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Cindy from Palm Desert, CA - Loving Airbnb
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!
Quiksta24 - You Don’t Always Get What You Pay For
The first thing I will say is to ALWAYS use a credit card when booking a rental through the Airbnb app. I recently learned the hard way that Airbnb Support represents the host, not the customer. I booked a one night $400 rental in Big Bear through this app on August 4th of this year and after arriving at the place my wife, kids and I realized that the pictures on the app did not match up to what I actually paid for (it was false advertising). We immediately walked out of the place and I called Airbnb Support to tell them what had occurred. They told me that they would resolve the issue and get back to me regarding my concern. The next day they called and asked if I had taken any pictures of the rental and I informed them that Airbnb Support never told me to do any of that. They placed the burden on me to prove my case even though I never used the rental and called them within minutes with my concern. I could have gotten another rental that same day (I didn’t book the place till almost 6PM) for much less, but I based my decision on getting the rental in question because of the pictures that were displayed on the app (the place looked modern, clean and new; what we walked into was much older, lacked character and looked like some hotel room). I am still trying to get my money back, but let this be a lesson so that you don’t struggle as I have. Use a credit card and you will have dispute rights (I used my debit card).
ÅBÇDÊFGHÏJKLMNØPQRSTÚV - Awful Customer Service
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.
Sam Battle - The worst service ever!!! Hotels are way better!
First off it takes forever for Airbnb support to get back in touch with you. I dealt with a place INFESTED WITH SPIDERS! And it took DAYS to deal with customer service for a solution. They then wanted proof and I sent a pic of one spider and they said it was NOT ENOUGH EVIDENCE! Then I sent 4 pics of 4 different spiders and THEH CLOSED MY CASE WITHOUT A RESOLUTION! A hotel would NEVER make a guest prove an infestation to change rooms!!!!! And they wanted me to talk to the host about it like I want to confront someone about their spider infestation in Their home! Thats not my place! I paid hundreds of dollars to be comfortable!
I literally slept with all the lights on to deter more spiders and slept with a towel over my eyes to block the light!!!
I also dealt with an issue where I wanted to stay in a place for 2 weeks but needed one night to not be there since I was working in a town for one day an hour away. I didn’t want to pay the “arbitrary” service and cleaning fees just because I needed one night away which could add up to be over a hundred dollars. Their support said I could not so this and that I had to make 2 separate bookings and pay the fees twice!!!!!!! What!!! Hotels don’t do that! Hotels don’t charge you those arbitrary fees either! This whole company is just horrible! And I travel 100% of the time so they will be missing out on $2400 a month from this guy here!!
$@h67 - DO NOT RECOMMEND THIS APP!!!
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.
Hoodoo2 - Ridiculous
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.
Treviewsapps - The absolute WORST customer service!!!
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.
Dustpal - Why yes, I would like to stay 30 minutes away from my destination
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.
FenderBoss - Great service - serviceable app
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.
Ashley K05 - Don’t stay with AirBnB
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.
Leaux3 - Worst customer service ever
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.
sea225 - So far it’s been good, but needs a little work!
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.
DellDyn - Average
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.
es-py - Do Not Do Business With This Company
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.
Inn Bloom - ♥️Airbnb
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!
Emb 927363404 - First experience with Air BnB is so-so
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.
ehowle - Cancellation by host
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!!
FoodVeggie - Horrible Customer Service!!
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.
julieandbobk - Terrible site/ company - no stars
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
Ashley Feliz - Literally -5 stars if it were possible
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!?
guesswho!! - Good App, but could improve with some bug fixes
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.
Robert Ryan - Problems taking photo on iPad Pro in landscape
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.
foxsoccerruinedstreamingsoccer - Worse experience than I could even imagine
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.
Smokentoken123 - Nothing but problems
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.
Awzum3 - Unforgiving and Unhelpful!
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.
D8796 - App is fine. Customer is awful.
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.
Alex102593 - Terrible Customer Service/Assistance
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.
User265337 - Don’t expect any help if anything goes wrong.
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.
Zero stars!!! - BEWARE! Should you want a refund from a MOLD infested shack
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
Some1withAcomputer - Push Notifications are Glitchy, amongst other things.
Going on over a year now, and confirmed it with a newer phone, the PUSH NOTIFICATIONS DON’T APPEAR half the time, if not less. (I.e the app badge, and banners). There were periods where was missing responses and threatening my response time stats because the app simply wasn’t notifying me that a message or inquiry has been received. Yes I’ve checked all the notification settings in the phone and app, and yes I’ve re-downloaded the app a handful of times. Still the app seems to spontaneously choose when to notify me of stuff. The work around is turning on texts and email as means of communication, but frustrating since now I’m forced to basically have triple versions of any given message, just to be safe I’ve mentioned this on the phone to them, but no real solutions were made obvious to me.
Other stuff: The app is persistently brings up a “network error” message when the network is totally fine, and it tends to find itself blocking some important button I need to press. The calendar in host mode always seems to automatically load to a month or two earlier than the present day, so you have to scroll every time, just annoying really.
Asufhes - Good app except……
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.
gatoloco* - Cherry’s place was amazing. Cozy house with beautiful touches.
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!
Johnny Gale - Customer Support
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.
Bc2socal - Bad Customer Service
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.
Sagasorus - Horrible experience . They really have gone down hill
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
P. alexis - Great customer service
I had a potentially horrible stay at a host location. It smelled terribly of cat urine and feces as soon as the door opened. I set foot inside and realized the the bedroom light didn’t work and it was pitch black besides the flashlight on my phone. The front door wouldn’t close correctly unless you turned the deadbolt. Just ridiculous and smelly. Immediately called Airbnb for a refund and they responded amazingly. I provided pictures and video of the place and got a full refund and the host’s privileges were revoked. They also set me up with hotel accommodations for the night as it was late and no other Airbnb’s were available until the next morning. I spoke with the same person every single time which made customer service amazing because i didn’t have to retell my story and explain myself to a new person. The CS manager called me and emailed me within a very timely manner. It was all resolved in about 2 hours! I’m very happy with the service and will continue to use Airbnb.
yellow tail 23 - Reimbursement- communication
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.
u may not like this but - Hard 2 c, find, use
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.
Nicholas_456 - Low Quality Long/Short Term
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
alexgray4798 - Horrible Customer Service
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.
Charlotte Dyess - Never using Airbnb or their services again
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.
Mr. WAT112233 - Choose another option
I got the app, signed up, put in information to verify my account, and was locked out so they could review my information to verify. This is understandable. However, after two days and no reply, I contacted customer service and they said they could not help me and my account would be assigned to a case manager who would get back to me “shortly” to resolve my problem. Slightly irritating but still understandable. Two more days passed and I called customer service again and received the same reply, however they stated that they would get back to me within 48 hours from my original call. So now, 4 days have passed and still no reply and my case was not assigned to anyone. I waited another two days with still no response and had to find another site to book with as time was running out. NOW, OVER 3 WEEKS LATER, my vacation over with, I still have received no communication from Air B&B and my account is still locked, not even allowing me to look at the website. As, the company has grown you would thing they would expand their customer service, but apparently do not care to. Will not be using this service (as if I had a choice) in the future. There are better services out there.
Long-time Fan and Follower - No longer supporting Airbnb due to discrimination
I understand this is a review of the app - but would like to share my recent experience with Airbnb. A host left a review on my profile that was sexist and disgusting. Despite my entire history of perfectly treating Airbnb’s, the company refused to acknowledge the comment was sexist - conveniently, the two hosts were men and only acknowledged my partner (male), yet attacked me in the review. The Airbnb correspondent handling the case was also a man, who told me it was not discriminatory in his opinion.
I hope Airbnb will focus more on customer service and experience, because this is disappointing after years of supporting this company. Men shouldn’t be deciding what is and isn’t sexist.
But, to make this legitimate to the app, it’s pretty buggy. The messaging app will frequently triple or quadruple sending me messages or not send them at all, and leaves illegal Airbnb’s listed (as I’ve experienced then having them canceled as it was not legally listed, or having an uncomfortable experience getting to an Airbnb and finding it is illegal due to city laws). I’ve gotten to the booking stages before only to have errors, despite the space still being available. Usually takes several tries before it actually goes through.
Horrible pop-ups - The worst customer support ever!
If you’re planning on hosting you need to make sure you don’t use Airbnb! They’re the worst for helping you out. They don’t take the full amount from the guest and leave you hanging dry whenever there’s a payment issue. If they’re going to sit back and collect money from service charges, occupancy taxes, etc. they should also collect full payments from guests and release them as the dates approach. I had a issue with a guest staying 2 months and not paying anything the 2nd month. When I asked Airbnb about non payment they said they tried to collect and there was an issue with that. The guest ended up leaving in the middle of the night, stole numerous things, and didn’t pay. When I reached out to Airbnb they said they’d look into it. I had to do a reverse number search and come to find out this guest that was staying was defrauding people. AIRBNB Does a terrible job of actually filtering who’s using their platform. This lady has been convicted of nurse impersonation and battery and assault. Only reason I was able to find her actual last name was because I did my research. Stay away from Airbnb! They’re not there to help you at all. They haven’t even responded to me. It’s been a week!
meerkat19871987 - App needs more functions for hosts
The app was designed great for renters, everything you need is there. However, for hosts it’s lacking in resources. First off and most important, there’s not a way to setup notifications and reminders of when guests will be checking in (atleast via mobile notifications), leaving you too manually set reminders using other apps. It does send an email out roughly a week before, but it’s not as good of a reminder as a mobile alert would be. Plus, you should be able to customize reminders to your preferences through the app, with how busy everyone’s lives are it’s hard to stay on top of it all of the time. Another huge problem we’ve had is issues with receiving notifications of new bookings and inquiries. Some days we will get them, others days we won’t, so I have to constantly check the app in fear I may have missed a new inquiry. Customer service is absolutely amazing, as a host they’ve been outstanding in helping when problems arise. I hope Airbnb will see this feedback to help make hosts lives a little more efficient and simple.
FUNky Super Host -Trudy - Owner
Airbnb has become my exclusive Hosted Listing Website for 6 years! I have tried others too, plus have my own website. Air is my favorite and most dependable Hosted website! I love Air because: Customer service works, my guests are screened-quality people, Pay always drops into my business account, I can apply my listings information and photos via my phone app, and I have enough guests to keep me happy! I am older and disabled. Air and with outside help, and my dependable guests gave me hope and have saved my real estate property from being foreclosed. Their business I believe has saved my life and given me a chance to get back on my feet and be able to pay taxes again. Air is good for the US, State, local and citizen’s economy. Most of all.. my over 200 reviews tell the world that travelers like the idea of being able chose variety and unique spaces to relax at. But no competition can beat out Air’s experience providing quality app and customer service! Air is Super!!
tstecker - Support is thin at best, and hosts do whatever they want.
The Air BB support is limited. I made a somewhat last minute reservation (1 week in advance) I was asked to pay additional money for tax direct to the host ($200+) None of the payment methods worked and no one answered the phone. Uncomfortable with the reservation I moved to cancel it. I was informed I would only receive $250 or the $1900 payment. Even though a booked it 24 hours earlier. I called Air BB support. Was put on hold for several minutes then told they would call me back. After 4 hours I sent a message which was answered shortly afterwards informing me that I would receive a call soon. 4 days later I called again. I was told that the payment request needs to go through Air BB platform and that the reservation could not be cancelled. Now stuck with a reservation I’m not happy with, I’m being forced to pay and move forward or forfeit $1700. I’ve had good experiences using this service but the last two bookings were not good. USE AT YOUR OWN RUSK! If the host is shady, Air BB cannot and will not help you resolve it to your satisfaction. Only the satisfaction of the faceless host. In this case a vacation company. Who never gave me a point of contact that actually worked.
andrezs48 - Cancelled my stay
So I booked a reservation stay in Denver and everything was going well I made the account and did the following steps to book the reservation until I got to my payment everything went through they took the money out of my account and all so we are on our way to Denver and the booking host calls me and says I’m going to have to check in at a later time check in time was at 10 in the morning now he wanted us to check in at 4 in the afternoon we would basically loose 5 hrs in day Airbnb but we said no at first cause it was like money wasted but we still wanted to enjoy the trip so we all said ok that’s fine we will drive around till then 30 min later we get a call back from the host saying Airbnb cancelled my reservation cause my account wasn’t valid but took my money took my proof of I’d all the following requirements I did was for just to get rejected on the reservation now I have to wait 3 to 5 business days to get my money back mind you that I’m on my way to Denver now we have no money for a booking hotel they left me broke on my vacation and I’m not happy with service from this app not a reliable source if you don’t want your vacation ruined don’t book on Airbnb.
