Airbnb
Reviews and Complaints

I traveled 70 countries and never had a such an awful experience with one of the listing in France and Airbnb did not support. What I found in the apartment:

Mouse droppings
Spiders
Blocked toilet/shower
Broken glass on the floor
Mold 😷

Support has ignored me for days and now offers unfair resolution. This is unacceptable!

And it was not a cheap accomodation - 1162 euro for 8 nights!

Ouu Family stayed at Shelleys Beach House at 5Woonum Rd Alexandra Headlands on the Sunshine Coast QLD Australia. There was 10 of us in this wonderful place. We had 6 Adults 1 child (Family from the UK) plus 2 Adults (my husband & myself) 2 Adults (our sons from Brisbane) We also had a visit from our Daughter from Melbourne & her boyfriend. We were all happy with the amount of Bedrooms, the Kitchen was well appointed with all we needed for cooking. The Lounge Room had enough comfortable seating for everyone. Dining Area & Outdoor Area with Seating & Coffee Table. The Pool was wonderful (with glass security screen) we all spent a fair bit of our time in this area. Shelley also had a large glass vessel filled with Cold Lemon Water for us on our arrival. We loved our area downstairs with the wonderful bedroom & large glass screened shower in our bedroom. We all thoroughly enjoyed our holiday & didnt want to leave. We also had visits from friends there we havent seen for years & they were also happy with the facilities. WELL DONE SHELLEY. You were so welcoming & happy to see that we were all happy. We thoroughly recommend staying in this wonderful relaxing place.

We recently rented a room in the in the SOMA neighborhood of San Francisco, and were excited about the "Spacious bedroom w private bath". Unfortunately, when we arrived the situation was not as advertised.

The kitchen was an untidy mess, with fast food containers and dishes laying about. We ended up leaving instead of cooking the planned meal.

The bed had clearly been slept in, there was no top sheet, and when we turned the bottom sheet inside out discovered that the bed had blood stains. Needless to say, gross! The bed was also rock hard.

The floor, windowsill and desk were all dust-covered and strewn about with items. There were no towels in the bathroom. The room mate's SO provided a couple of threadbare towels.

We contacted the host, who was not present at the time, and essentially received a "this is not a hotel, it's how I live, so deal with it".

We then reached out to Airbnb, were assigned a case manager (Tiago), and after providing documenting pictures then were granted a refund of the base price of the rental. We've stayed with Airbnb hosts myriad times and this was our first negative experience. Airbnb smoothly turned things around for us. They also reached out to the host for a discussion regarding rental standards and communication.

Thumbs up from us, despite the incredibly negative experience with the host.

Update: Just stayed at another awesome five star AirBnB. This stay was a week in the Netherlands. Amazing hosts, gorgeous big light airy loft with a kitchenette, dining space, balcony with cafe table, and a view from heaven! $90 a night. These were gold metal, top rated hosts, and they totally deserved their rating. I repeat: look for the raves reviews and ONLY book those hosts. ONLY
I spent two wonderful five day stays in Europe using AirBnB. Perfect places, awesome landlords, great experiences! After reading all these negative Nancy reviews I just had to put in my two cents worth here.
Simply put, this is all on you renters. You have the INTERNET. Awesome tool this thing. Use it and do your research. When you find a listing that interests you, for cripes sake read ALL the reviews. Judiciously. Bad reviews? Don't book. No reviews? Don't book! Google map the place. You can look at the street view and area. Safe? Dicey? Easy access to where you want to be? Consider those pictures on the web site. Gorgeous view? Old building? No lift?. Ok, you are looking at a 5 floor walk up with luggage. Know that. Does everyone rave about the landlord being helpful and available? Good sign. All five stars? Good sign. I've had nothing but wonderful experiences with AirBnB, but it isn't idiot proof, and of course nothing is perfect. Use your head and it can open the doors to some amazing adventures. I LOVED my experience, and my hosts. They all had numerous five star reviews. I gave them two more!

How many times can you afford spending 2-3 hundred dollars a night when you go on a vacation? That 2-3 Hundred dollars a night can be used for entertainment purposes, which helps the city businesses. Let me explain more. My wife & I now can afford to take vacations. If it wasn't for Airbnb. We would not have the money for a plane ticket to go anywhere. We would not have money to go out during the vacation to the local restaurants, or concerts or clubs, or shop at the mall because all our savings would be going towards the Hotel fees. So before we learned about airbnb, we decided not to take any more vacations. It's a waste of money and we did not have any fun. Now that we use airbnb, we take vacations so we can visit the world. We go out during our vacations and have fun. Spend money for good food, shop at the malls and just enjoy having a great time with the money we saved. Not only Airbnb has helped us take vacations. We are also host, which airbnb helps us to pay our bills each month. Living off two jobs that don't pay that much is really hard in a economy where the city charges so much on taxes. Who can afford to live these days? Who can afford to buy homes or a new car these days? Who can afford it? Now we are hosting, we can afford our home. We can pay our bills. We can live in a better life style without worrying if our bills will be paid next month. Thank you Airbnb for making our lives better. Thank you airbnb for making the city and the citizens lives better. Thank you airbnb for showing us that you do care. Thank you airbnb for allowing a better way to live. I am a proud host and traveler who says join Airbnb, you gotta love it & you will love it.

I have been hosting now for about 9 months on airbnb with nothing but positive experiences; I have so far received just under $20,000 in income from a single apartment on airbnb alone. Some of the complaints here are fickle and/or knee jerk reactions to experiences that airbnb.com may not have been able to control. The verification system is actually quite reassuring, and it is up to the host/guest to make a judgment on a case-by-case basis. We have accepted some guests with no verifications whatsoever and we have still had no bad experiences or instances of fraud. There will always be fraudsters, especially on the internet, it is up to you to be vigilant in any of your interactions and transactions when doing business with anyone. There is a reason why airbnb urges you not to communicate outside of the website, and it is not just so they can secure their commission - it is for security. If someone asks to communicate outside the site I immediately flag them. I also read a review about receiving funds on weekends... if you have paypal you will receive the money about 24hours after check-in; if you are set up to receive your payments via bank account, then this is dependent on your bank being open on weekends, again something out of airbnb's control. Again, I have been nothing but pleased with this listing service... it's definitely the best I've encountered on the internet. HouseTrip also seems like a nice site, but it's not bringing in any $$ for us yet.

UPDATE (Year 3 - October): $80k earnings on year 2, $100k and counting on year 3. More than 90% of bookings made on airbnb. I have had no major problems. One guest damaged something by accident and agreed to pay damages from the deposit. Don't know what I'd do without this service, and I'm still confused by the overwhelmingly negative reviews on this site. I recently used the website to stay at an apartment for the first time as well, and I was very happy with our host and the quality of her accommodations. She could have dusted more, but I also understand that I was staying in someone's apartment and not at a hotel. The price could also not be beat for staying in downtown Chicago.

