Airbnb Reviews 

-0 My Experience With Airbnb – Extremely Disappointed

I am extremely disappointed with Airbnb and the way my family’s situation has been handled.

My family and I experienced harassment from a host’s neighbor, racial discrimination, and what we believe was discrimination against our children with special needs.

The situation escalated to the point that the police were called. During their response, property was damaged, including furniture and a window. Despite explaining what happened, I am now facing financial consequences for damages that my family did not cause.

The host, Kenny, claimed to have cameras to identify who was responsible for the damage, yet I am still being held financially responsible.

What is even more disappointing is Airbnb’s response. I contacted customer service and escalated the situation to a supervisor, but my concerns remain unresolved. Airbnb is withholding my refund, and I have not received the fair resolution I expected.

Airbnb advertises itself as a platform where people can feel welcome. However, what happens when a guest experiences discrimination, harassment, and unfair treatment? Who protects the guest?

Families, especially families with children with special needs, deserve respect, safety, and equal treatment.

I expected Airbnb to investigate the situation fairly, protect its guests, and take accountability. Instead, I feel ignored and financially penalized for something I did not do.

I hope Airbnb takes this complaint seriously because no customer should have to fight this hard to be treated fairly.

As a Superhost, I rightfully earned a $100 Superhost reward coupon. Following an account dispute where I reported severe guest violations, Airbnb completely locked access and arbitrarily withheld/confiscated my earned $100 monetary coupon.
​Refusing to reissue or compensate an earned incentive is an unfair business practice. I am requesting the immediate return/payout of my $100 reward. Case #A131296394.

Airbnb Customer Service Has Gone Seriously Downhill — One Star

I’ve used Airbnb’s customer service in the past and had no complaints. Unfortunately, my recent experience was absolutely horrible.

I contacted Airbnb for assistance recovering personal belongings I accidentally left behind at a rental property.

The representatives repeatedly provided inconsistent and conflicting information. Several agents struggled to communicate clearly in English, making conversations unnecessarily difficult and frustrating.

Frankly, in my opinion, the representatives were poorly trained and incompetent at performing their basic customer service responsibilities. Getting consistent answers or practical assistance seemed nearly impossible.

I wasn’t expecting special treatment. I simply wanted clear communication, accurate information, and competent assistance.

For a company as large as Airbnb, this level of customer service is unacceptable. Whatever changed over the years, it certainly wasn’t for the better.

Extremely disappointing. One star.

Do NOT book car hire via Airbnb, particularly if there are extra options to be paid at the rental counter. I made a booking and wanted an additional driver. Although my confirmed booking said the cost was £48 to be paid at the rental counter, Avis (another group of shysters) charged me £108 because they said they don't agree with third party quotes - it wasn't a quote, it was a booking. Airbnb washed their hands off it and said the rental car company can charge whatever they like. So why would you book through Airbnb????

Usless scammers , after i pay 2000 for month accomodation , host not reply , money gone i sleep on street 2 nights , dirty bastards

The absolute worst company when it comes to customer service, respecting the clients and professionalism. I have been booking through Booking.com for years without any issues. My friend suggested Airbnb. After only one week, I have PTSD and haven't slept in days. It's almost unbelievable the horror dealing with these people.

Airbnb has lost my trust

As a host, I feel completely unprotected. In my experience, Airbnb sides with guests and leaves hosts fighting to get paid—even for nights already used. This encourages abuse at the host’s expense. If you’re thinking of listing your home, think twice. I no longer trust Airbnb to support me when something goes wrong.

I am writing this formal review regarding Airbnb’s severe failure in host protection and lack of due process under Case #A131296394 and Consumer Ref #209504283.
​Our host accounts - Assala House & - Beach House) were wrongfully suspended following a malicious, retaliatory counter-complaint filed by a guest (Reservation HMEXHEXN9E).
​Key Facts:
​We were the FIRST to report the guest to Airbnb Safety for severe illegal drug policy violations, extortion, and threats.
​Airbnb Safety acknowledged our report and confirmed action would be taken.
​Only after being reported, the guest filed a false counter-report.
​Automated systems cross-suspended both listings and illegally withheld our earned $100 Superhost reward payout (earned after 4 consecutive quarters).
​Despite providing full video documentation of the guest's conduct and chat logs confirming our initial safety report, Airbnb support has failed to apply their own Anti-Retaliation Policy. We demand an immediate executive manual override and the prompt release of our held funds.