HoneyBeee000333 - DO NOT BOOK WITH AIR BNB
I booked a stay with air Bnb through a Guy named Vic in Decatur GA And was scammed out of my money. After booking a room for a week and the Host ACCEPTED my request AND payment; I contacted the host to receive instructions on how to enter the home and the host tells me the room is NOT available. The host then lies to the representative and tells them he said no such thing. The Representatives all (3) that I have spoken with all had NASTY attitudes and could not accommodate me for the POOR excuses and services that AIR BNB provides. Now I’m stuck outside in the cold with my children due to the negligence and poor services that this company provides. This is not the first time that this situation has occurred through Air BNB.I blame Air BNB for allowing people like Vic to continue to provide services and I Blame Air BNB For not allowing their customers whom spend their hard earned money to feel as though We are respected. They treated me like Trash and I would really hate to see someone else end up in a situation as such. So before booking with this company please weigh your options. They will give you a complete run around and there would be nothing you can do. It’s 30 degrees outside and now my only option is to wait on God. God bless America
Neneyoung0 - There are better services out there
There is other places that do this same thing with better customer service. Think about it, do you want to rent from a hotel that you can’t call? Nope! Also I have to beware of scammers as they don’t check all the listed places out.
I rented an apartment at a nice place and asked if I could extend by one day, they said yes so I asked if I can check out at the regular time and owe nothing since they hadn’t taken the money yet. My job called and said they needed me at the start of COVID pandemic. The apartment said yes, all the way home I was trying to correct it online and had no one to call so only messaging them. Wanderjaunt said I had to call Airbnb, Airbnb said I had to call Wanderjaunt and it went back and forth numerous times till I gave up! A month later the money came off my friends card!!! In middle of pandemic!! I message air bnb who said I had to request money back from wander and wait 72 hours till I could then involve air bnb. No response so I involved air bnb who said my host denied it and nothing they can do. I contact Wanderjaunt direct and they say they would help if air bnb contacted them. So air bnb never did they just denied it smfh!! Never again!! I give up! Go to a hotel!!!
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Josiex22 - Great customer service
I had a host call me the afternoon of our booking to say the place we had booked wasn't available anymore however could move us to another apartment 15min drive away. Given my work was next door I didn't want to accept the proposed unit. The host requested that I cancel as they didn't want to cancel and incur airbnb charges. If I cancelled I would have been charged cancellation fees. I called airbnb and spoke to Phoebe who immediately addressed the issue with the host and my refund came through within 30 minutes. Awesome service and thank you. This has never happened to me before and given the great service I will continue using airbnb. As for the host Apartments Domain Melbourne I will never use then again as not being charged cancellation fees by airbnb - even though they were in the wrong - was more important than serving me as their customer and most importantly doing the right thing. Thanks airbnb!!
jaymelb2019 - Good work Airbnb
Airbnb has certainly revolutionised the travel industry and made new options other than hotels. The customer first focus is what I really like and need out of this service. You go to a foreign place, things are not what you expect and Airbnb is totally understanding of this. Perfect. What I would like to see is a delete message function. Currently it only goes archive. Also, I would like Airbnb and grab to partner so that I could be taken straight to the place. Currently I’d have to copy and paste that location to another app. Which isn’t intuitive. Further, why don’t Airbnb get hosts to offer free mini bar and free airport transfer services and free laundry as an option. It all adds value and everyone benefits. It may cost abit more for the room but this is convenience that travellers are sure to appreciate.
DebBatGirl - A great way to travel mostly.
We use AirBnB a lot. As in we have just travelled around Europe for 6 weeks only using AirBnB to make bookings, and I have made pretty much all accomodation bookings in last 6 months with AirBnB.
We have discovered a few things along the way: if you raise ANYTHING with the host, don’t expect to be reviewed. For instance recently we stayed with “Tom” from Vladivostok (name and location altered). He told us there was HEAPS of on street parking. We arrived to a street barricaded by roadworks, which started up at 7.00 am each morning. We encouraged him to let the next person know,so that they could avoid the parking nightmares we had, AND we left a glowing review (we did like his place). No review for us in this instance. The survey questions also elicit positive responses, what people want to know is: is the bed comfortable, the water pressure in the shower good? Is the street quiet? Is the host easy to get Along with? Do you have adequate privacy?
karl20 - The Airbnb Experience brings back the world back to me
I enjoy being part of the Airbnb family and it brings the strengths of cultural, religious and ethnic diversities, enriching our lives and helping to become truly a global citizen.
Bringing communities together and enriching the cultural, religious and ethnic diversities makes the shrinking world,a better place to live in.
My active professional life led me to frequent global travels to conduct and attend workshops seminars and participation in International Water Week celebrations and exhibitions.
With my retirement from active service,I suddenly found the door was closed to the outside world, resulting in a stressful situation in my retirement life.
Airbnb brought the world back to my doorstep and I enjoy every minute of being an Airbnb host . May the Airbnb go from strength to strength to make the world a better place to live in.
Ceri and fam. - Love Airbnb!
We have used Airbnb extensively in the past 4 yrs. we have travelled to Europe twice in that time staying for 8 weeks each visit. This last time (December 2018 - January 2019) we travelled in Greece, Romania, Austria, Czech Republic, Netherlands, Switzerland, France and UK and stayed in 9 Airbnb properties ... all were exactly as described, and we were only disappointed with one property, but saying that it was not a disaster by any means .... just way to small!
What I love about Airbnb is the variety of accomodation you have to choose from. It caters for everyone, no matter what your circumstances and bank balance. Additionally, the booking and payment process is simple, fast and safe.
Personally, I would never bother to look for accomodation by any other means. Can’t recommend Airbnb highly enough!
Alan & Chris Hughes - Outstanding overview of the Las Vegas strip
Jonathan was an enthusiastic guide to his adopted city. This was a balanced and exhaustive introduction to the glamour and kitsch that is Vegas. But much more, it was a guide to the history, to unexpected quiet retreats amongst the furore, and suggestions for best coffee, best food, best drinks... even best ice cream and chocolate! In short, how a local takes advantage of the amazing infrastructure at a very reasonable price. I especially liked that Jonathan was totally committed to giving a really thorough tour, even going overtime to nearly four hours. Also both pre and post tour, he emailed us a guide and suggestions for further exploration. And he was totally genuine in his admiration for Las Vegas 😊
Very highly recommended, excellent value, especially for visitors who might be staying a few days or returning. Thank you Jonathan !
Langgas - High quality guests
We have been running an AirBnB in a small cottage in our back garden since May 2018 and it has been a huge success. It has provided us with some badly needed retirement income and the process of gaining Superhost status has been fantastic. But what has made the whole experience most pleasurable has been the guests. They have been respectful, friendly, clean and tidy, good communicators and generous in their reviews of our cottage. Many have said in their reviews that they would like to return and so far we would have no hesitation in accepting them. We hope the trend continues and we are grateful that AirBnB has made this possible as we have put a lot of effort into providing what we believe is a quality experience.
Jeffa R - Safe and Efficient
I’ve been both host and traveller with AIRBNB for more than five years, since they were just a small company. I’ve rented out my rooms in my home in both Australia and Indonesia. Of course things have changed a lot, as they adjusted to managing a huge organisation, but overall I think they do a great job. Certainly from my point of view It’s a much safer, simpler process to do my bookings with them when I travel - And I meet wonderful people and stay and fascinating little places. As a host, I’d never let people stay in my home any other way. It is far easier to check on potential guests, and to manage the process of this day with me, thanks to this brilliant system.
Faithful fan ben - Cancellation by host
I can’t believe that after people telling me to be aware of using Airbnb due to so many problems with host and bookings .
I finally decided to give it a go , and guess what ? Yes
The host of our beautiful condo decides to cancel our booking because he had another long term client wanting to rent it out , which then left me back to having to find another condo within 15 days of arriving and now prices for those condos are now much higher than when we first looked at booking them .
So my friends were right in warning me about using airbnb because it is far too easy to break contracts and leave me as a customer without a place to stay or pay a lot more for a similar condo .
I don’t think I will be booking my next holiday with Airbnb as I should have stayed with Agoda who are amazing and never let me down .
iconnors - Some fixes required
I use the Airbnb app all the time as a host. Some fixes required:
1. When you click on calendar to see future bookings often the app freezes. Work around is to close down app, open it again and go immediately to calendar. Annoying.
2. Progress of future earnings graph does not work very well. Often cannot click on the month in the bar chart to see the amount of earnings you will get and the $$$ title of the bar chart is cut off on the y axis.
3. The amount displayed in the monthly progress chart seems to vary slightly to the actual amount expected to be received based on bookings if you add up all transactions.
4. Would be good for the monthly progress chart and other stats to show gross and net (excluding cleaning fees).
Shane&Eli - Feedback
We are Superhosts on Airbnb and we enjoy a lot all the experience on meeting and hosting people...we used to only advertise through Airbnb before, but we found out that the rates applied to the guests vary and are much higher than we thought... it’s not very clear to the host who has to set up prices accordingly...
The biggest issue we have is the word VALOR...this is the word Airbnb uses to translate for VALUE. But in Portuguese it actually translates to COST. And when a guest gets asked to give a star rating for COST rather than VALUE, the outcome can be very different.
I would like to thank you for your attention and look forward for your response.
Shane & Eli Kemp.
Jo108108 - A Day Not To Be Missed!
A fabulous experience from start to finish. We were picked up and enjoyed a 2 hour trip to the Atlas Mountains. Stopping along the way to enjoy local wares and take photos. Loved witnessing the home cooked Berber bread that we then ate as part of a lovely light Berber breakfast.
Walked thru the village, then drive to the mosque and onto meet a local potter. Made a tangible, which was a treat. Back to the Local host for a traditional Berber lunch(which was truly delicious). Then headed back home. The driver Hassan was very professional and safe. Said was also professional, informative and a fantastic guide. The Berber hosts were very generous. It was a major highlight of our trip to Marrakech.
whatdoyouwantofme - Hidden Gems of Hoi An
We had a wonderful time with “Happy Harry”, our host and his helper yesterday morning. He picked us up at our Villa promptly at 8am. Unfortunately we did not know that we were expected to travel by motor bike, being an “older” couple we prefer a safer mode of transport. Harry ordered a car for us and we were on our way. The tour was everything we expected and more. Harry is very professional, knows all the local people, the food was amazing and our total morning was so interesting. He took us to places we would not have found on our own. Thanks again Harry. regards Bronwyn and David Allan
Back Road Jac - Outdated listings not removed. Can’t be trusted
My friend has had people turn up at her home, thinking they have booked in to stay. It was hard for her to convince the two guys that her home is not actually available and get them to leave. My friend is understandably anxious about more people turning up.
Turns out previous tenants listed the home on Air BnB and haven’t removed the listing. The real estate agent has tried to contact the old tenants but they aren’t taking their calls. Air BnB won’t talk to my friend or the agent - only the people who made the listing. My friend can prove she has a lease for the property, can provide photo ID with the property as her residential address and the agent can supply proof of the old tenant’s written notice they were leaving the property but Air bnb WON’T LISTEN!!!
This is unfair to my friend, and unfair to people who think all the listings are current.
Slobagobs - Rating the app, not AirBnB
I am rating only one star after 12 months of use. The calendar, which is the backbone of this booking tool constantly freezes. Having to restart the app to use it. It doesn’t happen every time, but it is so often that it is buggy & annoying from someone in the business of service. I have comlpained to support on every support call, the staff who are polite & say they pass the feedback on. The feedback isn’t obviously getting through & it is really disappointing.
Also as a Superhost, changing a booking is not an easy task. Hosts need to have a booking tool to adjust, # of guests, # of nights, special offer $$$’s & other tweaks to a reservation, as probably 20% of my guests rock up without having properly read the listing/booking thinking they can get away with bringing extra guests or similar.
Pick up your game AirBnB app dev’s
our beautiful home - Love working with Air Bnb
We have the pleasure of working with Air Bnb through a home we own . Since changing it from an investment property , it has been a delight to host beautiful guests , all I have to do is provide a 5 star experience and Air Bnb through their platform provide me with a steady stream of guests . Air Bnb are Professional , helpful , organised and are always at end of phone to help . It allows you to be able to shine to to the world at large - as long as you work at your part .
Well done Air Bnb - grateful we can be part of your journey and you in ours !!
Ingrid and family
Danrhys89 - Threatened by host due to refund request
So we booked in advance for a place in Thailand. We were due to stay at Sunset Plaza in Karon with the host being Michael. The place was nothing like what we booked, it was filthy, covered in ants and had personal documents from the previous occupants!! The “security guard” was creepy and made us very uncomfortable and there was no privacy in the apartment to change. We were forced to stay somewhere nicer. After raising the issues with the host Michael we were abused and then he THREATENED us if we wrote a bad review or requested a refund. I reported this to Airbnb and as expected they didn’t do anything about it, they said because we didn’t tell the host about our issues (which we did, he declined to do anything) then we didn’t get our refund. Will never go with Airbnb again, you’re not protected at all.