Hi

I'm an Airbnb host, and came across this site looking for a solution to a minor technical glitch with my listing. I simply don't understand the reviews i found on here at all... when you book somewhere through airbnb you are booking with a host, not to stay with the actual company itself. I take immense pride in providing a clean, high standard room-in-someone's-house accommodation and go well out of my way to be really helpful to guests... mine arrived late tonight, i made them supper - i don't see anyone writing a good experience on this site, but i sure as anything know alot of people get good experiences using the airbnb service - it's a service, they don't own the accommodations, like the reviews on this site seem to imply. Sure, tonight's guests said their last experience was not a friendly one, but i generally don't hear any bad stories, only good, and plenty of them. Basically it's like a homestay, so why are people comparing it to hotels? Read descriptions, and ask about locations because obviously airbnb aren't going to allow you to see a precise location of a property - you might turn up unannounced pretending you have a reservation. And burgle the place or squat in it. In short, I love airbnb, and will continue to travel the world by having the world come stay with me rather me go anywhere.

P.S. Since reading the other reviews on here, i notice an awful of people claiming to have been scammed... and grumbling about airbnb not sorting it out for them, all these people appear to have not actually booked through airbnb but willingly circumvented the actual airbnb booking process and tried to book direct with a host... and then complain that they are just referred to airbnb's t&cs. Surely if you want the support and backup of Airbnb you must realise you need to book through them, not circumvent them... i'm amazed people would actually think they would still be protected when they complete their booking outside of the company. Airbnb is about connecting with hosts who have a unique place to offer, not some cheap long term rent that you book outside the company, and logically, finding these unique places to stay, is through the company and yes they take a commission and you get a service, and security to a point in return. Of course, the 99.9999% of excellent experiences aren't reported here, they just left a good review on airbnb's actual website and got on with planning their next trip, or some other positive aspect of their life.

[EDITED:]
I would like to reply to this thread. It was issue with specific person dealing with my case at that time. My issue was resolved by another manager assigned to my case, who dealt with it very diligently and helped me through resolving all issues. He reassured my trust back in AirBnB. Thank you very much

ISSUE Before:

I booked an apartment in London and found various issues with cleaning. So i decided to call AirBnB and give them feedback and ask for suggestions, this is how they handled my situation:

1) I was told at the starting of the call that cooker is being used by me as she can see in pictures that it is hot - She wasnt even looking at right pictures. She was looking at "Siemens touch stove" rather than cooker - which she didnt want to agree to me and was telling me that if its not clean then its because i have used it. Then without listening, she said lets move to next point.

2) Mentioning for more "general amenities" for 10 days is not to be called as an issue - on which i explained that i have clearly mentioned that in my original email -"Doesnt really matter but SERIOUSLY?"

3) She said she can get the cleaner and that's all she can help with.

4) I asked if she is ok with my family staying in apartment where flush doesn't work for next 10 days- This didnt sound an real issue to her. I would like to know ANY person who would have paid 1700 for 10 days and you let people aged 60 live in apartment where flush doest work for more than 24 hours, to answer how good they feel about this?! - But as per tone of agent at AirBnB this wasnt something to be concerned about. - At the end of that "argument" - she mentioned she will let host look into it.

5) She kept mentioning, i cant get refund and stuff. To which i replied i dint ask for refund at first place when i called first time about issues to AirBnB. I was told if issues that i mentioned are there, that means i am not happy and i should look for another apartment in same range and can get refund. - So, i clarified that i was told by AirBnB and it wasn't me asking for refund.

6) On point of kitchen shelve being broken, i was told, this doesnt seem to be an issue - I WOULD like to let you know, my family is stayin in that apartment that i booked through AirBnB for 10 days, i dont think i would like them to stay in apartment that has broken shelves where glasses can be crushed because of upper shelve falling off because off no hook.

I tried explaining agent at AirBnB that what she is in video is after i have put a hook in the hole to let shelve take support of hook myself, otherwise when my parents opened the cupboard, it was diagonally aligned on glass cups - but again, she was reluctant to accept that this is even an issue.

--- In my defense -
A. If I would have been paying small amount, i will expect these things but not when i am paying way more. I COULD have easily booked AMAZING HOTEL rather than booking apartment through AirBnB and would have costed me less.

B. I would consider this also as a fact that i have seen this on first day and shelves are in this shape, i dont want to wait until something falls apart and injure my parents.

7) On point of utensils not being clean and stained - after resending pictures of what i was talking about ( Point number 1 mentioned) - I was told, well, base of utensil is clean but may be not top part so its ok. Not a big deal. I would like AirBnB agents to be more careful and sensitive to what they are saying and talking to customers. Agent basically asked me to go ahead and cooked in half dirty stained utensil because according to her its fine. Seriously?

Overall, i am very unahppy with booking, host and top of it, AIRBnB. I have been staying in apartments my friends book through AirBnB from last 1.5 years, across the world. After this experience, this is last time i have booked through AirBnB and wont book through AirBnB again.

We have been hosts with Airbnb for more than 2.5 years. We rely on guests' "verifications" by more than just a phone number ( 1 verification) because we live here and don't want to find ourselves greeting more guests than we agreed to host, or people intending to engage in criminal conduct from the guest room of our home. And we submitted to the, "whole boat" of verification so our guests know they haven't reserved space in the Bates Motel where mummified mom will be in the basement. We didn't have to take a video of ourselves, but the questions were pretty intrusive and they were obviously being validated while we were answering them.
Our reviews are consistently good because we only rent our guest house or our guest rooms with freshly cleaned bed linens and towels, vacuumed carpeting and fully equipped kitchens and bathrooms with clean plumbing fixtures. Again, we live here. So we're not attractive to people whose hunger for privacy is for doing things they're ashamed of or fearful of being arrested for.
I agree that Airbnb seems to be trying to replace formerly one-to-one phone calls to customer support with FAQs and emails ( the endless effort to increase profits, evidently). It's also clear that 'hackers' have tried ( and maybe succeeded) to invade the email communications between hosts and prospective renters. A couple of times there have been really odd inquiries from travelers requiring inappropriate lodgings ( an inconveniently long drive from the locale of their planned activity) or asking coyly if we're "really secluded" ( or asking to negotiate lower rent - although our rates are much lower than all the local hotels and licensed, commercial bed and breakfasts.) Or asking about availability for a long period of time in which they don't state their planned travel time. (query would this be somebody looking to book our space and rent it to 3rd parties at higher prices?) So, we "deny" those requests, we don't make a reservation and then cancel it when somebody more attractive wants those dates. The former is prudent, the latter is greedy.
All that information demanded by Airbnb from hosts about their accommodations and neighborhood and rates needs to be read. People used to choosing which "they-all-look-alike" motels don't want to really compare what's on offer - just the prices.
It's so hard for some people to grasp the major differences between dealing with individual homeowners and booking a bargain-priced "special" room rate at one of the big chain hotels that look like they're always clean, because the in-house cleaners are expert at making it look like the fixtures have been cleaned and the bed linens have been changed whether or not that's actually true.
I'd like it if Airbnb would create another category for the "multi-unit" property managers in the bigger municipalities. If people are having bad experiences with them I prefer that their dubious business practices through Airbnb not be the reason that the Airbnb guests we want to accommodate are not being discouraged. The rest of us scrub our sinks and bathtubs and launder the sheets and expect to be treated respectfully by travelers as we strive to accommodate them.
I'm annoyed by the young couple who reserve one of our two guest rooms, "text message" that they can't check in before the performance they have tickets for and will not arrive until after 11:00 p.m., and then texts at 11:30p.m. That "something has come up" and they'll not arrive after all but will return to their big city home that night. Wait for it... then they want a refund because they cancelled long after the announced deadline to cancel.
That's one reason hotels cost so much more. They have to refund the last minute cancellation. Airbnb rates are lower because, in part, last minute cancellations don't get refunded.
We love Airbnb, but I hope they improve "support" access and response, and read these complaints to mean that verification procedures need simplified and improved "how-to" helps.
And in this marketplace, there is no perfect option: certainly not HomeAway and subsidiaries.
In almost five years, the Home Away group has raised their prices to homeowners and pressured us forcefully to give them access to the money collected to hold reservations and to our banking information. They "punish" owners for holding on to the process of making reservations and holding advance payments and security deposits rather than giving that whole financial aspect to Home Away. And this year they're charging a percentage of the rents to renting travelers.
So, our experience as hosts has been, we're fair and square with our guests and with Airbnb and we've been fortunate to have no problems with Airbnb guests. And very few problems with guests from word-of-mouth referral or the VRBO/HomeAway group.

