and Airbnb immediately and before the next guest checked in. I got a professional Bosch technician to assess the damage and after the guest refused to pay damages, I filed a claim with Airbnb. I have been a super host for several years and I have never before or after this incident filed a claim with Airbnb.

The "claims department" does not have a phone. They are slow in responding and send generic copy/paste emails that are not customized or relevant to my case. I have tried to escalate my case several times. Each time, I am informed that my new claims officer just came back from vacation (?), that s/he needs time to review my case and that they will get back to me. They then write back with a generic message saying that unfortuntely my claim cannot be processed and include either a link to a 200-page document or with instructions that are not relevant to my case (e.g., contact the guest). The few times that I arranged for a "supervisor" to call me back, they did not really speak English and would come back to me with a written email along the same lines as described above.

I am disappointed in Airbnb's "claims department". They do not have the proper training or skills to deal with hosts and the whole operation feels like a rip off. The billing department works great to collect fees from guests and hosts but if there is an issue, there is actually no one to help find a resolution.

I have a service animal. And to be courteous asked this host if they were ok with animals at this place. Although the Airbnb rules state I do not have to ask for a service animal.

This host then asked me what service my animal provides. I told her that is my private medical information. She did not reply but instead made her place unavailable to me. This is pure discrimination, and isn't right.

My property is listed with Evolve Vacation Rentals. They have my property on about 6 different sites, including Airbnb. This year Airbnb starting collecting TOT, (bed tax) against my wishes on the stays through their site.

Before Airbnb tax collection, tax paperwork was easy, I just paid 12% on everything. Then, Airbnb started collecting taxes and sometime they did not. Sometimes it was 2% and sometimes 10 %, instead of 12%. It just seemed random.

The biggest ongoing compliant is that they refuse to send me a tax printout. Each quarter taxes are due I have spent several hours on email or by phone trying to get them to send a printout. I either have to have Evolve email it to me or take a lot on time doing it manually. So instead of wasting time with calling Airbnb this time I am complaining here and cautioning people about this problem if hosting.

We are frontline medical professionals who have been working so many extract hours fighting COVID-19 and save lives to the limits. However, when both of us finally get time to break and trying to relax and fishing to close beaches because we have the NC fishing licenses, we have experienced the biggest scam ever, it is not only, ruined our vacation, but also severely damaged your reputation as a public company.
Misleading: when we search for the property in Ocean Isle Beach, NC. This property comes first on the list without an address. After booking, it comes back with the address on Myrtle Beach, SC. It is in different states.
That is the first cam: Charged us when message stated you would not be charged before host verified.
Due to the state discrepancy stated above, we canceled in 2 minutes when the message" you would not be charged before host verified" was still on. But it comes message non- refundable. That is the first cam.
Discrimination:
We don't want to ruin our vacation and of course, no one would like to pay double so we decide to reinstall the reservation. Your company customer service rep "John" not sure his true name and refused to tell the last name stated that he has personally got the answer from "host". We have waited for more than 3 hours until the cut-off time has passed for reinstall. During the time, we has called 4 times to your company and told us that only the person who personally get the answer from "host" can process the re-installment, the only way I wait the person's call even we show the message from "host" with insulted " do you understand English" and refuse to us to talk to the manager " the manager is helping other customer" every time But so far no manager called us even they promised that the manager would call us within 24 hours. It leads us to believe that discrimination on purposes.
Another Scam:
Due to the cut-off time passed and not being able to reinstall the reservation, the host texted us to ask us just go to the property and you can pay the difference if they have and she give us the access code and address. On good Faith, we trued the host and left the house driving 6 hours to get the property. The security personnel refused us stated the "host" denied even we show the text messages from the host, they are not allowed to give the phone # and asked us to leave stated trespassing with very discriminatory language. We have called the police but they would not be able to help since it is a civil matter.
At 10pm at night, we decided not to ruin our vacation anymore and found other placed to stay since we only have a couple days' vacation and have so many covid-19 patients waiting for us to save. We are here to request you not only for a full refund but also the necessary compensation. Of course, we would, not only seeking public support but also, more importantly, warning all Americans to void such scams especially for the frontline professionals and Asia Americans. If you have any questions, please contact me,

