Airbnb Reviews 

You will be okay until a problem occurs, there’s zero customer support. It used to be better, not anymore, downfall of Airbnb has started.
I used to be a host for 4 properties and now I’m only for 2, I am seriously thinking about delisting and look for other alternatives, which are plenty. You don’t have to go through all the pain to earn a couple of bucks. They profit close to 20% from the guest and the host for which there’s no service, goodbye Airbnb.

We booked a 50-night stay at a property in Fremont, California, beginning July 24, 2026. On the fourth day of our stay, we experienced two separate safety incidents: a broken gate with damaged hinges fell and injured one of us, and a bedroom window that would not stay secured fell and struck the other. We later learned from the property's gardener that the host had been notified about the damaged gate roughly two months before our check-in and had never repaired it.

We documented everything immediately, sending the host a written complaint with photos and video on July 29, 2026. We also discovered a pest infestation despite the listing's representation that the property was clean, and after authorizing a one-day pest control visit, found the property's rear door left open and unsecured, which we photographed with a timestamp.

What happened with Airbnb's own resolution process is the part other users should know about. An Airbnb representative reviewed our documentation and calculated a specific refund amount, which we accepted in writing. One day later, a different Airbnb representative recharacterized that same calculation as merely a "preliminary estimate," introduced new cleanliness allegations on the host's behalf unrelated to the safety issues we'd reported, and cited a vendor statement claiming only the front door had been used during the pest control visit, a claim directly contradicted by our own timestamped photo of the open rear door.

Our case was then closed twice by Airbnb in a single day, once roughly 90 minutes after they requested additional documentation from us, and again roughly five minutes after we confirmed we still needed help. When we finally received a response, it stated that our safety documentation was "insufficient," without addressing the contradiction between the vendor's statement and our photographic evidence, and Airbnb said it was instead upholding the host's cancellation policy.

We had to leave the property and pay out of pocket for a hotel and moving costs due to the safety conditions. Despite having Airbnb's own written agreement to a specific refund figure, we have not received that payment. We ultimately retained an attorney to send a formal demand letter, which as of this writing has gone unanswered for several weeks.

Separately, when we later needed to dispute a subsequent charge with our bank due to Airbnb attempting to bill us for additional nights on the same disputed stay, we found that formally cancelling through Airbnb's app would have triggered a long-term cancellation policy penalty of several thousand dollars, payable to the host, the same host whose property caused our injuries.

We're sharing this account so others considering longer-term Airbnb stays understand what "customer support" can look like in a real dispute: a documented written refund agreement can be revised or disavowed days later by a different representative, cases can be closed without adequate opportunity to respond, and safety complaints involving injuries can be met with policy language about cancellations rather than a clear resolution.

This is a surreal nightmare. I checked into my place for a four-week stay. Lovely place and area. I took a nap and then saw on my phone that I had supposedly canceled the reservation. Of course I did not do this, as I love the place and area, and I wouldn't just cancel a reservation the day I checked in, after unpacking my car, to be out a place and $1800+ dollars. Not even sure why this would be an option in the first place, as I could just leave without canceling. Airbnb said that I was simply out of luck (fortunately, the host agreed to let me stay off Airbnb books). They later acknowledged that there was a security breach with my account, but still little to no help rectifying that. I have no clue why they are choosing to run their business this way, unless they're intentionally running it into the ground for some reason. They won't even contact me with their Trust and Security Department, though they already admitted it was a security breach. Use a different short-term stay platform!

Really can’t understand why property owners will rather let their accommodations go empty when potential visitors ask for a discount 2 or 3 days before booking with full payment
We have experience in rentals and some just get a little greedy in September heating and electricity will be minimal

My family and I had our first experience with Airbnb and left the apartment in perfect condition. On our very first day, the TV screen was twitching and showing internal line glitches. We immediately messaged the host with photo proof, and she sweetly replied thanking us for the warning. We even exchanged heartwarming 5-star reviews after checkout.

Exactly 14 days later, after other guests had already stayed there, she hit us with a shocking £800 damage claim. Her own photo shows perfectly straight electronic lines—there is absolutely no cracked glass or physical impact. The TV maybe reached the end of its natural lifespan.

An AirCover specialist originally closed the case in our favor due to insufficient documentation from the host. Shockingly, weeks later, Airbnb suddenly reversed the decision via an automated email, demanding payment and completely ignoring our day-one time-stamped video proof.