My first Airbnb account was blocked without any clear reason, and support never responded to my messages. The identity verification process didn’t work — I was never asked to submit documents, and I don’t know why.

I created a second account because I needed to book accommodation urgently. This new account was also blocked shortly after booking, again with no explanation. Now I am completely unable to contact support — every time I try to send a message, I get "message not sent."

I am ready to verify my identity and cooperate, but Airbnb does not give me any way to do this. I feel helpless and ignored.

Please help me restore access and resolve this issue.

Hello, I am a host providing services through Airbnb, and I would like to share the serious issue I have encountered. Despite a guest causing significant damage to my property, Airbnb's AirCover program has failed to provide any satisfactory solution. I have repeatedly contacted customer service and provided all the necessary information regarding the damage and the extra service fees caused by the guest. However, Airbnb has continuously closed my case or provided irrelevant responses. Days, even weeks have passed, and yet there is still no resolution.
I have also noticed that other hosts have experienced similar issues. Airbnb keeps marking my support requests as "under review" and then closes them without offering any real solution. It is unacceptable for such a large platform to neglect such a simple issue that needs to be resolved. Airbnb claims that the damages will be covered under the AirCover program, but in reality, it provides no assurance. I have suffered financial losses, and my booking revenues have been interrupted due to this issue, yet Airbnb's protection program does not work as promised. I am truly shocked. I will pursue legal action and will do everything in my power to spread awareness of this injustice across all platforms.

Sincerely,
Oğuzhan Dursun

I would like to share an extremely frustrating experience I am having with Airbnb, where I am a provider of boat and kayak tour experiences. For over 20 days now, my experience has been blocked by the platform due to a new policy requiring insurance coverage of $1 million. As a legal and responsible operator in Portugal, I provided all the insurance documents required by Portuguese law, including liability insurance, boat insurance, and personal accident insurance.

After a long wait and numerous attempts to communicate with the support team, I received a response stating that my insurance was not adequate and that a specific "maritime insurance" was required. However, in Portugal, there is no insurance with such a designation. Portuguese insurers offer exactly the types of insurance I have already submitted to Airbnb, which are fully legal and valid for operating my business.

I have been trying to resolve this situation for more than 20 days. I have sent several emails, made more than 10 phone calls, and the only response I receive is to "wait." The chat with the support team has been unhelpful, with automated or empty responses, without any concrete solution. This incompetence on the part of the support team is causing me daily financial losses, as I cannot operate my experience and am losing customers and revenue.

I demand that Airbnb resolves this situation immediately. As a partner who generates significant revenue for the platform through the commissions paid on each experience sold, I feel disrespected and undervalued by the lack of response and solution. If my insurance is legal and valid in Portugal, and there is no clarity on what type of "maritime" insurance is required, Airbnb needs to recognize and accept the documents I have already provided, or give clear and feasible instructions.

I am awaiting an urgent response and the immediate reactivation of my experience. It is unacceptable that a long-term partner is treated this way. I will continue to expose this situation until it is resolved.

I booked a reservation: Honeymoon Cabin-4 Wheel Drive Needed During Winter for June 11,2021 through June 14,2021 in Roan Mountain, TN through Airbnb. When I arrived at the cabin, it was dark and extremely difficult finding the actual cabin assigned to me as there were absolutely no visible signs posted anywhere on the premises that indicated the appropriate cabin numbers. I drove for almost 30 minutes on a steep graveled hill to find my cabin. I did manage to find my CABIN #3 (my cabin); however, I ran into another issue as the cabin I booked and was assigned had been occupied by another guest. I then drove down the hill and found another cabin further back in the woods, which was CABIN #4. This was NOT the cabin that I booked online and was assigned upon renting this space. I reached out to the host and called, but I received no text back from her, nor a phone call. It was late and I was exhausted from an almost 3-hour drive, so I took a chance in entering the key code that was assigned to me on the reservation itinerary, which did unlock. I, then entered the unoccupied space and began to get settled in for the night. Upon entry, other than the dirty unswept floors and dirty glass and spoon in the sink, the space was relatively in good order. Upon tidying up, wiping down all touch surfaces, and unpacking, I decided to relax for the night on the couch and watch television. The temperature inside was a little above 80 degrees and I started to get hot and sweat, so I turned on the A/C unit in the common area underneath a 2-seater couch. I sat down on the couch to relax and enjoy the rest of my night. About 45 minutes into my relaxation time, I was unexpectedly flooded by a deluge of dirty black water that poured from the A/C onto my head, clothes, couch, and floor. Jolted by what happened, I began to investigate and assess the A/C unit. Water dripped from 2 different areas of the unit. I immediately powered off the unit and cleaned up the water from the couch and floor. It started to get hot again without the unit running and I would have opened the windows to catch the cool night air; however, I chose not to do so as there were no screens on the windows and I did not want to risk opening them at night to wake up with an animal or critter looking down at me ? it's the TN Mountains! I continued to relax without the A/C unit running; however, the later it got, the more intense the temperature became and I started to sweat uncomfortably. I decided to power back on the A/C unit and mitigate the dripping unit by using a large serving bowl and water pitcher that I found in the kitchen to catch the dripping water, along with towels, in ensuring there was no water damage to the floors and walls of the cabin. I did not bring towels, nor paper towels, so I had no choice but to use the host towels provided inside the cabin. In order to maintain a normal body temperature in the sweltering summer heat, I decided to keep the unit running for the duration of my stay with this makeshift water absorption workaround I had devised. However, this plan was short-lived when I woke up Saturday morning, upon noticing that water had spilled from the broken A/C unit onto the walls and floor of the space to the point where it became unmanageable and impossible to contain. I, then powered off the unit and kept the front door open until Sunday morning.