I am a Airbnb superhost, for about 5 years now, and I have always been extremely disappointed in your customer service. The people you talk to don't speak English very well, the hold time is around 15 minutes on the average, but even when you are able to talk to someone, are extremely unhelpful, never call back, and it takes many phone calls over several days, which is frustrating and a waste of time. Usually, they lie to you, and no one ever calls back, and if they do, its more of the same.
This time is worse than ever. I had a guest who damaged my floors, and I've been told to file a complaint in the resolutions center, which I am trying to do, and I have been working on since August 25, but one support person, 2 days ago, shared screens with me and told me there was a glitch in the system, and I would need help from another department to troubleshot the problem. No one can tell me the name of this department, one person told me that it was "against the rules" to tell me who would call me back. The other problem is that there is no way to contact the person you have just talked to. One person yesterday said she was calling me back to fix the problem, but she called when I was not at my computer, and said she was not the right person to troubleshoot the issue, after explaining everything again to her for the seventh or eighth time. I asked he if she would have this mysterious department call me, and if they could call (since I can't contact them), between 6:30 and 7:30. She said yes, and of course, no one has ever called me. Now it's 2 pm on August 31.
I have worked in corporate America for 40 years, 5 different Fortune 500 companies, plus a few smaller outfits, and, without exaggeration, this is the worse customer service I have ever seen. I frankly don't think I can continue as an Airbnb host, as I can't run my business this way. The report has to be filled out, and your own rules stipulate it be done before the next guest checks in. I need some technical support, and after all this time, I am getting desperate, not to mention angry.
Can someone there help me wind this problem down?
Jon Savage
Superhost

We will no longer be using Airbnb did to their anti American position and the fact that they want to bring terrorists to our neighborhoods. You're helping to ruin our country and we will no longer be a part of that. Our money will be spent with patriotic companies. Stop your destruction of our country now. It's entities like yours that destroy lives.

I am awaiting a refund of a canceled trip over new guideline restrictions on the state we were visiting. We have a reservation booked for September 23rd and we called to cancel to receive a full refund due to the requirement of being fully vaccinated to visit the cities attractions as well as any restaurants, bars, groceries etc. I called the owner of the rental for a refund and he refused. I then reached out to Airbnb and they told me they could only offer 50% refund. Today is August 13th and my trip is over a month away. I should receive a full refund due to the new laws in place in New Orleans. The vaccine is not something that should be forced and this is absolutely ridiculous. I should receive a full refund!

I am a neighbor living close to this property. I was told this is an air b and b.
Yesterday the DEA raided this building and arrested 6 people in a drug bust.
it is clear that they were using this property for illegal drug deals. I have no idea who the owner is and that is why I am coming to you directly.
Thank you for your attention to this matter
Ron D'Aloia
[protected]@sbcglobal.net

We arrived just before midnight to the area, Al Hamra, RAK, for the booking. On reviewing the booking confirmation information emails, we could find no actual address for the letting. After 2 hours of trying to contact the owner and AirB&B 24/7 support, we had to leave. We could only stay in Abu Dhabi, but had to get PCR tests. We slept in our car in 38 celsius for the night, with a dog.

A week and several emails later, we have had no response with regard to at least a refund, though I feel we are owed compensation.

In addition to the cost of further PCR tests, my husband lost work as a diving instructor and damages to his reputation as a professional.

wanted to rent a home in san diego for next july, was all set book at $ 395 a night, contacted host to check on one item, replied back to concern and informed us the rate would jump to $795 because his 2022 rates have not been updated, yet on the web site i could have still booked it for next year at the $ 395 rate, emailed the host asking him to honor the rate that was STILL on his website, he replie no.
does this seem possible ?
perfect beach house san diego host is Mitch
address 824 Ostend ct
san diego, ca

My resort room got broken into and I ended up in the hospital over it. They have failed to help their customer. I have emailed the CEO numerous times and they are bending and breaking the law by lying to their customer.

Gave a 4 month prior to going cancellation. They kept all the money I sent. Cannot get a refund. We paid over 1990 dollars. We found out 4 months prior to arrival date that covid was keeping us from going. I should have kept the reservation. Then just not showed up. The people who rented it to me would not be able to rebook it. I do not think it is fair that a health concern and 4 month notice is not good enough. The notice said I would get half refunded. I got nothing.

I booked a house because listing showed entire home. 5 minutes later I realized the listing was totally deceiving and last 4 words of desc of house said master bedroom wasn't included. I started conversation with host about it She then went on to tell me to cancel reservation, she told me that about 4 times. But now y'all are only wanting to give me a refund for less than half the booking. It's obvious the listing is deceiving and everyone I showed the listing too also agrees including my attorney. So I want to know how we are going to resolve this issue. I spoke with customer support and have gotten no where even sending them messages where host told me to cancel on numerous times

I am an ACT residents and I booked accommodation with Airbnb for Wollongong, Australia for July 5th - 9th, 2021.

The city entered in Covid 19 lockdown from June 28th until at least July 11th.