If I could rate less than zero, I would. It took me 2 hours and my right kidney to just register. Then I made a res, but had to change it. And they charged me twice for the same day! A HORRIBLE EXPERIENCE TO NEVER REVISIT!

Absolutely no support for properties.

Had so many issues when letting all ignored by AirBnB, no longer use them:
2x prostitution hires
1x customer cancelled the booking once they had accessa, got refunded and refused to leave

Would never recommend to anyone.

There fees are extortionate also.

AIRBNB HAS COMPLETELY FAILED ITS CUSTOMERS. BUYER BEWARE.

After this experience, I have completely lost confidence in Airbnb as a company.

I paid $1,413.03 for accommodations that were supposed to provide a safe, clean, and secure place to stay. Instead, I encountered bed bugs, an unsecured bedroom without a functioning doorknob or lock, filthy common areas, and concerning discrepancies between the advertised property and its actual occupancy.

I documented the conditions, reported the problems promptly, and left without spending the night.

You would think a company worth billions of dollars would have clear procedures to protect customers from properties with serious sanitation and safety concerns. Apparently, expecting basic accountability is asking too much.

My experience attempting to resolve this situation through Airbnb has been exhausting and deeply disappointing. Rather than receiving a satisfactory resolution and a full refund, I have had to repeatedly advocate for the return of money paid for accommodations I could not reasonably use.

A travel credit is not an acceptable substitute for returning a customer’s money when the accommodations themselves are the problem.

Airbnb collects substantial fees while promoting trust, safety, and convenience. But what happens when a listing fails to meet those expectations? In my experience, the burden falls squarely on the customer to document everything, repeatedly explain the situation, and fight for accountability.

I am not asking for special treatment. I am asking for the bare minimum: safe accommodations, accurate listings, responsive customer service, and a fair refund process.

Airbnb needs to stop treating serious health and safety complaints like routine customer-service inconveniences.

Until Airbnb demonstrates that it takes these issues seriously, I cannot recommend using this platform. Hotels are looking increasingly attractive when the alternative is paying more than $1,400 for an unacceptable property and then having to fight to recover your money.

ONE STAR. A COMPLETE FAILURE OF CUSTOMER SERVICE AND ACCOUNTABILITY.

Airbnb took my 300$ payment for a booking. After they took the money they ran a background check and denied me from the platform. That is fine and is their right to deny me. The issue is they denied me after they took my money and then they refuse to refund me even though no service was provided. I didn’t do anything wrong. I verified my identity before booking. I didn’t even get the chance to check in. They denied me and then gave me no option to get my money. After speaking with 10 separate phone agents I have found I am stuck in a loop of ai generated emails that do nothing but tell me they are keeping my money. Every time I’m told a specialist will help me out and nothing happens and nobody reaches out to me and I restart the never ending useless process of ai generated emails. They refuse to give me any option of a refund.

As a "Superhost" since 2015, hosting a portfolio of 40 listings, I cannot express my extreme digust with Airbnb loudly enough. Their new policies does not allow me to share mandatory building rules with guests. After 6 months of announcing that they plan to change pricing structure, they decided to implement it at random just as the busy season starts. Resulting in massive losses. You are not allowed to tell guests sharing a common space like a kitchen to wash their own dishes or take out their garbage, because Airbnb has classified it as "heavy manual labour". The same bugs that have been in the app since 2015 has not yet been fixed, and with every "update" (that happens annoyingly frequently), it gets worse. I honestly hope there's a new booking platform soon to replace this bunch of clowns.