In addition to this, on Saturday afternoon, I wanted to use the hot tub outside, which was dirty and inoperable. Also, on the back porch of the cabin, the outside string lights did not work, which made it impossible to enjoy the ambiance of a quiet warm night. This was yet, another utter disappointment as a hot tub was a requirement that I initially had for booking this particular cabin, which I didn't get to use unfortunately. Next, Saturday night I attempted to bake cinnamon rolls in the oven, which also did not work, in which I had to use the toaster oven instead. Lastly, on Sunday morning, about 10AM EST, I heard the sound of a Go Kart's engine roaring from afar, which I didn't pay much attention to, as the guests in the neighboring cabins had been using them throughout their stay. Minutes later, while inside naked and without any blinds, curtains, or window coverings at all, I noticed a Go Kart parked in front of my car and a man creeping around the house. Jolted and dismayed from this unauthorized person outside of my cabin, I, without haste, got dressed and went outside. From what I could decipher, he was a worker of some sort, perhaps maintenance ? as he appeared to be fixing some cable wires or cords affixed to a boxed power source on the exterior of the premises. Upon exchanging pleasantries and engaging in short dialogue, he advised me that he was not made aware that anyone was occupying the premises that weekend and that he was the host's husband. He was super nice and continued to perform his job. He advised me that he was at the cabin to fix and clean the hot tub and to perform routine maintenance on other issues going on at the residence. After completing his task, as he was about to leave, I advised him that the A/C unit was broken and had been leaking water and the back porch lights were out. He advised me that he would notify the host of these issues to have someone come out and repair them. Although, I felt this was clearly a miscommunication issue between maintenance and the host, made unwittingly through no fault of his own, unfortunately I was inconvenienced because I was unable to relax comfortably and with serene tranquility in the space I reserved and paid almost $700 for. At this point, enough was enough. I did not feel comfortable and safe in such an environment, so I decided to cut my trip short. I cleaned up the space as per the host's policy guidelines, and vacated the premises that Sunday morning.

What started out as a bad trip, not being able to find my actual cabin that I had booked weeks ago, only got worse and this trip became more laborious and a headache from what I initially planned. After spending innumerable hours researching cost-effective places to travel to for a weekend, I came across this one. On Airbnb's site, the host is classified as a SUPERHOST with 4.5 stars out of a 5.0 star rating system. This was my very FIRST booking through Airbnb and upon seeing this, I had high expectations that this trip would be pleasant, I would be in a clean, comfortable, and safe environment with working amenities, and less reasonable human distractions. According to Airbnb.com, "Superhosts are experienced hosts who provide a shining example for other hosts, and extraordinary experiences for their guests." Unfortunately, my experience was anything but extraordinary. My abbreviated stay there was awful! This makes me question Airbnb's policy standards for allowing certain individuals such exclusive rights in attaining Superhost status. Other than the requirements listed on your site on How one becomes a Superhost, I cannot fathom how this host was able to "fly under the radar" in obtaining such a high-performance status level.

The situation got even worse, as on 6/15/21, I received an email from Hilda at Southerly Stays stating that my account will be charged an extra $50 due to the following: "As we stated on our house rules manual. (before and after booking) We do charge a $50 extra cleaning fee if there is any extra cleaning that its needed to be done after guests check out! We washed our towels and comforter and even so, stains won't come off! We cordially request to charge that $50 fee. Thanks By!" Included in the email, the Airbnb host uploaded 2 photos: 1.) the dirty towels I used to absorb the excess water from the floor from her broken leaky A/C unit, and 2.) a furry comforter, which I would like to add is unsubstantiated and false! The entire time I was in the cabin, I did not use the comforter at all! IT WAS HOT! The host claims: "We washed our towels and comforter and even so, stains won't come off!" Before booking this reservation, I made sure to read the house rules and guest guidelines, in which I was thoroughly informed and in agreement with the said terms as outlined in my contract. I lived up to my part! The host did not! If there are any stains on the comforter as the host claims, it was not done by me, but by another guest prior to my on-site check-in. This is absolute bunk and I duly reject such an exorbitant and unwarranted charge. This is extortion and I refuse to pay anything more. If anything, given the circumstances I endured: the level of difficulty in locating the property I initially booked to discover it had been reserved to another guest, the lack of communication on the part of the host in getting back with me when I expressed to her I was having issues, the unswept floors with used dirty dishes in the sink, inoperable back porch lights, a dirty and inoperable hot tub, an inoperable oven, the incessant, massive dripping of dirty black water pouring from a broken A/C unit, the labor I put in preventing water damage to the property, having to endure the remainder of my stay in an uncomfortable unit without proper A/C in the hottest month of early Summer thus far, and finally, the lack of safety and privacy due to the lack of communication between both the host of the property and maintenance, a full refund is in order as I did not receive goods and/or services as advertised by your site, in which payment was remitted. I have uploaded photos of the faulty A/C unit for Airbnb to review and investigate the host in addition to the list of aforementioned issues.

BELOW IS MY DIRECT COMMUNICATION WITH AIRBNB CUSTOMER RESOLUTION CENTER CONCERNING MY GRIEVANCES:

The host (H***), has made fraudulent claims against me concerning a dirty comforter and a broken leaky A/C unit stating that "she offered to fix the AC but you said it was fine". That conversation never transpired. Also, the host never returned my phone calls I made to her on late Friday night and early Saturday morning. Additionally, she forgot to address the other list of issues concerning my stay: dirty unswept floors, inoperable oven, inoperable outside back door lights, a used drinking glass and spoon in the sink, a dirty inoperable hot tub (which her husband came out to clean and fix that Saturday afternoon).

The host's communication to me states: "Starting with the fact that the cabin that you paid for was originally cabin 4 (honeymoon cabin) and that's clearly stating on your reservation. Not cabin 2 or 3!" However, my itinerary clearly states CABIN #3 (see attached). When I arrived on the property and went to Cabin #3, there was a family already occupying Cabin #3. I had to go to CABIN #4, which luckily opened. Clearly, this misinformation highlights the lack of order and structure of an effectively functional business operation.

Additionally, the host's communication to me states: "In the contrary, you sir, don't have any single review as guest since you have joined Airbnb in 2018. That right there says a lot of you as an Airbnb user/ guest." From what I extrapolate from this statement, the host is using her 5-star "Superhost" rating to weaponize against me for not having a single review and having not gone through the verification/authentication process, since joining Airbnb back in 2018. In addition to the false claims made against me for a "dirty comforter", which again I did not use, and her "offering to fix the A/C, but I said it was fine", she is using this known fact as leverage against me and my open claim against her through Airbnb, in order to further capitalize. This is not fair for any customer to have to endure. It is the responsibility of the host to ensure that all properties advertised online for rental are vacant, clean, well maintained, with operable and fully functional amenities as advertised on Airbnb's site. Meaning, if a host advertises that their property includes a hot tub, it is the responsibility of the host to ensure that said hot tub advertised is both clean and operable. If a host advertises that a cabin or unit includes A/C or heat, it is the responsibility of the host to ensure that said A/C and heating unit is also fully operable and without significant major issues, such as flooding. I feel that this host was unable to maintain order of her property and as a result, I had to endure. The fact that I do not have a review as a guest or gone through the verification/authentication process on Airbnb since 2018 is irrelevant. The fact of the matter is that I am a customer, who PAID money for goods and services NOT rendered and I PAID money for a cabin (CABIN #3), that was advertised on Airbnb's site, which I did not secure or use. I secured the next vacant cabin over, which was CABIN #4, which was nicely decorated, but was dirty and had major issues. Again, this was NOT the cabin I initially reserved and PAID for, which was listed on my itinerary.