Fede_Tb - Bad UX
I think Airbnb being such a huge enterprise should invest a little bit more in UX, as the experience using the app is the most unfriendly I have ever seen. For prioritizing the “Plus” places they relegate what the user is actually looking for. If I search for a specific location it is because I don’t want to see other locations than that one, and the listings are all mixed up and it becomes impossible to compare. In addition, if I see an ad on Facebook about a place that I’d be interested in, it takes me to the home page, not that one in particular.
I also select the number of guests and it still shows me wrong options.
I think the desktop website is excellent, it gives you everything you need but the experience using the app is horrendous, you still have so much work to do.
Sandmark13 - How to measure
I am not sure how to do it, but I would like to see a measure of the overall assessment of an AirBnB property that considers the price and value for what you paid to stay where you wanted.
I.e. you cannot complain if your room is not the Hilton and you paid half the price to be in the same location. You should put up with a few issues not being up to standard.
We use AirBnB to have a bit more room than a hotel room and have the option of cooking a breakfast or occasional dinner.
How we determine the overall satisfaction of price, location and amenities provided in one tangible measure I am not sure.
P.Rush - Love the app and will never go back - makes our holidays so much more enjoyable!
My boyfriend and I have done a lot of travel over he past 12 months, and have used Airbnb all along our journey.
Not only do you get to "live like a local"; you get to meet the local and this person becomes an instant buddy with a wealth of local knowledge. Some of the best meals we have ever eaten are a result of host recommendations!
The other wonderful thing about Airbnb is that it allows you the luxury of living day by day. We travel to a town, if we like it we can book in to stay that night.
kstubbs97 - Great half day tour to get to know Colombo
My guide, Rushad, was very knowledgeable, helpful and spoke excellent English. We spent a lovely afternoon visiting the highlights of Colombo starting at the port district and St Peter’s church, followed by a visit to the Currency Museum next to the old lighthouse, took a stroll along Galle Face, and finished the day at a couple of lovely temples including one on the lake and another conveniently located close to my Airbnb. As I was the only person on the tour I even managed to have Rushad squeeze in a couple of unscheduled bar stops! Excellent tour which gave me a very interesting overview of Colombo and its history.
Bethrealistic - Ruined my holiday
Airbnb Experiences' faulty booking system took payment from me 7 times despite receiving error messages that no payment had gone through, then their customer service team lied to me repeatedly when I pushed to have my money refunded, saying that they had "automatically" put a refund through, and refused to issue me receipts for the refund.
After being assigned a "Case Manager" in a different time zone who could only talk with me at inappropriate times, and who lied to me repeatedly about the situation, I ended up calling the Airbnb number repeatedly myself to push for a refund.
Now it turns out the refund has only been processed this morning (4 days later). I'm now being told that it will take up to 15 days to receive my $640 back. Disgustingly unprofessional and inept.
林小俏 - What happened to the calendar? So sad for the new version of the calendar.
In the previous version I could check the in and out rooms by date. It shows informations about which room gonna have guest check in and out in the same day with guests name and number of guests check in. And it also offer you to check individual room. Now I can only check the calendar room by room to find out the next day check in and check out schedule and write down myself. Or I have to do it again and again to make sure I wouldn’t miss any room of the day. And I have to get into the booking detail to check how many guests are going to stay. I don’t know why the update the new version any without to download in the Apple store. How come. So sad for the new version.
bobcanesky - Sooo easy.
Airbnb make it so easy to have guests staying in our Airbnb, the communications between guests is made easy.
The app is also easy to use on my computer and phone.
If you are thinking of doing Airbnb they have ideas and how’s to make your Airbnb happen.
HInt- Have your Airbnb they way you would expect it to be, and go that little bit further to make you guests stay easier.
I.e. If you can pick them up, give them a lift or supply a bicycle, bottled water in there room, it all helps your guests and makes you feel good too.
Fi Poole - Thank you
You have changed my and my families life! We were cutting it fine financially, and now thanks to Airbnb we're peaceful. I know I've got the money to pay our bills and all I have done is rent out a portion of our backyard. We get to make money instead of paying it to the bank each week via our mortgage! Thank you so much for this game changer. What you've created has given us an opportunity, which will grow our family, and help to propel us forward. From the bottom of my heart, thank you.
Couple&cub - Stop over from Cairns
We stayed at Jocelyn’s place as our first stop of our road trip from Cairns to Brisbane. It was my wife, 2 and a half month old child and myself. There are no words to describe the cleanliness and hospitality of Jocelyn, she made sure there was nothing to complain or even raise an issue about in our stay. We only stayed the one night, however would’ve happily stayed longer. Jocelyn has everything clearly labelled for her guests, so it makes us feel very comfortable and welcoming. Thank you Jocelyn!
Beronia99 - Transforming travel
When you travel with AirBnb the accommodation is so much bigger and better than hotels.
Staying in someone’s place connects you to the community.
The AirBnb app works like a charm, allowing you to check booking dates and addresses, while keeping in contact with your hosts. It’s easy to compare places and prices and the ratings seem to be very accurate.
AirBnb is transforming travel into a completely new experience. No wonder people want to travel so much these days.
VAISESILOA - It’s a good app
It’s good and you have real people who have homes that they ta’e pride in cleaning and getting ready for you to use! I’ve used this first time twice in one trip and the couples who I’ve booked with are very friendly and understanding and have knowledge of the area. You can pay for your stay straight away and some app places you can book and pay later. This is a good little app if you want to have your booking paid for and confirmed straight away and you need to not worry about it later. I don’t know about refunds and I hope I don’t have too! Good app!
pikkio66 - Good App
We use this app everytime we organise a trip. Easy to use. Despite loving Airbnb services I still live in anxiety until entering the rented place. Until the last minute I am not sure if Im going to have to face a cancellation or not.. it has happened and it’s not a happy or cheap place to be. Please create a category of rentals that guarantees ‘no cancellation’, just like you have a category of ‘instant book’. Unfortunately the discount offered in case of cancellation never compensates for the distress and last minute search into the leftover and expensive options. Thankyou.
jo the horticulturist - Calendar fails to load once a new update is avail
Reasonably good app but as a host very frustrating recently. Every time Air BnB put out an update I am unable to get any data from the calendar option on the app. I then have to delete it and reload it.. again and again and again.
Also the only other major gripe is under Progress and Future Payments. Since a recent update you see all PAST payments dating back to when you first signed up.. and then have to scroll and scroll and scroll until your FUTURE booking/payments come up.
Rinaz86 - Best app for travel
Wonderful for travelling. It’s my go to accommodation app & I’ve used it for about 8 years now. Always get good service from Airbnb staff if needed to help with a reservation or any issues. The app is often a bit glitchy lately though. The little notification number icon doesn’t disappear after reading messages in the app which is a bit annoying & makes it more difficult to notice when you get new messages.
KAWATTE01 - Terrible experience ever
The host puts misleading information in the description and give us a terrible stay there. We canceled our booking immediately after we saw the terrible place but the Airbnb team only refunded 60% of the money which is the room fee for the next couple days. They still took the service fee ($90) and the total amount of booking is only $660 !!!! They also convince that it’s not their responsibility for the misleading information that the host put.
Bad experience. Terrible host and non responsive team.
Guys if you have to use this app to book a place for yourself. Keep your eyes open clearly because the Airbnb team won’t do anything if it goes wrong. Don’t let it ruin your happy journey.
nSawaw - Good with quirks
Easy website to navigate and a great service to have in general (we generally prefer local homes over hotels), but often strange things happen to the price. For example, it seems the quote can sometimes be less or more depending on whether you’re using the mobile or desktop site. And in general, the prices can change within minutes or change when navigating from the search page to the host page. Anyway, we still use Airbnb for all our trips so 4 stars.
Bigus Discus - Mostly good, but horrible messaging.
From a host’s point of view, the app is fairly comprehensive and you can manage most of your listing with it.
But the biggest annoyance I have is with the inbuilt message tool. Only 2 lines of text are visible, so when you’re writing a long detailed message for a guest, and you’ve got a nice big iPhone screen to look at, the app only lets you see 2 lines of text.
[Developers, have you tried sending messages from the app? Write a long message, then scan back to make sure it’s correct, then cut and paste some text you realise is in the wrong paragraph. Not fun! Is it possible to have an expandable text editor window for sending messages, like iMessage has (starts small, but gets bigger if you’re tying a long text)? Please?]
I imagine this is also horrible for guests who are travelling.
Sadly the web based message editor is only marginally better and still doesn’t get very big.
Overall, just a pass.
house..decor - best travel/booking app
airbnb is one of my go to apps when i’m going on holidays. first of all, they provide a safe and friendly community online, and they have reliable information about the accomodation. very informative, and it is easy to find all necessary and important information about accomodation. the way that you can not only view homes and other types of accomodation for where you are going, but also activities and other things to do there is amazing. for me, i would say that airbnb acts like a travel guide book (except in your pocket). overall, it is an app that makes it incredibly easy to book a stay somewhere, and find things to do. i have seen countless beautiful accomodation all across the globe through this app, and it has never glitched or had any major stuff ups. very happy.
NinaBellaKara - Secret Walk Kyoto - Arashiyama
We had a lovely stroll with Yoshimi taking us to the old parts of the town with beautiful houses, a temple and quaint alleys, places we would have never found without her. We also passed through a beautiful bamboo grove and were able to take wonderful photos, everywhere being most scenic.
Yoshimi also found us an excellent restaurant to have lunch and provided us with many insights of the area we had explored. We enjoyed our morning with her very much.
SUNLINE - Great Service
Thank you Airbnb! You provide a safe place for people to share their homes and properties with fellow travellers without the worry.
I have had several experiences with renting outside of Airbnb but I’ll remain with Airbnb solely. The added protection is worth it.
I have also had a great experience with one of your staff when I was worried about losing my super host status. The problem was resolved and I kept my hard earned Super Host status. The support was greatly appreciated.
Bev from Perth - Morning painting in Paris with Kristina
The started out wet but cleared up by the time the group met together so we were given our supplies, some guidelines then began our work of art.
Kristina was very accommodating and helped with our sketches before we commenced painting. She had already ascertained our skill level so was not overly prescriptive in our application. It was freezing cold and windy! Kristina showed me consideration, moving me to a more sheltered spot and supplying a hot chocolate.
She was enthusiastic with our work and only pointed out the good sections.
It was certainly an enjoyable morning.
JJJTinaroo - Air BNB
AirBNB allows us to stay in some amazing places. The filters allow us to select the type of place that suits us. We enjoy quiet places with a kitchen. This is something you don’t often get with motels or hotels. Some of the places we have stayed have opened our minds to how people in other parts of the world live. Both the similarities and the differences. If you keep an open mind and a sense of humour you can enjoy it all..
Airhost Bondi - Co-hosting
There are some glitches on the iPhone. I️ can’t write the singular personal pronoun “I️” (as you can see) in my reviews. Using the co-host function I️ don’t seem to be able to move from one listing stats to the other. I️ also think there needs to be a few other functions e.g a set timeframe for cohosting if people are only doing it short term to cover holidays. Also would like bigger text for the listing name. My cohost accidentally changed my booking details thinking she was in her listing. Jeni
2#-4&= - Annoying and time-consuming
The app does not allow you to filter for distance from your specified destination and often only lists suburb names so mostly I have to go in to the listing and look at the map only to find the listing is is 200 km away from where I am going.
Also lists all the places that specify ‘no pets’ under the ‘pets allowed’ filter. This has caused me problems in the past until I worked out that any listing that mentions ‘pets’ is listed as ‘pets allowed’ even if it actually says ‘no pets’. This involves checking the house rules tab for each listing +/- sending a message to the host. Super-annoying and excessively time-consuming.
ZSiew - Exciting way to meet people from all around the world
Airbnb has given us a platform to rent out our annex and allows us to meet so many wonderful people from around the world! It also allows us to do it with parameters that we’re comfortable with. It also gives us the safety net by offering great security options and support. Totally recommend the experience to anyone interested to renting out a space and meeting people.
Melitty - Must Have App!
I’ve used this app for many years, I’ve found it to be easy to navigate, has loads of helpful hints what to do and what’s on in your areas you decide to stay in.
All information on this app is fantastic and if you need help, you get helpful friendly service from a customer service member.