We have now escalated this to the Executive Team and the CEO, and we are fully prepared to take a legal path through the Small Claims Court to protect our innocence. This disgusting corporate treatment of innocent, first-time guests is unacceptable

Scum of the earth.

Letting hosts get away with egregious claims after customer stay...

Airbnb told me in writing that the claim was late and would not proceed. Another case handler admitted the host had submitted it under the wrong allegation. The host claimed four hours of cleaning, yet his invoice was created just 66 minutes after the supposed stain photo, and he never produced the original photo.

Airbnb ignored all of that and found me liable anyway. Absolutely disgraceful way to treat a customer.

Called 5 minutes after a booking to try to change a mistake reservation. Was told I could only get $130 back on a $600 rental.

On a separate occasion, I had a booking for a popular weekend on the beach. The host cancelled on me last minute, so I had to pay way higher rates just days before a busy weekend and less options to choose from for a trip we had planned. And a delayed refund, they wouldn't even process my refund for days because they "always start with a Airbnb credit", even though I was clear that I did not want an Airbnb credit. Customer service is a joke. They think apologies are the solution to everything, outsourced to india and Ai. You've been warned!

​We had to vacate this property after our first night when my 2-year-old child and I woke up covered in severe insect bites. The host and listing failed to provide a safe, sanitary, or habitable environment.
​A licensed dermatologist evaluated our physical injuries, confirmed the bite marks required medical treatment, and documented the reaction. Because of the health hazard and unsanitary conditions, we were forced to immediately leave and find emergency replacement lodging.
​While Airbnb eventually refunded the unused nights of the original booking, both the host and Airbnb customer support refused to reimburse our out-of-pocket medical bills and emergency replacement hotel costs incurred due to leaving this unsafe unit.
​Warning to families: If you experience a severe sanitary issue or infestation here, do not expect the host or Airbnb to cover your forced relocation or medical expenses. Prioritize your safety and look elsewhere.

Writing from perspective of an Airbnb host, home owner BEWARE. This company is all about making money and they do not support hosts, regardless of how long you have been hosting or how many positive reviews you have. In the five plus years I have been hosting with almost all 5 star reviews, twice I have had guests post retaliatory 1 star reviews after they were angry—something the company claims is not allowed. The first person booked with me three times and on her second booking wanted to cancel for no penalty her three week stay the day before her trip. I told her to make an insurance claim. She didn’t. The next time she came, (3rd booking) she left a nasty review about everything including location. Obviously a retaliatory review as surely she would have noted the bad location and everything else on her first stay. AIRBNB refused to take the review down though in theory they have a no retaliation review policy. Recently I had a guest who admittedly smoked in my house, snuck in a pet, and damaged property including curtain brackets off walls and fan blades she’s taped balloons on that peeled the finish off. No pets, no smoking, no parties are all long established house rules. She left very happy but upon me asking for damages of the handy man fees, and providing proof of her disregard for house rules in the form of her own admission and photographic evidence she then left a 1 star review stating “made up rules” and t
“The house made her itchy” Air Bnb would not take it down. Clearly Airbnb is all about pressuring hosts to accept any treatment to maintain their “superhost” status. They also have yet approve the refund for damages! Despite ample proof. Lastly they have changed their fee structure so that their fee is added to the host nightly rate. In essence they get a percentage of their fee as payment! They are a horrible company. Beware!!

Dont rely on airbnb, they wont even help you if the host scam you. Useless company.

AIRBNB new fee strategy DECIEVES the guests by making it look like the host are charging the actual AIRBNB fees that are now charged to hosts then they tell hosts if we want to maintain our same profit we have to pass the AIRBNB charges onto the guest instead of them.

AIRBNB also lets and encourages guests to lie about the HOST'S property. I tried to get AIRBNB to remove a review that was full of factual lies about my property and they refused to do it because they said it was the guest's opinion. This is clearly against Florida law and I notified them but they could care less about their HOSTS or the law. AIRBNB would have NOTHING without their HOSTS, but they treat us like dirt.

I would love to start an honest new platform to crush and destroy AIRBNB.

