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App name
Airbnb
Description
Every day, millions of Airbnb Hosts connect curious people to an endlessly interesting world. Guests can discover the perfect place to stay for every getaway and explore new experiences while traveling, or online. Hosts can list their extra space, receive hosting tips and support, and earn money while creating memorable moments for guests. FIND THE PERFECT PLACE TO STAY Choose from millions of unique, one of a kind places to stay —near or far—in many countries around the world. Find everything from a lakeside cabin to a secluded beach house or an apartment in the heart of a city. Browse through listings of places you’d love to live, work, or just relax, and book your stay directly in the app or save it to your wishlist for future travel. DISCOVER THINGS TO DO WHEREVER YOU ARE Find unique Airbnb Experiences to do on your travels -- or even right in your hometown -- led by local Hosts across the globe. From exciting and educational guided tours to delicious cooking and dining experiences, local Hosts are eager to open their world to you. Browse and book Airbnb Experiences based on your destination, or save your favorites to your wishlist and share them with the people you’re traveling with. EXPERIENCE SOMETHING NEW—WITHOUT LEAVING YOUR HOME Online Experiences let you explore the world through activities led by one-of-a-kind Hosts from the comfort of your own home. Learn something new just for yourself, book a private group to bring your loved ones together even when you can’t be together, or tour the world and meet new people right from home. Find things to do online for any age or interest, book, save, or share your favorite ones—all with the airbnb app. CONNECT WITH LOCAL HOSTS Feel at home, no matter where you are. The airbnb app allows guests and Hosts to stay in touch, receive up-to-the-minute information about their bookings, and make the most of their trip by getting the best info on everything local that only expert Hosts would know. SHARE YOUR WORLD AS A HOST Join the millions who host every day to connect with people and share your world. Earn extra income for life’s extras by opening your world through hosting. List your space directly from the airbnb app, then receive personalized tips and insights from the Airbnb team to continuously improve your listing. MOMENTS THAT MATTER, MADE POSSIBLE BY HOSTS Escape the hustle of everyday life with the people you love. Learn something new about a culture that’s interested you for years. Spend time with old friends—or make new ones—over a shared interest. The airbnb app opens up a world of magical moments, made possible by Hosts. Guests can use the airbnb app to: • Book vacation rentals and experiences made possible by hosts for your next solo journey, family vacation, or business trip • Search for last minute stays or longer host-managed rentals • Save your favorite homes, things to do, and places—and add invited friends or family to planned vacations • Add experiences and events to your itinerary • Message your host for directions, assistance, and helpful tips Hosts can take advantage of the airbnb app to: • Share your extra home space through the vacation rental platform or lead experiences that showcase what makes your city great • Update your listing and calendar availability • Share what’s special about your neighborhood with a host guidebook • Message guests and manage their reservations
POOR CUSTOMER SERVICE
by Dwqhy on 2021/07/28 09:00
I stayed with one of your host, asked him to extended my trip for a extra day. He did that around 8am, around 11am the property not the host told me I had to leave due to not paying. After the host already received my money and confirmed the extension. The host did not come to fix the problem. He went on my review for the property and left a response. Nothing in his response was accurate or true. He got offended because I left a 1 star review. Airbnb does not want to take it down. They said the “response” is within the policy’s of Airbnb (a host can lie on anyone)
Don’t use this app
by prince nasher on 2021/07/28 01:52
I basically reserved a house on Airbnb and my host canceled it for some reason and kept my full deposit and when I emailed and contacted Airbnb they said they can do nothing about it so where is the justice in that and what kind of app is this!
Fees
by Atallgirl4you on 2021/07/27 21:35
Air B and B is totally ok with double charging their service fees. You can’t speak to a manager, you get incompetent people who tell you the wrong information and you are stuck paying double fees.
Family trip denied for party risk?
by Donnaking on 2021/07/27 21:07
I was just denied our stay in a townhome for my parents and younger sister based on a factor algorithm that blocks potential risks. Having never had an issue with any of my previous stays, this is a huge inconvenience. Especially after the time it took to choose a rental. I’m grossly let down. The denial screen doesn’t even have a number to call and to clear up the issue.
Ghosted by Air BnB
by klabobidy@work on 2021/07/27 17:06
Used the service for ~6 months for work travel. Now my account has been locked for security reasons and Air BnB refuses to help. “ Thanks for reaching out. We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision will affect any duplicated or future accounts. Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and we will maintain this decision at this time.”
Mom
by sis of 4 on 2021/07/27 12:37
So far it has been easy. This isn’t easy for me. So thank you.
search area does not work
by schr3515 on 2021/07/27 08:11
why even pretend you can “search this area” when it doesn’t even work? just let me search an area on the map without entering a city. keep it simple!!!
No customer support
by Miiik Bram on 2021/07/27 02:39
All good until something goes wrong. It takes months for useless automated messages. They also do not provide a refund if a customer has COVID. So customers will lie and check in sick because they don’t want to lose money. This is a horrible and dangerous way to save a very small amount of money. A once great company turning into a dump.
Fix search area button
by ldylcfr on 2021/07/27 02:27
“Search this area” button doesn’t work anymore. Please fix so rating can be updated to 5 stars
TERRIBLE experience, customer service won’t respond
by Bee23232323 on 2021/07/27 00:28
We stayed in Joshua Tree with over 110 degree temps and our host did not inform us that the air conditioning was broken until 2 hours before check in (5 hours into our road trip). It’s clearly written on Airbnb’s website that refunds will be made in such instances, however, it’s been IMPOSSIBLE getting in touch with anyone. My emails and chats go unresponded. There’s a complete lack of care from the team. It’s clear that customer service is not valued by this company. I’ll never book with Airbnb again after this experience.
Great app
by El 3 Letras on 2021/07/26 20:45
Amazing
Bummed
by airbnbxisxwhack on 2021/07/26 19:15
Upset as I’m a younger teen and currently can’t book any good Airbnb’s because of their algorithm that prevents younger users such as myself from renting out Airbnb’s due to the fear of “partying”. Just trying to have a vacation away from home, mad lame
Bad update, won’t work on my iPhone 7
by Ava Victoria on 2021/07/25 02:10
Bad update, won’t work on my iPhone 7
Outdoor space filter??
by flimflamgimmetyjam on 2021/07/24 22:30
I love Airbnb, but so frustrating that there isn’t a backyard/garden/outdoor space filter? This seems like something basic to add that many competitors already have… and would greatly help those of us who travel with pets!
Just do a hotel
by Geenabaybee on 2021/07/24 20:24
There were two times now that I got an air bnb that was not as expected and had to get a hotel last minute. For the second, it was adjacent to a homeless encampment but did not have covered parking or gated entry but the description lied to make it look very safe and it looked nothing like the pictures. They would not give me my money back so I paid $600 for a place I never stayed at.
Awful service, use vrbo or booking instead.
by Palmer640 on 2021/07/24 18:00
My account was closed because I have a non-violent criminal record from 7 years ago. I travel for work and this is the only app where anyone decides it’s their job to carry out my punishment, despite my charge being so many years ago and having finished my sentence a long time ago. Instead I use Vrbo or booking when I’m traveling for work now. Much better, honestly. Dealing with Airbnb customer service is the worst. They just send a passive aggressive email out refusing to explain anything and there’s no way to talk to anyone at all. Not worth all the problems just to rent a room where I’ll be working.
Pricing
by OpattyrickO on 2021/07/24 14:37
Airbnb was created as an alternative to expensive hotels and yet more than half the time I’m finding hotels that are cheaper than these Airbnb’s. Also the amount that you’re paying in fees can be as much as the room itself. $150 for a cleaning fee before we’ve even arrived is ridiculous you’re just encouraging people to trash your place by charging a fee before hand that you can’t even get back. This app is trash just find a cheap hotel.
Won’t be using ever again
by JamiePil on 2021/07/24 02:38
The customer service is truly awful, I’m out over $500 for a place I can’t stay at and I’ve been trying for the past week to get this resolved and haven’t gotten anywhere. They’re ignoring me now and I truly am baffled how terrible this experience is. I’m traveling full-time indefinitely and am just going to use Priceline and hotels from now on, at least I can get real help if issues ever arise.
Good except when it is bad
by BretDR on 2021/07/24 00:23
Watch out for misleading descriptions. It is nice to know if the place is next to a needle exchange with junkies who know the key code. Support is terrible from Airbnb
Customer Service Made me Happy…
by BugMeSteph on 2021/07/23 21:06
This is my first time using Airbnb. I’m between homes. My first reservation was a disaster. I must say that I was disappointed with the customer service…. It was a tricky tack debacle of emails/he said/she said nonsense. It wasn’t worth all the negativity. My next stop was an apartment over a garage. A six week stay. I checked in on July 16, checked out July 17th. It was agreed that this was of no fault of my own and now I was in a motel with my belongings in my car. This is where Airbnb stepped into action… Airbnb was empathetic, worked HARD to find me accommodations equal to my reservation. Customer service was polite, professional yet personable. Simply put, People speaking to people without using “policies” words etc. It was a collaboration of me and them working together with different departments to make things right. Happily I’ve the entire month of August booked! Many Thanks … Bree, Renee and everyone who helped till I get to September 1
Great App but one major feature miss
by Crazy Shree :) on 2021/07/23 13:28
Airbnb should consider letting the guests (organizer) to invite other people in the party as co guests in the Airbnb booking for various logistical reasons.
[iOS] Unable to update a content in the work field
by farruh25 on 2021/07/23 04:53
Steps to repro: 1. Go to Profile and tap Edit button. 2. In the work field type “Facebook” 3. Hit save button. Actual result: Unable to save a work place, it errors out with “the content of the work field are disallowed.” Expected result: Facebook employees should be able to type a “Facebook” in the work field.
Notifications don't work
by Nepping on 2021/07/23 03:17
Please fix notifications. They don't work so people are missing important messages
WORST CUSTOMER SERVICE
by PrincessZee786 on 2021/07/22 23:57
Terrible customer service with no resolutions and the rep Kevin W saying “okay” “okay what ? Do you have a resolution?” “Well no” like I have never dealt with such stupidity in my life.
If something goes wrong, good luck getting help
by Lindsayyel on 2021/07/22 23:15
I’ve used Airbnb with no problems for a few years now, but I’m leaving this review solely due to their support services when something goes wrong. In my case, there were rotting animals under the unit that causes an awful smell in the peak of summer heat. We had to leave after one night. I was able to work things out as much as I could with the Host, but inky got less than half of my money back. The rest was Airbnb fees and taxes. When I tried to get a complete refund, I was taken in circles through the support process — speaking to 4 different people for over a week without any progress on my request. They seemed to keep turning my case over to someone new and starting over again. I used to work in tech support so I understand how these workflows can be, but it really seems to me like incompetence. I finally decided to escalate and asked to speak to a supervisor over the phone, but was told that they will only email me. I haven’t heard anything. I think I will just have to give up and use other vacation rental sites like Vrbo. This really ruined my vacation and the weeks following! A company is really only as good as their customer service, and sadly Airbnb is severely lacking.
Cancelling nightmare
by Joschez on 2021/07/22 19:53
I had an emergency cancellation due to my dad being diagnosed with cancer. The host never got back to me after requesting a refund and I contacted customer service and they refused to give me any of my money back. Be aware, customer service is in Vietnam and the Philippines, they could careless what the situation is that you are having and screw your if you have to cancel for any reason. As a stock holder, I am selling my stock and never using these worthless services again.
1st time user
by allgoodgranolabars on 2021/07/22 19:51
Great user experience
Poor Refund Resolution
by SammyJank on 2021/07/22 19:35
Had a very poor experience with a property with a pest problem that wasn’t disclosed. Ended up leaving early and asked for a refund. After contacting AirBnB support multiple times they decided that I wasn’t within my rights to receive a refund even though their policy explicitly covers this situation: (c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in Airbnb’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing. I have been using AirBnb for years and am extremely disappointed in their support. Clearly when things actually go wrong they are unable to support their customers.
Latest update - does not work
by Calssjj on 2021/07/22 16:40
I just updated to iOS 14.7 and updated my Airbnb app. Now it doesn’t work at all. It keeps saying I’m not connected to the internet. I am connected and everything else works on my phone. I have a trip coming up and this is frustrating. Please fix!
Update does NOT work
by digitalgraces on 2021/07/22 16:08
Made the mistake of downloading the update while traveling. Now NOTHING works. I tried to change settings of location services and it won’t change from Ask Next Time to any other option and that is in the app settings. The app name doesn’t even show up under privacy - locations services in settings so I can’t turn it on there either. I’m connected to the network both cellular and wi-fi and the app says not connected to network. Retry. Running this on iPhone with TMobile service which just took over our Sprint lines.
App is good customer service is outsourced and terrible
by TheBestCourtney on 2021/07/22 14:06
When needing help switching places the customer service team is non existent. We rented a place, the listing was misleading, we are still waiting for help getting a new place. That was almost a month ago. They ll give you international phone number for customer service and you ll get a nice inflated phone bill as well.
Terrible customer service
by JohnnyYesPapa on 2021/07/22 04:32
We spent thousands of dollars on a place where the listing made false claims of number of bedrooms and the place was not cleaned at all, Airbnb Support did not help us and did not shield us from the host’s rude behavior.
Worst customer service ever
by K2882 on 2021/07/21 20:41
Never expected such a pathetic customer service from an unicorn ! No one responds even after 3 weeks , no SLA , no escalation matrix , no accountability! And all this for charging hefty service fees … it’s no longer a preferred option to travel !
Poor customer support
by s.mason88 on 2021/07/21 19:37
The app is easy to use. I am getting consistent bookings. Oh I'm giving it one star based entirely on their customer support, or lack there of. I've had multiple issues that should be minor and easy to remedy, but it seems impossible to reach anyone who knows what they're doing. I am actively looking for an alternative program because of the frustration with their support service.
Computer
by RNmaris on 2021/07/21 17:19
Had a lot of trouble with Airbnb website. Eventually got through.
Unprofessional staff, bad service
by (:::::-:::::) on 2021/07/21 15:48
I requested a refund for a recent stay due to it being dirty and unlike the advertised pictures. It’s been escalated to the “supervisors” within costumer service for 5 days now with no response.
They cancelled my booking
by Billy Bob Jones the 5th on 2021/07/21 13:50
Airbnb cancelled my booking a week before our trip. Said this is something they have never seen happened and never called to inform me of it. All I had gotten was an email in my spam folder I saw two days after that had sent it. I called to try and rebook it but they said someone had already booked it and there was nothing they could do. I tried to get them to transfer our reservation payment some where else and we could pay the difference of price and they said they couldn’t. All they could do was send me a refund that will take a week to be back into my account. Whole weekend ruined thanks to them.
Worst customer service and a lot of app bugs
by Ancient architect on 2021/07/21 00:34
Been on hold for hours with customer service and the app keeps duplicating listings giving us trouble.
Please for the love of god quit sending me so many reminders!
by eeoodi on 2021/07/20 15:05
I am a host of one property and know when I have guest arriving. I don’t need 2 or three reminders text and alert sent to me usually between the hours of 6am and 7am (I am not a morning person). I have tried to set my notifications to just email if you feel the need to send me that many but then you stopped sending me notifications of bookings, you know the info I really need. Other than that it’s a good app.
Garbage- DO NOT USE AirBNB
by Krash8 on 2021/07/20 00:55
I have used it twice. Both times the host cancelled on me and tied up my deposit refund for weeks. The first time I booked, the host freaked out on me stating the listing wasn’t active. They asked me how I was able to book. How? BECAUSE THE LISTING SHOWED ACTIVE!!! The second time I got cancelled on because my profile had no reviews. The host stated it was their policy but no where on their rules or policy did it state this. Two of the members in our party had Hispanic names so it’s kind of funny how suddenly a place with no reviews cancels because of a policy they don’t have posted. AirBnB is garbage. Steer away!!
Another “Too Big to Fail” Company
by sriusly on 2021/07/19 22:32
So many issues with this service. From their “smart prices” (smart for them), to their review system. Do not recommend. 499K ratings can’t be wrong, though. 🤷🏼‍♂️ Hosts beware.
UNSAFE
by Kaylaserrato on 2021/07/19 21:43
My husband woke up at gun point with his last stay. I’ve been trying to talk to someone and have now spent over 7 hours on hold.
Host cancels 4 days before trip
by Ghostelum on 2021/07/19 20:49
I have a trip in 4 days and the host asked me to cancel today. But I contacted Airbnb And they had him cancel. Everything is 3x the price now and all they would offer is a $40 coupon on my next booking. Also the person helping me kept sending listings that were studios when I clearly said I needed a 2 bedroom, I really feel like he couldn’t really speak English well either…Thanks so much, never using Airbnb again and I don’t recommend anyone does. My refund won’t come through for 5-10 days so now I’m scrambling because the trip is in 4 days…
Not good customer service
by darshan rawal on 2021/07/19 18:42
Not impressed with the customer service. Didn’t give me full refund when i deserved to get full back. Misleading cancellation policies. Hidden details that you will never read. Beware of this app. Planning to file law suit against this app.
Airbnb leaves people stranded
by Gatorsdogs on 2021/07/19 17:51
Essentially Airbnb leaves people stranded with no where to go even if it’s not there fault - I recently booked an Airbnb to stay for a week and I was charged for that entire week but turns out I was unable to actually stay there for the night I had booked for because my host forgot to let Airbnb know that they extended the stay with their previous guests - and I would now be stranded with my daughter and dog with nowhere to go because their refund process takes 10-15 days to process - this is extremely dangerous for your customers and I can’t believe a company this big doesn’t have a proper solution for this.
Great place to camp!
by TgB77777777 on 2021/07/19 17:31
This is camping at its finest!
Terrible Service
by InJesusName-Pray on 2021/07/19 17:00
Had a credit on my account that expires end of this year. When I booked my next stay, credit did not display and was not applied when I submitted. Even had a screen shot proving that credit not showing. Opened up a support ticket. After a few days, ticket was closed without resolving. Opened a second ticket, but they closed it referencing the first ticket. Called AirBNB and they told me that it was still open and being actively worked. If I wanted to get updates, I could just post to the closed ticket. Since ticket closed, cannot make an update. Opened another ticket after a couple weeks since have not heard from them. This time the support person said they could not apply it existing reservation and did not find where it was being worked. Only way that I could prevent from losing credit was to book another reservation by end of year which I do not have problem. I told him that it was AirBNB app problem since the app did not apply credit and I wanted it extended to 2022. He escalated to support. Been two weeks and no reply even after asking for updates…
Was canceled on hours after arrival
by OffensiveNickname on 2021/07/19 12:24
I booked a room for 3 weeks. When I arrived no one was at the location, nor did the host return my calls or messages. I waited a few hours then contacted Airbnb about the issue. They said to wait for one hour. Within that addition hour wait the host’s husband showed up. He called the host, who now had a working a phone. I was then informed they had no idea about my reservation or who I was. I told Airbnb, and now have no place to stay. The only Airbnb places still available are double the cost than the ones when I originally scheduled my room.
Something went wrong please try again later
by Creeperhugger3028482 on 2021/07/18 20:49
Been getting this error for 2 days and cannot book or reserve anything and there’s no way to help I guess according to their customer service
Hosts Beware!
by Sailor82 on 2021/07/18 20:22
While the app might be pretty and functional, this company is awful. You will spend hours on golf listening to the same obnoxious song only to be greeted by someone who will not be able to assist you in any manner other than to “escalate this to another department”. Then you will never hear from them again. They do not enforce their own rules/policies. They may have name power but they will not help you as a host. They bend over backwards for Guests (often at the Host’a expense) and leave hosts high and dry.
It's good app
by Ms.Newman on 2021/07/18 15:05
I like this app because I always get what I'm looking for
Too much fraud Airbnb could easily avoid - stick with VRBO
by kylerollins on 2021/07/18 12:05
We booked a house in a county that doesn’t allow short term rentals. We only found out minutes after checkin, so we left and are now fighting for money back and are taking the owners to small claims court. Waste of our time, we did nothing wrong and Airbnb are taking the wrong side of this as the listing was illegal. Airbnb makes no checks with local laws to see if they are allowed. This happened before when we booked and a hosts HOA told her she couldn’t boom AFTER we booked, but she warned us and gave us a full refund. We still never found a place to stay and we blame Airbnb for that too, but tried to give them another chance, but they clearly have no morals so it’s only a matter of time before you get burned. We stick with VRBO.
They never post my reviews
by Cyrus_Qew on 2021/07/18 12:03
I have written several critical reviews of this airbnb app, none have been posted. They didn’t even count my one star since the review counts don’t go up.
Crash after crash.. unacceptable
by hyahor on 2021/07/18 06:53
And they've just IPO'd. Unbelievable. Just try to use you app browsing through listings for about an hour without a crash - I guarantee you won't be able to.
STOP - Don’t Use!
by PRNFL on 2021/07/18 00:41
I used AIRBNB multiple times before then all of a sudden i am getting all kinds of error messages. I tried to go through the help feature but clearly it was no help at all. I was stranded and couldn’t get a hotel because they were all full. AirBNB had many options but I couldn’t book because of the error messages. Thanks AirBNB for letting me sleep in the car.
Unreliable
by Big_dick_face on 2021/07/18 00:31
I’ve tried to book three times for three different locations and they’ve all been denied because they’re already booked but still say available on the app. My account has been locked out and we were not able to go on a trip because the refund always take a week to go through.
Awful company
by majestyjanelle on 2021/07/18 00:01
Reported neighbors to Airbnb for breaking hoa rules for renting less than 30 days with Airbnb. They won’t cancel any current reservations. Won’t be using this company ever again!