I’ve never had a problem with this app and would definitely recommend! 😊
FreshThought - So many bugs, terrible UX if you’re a host
Airbnb has an army of app developers so it’s unfathomable why there are so many glitches and poor experiences
1. As a traveller you can’t filter by the exact location. Just try searching for a particular place and you get hundreds of results but many are not in the specific town or suburb. We’ve just been searching and got given somewhere 200kms away.
2. As a traveller you’ll see a certain price for each property in a search. But when you click on it, the price nearly always goes up as it adds in the extras (cleaning fees, extra people)
3. As a host you have so little control over pricing to influence stay length and the smart pricing recommendations are definitely best ignored.
4. As a host you frequently need to see your calendar of bookings but that feature hangs up 8 times out of ten.
For one of the worlds leading dotcoms such lack of attention to detail is stunning.
Sam_e_d - Needs improvement. Has bugs.
This app is good when its working.
It constantly crashes out in the middle of use. And you need to start your search all over again
The 'Filters' section could use more options. You put in your desired dates and it still displays properties that are booked out. You are forever trying to go through one by one just to find what is actually available on your date of choice.
Gewitterziege - Better photos needed
I only used Airbnb once in Greece and I was very happy with the service. But few times I looked up places, for instance, right now I try to book a place in Byron bay. I am confused about all the closeup pictures of sink taps or pillows and so on. What is that about ? That’s not helping me to choose a place ! And if I can’t see the ocean from your place please don’t post any random ocean pictures, I’d be more interested in what I really see when I look out the window.
Ratherdisapointed - Last minute cancellations
It’s very disappointing when one books an AirB&B months in advance, pays the full amount, only to have the booking cancelled three days prior to arrival. And this was a SUPERHOST!
The cancellation ended up costing us an extra $1400 as we had to book a hotel and as it was a “major event” weekend in the city where we were staying.
We were travelling for six weeks and booked a number of AirB&B apartments. Out of the five booked one was outstanding, two were good, one was very poor and one cancelled. In my view, not a great result.
pup-of-love - Great mobility
Brilliant to have access to my account from my phone or iPad. I'm a host and get notified of queries from guests wherever I am. I can take bookings, message guests, update the calendar and pricing. And it’s just as easy for planning trips here in Australia or overseas. We have used it for The States, New Zealand, France and Belgium and it is just easy and fast. Pretty much 90% of the full website functionality is now in my pocket.
Mez_1 - Air B&B Makes for Great Experiences.
Since starting Hosting Air B&B in January 2017 we have had nothing but positive experiences.
The diverse range of guests from around the world have broadened our horizons as well as celebrating the uniqueness yet amazing similarities we share in this ever shrinking global village.
We would recommend anyone who was/is thinking about hosting or travelling to take the plunge, you will never look back and you will be enriched by the experience.
dan5173 - Problems
App is great when it works but had a lot of trouble with it after getting a new phone number and have been unable to login since. App recognised my activity as suspicious- fair enough new number and location - but wants to verify who I am by sending a sms or phone call to my old phone which of course don’t have. Used a desktop to login and verify my new number but Airbnb keep sending me sms to verify my number which don’t contain the pin to verify my new number, requests to call the phone with a pin don’t work - a frustrating experience
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JQ_1978 - Amazing Business Model!
We are making additional income per year - thanks to Airbnb! And this app streamlines the whole process!
zefros - The ap does not working
Can't login and the issue was supposed to be resolved rapidly ..... not really
ValerieGiguere - Too much security is ridiculous
To be forced to download the app, not being able to use the website because you need to take selfies, to have to receive text messages every time you log it and to have to take photos of passports (air bnb is not customs) is just ridiculous and probably the last time I use the forced app and the website all together. Security is important, but this is exaggerated. Gong through customs in a foreign country is easier.
Mzniki - Should be work well by now
I really like Airbnb and have used it several times for my travels, however the app needs to be updated so it doesn't keep crashing on iPads. You have been around long enough to fix this. Use some of your profits and invest in an employee or contract a org that is more than capable to fix your app.
Review 4 you. - Should of booked a hotel...
To make a long short...
Just delete the app, your account, and book a hotel instead. If not, you may just have to find a place last minute, deal with bedbugs, or even a pesky homeowner who will stumble into the space when you least expect it. Let’s not forget the stellar customer service that will side with the host aka the money maker, rather than those who actually pay the bills. I will never book with Airbnb again, and hope that my review will save others from the headaches I went through.
Can12956 - No option to leave negative feedback when host cancels a reservation
I made a reservation that was cancelled by the host on short notice. AirBnB does not provide any method by which I can leave a review to warn other guests about this host because my stay wasn’t completed. When I phoned AirBnB about this, they hung up on me.
billg47 - Idiotic verification method
We live in Canada, and had 4 consecutive residences in Australia. In Melbourne where we landed, we purchased a SIM card for our mobile. New telephone number. Airbnb will not acknowledge and use this new number to verify for FOURTEEN days
Scott Lissa - Great service HORRIBLE USER EXPERIENCE
One of the worst apps and website I’ve ever used. Talk about a necessary evil. Figure it out AIRBNB!!!!
Jen645 - Glitchy notifications
For the most part, this app does what is needed.
But it really bothers me that they haven’t fixed the glitches in the notifications. Even when I answer a message, the notification still remains, as if I hadn’t seen it yet. It’s the same thing with reviews. I’ll complete one, and then the notification still says “write a review”.
Pls fix !
dida6a - Remove listing in Nagorno Karabakh
Airbnb allows listing in Nagorno-Karabakh. This is internationally recognised territory of Azerbaijan Republic occupied by Armenia. Many of original inhabitant were brutally removed from their homes at gunpoint. Can you guarantee the person listing a place is the lawful owner?
What about property rights?
Farah6669 - Karabakh is Azerbaijan!!
Karabakh is Azerbaijan, you can not build a business and make money out of occupied lands of Azerbaijan! Airbnb has been ignoring this fact despite all the official and non official letters and reviews left!!
Aurora2019 - No supervision on hosts
For two nights in row I am changing my hosts in Toronto from bad to worse. It’s like Airbnb has lost its control over the hosts. Dirty washrooms and showers, stinky rooms, too many tenants in one building, broken beds and noisy environment Surprisingly there’s no way to know what kind of accommodation you’re going to land yourself when you are checking the listings. Is it a family renting one room or a building owner renting all the possible spaces in building? My second stay is a room made out of a living room with drywall, I can even hear next door people breathing . My room has no lock and the lists go on. But what you see on the listing is all perfect and nice with all 5 stars reviews. This is so unacceptable and confusing and my question is there anyone supervising the hosts?
The other thing I noticed Airbnb doesn’t post your review of the host until he writes a response. That’s why all ratings are good.
So I will never ever use Airbnb!
Hfjjfn67474hh - Deceiving prices
The most annoying thing about the app is how you don’t know the final price per night until you go through the booking flow. The listing shows one price while in reality it is 30-50% higher with all the countless additional fees. I don’t need to know how you calculate the price, just show me how much it will cost me.
64819/ - Crashes, credit unavailable
This app crashes all the time. Cancels the payments that I already made and on top of that doesn’t let me use my travel credit. I wish I didn’t have to use it but I do like airbnbs as a form of accommodation, I just hate how bad the app is. Also their customer service is sassy and keeps sending me the same useless links even when I tell them they are not helping me. Competition, please show up and make a better version of airbnb
Bored7171 - AirBnB is a bully and needs to be regulated.
I have had so many anxiety filled experiences with AirBnB. There are loopholes for hosts to avoid bad reviews. Listings booked months in advanced can be cancelled last minute leaving you stranded. I have been charged for damage to a listing but still haven’t been told what the damage was and why the amount was justified or given an option to say we didn’t do it (we definitely didn’t)
Risb12 - Google
The messaging function is not very practical as we have to go out to access new messages. Also a direct link from the address to google maps would be more than useful when trying to find the places! For now, from the app, we cannot even copy paste the address...
OnSenCalice - Incredibly bad service
My host cancelled on me last minute and Airbnb is not answering my emails. The app wouldn’t let me consult the help center and would redirect me to my profile. This is an awful experience.
Canuckinyul - This app sucks!
Have an outstanding resolution with Airbnb and every time I try to find out the status, the response is always the ticket is still open. If the ticket is still open why did I received an email asking for feedback on how my resolutions and handled by Charles J. It also repeatedly says it doesn’t recognize my device and want to send me another text so I can apply the number. What’s waste of time and effort. No way of contacting Airbnb direct. Believe me if there was an alternative to this app I would use it!
Alliebee11 - Use to be great- now it’s a cash grab
This app used to be for people wanting to find alternatives to staying in expensive hotels while helping people make additional income. The prices now are ridiculous!! Staying in a bedroom in an non private apartment for $180 is not a good deal. Especially when these places are in just regular apartments with average decor etc.
Carmageddon14 - Buyer beware!
The company cares more about their bottom line and hosts than they do their customers. We had the worst experience on our last trip. The oven and hot tub in a home we rented were non operational for the entire stay. We requested a partial refund and after weeks of waiting they gave us an very insignificant amount. Their justification was that the other amenities were provided as per the listing. These included things like a fire extinguisher and hangers. There is very little recourse for the customer. I will use VRBO moving forward.
reim29 - The app works great, their policies in reviewing stays is poor
I do not agree with the way the site handles reviews for stays within the app. I am basically told that if a host does not respond to a guest review then the guest review will not get published. That is unacceptable and makes every listing suspect. Speaking from the experience of a misrepresented listing and a disappointing stay after our vacation rental. Use a different rental site where reviews cannot be controlled by the host of a listing.
Gary-Diana - 客服人员并不能提供良好的售后服务
Middle age madness - App good but computer application not ok
As an occasional host, we constantly stumble and spend way too long trying to figure out the interface.
We heard through a friend that Air BnB is aware how unfriendly their host interface is - and was thinking about improving, but alas we haven’t seen improvements that make it any more intuitive or clear.
I am taking the time to tell you, as we’ve had good experiences hosting, appreciate the extra cash, but have seriously thought of leaving because of the frustration with your website - and lack of support available.
nf1819 - App needs to be fixed
This app almost never works. It’s completely garbage. The chat features and search features never work. Such garbage!
ruzfab - Needs improvement
The system itself needs improvement. If you end up not liking your Airbnb your hands are tied. It can ruin your vacation and there's nothing you can do but throw your money out the window and get something better. With hotels there is a certain standard, you know what you're getting more or less. Plus they don't expect you to get reviews since YOU are the customer. You're already paying for the service you will receive. Airbnb to me has been a coin flip so far. I got some good ones that are just like the posting and some serious disappointments where Airbnb immediately sided with the host. It's 2019, I will not accept an apartment with a terrible WiFi reception because they're using WiFi from a neighbouring coffee shop... I'll be moving back to booking hotels for my next few trips and maybe in the future Airbnb's way of dealing with inaccuracies and accommodating guests on time will improve.
Jooloponoppto - Airbnb is biased
Airbnb has no business banning people's listing based on the company's own political views. Do not support this bigoted company.
Sophie j111111 - Application peu fiable mais principe génial
J’adore Airbnb cependant ça fait 2 séjours de suite où mon application qui fonctionne très bien a la maison, ne fonctionne pas du tout lors du séjour même si je ne suis pas en campagne avec un mauvais réseau! c’est très décourageant
Mmahal99 - Not a good user experience
I’ve been hosting using AirBNB the last couple months and find the app and company policies to be quite unfair for us hosts. For example, anytime someone has an inquiry/question you as a host must pre-approve them staying with you in order to avoid penalties. I have had several guests ask to park at my place for up to 3 weeks while they travel & only book 1 night at my place. Because I don’t have parking available beyond the nights a guest stays at my place, I don’t ‘pre-approve’ these types of questions, however I always respond in a timely manner. Because I don’t automatically pre-approve these requests, I get punished by my ‘approval percentage’ rate dropping and therefore my listing is dropped to the bottom part of all searches in my area, even though my price & location may be more suitable for guests. I also couldn’t approve someone who wanted to check-in at 7am because I had a guest in the room & checkout is at noon for my place. Because I didn’t approve the person who wanted to check-in at 7am I again got penalized for not approving the 7am check-in. Their customer service is also not good, lengthy wait times to speak with someone and untimely responses to online questions. It’s truly an unfair system for hosts & I will no longer be using AirBNB.
flm manitoba - Can’t book
Screen won’t scroll down all the way. Called support line and the only help they said was to use a computer not an iPad or phone. Not helpful when you don’t travel with a computer. Fix the app please.
Pooping player - Great concept. Terrible app.
Lots of great experiences with lots of fabulous hosts. (And one bad one.)
But I’m rating the app. And it’s glitchy and buggy and and unreliable and terrible. Fix it please. You’ve lost my business more than once and almost again today in Cambodia and tomorrow in Vietnam, because the app wouldn’t load.