I was extremely disappointed with Airbnb customer service. We booked 2 large side by side homes for a wedding party. Upon arrival the host was on the property having mental health issues. Our party called the police, the host was removed in handcuffs by the police and taken for psychiatric evaluation. We had several members of our party who understandably did not feel safe staying in the home, so they went to hotels around town. When we asked for a partial refund, the host’s spouse admitted everything happened apologized but only offered a nominal inconvenience fee, certainly not enough to cover even a single hotel room. When I contacted Airbnb, what I got was a lot of “We are so sorry, your safety is our top concern”, but no real action. After weeks of back and forth with Airbnb customer service, I finally dropped my efforts. Even after the host’s spouse sent messages explaining why the spouse was having mental issues and acknowledging the disruption, there was no resolution. If the situation had been reversed, if police had been called because the guests were unruly, we would have been immediately evicted and the reservation canceled with no refund. There were several Airbnb policies broken that night, but Airbnb did nothing to enforce their own regulation.

AWFUL COMPANY
DO NOT USE IF YOU HAVE A BUSINESS
Take money from you and should be shut down

Title: Airbnb Does Not Protect Hosts From Retaliatory Reviews

My biggest complaint with Airbnb is its terrible customer service and failure to protect hosts who enforce legitimate reservation rules.

I previously had a guest book my property for one person and then attempt to bring an additional guest without including that person or paying the required additional-guest fee. When I enforced the fee, the guest became hostile and left me a damaging retaliatory review. Airbnb allowed the review to remain even though the entire dispute resulted from the guest failing to book accurately.

Now it is happening again. A different guest arrived with a large dog that he did not disclose or include in his reservation. He confirmed that it is not a service animal. When I submitted Airbnb’s official reservation-change request to add the pet and collect my established pet fee, he accused me of misleading him and stated in writing that the situation would be reflected in his review.

This creates an awful system for hosts: Either ignore undisclosed guests and animals and lose money, or enforce the fees and risk a damaging review. Airbnb collects substantial fees from hosts but provides little meaningful assistance when guests openly use reviews as leverage.

Customer service representatives repeatedly give scripted responses, pass the issue around, and fail to resolve the underlying problem. Guests should not be permitted to punish hosts for enforcing accurately configured fees after the guest failed to disclose the correct number of people or pets. Airbnb needs to provide real customer service and meaningful protection against retaliatory reviews.

Do NOT book a long-term stay with Airbnb. They aggressively advertise "AirCover" protection, but when safety, privacy, and basic habitability issues arise, their support team operates with gross incompetence and systemic bad faith.
I booked a 3-month rental in Medellín, Colombia. Upon arrival, the apartment was completely filthy—hair throughout, stained linens, broken privacy blinds, a non-functional toilet, a dead digital door lock, and zero promised amenities. The host subsequently committed severe safety and privacy breaches by sending unannounced third-party workers to enter my private apartment without prior consent or written notice.
When I submitted timestamped photos and chat logs, Airbnb's "Senior Case Management" proved to be an absolute joke:
They closed tickets without investigation.
A Senior Case Manager sent a canned rejection template meant for a HOST—denying action against "the guest" because they didn't even bother reading who was filing the claim.
Subsequent reviews were copy-pasted refusal macros sent from an iPhone, completely ignoring explicit evidence of unauthorized entries and dangerous living conditions.
Airbnb actively protects hostile hosts, facilitates unregistered substandard listings, and refuses to honor its advertised guest safety guarantees.

Airbnb's customer support is horrible when there is a serious problem. The agents will make you feel like you're the most important person to them and then send you in an endless loop of links that just bring you back to the starting point. Every time you try to rectify it, the communication from Airbnb gets less and less committed to helping with vague references to policies as justification for their lack of help. And this was for a $500 per night house that was infested with roaches and filthy. We documented it in detail including disgusting mattresses that looked like they were pulled from under a bridge. We wanted to submit the photo documentation we had of it, but Airbnb kept jacking us around and we ultimately gave up. We will now look for alternative lodging sources since Airbnb has proven to us that it's far more concerned with creating the impression of customer support and concern for customer experience than actually being supportive and concerned.

I would not recommend Emerald Bay Gateway ground floor condo and Love Rentals host especially based on our experience.

The accommodation we received was materially different from what was represented in the listing. Check-in was also delayed by approximately two hours by the host.

When we arrived, the property was in an unacceptable condition. It had clearly not been properly cleaned: the carpets had not been vacuumed, the floors had not been mopped, and there was dust and food debris throughout the apartment. Other people’s belongings and children’s drawings were also left inside.