It was illegal for me to go from ACT to Wollongong, but I only received a partial refund, so I didn't receive back $375.

I wrote to Airbnb, but I got no answer.

I should be entitled to a full refund in this situation.

I tried to book a stay in Florida. Not able to upload ID after numerous attempts, following Airbnb elected method. Airbnb not helpful after speaking with a customer service representative. I was promised a same day supervisor call back. Then I sent a number of emails over the next few days to Airbnb. Only received some canned, non-responsive email replies. No call backs.

After got some outside help and uploaded ID another way---host jacked up posted price by nearly 75%. Forgave her---she claimed mixed up as to pricing and cleaning fee and has also added that she has a medical problem. No Airbnb response to my raising this as well. False pricing.

TERRIBLE AIRBNB SETUP AND CUSTOMER SERVICE. FALL PRICNG. STAY AWAY FROM AIRBNB!

I received a $500 gift card for Airbnb for Mother's Day. I tried to use it and it indicated it had already been redeemed. I have been trying for over 24 hours to get some answers from Airbnb and no one can answe me. No one can tell me if they will be refunding the money to my gift card. They can't tell me if they have a process to see who used the card or how they will remedy the issue. All they say is that they will give me updates every hour. They don't. They can't give me a timeframe for resolution….hours, days, weeks or months.

On February 25th, 2020 I booked a reservation for a house in Santa Cruz for my nephew's wedding on August 16th, 2020. however, in March 2020, the World Health Organization (WHO) declared the COVID-19 outbreak a pandemic. and all plans were put on hold or canceled. as a matter of fact, life stopped and restrictions became very strict. on April 13th I contacted the host and Airbnb to cancel the reservation. here is what happened to me since that time:
I am taking the time to write you directly about my personal experience with Airbnb last year. I am disappointed and upset over the thought that I have had to deal with a chargeback from your company for a cancellation I made last year due to covid19 restrictions. Although I believe that I tried going through the right channels to resolve my dispute. I know I shouldn't have been charged back my deposit fourteen months later.
Airbnb had promised guests full refunds if they canceled due to COVID concerns between March 14 and April 14, 2020, however, Airbnb has now allegedly failed to provide those refunds to many guests, my research I found that Airbnb paid less than 25 percent of what they were supposed to receive under their agreements with guests.
Airbnb has declined to refund my August 14th stay over the extenuating circumstances policy. Airbnb has stated that the government-enforced lockdowns and tier restrictions do not fall within the company's "extenuating circumstances" policy which was implemented in response to the Covid-19 pandemic. However, I have been left short-changed after believing I would be entitled to refunds for canceled reservations. However, despite Airbnb's promising coverage for Covid-19 to help protect the community and provide peace of mind, hosts are only liable to pay out if they include a refund clause in their terms and conditions.
Airbnb platform no longer sees Covid-19 as what it calls an "unforeseen event" even if government legislation makes travel to holiday accommodation impossible. Legally obliged to pay back to customers in the event of unforeseen circumstances. on the contrary, the government department and consumer watchdog, The Competition and Markets Authority [CMA], has said that customers affected by government cancellations through no fault of their own should be refunded and businesses have a duty to offer them. Airbnb should have extended the refund window, since the order went into effect on Thursday, March 19, 2020. The order was in place until further notice at that time. It covered the whole state of California. California modified the order and release of the Blueprint for a Safer Economy, to permit gradual reopening of certain businesses and activities on August 28, 2020.

As a matter of fact, on May 12 2020 Los Angeles County's stay-at-home orders were "with all certainty" to be extended for the next three months, the County Public Health Director Barbara Ferrer acknowledged it at the Board of Supervisors meeting. This is what we also know: that August 2020 was the deadliest month of the COVID-19 pandemic in California, even as the state was starting to make steady progress in reducing infections, hospitalizations, and deaths.
It's also unclear whether Airbnb's policy and contract changes throughout the pandemic are binding in any way. Since they were made after COVID-19 happened & in response to COVID-19. The "extenuating circumstances" policy was designed to protect guests against unforeseen circumstances.
in March the World Health Organization declared COVID-19 a pandemic, Airbnb contends, "COVID-19 and its consequences are no longer unforeseen or unexpected." ( However, I booked my reservation in February before the World Health Organization declared COVID-19 a pandemic & I canceled the reservation on April 13th).
I am sure Airbnb has been inundated with the covid 19 fallout, but I do hope you can take into consideration that changes to the policy should have been on a case-by-case situation more than just changing the policy in the midst of the pandemic. I hope that you will take the time to personally investigate my case and resolve this chargeback dispute of my deposit fee that occurred 14 months later.