Lastly, the host's final communication to me states: "So many more things to mention to you and your guest in regards your poor reservation with us but like I said ? please talk to Airbnb directly! Thank you and have a good night! Refund denied!" It is unsettling that this particular host is not taking responsibility for her many errors. Not once did she apologize for any of the inconveniences experienced. Instead, she gets "snippy" with me with aggressive and condescending verbiage, while still refusing to take accountability. This is not nice and not how you talk to your customers. As a 5-star rated "Superhost", I would expect much higher customer service standards from a host.

I made a reservation for a full 3-day trip to Roan Mountain, TN, but spent one full day in a "hot box" with no working A/C because I had to cut my trip short due to the numerous issues I experienced on the property, but yet and I am the one to suffer as a result of her negligence. This is highly unacceptable and I implore you to investigate the host, H and reevaluate her 5-star "Superhost" rating classification as well as S, LLC."

I have done absolutely EVERYTHING I can do to have this issue rectified and Airbnb refuses to take responsibility for their issues. I called Airbnb directly on multiple occasions in appropriately resolving the issue. I initially requested a full refund of all monies paid in the amount of $677.27, but between the Airbnb host and Airbnb customer service (both escalation points of contact), they have made this process both cumbersome and impossible for an appropriate resolve. When my initial request for a full refund was denied twice, I was advised my Airbnb Customer Service via telephone on 6/19/21 to go on Airbnb's Resolution site to submit a request directly through the Airbnb host, which I did to initiate a refund in the amount of $504.40. On 6/21/21, the Airbnb host denied my request. I then on 6/21/21, followed back up with Airbnb Customer Resolution Center about this issue and they advised me that I could dispute the charge directly through my bank, which I did; however, the Customer Service Representative advised me that Airbnb has a "very tight" process outlined, which can make it impossible for customers using their service to qualify for full refunds and the $677.27 chargeback from my bank would inevitably be reversed, which it was.

I went on to Airbnb's online Customer Feedback site to express my total disappointing experience; however, I received an email stating: "your review for reservation HMXSYETWKE about H T goes against our Review Policy, so we've removed it. The review didn't have enough relevant information to help the Airbnb community make informed booking decisions." This is complete bunk as I furnished Airbnb Resolution Center with the appropriate pictures and videos of the multiple problems of my stay WITHOUT including private and confidential information such as property address/location information, names, phone numbers, etc. I feel this was an attempt to silence me as a customer without having any negative reviews going against their host, which could adversely impact overall business operations for both Airbnb and their hosts. This does not constitute fair business operations and considered fraudulent swindling practices, which should vehemently be investigated.

Confirmation Code: HMF2ED3354

Bruno's online description of his place included locks on the bedroom doors and a keypad lock for the front door. There were no locks on the bedroom doors and Burno left the front and rear doors unlocked 24/7, even though there was a keypad lock box by the front door. This is not acceptable. For guest privacy and security, locks should be installed on all bedrooms, and the front and rear doors should be locked as well.

Airbnb should do a better job verifying the veracity of online descriptions. I surmise there could be a significant liability issue if anything were to happen to guests or their property as a result of not having locks.

Hi!

This is Chill Out Hostel Boracay. We are setting up our property on your site but when we about to publish the account we noticed hosted person under name Jack. We haven't entered any hosted names. We are hesitant to continue due to this encountered.

Help us please.

Thanks,

Letty Berdonar

Coporate Secretary

Dan Vespa, AirBNB Host Scam.

378 Queens Street. Essex, Ontario.

Over the holidays my family booked a weekend stay at Dan Vespas 5 Bedroom Home in Essex Ontario (Windsor).

We were excited to have a big house to accommodate our family this year as the kids get older and the pool area was meant to be a fun surprise for the young ones.

Upon our arrival there were garbage containers on the front yard that were overflowing with garbage and mixed recycling. The backyard blue bins were full and we found drug paraphernalia and open alcohol beverage containers scattered throughout the house. We found a small baggie with a white crystal substance that needed to be safely discarded.

The house was not cleaned very well, if at all as we've stayed at several AirBNBs in the past and all of them were IMMACULATE upon arrival.

There was dirt and grime on the kitchen counters and appliances, the blender and some utensils had mold on them and were unusable when preparing food. The fridge and freezer had old food left inside and just seemed gross.

We had to purchase some of our own items, plates, glasses, cups and utensils just to be sure that were weren't putting ourselves at risk of getting sick.

Overall the house is pretty nice looking and is large but the images on the AirBNB listing are quite misleading.

There are many health and safety violations that exist within this house, primarily in the pool area, so it's crucial to be aware.

Indoor pool was poorly maintained and the water PH levels were not maintained properly which led to some guests experiencing irritation and sensitive eyes.

When entering the house, you can smell the moisture and chlorine all throughout and even after leaving you could smell it on your clothes.

There was also visible mold and mildew on the walls of pool area and a deep freeze could have come in handy but was unusuable as it's completely covered in mold.

The latch in the door to the pool room was damaged, sharp and rusted which made it difficult and unsafe to use.

The walk way surrounding the pool was cluttered with dead plants and was unsafe to navigate. There were also open beer cans and used drug paraphernalia found in the pool area.

When turning on the lights in the pool area, only some worked which lead to poorly visibility and one of the fans above the poor sent sparks flying when turning it on (it appeared to be hanging from a wire and our kids were worried that it would fall in the pool or on them).

After our stay, Dan Vespa quickly accused us of damaging not 1, but 2 recliners in the main living room. He added an additional $1100 to our bill plus another $300 for cleaning fees.

It is apparent from looking at the advert that the recliners have been used and you can see visible damage on the armrests already.

When trying to resolve the issue, Dan Vespas response was that he was on holidays and was unable to respond.

Funny how that happened when he was clearly aware of the "damages".

It quickly became clear to us that Dan Vespa was trying to get money for previously damaged, or used furniture.

He also added additional cleaning fees as we brought our dog with us, even though the listing clearly states that it's pet friendly.

Vespa then accused us of bringing pets without permission, but he never clarified and protocols ahead of time.

When we left we made sure to clean and leave things better than we found it. This also included cleaning up after our dog in the backyard... And some of what we cleaned WAS NOT from our dog as the backyard was poorly maintained.

Just understand that the review system on AirBNB works in the favor of the host. The advert is missing many reviews over the past several months whichs just goes to show that there have been unhappy guests prior the us.