Ggfb - Never using this service again.
I have been an avid user of Airbnb in the past two years, however they recently allowed my host to cancel my booking last minute too easily - this completely demolished my trip plannification and I had to book a $300 hotel instead as airbnb had no more adequate places to offer me in the area I was interested in. I will be deleting the app and will never use the service again.
kyukyukyufan - Need filtering on who is allowed to host
Some hosts I met are extremely rude and judgemental, and I had some of the worst social interaction in my life on Airbnb. Host can arbitrarily cancel reservations at any time, which puts guests in an extremely vulnerable position.
Airbnb should really have their hosts tested for inappropriate actions, including discrimination and racism, toward guests.
jon1812 - Anti-semitic
this company thinks they can target the one and only moral country in the middle east. sounds like anti- semitism to me.
HomelessInHawaii - Host died?
Our host was unreachable at the second rental we stayed in(maybe he was dead?). He would not respond to me or the Airbnb support. So Airbnb told us we could no longer stay there and kicked us out on our last night. Not a good experience.
Colin8ch - New version= downgrade
Why would you release a new version that is less usable? The ability to swipe a message in the inbox to move it to archive is gone. When viewing the details of a reservation, the payout amount is now displayed in the title, and changes to "checking in on Tuesday". You can't see the amount any more and you can't click on the amount to see the per night break down.
SeeYaSunn - Best APP EVER!
This app can made you rich!
k.yla1 - Unsafe location
I got a place thinking it’s in downtown Vancouver little did I know it’s on the worst street in Canada!!
Klfun - Victoria BNB
This is our first year with our BNB, it's been a very positive experience .
caperboyme - This listing isn’t available
It presents me listings that when opening are previously booked. It wastes my time when that happens. Fix it and another star
Fleur0111 - Bugs
Too many bugs. Huge battery drainer.
Notification badge won’t go away after viewing msgs.
Why isn’t it compatible with iOS 12?? I don’t see any reason why it wouldn’t be.
Also why is there still no dark mode??!
Renm778 - Airbnb customer service is pretty bad
I rented this nice looking pricey (200$ a night) place with a 5 star rating. When I came, I was shocked to find out that the sheets were dirty from the previous hosts, a bunch of dirty towels in the bathroom, full garbage can, hair in the bathroom etc. I took photos and decided to contact airbnb because I missed their 2 week timeframe to leave a review (which i didnt know they had, but I was busy). After contacting, Airbnb they first said ”we ll be in 5 min with you” then someone send a prewritten reply and left. The automated system then asked if I have anything else I need to say. Obviously I have! I wasnt able to talk to anyone after waiting 1h! Then I write a detailed explanation of my situation. Their reply was we will forward your message to one of our reps. Its been 2 days and no one got back to me. My conclusion is rent at your own risk. Even if a place has 5 star reviews you may find yourself cleaning up after the previous hosts and Airbnb won’t do a thing about it. Better rent a hotel at least you know what you re getting into
sososomaybe - WORST CUSTOMER SERVICE
I’ve dealt with the worst customer service through this app. The amenities promised were not provided and spoke to about it with AirBnb. Rochelle failed to help and closed the case without discussing with me. Furthermore she was very unprofessional by assuming the customer(me) was lying. I had proof of everything and of course the host changed the info after this situation and AirBNB used that changed info against me when I had proof for at the time I booked it was not that way. They really need to look into training their customer service people right and HEARING their customers out. They did all this because they didn’t want to give a refund.
A_ciam - Obnoxious
App is trash. People send you links to rentals and it doesn’t even open in the app. You have to sign in through a web browser.
DonnaSchurman - Not working
Doesn’t work on my old iPhone now with the new upgrade. Not good!
mhotng - ID Check doesn’t work, phone number not accepted. Useless.
A great idea, poorly executed. Ridiculous security checks that do not work (which hotel would ask for a photo of your passport for a reservation?!?) Lost several hours with the app.
Mamasboii - They don’t care
Airbnb doesn’t care about travelers, it only protects itself. Avoid
Horseboss723 - Not user friendly
Search engine should be better than it is now! Very confusing to show listing and bad GPS location mapping
Ringlercorp - Trash Company
“Free Cancellation” actually means a $36 charge which is buried 3 layers deep into the fine print.
Unethical and deceitful. Never using this trash company ever again.
Abe998877 - Airbnb are THIEVES
Be very careful using your credit card on this platform. Any money that goes out of it will never be returned. Airbnb charged my credit card without any reservation from my side. All I did was contact a host and requested to reduce cleaning fees as they were too high. The app then reserved and charged me without my consent or confirmation on anything. I did not even see the amount that was deducted on any page on Airbnb app. They refused to refund me. Contacting them is near impossible. No customer support email! Only in-app messages!! Very shady corporation! 3rd party call center that keeps giving you automated messages of why they can’t do anything! I’m never using this platform again. THIEVES. CROOKS. VERY SHADY. UNETHICAL.
Patrick VC - Complete Scam
They take advantage of the no refund policy since Covid-19 happened. We had an issue and there is no way to contact Airbnb to actually help us. Plus they kept the full amount and wouldn’t return it
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Cougarwhiskers - Honest review
Initially, Airbnb had many problems. Among them was poor customer service support. Recently, through their Twitter account, I receive nearly immediate responses to my Owner questions and problems. Yay! Their Service fees to guest have been higher than other sites like VRBO, however from an owner standpoint, they are currently not charging a 3% transaction fee on credit card and e checks that VRBO is charging, which significantly reduces owner profitability. They also do not have a screwy algorithm like VRBO that can significantly reduce visibility and page views. My only suggestion at this point to AirBNB is to include local and state taxes in the calculations for guest stays. These are now frequently required nearly everywhere and create confusion for guests in either having to post higher rental rates to include the taxes, or a surprise after renting that taxes are due by the guest. I have sincerely enjoyed working with AirBNB and have found the guests who have stayed to be informed, responsible and communicative.
takes too long to set up - What a process to get started!!!!
I got online to find a place to stay 47 minutes ago. I found a place right away and try to book it. When I got to the site where I finally do the confirmation it kept saying it wouldn’t except my card. When I got in touch with someone at Airbnb they said it was likely due to a problem with my bank. When I called the bank they explained to me that there was absolutely no charge from Airbnb and there would be no reason for them to refuse it so there’s no problem on their end. The guy at the bank told me he had issues trying to set up an account with Airbnb as well. The lady I was communicating with told me multiple times she had no idea what was going on and that they would never hold my credit card account for any reason. But when I finally downloaded the app and was able to create a profile apparently that was the hold up. In addition to that they didn’t want my credit card number and they did keep it on file. What a mess. 50 minutes later I finally have a place that would have taken 5 minutes on VBRO.
Hallopolloza - Customer capability needs improvement
Customer Service= not trained well on policy. If you have an issue, ask for a manager.
Gift Cards= never buy one. You cannot apply a gift card in certain scenarios. Such as split payments. I tried to apply a gift card to my reservation when booking. There was no option for partial gift card payment + credit card payment. I could only split the payment in which now Airbnb restricts me from using the rest of my gift card per their policy.
Coupons= I received a coupon after complaining about a bad host experience. Great, it’s still sitting in my account and I couldn’t apply it to my reservation because again, Airbnb doesn’t have the capability to allow multiple payment methods. I couldn’t apply both a coupon and a gift card.
So now I have to book 2 more trips in order to use my gift card & my coupon credit.
I’ve had pretty good luck on the properties themselves but the app needs improvements and customer policies need to be easy to use and would likely promote their gift cards if they weren’t so restricting.
Silverlake dteaming - A++ customer service
Airbnb is a leader in today’s emerging app based economy. Not only do they provide fun, safe, and interesting places to stay, but their customer service is unparalleled. You can be sure that they will consider each case personally, and individually. The majority of my rentals have gone very smoothly, but every once in a while there is a hitch. Each time I’ve encountered a problem I’ve had an Airbnb employee contact me personally, make sure they understand the full situation on both sides, and come to a resolution in which all parties feel satisfied, and supported. Their customer support employees are obviously given the responsibility to make their own decisions based on individual facts, opposed to older, outdated models of customer services where employees are trained to respond with blanket statements, or form emails. Hopefully, other companies will follow Airbnb’s lead, and start to offer services customers can trust, and feel loyal to again.
Esteevenlardizabal - HORRIBLE APP AND NO CUSTOMER SERVICE
If I could rate this 0 star, I would have. My friends and I have been planning to book this specific room, and when we finally saved up, I tried to book it. My account was all set up, and when I booked it, it kept on giving me a “failed verification.” I sent a clear picture of my state ID and a clear picture of myself to have that verification cleared up. So I tried many times to book it, but it just wouldn’t go through. An hour later, I got an email saying that they couldn’t tell if I was the person on MY OWN ID. So I tried to get this cleared up asap and sent another verification. It takes them hours to verify. The beach house my friends and I have been saving up for is now booked by someone else, only because of this horrible app and how slow their process takes. I tried to keep in touch with the host of the house, but the host could not help me with this problem. It is impossible to contact the customer service, because it is not on their site. They expect you to get ALL of your answers from the Help Center, even though it DOES NOT provide everything. This leaves us no choice but to pay a grand for expensive hotel here in Hawaii. HORRIBLE APP
PrinceAbubu25 - DO NOT USE
Hi fellow travelers,
This is a warning against all things AirBnB! I have not had a worse experience with client service, mishandling of information, and just a terrible experience overall. If things weren’t bad enough with all the COVID craziness, I had a wedding planned and booked 2 reservations. The first one I canceled within 24 hours and the site said that I didn’t qualify so they provided only a half refund. Okay, only $1,000 out the window right? Yes, that’s a lot, but what can I do? Now, I am forced to cancel my wedding and while canceling everything else, Airbnb tells me that it’s up to the host to give me the money back. Now I’m out another $2,000 just from booking through this awful site. I can honestly not warn people enough, I will be posting more for those who are interested. But just as a warning I’ve called 3 times now and been on hold for over 2 hours total with not one human being responding. I pray that no one else has to experience this when it’s supposed to be a “consumer friendly” way to travel. I can’t express enough how bad they have been through this COVID process. They will be receiving a call from me every single day until I get a real human on the line.
Western Justice - Not Safe For Property Owners
Are you saying that it’s okay to let a verified Airbnb guest book 3 unverified/unregistered guests that do not have an account with Airbnb?
Here is an example of what I’m dealing with as a host right now. Airbnb doesn’t show anything about the person except 1 review which may or may not be prefabricated. We know nothing about the people. It’s endangering people’s lives. We used to host so many awesome people from various cultures and backgrounds and made good money doing it, but now Airbnb has changed the way they do things based on the grounds of racism. You take one good hard look at all my guests that I’ve hosted and tell me again if we deserve to be labeled potential racists. We accept people of all races and backgrounds. The only people we have zero tolerance for are people that act like they could harm us, and if potential guests are rude and disrespectful or over demanding and have poor follow-though in their communication. Airbnb’s current policies have ruined a wonderful technology that connects people. Like the old saying goes, “listen to your gut feeling”. If you feel unsafe and uncertain, don’t take the chance of hosting someone that could potentially place your family at risk.
A mama who needed this! - DONT. DO. IT.
biggest and worst mistake I’ve made in my vacation booking process. All I hear are great things about these beautiful home, and everyone’s quick to look into Airbnb. I booked two different homes for my husband and I. My payment wasn’t denied when originally booking these places. BUT to complete my payment (pay the other half of my booking) my card is continuously declined. This is only after the host told me to cancel my entire trip I order to add ONE date. I’ve lost money, time. Airbnb is no help whatsoever and told me to just “keep trying” to make this payment. No one has apologized. No courtesy. Nothing. And my host continues to threaten to cancel my trip because my “payment isn’t being made”. If I cancel now I’ll lose 200+$$ never again. Hotels for now on. Update:: the second location we had booked for 6 days from now was just canceled by the host. No Airbnb’s in our price range are available anymore. And for a group of five a hotel is going to be double. Airbnb is a disaster. Ruined our entire trip, and literally profited off of it. Wouldn’t recommend anyone using this app, website or company until they make some serious changes to their policies and customer service.
jaeislit - Cannot get refund due to extenuating circumstance
Airbnb has the worst customer service available. If I could give this review 0 stars, I would in a heartbeat. I have not had any problems up until this point. I’d booked a stay in NC in the OBX. There was a very minor tropical storm set to hit the coastal area, which wasn’t a problem until it was upgraded to a Hurricane. There was no way to travel with all of the damages. I have talked to 4 people on 4 different occasions who could not help me and said that someone else would help me when they could. It’s been over a week and I’m still waiting on someone to get back to me. Had this been something I could help I would not be asking for a full refund; however, neither the host or I were expecting the storm to turn into a hurricane. It’s definitely something I couldn’t prevent. Upon reading other reviews, I have found that Airbnb’s customer service is horrible and that other customers have had similar experiences dealing with refunds. To anyone considering using the app or service, I’d recommend going through one that you know has a line that you can reach someone directly at so that you don’t have an experience like mine.