App has constant error message
by Ll4437 on 2021/07/17 14:52
In the middle of making a reservation and suddenly app crashes and now just shows error messages. Frustrating.
Awful experience - watch out
by Mayman on 2021/07/17 01:30
I booked a stay that said pets were allowed. Upon booking this non-refundable stay, I was sent a contract by the host stating that pets were not allowed. I tried to contact customer support at Airbnb, but wasn’t able to get in contact with a human in 48+ hours. (As a side note, why is it that when I have a concern about the $10 hamburger I got delivered, I can get in touch with customer support in 2 minutes, but if I spend $1000+ on a hotel stay it takes 48 hours?) Horrible customer service. I’d recommend VRBO.
The update had croaked my AirBnB app.
by ChristyAnneGeorge on 2021/07/16 09:44
I’ve used AirBnB many times and when I began searching on my iPhone for a place to stay today, it told me to update. I did, and began getting “Oops - unknown error - retry” messages. I tried my iPads AirBnB app and it was already giving me the same error message. I tried deleting the app and restoring it - same problem.. Tried on Safari, same. Please fix. You’re losing money.
Great Location
by Guest715 on 2021/07/16 05:04
Hospitality was beyond five stars the host of our condo was kind and helpful immediately. Would recommend the host in condo 2024 anytime time of the year. If we could give 10 stars we would!!
Scammers paradise
by schedulesepush on 2021/07/16 04:57
Rather use local estate agents or community services, Airbnb is a con.
Disgusted
by Airbnb Discriminates on 2021/07/16 02:32
Airbnb discriminates beyond belief. Just because I have stayed with someone who had a criminal background (just a misdemeanor nothing to do with hurting anyone or even stealing) and I was kicked off. I literally have no criminal background, I am a HARDCORE rule follower and always leave the homes better than when I get there. I always had positive reviews and stayed with more people other than the one person. I’m actually so disgusted writing this because I loved Airbnb and I was a firm believer in the uniqueness and happiness it brought everywhere. Now I am in such shock and disgust.
Love it as a host
by Bkosstype on 2021/07/15 22:42
As a host I personally love the app. It is very helpful but there are a few things that need to be changed, just for our sanity! For example, being able to check guests OUT. Most times they leave early and leaving review right when they are checked out would work better than having to wait a few hours after checkout. Sometimes I forget and its a hassle.
This is a review of the company, not the app
by DoubleRainbow6914 on 2021/07/15 22:16
They inexplicably disabled my acct after providing no reason. Several phone calls and emails haven't helped. They now have my credit card information stored on the server and send me emails in Japanese language. So it's no big problem, right. But imagine if I rented a property and had a REAL issue. WATCH OUT!!!
Worst customer service
by Red deers on 2021/07/15 19:15
All customer service employees lives in the India , no body in the USA , and u gotta wait at least 20 min for the answer even if it’s emergency situation, So vrbo much better than this unprofessional company
Seamless…unless there’s a cancellation
by jake123454311 on 2021/07/15 17:57
App is fine. Places to stay are fine. The company policy on cancellations is highly inflexible and often results in having to book a much more expensive stay last minute. Airbnb will only comp you a fraction of your increased cost and only if you follow their steps exactly. Customer service will not do any more for you even if you try.
Completely Unhelpful Customer Service
by Pton 08 on 2021/07/15 16:59
We were scammed by a host who provided entirely different accommodations than those listed. AirBnB refused to do anything, or even to provide an explanation. It was not clear whether there was even a person responding to my emails (they would not speak by phone) or just a bot. Useless.
Failed Me
by hdstfghvkoogdsaaGgcgvj on 2021/07/15 02:30
It was all good using AirBnb until the most recent time I traveled , where I was surprised to find out I can’t book anymore since I’m under 25 according to the app (unless it’s a private room or hotel room). Some people don’t want to share a space and it makes the app completely useless as I can already book my own hotels. Don’t know why you guys did that.. but it’s all good.
Terrible customer service
by Bea_Bea on 2021/07/15 02:02
I called about a dispute I had with a refund of a listing and everyone was no help.
Worst policies I’ve heard of
by coupkn on 2021/07/14 21:47
I tried to book a month in advance but since I didn’t take enough vacations for their standards I can’t book another Airbnb. I contacted the host who was nice and pre approved me, and even sent an invitation to book. The app refused to let me book because it was “too last minute and I don’t have enough reviews from hosts”.
Hotels should make a comeback
by Jstew96 on 2021/07/14 20:39
After staying at plenty of Airbnb's my wife and I decided to go back to staying in hotels. The idea of Airbnb is great, but at this point with all the hidden fees on top of already sometimes outrageous prices set by hosts we don't love Airbnb anymore. We came out saving money at a hotel recently and we loved it. More amenities for less money in a better location. It's time to rethink where you stay because Airbnb has become what they set out to not be.
This app is trash
by Joeal86 on 2021/07/14 19:17
Be sure to read the fine print! Making changes to reservations is nearly impossible! Airbnb does not care for the consumer only the host. I wouldn’t use this app ever again. Hotels and others apps for booking stays are way better then this trash app. Don’t use it!
Horrible
by JAndersonIV on 2021/07/14 18:01
Endless circle of asking me to finish signing in trying to get my email, Facebook, google, and anything else they can squeeze by pretending I didn’t just sign up already. F
Problem with a booking
by Alwebs on 2021/07/14 16:10
A place I booked came up In the wrong location/state. They didn’t refund the money. I will never use them again.
Horrible experiences
by Lhakpa Yangjee Sherpa on 2021/07/14 01:51
Hi everyone ! We had booked one house ( 217 President Coolidge Place, Henryville, PA 18332, United States ) on 02/24/2020 for 2 nights . It’s been 2 months and 24 days today We got emailed from Air bnb saying that they gonna remove our reviews because the house owner had complained that We had messaged him asking for a refund of $200,(why would We ask for a refund since we stayed there? ) once We did message on 02/24/2020 asking if we could check in little early to the house owner but he replied us from the Air bnb app.after that We never sent him any messages from our private number ..We didn’t send him those messages,someone hyaked our private number and send those messages to the house owner. We guess the house owner didn’t like our reviews Because our reviews were like there were no enough toilet papers and gas cylinder etc. Because of this issue the Air bnb removed our reviews. ( why do you ask for reviews if you remove after few days ? Those were our opinions so that other customers don’t suffer like us that’s why we reviewed but Air bnb removed.. Its true that there were no enough toilet papers and gas cylinders Because of that we had to clean our .. with the water and we had to threw half of our BBQ meats But being a Buddhist we never ask for a refund. We never lie. Whoever is using Airbnb please be careful they may leak your personal information like mine. We are ready to take any kind of legal action regarding this matter because we never messaged him asking for a refund. Please do not remove our reviews from here too This is our safety . Thank you !
They don’t care about costumers
by cofini-rapidini on 2021/07/13 23:30
If you are hoping Airbnb to solve your problems during a stay, you are completely wrong. Airbnb doesn’t care about the costumers services, they are completely sided whit the hostess. We went to Valladolid, Yucatán for the summer and the place that we rent for one week did not matched the description, so we ended up leaving the place and asking for a partial refund that we never got because Airbnb prefers to be sided whit the hostess rather than the real costumers that are making this business possible. I won’t use this service again. I prefer to book an hotel because I know that if I have a problem the hotel manager will quickly solve it.
Want to stop the housing crisis? Don’t use this app.
by Mal.12 on 2021/07/13 21:10
Short term renters are destroying the housing market and make it impossible for the workforce to buy homes. If you don’t want to be a late capitalist hobgoblin- quit using the app.
They do not care about their guests!
by miamiyoooo on 2021/07/13 20:02
If you want to be discriminated against then this is the perfect app!!
Phenomenal place
by ElisJ9 on 2021/07/13 17:18
So glad I decided to book this place. The hosts are really genuine & kind. The place is incredible & extremely clean. Would recommend anyone that’s looking for a nice, cozy place to stay. Will definitely look forward book again when back.
App is great but….
by FameCaptain on 2021/07/13 15:50
The app itself works great however be mindful of all the extra fees and taxes piled onto the displayed price. Often times it’s more than double the cost. Other than that things are great use Airbnb often
Good app but disappointed
by Miaisg123 on 2021/07/13 12:04
Don’t get me wrong Airbnb is an awesome app to use for travel but when I made made my account it asked to join the community and then I pressed dismissed login and I was logged out.The bad thing is I could not log in because it told me i had made to many accounts at a time but when I tried to make a new one it told the same thing.
Great app
by Malaicore82 on 2021/07/13 01:50
Love every Airbnb rental so far.
Horrible company
by vdfhfsbjdshhdc on 2021/07/13 00:18
We had the worst experience.We booked a place in Philadelphia we drove from Boston with our five year old daughter. When we got to the apartment it looked like a crack house and had urine stains and trash in the hallways we where supposed to stay for 2 days we stayed for 11 hours and drove the whole way back to Boston because the apartment was so badly rundown and unsafe. We contacted the host no help and then Airbnb and we didn’t get a refund we lost 535$ for an 11 hour trip in a rundown rusted molded place. The hosts pictures where obviously misleading and staged and we had video and photos proof of how bad the place was and still no refund. They don’t care they let scammers use their platform just to make money it’s a disgrace
Best experience!
by FlyingSaucerWriter on 2021/07/12 22:33
I have used Airbnb several times and have always been blown away by the quality, comfort and easy communication with the owner. We go on large adult family trips. It’s so nice to feel at home away from home. I highly recommend!!
Bad
by idc12!! on 2021/07/12 21:13
This was my first time using Airbnb and everything was okay until I left. Before leaving I made sure to clean everything. Did laundry cleaned the bathroom with bleach I even swept. We tipped the doorman and the girls who did laundry. Made sure everything was spotless. And our “Super host” sent us message saying we left the room a complete mess and that we had to pay $50. and sent a picture of a receipt and threatened us with a bad review. Mind you the Airbnb was in Colombia and the receipt was for like 10 thousand COP which is $4 in USD and she had the audacity to charge us $50. And when I called Airbnb support line to tell them this. They said we can’t do anything until she post a bad review. Cause In the policy Airbnb says that they don’t tolerate threats like that and when I asked about the policy they said “oh we have a lot of policy” all in all it was good until they got greedy and Airbnb letting this host probably get away this who knows how many times.
This company condones extortion.
by Baylor98 on 2021/07/12 21:10
Recently stayed in an Airbnb for the first time when we traveled outside the country. We had a great stay until we checked out and made our way to the airport for our return. We received a message from our host stating that there was additional cleaning needed and that there was damage to the apartment. They requested $50usd in return they said they wouldn’t leave a bad review. I denied their request on the grounds that there was no damage when we left and that they didn’t send any physical evidence for such other than a receipt for 12,000cop which is about 3-4usd. The receipt had nothing on it that showed the cost of cleaning let alone 50usd worth. When I contacted support they informed me that until they write a review that there’s nothing they can do. It’s ridiculous that while the company has a written policy against this type of extortion it seems that it isn’t enforced and seems it isn’t taken seriously. I definitely would not recommend using them you’d be better off staying in a hotel. Definitely not a good first impression.
Cancellations
by DrewLife365 on 2021/07/12 20:17
Airbnb allows hosts to cancel right before a week before trips it was a huge bummer to have our trip cancelled last second. Going to look for other options. No longer using Airbnb for that reason.
SAVE!!!
by carmencita120 on 2021/07/12 17:49
WHY can’t you save a search!!! Sooooo annoying
Unable to search flexible dates
by what does work? on 2021/07/12 12:25
I have tried several times to search using flexible dates however the app won’t move past the calendar after choosing the months of travel. Clicking next only pulls up a larger “next” on the screen and doesn’t allow me to skip or move past that.
Why I’m Switching to VRBO
by evanseesred on 2021/07/12 01:32
I’ve been an Airbnb user since 2013. I’ve been an evangelist for the service and even a host for a period of time. I love the concept and have never had any issues. I’d heard the customer support was abysmal but I didn’t realize how bad it was until I finally needed it. Recently, I booked an Airbnb for family visiting my sick mother. Sadly, my mom did not get better and she was hospitalized, so we no longer needed the Airbnb. The hosts were so wonderful and offered to give us a full refund. Airbnb does not make this process easy for anyone, however. So I reached out. For the first time. And likely my last. Let me be clear: we were not asking Airbnb to refund their service fee. We wouldn’t imagine they’d be as generous as our hosts. We were simply asking for them to help facilitate a transaction both parties were agreeing to. But getting a hold of a human proved next to impossible. I waited hours in a chat for someone to come. They never did. I messaged. No reply. Again, I want to emphasize: we were not looking for a refund of their service fee. (Even though I’m not sure what “service” they performed that should be compensated, here.) We were simply looking for a little help in completing a refund that both parties had agreed to that is not at all clear in their app. Dozen and dozen of stays. You think I would’ve earned enough respect from this company to have them help with this smallest of tasks. I was wrong. (Oh! BTW - VRBO has been amazing and even offered to give us a credit in the amount that Airbnb took from this transaction. I wish they had more listings, but if more and more of us support a company that treats their people better, maybe we can help it grow!)
airbnb
by ghjkbcxd on 2021/07/12 00:54
the app is terrible sometime i will be writing a massage and it will close the app, on the computer the app is completely different than it on the phone or ipad , adding county taxes still impossible even on my other account i did it easy , text from airbnb support on the app is terrible they text at 3am and i cant make the app silent maybe guest need something . when airbnb support text me do u need anything before i answer they close the chat i cant text them again .
Do not use
by Guerraface on 2021/07/11 17:47
Horrible support from the staff and when issues happens with charges they do not refund their service fees. You are better off with another service
Poor app and web design
by YQstudio on 2021/07/11 17:31
It’s quite pathetic- waste of my time. Airbnb can’t even allow me to use a new credit card for an extension of the stay.
Poor web page design brings a lot of inconvenience
by d hi i it eeg on 2021/07/11 16:56
Will start to use other apps soon
Airbnb can rob you and get away with it
by Ritchieezy on 2021/07/11 16:10
If you try a charge back on Airbnb booking credits for legitimate reasons, they will take them away. They have a policy that allows them to do this legally. Do not use their service. It is a scam waiting to happen. They can steal money from you or your credit card provider.
Error pop up
by Angie10938 on 2021/07/11 15:19
In the beginning loved the app but then out of nowhere an error pop up kept popping up for some odd reason and now I can not access the app? Please fix this I need to know if I was approved for a stay.
Scam
by yo890481 on 2021/07/10 20:13
Their cancellation policy doesn’t make any sense, how they gonna keep a whole month reservation $1700 , even when you call a week before the check in date , hotels better than this app .
Huh
by umsteadg on 2021/07/10 17:58
Pretty useless app, been that way for years. Total absence of logic and common sense. Absolutely void of intuitiveness. booking.com has got it going on.
Love the app as a host, but is missing one key feature for hosts
by Adam_56 on 2021/06/28 17:41
The app is amazing and I love the expanded ability to included personal info in the scheduled messages. There’s a few things I really want that are not on the app and one is the ability to manually check a guest out of your unit so it allows you to leave a review and change automatically into new daily guests. Otherwise having to wait until 12-3 pm to leave a review after I’ve completed all checkout/check in tasks for the next guest and then having to come back later is a little annoying. Also, if there’s a way to turn off notifications for “_____ is arriving in 12 days” that’d be great. Additionally, I’d love to be able to utilize IF functions for shortcode messages. For example, if I try and attach a shortcode message and include something like the guests home city (“safe travels from /guest_city/!”) but the guests profile doesn’t have that information to pull, it shows as “/guest_city/“ in the message to the guest and I would like to be able to attach an if statement to drop part of the phrase if the info isn’t available (or warn me that it’s not filling it in bc it’s missing that data so I can fix it myself, otherwise I often miss it if I’m not diligent!). This would help avoid a lot of problems.
Loving Airbnb
by Cindy from Palm Desert, CA on 2018/05/10 19:31
We used Airbnb during our recent holiday in Kona, HI and stayed in 3 different private units. Each was wonderful and had everything we needed including the loan of beach chairs, beach towels and umbrellas. We didn’t cook, but each unit was well appointed with everything we would need and next time we will enjoy creating our own meals at the units and eat out less. We enjoyed visiting briefly with each owner, they were all really nice but not intrusive at all. We went on two excursions recommended and booked through Airbnb. They were great and good value. I would recommend the Wild Dolphin & Snorkeling adventure with Captain Chase and the Local Brews & Poke Flights with Lottie and a wonderful chef and fun bartender at a beautiful golf course. They were both awesome and each was a small group of 5-6 people allowing us to ask our hosts questions and visit with the other guests. We will likely use Airbnb more often, it was super easy to book the units, more fun and less expensive than a hotel. When they say ‘Super Host’ believe it, book it and relax. I’m a fan and sharing our experiences with friends. Mahalo!
Worst customer service ever!!
by Prettyprincesskage on 2021/04/03 23:29
We booked through Airbnb for our spring break vacation at the end of March. We planned on going to Florida and stayed 1 night due to an issue at the place we were staying. Since we had our dog with us, I couldn’t find anything around the area within our budget that would allow us to have pets. I ended up finding a place in Myrtle Beach to book that allowed the dog. We drove all day to get there and arrived around 11:30 PM to check in. We went in to check the place over for bed bugs as I always do. We didn’t end up finding any bed bugs, but discovered the place was infested with cockroaches!! I tried to contact the host first who didn’t respond until the next morning. I then filed a claim with Airbnb to get my money back because we ended up just going home and not even staying 1 night. Airbnb support finally messaged me 3 days after the incident which is where I provided pictures of the incident and explained what happened. I am still fighting with then to get my money back!! My issue is classified as a travel issue and, on their website, constitutes as a full refund. Airbnb ended up siding with the host saying there was nothing more they could do for us because the host would t give any money back other than the $200 cleaning fee. I paid $800 for this place we never even stayed at and they did not a single thing to help get my money back. I will NEVER use Airbnb to book another trip again!! WORAT EXPERIENCE EVER!!!
Airbnb has horrible support for customers
by poppy131313 on 2021/04/08 18:37
After being deceived by a host and reporting it to the customer support team, the only resolution that we received was an email response more than a month after our trip that “it didn’t violate their standards and that they have gone over their community standards with the host to ensure they understand” 😒Are you kidding me?! The property is adjacent to a property that is currently burnt down but is occupied, in the original property description there was no mention of it. There is also an aggressive dog that will not stay off of the property and tried to attack me twice. This host approached us about installing a dryer to replace the broken one at the residence, then we brought to her attention the electrical problems throughout the house with all of the outlets that kept tripping or just were not working at all! She then asked me to fix them! I told her I absolutely would fix them but she would have to pay me for my labor! After buying the parts and doing the labor, of course she didn’t pay me for my work. Apparently this host has a few properties and because of this Airbnb doesn’t seem to have a problem with the fact that they are liars and scammers. They’re lucky that Sarah Foust had enough sense not to come to the property after calling me and threatening ME!! I will NEVER use this service again and I will NEVER recommend it!! I also have all of the photos and receipts, emails etc from this host 👌🏼🤔
Awful Customer Service
by ÅBÇDÊFGHÏJKLMNØPQRSTÚV on 2020/08/16 01:19
If I could give this company and this app a negative review, I would. I work in customer service, and I have never seen and will never try to emulate the kind of awful customer service I experienced with AirBnb. I won’t get into the details because I’ve told this story too many times, but in essence, my host lied and claimed that my friends and I broke her air conditioning system and thermostat so she could charge us for the already-broken system. She also promised to refund us if we left our trip early, and—although we did—she refused the refund and then tried to charge us for the the thermostat (and at twice the cost of the actual unit). I contacted AirBnb about this promptly, and not only did they take weeks to answer me back, but they never had the decency to call me back and get my side of things (they only emailed after I complained about not getting a call despite my host getting a call from them). They took months to get to a resolution and their resolution, though vague and unclear, was along the lines of “your host doesn’t have to refund you, and you can solve this on your own.” So, basically, my host and I got into a predicament which AirBnb refused to solve. I believe that their only reason for not wanting to handle this in my favor is because this host rents out multiple locations through AirBnb, and so she is more of an asset to them than I am. I hope this review helps them to see how awful that logic is.
If your are under 25 don’t open an account
by 123455645274 on 2021/05/08 16:23
I am from Connecticut and I was in Austin Texas for a work related trip. I specifically listed that it was a work related trip paid for by work. However, I was booking AirBnB on my personal account. I am 21 years old, and according to AirBnB they won’t allow and restrict my account so I cannot book an entire place for myself and I am forced to only rent rooms in peoples houses. This is direct discrimination based on my age it believes I am “high risk” to throw a party in an airBnb in a place I know literally no one. This is an absolute joke and I plan on deleting my AirBnB account since costumer service, which btw is out sourced to India so AirBnB does not support American jobs, told me there is nothing I can do but book shared rooms or private rooms in homes with the owners on site. This is obviously an inconvenience to me because I am a business professional spending an extended amount of time away from home and not all hosts grant kitchen access, nor does a normal person want to use someone else’s kitchen when the person lives in the same house. I am beyond unhappy with my experience. Would not recommend AirBnB and our companies will no longer be booking with them after this trip. Trying alternative apps similar to them Like VRBO. Air bnb no longer deserves to hold the editors choice badge or be the top app of its kind. Require them to step up there game or be out done by the competition.