AIRBnB - TEAMS UP WITH MAFIA TO ROB CUSTOMERS

AirBnB is a dangerous organisation which appears to have teamed up with criminal organisations in popular resorts for the purpose of armed robberies on vulnerable customers.

A slew of AirBnB "secure locations" have been robbed, in popular resort areas in Mexico and Costa Rica.

All the robberies appear to have been well-planned before the customers arrived. So well-planned that this could only be achieved with the connivance and support of AirBnB.

Our advice - don't use Airbnb if you value your life and want a safe holiday. They are a criminal organisation. BEWARE!

I have been a customer of Airbnb for over 7 years with great reviews as a guest.I booked accommodation at Sala comacina Lake Como Italy, Unfortunatly i booked the wrong dates, i realized straight away. I tried to change to the correct date but it was not available, so i cancelled immediately, it was less than five minutes. The Host named (Italian) refused to refund and i am out of pocket $2,283.76 I have been in touch with customer support everyday and my case gets cancelled again and again. I now know my money is lost as has been my sleep.

Change your polices so this cannot happen to anyone else, it is extremely unjust and wrong that this could happen and i am sure such a simple mistake happens often.

Please protect your customers

Hello. We are an established company that has been accepting our guests through airbnb for many years. At the beginning of October, the reservation of all our guests who were in our houses was canceled at once without any warning and the cancellation money was credited to us as a penalty to our account. Although we have been in correspondence with the support unit for days, we have not been receiving a response and we are not being provided with support in this regard. At the same time, the guests staying at the house also had to leave the house by packing their bags at once. In this case, both we and our guests were victimized. Trust in our company has been shaken. Some guests have filed a lawsuit against us thinking that the reservation was canceled by us. Due to an unfair application, both the trust in our company has been shaken and about 150 people on about 30 different reservations have been unfairly negatively affected by this situation. Despite all our correspondence for days, the company has not been giving us the necessary explanation, nor has it given a clear answer to our problems about why this situation has happened. Dozens of people have been affected by this situation, us and our guests. Airbnb has been disappointing.

I pre booked a airbnb for my family back in June for our fall/xmas annual trip which was 10/25 thru 10/29 in Rogers Arkansas.

I pre payed the amount that was asked at that time, and the rest of the balance in October of this year. On October 20th, The host Dick Kelsey called me directly and told me that he was going to have to switch houses with me, due to some repairs being done at the one that I picked out for my family. He also stated that I ididnt need to contact AIRBNB about the switch. Upon arrival, Dick met with us to go over the property. He only went thru the upper level with us, and then to the dock on the golf cart. When we went down stairs, It was a disgusting site. I have photo's if needed. There was a closet down stairs that had a board over a opening into the crawl space, Why was this not locked up. There was a garage door down there that was unlocked with personal items in there along with a very dirty area. Mold was on a wall in one of the bedrooms, my grandkids had to pull the mattresses off of those beds and bring them out to the other living area. I bought air fresheners to try to help with the moldy smell in that basement. When my daughter was making dinner that evenong, she found bugs or maggots on a cutting board in the kitchen cabinets. When my husband and I approached Mr Kelsey about this issues, he said he was not aware of any issues in the basement and again I asked him why we were switched properties from the one I picked out and he said that there was repairs on the other one. I BOOKED THIS IN JUNE. Please call me at [protected] to discuss further. Thank you

Carol Hamel

[protected].

I have been renting places from Airbnb for over ten years and have been very happy with all my stays. I have referred many people I know to some of the fantastic places I have rented. This past August, I booked a place (booking HMCEX4WX5H) out of state for myself and my 76-year-old dad, and 11 days before our stay, the host reached out to me to explain that her father had passed away, so she needed to cancel my reservation. Still, it would be rebooked, and this was just a formality since this listing would be under her name. I expressed my condolences and canceled my booking at the host's request but then rebooked for the exact dates, and we were squared away.

Unfortunately, when we arrived, it was clear that the place did not represent the photos on the listing. This was the first time I was disappointed in any home I had rented from Airbnb. The house had an overwhelming scent of air freshener dirty stained rugs, the outdoor furniture was covered in mildew, couches were worn out and had dingy pillows, the gate on the deck was broken, and the outdoor TV was not set up. I pulled up the listing after arriving at the house to compare the photos again, and then I noticed all the positive reviews that convinced me to rent this place were removed, and only one review was posted on this new listing. Since we were out of state and had planned this vacation time, we made the best of it, but I wrote an honest review so other potential renters could see my review since I would not have stayed at this booking if I saw that there was a recent review that the photos don't represent the house. I even reached out to the host to let her know through the Airbnb platform that my review pointed out what needed improvement. Once my study was posted, the host contacted me regarding my thinking, asking if they refunded the cleaning or a discount on a future booking. I declined and explained that I was not seeking reimbursement and only intended to leave an honest review.

But then, my review was taken down at the host's request. When I contacted Airbnb, they said they would look into this and get back to me. Airbnb decided that my review was honest and nothing was against their review policy. Airbnb pointed out that my review graded the correspondence with the host as a 5-star and was only negative about the condition and cleanliness. The host again requested my review be removed. They reasoned that my review was biased and in retaliation to the host, so it was removed again. However, after I explained the situation, Airbnb reposted my review on the listing. Then again, my review was taken down, and Airbnb told me they reasoned that we communicated off the platform. I was retaliating against the host since we had a previous relationship. The thing is, I do not know this host and have never communicated with the host outside of the Airbnb platform. I disputed this and requested they read our correspondence on the platform because it is evident that we do not know each other, and there were no issues or concerns. Airbnb insisted my review was retaliation against the host because the host sent them a screenshot of a text message that had been photoshopped with my phone number. This screenshot text message that Airbnb shared with me referenced a bar tab that wasn't paid, a message where I threatened the host to stay away from a man named Troy, and the host's reply in this photoshopped text was that not paying your bills is a crime and she is going to sue me for harassment. I have never communicated with any host off the Airbnb platform, so I sent Airbnb my text messaging records from Verizon for this time to prove I had not communicated with this host. I am so disappointed with Airbnb and sad because, out of principle, I don't see myself ever booking with Airbnb in fear that I may run into a similar situation, and now, knowing that Airbnb would have no regard for the truth and would believe such a stand by their review policies they have in place that I now know that honest reviews can be removed from listings if the host claims some bizarre claim of sorts that would result in any removal of honest negative reviews. Also, Airbnb could not see through this craziness that the host's claims were all fabricated, so my honest review would be removed.

I stayed at a listing in Belle River, Canada. The host gave no directions on how to lock the door so I ended up closing myself & my party out of the home. Once I enter Canada, my access to the Internet ceases. So in order to contact the host, I had to call AirBNB directly. We had to wait outside until the host husband came with a ring of keys because he didn't know which was the key to the door. I asked for an extra hour for checkout. I thought I had packed everything but in a haste to leave, I left behind a huge bottle of Tylenol and a cosmetic bag of medications. For 20 days, I went back & forth between the hosts and Airbnb customer service, in an attempt to retrieve my property. I had to return to Canada and contact the Ontario Provencial Police to have them intervene. In so doing, Airbnb deactivated my account and have not issued me a refund for the stolen property. I will never use Airbnb again because they care more about host funds than they do guests.