Wavemuxer - App fairly good but prices misleading
The app is continually being improved which is good, but there are two issues I wish they would fix/modify. I’ve made over 50 bookings in the last 3 years so I have used the app a lot.
One, actual prices are always 20-45% above the “Total price breakdown” shown on the top page because cleaning/service/tax fees are not included. To compare actual prices requires a lot of navigating back and forward.
Two, personal filter preferences are not saved which makes a new search a bit more difficult, or worse, I have to go back and forth because something or other is not clear or I’m trying to compare different places and the filters default back to showing a different set of options which can bring up, for example, studio apts instead of the 2br apts I had previously been looking for. One booking cost me an extra $100 because my filter of 2 people was defaulted back to 1 person which I didn’t notice until the host met me at the apartment.
Issac Luzanilla - If i could leave half a start i would
If you wanna get your money stolen from you and lied to about where you’re staying, this is the app for you, this was my very first time using airbnb and i needed a place to stay that night ASAP, so i got a place and as soon as i get there, right when i walk in the house is thrashed, the bathroom was horrendous, and NOW for the room i was staying in, Instantly when i walked in it smelled like dust, my friend sat on the bed and within 5 mins of laying down there was a bug crawling on him, this place looked like its been used and not cleaned in months, the place was basically infests with bugs... i got out of there immediately and cancelled my stay to go find a motel 6... little did i know they were gonna keep my 240$ for the 2 nights i was supposed to stay when i was only there for a mere 20 minutes... 240$ for 20mins!!!!! The airbnb “support” team was no help at all they basically told me the host had the right to rob me for 2 nights... Never use this app unless you like to just blow money. Horrible customer service, horrible communication, horrible FIRST TIME EXPERIENCE using Airbnb. They let me go broke in the City of Denver. WILL NEVER USE AGAIN ID RATHER SLEEP ON THE STREETS!
Terrificevans - They will not protect you.
I rented a, horrifically dirty, houseboat in Seattle and Airbnb did absolutely nothing when asking for a refund. Complete false advertising from the host all the way down to Airbnb cleanliness assurance. DURING COVID19. Their Covid19, latest updates/cleanliness policies, are all for show. I went through help support for a refund when the houseboat I rented had blood stained sheets, a exploded beer in the freezer, filthy floors, missing window coverings, amongst many other issues. And no luck. The just ask the host a second time for a refund.
I have used Airbnb more than 5 times and have never had a issue. But this one was so major and the service so underwhelming that I will no longer use this service ever. Also it took 3 weeks for any response and then to have them ask me for all the information and pictures again, just to tell me “The Host said No,” to my refund. Why even bother to fake like there is a fighting chance at some refund or mediation. Stick with hotels and use Kayak. At least they can change rooms when your sheets have blood stains or the ocean view is through the window of the boat parked against yours. I will spread the word, LOUDLY about the service and the host.
app enthusiast 1 - Terrible for hosts
Airbnb as a publicly traded company is not mature with regards to its hosting functionality and support. There have been multiple instances where I have been woefully unsupported as a host. For instance, when a user made a stay extension request hours before scheduled check-out, with a declined credit card...airbnb granted the extension and requested that the host sort out the payment issue with the user...then airbnb charged the host $100 for “host canceling” the reservation that technically already ended, stating that they don’t have the functionality to cancel an extension specifically. Or when my listing required an additional person charge, which a user lied to get around, not considering that the host checks guests in personally, and often hosts can count. In this instance, airbnb again said there’s nothing they can do, and that the host had to pursue the discrepancy with the user directly. And at the tail end of it, when the user writes an angry review that obviously impacts future profitability, airbnb refused to take it down.. If other hosts have had similar experiences and have suffered losses due to airbnb’s inept management and lack of accountability, there may be remedies to pursue collectively!
Mcgowse - Impossible to get promised help with problems or emergency cancellations
In principal, I am a fan of AIRBNB. But, two recent bad customer support experiences have left me down on the app. I booked a place in May and the description and detailed directions sent were problematic, ultimately making it impossible to get to cabin via undisclosed ferry on holiday weekend. The host and AIRBNB were not helpful at all. The host changed the listing as this was going on. Despite my sending details including copies of screenshots showing problems and texts with just, AIRBNB not only refunded nothing but simply stopped communicating with me. Unfortunately, I had already booked a cabin in Montana and just learned I need surgery. I am getting bare minimum
Back from host. She is refusing to do more. And, I cannot figure out how to effectively deal with AIRBNB’s resolution center which failed me in May but promises relief for things like medical emergencies. It is all s joke. They will refund nothing. I obviously will never use again. Tread cautiously unless your plans are imminent or in stone. Regardless, one would think they would offer some type of travel insurance, but no...Must make more money ripping people off. No more business from me
Wontbuy - Actual cost & bed ct. hidden under add. clicks & scrolls
I would like total of trip to be the default, and i would like a single person to be counted as a whole person and not half a couple. Put bed count and sofa count in different fields or readily available for selection in options.
In long form:
This app counts people as couples to a default, it would be nice if i didn’t have to put 3 people when there are only 2 just for the app to show me situations where there are at least two places to sleep, or to show places with two actual beds and not a bed and a couch. I recently had to do this traveling with a couple and two singles - (and am doing it again with a different trip). I have to bump out the search to 5 people to find at least three beds. Searching takes longer and is disappointing. Because the $ amount has to be increased just to see 3 bed (not just couch) situations that are actually 2 beds and a couch. You’re looking at amazing places out of budget to find something in budget - so it is set up to disappoint. Each spot i have to scroll through to see if, for four people, it means 2 beds, or 2 beds and a sofa, or one bed and two sofas.
The app also requires the dates i’m looking for, so why give only a per night charge in the preview? And require me to hit book to see the total after all the itemized charges? I would rather see the total on the map, or at the bottom as i look at pictures to make it easier to see if i'm within budget.
taltig - Poor Experience, No Resolution.
We had never used AirBnB before this trip. We booked a property. Whole home, four nights. Paid weeks in advance. Booked weeks in advance. Took our whole family. 16+ hour drive. We arrived, home was nasty. Food left in the fridge and freezer, dirty showers, dirty dishwasher, one of the showers leaked when you moved the shower head. Windows were so dirty you could not see through several of them. We left and checked into a hotel.
Contact AirBnB, who contacted our “host” - who feels we are not entitled to a refund and we should have contacted him after check in to remedy these issues. In my opinion this should be clean prior to arrival. I would understand if this was a last minute booking, but it was not! This host was a “super host” - which apparently means nothing. We were offered a $100 travel voucher, of which we will never use. I’ll never use this app again and will be staying in hotels with a nice reputation. While I understand they do not keep funds in escrow or anything of that sort, it seems ridiculous that no one can do anything about this issue. If you’re looking for a house in Jacksonville, FL, avoid one on Woodbridge Court off of Beach/Kernan Blvd S.
SarahGTravels - An Affordable and Safe Travel Option!
Personally, I love AirBNB. It’s a great way to save money, travel and SAFELY stay in other people’s homes. Thanks to AirBNB’s review system, guests and hosts give each other feedback, which is a great way to have accountability and in turn means that if someone is remotely shady it will be public news. Also, they have the Super Host rating which hosts earn through providing excellent service. From my experience, I never stay with anyone who doesn’t have really great feedback or is already a Super Host. The best way to avoid weird situations (like one review mentioned a spider invasion!) is to always choose a Super Host and read the reviews carefully.
I know there are a lot of negative reviews recently, but AirBnB is actually a great app that’s just trying to handle the virus situation as best as they can. Don’t give up on affordable travel and opportunities to meet locals just because someone else wrote a crabby, entitled review of them.
helps users - The Positive Reviews are Paid Actors
I feel like this app is secretly some garage project. I lack confidence in the app’s capability. They:
Have had many instances of canceling your reservations without asking your permission, which results in a partial refund and requires you to go through the whole process over again; and, if you’re lucky to get the same reservation, it will cost 150% the actual cost.
They asked me to take a photo of the back of my ID. I have never had anyone ask for that side, not even for employment or government documentation. That’s the side with all the bar codes, btw.
I have seen many reviews complaining that representatives from the app do not respond well to inquiries or needs of customers. Requests for complete refunds in emergency circumstances (especially during the COVID-19 outbreak) went ignored. Requests for refunds in cases where the app automatically canceled a reservation without user permission (see above) also went ignored.
I am highly skeptical about the security and privacy of this app. If the program developed by this company runs like it’s employees or it’s financial system, I wouldn’t be surprised if this app were the target of a massive privacy leak.
Jalyssa.a - Don’t use this service. USE VRBO
I think this company is extremely unreliable. The cancellation policy is not even close to being as good as vrbo’s cancellation policy, and I don’t think that the cancellation policy that is in place due to corona virus is fair at all. (Airbnb gives 50% MINUS the service fee, after you cancel 48 hours from booking) they have changed their policy to offer 100% refunds for reservations made before March 14th, and for the bookings that are before mid-April. It is not certain that the pandemic will be continue after mid-April and it will most likely be continuing in the summer. With that being said, those families who will have no choice but to go out of town to their reservations in the summer to avoid losing their money will be put in danger of the virus by this very company. I wish I had booked through Vrbo, who has an extremely flexible cancellation policy and lower prices. (They give a full refund of the booking if you cancel by a closer date before the reservation, and their prices are lower for the SAME quality of places to stay) I will not be recommending this app to anyone traveling and I will never be using this service again for my future travels. 🤠
uwishuknew1972 - Not my favorite thing
I was always hesitant to use this app because of all the extra fees hosts would impose. Booking fees, cleaning fees, etc. More than 1 location has extra fees themselves out of my business. I’m used to staying in hotels where CLEANING is included with the rate and it’s just been simpler and cheaper to book a hotel room. However, when I started doing more international travel and interested in experiencing these countries similar to what the locals experience, I’ve tried booking through the Airbnb app. My main criticism at this point is how quickly they take funds versus how slowly they release refunds. And the issue is not with my bank. Airbnb is holding my money. Nevermind that, by them doing this, might prevent someone from booking another place. Just ridiculous for them to keep funds for so long. I can’t recommend them or this app to anyone. Stick with hotels. I’ve had to cancel hotel reservations before and didn’t lose anything. Funds not even taken until the day of check-in. I booked the Airbnb a month before scheduled check-in and cancelled immediately. Almost 3 weeks later and I’m still waiting for my refunded money. A whole mess.
mixedmedia65 - Changing my rating
I’ve used airbnb very happily for more than a year as i’ve travelled around the US working as an RN, but i recently had a really bad experience with a host and airbnb gave me the runaround for two weeks before closing my case without even really talking to me. If they had been upfront and told me that i wasn’t going to get my $1000 back instead of leading me on about a mediation that was supposed to happen, i wouldn’t have been happy but at least i wouldn’t have felt lied to. Last time i talked to them a few days ago i was told that another case manager would call me. Needless to say that didn’t happen. I use airbnb for the good people out there offering up their homes and there are still plenty of them out there. Be careful when you’re setting up long term rentals because it’s very easy to lose large amounts of money without anyone at airbnb blinking an eye about it. In fact, they seem to employ a lot of people who will say whatever they need to say in order to get you off the phone. Good service, poor customer support.
Glenn from Hawaii - Katija Tour to Sintra
Katija gave our group tour of Sintra, picking us up in Lisbon. She was genuinely friendly, honest, knowledgeable. Katija was interested in who we were and what we wanted to see. She demonstrated flexibility in options for our tour based on our feedback. A number of us were not quick walkers, and Katija made sure that the pace was tailored to our needs. As a result, the tour took a bit longer than scheduled, which was entirely agreeable to us. She adjusted to our needs.
Katija was very knowledgeable of Sintra, and esp. the history and features of Quinta da Regaleira (well worth the visit). She patiently answered all the questions we had. Katija is a lovely person and every one of our group of seven bonded with her and we all felt that having her guide us around Sintra was a very worthwhile experience. We highly recommend having Katija guide you through a unique tour of this interesting special site. Along the way, you may just make a wonderful new friend.