Terrible company
by Elisabeth162628 on 2021/04/05 14:57
I just tried to book a small guest house for me and my little sister. It was for one night, about an hour away from our house. I wanted to take her on a small trip for her spring break- since she has been doing school online and hasn’t gotten to do much else due to COVID. When I tried to book it I got a pop up saying that I was unable to book it because I was a “high safety risk (could throw parties)”. I was confused because every place that I have stayed the host has giving me 5 stars/glowing reviews. I called their customer service line to figure out why this was happening. They lady I spoke to told me that they will not let people under 25 rent entire places because it’s a higher risk that I will throw a party. I am a 22 nearly 23 year old, engaged, security guard; Trying to take my 17 year old sister on a trip. I’m not looking to throw a party. They said I am allowed to book a room in someone’s house or share a hotel room with a stranger. Obviously I am not comfortable doing that. I am not going to put me or my sister in a potentially dangerous/uncomfortable position. I sent a message to customer service explaining my frustration, and the person basically told me “too bad”. I was going to try to find a way around this rule, but after reading all of these recent reviews; I never want to use this app. I went ahead and just booked a hotel, I would recommend you do the same.
Unhelpful Airbnb
by Fhxhvfhjff on 2021/02/12 17:14
I live in washington DC, on February 1rs I make the reservation for miama beach through the Airbnb application. I received my confirmation from the hotel that was available, they took the money from my card and everything was ready. My group was 8 people, we rented a van , we requested day in our job, we plan dates and place to visit mejor of our hotel. etc. ..., we were happy and excited about our trip to Miami Beach, Our reservation was from February 12 to 15. On February 10, I received an email from the hotel that they are over book and they just tried to cancel my reservation and return the money. JUST 2 DAYS BEFORE OUR TRIP. I contacted Airbnb to solve the problem. what they did were cancel my reservation and give me back my money. Looking for another list far our original place of reservation. Otherwise if we keep the same place we have to pay more due to dates. How that can be a great solution? In short, what they offered was to keep looking for places which were no longer available in the place of maiami beach. Anyway, I don't understand why arbnb allows hotels to cancel at the last minute and they can't do anything to help me. What kind of company are they? We lost time, money and our excited trip. I’m still waiting for an real solution. they didn’t give a real solution. Just return the money. I’m really frustrated about Arbnb. They are unhelpful.
Almost Got scammed and AIRBNB DID NOTHING EVEN AFTER PROVIDING PROOF
by Superbob03 on 2021/04/28 01:29
AIRBNB is not your friend and doesn’t care if you get scammed , and won’t do anything but say “sorry lol”. basically I wanted to take a trip to Colorado for my 21st birthday. I was so excited and planned my whole trip around this nice airbnb, costing around 150. It looked good, the only problem was a review saying it was a scam that I couldn’t see UNTIL AFTER I PURCHASED THE AIRBNB. Fast forward 2 hours after I couldn’t get a full refund, only half, the host texts me and asks me to cashapp her 150 if I want the apartment because “there was a technically difficulty and I was refunded the money” when I brought it to support with proof, they told me they talked to her and that she “simply made a mistake and was confused” but why didn’t she call airbnb in the first place about it, instead of trying to get money out of me. If I had cashapped the money, you know airbnb wouldn’t be refunding me that money, and instead they would’ve just said “oh sorry you need to be careful”, but because she said it was an accident, airbnb couldn’t let me get a refund, because why would I try and get a room from a girl who tried to scam me out of money. While trying to figure this out with customer support, she turned it into “no refunds at all” so I lost 160 dollars over the fact that AIRBNB DOES NOT PROTECT ITS CUSTOMERS FROM BEING SCAMMED. Absolutely Outraged, will never use this app again
Ok it’s time to abolish the Covid cleaning fees
by Macieg4me on 2021/06/12 21:04
I’m sorry but this has been something that’s bothered me since the start of the pandemic and I am not an “anti-masker” or a “conspiracy theorist” so I was grateful for the additional precautions, until I learned there were no additional precautions. As a company, you are fantastic to your hosts but are horrible to the guests. We have no recourse, are rarely believed over the host and truth be told, I feel like there never should’ve had to be a massive hike in cleaning fees (unless you’re honest about it and tell the guests it’s for the “host” putting themselves at risk by hosting and having to clean up afterwards and not telling us it’s for “deeper cleaning protocols”. Also most places in the US are fully open again which means this ridiculous hike in fees needs to be dropped and furthermore you should expect your hosts to be deep cleaning between each and every guest. The reason I know about the fees and why they were instituted is because I clean Airb&b houses for a few ppl when I can and for who I can…and for the record I always deep clean in between guests. It’s called good hygiene and keeping those people safe and healthy and that’s what you as a complete should strive for and expect from your hosts (not give them a cash prize for possibly doing it.
DO NOT RECOMMEND THIS APP!!!
by $@h67 on 2019/12/25 03:32
I had the worst experience ever! Every year my family makes plans to go out of town to celebrate Christmas, this year we decided Orlando, FL. I heard about AirBnb and decided to check it out. I reserved a house for December 27-January 2 and reserved it on August. I get a text a week before the trip saying the host canceled the reservation. The host didn’t let me know the reason and just canceled. I try contacting the host and he didn’t respond to my calls and text. I call customer service and they tell me it was an emergency and that my money is going to be refunded in 5 to 10 business days. They didn’t give me an explanation at all. I decided to get another house that was $1000 more, but I was ok with it since I had everything paid for and family from another country was coming. 2 days before the trip I get a cancellation message again about my reservation on the new place. This host was decent enough to tell me that he canceled due to the days I reserved for were already booked. Apparently Airbnb showed available rooms that were not really available. Called customer service and they didn’t give me any solutions, just sent me listings of places that were already not available or $5000 more in price. Give me a $200 coupon like that was any help at all. I’m never using this app again and I recommend you do the same.
Ridiculous
by Hoodoo2 on 2019/01/14 16:12
So I signed up and attempted to book for the first time about a year later. In the mean time I had canceled the credit card I signed up with. So I attempted to book but it failed because of the credit card. I got an email, a text and a message through the app telling me it failed. I clicked the link in the email which opened the app but there was no indication of how or where to update the credit card. I finally found it, not in account settings, but (strangely) on the page of the failed booking. There was no option to remove a payment method nor to update a credit card. However there was a button to add a new payment method except the feature would not load. I just got the white page and the little animated dots. I tried restarting the app, restarting the phone, updating the app, and tried it on WiFi and cellular all over the course of about 12 hours. Nothing worked. So I logged into the website. There I found an option to delete a payment method but incredibly there was no option I could find to add a payment method. So I contacted customer service. The replied to my message at 4AM the next day but gave me no helpful information. I replied, but didn’t hear back from them for three more days. By then I had already booked with a normal hotel which, of course, was no problem. Good riddance Airbnb.
Why yes, I would like to stay 30 minutes away from my destination
by Dustpal on 2018/03/05 08:03
Something is wrong with the search engine airbnb uses. I put in a City and great, there's like 800 places to pick from. Problem is that most of these locations are 30 minutes away from where I actually want to be. As a traveler, this is mostly inconvenient. So then you have to waste your time checking through each posting to see which one is actually close to where you want to be. Please add a distance filter from the city center to fix this mess. Other room finding applications know how to manage distance, so airbnb is way behind. Aside from that, either the posting is falsified by the host or the engine is misreading metadata, but some city locations at the top, don't match what is on the map. I feel like this must be the host lying about the location to try and get people to go to their location, but airbnb should just pull the city location from the map. If it does already, then it's broken. Lastly, an enhancement request to the usability. Since I travel to the same place many times, I'm looking at the same locations a lot. Of course I have my favorites, but I'd like an opposite list of locations to avoid. Maybe I read a bad review or the neighborhood was not to my preference, then I don't want to have to figure that out each time I run a search.
The absolute WORST customer service!!!
by Treviewsapps on 2020/08/01 21:07
I am truly so disappointed!!! My family is going on a vacation in few days and we booked a stay which we had to cancel because of misleading information by the host. But, the host was willing to give a full refund once airbnb reaches out to them. We spoke to the customer service representative and we WAITED FOREVER for them to pick up. They picky up finally and tell us that they will message the host so that they can give us the refund. BUT the host is messaging us saying that they never received any messages from Airbnb. So what is the representative doing to help? So the next day we called the customer service several time and each time being on hold for over 30 minutes. This man tells us that he will transfer us to the team specialized in refund and cancellation. We wait 40mins and this woman finally picks up only to tell us that there is nothing she can do. And she hangs up on me! What is she being paid for?! To hang up on the guests who waited 40mins to finally get some help?! We were bounced from one rep to another but here we are few days away from our vacation and we have an unconfirmed refund, no stays since we can’t book another place until this one is confirmed in addition to having to deal with the absolute worst customer service and no answers to any of our concerns.
Great service - serviceable app
by FenderBoss on 2020/05/03 14:07
I have used AirBnB between 3-4 times per year for travel. It has been a great service and rarely have I been disappointed with the homes, cabins, and condos we have enjoyed over the past couple of years. The app, however is lacking not so much in its function but what it provides for searching options. One of the first things people search for when booking accommodations besides location is the room type. And part of that is what type of bed. I can search for number of bedrooms, number of beds ... even the bed height as an accessibility option, but not the bed size (!?). Thinking it was just me not being savvy, I find multiple posts on AirBnBs own forum of people who have raised the same issue over the course of the past 3 years. Devs, if you read this, please review the basic filtering and sorting options for this app and add this as a feature request for your next agile sprint or whatever you do to update this program. I appreciate your respect for those who need accessibility options, but the rest of your customer base might appreciate a fundamental filtering feature added, that literally every other travel and booking site uses as a base feature. Thanks!
Don’t stay with AirBnB
by Ashley K05 on 2019/08/13 21:04
I am very disappointed with Airbnb. We had an ant problem in our house, and when I tried to resolve it with the host, she turned on me and blamed us. She said she went above and beyond and that is just not true. Since we didn't think to "document" the ants, Airbnb took the hosts' side of the conversation. That is so wrong and has made me never want to use Airbnb again. While the host insulted me as a person and said I was too demanding and minimized what actually happened, Airbnb was no better. They said they had to side with her because I had no pictures. I am sorry but who thinks to take a photo when your hand is covered in ants, and you are just trying to make sure they aren't all over everything you own, which for the record they were. They were in the bed, on my retainer, glasses, clothing, etc. It was one of the most disgusting things I have had to clean. Yes, that's right, we had to clean it because the owner didn't believe in taking a more drastic measure to clean then Windex. Airbnb's customer service was no good either. They made it seem like they empathized with me when they called to hear more information and that they were so sorry, yet they did nothing to rectify the situation. I will never stay with them again. Beware, if anything happens - DOCUMENT IT ALL, otherwise your words mean nothing.
Worst customer service ever
by Leaux3 on 2019/11/15 01:24
Let me start by setting the scene.... I am 4 months pregnant and I have a 4 year old son. My fiancé’s bday was the other day and he had to travel to Miami for a work trip so we made a family weekend out of it. The hotel we were staying at was over booked so we decided to try to use Air B and B to find something cheaper that was still local. Downloaded the app, set up a profile and picked a place. Confirmed it and were excited out our new reservation. Not even 15 minutes later we get a message saying our reservation was canceled. Called the hotel and they said the never received the payment so we need to contact air B and B. I contacted them and the lady “couldn’t give me any info” so we waited for a “case manager” to call back. A couple hours later a women who spoke extremely broken English called and said they were sorry they have to cancel the reservation but we broke the terms and agreements.... which I don’t know how when we literally set up the profile properly and verified everything! And booked a place AND THEY TOOK THE NEARLY $200 OUT OF OUR ACCOUNT!!!!!!! They would NOT give us a further explanation at all and the lady would not work with us at all and HUNG UP ON ME! Needless to say they put us in an extremely tight bind and we will never use this app ever again. Beware! Seems pretty scamish.
Average
by DellDyn on 2019/03/11 02:14
Overall, I’ve had good experience with Airbnb, and I like the general set up. I do have two major major issues, and that is 1). with the tax collection. My county and total sales tax are 9%, But they only take out 6% and refuse to fix it. This causes me to lose so much money because I have to take it out of my profit and then file with the county and do my state taxes through an accountant because the system is too complex... Major inconvenience... and 2). This is my 2nd home. I do not want to rent it to just “anyone“. VRBO is better because they at least let you see the person‘s full name, and you can Google their information to make sure they are a real person, etc. There are so Many scam emails. I have no problem with an AirBNB traveler who has previously had a review, but when a New, unknown person tries to books and gives me no information at all regarding their group or info on their trip, and all I have is a “first name”- it’s unnerving. I think they should try to protect the homeowners much better than what they do right now. It’s very one-sided towards the renter- where I would like much more of a mutual accountability. Hiding the pictures and last name is also not OK in my book.
Do Not Do Business With This Company
by es-py on 2018/12/25 14:50
My family and I are stranded in an unfamiliar state thanks to Airbnb and their unwillingness to correct their mistakes. Thank you for allowing us to book a condo under construction. Thank for allowing us to find this out after thousands of dollars of airfare, time off and hours driving to the booking. Thank you for failing to send any emails or messages informing us of this issue. Thank you for acknowledging the mistake and shooting down any attempt to accommodate my family by booking us a similar listing even though similar listings were available on your app and website. We were forced to deal with horrible customer service representatives. If anyone at the company is reading this please invest in some workshops/training idk maybe a Christmas bonus or something because dealing with your representatives took this experience to another level of frustration. I would not be sitting here writing this essay if it wasn’t for the young lady I had the pleasure of speaking to last night. Thank you for this experience Airbnb! Who would have thought opening Christmas gifts in rental cars would be so fun! And thanks for the great advice of finding a hotel to accommodate 6 adults on Christmas Eve for 8 days in Orlando. The amount of options were plentiful!!! Thank you! Merry Christmas from our Ford Explorers.
Terrible site/ company - no stars
by julieandbobk on 2019/05/14 00:26
Spent multiple days calling or on hold with air bnb after they canceled a trip we booked for Key West. Their website allowed us to rent a unit that was not available. We were charged for the unit, then simply sent a text from another vacation site that our reservation was canceled. No reason why! No one would tell us why, but it was glitch in air bnb software which no one would own up too. Every case manager I was assigned too told me they would comp us a stay and send us new listings which never happened. When a listing was sent it was not comparable to our initial booking. Each day that passed the cost of the available air bnb units would increase in price, but no one would call me back to confirm another reservation. Each case worker said they would call me back with in an hour. No call backs! I am livid with air bnb, there are multiple sites that are a lot cheaper with the same units like VRBO, use them! Don’t book with this website!! They are unreliable, they won’t care if you have a place to stay. Update..... just received a message from Airbnb. Not a phone call of course. They are denying telling me they would assist with the cost of another rental and their hands are tied so we should Book another rental. Never again! Hotels would do this to a customer
First experience with Air BnB is so-so
by Emb 927363404 on 2019/04/25 18:03
I am traveling for just under a month and am using Air BnB for my travels. I am satisfied with most of my stats so far except one. This particular place was so dingy and run down that I immediately knew I did not want to stay there. Right away I contacted the host asking for the payment of my remaining two nights back so I could secure someplace else. She refused. So I contacted Air BnB and they too so long in figuring things out that I was well on to my next location by the time they said they had successfully negotiated a cleaning fee refund ($34). That was laughable. They told me I could dispute it further and asked me what was a fair compensation. I said that the fairest compensation was the two nights I had originally asked for. That would have been around $270. They negotiated some more and ended up refunding me $120. I am not impressed on the time it takes for them to respond and handle things, nor am I impressed with their negotiation skills. The place I stayed in was a dump and the pictures were a complete lie and they did nothing to fix that for future renters. I’ve now stayed in three other locations and I am very pleased with them. I like Air BnB but I don’t like their service.
Cancellation by host
by ehowle on 2018/08/30 22:51
Was recently cancelled on for one of our trips. There was absolutely no recourse. I went to your q&a and found out you have a pretty strict set of rules for canceling on the host, but no real strict set of rules on hosts cancelling on guests. This is absolutely horrible. The host only loses the cancellation. The guests lose all that they had invested in the trip - airfare, other places to stay, any reservations and down payments on things like prearranged things or trips such as boating, kayaking, entry fees, etc. Also I could not leave an Airbnb review on the host. This is absolutely uncalled for. Both the host and Airbnb need to know the consequences of this action. And others need to know that the host cancels on guests. Airbnb really needs to rethink this policy. If a host cancel, they should be responsible for any costs that the guests incurred. I have heard that hosts will cancel if they get a higher rental fee. Don’t know if that happened to me, but that should absolutely be forbidden and if one cancellation occurs, the host should be moved to the lowest ranking. They must be discouraged from doing any cancellation. They have to be running this like a business. The excuse I got was the host had to leave town and could not find someone to clean it before the last guest before me. Really poor excuse!!
So far it’s been good, but needs a little work!
by sea225 on 2018/06/15 05:09
So far it’s been good, but still has some work to be done On the app ect. sometimes the app crashes or takes a while to update. I get messages way later like a day or 2 later on guests asking me questions. I did notice that it has not been sending the check In information to the guests so they get trapped out side the gate for a while because the messages don’t come in to my phone right when they message. Also I’ve been getting guests having a hard time keeping the booking I get them confirmed and then a day later it’s canceled on them. Guest call me a lot trying to figure out how to book. Maybe make the booking a little easier. Also if you are in a state that they pay the tax for you make sure to look in to it cause they only pay the state tax not the city tax. Wish they could pay that also each quarter for me. I give Airbnb over all a 4 cause it’s good just not yet a 5 yet. Work on app a little more and maybe put a system in that is like doc u sign. that way it just automatically sends the booking waver that we need each guest to sign so I don’t have to do it manually.
♥️Airbnb
by Inn Bloom on 2017/11/07 15:17
I’ve been an Airbnb host and an Airbnb guest for over 3 1/2 years. I have hosted over 160 guests from all over the world, and all experiences have been wonderful. Not one bad experience. The places that we have stayed have been clean, friendly.... just exactly what we needed for where we were and what we’re doing. Again, as a host, I enjoy sharing my hometown with visitors and making them feel comfortable and welcome while enjoying the area. The extra money has been greatly appreciated as we live in an expensive area. Now with my husband retired, I am able to help with our expensive taxes and utilities, not to mention my health insurance which is extremely expensive since I am no longer covered by my husband’s employment. I am grateful for the opportunity to be able to contribute and be creative as a host at the same time, I give Airbnb my highest recommendation and appreciation to Airbnb and what this wonderful company stands for and look forward to a long and rewarding relationship as a Super Host and a guest. Thank you so much, Airbnb!
Horrible Customer Service!!
by FoodVeggie on 2019/07/13 07:28
If you can find a hotel or anything cheaper at a good price with even mild customer service, do it. Air BnB does NOT care about their customers at all!!! Dealing with Air BnB customer service has been the worst experience I have had with any business/support team. They can check the records and see that their staff AGREED with me and believed I deserved a refund for what was essentially unsafe conditions and poor communication from a host. However, after repeated attempts to receive said refund, they then claimed I had informed them too long after the reservation. They said this a week after my reservation but I had called DURING the first hour of check in for my reservation while I was AT the residence. I wish I had recorded their calls as they do yours, when dealing with customer support, and I would easily have enough evidence to show how they are misleading, careless about customer safety, and how they tell you one thing then flip to a completely different decision without the decency to call you to elaborate. They simply sent a short, rude message on the app. It is sad that they can agree with you (they can go ahead and listen to their recorded phone calls to prove it) and then message you something completely else and ignore the fact that they ever agreed with you. Ridiculous.
Literally -5 stars if it were possible
by Ashley Feliz on 2019/03/23 18:52
DO NOT USE AIRBNB. They have the absolute worst customer service. They deactivate accounts for no reason. They say you’ll receive a full refund and I have yet to see any of my money. They owe me more than $1,000... with that said please save your time and your money, don’t trust these people. My trip is supposed to be in 2 days I’ve had this booked for a month now and they cancelled my reservation and deactivated my account and I was told I’d receive a FULL refund. As far as the customer service all they say is that they’ll slap a label on it called “urgent” and that they’ll get back to me in 24 hours...got nothing. After I made my SECOND reservation after having my account deactivated, they then accepted my payment and a few minutes later I was told they cancelled my reservation and they’d send me a full refund I called them to see what was going on and where my money was and all they said to me was that he could do nothing about this, he has to send my case to another department and to “rest assured” it’ll be taken care of In 24 hours and as for my money.. as if it can get any worse I was told that my money is “technically in limbo” and that I need to contact my bank, contacted the bank and they said they haven’t gotten anything on their end... AIRBNB WHERE IS MY MONEY!?
Terrible customer service
by Epicaustin1026 on 2021/04/01 21:28
I used this app for a while and never had an issue. I have nothing but positive reviews and have never had a problem. It was only recently that I decided to stay at a place in which I had to evacuate twice due to a fire alarm that I had a problem with this app and the people who work for them. I decided to contact the host asking for a refund as I was only able to stay at her place for under an hour. She proceeded to tell me that it was a false alarm both times and that she wasn’t able to refund me for even half of the money I spent, which is Airbnb policy to refund for at least 50% of the trip if it is canceled on the first night. Obviously I was very upset with the situation and so I contacted Airbnb themselves, who took weeks to reply just to tell me that there was no proof that I had to evacuate the building, even after I sent pictures of the fire trucks outside. They decided to refuse to refund me and I am still furious about the situation. I don’t plan to use this app again given my situation and I advise people to keep in mind that the customer service is VERY unprofessional and do not care about their customers. I am not one to complain, but this app doesn’t seem to care when an inconvenience happens and it seems like they just enjoy stealing peoples money. It’s very unfortunate.