Hi please read following chat data between myself and suuport and please assist/ contavt me
Ashleigh
[protected]@outlook.com asap please.

-REAGARDS ASHLEIGH
[protected]

Airbnb bot2:15 PM
Hi Ash, we're here to help. Let's start with some questions so we can get you to the right place.
Do you need help with a reservation?
Yes

Ash3:03 PM
Yes
Message from Airbnb Service
Messages may be monitored to help keep you safe from potential fraud or for product improvement purposes. Some content may be moderated or blocked.
•3:03 PM

Airbnb bot3:03 PM
Which reservation do you need help with?
Select a reservation

Ash3:04 PM

Maribyrong Entire 2Bd2Bth APT*City View B
15 Jun. - 18 Jun.
2 guests

Airbnb bot3:04 PM
Can you describe your issue in a few sentences? Focus on the most important reason you're contacting us. I'll use what you write to find you the right type of help.
Please don't provide sensitive information, like credit card numbers.

Ash3:04 PM
I selected dates incorrectly making booking

Airbnb bot3:04 PM
Here are some topic suggestions based on what you told me. Does one of these look right?
Changes

Ash3:04 PM
Changes

Airbnb bot3:04 PM
Got it, this information might help.
Want to change a reservation?
Go to your trips to submit a change request to your host. If your host accepts, your reservation will be updated, and you'll be charged or refunded accordingly. If they decline or don't respond, your reservation will stay the same.
Go to your trips
Learn more
Is this the info you needed?
Somewhat

Ash3:05 PM
Somewhat

Airbnb bot3:05 PM
Sorry about that. What would you like to do next?
Connect me with a person

Ash3:05 PM
Connect me with a person

Airbnb bot3:05 PM
How would you like to connect with us?
Select a contact method

Ash3:05 PM
Call us

Airbnb bot3:05 PM
Okay, here's our number. The person who takes your call will be able to see everything you've already shared, but you can always add more detail while you wait.
If you leave this message thread, you can get back to it from your Airbnb inbox.
Call +[protected]
Message from Airbnb Service󱜄
Thanks for your message—we'll reply as soon as a Support Ambassador becomes available.
•3:06 PM

Ash4:29 PM
Waiting for response

Airbnb Support7:56 PM
Hi Ash,

Thank you for reaching out to us, This is Patricia, your Support Ambassador from Airbnb, and I will be more than happy to assist you.
I understand where you are coming from and it seems that you would like to alter reservation HMKXPBXAAN from original June 15-18 to new check in on June 21.

In regards with this, I can see that there is already a pending request for alteration and the host just needs to accept it from their end.

Due to this I will go ahead and contact your host and let them know to accept your request so changes will apply.

Please let me know if there is anything else I can help you with.

Best,
Patricia

Ash8:23 PM

Once again the host just came back to me and I was sent a notification that they declined my request again

Ash11:14 PM
Hello
16 Jun 2021

Airbnb Support1:49 AM
Hi Ash,

As we discussed, I wanted to follow up here and confirm that a colleague of mine will be getting in touch with you soon. In the meantime, if you have any further details or change of circumstances, please feel free to reply to this email.

Best,

Ash12:48 PM
Could I please get a call back in regards to this
I am very concerned that I have lost a lot of money and have not got much communication from air b n b in regards to this matter

Ash9:10 PM
Could you please reply
17 Jun 2021

Ash11:30 AM
I have tried to return callls to air b n b though the line cut out I am patiently waiting call back - regards ash

Airbnb Support3:18 PM
Hi Ash, Thank you so much for reaching out to Airbnb. This is Edlyn, one of Airbnb's support Ambassadors. How are you? Apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests, so your case has been just forwarded to me now. I tried calling you, but I was only greeted by your voicemail.

I'm sorry to know that the dates that were booked with your host La Maison Homes, were incorrect that is why you have requested for an alteration. We have tried contacting your Host, but they declined, since the booking was last minute. We can only process an alteration if both party approved, but on this case since your host declined.
Im trying to call you again, but we are currently having a system issue, so its not possible at the monet.