Mark of The Mountain - AirBnB Rocks
We love almost everything about AirBnB. The app is so easy to use. They have thought about everything. Time does not permit me to list everything I love about the app and the service. Let me just say easy is the biggest thing. We are currently in a 16 night trip across Europe. Having the itinerary with all nights on one interactive screen is so nice. However, I wish I had longer after the stay to give my reviews and I wish I could edit them once I have entered the review. I travel only with a phone and the deadline for completing the reviews is before I get back. Editing a review once you have entered it can only be done within 48 hours and it must be done from a desktop computer. So be thoughtful and careful with every detail when entering a review for your host and for your accommodation. We have had 100 percent positive experiences with all of our stays with Airbnb. This will be our third trip using Airbnb.
Spazzfx - Great service, not so great app
Air bnb has been extremely helpful for us over the past few months. We have an extra room in our house and we rent it out through Air bnb which has been very successful and making us some much needed extra money in tight times. It was also very helpful while we were traveling overseas. It saved us a large amount of money booking rooms not in an expensive hotel. There are some risks using the service since you never know what kind of person you are booking from and the space where you will be staying isn’t always as nice as it’s presented in the listing.
As for the app, I’ve encountered multiple problems with guests changing their booking. We were unable to have a guest add a third person to one booking, we had a guest request to stay an extra night but was unable to change the booking through the app. There are some major bugs that need to be fixed for the app to get 5 stars but overall it gets the job done.
Jedi Force FX - Get off your butts and fix it
You’d think a company as big as Airbnb would hire a competent team to develop their app. Nope. Managing 15 listings using their excuse of an app is a joke. It constant freezes and goes nowhere. It’s like it constantly loses its train of thought. You have to reload the app to get your new messages to finally show up in the messages to read AFTER you get a notification that you have a message?? I’m a super host but the app glitches and says I’m 4.3 with only 6 reviews and not thousands. Many other sections don’t fully load. Messages disappear for weeks or years at a time. Now my most recent messages list is a bunch of messages from 2017. Why why why is this so garbage? I love hosting but hate wasting my time. I don’t go on google or Facebook that has a much much much wider user base with more functions and messaging systems working efficiently. Rebuild your site. Stop using so many character filters that slow down the responsiveness of your servers. You know, the one that “(content hidden by Airbnb)” and build an actually stable website and app. I’ve had enough of my time wasted over the years I’ve been using your sub par app.
csayers89 - Left us stranded
Me and my girlfriend have used this app exclusively while traveling for the last 8 years. Recently we rented a place near manhattan for a week. When we got there and were ready to check in, the host decided to let us know that the bathroom hasn’t been working and they weren’t home to fix it. We called Airbnb and they gave us a refund, and began to help us find another bnb in the area. 4 hrs later we have nowhere to go, a car full of our belongings and the person responsible for “helping us” left for the day without even letting us know she was leaving or providing an additional place to stay. Now 3 days later the host hasn’t been flagged and is still allowed to rent out their space with no bathroom, and the people working for Airbnb are acting all of this time wasted and inconvenience isn’t their problem. Luckily we were only a state away from our home and could figure it out, but we’ve used this company multiple times out of the country, and the thought of this happening in a setting like that and their staff talking down to us like us being inconvenienced is a burden on them is why I will never use them again
UkMate - Money and hosts are more important than you!
They care more about your money and pleasing the host than you, literally the worst costumer service, worst policy. If you don’t know anything about the place your going to in a vacation, I suggest you not to use this app. They will not solve any issue with the hosts, as long they take your money and give to the host. Costumers are not worth the time, even the team doesn’t care about your issues. I took vacation to Miami and I booked a house, however the location of the house was in the worst neighborhood in Miami, me and my family didn’t feel comfortable, the house was never opened and I immediately cancelled the reservation and asked for refund. They refused my request even the host him self ignored it. I made contact with the team and they cared less for my issue instead they helped the host to take the money. I never got refund and I will never use this app again. If you go on a vacation and don’t know anything about the areas don’t use this app they won’t help you, you can’t see the locations of the property until you book them and when you do you can cancel but you won’t be refunded.
Tvykm - Horrific experience
I’ve never used this app till yesterday when I booked a house, the guys add was misleading and the air bnb rep agreed, it stated “entire house” was available, so I booked, then the host proceeded to try and charge me more money.. I wanted to cancel and he would not give me a full refund for SAME DAY cancelation because of his stupid strict policy that only gives me 50% back of what I paid.. I asked him nicely and he started insulting me and being rude and unprofessional! I reached out to air bnb customer service and they agreed it was absurd but they told me I needed to deal with the host myself.. I ask him to return all my money and he declined, I spoke to another rep and she said she would call the host to find an agreement and said she would call back in 10-15 mins and never called me back. For my first time using this app it’s been nothing but a headache and has given me so much stress.. so now I’m out $180 that they won’t refund for a misleading listing and a host that is disrespectful keeps my money. I will never use this app again and I suggest if you ever stay in slc Utah to never book with a host named Daniel, because he’s a dirty human being with no compassion, just money hungry!
Footloose adventure - Unexpected surprise
I’ve been traveling from San Francisco, through Canada, to the east coast with my wife and our large dog for two months now and are heading to Europe for 3 months. We are pretty much exclusively staying in Airbnb’s. Before we departed for this road trip we stayed in a few Airbnb’s and were surprised to discover something we did not expect. Before our first Airbnb experience we thought it may be a bit awkward to stay in someone’s home and to have them so close in some cases. We quickly discovered that having a host is very much a positive morning, and that the type of person that would like to be a host is a naturally friendly, personable, helpful person. Every host we have experienced has been great, making us feel warm and welcome. We developed a quick friendship with few them and continue to stay in touch and plan to return to visit it them as much as to enjoy their home.
devon a bennett - Greed over the health of the consumers
Some friends and I where going to attend South By South West in Austin Texas and we decided the best way to book was through Airbnb. Worst decision ever made! We planned to attend March 19-22nd, but it was canceled do to the Coronavirus. So we had to cancel our trip, but I have been trying to fight them on their refund policy since the day I canceled of March 10th! The policy they had stated said you may receive a full refund, but when I finally got in contact with one of the agents I was told they could do nothing, because I canceled before they put out another policy stating if you canceled before March 14th you are no longer covered. If I am not mistaken they have to honor the policy they had up currently which was a full refund as long as you booked before March 14.
Overall this had to be the worst experience with any company I have ever had. Don’t bother messaging them for a response took an entire week, so I called an even then it was an 1-3hour wait for a response. They disregarded the current policy that they have up and make up new policy’s on the spot. Anything so they can keep your money. I will never be use this greedy company again.
KylieBoyCA - Boycott AirBnB ...for expecting donations to “landlords”
In response to AirBnB adding a “donation button” for “landlords...I am DELETING this app and will boycott this company. This is a company that is at least PARTLY responsible for driving up housing costs and reducing inventory of affordable housing in many parts of the world, while financially benefiting many who rent out second, third or multiple “investment” properties...and now users are supposed to feel guilt-tripped into “donating” even MORE money to these profiting capitalist opportunists....excuse me, I mean...”landlords”. Sorry, but someone renting out any property SHORT-TERM with no lease agreement at over inflated prices is NOT a “landlord”.... they’re a for-profit-corporation. Could this socially irresponsible company BE any MORE out of touch at a time like this? Do yourself (and society) a favor... delete this app, use hotels where you not only earn loyalty program rewards toward free stays, but can be assured of an expected standard of cleanliness, have full service hospitality (should you want it) and be financially stimulating an economy that employees multiple people while not reducing affordable rental housing in that particular housing market. #BoycottAirBnB #CorporateGreed #ToneDeaf
kpretto - Wish I could give 0 stars
This company is an actual joke. They allowed a booking company to cancel our reservation with less than 24 hours in advance. They failed to provide any type of customer service through 6 phone calls, over 12 hours, and countless attempts to resolve this through messaging. I will continue to tell my friends and family what kind of poor service we have been provided and will cancel every account I have with this disgraceful company. We drove 10 hours, had 4 people flying in from all across the country and have not been helped whatsoever. We have been given fake coupon codes, hung up on, assigned 4 different “case managers”, and told that we will not be reimbursed any money but rather charged more for last minute booking on a new place. While I understand things happen, the fact that such a large and well known company doesn’t have the ability nor the want to help their guests when THEY put us out last second is baffling and unacceptable. I will never be using Airbnb again, and I highly recommend anyone else considering them to think twice before they do, too.
jmyers1867 - Horrible company
I have used Airbnb three times. The first was great without any issues. The Econ’s booking, I arrived to find the beds covered in bed bugs. I had to leave at midnight and could not find a place to stay for less than $200 because of demand that night. Airbnb refunded the money from the bed bug infested house that they certified after 6 weeks. They never offered to cover any other expenses. I decided to try them one more time. After the third time, I rented a house that offered WiFi and TV. These are basic amenities for any house. The WiFi never worked and the TVs were Internet TVs so none of the televisions worked. I had brought this to the attention of the host 12 hours before. She would not do anything about so I complained to Airbnb. Their solution was for me to leave the last night around 10 PM. Again they did nothing to resolve any issue except sent pictures
Msqaf00 - Airbnb app gets worse with every update!
I have seven vacation rentals and use the Airbnb app constantly. The app used to work perfectly, but recent updates are making the app unusable. The new text window has shrunk to less than two lines of text. I send long messages to guests every day so it now takes me 3x as long to review and edit messages prior to sending. Connectivity issues and pop-ups constantly appear and interrupt what I was doing. As a busy host, I rely on the Airbnb app, but it seems the developers have absolutely no idea what hosts need. They seem to be doing everything they can to cause hosts more headaches and waste our time. Please make the app like it was two years ago!
Update: I am exhausted with the never ending bugs and wouldn’t know where to begin. The developers continue to go in the wrong direction with every update, and I have accepted the issues won’t be fixed. I figured out that deleting the app and reinstalling helps temporarily with the myriad of issues. This fix only works for a couple of days so I am regularly deleting/reinstalling. It was the perfect app 2-3 years ago but now it’s just a headache.
edezey - Cares about guests but doesn’t care one bit about hosts
I loved Airbnb back when I was a guest and the first year of hosting was seamless. I never had any issues or bad guests during that first year, so Airbnb seemed like a great place to host. Little did I know that Airbnb doesn’t doesn’t take care of their hosts when there are bad guests. They especially didn’t take care of us during the pandemic and most certainly have been keeping even tighter fists about handling bad situations since. The app is very slow, always glitching and seems to be behind the times. I have a list of at least 10 things they could improve, and so do probably every other host on the platform who have had to deal with them directly.
They also provide guest checkin info BEFORE they’re checkin time...I’m talking our door code...which led to me having guests walked in on due to a guest showing up before their booked dates and Airbnb completely denied responsibility. When I asked for them to refund the guests who were walked in on they told me I could refund my portion but they wouldn’t be refunding theirs. Airbnb’s days are numbered when a newer, better app comes out.
lacey304vegas - Discrimination experience
I loved Airbnb until they showed us their true colors and banned my husband and I because HE has a criminal record from 15+ years ago.. MY record is sparkly clean but since he is traveling with me they banned my account to. After thousands of dollars we have spent staying across the country using Airbnb.. we couldn’t believe how they treated us. MAYBE the background checks should be done prior to letting guests stay in peoples homes.. We are on a 7 week long road trip and are now forced to stay in hotels because we travel with our dog. This experience with Airbnb is ridiculous, and I will from now on advise everyone who uses this app to STOP spending their money on such a rude company. Banning guests without a warning by email, or phone call. Airbnb should have more consideration for others, and they should have a proper customer service phone number with representatives that actually can give you a straight answer and solve your problem the first time without giving you a runaround. One VERY unhappy customer with good lawyers is all it takes for a booming company like this to be.. haha
Good luck Airbnb.
#salma - Worse service ever
Couldn’t find 0/5, if i found i will give it to this service, they don’t give or help woth the rights of the clients. My boyfriend wanted to book an apartment for few days and he asked the owner of it for a discount if it possible and she said YES!!! Then tricked him by giving him another one woth the same location and apartment but only to book a room and she didn’t months that or anything she just said ( i will give you discount use this link and book it ) then he did book it because he trusted the lady and especially the airbnb because even if something went wrong he thought that they have something called give the person their right and what they’re asking for as far as they are paying for it . But NO . Because when he found out after few days that it’s not an apartment and she tricked him with only one room in an apartment with other 3 rooms . He called airbnb and asked for his rights but they didn’t give him back his money even 10% even they saw what’s everything happened and talk t oother lady but in the final didn’t do anything!!!
This is the worst app and service i’ve ever seen
Jay7720 - One word: disappointment.
Now, before I dive into it, I’d been using Airbnb for all my travels. It used to be my top choice among all the booking apps. Not anymore and here’s why...