Worse experience than I could even imagine
by foxsoccerruinedstreamingsoccer on 2019/04/20 05:22
What a scam! DO NOT BOOK THIS!!!! It IS A SCAM!!! Unresponsive host ruined my trip to DC and made us late to the event we were in DC to attend. We tried to contact the host for check in instructions, and she did not respond, leaving us with no place to stay. We then had to scramble and find a friend to stay with after we no longer had a place to stay after we reached out to the host Tracy multiple times, via Airbnb messenger and phone, and eventually had to call Airbnb guest relations. The person on the phone (listed on the Airbnb as the host) said they were not the host and I had the wrong number. This is also on the shoulders of Airbnb, because of their negligence I did not know that there were several others who had similar experiences over the last couple months. I asked the very nice non-US based call center employee for an actual management response from Airbnb within 24 hours and never received the call. Airbnb offered nothing in reparations for their role in this issue, considering they have 4 other people who endured similar experiences and yet they gave no sanctions to this terrible host, and they gave me no warning about these issues they have known about for OVER 2 MONTHS, and therefore will be hearing from our attorney shortly for their negligence.
Good App, but could improve with some bug fixes
by guesswho!! on 2017/12/28 15:27
Very nice App. Easy to book and communicate with host. But (the current version) could use some bug fixes. I use the App on my iPad Pro with the most recent iOS an when I scroll through my search results, the movement is extremely slowly, sometimes gets even stuck. Something is wrong here. Search filters are also not perfect. When I set for example my limit at $200 per night, the App shows me also accommodations above $200. Also, it would be great if the location filter would be narrower. If I search for housing in a certain town I don‘t want to see housing from near-by towns. Unfortunately, one sometimes only find out once you check the map, because the title often does not tell the location. Maybe adding a distance option would help (how far from target destination the search should be expanded). Additional comment: What I also dont like is that I cant remove my credit card information from my account after payment (not through the App and also not through the online account). I wished they would support Apple Pay. I don‘t like to keep my credit card information all over the internet.
Nothing but problems
by Smokentoken123 on 2018/01/02 22:31
I’ve had nothing but problems trying to make a reservation through Airbnb. My first reservation was cancelled due to me not completeing the verification process in time(long story short my account was set to eastern time instead of pacific time) I verified my account no big deal, I called customer service and was instructed to try and re-book, assured that my reservation would go through I did. I then received an email saying I needed to complete the verification process however when I clicked the link in the email I was taken to a page that said “You’re all set” and a button on the bottom saying “finish” I clicked the finish button and was taken to the home screen I assumed there was a glitch in the software somewhere. Three hours later I received an email saying my reservation was cancelled a second time for not completing the verification process in time. I was very confused as I had in fact completed the process and was not given an option to do anything further from the links in their emails. Now I’m being told by customer service to re-book my trip for a third time. I’m unsure if this is how they typically do business but I’ve received little to no help from their customer service team or the case manager assigned to help fix my problem.
Unforgiving and Unhelpful!
by Awzum3 on 2020/04/25 16:46
Airbnb did not refund any money for a situation that was out of my hands. I was studying abroad in Rome and planning to visit Barcelona from March 5-9, staying at an AirBnb rental. Our school mandated that we return to America on March 2nd due to the rising threat of Coronavirus, so we had no choice but to leave and could not attend our stay in Barcelona as planned. We lost all the money that we had put into this trip, even though it was not our fault. After contacting AirBnb support staff, they were not sympathetic at all towards our situation and they closed our case. We sent them all the right documentation that showed that we were forced to leave, but they did not care. Even with the credit card company involved, AirBnb still did not help us and we have not gotten any money back. We are students, so we don’t have a lot of money to begin with, and to lose that much money really is detrimental. I would have hoped that a huge corporation like AirBnb would be able to see that we are not at fault and that it’s unfair to take our money without giving some sort of refund, considering our safety was at stake. I will think twice before ever using this app and company ever again, because they definitely put their own greed before the needs of their customers.
App is fine. Customer is awful.
by D8796 on 2020/03/19 19:06
Never had an issue using the app. However the company needs some work. A friend of mine created a group for us to look at cabins to rent, thus making them the ‘trip owner’, even though all they did was invite us to a group to share destinations with each other. We find one we all like, and I book it with my card. Fast forward a few months, now it’s March and our trip starts April 17th. Our flights get canceled due to COVID-19. I log on to Airbnb to cancel our trip because we have no intent of traveling if the airlines deem it a heath risk, nor do we plan to drive 15 hours each way for a weekend trip. NOPE. Airbnb is only allowing trips between March 14 - April 14 to get a full refund due to COVID-19. So I call hoping a representative can assist more than the app. After waiting over an hour on hold I am informed I cannot cancel the reservation because I am not the ‘trip owner’... EVEN THOUGH ITS MY CARD ON THE RESERVATION. Whatever, I’ll just add them to the call so they don’t have to wait an hour on hold. Nope. Won’t allow it for account safety concerns.... it’s my account, they’re my friend, I’m not concerned and we’re certainly not waiting another hour on hold just to be told they can’t give a full refund.
Problems taking photo on iPad Pro in landscape
by Robert Ryan on 2019/05/29 20:40
The app presents a little overlay where one can center the photo id capture, but running the app in landscape mode, the overlay was misaligned, with the overlay rectangle half off-screen. And when I disconnected it from the keyboard and rotated the device into portrait orientation, it put the overlay in the right place and everything looked rendered OK, but when I took the photo, it then grabbed the wrong portion of the photo. Bottom line, the photo capture got thoroughly confused with iPad in landscape orientation (which if you have a keyboard attached, is how we generally use these things). And when I first oriented the device into portrait, I happened to do upside-down portrait orientation (which iPads permit) and then the captured photo was upside down. Lol. But when I backed out, put my iPad in portrait orientation, and tried to capture the photo again, it worked fine. The problem seems to be limited to when you enter the photo capture while the iPad is in landscape orientation. This is all pretty minor stuff in an otherwise quite polished app, but I thought I’d bring this to your attention as this is apparently and use-case that slipped by anyone’s attention.
BEWARE! Should you want a refund from a MOLD infested shack
by Zero stars!!! on 2019/01/07 02:45
The worst experience EVER with their support team I have ever experienced. Recently rented a property in Puerto Rico of course you must pay in full, no problem excepting my money but when we arrived at the property it was nothing less than a dump not at all what the photos that were posted for the listing showed. Mold on the walls, floors, shower, smelly bedding, dirt dust missing floor tiles in the kitchen that expose the concrete below , a junkyard of a front yard, spiderwebs, clutter..... we could not even spend one night there. when I submitted the photos to THE AIR BNB they were passed on to three different individual case workers to who agreed that the place was disgusting and did not match the listing but she was not authorized so she transferred me to someone above her who never spoke to me once and ruled in favor of the host Who argued that this property was clean and nothing was wrong with it! which is completely inaccurate! In the end they are keeping our money and we did not spend one single night there this is for 14 days that they will gladly steel from their customers knowing that the place was A step above a rundown shack you may find crackheads squatting in. Airbnb might find them selves regretting to ignore the mold in the photos Porter Rico is part of America
Unreliable: this is not about technology only.
by Micleus52 on 2021/01/03 17:57
I wrote a review yesterday about a bad experience I had last week. When I say bad, I mean 3 big cockroaches inside the house, one of them under the sink. The place was so dirty I left one night before the rental ended. I wrote a review sharing my experience. A few hour later I received an email from AirbnB, stating that “They determined that my review for was in violation of their review policy – specifically the section on relevancy” and that “After examining my review for, they determined that its content didn’t contain enough relevant information about my host or experience to be informative to other community members. For this reason, they have removed the review”. They also informed that “This decision is in line with their review policy”. I read the policy and there is no way I infringed it. No second chance to write about a bad experience. Unilateral. I was curious and I spent a couple of hours checking several properties looking for bad reviews, Guess what? None. It is the AirBnB alternate reality, where everything is about them, their hosts and their stockholders. Customer satisfaction is manipulated. They do not care About their guests. Apps are not about technology only but about corporations behind it. This one is not reliable.
Terrible Customer Service/Assistance
by Alex102593 on 2020/09/21 20:26
I made a reservation for Airbnb, and was confident with my reservation based on the description and pictures. Once I arrived at my Airbnb, it was clear to me that the pictures and description or not an accurate representation of what I had paid for. The place was filthy, and falling apart. Covid was spiking, so I found it extremely uncomfortable to know how crammed the area was. The location of the house with an unsafe environment. All in all, it was safest and appropriate to leave. I believe the host was aware of the dishonesty, not allowing for refunds. The worst part about my Airbnb experience was the customer service. It took me hours to finally reach somebody, and when I did, I was transferred back-and-forth between employees until somebody said that they would be able to help me with a refund. This employee said I would have to wait for a call from the refund department. I waited a couple days before reaching out to the employee about not receiving a call. The employee said to be patient, and that it may take some time because of Covid. The chat was disconnected and I never received a call. I’m completely dissatisfied with the service I had with Airbnb. Unless something is resolved, I am confident to say that I will never recommend this service to anybody.
Good app except……
by Asufhes on 2018/08/13 17:10
I enjoy all the features of this app. In fact I like all of the app with one gigantic exception… The calendar inconsistently works. What I mean is when you open up your Airbnb app and you want to look at your calendar about 50% of the time it just hangs and will not open. All other features work but if you want to know who’s coming on what day your calendar won’t be helpful since half the time it doesn’t load. It doesn’t matter what phone you’re on it doesn’t matter if you’re on an iPad it doesn’t matter what computer… I’ve called over and over about this especially after seeing so many other people having the same issue. As a host it’s really inconvenient to not be able to see who is booking on what dates. Despite a history of this is a major issue for people, it’s still not fixed years later. So so annoying. PS… Only fix I’ve been able to find is you have to shut the device completely off and power back on. Sometimes that’ll bring your calendar back up otherwise Airbnb doesn’t seem to think this is a big deal that the calendar doesn’t show up for the host about half the time.
Don’t expect any help if anything goes wrong.
by User265337 on 2020/09/07 01:55
They do not care about hosts. I have been a host on Airbnb for about a year now and it’s been increasingly stressful by the day. Anytime anything happens on the customer side, no matter how small (like dust on top of the kitchen cabinets, I’ve literally had someone complain about that and get a refund) they penalize you $50 and cancel your payout. On the other hand I just had a guest completely lose his mind, threaten me, and try to leave with my appliances. I ended up having to call the cops and he was arrested (he actually had 3 WARRANTS and a heroin needle on him) when I called customer service to cancel his reservation the line recognized my number, saw I was a host, and hung up on me no matter what choice I made on the automated system. I still haven’t been able to talk to a live person and I’ve called all the numbers. Now I can’t give this psycho his refund and he’s been harassing over the app saying he’s going to leave a bad review sue me and complain to get a full refund, which he’ll probably get. I’m looking into other apps like Vrbo or hometogo but before I do I had to leave this review, I’ve never seen terrible service like this in my entire life, it’s literally non existent. The pay can be good but you’re on your own if anything happens.
Lack of support, steals your money
by mah3hh on 2020/12/09 04:36
After reading several reviews and comparing to my own experience I have found that Airbnb has no problem at all stealing people’s money. When you reach out for support they do not give it to you. They inform you about needing pictures only once it is past their 14 day policy. I have read many stories about Airbnb stealing customers money. But they also steal money from the host. I rent my Tiny Home through Airbnb and was having issues with the hot water heater. I offered my next guest a discount but they chose not to stay without hot water. So they canceled. Airbnb still charged me a fee even though the customer is who canceled. I waited forever for a supervisor to call me all the while only getting emails from her stating she was out of the office and would call me the next day. Never receiving a call she finally stated in email I could provide pictures proving the hot water heater was not working, but only if 14 days had not passed since the canceled reservation. Which after the repetitive emails stating she was out of the office and never contacting me, 14 days had already passed. I was charged and the case was closed after pleading with her to please not close the case. I would give zero stars if I could they do not even deserve one.
Customer Support
by Johnny Gale on 2020/09/01 15:16
Airbnb Customer service is terrible and they lack empathy for guests. There really needs to be another app just like this but better. I was banned from Airbnb after a host reported a lie. Mind you I reported him first! Because he stole money from me and was unprofessional. Airbnb took the hosts side and banned me forever. I can never create a new account which is a bit harsh. My account had all great reviews but because of this one host who lied on me my account is banned. I am banned from the Airbnb community. I tried to prove my innocence and explain the entire issue but Airbnb did nothing at all. I never even got a refund. How is that a guest reports a host first then the host gets upset because now he has a negative review and reports me back but says a bunch of lies to mess up my account is not cool. This is totally unacceptable and I should take Airbnb to court! I should not be banned I’m in the right the host is in the wrong. Not sure what’s wrong with Airbnb customer support team. They do not care at all. It’s very frustrating. I’ve tried several times sending multiple emails and calling multiple times and Airbnb has done nothing. They told me their decision is final. This is very unfair. I hope some day someone creates a new app that will compete with Airbnb.
Never using Airbnb or their services again
by Charlotte Dyess on 2020/04/19 20:28
With an understanding that COVID-19 has swept the nation, I understand Airbnb’s going through an influx of cancellations. That being said, the department of defense has issued a travel ban extending through June 30th. My fiancé and I had to cancel our wedding and flights to Florida and Hawaii due to this travel bad, as we are part of the military community. The venue and airlines, were understanding and provided us full compensation due to these troubling times. Airbnb on the other hand refuses to acknowledge the department of defense’s travel ban, and will not give us our money back. They do not have the decency to pick up a phone and talk, it is strictly through automated messages. If we are legally unable to travel outside of a 2-hour radius of our home...how do they expect us to fly cross country or across the Pacific Ocean? Let alone be charged upwards of $6,000 for a vacation we will not be attending? I am appalled and disheartened by the way Airbnb has chosen to navigate the COVID-19 pandemic. I will never use their services again, and I suggest you don’t either. The company is clearly unable to withstand a large scale disaster, and my money is more important to them than valuing customers on a basic human level. I am utterly disgusted.
Cherry’s place was amazing. Cozy house with beautiful touches.
by gatoloco* on 2019/08/02 01:56
Cherry’s place was amazing. Cozy house with beautiful touches. This host has definitely raised the bar on my expectations at my next Airbnb. She is super understanding and friendly. The bed was ah-mazingly soft!! The air conditioning was perfect. The bathrooms were sparkling clean. The house is located one minute away from Cincinnati. It’s extremely clean and very well appointed. The hostess takes great care in providing that immaculate home away from home comfort. Everything you need for a stay away. Kitchen well stocked with clean utensils, more than enough ample amenities all around. The interior renovation of this sweet little cottage is even better than it looks in the photos. So clean and a fresh feeling. Love the decor and back porch. Close to the highways, the neighborhood felt very safe, relatively quiet. I felt very secure there was also another female traveler, I had a wonderful time! Everything I needed was included in the house plus lots of extras. Thanks for hosting this space, I will definitely stay here again!
Horrible experience . They really have gone down hill
by Sagasorus on 2020/08/13 00:45
Have just had THE WORST experience. Have tried to book a mini trip in California . Firstly I just booked a place in Carmel, looking at the listing closely after booking I realized there were more photos of beds then were listed . I then called the number listed and some weird man answered, screamed at me that I have the wrong number and slammed down the phone. Upon further research it turns out the listing is actually a small Hotel. I called the Hotel and they were disgusted to hear someone is making an Airbnb under their name. I have confirmation from the actual owner of the REAL hotel and they have confirmed that the listing is NOT them . Air Bnb’s response ‘ we will look into it. ...... 6 hours later nothing . Then on another booking a lady claimed the house was animal free and then minutes after booking I was reading the reviews and saw that someone had complained about animal hair. The owner then admitted she sometimes has he let’s there. I’m allergic to dogs so asked to cancel within the hour of making the booking. Airbnb by then refused to refund me in full even though it says clearly in their site ‘cancel with in 24 hours for full refund’ :( so disappointed and will never book with them again
Bad Customer Service
by Bc2socal on 2017/10/31 00:21
Confusing app.. Great service until you run into the most minor issue. I tried to modify a reservation and it turned into a complete nightmare of phone call after phone call with Patricia where I had to explain, reexplain and then explain again a very simple issue. She claimed she needed to verify with the host and claimed she couldn’t reach him which was bizarre since the host said he never heard from her and was nothing but accommodating and responsive to me the entire trip. I would recommend going directly to your host with any modifications or extensions of your trip or you’ll find yourself on the phone with Airbnb your entire trip, completely frustrated. While she was nice she didn’t seem like she listened to a word I said. Now they continue to keep trying to take money for days I didn’t stay. She claims she can’t reach the host but he’s a well respected doctor and we have mutual friends who are his neighbors so I’m inclined to believe his side of the story. I would try home away vacation app instead (although I’ve never used, it but will be now). My family has properties listed on Airbnb and we will now be trying Home Away Vacation app instead as we don’t want or guests to have the same poor experience on their getaway.
Reimbursement- communication
by yellow tail 23 on 2018/08/05 21:39
There was a guest I was hosting, they extended there stay for a extra day after they checked in. I excepted the request and Airbnb gave the green light, I’m assuming to make sure the funds were available. That was on the Thursday they stay Friday which was the extra day and then checked out Saturday I got a email Friday morning at 1:30 in the morning saying the funds were not available. I then contacted Airbnb via email and the representative was saying if she could attempt to get the payment she tried she called then ask me if I would be willing to call the guest which I wasn’t at first then I decided that I could still reach out with a pleasant message long story short I got the payment through speaking with the guest. I asked to speak with the supervisor after messaging for four days waiting for the payment. The supervisor called me back after the fact after I’d already retrieve the money and I feel like Airbnb wasn’t going to reimbursed me. I repeatedly asked the representative to reimburse me and then go collect it from the guest instead of putting me in the middle and I got nowhere I had to do it myself.
Hard 2 c, find, use
by u may not like this but on 2018/02/22 03:34
EVERYTHING. With this app is non- intuitive. Have they forgotten that “ease of use” , making text easy to read and find, is what attracted people to the web in the first place? I drive LYFT/UBER too and I’ve taken Airbnb Programmers around S.f. Smug group generally. Proud that they can “ force” u into certain behaviors. #AssinineArrogantBehaviors. I’ve said it before: clear bright text. Clearly organized pages and structure, so we the users have an idea where ur going as well as the program. Super-host” is meaningless. I’ve stayed in several “ super host” homes now, and all they did was set the bar REAL low so it is easy to hit expectations. No difference between those folks and a hotel. Lastly , u can not search by a text string if I am searching for a specific place in a given city, should b able 2 put my string or any combo of usual string syntax ( a “NOT” operator would really set u all apart. ) and have places I know r there come up. Beginning and end date choice algorithm especially annoying, choosing dates from a pastel date screen and having constantly treat ur “end” dt as ur begin” dt , very frustrating and wasteful of my time.
Shady business practices
by Simkat92 on 2020/10/05 20:07
Had a terrible experience renting a condo in Galveston, TX. The property owners go by the name, “Beach Time Vacation Rentals BTR” and they falsely advertised their property. They claimed it was “beach and water front” and when we arrived we found it was neither of those things. There was a “beach view” but if you wanted to get near the actual beach you would have to cross a busy highway to get to it. Upon arriving we noticed this detail and called the property owners to cancel and get a refund. Leta, the supposed property owner became instantly hostile and aggressive over the phone, almost like she has dealt with this issue before and can’t even pretend to care. Airbnb was no better. They sided with the property owner and the $1,000 we spent on a 2-day rental was down the drain. We would have been more than happy to get the refund as a credit and spend it on another rental that wasn’t falsely advertised. But no such refund/credit was issued. Airbnb’s customer support is almost nonexistent so be super careful before booking that the rental is something you really want, because you won’t get in touch with another human for weeks after filing a complaint. We will NEVER use Airbnb again and we have told all our friends and family to stop using them as well.
Low Quality Long/Short Term
by Nicholas_456 on 2020/07/23 16:54
I’ve been renting with Airbnb for over 4 years, mainly for the convenience of short term stays for business travel specifically while living and working in Miami. Nevertheless, as I made more money and gained more vacation time I looked into long-term rentals for leisure. The pictures presented on the website weren’t consistent with the actual rentals upon arrival. In addition, to the last minute cancellations after the booking’ been confirmed. I will take responsibility for my actions when I say my spouse and I share an account sometimes to make things more, “user friendly” while we’re traveling and in different locations. For example: When I’m on business travel in a hotel and I need a last minute arrangement because of a delayed flight. Lastly, since the shake; downfall and switch of Airbnb’s upper-management. The quality of Billionaire revenues companies have yet to suffice the quality of there products. I am a Real Estate Listing Consultant in America and with that being said, we are held accountable for our actions accompanied by the products marketed and distributed. My advice to you, find another trustworthy short and, or long-term rental agency accompanying a plethora of qualities for your needs. With Warmest Regards, — Former AirBnb Renter
Horrible Customer Service
by alexgray4798 on 2020/08/03 18:01
I had my first and last stay with AirBnb almost two months ago. Customer service is horrible and I will not be using this service again. I decided to leave early from my stay, because the host had me under the impression the neighbors were calling her and telling her false information about me and the two others staying. So I left the stay early due to feeling uncomfortable with the neighbors. As soon as I get home, the owner decided to change her story and tell me that “friends” of mine were the people contacting her, not her neighbors. The host decided to put that in the review about the guest (me) along with multiple paragraphs of NOTHING BUT LIES. I contacted AirBnb about this, and after about a month and a half of waiting, they finally replied and said those paragraphs of lies and exaggerations “followed the guidelines”. Meanwhile I can pull up their “guidelines” and point out everything wrong with that review and how it doesn’t follow them. For example: “Content that refers to circumstances entirely out of another’s control”, “...assumptions about a persons character or personality”. The review broke both of those EASILY, yet AirBnb finds it completely okay for a host to write nothing but lies about a guest and ruin their reputation.
