Airbnb Reviews

1.3

/5.0

45 customer reviews

7 %

reviewers recommend

Airbnb

Note: The star rating (1.3 out of 5) is an average of all ratings, which reflects the average customer review of a business. We publish both positive and negative reviews after reviewing them.

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45 Customer Reviews

by Johnston602

Sep 19, 2022

Spent 3 weeks resolving an issue with…

Spent 3 weeks resolving an issue with an owner, only to have to pay another 30 nights' stay. Airbnb did nothing. After having my case handed to over 15 people the result was, sorry, the host decides. Never going with Airbnb again, rather sleep in a train station.

by Jo Hudson

Sep 18, 2022

First and last time using Air BnB

First and last time using Air BnB. Listing was in Hong Kong for a “new” stylish 1 bedroom. Pictures looked great and price was decent. Upon arriving I could not get in. Luckily there was a cleaning lady who let me in but told me it wasn’t time to check in. She asked me which number apartment it was and I showed her the posting which was number 5. She looked puzzled and said that there were still people in there and told me to come back. All the while she still looked puzzled and asked me if the owners name was Larin and I said yes that’s it. I then went off to hang around in the blistering humidity of Hong Kong outside on the street. I couldn’t go into a cafe or anything due to Covid. Finally went back a few hours later completely dehydrated and almost suffering from heat stroke - the code the lady told me to use, did not work and she was no longer there. I placed a message to the host asking how to get in. About an hour and half later, the host responds and I go in to where the lockbox is and the key to the room. She had told me the lockbox code but it didn’t work. Another half hour later the host responds and tells me it is lockbox number 4 for apt number 4 even though the listing said #5. Once inside, I couldn’t help but notice a huge hole in the ceiling and a mini split in the ceiling. The walls were what looked like unpainted, scuffed up and filthy. The glass wall between bathroom and bedroom had a couple of handprints on them. Inside the bathroom there was a nice rainfall shower head - ruined by the mold on the ceiling which was not evident in the photos. Nor was it evident in the photos the sink was cracked in all corners. I said to myself oh well it’s affordable. Then I go do a load of laundry but right after, I put the wet clothes in the dryer, it doesn’t start. There was a sign on there that said place stick target in hole. I thought huh??? I messaged the host but it wasn’t until 2 hours later the host responded with the exact verbiage as the sign. You need to put stick target in the hole. I honestly had no idea. By this time I contacted support as air bnb app said hosts answer within the hour and if not to contact support. I couldn’t take it any longer and aired my grievances to support telling them the place is nothing like the ad and adding the pictures to show. After air bnb looked at what I had sent them and them talking to the host they told me this kind of thing is not covered in their aircover insurance and that I was basically shot out of luck and that I could check out the next day if I wanted to. Wing stuck in a foreign country alone with no other plans I felt stuck. In the end I decided to bite the bullet and book myself into a hotel for marginally more money. I read the policy and it was in there about being uninhabitable which basically from the musky smell in the bathroom and mold on the ceiling, it was not fit for someone with underlying health conditions. Basically Air BnB offered a 10% refund for the first night stayed there and refund for the remainder. Complete joke with no customer service.

by Gladys D.

Sep 18, 2022

Awful experience

Awful experience. Treating owners badly! Let guests trash your properies and if you complain let them leave untrue reviews about your place!

by Marshall221

Sep 18, 2022

Our flat in New King Street in Bath was…

Our flat in New King Street in Bath was fantastic. The living room is beautifully decorated in keeping with the regency architecture. There was fresh flowers in a vase. Fruit on the table. Teabags, coffee, everything that you needed was there. Scissors, all sorts of cultery, soap and body wash, loads of toilet paper, sandwich bags and cling film. Endless supply of towels. It was comfortable and beautiful. Beautiful artworks on the wall, very tasteful. It was also very near a large sainsbury and a NHS doctors practice.

by Dawn Horton

Sep 18, 2022

Airbnb zero star award

Airbnb guest stayed, over occupied the home, Airbnb have not helped at all with the over occupancy charges and let the guest leave a hate review which damages my profile moving forward with lies just because they broke simple house rules. So not only are rules being broken I’m having to stick up with a lying review attached to my profile moving forward.