Dissapointing, dissapointing
I boocked a flat in Benidorm and this was cancelled 4 days before my holiday.
Not trusted. Not recomended

I reserved this Villa in LosPargos, Costa Ric for 2 weeks in July (July 17 through August 1, 2026). My sons and I were staying in Costa Rica for a month and this was our intended second destination. After we arrived, I realized that the remote location was not suitable for travelling solo with younger children. So, I contacted the host for our second accomodation and asked to modify our upcoming reservation to check-in a few days earlier and stay a couple of days less.

Caroline, the property manager agreed, but said she needed to confirm with Christian, the owner. I changed our reservations for the remainder of the trip to accomodate the new itinerary. And then I waited several days for Christian to get back to me. Ultimately, I had to extend our stay at the first rental because he had not responded by the proposed check-in date. On the last day that I could receive any refund for my reservation, I texted and said that if I didn't hear back, I would contact AirBnB directly to request the change. Caroline responded and said Christian would call me the next morning.

By the time Christian got back to me, it was 2 days past the proposed check-in date. As a result, the total duration of our stay was reduced from 2 weeks to 1 week. Christian agreed to modify the dates but refused to provide a refund for the additional days. He said he could either cancel and keep my money and I would have to pay for a new reservation or modify the dates and keep my money, but at least I would have a place to stay. He said he knew I would write him a bad review either way, so he saw no reason to accomodate me. Eventually, he agreed to modify the dates and provide a partial credit of 30%. I was losing over 1K, but agreed because I had no choice.

The night before we were scheduled to check-in, Caroline contacted me and said she couldn't modify the reservation dates unless I requested a cancelation. So, I requested a cancelation. She canceled the reservation, but never modified the dates or provided me with check-in information and then blocked my text messages. My texts started bouncing back with an error saying that I needed to request permission to contact the host.

After attempting to reach Christian and Caroline for over an hour, I contacted AirBnb. I explained that I was supposed to check-in the next day and the host was refusing to provide the check-in information or accept my text messages. I waited from 5:00pm until midnight for them to address the issue. At midnight, I gave up and reserved a new property, spending an additional 2K. At 2:45am, I received a message from AirBnB saying that Christian canceled my reservation and refused to provide a refund.

Since Caroline and Christian never modified my reservation to reflect the earlier check-in date, the night I called AirBnb, it seemed like I was requesting the check-in information several days early and AirBnB purported that Christian was acting in accordance with their reservation policies because he wasn't required to provide the check-in information that far in advance. As such, according to their records, I was merely attempting to cancel a reservation a few days prior to checking in.

In total, I lost approximately 6K from Christian's rental, plus $800 for extending my reservation at the initial rental and 2K from the new rental; nearly $9,000. They left me stranded in the rainforest with 3 children and depleted my entire vacation budget.

I spent at least 1 to 2 hours nearly every day for the remainder of my vacation on the phone with AirBnb trying to get my money back. Most of the representatives were not native English speakers and couldn't understand what I was saying. When I finally spoke with a person fluent in English, they assured me that they would resolve the issue. Then, they relied on AI to review the records and concluded that they did not need to refund my money because it was in accordance with the host's cancellation policy.

I continued to call for a month after I returned. I reported the host twice; as advised by the AirBnB customer service representatives who spoke English fluently. I provided screenshots of the entire text correspondence. They did nothing. I disputed the charges with my bank, providing them with screenshots of the entire correspondance. After waiting 3 months, I just recieved a notice from my bank indicating that they are denying the dispute. When I logged back on to my AirBnb account, the entire correspondence was deleted, including the responses from the AirBnb AI customer support. I still have the screenshots and intend to file a lawsuit.

Christian INTENTIONALLY canceled my reservation because he knew that by doing so he could keep my money and I wouldn't be permitted to review the property because I didn't stay there.

I’m an Airbnb host in Lower Austria. Before a stay in October 2026, a guest repeatedly asked to change the booking and to get a refund outside the cancellation policy. I declined. Expecting a revenge review, I contacted Airbnb Support four times in advance and documented everything.

On 14 October, Airbnb Support told me in writing that if the guest left a bad review because I declined her requests, it would be “classified as a retaliatory review” and deleted immediately. Three other agents also assured me I was “protected.”