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App name
Airbnb
Description
Every day, millions of Airbnb Hosts connect curious people to an endlessly interesting world. Guests can discover the perfect place to stay for every getaway and explore new experiences while traveling, or online. Hosts can list their extra space, receive hosting tips and support, and earn money while creating memorable moments for guests. FIND THE PERFECT PLACE TO STAY Choose from millions of unique, one of a kind places to stay —near or far—in many countries around the world. Find everything from a lakeside cabin to a secluded beach house or an apartment in the heart of a city. Browse through listings of places you’d love to live, work, or just relax, and book your stay directly in the app or save it to your wishlist for future travel. DISCOVER THINGS TO DO WHEREVER YOU ARE Find unique Airbnb Experiences to do on your travels -- or even right in your hometown -- led by local Hosts across the globe. From exciting and educational guided tours to delicious cooking and dining experiences, local Hosts are eager to open their world to you. Browse and book Airbnb Experiences based on your destination, or save your favorites to your wishlist and share them with the people you’re traveling with. EXPERIENCE SOMETHING NEW—WITHOUT LEAVING YOUR HOME Online Experiences let you explore the world through activities led by one-of-a-kind Hosts from the comfort of your own home. Learn something new just for yourself, book a private group to bring your loved ones together even when you can’t be together, or tour the world and meet new people right from home. Find things to do online for any age or interest, book, save, or share your favorite ones—all with the airbnb app. CONNECT WITH LOCAL HOSTS Feel at home, no matter where you are. The airbnb app allows guests and Hosts to stay in touch, receive up-to-the-minute information about their bookings, and make the most of their trip by getting the best info on everything local that only expert Hosts would know. SHARE YOUR WORLD AS A HOST Join the millions who host every day to connect with people and share your world. Earn extra income for life’s extras by opening your world through hosting. List your space directly from the airbnb app, then receive personalized tips and insights from the Airbnb team to continuously improve your listing. MOMENTS THAT MATTER, MADE POSSIBLE BY HOSTS Escape the hustle of everyday life with the people you love. Learn something new about a culture that’s interested you for years. Spend time with old friends—or make new ones—over a shared interest. The airbnb app opens up a world of magical moments, made possible by Hosts. Guests can use the airbnb app to: • Book vacation rentals and experiences made possible by hosts for your next solo journey, family vacation, or business trip • Search for last minute stays or longer host-managed rentals • Save your favorite homes, things to do, and places—and add invited friends or family to planned vacations • Add experiences and events to your itinerary • Message your host for directions, assistance, and helpful tips Hosts can take advantage of the airbnb app to: • Share your extra home space through the vacation rental platform or lead experiences that showcase what makes your city great • Update your listing and calendar availability • Share what’s special about your neighborhood with a host guidebook • Message guests and manage their reservations
POOR CUSTOMER SERVICE
by Dwqhy on 2021/07/28 09:00
I stayed with one of your host, asked him to extended my trip for a extra day. He did that around 8am, around 11am the property not the host told me I had to leave due to not paying. After the host already received my money and confirmed the extension. The host did not come to fix the problem. He went on my review for the property and left a response. Nothing in his response was accurate or true. He got offended because I left a 1 star review. Airbnb does not want to take it down. They said the “response” is within the policy’s of Airbnb (a host can lie on anyone)
Don’t use this app
by prince nasher on 2021/07/28 01:52
I basically reserved a house on Airbnb and my host canceled it for some reason and kept my full deposit and when I emailed and contacted Airbnb they said they can do nothing about it so where is the justice in that and what kind of app is this!
Fees
by Atallgirl4you on 2021/07/27 21:35
Air B and B is totally ok with double charging their service fees. You can’t speak to a manager, you get incompetent people who tell you the wrong information and you are stuck paying double fees.
Family trip denied for party risk?
by Donnaking on 2021/07/27 21:07
I was just denied our stay in a townhome for my parents and younger sister based on a factor algorithm that blocks potential risks. Having never had an issue with any of my previous stays, this is a huge inconvenience. Especially after the time it took to choose a rental. I’m grossly let down. The denial screen doesn’t even have a number to call and to clear up the issue.
Ghosted by Air BnB
by klabobidy@work on 2021/07/27 17:06
Used the service for ~6 months for work travel. Now my account has been locked for security reasons and Air BnB refuses to help. “ Thanks for reaching out. We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision will affect any duplicated or future accounts. Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and we will maintain this decision at this time.”
Mom
by sis of 4 on 2021/07/27 12:37
So far it has been easy. This isn’t easy for me. So thank you.
search area does not work
by schr3515 on 2021/07/27 08:11
why even pretend you can “search this area” when it doesn’t even work? just let me search an area on the map without entering a city. keep it simple!!!
No customer support
by Miiik Bram on 2021/07/27 02:39
All good until something goes wrong. It takes months for useless automated messages. They also do not provide a refund if a customer has COVID. So customers will lie and check in sick because they don’t want to lose money. This is a horrible and dangerous way to save a very small amount of money. A once great company turning into a dump.
Fix search area button
by ldylcfr on 2021/07/27 02:27
“Search this area” button doesn’t work anymore. Please fix so rating can be updated to 5 stars
TERRIBLE experience, customer service won’t respond
by Bee23232323 on 2021/07/27 00:28
We stayed in Joshua Tree with over 110 degree temps and our host did not inform us that the air conditioning was broken until 2 hours before check in (5 hours into our road trip). It’s clearly written on Airbnb’s website that refunds will be made in such instances, however, it’s been IMPOSSIBLE getting in touch with anyone. My emails and chats go unresponded. There’s a complete lack of care from the team. It’s clear that customer service is not valued by this company. I’ll never book with Airbnb again after this experience.
Great app
by El 3 Letras on 2021/07/26 20:45
Amazing
Bummed
by airbnbxisxwhack on 2021/07/26 19:15
Upset as I’m a younger teen and currently can’t book any good Airbnb’s because of their algorithm that prevents younger users such as myself from renting out Airbnb’s due to the fear of “partying”. Just trying to have a vacation away from home, mad lame
Bad update, won’t work on my iPhone 7
by Ava Victoria on 2021/07/25 02:10
Bad update, won’t work on my iPhone 7
Outdoor space filter??
by flimflamgimmetyjam on 2021/07/24 22:30
I love Airbnb, but so frustrating that there isn’t a backyard/garden/outdoor space filter? This seems like something basic to add that many competitors already have… and would greatly help those of us who travel with pets!
Just do a hotel
by Geenabaybee on 2021/07/24 20:24
There were two times now that I got an air bnb that was not as expected and had to get a hotel last minute. For the second, it was adjacent to a homeless encampment but did not have covered parking or gated entry but the description lied to make it look very safe and it looked nothing like the pictures. They would not give me my money back so I paid $600 for a place I never stayed at.
Awful service, use vrbo or booking instead.
by Palmer640 on 2021/07/24 18:00
My account was closed because I have a non-violent criminal record from 7 years ago. I travel for work and this is the only app where anyone decides it’s their job to carry out my punishment, despite my charge being so many years ago and having finished my sentence a long time ago. Instead I use Vrbo or booking when I’m traveling for work now. Much better, honestly. Dealing with Airbnb customer service is the worst. They just send a passive aggressive email out refusing to explain anything and there’s no way to talk to anyone at all. Not worth all the problems just to rent a room where I’ll be working.
Pricing
by OpattyrickO on 2021/07/24 14:37
Airbnb was created as an alternative to expensive hotels and yet more than half the time I’m finding hotels that are cheaper than these Airbnb’s. Also the amount that you’re paying in fees can be as much as the room itself. $150 for a cleaning fee before we’ve even arrived is ridiculous you’re just encouraging people to trash your place by charging a fee before hand that you can’t even get back. This app is trash just find a cheap hotel.
Won’t be using ever again
by JamiePil on 2021/07/24 02:38
The customer service is truly awful, I’m out over $500 for a place I can’t stay at and I’ve been trying for the past week to get this resolved and haven’t gotten anywhere. They’re ignoring me now and I truly am baffled how terrible this experience is. I’m traveling full-time indefinitely and am just going to use Priceline and hotels from now on, at least I can get real help if issues ever arise.
Good except when it is bad
by BretDR on 2021/07/24 00:23
Watch out for misleading descriptions. It is nice to know if the place is next to a needle exchange with junkies who know the key code. Support is terrible from Airbnb
Customer Service Made me Happy…
by BugMeSteph on 2021/07/23 21:06
This is my first time using Airbnb. I’m between homes. My first reservation was a disaster. I must say that I was disappointed with the customer service…. It was a tricky tack debacle of emails/he said/she said nonsense. It wasn’t worth all the negativity. My next stop was an apartment over a garage. A six week stay. I checked in on July 16, checked out July 17th. It was agreed that this was of no fault of my own and now I was in a motel with my belongings in my car. This is where Airbnb stepped into action… Airbnb was empathetic, worked HARD to find me accommodations equal to my reservation. Customer service was polite, professional yet personable. Simply put, People speaking to people without using “policies” words etc. It was a collaboration of me and them working together with different departments to make things right. Happily I’ve the entire month of August booked! Many Thanks … Bree, Renee and everyone who helped till I get to September 1
Great App but one major feature miss
by Crazy Shree :) on 2021/07/23 13:28
Airbnb should consider letting the guests (organizer) to invite other people in the party as co guests in the Airbnb booking for various logistical reasons.
[iOS] Unable to update a content in the work field
by farruh25 on 2021/07/23 04:53
Steps to repro: 1. Go to Profile and tap Edit button. 2. In the work field type “Facebook” 3. Hit save button. Actual result: Unable to save a work place, it errors out with “the content of the work field are disallowed.” Expected result: Facebook employees should be able to type a “Facebook” in the work field.
Notifications don't work
by Nepping on 2021/07/23 03:17
Please fix notifications. They don't work so people are missing important messages
WORST CUSTOMER SERVICE
by PrincessZee786 on 2021/07/22 23:57
Terrible customer service with no resolutions and the rep Kevin W saying “okay” “okay what ? Do you have a resolution?” “Well no” like I have never dealt with such stupidity in my life.
If something goes wrong, good luck getting help
by Lindsayyel on 2021/07/22 23:15
I’ve used Airbnb with no problems for a few years now, but I’m leaving this review solely due to their support services when something goes wrong. In my case, there were rotting animals under the unit that causes an awful smell in the peak of summer heat. We had to leave after one night. I was able to work things out as much as I could with the Host, but inky got less than half of my money back. The rest was Airbnb fees and taxes. When I tried to get a complete refund, I was taken in circles through the support process — speaking to 4 different people for over a week without any progress on my request. They seemed to keep turning my case over to someone new and starting over again. I used to work in tech support so I understand how these workflows can be, but it really seems to me like incompetence. I finally decided to escalate and asked to speak to a supervisor over the phone, but was told that they will only email me. I haven’t heard anything. I think I will just have to give up and use other vacation rental sites like Vrbo. This really ruined my vacation and the weeks following! A company is really only as good as their customer service, and sadly Airbnb is severely lacking.
Cancelling nightmare
by Joschez on 2021/07/22 19:53
I had an emergency cancellation due to my dad being diagnosed with cancer. The host never got back to me after requesting a refund and I contacted customer service and they refused to give me any of my money back. Be aware, customer service is in Vietnam and the Philippines, they could careless what the situation is that you are having and screw your if you have to cancel for any reason. As a stock holder, I am selling my stock and never using these worthless services again.
1st time user
by allgoodgranolabars on 2021/07/22 19:51
Great user experience
Poor Refund Resolution
by SammyJank on 2021/07/22 19:35
Had a very poor experience with a property with a pest problem that wasn’t disclosed. Ended up leaving early and asked for a refund. After contacting AirBnB support multiple times they decided that I wasn’t within my rights to receive a refund even though their policy explicitly covers this situation: (c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in Airbnb’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing. I have been using AirBnb for years and am extremely disappointed in their support. Clearly when things actually go wrong they are unable to support their customers.
Latest update - does not work
by Calssjj on 2021/07/22 16:40
I just updated to iOS 14.7 and updated my Airbnb app. Now it doesn’t work at all. It keeps saying I’m not connected to the internet. I am connected and everything else works on my phone. I have a trip coming up and this is frustrating. Please fix!
Update does NOT work
by digitalgraces on 2021/07/22 16:08
Made the mistake of downloading the update while traveling. Now NOTHING works. I tried to change settings of location services and it won’t change from Ask Next Time to any other option and that is in the app settings. The app name doesn’t even show up under privacy - locations services in settings so I can’t turn it on there either. I’m connected to the network both cellular and wi-fi and the app says not connected to network. Retry. Running this on iPhone with TMobile service which just took over our Sprint lines.
App is good customer service is outsourced and terrible
by TheBestCourtney on 2021/07/22 14:06
When needing help switching places the customer service team is non existent. We rented a place, the listing was misleading, we are still waiting for help getting a new place. That was almost a month ago. They ll give you international phone number for customer service and you ll get a nice inflated phone bill as well.
Terrible customer service
by JohnnyYesPapa on 2021/07/22 04:32
We spent thousands of dollars on a place where the listing made false claims of number of bedrooms and the place was not cleaned at all, Airbnb Support did not help us and did not shield us from the host’s rude behavior.
Worst customer service ever
by K2882 on 2021/07/21 20:41
Never expected such a pathetic customer service from an unicorn ! No one responds even after 3 weeks , no SLA , no escalation matrix , no accountability! And all this for charging hefty service fees … it’s no longer a preferred option to travel !
Poor customer support
by s.mason88 on 2021/07/21 19:37
The app is easy to use. I am getting consistent bookings. Oh I'm giving it one star based entirely on their customer support, or lack there of. I've had multiple issues that should be minor and easy to remedy, but it seems impossible to reach anyone who knows what they're doing. I am actively looking for an alternative program because of the frustration with their support service.
Computer
by RNmaris on 2021/07/21 17:19
Had a lot of trouble with Airbnb website. Eventually got through.
Unprofessional staff, bad service
by (:::::-:::::) on 2021/07/21 15:48
I requested a refund for a recent stay due to it being dirty and unlike the advertised pictures. It’s been escalated to the “supervisors” within costumer service for 5 days now with no response.
They cancelled my booking
by Billy Bob Jones the 5th on 2021/07/21 13:50
Airbnb cancelled my booking a week before our trip. Said this is something they have never seen happened and never called to inform me of it. All I had gotten was an email in my spam folder I saw two days after that had sent it. I called to try and rebook it but they said someone had already booked it and there was nothing they could do. I tried to get them to transfer our reservation payment some where else and we could pay the difference of price and they said they couldn’t. All they could do was send me a refund that will take a week to be back into my account. Whole weekend ruined thanks to them.
Worst customer service and a lot of app bugs
by Ancient architect on 2021/07/21 00:34
Been on hold for hours with customer service and the app keeps duplicating listings giving us trouble.
Please for the love of god quit sending me so many reminders!
by eeoodi on 2021/07/20 15:05
I am a host of one property and know when I have guest arriving. I don’t need 2 or three reminders text and alert sent to me usually between the hours of 6am and 7am (I am not a morning person). I have tried to set my notifications to just email if you feel the need to send me that many but then you stopped sending me notifications of bookings, you know the info I really need. Other than that it’s a good app.
Garbage- DO NOT USE AirBNB
by Krash8 on 2021/07/20 00:55
I have used it twice. Both times the host cancelled on me and tied up my deposit refund for weeks. The first time I booked, the host freaked out on me stating the listing wasn’t active. They asked me how I was able to book. How? BECAUSE THE LISTING SHOWED ACTIVE!!! The second time I got cancelled on because my profile had no reviews. The host stated it was their policy but no where on their rules or policy did it state this. Two of the members in our party had Hispanic names so it’s kind of funny how suddenly a place with no reviews cancels because of a policy they don’t have posted. AirBnB is garbage. Steer away!!
Another “Too Big to Fail” Company
by sriusly on 2021/07/19 22:32
So many issues with this service. From their “smart prices” (smart for them), to their review system. Do not recommend. 499K ratings can’t be wrong, though. 🤷🏼‍♂️ Hosts beware.
UNSAFE
by Kaylaserrato on 2021/07/19 21:43
My husband woke up at gun point with his last stay. I’ve been trying to talk to someone and have now spent over 7 hours on hold.
Host cancels 4 days before trip
by Ghostelum on 2021/07/19 20:49
I have a trip in 4 days and the host asked me to cancel today. But I contacted Airbnb And they had him cancel. Everything is 3x the price now and all they would offer is a $40 coupon on my next booking. Also the person helping me kept sending listings that were studios when I clearly said I needed a 2 bedroom, I really feel like he couldn’t really speak English well either…Thanks so much, never using Airbnb again and I don’t recommend anyone does. My refund won’t come through for 5-10 days so now I’m scrambling because the trip is in 4 days…
Not good customer service
by darshan rawal on 2021/07/19 18:42
Not impressed with the customer service. Didn’t give me full refund when i deserved to get full back. Misleading cancellation policies. Hidden details that you will never read. Beware of this app. Planning to file law suit against this app.
Airbnb leaves people stranded
by Gatorsdogs on 2021/07/19 17:51
Essentially Airbnb leaves people stranded with no where to go even if it’s not there fault - I recently booked an Airbnb to stay for a week and I was charged for that entire week but turns out I was unable to actually stay there for the night I had booked for because my host forgot to let Airbnb know that they extended the stay with their previous guests - and I would now be stranded with my daughter and dog with nowhere to go because their refund process takes 10-15 days to process - this is extremely dangerous for your customers and I can’t believe a company this big doesn’t have a proper solution for this.
Great place to camp!
by TgB77777777 on 2021/07/19 17:31
This is camping at its finest!
Terrible Service
by InJesusName-Pray on 2021/07/19 17:00
Had a credit on my account that expires end of this year. When I booked my next stay, credit did not display and was not applied when I submitted. Even had a screen shot proving that credit not showing. Opened up a support ticket. After a few days, ticket was closed without resolving. Opened a second ticket, but they closed it referencing the first ticket. Called AirBNB and they told me that it was still open and being actively worked. If I wanted to get updates, I could just post to the closed ticket. Since ticket closed, cannot make an update. Opened another ticket after a couple weeks since have not heard from them. This time the support person said they could not apply it existing reservation and did not find where it was being worked. Only way that I could prevent from losing credit was to book another reservation by end of year which I do not have problem. I told him that it was AirBNB app problem since the app did not apply credit and I wanted it extended to 2022. He escalated to support. Been two weeks and no reply even after asking for updates…
Was canceled on hours after arrival
by OffensiveNickname on 2021/07/19 12:24
I booked a room for 3 weeks. When I arrived no one was at the location, nor did the host return my calls or messages. I waited a few hours then contacted Airbnb about the issue. They said to wait for one hour. Within that addition hour wait the host’s husband showed up. He called the host, who now had a working a phone. I was then informed they had no idea about my reservation or who I was. I told Airbnb, and now have no place to stay. The only Airbnb places still available are double the cost than the ones when I originally scheduled my room.
Something went wrong please try again later
by Creeperhugger3028482 on 2021/07/18 20:49
Been getting this error for 2 days and cannot book or reserve anything and there’s no way to help I guess according to their customer service
Hosts Beware!
by Sailor82 on 2021/07/18 20:22
While the app might be pretty and functional, this company is awful. You will spend hours on golf listening to the same obnoxious song only to be greeted by someone who will not be able to assist you in any manner other than to “escalate this to another department”. Then you will never hear from them again. They do not enforce their own rules/policies. They may have name power but they will not help you as a host. They bend over backwards for Guests (often at the Host’a expense) and leave hosts high and dry.
It's good app
by Ms.Newman on 2021/07/18 15:05
I like this app because I always get what I'm looking for
Too much fraud Airbnb could easily avoid - stick with VRBO
by kylerollins on 2021/07/18 12:05
We booked a house in a county that doesn’t allow short term rentals. We only found out minutes after checkin, so we left and are now fighting for money back and are taking the owners to small claims court. Waste of our time, we did nothing wrong and Airbnb are taking the wrong side of this as the listing was illegal. Airbnb makes no checks with local laws to see if they are allowed. This happened before when we booked and a hosts HOA told her she couldn’t boom AFTER we booked, but she warned us and gave us a full refund. We still never found a place to stay and we blame Airbnb for that too, but tried to give them another chance, but they clearly have no morals so it’s only a matter of time before you get burned. We stick with VRBO.
They never post my reviews
by Cyrus_Qew on 2021/07/18 12:03
I have written several critical reviews of this airbnb app, none have been posted. They didn’t even count my one star since the review counts don’t go up.
Crash after crash.. unacceptable
by hyahor on 2021/07/18 06:53
And they've just IPO'd. Unbelievable. Just try to use you app browsing through listings for about an hour without a crash - I guarantee you won't be able to.
STOP - Don’t Use!
by PRNFL on 2021/07/18 00:41
I used AIRBNB multiple times before then all of a sudden i am getting all kinds of error messages. I tried to go through the help feature but clearly it was no help at all. I was stranded and couldn’t get a hotel because they were all full. AirBNB had many options but I couldn’t book because of the error messages. Thanks AirBNB for letting me sleep in the car.
Unreliable
by Big_dick_face on 2021/07/18 00:31
I’ve tried to book three times for three different locations and they’ve all been denied because they’re already booked but still say available on the app. My account has been locked out and we were not able to go on a trip because the refund always take a week to go through.
Awful company
by majestyjanelle on 2021/07/18 00:01
Reported neighbors to Airbnb for breaking hoa rules for renting less than 30 days with Airbnb. They won’t cancel any current reservations. Won’t be using this company ever again!