Ash4:34 PM
Well I have been stressing about this and I have been trying to contact Airbnb ever since and they have been very difficult to get a hold of and even more difficult in returning a call when they say that they're going to call me back very soon and give me an answer I have been very very upset and concerned that I may have lost over $500 With making this reservation with incorrect dates. I immediately contacted host As soon as I was aware of the error which was within approximately half an hour with my apologies and a request to have my error rectified and the reservation booking amended to the correct dates, I'm very upset to have it Denied now twice Now as I am a constant user of Airbnb and the lack of communication I have received from host and also Airbnb has upset me and also makes me doubt using the company now from here on in I am unsure what to do from here I am still waiting patiently for Airbnb I returned the phone call and spoke to 2 people and was transferred to a different department again and then suddenly while waiting on hold, the phone line connection cut out, i'm still patiently waiting for Airbnb to contact me once again.
- regards
Ash

Ash5:28 PM

Ash5:36 PM
Surely I am eligible And in my rights
To have this refunded this has been appalling communication and customer service and I'm still waiting for even just some reassurance that someone is actually working towards a solution at the moment for myself in regards to this, I'm at a point now where I am left with choice but to request/demand a refund to have this amended even if that would to be a voucher As reimbursement I guess to use towards my next stay through Airbnb I would be satisfied if need be though I'm not sure if I'm going to use Airbnb after this.
I'm very upset as I am a very good constant customer and also promoter from word of mouth Encouraging/ referring family and friends to use Airbnb for accommodation and holidays often
Return to Inbox

Sent from Mail for Windows 10

I contacted Airbnb to file a claim for damages and ignored house rules specifically regarding Drug use and Smoking in the unit.
Trentin Harrell was our guest from May 19-May23. Upon his departure, we discovered that our home was trashed and evidence of drug use and cigar smoking inside the unit were visible. I took photos of the filth left behind and damages to furniture, amenities and bedding to name a few. We also had items missing from the home.

In the most recent email I received today from the Airbnb "Support Team" dated June 4th, they claim that they will not be able to process my request.

I filed my complaint immediately on the day of this guests departure because I had another guest checking in the same day. Airbnb is claiming that I did not file the complaint in time!

How much faster can one file the complaint? I was quick to gather photos of the damage, scheduling a plumber and housekeeping to do a deep clean and in addition we had to hire a company to come in with an Ozone machine to remove the cigar stench from my home. It still lingers today!
It takes time to do all of this work, scheduling of services and preparing the claim backed up with invoices.

I commented that the support team read the message thread left by the guest that checked in after Trentin departed. They were quick to notify me that they smelled the odor of cigars... Proof right there!

First and foremost, this guest should be held accountable for what he did. When a guest books a property, they have to click a box claiming that they accept the hosts house rules. Correct?

House rules were not obeyed, but Airbnb doesn't seem to care about that.

Why bother adding house rules to your listing if it doesn't matter anyway!?

I am horrified by the lack of support from Airbnb and will be looking into using other platforms and terminating my business with this company as they obviously could care less about their hosts.

Hell, we're the reason why you are in business!

To Whom It May Concern,
I made a booking for one month for a room in London and received confirmation of my booking at 19:20 GMT on April 5, 2021. Reservation code HMJCKTDDEM. Upon arrival at the confirmed booking I called the host on telephone number +447742668673 as I was not able to find the address. This was at 19:52 hours on April 6, 2021. The host Jozeaf returned my call at 19:58 after not answering initially. The host said he did not receive confirmation of the book and as a result was not in the property. He said the would call his girlfriend and ask here to get me the keys. He called back at 20:08 to ask if I could pay a deposit as he doesn't know how Airbnb works and reiterated that he didn't receive confirmation of the booking. He then said he has to speak to Airbnb and call me back.

I called Airbnb on +4402033181111 at 20:18 hours to report the issues I had with the host. I spoke with Marco from Portugal. Marco told he he would be calling the host to find out what the problem as with the booking. The host called back at 20:32 to say the booking as too cheap and asked if I could pay him an extra £100, to which I said no. He host then said he would not be able to allow me to use the room.

I received a call back from Marco from telephone number +1(844)2342500 to ask me to go to coffee shop to get out of the could and to give him a chance to resolve the issue with the booking. He said he would need to wait 30 minutes to allow the host a chance to respond.

I then rang Airbnb 7 times between 21:32 and 23:13 hours to get this issues resolved, speaking to several different representatives who were all enable to find a resolution that would take me out of the cold and into a comfortable place to stay for the night.

Although I initially called Airbnb at 20:18 hours the booking was cancelled until 22:28. It wasn't until 00:13 on April 7, 2021 that you supported team told me to find a hotel to stay in even though I had not received a refund for the cancelled booking.

I was left out in the cold from 19:30 until after midnight. This has been an extremely stressful and painful experience and there still has not been a resolution to this matter.

After having to sleep in the streets last night no one bother to call to see if I was still alive. I called Airbnb this afternoon at 13:00 hours and at the time of this messages I am still in the streets with no where to go.

How do you intend to compensate me for this inhuman experience?