That is exactly what happened. The guest reported no problems with the flat before, during or after the stay, but left a negative review after I declined. Airbnb now refuses to remove it. One agent even closed my case against my explicit request.

Hosts: don’t rely on Airbnb Support’s assurances, even written ones. They were worth nothing when it mattered.

case ID A131480416, “senior case manager Jeevan”, refusing to provide me a manager to speak with and lying about his ability to reverse charges that Airbnb thieved from my account.

Airbnb without any consent or permission charge the remainder of my reservation before it’s due date because I sent the host a modification request. I have a screenshot proving that there is nowhere that I was notified that I would be prematurely charged the remainder if I modified my reservation. Airbnb refuses to reverse the charge back into my account, that they were unauthorized to take, and is stealing food out of the mouths of my children and causing my checking account to overdraft.

Airbnb are charging me £300 for a bedside lamp I did not break. The issue with the lamp is that the string broke that switches it on and off. Even if I had snapped the string - I think this would just be considered normal wear and tear. They’ve not addressed any of my concerns in the communications. Charges like this make it impossible to consider using Airbnb in the future as it’s too big a risk.

My booking went ahead as expected. I chose not to write a review of the stay because it was neither good nor bad and I had nothing to say. I was told my host had written a review of me as a guest, but I could only see it if I wrote a review myself. I do not engage in this type of review trading. It is disrespectful to the customer - who I believe has the right to choose whether a review is left without being pressurised or manipulated into doing so.

MISLEADING BOOKING LOCATION — MANAGEMENT’S RESPONSE OMITS WHAT HAPPENED IN PERSON

I am updating my review because the response signed by Prince Cenizal at Rove City Centre leaves out a crucial part of this experience: I demonstrated the Airbnb location problem to him in person, and he recorded the demonstration.

I traveled to Dubai for business, with meetings, medical examinations, immigration procedures, and banking appointments requiring repeated visits to Business Bay. Location was a major factor in choosing my accommodation.

Based on the location displayed during my Airbnb booking process, I understood that I was selecting accommodation near City Walk and Business Bay. Instead, my reservation placed me at Rove City Centre in Deira, substantially farther from where I needed to be.

This has serious practical consequences. With approximately 15–20 journeys anticipated to and from Business Bay over seven to ten days, the difference means additional transportation costs, commuting time, and logistical difficulties.

When I raised this with Prince Cenizal, I did more than describe the problem. I went through the Airbnb booking process again on my own phone so he could see the location information being presented. He used his phone to record me demonstrating that process and told me he would look into the issue and contact Airbnb.

That is why his public response is so disappointing.

His response states that the hotel reviewed the listing and found its location and address accurate, then directs me to contact Airbnb myself. It does not acknowledge the demonstration he recorded, explain what he investigated afterward, or say whether he contacted Airbnb as he told me he would.

Checking the address on a listing does not, by itself, answer my complaint about the map location displayed during the booking process. Those are distinct points, and my demonstration was intended to show exactly what I had encountered.

The response leaves readers without the full context and gives the impression that my concern was resolved simply by checking the listed address. It was not resolved for me.

I understand that Airbnb manages its platform. However, after management personally witnessed and recorded my demonstration and committed to following up, I expected a specific explanation of the findings and meaningful assistance—not a public response directing me back to Airbnb without addressing that conversation.

I am asking management to address the following:

• Acknowledge the demonstration and recording.
• Explain what was investigated and how it relates to the booking process I demonstrated.
• Confirm whether Airbnb was contacted, as promised, and provide the outcome.
• Help pursue an appropriate resolution, including relocation or a refund that would allow me to book suitable accommodation, and consideration of documented additional transportation expenses.

My complaint concerns the booking location information and management’s handling of the issue. I have screenshots documenting what I saw, and management also recorded my demonstration.

Travelers should independently verify the exact property address and travel distance to their intended destinations before booking. My experience shows how consequential a location discrepancy can be—and how frustrating it becomes when the public response omits the very evidence shown to management in person.