Airbnb is shockingly incompetent.

by Owen368

Sep 18, 2022

Did nothing to resolve my issue

Did nothing to resolve my issue. No refund. Customer service copy paste messages and lie to you.

by Cathy395

Sep 17, 2022

As a guest and host

As a guest: We have been stranded in a sketchy ally in Guatemala unable to enter the home we booked. Airbnb did nothing to help and we only got a refund because the host was willing to give us one. I've booked homes that, upon arrival, were fifthly, had bedbugs, did not match the description, and where I felt genuinely unsafe. Airbnb only offered a refund after getting in touch with the host and only if the host agreed to one. As a host: Airbnb cancelled a reservation without trying to contact us and without even notifying us. Once we realized this, we called to find out why it was cancelled and Airbnb said the guest claimed appliances were broken, which was not true. We asked what specifically was broken so we could address it, and Airbnb could not tell us. Multiple reps said there was actually no grounds for refunding the guest, yet in the end, after countless hours on the phone trying to get a resolution, Airbnb closed the case and did not reimburse us for the wrongful cancellation.

by Jimmie W039

Sep 17, 2022

falls description

we booked a house in Greece through AIRBANDB , the description of the house includes air-condition and nice view.

we arrived there and carry our luggage to the second floor but to our surprise we found the there sir condition only in the bed rooms , as it was a very hot day we could not stay with our family including small child and we left.
further more its turned out that the nice views became a building sit.

we complained to airbandb that there is falls information at the house descriptions and we would like to have full refund , but all our mails and phone calls did not help and they charged us 1 day stay .

besides this they let the owner write a very bed and full of lies review about us.

all of this shows that they do not give a dam about their customers .

by Jimmy540

Sep 17, 2022

I think Airbnb search is rubbish

I think Airbnb search is rubbish, you cant look for places in descending price! You can't look for places with nearest first!

by Salvador Freeman

Sep 17, 2022

Airbnb Rogerstone, wales

Do not use
I stayed in accommodation in newport south wales
The property was very poor quality not disabled friendly ended up spending a small fortune as had ti but a free view box an Ariel oven trays plates utensils toaster for the kitchen no home comforts etc
The house had overgrown front and back gardens a front door that didn't close
Doors in the house with extremely rough edges damaged my hands advertised as a 3 bedroom but should only be a 2 bedroom most doors in the house didn't close
Had a shower so small that you had to be a child to use it a small nath with no grab rails so couldn't use either as disabled
Left the week stay early as so uncomfortable and felt dirty
When i contacted airbnb when i got home had to provide nature of my complaint on5 occasions with pictures and videos they weren't interested played like they didnt
Then closed my case by basic email askingg me to change my review
NEVER will change my review as an honest reflection of my stay
Apparently Geraldine was a superhost god knows why with
what she offers
This is a gen uine review mu booking ref was HMXB9W429H

Questions & Answers

If I don't check in to the property I have already paid in for will I get a full refund?

Most likely not. We had a situation where we had health concerns about the property we stayed at. They didn't return our money. They seemed to be having many of these issues.

by Caroline903 - April 02, 2020

I haven't read thru all the comments but BEWARE! The cancelation policy is misleading in many cases and even if you meet the cancellation requirements with for a refund, it's not worth the Hassel. You contact the host who says you need to contact AirBNB when you finally find the contact number for AirBNB they say they need to first contact the same host that sent you to them to begin with. I had screenshots of the cancellation policy as presented on the webpage as a Full refund within 7 days and when I showed them, the website was immediately updated. I continued to contact them and never got an answer. I got one last VMail from them to call them back (weeks later) and they never to this day have returned my call. I ended up just contacting my credit card company to dispute. I wouldn't bother with them. I'd say VRBO has some of the same properties listed and I haven't had a bad experience with them.

by Aubrey S. - January 03, 2018

For those who don't realize it, AirBnb will let your booking be re-sold even when you didn't cancel arbitrarily, or at short notice, etc... They will do this while denying you any help to get a refund from a place that isn't safe to stay in. They will not let you cancel due to safety or (even major) cleanliness issues... even bedbugs, mold, moisture, unexpected animals, and other such problems, even though the web site says otherwise. They will decline to help you when someone rips you off, and then hide your negative review. They don't respond to requests for help or information, and they will even leave your profile up when you elect to close your account. There are some good people--plenty--on the site, but because all negative reviews of any importance are hidden, you will never know which is which. I and my guest were made really sick by a bad, very heavy odor of smoke and mildew, and had to leave when our noses were running and we started wheezing. It was late at night, we were exhausted, we had no spare money to be renting elsewhere, and yet it was so bad that we had to, anyway. Still, we spoke to the "host" very kindly. We had not even unpacked nor touched anything. I was 2 weeks out of major surgery for cancer, could not afford any risks to my health, and told her so. We were very nice about it, and she promised us a refund "through the AirBnB system". I ended up paying much more for another place, and getting about 5 hours sleep before a huge event, because it was impossible to stay there for even one night and still BRERATHE. The woman lied about a refund, and AirBnB ignored my request for help, allowed her to deny the refund WHILE RENTING THE SAME ROOM FOR THOSE SAME DAYS, and then hid my negative review. In short, it's all about getting the referral fees, and your safety and enjoyment mean ZERO. Please let others know. It's the only way, as there is no legal recourse.