AirBNB cancelled a reservation after a guest had stayed and checked out. They said it fell in line with my cancellation policy Which it does not. I only allow cancellation 60 days BEFORE check in. And they said the dates would now be available. They are not available bc they are in the past.

The guest initially asked for a bigger or additional listing. I referred her to another company. However she arrived with 3 extra unregistered guests. Proceeded to leave a one star review after I confronted her about the additional guests. She reviewed the house being to small - that happens when you bring more guests than the listing provides for and one person is sleeping on the floor.

Additionally the guests broke a door and had the air set at 65 during a heat dome. Subsequently it did not work for the next guest. We were able to get it fixed for the following guest at an expense.

Airbnb is a company that has been around for a while now, and while the concept of renting out your home or apartment to travelers is a great one, the customer service is not. The customer service department is outsourced and scripted, which makes it difficult to get any real help when you need it. In fact, it seems that the first person to complain wins, as Airbnb punishes first and asks questions later.

Recently, I had a terrible experience with Airbnb customer service. Guests threw a large party at my home, and I was informed by Airbnb customer service to contact my local police. The police broke up the party and asked the guests to leave the property immediately. However, the guests then filed a complaint with Airbnb customer service about me, and my account was immediately suspended. The customer service agent named "Mary" informed me that there was a complaint filed by a guest of mine, but instead of asking what happened, the customer service agent suspended my account and said they were leaving work at exactly the moment they first contacted me and that they would not be back in to work until several days later (5 days).

I tried to contact another Airbnb customer service agent through the Superhost telephone line, but the agent was incredibly rude to me and said they were not allowed to speak to me as my account was suspended and only a "Safety" team member could assist me. Of course, the agent would not transfer me to the "Safety" team, and there is no email or telephone number for that team, so I am stuck with a suspended account (with my calendar blocked), until the initial agent decides that I have been punished enough, and they finally decide to contact me and reactivate my account.

To add insult to injury, Airbnb kept active all of the bookings that I already have, saying that Airbnb trusts me to host these guests but they do not trust me to host reservations that are not already booked. Airbnb did this, as they do not want to look bad, canceling bookings that are already booked, and do not wish to lose their revenue, but they will regret this as I will not send the check-in instructions to these bookings until my account is reactivated, which will not be until 12 bookings are left without a property.

I am referring all of these guests to my VRBO profile and offering a discount, and or telling the guest to contact Airbnb and having them ask for my account to be reinstated or having Airbnb rebook them (during the peak of the Consumer Electronics Show) where prices are greatly increased (way higher than what I was charging).

Airbnb customer service agents do not know how to use critical thinking, and cultural/language barriers cause many an issue and exacerbate many others. Airbnb is so cheap, they laid off a large majority of their underpaid customer service agents, and their customer service (host service/superhost service) has gone so far downhill that it is unfathomable as to just how bad the customer service agents are now.

I've switched to VRBO for the vast majority of my properties and have not experienced 1/100th of the issues in which I have experienced with Airbnb. Giving Airbnb as a company a single star is being generous, as I would give zero stars or even negative stars if I could.

Airbnb is not a real company. The concept was game-changing, but the leadership is so inept that Airbnb is not and will not be considered a real company until the leadership is changed. Airbnb is excellent at throwing money to hosts and guests to fix issues from prior stays, but is totally inept and unwilling/unable to prevent problems from occurring in the first place.

If you host using Airbnb, plan on your property being destroyed and plan on spending thousands of hours dealing with Airbnb's "customer service" to get reimbursed for damages. Airbnb will not prevent issues/damages even though stricter regulations/harsher punishments would easily do so, and Airbnb will not reimburse hosts for lost time in repairing damages, but they will throw a check at you (as a host) to replace damaged items, so do not feel bad for getting each and every damaged item reimbursed, as the only way to effect change is by hurting Airbnb in their wallet.

I get a $100 Airbnb credit to use for an annual stay each year from being a Superhost, but I refuse to use the credit, as I will not personally ever stay at an Airbnb because I know that if I ever have a problem, Airbnb as a company will not be there to assist me, and I do not trust Airbnb customer service to do the right thing after the fact (other than to reimburse the cost of the issue).

In summary, I hate hosting on Airbnb (I like hosting on VRBO), and this is primarily due to Airbnb's inept outsourced customer service department.

My experience with Airbnb was a complete nightmare. My wife and I were planning to run in the 2017 New York Marathon, and we invited several members of our family to join us for a family trip over the long marathon weekend. With a total of seven people in our group, we needed lodging that had five bedrooms, at least two (if not three) bathrooms, was conveniently located, and affordable by everyone in our party. We searched for more than two months prior to the marathon weekend, and finally booked a place through Airbnb. However, subsequent communications with the host were somewhat strange, as we heard from several different people on several different occasions, and in the days just before our scheduled arrival, we were given two different house numbers as the exact location, which we also found to be rather odd.

The host did send an email to confirm the reservation on the day before our scheduled arrival. But while riding on a bus that was just a few miles away from entering Manhattan to begin our big family weekend, my wife received a phone call from someone (yet another different person) who claimed to represent the host of this lodging location. Shockingly, she was told that we could NOT check into the apartment as scheduled because there are guests in there now who refuse to leave. The man on the phone began to offer us some alternative locations that he claimed he had available, none of which were of a size, type, and location that was remotely similar to what we had reserved with them more than two months prior.

Since my bus was about to go into a tunnel to enter the city, I told the caller that I did not want to discuss this on the telephone, and asked that we meet in person. He said he'd call me back. Less than fifteen minutes later, the other members of my wife's family had arrived at the bus station shortly before we did, and we all met inside the terminal and broke the bad news to them. While doing so, my wife received a text message less than a half-hour before we were supposed to check into our reserved apartment informing her that our host had cancelled our reservation. Imagine: seven people standing in a bus station, all of whom had made plans months in advance and traveled from Washington D. C., Philadelphia, and Atlantic City, had arrived in New York City, only to learn that what they thought was a secured lodging arrangement no longer existed and we had no place to go.

This, on a weekend when many hundreds of thousands of people were arriving for a major sporting event, making available lodging a precious commodity. Naturally, having yet to receive a return phone call from the man who telephoned less than a half-hour before, we then called Airbnb. The agent was very nice, telling us that the host had to cancel our reservation because of a gas leak, an explanation quite different than the story we heard shortly before!

Sparing you the details of the multiple, long-duration phone calls with Airbnb, the agent was eventually able to acquire for us last-minute accommodations at a house that, while lovely, was in Brooklyn, fully twelve miles from our originally-reserved mid-town Manhattan location! Airbnb graciously offered to pay for our transportation to the Brooklyn house as a bit of compensation for what we were enduring.