I’ve noticed that Airbnb allows listings of Nagorno-Karabakh and the seven surrounding Azerbaijani districts that are occupied by Armenia. Now according to all the maps, international law, UN resolutions, you name it, these territories are recognized as Azerbaijani territories. According to Azerbaijani law, traveling to these territories w/o and official permission obtained from the Azerbaijani government is ILLEGAL. Therefore, travelers go there ILLEGALLY thru Armenia.
With that said, on July 24th I reached out to the Airbnb support, asking to investigate this issue. After waiting for 3 days and not getting a response, I called them on July 27. The phone conversation lasted for 4 minutes total. Then I was told to wait for a response from another department. On July 29th, again, after not receiving a response, I contacted the Airbnb support again. Yet again, I did not receive a response.
At this point, I can’t help but to think that Airbnb does not take the situation seriously, while allowing travelers to break Azerbaijani law on Azerbaijani lands.
Ensray - Trash corporate monsters
So they started off as a way to make some cash if you had a spare bedroom. Chill and low key. Then you start noticing in your trending neighborhood entire duplexes and apartments having a different guest every night. Then your cool little low key spot starts to have developers come in a remodel homes specifically for Airbnb homes but online the adds claim these developers lived in our hood for years and love the bodega on the corner. I don’t know who you Karen, I’ve never seen your high class here before. Then you try one of these new remodeled homes to put your parents up since you live in a barely affordable 600 sq ft home with spouse and two kids. When you help Gigi get her luggage into the 400$ a night swanky modern bungalow you notice an ant infestation. You call the SUPER host who doesn’t return call. You call Airbnb who tells you to contact host. Gigi goes to a hotel because of the ants infestation and Airbnb refuses to refund and the host blatantly lies. I live across the street Karen I saw you didn’t clean or check anything. I will not use them ever again. They’re ruining neighborhoods and lowering the standards of hospitality.
Diahnn - Pros and Cons
I love the business we’ve gotten from Airbnb and the personal links we can put on our listing to make sure our guests can’t book unless they meet certain requirements. I don’t like the fee Airbnb charges both our guests and us. They have taken more than $600 from individual renters over the summer. When I called to make sure that was right, I was told the percentage they take varies from 6-15% depending on the place and time of year. It seems only fair that the percent be the same across the board.
We must charge a county tax in addition to the nightly fee and need to give our renters our phone number to pay through PayPal. Airbnb scrambles our number and it becomes additionally hard to collect this tax. I would like for them to require the tax as an additional charge like the cleaning fee instead of having us chase after it from renters after they have already booked. They do this in a few places already.
emma13975 - Bad Customer Service, Only Avoids Responsibility
Reputation of a company is earned in crisis management. Been a super host for a long time, and recently had a guest who left early and had reservation shortened. We agreed with case manager to refund guest the rest of days the guest did not stay, yet somehow the case manager later cancelled the entire reservation and refunded the guest fully. Now I’m left with no pay out for hosting this guest for days. I’ve been contacting Airbnb customer service for quite a while, and the only response I got is that the case is being handled and they will reach out to me. However, I never hear back from Airbnb within the time frames they promised. I could never get in touch with the case manager who is working on this issue, and every time I called, representative on the call didn’t know what was happening. I could only assume Airbnb does not want to pay host for hosting after Airbnb has mistakenly refunded guest in full. If this is the way Airbnb chooses to treat hosts, I could only suggest other hosts to have a plan B, because once you run into a problem with any guest or with Airbnb, you are in it on your own.
xxinfinity - Doesn’t care about sexual assault
I was the victim of sexual assault at an Airbnb location and was unfortunately more traumatized by AirBnB and law enforcement. I was put on extensive holds by Airbnb when I tried to report it even after I told them what happened. More than 15 minutes. And no one got back to me. I think they were just trying to get rid of me. When I emailed them after cancelling the reservation they sent me a very adversarial email demanding a police report and basically saying I was a liar. I actually went to the police and they didn’t want to deal with it and it was more traumatic because they didn’t think I’d drive back for the prosecution since I was from out of town and so they didn’t want to do any work on a Sunday when no one was at the office in this small town. I will never stay at an Airbnb alone and with a host again. And beware Airbnb doesn’t care about victims. FYI you can’t get a police report immediately after an incident and even so you just got a number for the report not the full report. They were obviously just trying to revictimize me with this ridiculous request.
Fitty Cents - Shady and worst customer services
Apparently allows the host to cancel the reservations last minute that can cause or mess up your vacation plan. Top of that customer services come up with complimentary coupons of $10-15 what a freaking waste of your money, time and more importantly your vacation precious times for which you have paid so much more than Airbnb reservation fees truly the worst customer services. I told them to keep $13 that was offered to me cause host cancelled my reservations at 6:30 pm when my check in time was 3:00 pm. I was told by customer services that this perfectly okay for host to do and they will give me $13 to make up for it. I had a toddler and my wife traveling with me I had to just cancel all my plans for the day and find another place at 7:00 pm so we can at least have a place to sleep and pay premium fees for the last minute booking. Way to make money AirBnb your business and corporate policies will be shared with in my friends and family circle along with on social media. Hope you made money and also I know you guys don’t care much about your customers much.
101Micheal - Lost lists
Overall, I absolutely love the app, it's easy to find homes almost anywhere. My main concern is the fact that most of my lists of homes have gotten erased. I spent an extensive amount of time saving homes in many, many different areas, when I went to check back on the lists, I realized most of them had been erased...which means that I'd have to take the time to restart all of them, which would end up pointless, because other lists would end up getting erased. I'll take a guess that there is a limit of lists on the app, which I must say is bs and I would recommend you guys allow people to make as many lists as they want. I have also noticed that the search engine doesn't provide a list of related areas anymore, if you are to type in a city or place. This causes issue because now you have to weirdly specify what exact area you are talking about. These are the only two main problems I see with the app, I would like to see these problems fixed.
Framly Disney Vacation - Amazing House! Great location!
The home was awesome. Great location. Near absolutely everything i.e Disney, shopping, grocery and food. The house was very clean and comfortable. We felt really at home during our stay. The bed was comfortable and the carpet felt very good in between my toes 😊. The kitchen was very clean. New appliances and clean refrigerator. Easy to access with the smart lock. Absolutely loved that feature. Every now and then you may run into an unwanted 4 legged guest but it’s hard not too because they’re everywhere in Florida....lol.
Note to potential renters: the house sleeps 🛏 10, however there aren’t enough towels for 10 people and absolutely no wash cloths are provided so bring your own because it’s not stated that they’re not provided. Don’t forget toilet paper because there’s only one roll provided and you’ll go through that pretty quick with a house full. It would also be nice if they provided dish soap because there are still some of us that actually washes dishes instead of using the dishwasher (soap provided for that).
Overall the house was amazing and I’d definitely stay here again. The host is great!!! Very attentive and responds very quickly to questions and concerns. This place definitely get 2 thumbs up 👍🏽 from me and my framily (friends and family).
Items NOT to forget:
Enjoy your stay because we did.
drod1020 - They’re great... until you find yourself in a dump.
Do not use Airbnb! I’ve been using them for years and did not have a problem until we recently checked into our Airbnb in Maui Hawaii. The place was riddled with bugs! They’re called coconut condos, do not stay there! Anyway, we had to cancel on the spot and Airbnb refused to refund my money. We couldn’t stay there, there were ants everywhere, I have video, but Airbnb didn’t want to see that. Then they closed my complaint ticket before we even returned from our vacation!! The told me in a message that the refund policy stated that there would be no refunds. This is all on top of us having to find a hotel to stay in the last minute. Then, THEN, after contacting AirBnB and telling them about the problem - THEY DELETED MY ENTIRE TRIP FROM MY PROFILE - which makes it impossible for me to go back and leave a review of the place we had to cancel because it was infested with bugs!!! I couldn’t even get arm others!!! AirBnB only likes great reviews I guess, but if you have a bad experience it’s “F*** you, no refund and you can’t share your experience.” Stick with VRBO.
Marylupe89 - Bad service
We rented a house in flagstaff the host name is Robert. It’s called house robert unique hilltop home. Our experience was terrible because once we arrived it was weird that the house had no curtains up till the third floor. When we entered the place there was a nasty odor. Another thing the host wasn’t honest about his post he didn’t mention that there was also another house in front and the back. With the house having no curtains there’s no privacy was so ever and if there was other people they would have seen everything. From the bad odor there was we decide to leave and we decided to call Airbnb the manager who attended us was Juan and he couldn’t help us because the host said there was no bad odor and we weren’t able to get a refund. We would have to have proof of the bad odor to be able to get a refund. It didn’t matter if we didn’t get a refund we able to post about our bad experience and it wasn’t fair that there was no honesty what so ever. We never had any bad experience with Airbnb this time it sucked that weren’t able to get the help that we needed which was a disappointment as a guest.
tjs1984 - Unreliable
The app is great when it works. There are so many bugs still. I’m an Experiences and Lodging host and use the app almost constantly.
The Experiences interface is particularly glitchy. When I get a new message, I have to toggle back and forth between Hosting and Experiences mode until eventually the message will actually show up in my inbox. I think the app is just trying to do to much and should be split into separate apps for experiences, lodging, and traveling if the app is too heavy for current mobile operating systems.
The “progress” or “stats” sections are particular awful in terms of reliability. For the last two weeks I’ve been unable to see how much I’m earning. The screen just never loads. I have an iPhone 8 and great internet connectivity. Even the website version of “progress” and “stats” has this issue. I literally don’t know how much I’m earning this month or next month unless I manually calculate it by adding up all my email confirmations and subtracting the cancellations. It’s extremely frustrating.
Meg2018!!!!!!!!!!! - Terrible Company
I will never use Airbnb again. I had one bad experience and it was enough to throw me off them for good. When making a reservation you are supposed to receive the hosts actual address but I only received the protected address that gives you an idea of where they live but not the location. Turns out my host was out of the country and her 18 year old son was supposed to let me in. Well when I arrived in the vicinity of her neighborhood I spent over an hour walking around, calling, and messaging her with no response, no idea where to go, and no way to contact her son. I finally had to book a hotel room. At midnight that night I got a message back from her and was able to stay at her place the next night. I would have just cancelled if she didn’t have such a strict cancellation policy. It’s been over a week since I made a case with Airbnb and the host only gave me half my money back for the first night and I haven’t heard a thing from Airbnb’s customer service. So disappointed. I have seen so many complaints about hosts doing what they want with no repercussions.
jay_ricoo - Decent options, no accountability
I have made 4 reservations with air bnb and each one had their own problems, from hosts that fail to respond in any timely manner if at all, to last minute cancellations resulting in having to scramble to find occupancy for 6 people during a peak holiday.
Air BNB uses a terrible customer service line that failed for 2 straight days when i was trying to find support, and they will make you jump through countless loops to try and talk to a supervisor to resolve your issue, only to tell you that there is nothing they can do and blame the problem on you or the host.
With the rising costs of “cleaning fees” regardless of how clean you may leave the space, taxes on top of fees only to leave you stranded on hold when you're supposed to be enjoying your vacation, there are simply better options available to you. 2 stars only because of some of the nice owners and hosts available, the app, and everything about air bnb as a company is a huge stay away from me and my family going forward.
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Blaq Doc M.D. DDS ✝️❤️🇺🇸🇨🇦
@CarycruzBueno @Airbnb As a black man, I will pay more to stay in an airbnb with a Trump sign.😊
@CarycruzBueno @Airbnb What are you, 9 years old?
@CarycruzBueno @Airbnb And you have a PhD? 😂😂
@SusieU19 @MattyB8337 @xxkylejxx @CarycruzBueno @Airbnb Great job attacking the person rather than the argument. Textbook ad hominem fallacy.
American Woman 🇺🇸💕
@CarycruzBueno @Airbnb Get over it. This is AMERICA where we AMERICANS are free to have whatever sign we want.
Airbnb may be exposing private host inbox messages, bookings and earnings data
Caesar Pounce Clinger
@CarycruzBueno @Airbnb Beyond parody 😂
Airbnb may be exposing private host inbox messages, bookings and earnings data: Airbnb hosts report that they are able to access inboxes that do not belong to them.
Airbnb may be exposing private host inbox messages, bookings and earnings data
@m_keenum @CarycruzBueno @Airbnb I bet my bottom dollar, Brown University has safe places for POC!
@CarycruzBueno @Airbnb You eat the meal, than complain to get it free? Sounds about right.
@CarycruzBueno @Airbnb This thread is one of the better troll threads I have seen in a while. Good job Cary
Latwon Washington 🇺🇸 Liberals are psychotic
@CarycruzBueno @Airbnb So you are so mature you can’t handle seeing the name of the President of the United States?
You should see a psychiatrist.
Peter C Garlitz
@CarycruzBueno @Airbnb You have a Ph.D?