by Ricky Dixon - June 21, 2017

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My son and his friends have been scammed through Airbnb and have lost Euro 1,500 between them. Emails to Airbnb have produced automated replies that give no information about the specifics of the steps taken to protect users against the particukar fraudster. How can I engage Airbnb to start a meaningful dialogue with them?

Get another place! Do not count on airbnb. They have a great idea but no way of helping you dialogue with the owner.

by Ella Gomez - December 04, 2015

Not use Airbnb for your travel arrangements is my suggestion

by Stanley838 - December 04, 2015

I doubt you'll ever get a response from airb&b. I would follow Scott's advice, and if you can't get your money back, go to the attorney general or comparable agency, if you're not in the USA, and file a complaint. My experience is that airb&b is not honest and won't respond to complaints.

by Holmes861 - November 07, 2015

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I was considering becoming a host and wanted to be clear about payments. Is it the case that the guest is charged on booking and Airbnb keeps the money and only transfers it to the host when the booking starts? Seems odd that Airbnb says they are not involved in the contract between the 2 parties, but keeps the money for months. Have I understood this right? Helen

I have been a host with Airbnb for over 3 years now - Appx. 500 persons/groups have stayed have never had a payment problem, we get paid within a few days of customer leaving, I have had no bad experiences with ABB

by Irma L. - April 24, 2018

Hello Helen. Airbnb keeps the funds until the day the guests arrives and then it is disbursed less the exchange if any and fees. Personally I would try other rental avenues, as I have discontinued using airbnb as both a host and a guest. I just don't like their ambiguous policies.

by Jennie Franklin - October 29, 2015

Yes your understanding os correct. If i was you i would look elsewhere

by Douglas L. - October 29, 2015

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Yes. We used Airbnb recently and had a bad experience. Airbnb provided very poor customer service. The representative was to the point of rude and was very unprofessional. We requested to talk to another representative to explain our experience and we were refused. Currently, I am looking to see if others have experienced this also.

We had a horrible experience with Airbnb. First, the "host" cancelled on us weeks after we had made and paid for the reservation. Then Airbnb who promised we would get a full refund (we have not), would help us find new lodging (they did not), and would give us a $200.00 coupon towards a replacement of equal or greater value (which they did not). And Customer Service was rude both on the phone and on their app for several days. And then they simply wrote "the case is closed". Really? I'm a professional woman who does quite a lot of traveling (in non-pandemic times). I have never experienced anything like this and will not be using them again.

by Andy129 - March 11, 2022

I could say that you were lucky to even get a representative in person. I wasn't so fortunate, only got canned email messages that didn't help. However, it sounds like your rep wasn't helpful either, and unpleasant besides! I was traveling, never able to complete my application for the room I wanted, and finally gave up. That didn't stop airbnb from charging my credit card, even tho they didn't help me apply! They did later delete the charge, but I was shocked at such poor business practices. I now stay at Motel 6, not fancy, but clean, reasonably priced, and my dog comes with me. You can call them and make a reservation on the phone with a real live person. Never had a problem with them. I even stayed at Lake Tahoe this summer, at the height of the tourist season, for $69 a night. Amazing!

by Mike P. - October 19, 2015

Yes we had the same bad experience with them. Would never use again which is a shame as the place we stayed was great

by Campbell296 - October 19, 2015

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So many negative reviews. It's really scary. Why would Airbnb charge fees before the visitor even receive confirmation form host? This leaves the door open to any sort of scams.

Airbnb is amazing on so many levels for host and guest. Stick with super host with great reviews and you'll never have a problem PERIOD

by Perkins - May 02, 2019

Maybe because Airbnb is not very well run...

by Mitchell53 - October 10, 2015

I don't know why they take the money from customers because they certainly don't give it to the host until after the customer has checked in. I would recommend doing a thorough investigation about a property before you rent, because with airbnb if thing go well, it's great, but if something goes wrong you are on an uphill battle. Hope that helps and good luck. All of my guests had a wonderful experience I just had one bad apple and got no assistance from airbnb.

by Myrtle - October 10, 2015

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