App has constant error message
by Ll4437 on 2021/07/17 14:52
In the middle of making a reservation and suddenly app crashes and now just shows error messages. Frustrating.
Awful experience - watch out
by Mayman on 2021/07/17 01:30
I booked a stay that said pets were allowed. Upon booking this non-refundable stay, I was sent a contract by the host stating that pets were not allowed. I tried to contact customer support at Airbnb, but wasn’t able to get in contact with a human in 48+ hours. (As a side note, why is it that when I have a concern about the $10 hamburger I got delivered, I can get in touch with customer support in 2 minutes, but if I spend $1000+ on a hotel stay it takes 48 hours?) Horrible customer service. I’d recommend VRBO.
The update had croaked my AirBnB app.
by ChristyAnneGeorge on 2021/07/16 09:44
I’ve used AirBnB many times and when I began searching on my iPhone for a place to stay today, it told me to update. I did, and began getting “Oops - unknown error - retry” messages. I tried my iPads AirBnB app and it was already giving me the same error message. I tried deleting the app and restoring it - same problem.. Tried on Safari, same. Please fix. You’re losing money.
Great Location
by Guest715 on 2021/07/16 05:04
Hospitality was beyond five stars the host of our condo was kind and helpful immediately. Would recommend the host in condo 2024 anytime time of the year. If we could give 10 stars we would!!
Scammers paradise
by schedulesepush on 2021/07/16 04:57
Rather use local estate agents or community services, Airbnb is a con.
Disgusted
by Airbnb Discriminates on 2021/07/16 02:32
Airbnb discriminates beyond belief. Just because I have stayed with someone who had a criminal background (just a misdemeanor nothing to do with hurting anyone or even stealing) and I was kicked off. I literally have no criminal background, I am a HARDCORE rule follower and always leave the homes better than when I get there. I always had positive reviews and stayed with more people other than the one person. I’m actually so disgusted writing this because I loved Airbnb and I was a firm believer in the uniqueness and happiness it brought everywhere. Now I am in such shock and disgust.
Love it as a host
by Bkosstype on 2021/07/15 22:42
As a host I personally love the app. It is very helpful but there are a few things that need to be changed, just for our sanity! For example, being able to check guests OUT. Most times they leave early and leaving review right when they are checked out would work better than having to wait a few hours after checkout. Sometimes I forget and its a hassle.
This is a review of the company, not the app
by DoubleRainbow6914 on 2021/07/15 22:16
They inexplicably disabled my acct after providing no reason. Several phone calls and emails haven't helped. They now have my credit card information stored on the server and send me emails in Japanese language. So it's no big problem, right. But imagine if I rented a property and had a REAL issue. WATCH OUT!!!
Worst customer service
by Red deers on 2021/07/15 19:15
All customer service employees lives in the India , no body in the USA , and u gotta wait at least 20 min for the answer even if it’s emergency situation, So vrbo much better than this unprofessional company
Seamless…unless there’s a cancellation
by jake123454311 on 2021/07/15 17:57
App is fine. Places to stay are fine. The company policy on cancellations is highly inflexible and often results in having to book a much more expensive stay last minute. Airbnb will only comp you a fraction of your increased cost and only if you follow their steps exactly. Customer service will not do any more for you even if you try.
Completely Unhelpful Customer Service
by Pton 08 on 2021/07/15 16:59
We were scammed by a host who provided entirely different accommodations than those listed. AirBnB refused to do anything, or even to provide an explanation. It was not clear whether there was even a person responding to my emails (they would not speak by phone) or just a bot. Useless.
Failed Me
by hdstfghvkoogdsaaGgcgvj on 2021/07/15 02:30
It was all good using AirBnb until the most recent time I traveled , where I was surprised to find out I can’t book anymore since I’m under 25 according to the app (unless it’s a private room or hotel room). Some people don’t want to share a space and it makes the app completely useless as I can already book my own hotels. Don’t know why you guys did that.. but it’s all good.
Terrible customer service
by Bea_Bea on 2021/07/15 02:02
I called about a dispute I had with a refund of a listing and everyone was no help.
Worst policies I’ve heard of
by coupkn on 2021/07/14 21:47
I tried to book a month in advance but since I didn’t take enough vacations for their standards I can’t book another Airbnb. I contacted the host who was nice and pre approved me, and even sent an invitation to book. The app refused to let me book because it was “too last minute and I don’t have enough reviews from hosts”.
Hotels should make a comeback
by Jstew96 on 2021/07/14 20:39
After staying at plenty of Airbnb's my wife and I decided to go back to staying in hotels. The idea of Airbnb is great, but at this point with all the hidden fees on top of already sometimes outrageous prices set by hosts we don't love Airbnb anymore. We came out saving money at a hotel recently and we loved it. More amenities for less money in a better location. It's time to rethink where you stay because Airbnb has become what they set out to not be.
This app is trash
by Joeal86 on 2021/07/14 19:17
Be sure to read the fine print! Making changes to reservations is nearly impossible! Airbnb does not care for the consumer only the host. I wouldn’t use this app ever again. Hotels and others apps for booking stays are way better then this trash app. Don’t use it!
Horrible
by JAndersonIV on 2021/07/14 18:01
Endless circle of asking me to finish signing in trying to get my email, Facebook, google, and anything else they can squeeze by pretending I didn’t just sign up already. F
Problem with a booking
by Alwebs on 2021/07/14 16:10
A place I booked came up In the wrong location/state. They didn’t refund the money. I will never use them again.
Horrible experiences
by Lhakpa Yangjee Sherpa on 2021/07/14 01:51
Hi everyone ! We had booked one house ( 217 President Coolidge Place, Henryville, PA 18332, United States ) on 02/24/2020 for 2 nights . It’s been 2 months and 24 days today We got emailed from Air bnb saying that they gonna remove our reviews because the house owner had complained that We had messaged him asking for a refund of $200,(why would We ask for a refund since we stayed there? ) once We did message on 02/24/2020 asking if we could check in little early to the house owner but he replied us from the Air bnb app.after that We never sent him any messages from our private number ..We didn’t send him those messages,someone hyaked our private number and send those messages to the house owner. We guess the house owner didn’t like our reviews Because our reviews were like there were no enough toilet papers and gas cylinder etc. Because of this issue the Air bnb removed our reviews. ( why do you ask for reviews if you remove after few days ? Those were our opinions so that other customers don’t suffer like us that’s why we reviewed but Air bnb removed.. Its true that there were no enough toilet papers and gas cylinders Because of that we had to clean our .. with the water and we had to threw half of our BBQ meats But being a Buddhist we never ask for a refund. We never lie. Whoever is using Airbnb please be careful they may leak your personal information like mine. We are ready to take any kind of legal action regarding this matter because we never messaged him asking for a refund. Please do not remove our reviews from here too This is our safety . Thank you !
They don’t care about costumers
by cofini-rapidini on 2021/07/13 23:30
If you are hoping Airbnb to solve your problems during a stay, you are completely wrong. Airbnb doesn’t care about the costumers services, they are completely sided whit the hostess. We went to Valladolid, Yucatán for the summer and the place that we rent for one week did not matched the description, so we ended up leaving the place and asking for a partial refund that we never got because Airbnb prefers to be sided whit the hostess rather than the real costumers that are making this business possible. I won’t use this service again. I prefer to book an hotel because I know that if I have a problem the hotel manager will quickly solve it.
Want to stop the housing crisis? Don’t use this app.
by Mal.12 on 2021/07/13 21:10
Short term renters are destroying the housing market and make it impossible for the workforce to buy homes. If you don’t want to be a late capitalist hobgoblin- quit using the app.
They do not care about their guests!
by miamiyoooo on 2021/07/13 20:02
If you want to be discriminated against then this is the perfect app!!
Phenomenal place
by ElisJ9 on 2021/07/13 17:18
So glad I decided to book this place. The hosts are really genuine & kind. The place is incredible & extremely clean. Would recommend anyone that’s looking for a nice, cozy place to stay. Will definitely look forward book again when back.
App is great but….
by FameCaptain on 2021/07/13 15:50
The app itself works great however be mindful of all the extra fees and taxes piled onto the displayed price. Often times it’s more than double the cost. Other than that things are great use Airbnb often
Good app but disappointed
by Miaisg123 on 2021/07/13 12:04
Don’t get me wrong Airbnb is an awesome app to use for travel but when I made made my account it asked to join the community and then I pressed dismissed login and I was logged out.The bad thing is I could not log in because it told me i had made to many accounts at a time but when I tried to make a new one it told the same thing.
Great app
by Malaicore82 on 2021/07/13 01:50
Love every Airbnb rental so far.
Horrible company
by vdfhfsbjdshhdc on 2021/07/13 00:18
We had the worst experience.We booked a place in Philadelphia we drove from Boston with our five year old daughter. When we got to the apartment it looked like a crack house and had urine stains and trash in the hallways we where supposed to stay for 2 days we stayed for 11 hours and drove the whole way back to Boston because the apartment was so badly rundown and unsafe. We contacted the host no help and then Airbnb and we didn’t get a refund we lost 535$ for an 11 hour trip in a rundown rusted molded place. The hosts pictures where obviously misleading and staged and we had video and photos proof of how bad the place was and still no refund. They don’t care they let scammers use their platform just to make money it’s a disgrace
Best experience!
by FlyingSaucerWriter on 2021/07/12 22:33
I have used Airbnb several times and have always been blown away by the quality, comfort and easy communication with the owner. We go on large adult family trips. It’s so nice to feel at home away from home. I highly recommend!!
Bad
by idc12!! on 2021/07/12 21:13
This was my first time using Airbnb and everything was okay until I left. Before leaving I made sure to clean everything. Did laundry cleaned the bathroom with bleach I even swept. We tipped the doorman and the girls who did laundry. Made sure everything was spotless. And our “Super host” sent us message saying we left the room a complete mess and that we had to pay $50. and sent a picture of a receipt and threatened us with a bad review. Mind you the Airbnb was in Colombia and the receipt was for like 10 thousand COP which is $4 in USD and she had the audacity to charge us $50. And when I called Airbnb support line to tell them this. They said we can’t do anything until she post a bad review. Cause In the policy Airbnb says that they don’t tolerate threats like that and when I asked about the policy they said “oh we have a lot of policy” all in all it was good until they got greedy and Airbnb letting this host probably get away this who knows how many times.
This company condones extortion.
by Baylor98 on 2021/07/12 21:10
Recently stayed in an Airbnb for the first time when we traveled outside the country. We had a great stay until we checked out and made our way to the airport for our return. We received a message from our host stating that there was additional cleaning needed and that there was damage to the apartment. They requested $50usd in return they said they wouldn’t leave a bad review. I denied their request on the grounds that there was no damage when we left and that they didn’t send any physical evidence for such other than a receipt for 12,000cop which is about 3-4usd. The receipt had nothing on it that showed the cost of cleaning let alone 50usd worth. When I contacted support they informed me that until they write a review that there’s nothing they can do. It’s ridiculous that while the company has a written policy against this type of extortion it seems that it isn’t enforced and seems it isn’t taken seriously. I definitely would not recommend using them you’d be better off staying in a hotel. Definitely not a good first impression.
Cancellations
by DrewLife365 on 2021/07/12 20:17
Airbnb allows hosts to cancel right before a week before trips it was a huge bummer to have our trip cancelled last second. Going to look for other options. No longer using Airbnb for that reason.
SAVE!!!
by carmencita120 on 2021/07/12 17:49
WHY can’t you save a search!!! Sooooo annoying
Unable to search flexible dates
by what does work? on 2021/07/12 12:25
I have tried several times to search using flexible dates however the app won’t move past the calendar after choosing the months of travel. Clicking next only pulls up a larger “next” on the screen and doesn’t allow me to skip or move past that.
Why I’m Switching to VRBO
by evanseesred on 2021/07/12 01:32
I’ve been an Airbnb user since 2013. I’ve been an evangelist for the service and even a host for a period of time. I love the concept and have never had any issues. I’d heard the customer support was abysmal but I didn’t realize how bad it was until I finally needed it. Recently, I booked an Airbnb for family visiting my sick mother. Sadly, my mom did not get better and she was hospitalized, so we no longer needed the Airbnb. The hosts were so wonderful and offered to give us a full refund. Airbnb does not make this process easy for anyone, however. So I reached out. For the first time. And likely my last. Let me be clear: we were not asking Airbnb to refund their service fee. We wouldn’t imagine they’d be as generous as our hosts. We were simply asking for them to help facilitate a transaction both parties were agreeing to. But getting a hold of a human proved next to impossible. I waited hours in a chat for someone to come. They never did. I messaged. No reply. Again, I want to emphasize: we were not looking for a refund of their service fee. (Even though I’m not sure what “service” they performed that should be compensated, here.) We were simply looking for a little help in completing a refund that both parties had agreed to that is not at all clear in their app. Dozen and dozen of stays. You think I would’ve earned enough respect from this company to have them help with this smallest of tasks. I was wrong. (Oh! BTW - VRBO has been amazing and even offered to give us a credit in the amount that Airbnb took from this transaction. I wish they had more listings, but if more and more of us support a company that treats their people better, maybe we can help it grow!)
airbnb
by ghjkbcxd on 2021/07/12 00:54
the app is terrible sometime i will be writing a massage and it will close the app, on the computer the app is completely different than it on the phone or ipad , adding county taxes still impossible even on my other account i did it easy , text from airbnb support on the app is terrible they text at 3am and i cant make the app silent maybe guest need something . when airbnb support text me do u need anything before i answer they close the chat i cant text them again .
Do not use
by Guerraface on 2021/07/11 17:47
Horrible support from the staff and when issues happens with charges they do not refund their service fees. You are better off with another service
Poor app and web design
by YQstudio on 2021/07/11 17:31
It’s quite pathetic- waste of my time. Airbnb can’t even allow me to use a new credit card for an extension of the stay.
Poor web page design brings a lot of inconvenience
by d hi i it eeg on 2021/07/11 16:56
Will start to use other apps soon
Airbnb can rob you and get away with it
by Ritchieezy on 2021/07/11 16:10
If you try a charge back on Airbnb booking credits for legitimate reasons, they will take them away. They have a policy that allows them to do this legally. Do not use their service. It is a scam waiting to happen. They can steal money from you or your credit card provider.
Error pop up
by Angie10938 on 2021/07/11 15:19
In the beginning loved the app but then out of nowhere an error pop up kept popping up for some odd reason and now I can not access the app? Please fix this I need to know if I was approved for a stay.
Scam
by yo890481 on 2021/07/10 20:13
Their cancellation policy doesn’t make any sense, how they gonna keep a whole month reservation $1700 , even when you call a week before the check in date , hotels better than this app .
Huh
by umsteadg on 2021/07/10 17:58
Pretty useless app, been that way for years. Total absence of logic and common sense. Absolutely void of intuitiveness. booking.com has got it going on.
Love the app as a host, but is missing one key feature for hosts
by Adam_56 on 2021/06/28 17:41
The app is amazing and I love the expanded ability to included personal info in the scheduled messages. There’s a few things I really want that are not on the app and one is the ability to manually check a guest out of your unit so it allows you to leave a review and change automatically into new daily guests. Otherwise having to wait until 12-3 pm to leave a review after I’ve completed all checkout/check in tasks for the next guest and then having to come back later is a little annoying. Also, if there’s a way to turn off notifications for “_____ is arriving in 12 days” that’d be great. Additionally, I’d love to be able to utilize IF functions for shortcode messages. For example, if I try and attach a shortcode message and include something like the guests home city (“safe travels from /guest_city/!”) but the guests profile doesn’t have that information to pull, it shows as “/guest_city/“ in the message to the guest and I would like to be able to attach an if statement to drop part of the phrase if the info isn’t available (or warn me that it’s not filling it in bc it’s missing that data so I can fix it myself, otherwise I often miss it if I’m not diligent!). This would help avoid a lot of problems.
Loving Airbnb
by Cindy from Palm Desert, CA on 2018/05/10 19:31
We used Airbnb during our recent holiday in Kona, HI and stayed in 3 different private units. Each was wonderful and had everything we needed including the loan of beach chairs, beach towels and umbrellas. We didn’t cook, but each unit was well appointed with everything we would need and next time we will enjoy creating our own meals at the units and eat out less. We enjoyed visiting briefly with each owner, they were all really nice but not intrusive at all. We went on two excursions recommended and booked through Airbnb. They were great and good value. I would recommend the Wild Dolphin & Snorkeling adventure with Captain Chase and the Local Brews & Poke Flights with Lottie and a wonderful chef and fun bartender at a beautiful golf course. They were both awesome and each was a small group of 5-6 people allowing us to ask our hosts questions and visit with the other guests. We will likely use Airbnb more often, it was super easy to book the units, more fun and less expensive than a hotel. When they say ‘Super Host’ believe it, book it and relax. I’m a fan and sharing our experiences with friends. Mahalo!
Worst customer service ever!!
by Prettyprincesskage on 2021/04/03 23:29
We booked through Airbnb for our spring break vacation at the end of March. We planned on going to Florida and stayed 1 night due to an issue at the place we were staying. Since we had our dog with us, I couldn’t find anything around the area within our budget that would allow us to have pets. I ended up finding a place in Myrtle Beach to book that allowed the dog. We drove all day to get there and arrived around 11:30 PM to check in. We went in to check the place over for bed bugs as I always do. We didn’t end up finding any bed bugs, but discovered the place was infested with cockroaches!! I tried to contact the host first who didn’t respond until the next morning. I then filed a claim with Airbnb to get my money back because we ended up just going home and not even staying 1 night. Airbnb support finally messaged me 3 days after the incident which is where I provided pictures of the incident and explained what happened. I am still fighting with then to get my money back!! My issue is classified as a travel issue and, on their website, constitutes as a full refund. Airbnb ended up siding with the host saying there was nothing more they could do for us because the host would t give any money back other than the $200 cleaning fee. I paid $800 for this place we never even stayed at and they did not a single thing to help get my money back. I will NEVER use Airbnb to book another trip again!! WORAT EXPERIENCE EVER!!!
Airbnb has horrible support for customers
by poppy131313 on 2021/04/08 18:37
After being deceived by a host and reporting it to the customer support team, the only resolution that we received was an email response more than a month after our trip that “it didn’t violate their standards and that they have gone over their community standards with the host to ensure they understand” 😒Are you kidding me?! The property is adjacent to a property that is currently burnt down but is occupied, in the original property description there was no mention of it. There is also an aggressive dog that will not stay off of the property and tried to attack me twice. This host approached us about installing a dryer to replace the broken one at the residence, then we brought to her attention the electrical problems throughout the house with all of the outlets that kept tripping or just were not working at all! She then asked me to fix them! I told her I absolutely would fix them but she would have to pay me for my labor! After buying the parts and doing the labor, of course she didn’t pay me for my work. Apparently this host has a few properties and because of this Airbnb doesn’t seem to have a problem with the fact that they are liars and scammers. They’re lucky that Sarah Foust had enough sense not to come to the property after calling me and threatening ME!! I will NEVER use this service again and I will NEVER recommend it!! I also have all of the photos and receipts, emails etc from this host 👌🏼🤔
Awful Customer Service
by ÅBÇDÊFGHÏJKLMNØPQRSTÚV on 2020/08/16 01:19
If I could give this company and this app a negative review, I would. I work in customer service, and I have never seen and will never try to emulate the kind of awful customer service I experienced with AirBnb. I won’t get into the details because I’ve told this story too many times, but in essence, my host lied and claimed that my friends and I broke her air conditioning system and thermostat so she could charge us for the already-broken system. She also promised to refund us if we left our trip early, and—although we did—she refused the refund and then tried to charge us for the the thermostat (and at twice the cost of the actual unit). I contacted AirBnb about this promptly, and not only did they take weeks to answer me back, but they never had the decency to call me back and get my side of things (they only emailed after I complained about not getting a call despite my host getting a call from them). They took months to get to a resolution and their resolution, though vague and unclear, was along the lines of “your host doesn’t have to refund you, and you can solve this on your own.” So, basically, my host and I got into a predicament which AirBnb refused to solve. I believe that their only reason for not wanting to handle this in my favor is because this host rents out multiple locations through AirBnb, and so she is more of an asset to them than I am. I hope this review helps them to see how awful that logic is.
If your are under 25 don’t open an account
by 123455645274 on 2021/05/08 16:23
I am from Connecticut and I was in Austin Texas for a work related trip. I specifically listed that it was a work related trip paid for by work. However, I was booking AirBnB on my personal account. I am 21 years old, and according to AirBnB they won’t allow and restrict my account so I cannot book an entire place for myself and I am forced to only rent rooms in peoples houses. This is direct discrimination based on my age it believes I am “high risk” to throw a party in an airBnb in a place I know literally no one. This is an absolute joke and I plan on deleting my AirBnB account since costumer service, which btw is out sourced to India so AirBnB does not support American jobs, told me there is nothing I can do but book shared rooms or private rooms in homes with the owners on site. This is obviously an inconvenience to me because I am a business professional spending an extended amount of time away from home and not all hosts grant kitchen access, nor does a normal person want to use someone else’s kitchen when the person lives in the same house. I am beyond unhappy with my experience. Would not recommend AirBnB and our companies will no longer be booking with them after this trip. Trying alternative apps similar to them Like VRBO. Air bnb no longer deserves to hold the editors choice badge or be the top app of its kind. Require them to step up there game or be out done by the competition.