There were numerous maintenance and accommodation issues as well, including gnats inside the property, broken furniture, a faulty kitchen tap, a leaking shower, a toilet valve that stuck, and a missing lock on the screen door. The property also did not match the advertised/expected amenities — there was no bedroom window or TV, and the swimming pool had reportedly been closed since 2024.

We immediately reported these issues to the property manager and gave them an opportunity to resolve the situation. However, no alternative accommodation or adequate solution was offered, and no meaningful compensation was provided.

As a result, we had no reasonable option but to leave after only two nights. We subsequently received only a partial refund, without a clear explanation of how the refund amount was determined.

This was not simply a matter of personal preference or a minor inconvenience. The property was not properly prepared for guests, had multiple unresolved maintenance issues, and differed significantly from what we had been led to expect when booking.

I would strongly recommend that prospective guests carefully verify the actual condition and amenities of any property managed by LoveRentals before booking.

Call centre. Experience is absolutely useless trying to get a resolution from them.

AVOID BOOKING RENTAL CARS THROUGH AIRBNB!

I booked a rental car through Airbnb because Airbnb accepted American Express. The rental company was unable to provide the service, so I never received or used the car. You would think getting a refund for a service that was never provided would be straightforward. Apparently, that is far too much to expect from Airbnb.

The rental company refused to process the cancellation and simply pushed me back to Airbnb. Airbnb then made it almost impossible to contact an actual human being. Instead, I was trapped dealing with a useless chatbot that provided no solution, took no responsibility and wasted even more of my time.

Two weeks later, I am still chasing my own money for a service I never received.

Airbnb is very efficient when it comes to accepting payment, but when something goes wrong, meaningful customer support seems to disappear. Customers should not have to fight through automated responses for weeks just to recover money for a service that was never delivered.

Based on my experience, I would never book a rental car through Airbnb again. If there is a problem, you may find yourself stuck between Airbnb and the rental company while both sides avoid responsibility—and you are the one left without a car and without your money.
Rental company was Flex+GO near Munich Airport PLEASE AVOID THEM.

1895 OTR Retreat at Findlay Market - 2 BR/2.5BA
We arrived at approximately 10:00 p.m. and had difficulty locating the rental. We subsequently discovered that the unit's numeric address was missing a digit, which contributed to the difficulty finding the correct location.
After arriving, an incident occurred in the alley involving two individuals that caused my family and me to feel unsafe. Following the incident, we decided not to stay at the property and made other arrangements.
The owner was responsive and did offer to assist us in finding a garage. However, after the incident, we researched crime statistics for the surrounding neighborhood and ultimately did not feel comfortable staying at the property.
The owner lives in the building and, in our subsequent communication, acknowledged the neighborhood's safety statistics. The owner also indicated that we should have investigated the safety of the neighborhood before booking. I agree that this is good advice, and I would strongly recommend that prospective guests do their own research before making a reservation.
For reference, prospective renters may want to research the area using resources such as CrimeGrade.
I want to emphasize that the owner was responsive to our communications, and the property has received many positive reviews from other guests. Our experience may therefore come down to individual expectations and comfort level regarding an urban neighborhood.
I have lived in one of the largest cities in the United States for many years and am accustomed to an urban environment. Nevertheless, based on our experience that evening and our subsequent research, we personally did not feel comfortable staying at this particular property.
I was also extremely disappointed with Airbnb's response to the situation. After contacting Airbnb and explaining what had occurred and why my family and I did not feel comfortable remaining at the property, I felt that Airbnb did little to help resolve the issue. Given the circumstances, I expected more meaningful assistance from a company whose customers rely on it when problems arise during a stay. Instead, we were left to make alternative lodging arrangements ourselves.
This experience significantly changed my view of Airbnb. While I understand that Airbnb cannot control everything that occurs in the neighborhood surrounding a rental, I do believe the company should provide meaningful support when a guest encounters a situation serious enough that they do not feel comfortable staying at a property. Based on both the incident and Airbnb's handling of our concerns, I have decided that I will not use Airbnb's service again.
My recommendation to prospective guests is simply to do your due diligence regarding the location, surrounding streets, parking, and neighborhood crime statistics before booking. There are many lodging options available, so guests should choose the location and setting that best matches their individual comfort level and expectations.