Terrible company
by Elisabeth162628 on 2021/04/05 14:57
I just tried to book a small guest house for me and my little sister. It was for one night, about an hour away from our house. I wanted to take her on a small trip for her spring break- since she has been doing school online and hasn’t gotten to do much else due to COVID. When I tried to book it I got a pop up saying that I was unable to book it because I was a “high safety risk (could throw parties)”. I was confused because every place that I have stayed the host has giving me 5 stars/glowing reviews. I called their customer service line to figure out why this was happening. They lady I spoke to told me that they will not let people under 25 rent entire places because it’s a higher risk that I will throw a party. I am a 22 nearly 23 year old, engaged, security guard; Trying to take my 17 year old sister on a trip. I’m not looking to throw a party. They said I am allowed to book a room in someone’s house or share a hotel room with a stranger. Obviously I am not comfortable doing that. I am not going to put me or my sister in a potentially dangerous/uncomfortable position. I sent a message to customer service explaining my frustration, and the person basically told me “too bad”. I was going to try to find a way around this rule, but after reading all of these recent reviews; I never want to use this app. I went ahead and just booked a hotel, I would recommend you do the same.
Unhelpful Airbnb
by Fhxhvfhjff on 2021/02/12 17:14
I live in washington DC, on February 1rs I make the reservation for miama beach through the Airbnb application. I received my confirmation from the hotel that was available, they took the money from my card and everything was ready. My group was 8 people, we rented a van , we requested day in our job, we plan dates and place to visit mejor of our hotel. etc. ..., we were happy and excited about our trip to Miami Beach, Our reservation was from February 12 to 15. On February 10, I received an email from the hotel that they are over book and they just tried to cancel my reservation and return the money. JUST 2 DAYS BEFORE OUR TRIP. I contacted Airbnb to solve the problem. what they did were cancel my reservation and give me back my money. Looking for another list far our original place of reservation. Otherwise if we keep the same place we have to pay more due to dates. How that can be a great solution? In short, what they offered was to keep looking for places which were no longer available in the place of maiami beach. Anyway, I don't understand why arbnb allows hotels to cancel at the last minute and they can't do anything to help me. What kind of company are they? We lost time, money and our excited trip. I’m still waiting for an real solution. they didn’t give a real solution. Just return the money. I’m really frustrated about Arbnb. They are unhelpful.
Almost Got scammed and AIRBNB DID NOTHING EVEN AFTER PROVIDING PROOF
by Superbob03 on 2021/04/28 01:29
AIRBNB is not your friend and doesn’t care if you get scammed , and won’t do anything but say “sorry lol”. basically I wanted to take a trip to Colorado for my 21st birthday. I was so excited and planned my whole trip around this nice airbnb, costing around 150. It looked good, the only problem was a review saying it was a scam that I couldn’t see UNTIL AFTER I PURCHASED THE AIRBNB. Fast forward 2 hours after I couldn’t get a full refund, only half, the host texts me and asks me to cashapp her 150 if I want the apartment because “there was a technically difficulty and I was refunded the money” when I brought it to support with proof, they told me they talked to her and that she “simply made a mistake and was confused” but why didn’t she call airbnb in the first place about it, instead of trying to get money out of me. If I had cashapped the money, you know airbnb wouldn’t be refunding me that money, and instead they would’ve just said “oh sorry you need to be careful”, but because she said it was an accident, airbnb couldn’t let me get a refund, because why would I try and get a room from a girl who tried to scam me out of money. While trying to figure this out with customer support, she turned it into “no refunds at all” so I lost 160 dollars over the fact that AIRBNB DOES NOT PROTECT ITS CUSTOMERS FROM BEING SCAMMED. Absolutely Outraged, will never use this app again
Ok it’s time to abolish the Covid cleaning fees
by Macieg4me on 2021/06/12 21:04
I’m sorry but this has been something that’s bothered me since the start of the pandemic and I am not an “anti-masker” or a “conspiracy theorist” so I was grateful for the additional precautions, until I learned there were no additional precautions. As a company, you are fantastic to your hosts but are horrible to the guests. We have no recourse, are rarely believed over the host and truth be told, I feel like there never should’ve had to be a massive hike in cleaning fees (unless you’re honest about it and tell the guests it’s for the “host” putting themselves at risk by hosting and having to clean up afterwards and not telling us it’s for “deeper cleaning protocols”. Also most places in the US are fully open again which means this ridiculous hike in fees needs to be dropped and furthermore you should expect your hosts to be deep cleaning between each and every guest. The reason I know about the fees and why they were instituted is because I clean Airb&b houses for a few ppl when I can and for who I can…and for the record I always deep clean in between guests. It’s called good hygiene and keeping those people safe and healthy and that’s what you as a complete should strive for and expect from your hosts (not give them a cash prize for possibly doing it.
DO NOT RECOMMEND THIS APP!!!
by $@h67 on 2019/12/25 03:32
I had the worst experience ever! Every year my family makes plans to go out of town to celebrate Christmas, this year we decided Orlando, FL. I heard about AirBnb and decided to check it out. I reserved a house for December 27-January 2 and reserved it on August. I get a text a week before the trip saying the host canceled the reservation. The host didn’t let me know the reason and just canceled. I try contacting the host and he didn’t respond to my calls and text. I call customer service and they tell me it was an emergency and that my money is going to be refunded in 5 to 10 business days. They didn’t give me an explanation at all. I decided to get another house that was $1000 more, but I was ok with it since I had everything paid for and family from another country was coming. 2 days before the trip I get a cancellation message again about my reservation on the new place. This host was decent enough to tell me that he canceled due to the days I reserved for were already booked. Apparently Airbnb showed available rooms that were not really available. Called customer service and they didn’t give me any solutions, just sent me listings of places that were already not available or $5000 more in price. Give me a $200 coupon like that was any help at all. I’m never using this app again and I recommend you do the same.
Ridiculous
by Hoodoo2 on 2019/01/14 16:12
So I signed up and attempted to book for the first time about a year later. In the mean time I had canceled the credit card I signed up with. So I attempted to book but it failed because of the credit card. I got an email, a text and a message through the app telling me it failed. I clicked the link in the email which opened the app but there was no indication of how or where to update the credit card. I finally found it, not in account settings, but (strangely) on the page of the failed booking. There was no option to remove a payment method nor to update a credit card. However there was a button to add a new payment method except the feature would not load. I just got the white page and the little animated dots. I tried restarting the app, restarting the phone, updating the app, and tried it on WiFi and cellular all over the course of about 12 hours. Nothing worked. So I logged into the website. There I found an option to delete a payment method but incredibly there was no option I could find to add a payment method. So I contacted customer service. The replied to my message at 4AM the next day but gave me no helpful information. I replied, but didn’t hear back from them for three more days. By then I had already booked with a normal hotel which, of course, was no problem. Good riddance Airbnb.
Why yes, I would like to stay 30 minutes away from my destination
by Dustpal on 2018/03/05 08:03
Something is wrong with the search engine airbnb uses. I put in a City and great, there's like 800 places to pick from. Problem is that most of these locations are 30 minutes away from where I actually want to be. As a traveler, this is mostly inconvenient. So then you have to waste your time checking through each posting to see which one is actually close to where you want to be. Please add a distance filter from the city center to fix this mess. Other room finding applications know how to manage distance, so airbnb is way behind. Aside from that, either the posting is falsified by the host or the engine is misreading metadata, but some city locations at the top, don't match what is on the map. I feel like this must be the host lying about the location to try and get people to go to their location, but airbnb should just pull the city location from the map. If it does already, then it's broken. Lastly, an enhancement request to the usability. Since I travel to the same place many times, I'm looking at the same locations a lot. Of course I have my favorites, but I'd like an opposite list of locations to avoid. Maybe I read a bad review or the neighborhood was not to my preference, then I don't want to have to figure that out each time I run a search.
The absolute WORST customer service!!!
by Treviewsapps on 2020/08/01 21:07
I am truly so disappointed!!! My family is going on a vacation in few days and we booked a stay which we had to cancel because of misleading information by the host. But, the host was willing to give a full refund once airbnb reaches out to them. We spoke to the customer service representative and we WAITED FOREVER for them to pick up. They picky up finally and tell us that they will message the host so that they can give us the refund. BUT the host is messaging us saying that they never received any messages from Airbnb. So what is the representative doing to help? So the next day we called the customer service several time and each time being on hold for over 30 minutes. This man tells us that he will transfer us to the team specialized in refund and cancellation. We wait 40mins and this woman finally picks up only to tell us that there is nothing she can do. And she hangs up on me! What is she being paid for?! To hang up on the guests who waited 40mins to finally get some help?! We were bounced from one rep to another but here we are few days away from our vacation and we have an unconfirmed refund, no stays since we can’t book another place until this one is confirmed in addition to having to deal with the absolute worst customer service and no answers to any of our concerns.
Great service - serviceable app
by FenderBoss on 2020/05/03 14:07
I have used AirBnB between 3-4 times per year for travel. It has been a great service and rarely have I been disappointed with the homes, cabins, and condos we have enjoyed over the past couple of years. The app, however is lacking not so much in its function but what it provides for searching options. One of the first things people search for when booking accommodations besides location is the room type. And part of that is what type of bed. I can search for number of bedrooms, number of beds ... even the bed height as an accessibility option, but not the bed size (!?). Thinking it was just me not being savvy, I find multiple posts on AirBnBs own forum of people who have raised the same issue over the course of the past 3 years. Devs, if you read this, please review the basic filtering and sorting options for this app and add this as a feature request for your next agile sprint or whatever you do to update this program. I appreciate your respect for those who need accessibility options, but the rest of your customer base might appreciate a fundamental filtering feature added, that literally every other travel and booking site uses as a base feature. Thanks!
Don’t stay with AirBnB
by Ashley K05 on 2019/08/13 21:04
I am very disappointed with Airbnb. We had an ant problem in our house, and when I tried to resolve it with the host, she turned on me and blamed us. She said she went above and beyond and that is just not true. Since we didn't think to "document" the ants, Airbnb took the hosts' side of the conversation. That is so wrong and has made me never want to use Airbnb again. While the host insulted me as a person and said I was too demanding and minimized what actually happened, Airbnb was no better. They said they had to side with her because I had no pictures. I am sorry but who thinks to take a photo when your hand is covered in ants, and you are just trying to make sure they aren't all over everything you own, which for the record they were. They were in the bed, on my retainer, glasses, clothing, etc. It was one of the most disgusting things I have had to clean. Yes, that's right, we had to clean it because the owner didn't believe in taking a more drastic measure to clean then Windex. Airbnb's customer service was no good either. They made it seem like they empathized with me when they called to hear more information and that they were so sorry, yet they did nothing to rectify the situation. I will never stay with them again. Beware, if anything happens - DOCUMENT IT ALL, otherwise your words mean nothing.
Worst customer service ever
by Leaux3 on 2019/11/15 01:24
Let me start by setting the scene.... I am 4 months pregnant and I have a 4 year old son. My fiancé’s bday was the other day and he had to travel to Miami for a work trip so we made a family weekend out of it. The hotel we were staying at was over booked so we decided to try to use Air B and B to find something cheaper that was still local. Downloaded the app, set up a profile and picked a place. Confirmed it and were excited out our new reservation. Not even 15 minutes later we get a message saying our reservation was canceled. Called the hotel and they said the never received the payment so we need to contact air B and B. I contacted them and the lady “couldn’t give me any info” so we waited for a “case manager” to call back. A couple hours later a women who spoke extremely broken English called and said they were sorry they have to cancel the reservation but we broke the terms and agreements.... which I don’t know how when we literally set up the profile properly and verified everything! And booked a place AND THEY TOOK THE NEARLY $200 OUT OF OUR ACCOUNT!!!!!!! They would NOT give us a further explanation at all and the lady would not work with us at all and HUNG UP ON ME! Needless to say they put us in an extremely tight bind and we will never use this app ever again. Beware! Seems pretty scamish.
Average
by DellDyn on 2019/03/11 02:14
Overall, I’ve had good experience with Airbnb, and I like the general set up. I do have two major major issues, and that is 1). with the tax collection. My county and total sales tax are 9%, But they only take out 6% and refuse to fix it. This causes me to lose so much money because I have to take it out of my profit and then file with the county and do my state taxes through an accountant because the system is too complex... Major inconvenience... and 2). This is my 2nd home. I do not want to rent it to just “anyone“. VRBO is better because they at least let you see the person‘s full name, and you can Google their information to make sure they are a real person, etc. There are so Many scam emails. I have no problem with an AirBNB traveler who has previously had a review, but when a New, unknown person tries to books and gives me no information at all regarding their group or info on their trip, and all I have is a “first name”- it’s unnerving. I think they should try to protect the homeowners much better than what they do right now. It’s very one-sided towards the renter- where I would like much more of a mutual accountability. Hiding the pictures and last name is also not OK in my book.
Do Not Do Business With This Company
by es-py on 2018/12/25 14:50
My family and I are stranded in an unfamiliar state thanks to Airbnb and their unwillingness to correct their mistakes. Thank you for allowing us to book a condo under construction. Thank for allowing us to find this out after thousands of dollars of airfare, time off and hours driving to the booking. Thank you for failing to send any emails or messages informing us of this issue. Thank you for acknowledging the mistake and shooting down any attempt to accommodate my family by booking us a similar listing even though similar listings were available on your app and website. We were forced to deal with horrible customer service representatives. If anyone at the company is reading this please invest in some workshops/training idk maybe a Christmas bonus or something because dealing with your representatives took this experience to another level of frustration. I would not be sitting here writing this essay if it wasn’t for the young lady I had the pleasure of speaking to last night. Thank you for this experience Airbnb! Who would have thought opening Christmas gifts in rental cars would be so fun! And thanks for the great advice of finding a hotel to accommodate 6 adults on Christmas Eve for 8 days in Orlando. The amount of options were plentiful!!! Thank you! Merry Christmas from our Ford Explorers.
Terrible site/ company - no stars
by julieandbobk on 2019/05/14 00:26
Spent multiple days calling or on hold with air bnb after they canceled a trip we booked for Key West. Their website allowed us to rent a unit that was not available. We were charged for the unit, then simply sent a text from another vacation site that our reservation was canceled. No reason why! No one would tell us why, but it was glitch in air bnb software which no one would own up too. Every case manager I was assigned too told me they would comp us a stay and send us new listings which never happened. When a listing was sent it was not comparable to our initial booking. Each day that passed the cost of the available air bnb units would increase in price, but no one would call me back to confirm another reservation. Each case worker said they would call me back with in an hour. No call backs! I am livid with air bnb, there are multiple sites that are a lot cheaper with the same units like VRBO, use them! Don’t book with this website!! They are unreliable, they won’t care if you have a place to stay. Update..... just received a message from Airbnb. Not a phone call of course. They are denying telling me they would assist with the cost of another rental and their hands are tied so we should Book another rental. Never again! Hotels would do this to a customer
First experience with Air BnB is so-so
by Emb 927363404 on 2019/04/25 18:03
I am traveling for just under a month and am using Air BnB for my travels. I am satisfied with most of my stats so far except one. This particular place was so dingy and run down that I immediately knew I did not want to stay there. Right away I contacted the host asking for the payment of my remaining two nights back so I could secure someplace else. She refused. So I contacted Air BnB and they too so long in figuring things out that I was well on to my next location by the time they said they had successfully negotiated a cleaning fee refund ($34). That was laughable. They told me I could dispute it further and asked me what was a fair compensation. I said that the fairest compensation was the two nights I had originally asked for. That would have been around $270. They negotiated some more and ended up refunding me $120. I am not impressed on the time it takes for them to respond and handle things, nor am I impressed with their negotiation skills. The place I stayed in was a dump and the pictures were a complete lie and they did nothing to fix that for future renters. I’ve now stayed in three other locations and I am very pleased with them. I like Air BnB but I don’t like their service.
Cancellation by host
by ehowle on 2018/08/30 22:51
Was recently cancelled on for one of our trips. There was absolutely no recourse. I went to your q&a and found out you have a pretty strict set of rules for canceling on the host, but no real strict set of rules on hosts cancelling on guests. This is absolutely horrible. The host only loses the cancellation. The guests lose all that they had invested in the trip - airfare, other places to stay, any reservations and down payments on things like prearranged things or trips such as boating, kayaking, entry fees, etc. Also I could not leave an Airbnb review on the host. This is absolutely uncalled for. Both the host and Airbnb need to know the consequences of this action. And others need to know that the host cancels on guests. Airbnb really needs to rethink this policy. If a host cancel, they should be responsible for any costs that the guests incurred. I have heard that hosts will cancel if they get a higher rental fee. Don’t know if that happened to me, but that should absolutely be forbidden and if one cancellation occurs, the host should be moved to the lowest ranking. They must be discouraged from doing any cancellation. They have to be running this like a business. The excuse I got was the host had to leave town and could not find someone to clean it before the last guest before me. Really poor excuse!!
So far it’s been good, but needs a little work!
by sea225 on 2018/06/15 05:09
So far it’s been good, but still has some work to be done On the app ect. sometimes the app crashes or takes a while to update. I get messages way later like a day or 2 later on guests asking me questions. I did notice that it has not been sending the check In information to the guests so they get trapped out side the gate for a while because the messages don’t come in to my phone right when they message. Also I’ve been getting guests having a hard time keeping the booking I get them confirmed and then a day later it’s canceled on them. Guest call me a lot trying to figure out how to book. Maybe make the booking a little easier. Also if you are in a state that they pay the tax for you make sure to look in to it cause they only pay the state tax not the city tax. Wish they could pay that also each quarter for me. I give Airbnb over all a 4 cause it’s good just not yet a 5 yet. Work on app a little more and maybe put a system in that is like doc u sign. that way it just automatically sends the booking waver that we need each guest to sign so I don’t have to do it manually.
♥️Airbnb
by Inn Bloom on 2017/11/07 15:17
I’ve been an Airbnb host and an Airbnb guest for over 3 1/2 years. I have hosted over 160 guests from all over the world, and all experiences have been wonderful. Not one bad experience. The places that we have stayed have been clean, friendly.... just exactly what we needed for where we were and what we’re doing. Again, as a host, I enjoy sharing my hometown with visitors and making them feel comfortable and welcome while enjoying the area. The extra money has been greatly appreciated as we live in an expensive area. Now with my husband retired, I am able to help with our expensive taxes and utilities, not to mention my health insurance which is extremely expensive since I am no longer covered by my husband’s employment. I am grateful for the opportunity to be able to contribute and be creative as a host at the same time, I give Airbnb my highest recommendation and appreciation to Airbnb and what this wonderful company stands for and look forward to a long and rewarding relationship as a Super Host and a guest. Thank you so much, Airbnb!
Horrible Customer Service!!
by FoodVeggie on 2019/07/13 07:28
If you can find a hotel or anything cheaper at a good price with even mild customer service, do it. Air BnB does NOT care about their customers at all!!! Dealing with Air BnB customer service has been the worst experience I have had with any business/support team. They can check the records and see that their staff AGREED with me and believed I deserved a refund for what was essentially unsafe conditions and poor communication from a host. However, after repeated attempts to receive said refund, they then claimed I had informed them too long after the reservation. They said this a week after my reservation but I had called DURING the first hour of check in for my reservation while I was AT the residence. I wish I had recorded their calls as they do yours, when dealing with customer support, and I would easily have enough evidence to show how they are misleading, careless about customer safety, and how they tell you one thing then flip to a completely different decision without the decency to call you to elaborate. They simply sent a short, rude message on the app. It is sad that they can agree with you (they can go ahead and listen to their recorded phone calls to prove it) and then message you something completely else and ignore the fact that they ever agreed with you. Ridiculous.
Literally -5 stars if it were possible
by Ashley Feliz on 2019/03/23 18:52
DO NOT USE AIRBNB. They have the absolute worst customer service. They deactivate accounts for no reason. They say you’ll receive a full refund and I have yet to see any of my money. They owe me more than $1,000... with that said please save your time and your money, don’t trust these people. My trip is supposed to be in 2 days I’ve had this booked for a month now and they cancelled my reservation and deactivated my account and I was told I’d receive a FULL refund. As far as the customer service all they say is that they’ll slap a label on it called “urgent” and that they’ll get back to me in 24 hours...got nothing. After I made my SECOND reservation after having my account deactivated, they then accepted my payment and a few minutes later I was told they cancelled my reservation and they’d send me a full refund I called them to see what was going on and where my money was and all they said to me was that he could do nothing about this, he has to send my case to another department and to “rest assured” it’ll be taken care of In 24 hours and as for my money.. as if it can get any worse I was told that my money is “technically in limbo” and that I need to contact my bank, contacted the bank and they said they haven’t gotten anything on their end... AIRBNB WHERE IS MY MONEY!?
Terrible customer service
by Epicaustin1026 on 2021/04/01 21:28
I used this app for a while and never had an issue. I have nothing but positive reviews and have never had a problem. It was only recently that I decided to stay at a place in which I had to evacuate twice due to a fire alarm that I had a problem with this app and the people who work for them. I decided to contact the host asking for a refund as I was only able to stay at her place for under an hour. She proceeded to tell me that it was a false alarm both times and that she wasn’t able to refund me for even half of the money I spent, which is Airbnb policy to refund for at least 50% of the trip if it is canceled on the first night. Obviously I was very upset with the situation and so I contacted Airbnb themselves, who took weeks to reply just to tell me that there was no proof that I had to evacuate the building, even after I sent pictures of the fire trucks outside. They decided to refuse to refund me and I am still furious about the situation. I don’t plan to use this app again given my situation and I advise people to keep in mind that the customer service is VERY unprofessional and do not care about their customers. I am not one to complain, but this app doesn’t seem to care when an inconvenience happens and it seems like they just enjoy stealing peoples money. It’s very unfortunate.
Worse experience than I could even imagine
by foxsoccerruinedstreamingsoccer on 2019/04/20 05:22
What a scam! DO NOT BOOK THIS!!!! It IS A SCAM!!! Unresponsive host ruined my trip to DC and made us late to the event we were in DC to attend. We tried to contact the host for check in instructions, and she did not respond, leaving us with no place to stay. We then had to scramble and find a friend to stay with after we no longer had a place to stay after we reached out to the host Tracy multiple times, via Airbnb messenger and phone, and eventually had to call Airbnb guest relations. The person on the phone (listed on the Airbnb as the host) said they were not the host and I had the wrong number. This is also on the shoulders of Airbnb, because of their negligence I did not know that there were several others who had similar experiences over the last couple months. I asked the very nice non-US based call center employee for an actual management response from Airbnb within 24 hours and never received the call. Airbnb offered nothing in reparations for their role in this issue, considering they have 4 other people who endured similar experiences and yet they gave no sanctions to this terrible host, and they gave me no warning about these issues they have known about for OVER 2 MONTHS, and therefore will be hearing from our attorney shortly for their negligence.
Good App, but could improve with some bug fixes
by guesswho!! on 2017/12/28 15:27
Very nice App. Easy to book and communicate with host. But (the current version) could use some bug fixes. I use the App on my iPad Pro with the most recent iOS an when I scroll through my search results, the movement is extremely slowly, sometimes gets even stuck. Something is wrong here. Search filters are also not perfect. When I set for example my limit at $200 per night, the App shows me also accommodations above $200. Also, it would be great if the location filter would be narrower. If I search for housing in a certain town I don‘t want to see housing from near-by towns. Unfortunately, one sometimes only find out once you check the map, because the title often does not tell the location. Maybe adding a distance option would help (how far from target destination the search should be expanded). Additional comment: What I also dont like is that I cant remove my credit card information from my account after payment (not through the App and also not through the online account). I wished they would support Apple Pay. I don‘t like to keep my credit card information all over the internet.
Nothing but problems
by Smokentoken123 on 2018/01/02 22:31
I’ve had nothing but problems trying to make a reservation through Airbnb. My first reservation was cancelled due to me not completeing the verification process in time(long story short my account was set to eastern time instead of pacific time) I verified my account no big deal, I called customer service and was instructed to try and re-book, assured that my reservation would go through I did. I then received an email saying I needed to complete the verification process however when I clicked the link in the email I was taken to a page that said “You’re all set” and a button on the bottom saying “finish” I clicked the finish button and was taken to the home screen I assumed there was a glitch in the software somewhere. Three hours later I received an email saying my reservation was cancelled a second time for not completing the verification process in time. I was very confused as I had in fact completed the process and was not given an option to do anything further from the links in their emails. Now I’m being told by customer service to re-book my trip for a third time. I’m unsure if this is how they typically do business but I’ve received little to no help from their customer service team or the case manager assigned to help fix my problem.
Unforgiving and Unhelpful!
by Awzum3 on 2020/04/25 16:46
Airbnb did not refund any money for a situation that was out of my hands. I was studying abroad in Rome and planning to visit Barcelona from March 5-9, staying at an AirBnb rental. Our school mandated that we return to America on March 2nd due to the rising threat of Coronavirus, so we had no choice but to leave and could not attend our stay in Barcelona as planned. We lost all the money that we had put into this trip, even though it was not our fault. After contacting AirBnb support staff, they were not sympathetic at all towards our situation and they closed our case. We sent them all the right documentation that showed that we were forced to leave, but they did not care. Even with the credit card company involved, AirBnb still did not help us and we have not gotten any money back. We are students, so we don’t have a lot of money to begin with, and to lose that much money really is detrimental. I would have hoped that a huge corporation like AirBnb would be able to see that we are not at fault and that it’s unfair to take our money without giving some sort of refund, considering our safety was at stake. I will think twice before ever using this app and company ever again, because they definitely put their own greed before the needs of their customers.
App is fine. Customer is awful.
by D8796 on 2020/03/19 19:06
Never had an issue using the app. However the company needs some work. A friend of mine created a group for us to look at cabins to rent, thus making them the ‘trip owner’, even though all they did was invite us to a group to share destinations with each other. We find one we all like, and I book it with my card. Fast forward a few months, now it’s March and our trip starts April 17th. Our flights get canceled due to COVID-19. I log on to Airbnb to cancel our trip because we have no intent of traveling if the airlines deem it a heath risk, nor do we plan to drive 15 hours each way for a weekend trip. NOPE. Airbnb is only allowing trips between March 14 - April 14 to get a full refund due to COVID-19. So I call hoping a representative can assist more than the app. After waiting over an hour on hold I am informed I cannot cancel the reservation because I am not the ‘trip owner’... EVEN THOUGH ITS MY CARD ON THE RESERVATION. Whatever, I’ll just add them to the call so they don’t have to wait an hour on hold. Nope. Won’t allow it for account safety concerns.... it’s my account, they’re my friend, I’m not concerned and we’re certainly not waiting another hour on hold just to be told they can’t give a full refund.
Problems taking photo on iPad Pro in landscape
by Robert Ryan on 2019/05/29 20:40
The app presents a little overlay where one can center the photo id capture, but running the app in landscape mode, the overlay was misaligned, with the overlay rectangle half off-screen. And when I disconnected it from the keyboard and rotated the device into portrait orientation, it put the overlay in the right place and everything looked rendered OK, but when I took the photo, it then grabbed the wrong portion of the photo. Bottom line, the photo capture got thoroughly confused with iPad in landscape orientation (which if you have a keyboard attached, is how we generally use these things). And when I first oriented the device into portrait, I happened to do upside-down portrait orientation (which iPads permit) and then the captured photo was upside down. Lol. But when I backed out, put my iPad in portrait orientation, and tried to capture the photo again, it worked fine. The problem seems to be limited to when you enter the photo capture while the iPad is in landscape orientation. This is all pretty minor stuff in an otherwise quite polished app, but I thought I’d bring this to your attention as this is apparently and use-case that slipped by anyone’s attention.
BEWARE! Should you want a refund from a MOLD infested shack
by Zero stars!!! on 2019/01/07 02:45
The worst experience EVER with their support team I have ever experienced. Recently rented a property in Puerto Rico of course you must pay in full, no problem excepting my money but when we arrived at the property it was nothing less than a dump not at all what the photos that were posted for the listing showed. Mold on the walls, floors, shower, smelly bedding, dirt dust missing floor tiles in the kitchen that expose the concrete below , a junkyard of a front yard, spiderwebs, clutter..... we could not even spend one night there. when I submitted the photos to THE AIR BNB they were passed on to three different individual case workers to who agreed that the place was disgusting and did not match the listing but she was not authorized so she transferred me to someone above her who never spoke to me once and ruled in favor of the host Who argued that this property was clean and nothing was wrong with it! which is completely inaccurate! In the end they are keeping our money and we did not spend one single night there this is for 14 days that they will gladly steel from their customers knowing that the place was A step above a rundown shack you may find crackheads squatting in. Airbnb might find them selves regretting to ignore the mold in the photos Porter Rico is part of America
Unreliable: this is not about technology only.
by Micleus52 on 2021/01/03 17:57
I wrote a review yesterday about a bad experience I had last week. When I say bad, I mean 3 big cockroaches inside the house, one of them under the sink. The place was so dirty I left one night before the rental ended. I wrote a review sharing my experience. A few hour later I received an email from AirbnB, stating that “They determined that my review for was in violation of their review policy – specifically the section on relevancy” and that “After examining my review for, they determined that its content didn’t contain enough relevant information about my host or experience to be informative to other community members. For this reason, they have removed the review”. They also informed that “This decision is in line with their review policy”. I read the policy and there is no way I infringed it. No second chance to write about a bad experience. Unilateral. I was curious and I spent a couple of hours checking several properties looking for bad reviews, Guess what? None. It is the AirBnB alternate reality, where everything is about them, their hosts and their stockholders. Customer satisfaction is manipulated. They do not care About their guests. Apps are not about technology only but about corporations behind it. This one is not reliable.
Terrible Customer Service/Assistance
by Alex102593 on 2020/09/21 20:26
I made a reservation for Airbnb, and was confident with my reservation based on the description and pictures. Once I arrived at my Airbnb, it was clear to me that the pictures and description or not an accurate representation of what I had paid for. The place was filthy, and falling apart. Covid was spiking, so I found it extremely uncomfortable to know how crammed the area was. The location of the house with an unsafe environment. All in all, it was safest and appropriate to leave. I believe the host was aware of the dishonesty, not allowing for refunds. The worst part about my Airbnb experience was the customer service. It took me hours to finally reach somebody, and when I did, I was transferred back-and-forth between employees until somebody said that they would be able to help me with a refund. This employee said I would have to wait for a call from the refund department. I waited a couple days before reaching out to the employee about not receiving a call. The employee said to be patient, and that it may take some time because of Covid. The chat was disconnected and I never received a call. I’m completely dissatisfied with the service I had with Airbnb. Unless something is resolved, I am confident to say that I will never recommend this service to anybody.
Good app except……
by Asufhes on 2018/08/13 17:10
I enjoy all the features of this app. In fact I like all of the app with one gigantic exception… The calendar inconsistently works. What I mean is when you open up your Airbnb app and you want to look at your calendar about 50% of the time it just hangs and will not open. All other features work but if you want to know who’s coming on what day your calendar won’t be helpful since half the time it doesn’t load. It doesn’t matter what phone you’re on it doesn’t matter if you’re on an iPad it doesn’t matter what computer… I’ve called over and over about this especially after seeing so many other people having the same issue. As a host it’s really inconvenient to not be able to see who is booking on what dates. Despite a history of this is a major issue for people, it’s still not fixed years later. So so annoying. PS… Only fix I’ve been able to find is you have to shut the device completely off and power back on. Sometimes that’ll bring your calendar back up otherwise Airbnb doesn’t seem to think this is a big deal that the calendar doesn’t show up for the host about half the time.
Don’t expect any help if anything goes wrong.
by User265337 on 2020/09/07 01:55
They do not care about hosts. I have been a host on Airbnb for about a year now and it’s been increasingly stressful by the day. Anytime anything happens on the customer side, no matter how small (like dust on top of the kitchen cabinets, I’ve literally had someone complain about that and get a refund) they penalize you $50 and cancel your payout. On the other hand I just had a guest completely lose his mind, threaten me, and try to leave with my appliances. I ended up having to call the cops and he was arrested (he actually had 3 WARRANTS and a heroin needle on him) when I called customer service to cancel his reservation the line recognized my number, saw I was a host, and hung up on me no matter what choice I made on the automated system. I still haven’t been able to talk to a live person and I’ve called all the numbers. Now I can’t give this psycho his refund and he’s been harassing over the app saying he’s going to leave a bad review sue me and complain to get a full refund, which he’ll probably get. I’m looking into other apps like Vrbo or hometogo but before I do I had to leave this review, I’ve never seen terrible service like this in my entire life, it’s literally non existent. The pay can be good but you’re on your own if anything happens.
Lack of support, steals your money
by mah3hh on 2020/12/09 04:36
After reading several reviews and comparing to my own experience I have found that Airbnb has no problem at all stealing people’s money. When you reach out for support they do not give it to you. They inform you about needing pictures only once it is past their 14 day policy. I have read many stories about Airbnb stealing customers money. But they also steal money from the host. I rent my Tiny Home through Airbnb and was having issues with the hot water heater. I offered my next guest a discount but they chose not to stay without hot water. So they canceled. Airbnb still charged me a fee even though the customer is who canceled. I waited forever for a supervisor to call me all the while only getting emails from her stating she was out of the office and would call me the next day. Never receiving a call she finally stated in email I could provide pictures proving the hot water heater was not working, but only if 14 days had not passed since the canceled reservation. Which after the repetitive emails stating she was out of the office and never contacting me, 14 days had already passed. I was charged and the case was closed after pleading with her to please not close the case. I would give zero stars if I could they do not even deserve one.
Customer Support
by Johnny Gale on 2020/09/01 15:16
Airbnb Customer service is terrible and they lack empathy for guests. There really needs to be another app just like this but better. I was banned from Airbnb after a host reported a lie. Mind you I reported him first! Because he stole money from me and was unprofessional. Airbnb took the hosts side and banned me forever. I can never create a new account which is a bit harsh. My account had all great reviews but because of this one host who lied on me my account is banned. I am banned from the Airbnb community. I tried to prove my innocence and explain the entire issue but Airbnb did nothing at all. I never even got a refund. How is that a guest reports a host first then the host gets upset because now he has a negative review and reports me back but says a bunch of lies to mess up my account is not cool. This is totally unacceptable and I should take Airbnb to court! I should not be banned I’m in the right the host is in the wrong. Not sure what’s wrong with Airbnb customer support team. They do not care at all. It’s very frustrating. I’ve tried several times sending multiple emails and calling multiple times and Airbnb has done nothing. They told me their decision is final. This is very unfair. I hope some day someone creates a new app that will compete with Airbnb.
Never using Airbnb or their services again
by Charlotte Dyess on 2020/04/19 20:28
With an understanding that COVID-19 has swept the nation, I understand Airbnb’s going through an influx of cancellations. That being said, the department of defense has issued a travel ban extending through June 30th. My fiancé and I had to cancel our wedding and flights to Florida and Hawaii due to this travel bad, as we are part of the military community. The venue and airlines, were understanding and provided us full compensation due to these troubling times. Airbnb on the other hand refuses to acknowledge the department of defense’s travel ban, and will not give us our money back. They do not have the decency to pick up a phone and talk, it is strictly through automated messages. If we are legally unable to travel outside of a 2-hour radius of our home...how do they expect us to fly cross country or across the Pacific Ocean? Let alone be charged upwards of $6,000 for a vacation we will not be attending? I am appalled and disheartened by the way Airbnb has chosen to navigate the COVID-19 pandemic. I will never use their services again, and I suggest you don’t either. The company is clearly unable to withstand a large scale disaster, and my money is more important to them than valuing customers on a basic human level. I am utterly disgusted.
Cherry’s place was amazing. Cozy house with beautiful touches.
by gatoloco* on 2019/08/02 01:56
Cherry’s place was amazing. Cozy house with beautiful touches. This host has definitely raised the bar on my expectations at my next Airbnb. She is super understanding and friendly. The bed was ah-mazingly soft!! The air conditioning was perfect. The bathrooms were sparkling clean. The house is located one minute away from Cincinnati. It’s extremely clean and very well appointed. The hostess takes great care in providing that immaculate home away from home comfort. Everything you need for a stay away. Kitchen well stocked with clean utensils, more than enough ample amenities all around. The interior renovation of this sweet little cottage is even better than it looks in the photos. So clean and a fresh feeling. Love the decor and back porch. Close to the highways, the neighborhood felt very safe, relatively quiet. I felt very secure there was also another female traveler, I had a wonderful time! Everything I needed was included in the house plus lots of extras. Thanks for hosting this space, I will definitely stay here again!
Horrible experience . They really have gone down hill
by Sagasorus on 2020/08/13 00:45
Have just had THE WORST experience. Have tried to book a mini trip in California . Firstly I just booked a place in Carmel, looking at the listing closely after booking I realized there were more photos of beds then were listed . I then called the number listed and some weird man answered, screamed at me that I have the wrong number and slammed down the phone. Upon further research it turns out the listing is actually a small Hotel. I called the Hotel and they were disgusted to hear someone is making an Airbnb under their name. I have confirmation from the actual owner of the REAL hotel and they have confirmed that the listing is NOT them . Air Bnb’s response ‘ we will look into it. ...... 6 hours later nothing . Then on another booking a lady claimed the house was animal free and then minutes after booking I was reading the reviews and saw that someone had complained about animal hair. The owner then admitted she sometimes has he let’s there. I’m allergic to dogs so asked to cancel within the hour of making the booking. Airbnb by then refused to refund me in full even though it says clearly in their site ‘cancel with in 24 hours for full refund’ :( so disappointed and will never book with them again
Bad Customer Service
by Bc2socal on 2017/10/31 00:21
Confusing app.. Great service until you run into the most minor issue. I tried to modify a reservation and it turned into a complete nightmare of phone call after phone call with Patricia where I had to explain, reexplain and then explain again a very simple issue. She claimed she needed to verify with the host and claimed she couldn’t reach him which was bizarre since the host said he never heard from her and was nothing but accommodating and responsive to me the entire trip. I would recommend going directly to your host with any modifications or extensions of your trip or you’ll find yourself on the phone with Airbnb your entire trip, completely frustrated. While she was nice she didn’t seem like she listened to a word I said. Now they continue to keep trying to take money for days I didn’t stay. She claims she can’t reach the host but he’s a well respected doctor and we have mutual friends who are his neighbors so I’m inclined to believe his side of the story. I would try home away vacation app instead (although I’ve never used, it but will be now). My family has properties listed on Airbnb and we will now be trying Home Away Vacation app instead as we don’t want or guests to have the same poor experience on their getaway.
Reimbursement- communication
by yellow tail 23 on 2018/08/05 21:39
There was a guest I was hosting, they extended there stay for a extra day after they checked in. I excepted the request and Airbnb gave the green light, I’m assuming to make sure the funds were available. That was on the Thursday they stay Friday which was the extra day and then checked out Saturday I got a email Friday morning at 1:30 in the morning saying the funds were not available. I then contacted Airbnb via email and the representative was saying if she could attempt to get the payment she tried she called then ask me if I would be willing to call the guest which I wasn’t at first then I decided that I could still reach out with a pleasant message long story short I got the payment through speaking with the guest. I asked to speak with the supervisor after messaging for four days waiting for the payment. The supervisor called me back after the fact after I’d already retrieve the money and I feel like Airbnb wasn’t going to reimbursed me. I repeatedly asked the representative to reimburse me and then go collect it from the guest instead of putting me in the middle and I got nowhere I had to do it myself.
Hard 2 c, find, use
by u may not like this but on 2018/02/22 03:34
EVERYTHING. With this app is non- intuitive. Have they forgotten that “ease of use” , making text easy to read and find, is what attracted people to the web in the first place? I drive LYFT/UBER too and I’ve taken Airbnb Programmers around S.f. Smug group generally. Proud that they can “ force” u into certain behaviors. #AssinineArrogantBehaviors. I’ve said it before: clear bright text. Clearly organized pages and structure, so we the users have an idea where ur going as well as the program. Super-host” is meaningless. I’ve stayed in several “ super host” homes now, and all they did was set the bar REAL low so it is easy to hit expectations. No difference between those folks and a hotel. Lastly , u can not search by a text string if I am searching for a specific place in a given city, should b able 2 put my string or any combo of usual string syntax ( a “NOT” operator would really set u all apart. ) and have places I know r there come up. Beginning and end date choice algorithm especially annoying, choosing dates from a pastel date screen and having constantly treat ur “end” dt as ur begin” dt , very frustrating and wasteful of my time.
Shady business practices
by Simkat92 on 2020/10/05 20:07
Had a terrible experience renting a condo in Galveston, TX. The property owners go by the name, “Beach Time Vacation Rentals BTR” and they falsely advertised their property. They claimed it was “beach and water front” and when we arrived we found it was neither of those things. There was a “beach view” but if you wanted to get near the actual beach you would have to cross a busy highway to get to it. Upon arriving we noticed this detail and called the property owners to cancel and get a refund. Leta, the supposed property owner became instantly hostile and aggressive over the phone, almost like she has dealt with this issue before and can’t even pretend to care. Airbnb was no better. They sided with the property owner and the $1,000 we spent on a 2-day rental was down the drain. We would have been more than happy to get the refund as a credit and spend it on another rental that wasn’t falsely advertised. But no such refund/credit was issued. Airbnb’s customer support is almost nonexistent so be super careful before booking that the rental is something you really want, because you won’t get in touch with another human for weeks after filing a complaint. We will NEVER use Airbnb again and we have told all our friends and family to stop using them as well.
Low Quality Long/Short Term
by Nicholas_456 on 2020/07/23 16:54
I’ve been renting with Airbnb for over 4 years, mainly for the convenience of short term stays for business travel specifically while living and working in Miami. Nevertheless, as I made more money and gained more vacation time I looked into long-term rentals for leisure. The pictures presented on the website weren’t consistent with the actual rentals upon arrival. In addition, to the last minute cancellations after the booking’ been confirmed. I will take responsibility for my actions when I say my spouse and I share an account sometimes to make things more, “user friendly” while we’re traveling and in different locations. For example: When I’m on business travel in a hotel and I need a last minute arrangement because of a delayed flight. Lastly, since the shake; downfall and switch of Airbnb’s upper-management. The quality of Billionaire revenues companies have yet to suffice the quality of there products. I am a Real Estate Listing Consultant in America and with that being said, we are held accountable for our actions accompanied by the products marketed and distributed. My advice to you, find another trustworthy short and, or long-term rental agency accompanying a plethora of qualities for your needs. With Warmest Regards, — Former AirBnb Renter
Horrible Customer Service
by alexgray4798 on 2020/08/03 18:01
I had my first and last stay with AirBnb almost two months ago. Customer service is horrible and I will not be using this service again. I decided to leave early from my stay, because the host had me under the impression the neighbors were calling her and telling her false information about me and the two others staying. So I left the stay early due to feeling uncomfortable with the neighbors. As soon as I get home, the owner decided to change her story and tell me that “friends” of mine were the people contacting her, not her neighbors. The host decided to put that in the review about the guest (me) along with multiple paragraphs of NOTHING BUT LIES. I contacted AirBnb about this, and after about a month and a half of waiting, they finally replied and said those paragraphs of lies and exaggerations “followed the guidelines”. Meanwhile I can pull up their “guidelines” and point out everything wrong with that review and how it doesn’t follow them. For example: “Content that refers to circumstances entirely out of another’s control”, “...assumptions about a persons character or personality”. The review broke both of those EASILY, yet AirBnb finds it completely okay for a host to write nothing but lies about a guest and ruin their reputation.
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