Picture seven people, among whom was my 82-year-old father-in-law with bad legs and other medical issues, and his wife who is battling the effects of ovarian cancer treatment, now forced to take lengthy subway rides and long walks to do what they THOUGHT would have been done by easy strolls from a conveniently-located midtown Manhattan location! In addition, the added expenses in both transit times and money were significant.

Customer reviews of Airbnb lodging experiences are, for the most part, SUBJECTIVE evaluations provided by the guest traveler. However, in this particular case, my review is NOT subjective! It is OBJECTIVE and FACTUAL. Everything I have shared here is documented and can be verified by Airbnb and copies of emails, text messages, etc. Overall, the weekend began terribly and was followed by many difficult challenges that were not anticipated by everyone involved.

We suspect that the host had found guests who were willing to pay more for the lodging than we had committed, and simply cancelled our reservation in order to make more money from a different party. We can't be certain that was the case, but no other explanation seems plausible. I share this experience to warn potential Airbnb customers that this sort of situation can not be prevented, and if it does occur, you have absolutely no recourse. Airbnb may help you find other lodging, but they will not and can not compensate you for the loss of money and significant inconvenience.

Airbnb has certainly provided very good lodging experiences for millions of people, but be forewarned: there is nothing in place that can prevent an incident such as I've just shared from happening again to other people. Unfortunately, in instances such as this, no compensation can be had, and no review of the host can be posted because the reservation was cancelled by the host and the stay never occurred. The host reneged on their commitment, and there is no way of posting feedback so that other potential guests can be forewarned.

I recently had a terrible experience with Airbnb and I feel compelled to share it with others. My friends and I had booked a trip to Austin, Texas a few weeks ago, but unfortunately, there were constant bombings happening in the city during the following week and a half. We became very concerned about our safety and decided to cancel our trip. I reached out to the host, Lorrie, four days before our stay, hoping for some understanding given the state of the city. However, Lorrie was completely lacking in consideration and refused to honor a full refund, despite the fact that we were facing an emergency situation.

I then tried to exercise Airbnb's Guest Refund Policy, which is supposed to protect clients in these types of situations. However, I was passed from agent to agent and given mixed information. At one point, I was promised a full refund due to my "extraneous" circumstance, but later was denied this because the Austin Bombings did not qualify as an emergency situation. I was shocked and appalled by this response. How could this not be an emergency when people were dying and neighborhoods were being evacuated due to explosions?

After days of fighting tooth and nail, I finally received a half refund. However, the whole process was incredibly arduous and frustrating. I spoke to several different agents, and the only one who was helpful was Kai. The others, Alvita, Halston, Tiffany, and Aden, were unhelpful, uninformed, and dismissive.

Overall, I was extremely disappointed with Airbnb's lack of humanity and customer care. I will never recommend this company to anyone I care about. If you are considering doing business with Airbnb, please take my experience into great consideration.

I had a terrible experience with Airbnb. The person who advertised the apartment, Tony&Eli, completely misrepresented the place. The pictures my daughter received were not even close to what was advertised. I paid for a month's rent so my daughter could find a place of her own near her school. After driving all night from Georgia, my daughter arrived to find a filthy and moldy apartment. She took pictures and sent them to me and my mother. Unfortunately, my mother is allergic to pets, so my daughter couldn't stay with her for long. The next day, Tony&Eli offered to put her in another apartment, but I advised her not to trust him. Instead, I told her to see if our family could help her find something else. Tony&Eli refused to refund the money, so I had to take it up with my credit card. It seems like he has more than one place and is using the same pictures for all of them. Even though I tried to contact Tony&Eli, he did not reply. Instead, he kept trying to contact my daughter and convince her to move into a different apartment. I did not want him harassing her as she's only 18 and hasn't had to deal with this sort of thing before.

Airbnb was no help at all and is considering it a cancellation. Unfortunately, they also went through my daughter and did not contact me. Even though the Airbnb person is in California and can only see the pictures online, they think that just because the owner offers some other place, that should be okay with the renter. I don't see why a customer should have to continue to do business with someone that has bait and switch tactics and would pawn off such a place on some kid.

I will never use Airbnb again and I advise anyone who does to, if possible, check out the place in person and don't rely on Airbnb to help if something goes wrong. I would especially not send anyone that is inexperienced to possibly have to handle a situation such as this. They will be better off going to an Extended Stay America or Homewood Suites where the management is accountable.

Their response was not helpful at all. They suggested that the apartment could be cleaned and fixed, but it was not in a livable condition. It was not worth the money I paid for it. I made a complaint with BBB, and magically, after contacting them, they returned the money. However, they still sent a message to my daughter trying to say that it wasn't really their fault. One thing that was interesting was that the owner of the place is not allowed to substitute another place without the agreement of the renter, so he should have returned it immediately. Then they offered her a $75 gift certificate for another stay, which we will not be using. The Florida Attorney General's office did send a letter just last week, after the fact, that they would look into it, and they also suggested contacting the California Attorney General's office, but as it's taken care of, there is no need.

I recently had an experience with Airbnb that left me with a lot to say, but I'll try to keep it to the facts. I reserved a listing at 656 Atlantic Ave, Westerly RI on 2/15/2022 and paid a 50% deposit. I paid the remaining 50% due for rental on 6/16/2022, but didn't hear anything from the owner since 2/16/2022. I reached out using Airbnb's messaging system on 6/29/2022 and the owner responded the same day, asking to follow-up via a personal email address. Later that day, I received a message with a rental agreement containing new details that were not included in the Airbnb listing.

The new details stated that automobiles were not allowed to park on the street and that only two parking spaces were available for renters. Vehicles parked on the side of the road may be towed as these are No Parking zones. The property owner uses the parking space in between the cottages, so renters must park in the designated "Renter Parking" area only, under the front porch, against the rock foundation. The property owner also uses the lawn area for parking at all times, which is the space to the left of Tenant Parking, as well as, the Basement is restricted to the Owner's use only.

I had already paid for the rental in full upon receipt of the rental agreement, so I had to make a choice. I could either cancel my children's beach trip at the last minute and plead for my money back, or attempt to cope with new terms in an unexpected situation. I chose the latter.

The reality was that, with the exception of the two tenant parking spaces, the remainder of the property was an active parking lot for not just the owners, but dozens of their friends and family that came and went throughout the day and into the late evening hours. The "owner's only" basement was effectively used as a cabana for this large group. There were points in time where there were up to eleven vehicles on the property, only one of which was mine.

My three daughters, ages 10, 8, and 4, made the following statements while we were on-premise:

8 year old - "Daddy, I thought this was our house, why are there so many people here?"

10 year old - "Daddy, I can't sleep with all the noise and car lights shining through the window"

4 year old - "Daddy, when will it be safe for me to ride my bike?"

We paid for a week and left two days early. The next day I submitted a request through Airbnb for a partial refund, sharing the statements made by my children as the primary reasons. The owner responded with a message that didn't address my concerns.

Airbnb responded 12 days after reporting the incident and stated that they couldn't offer any further refunds outside of the host's cancellation policy. Overall, my experience with Airbnb was disappointing and I wouldn't recommend this particular listing to anyone.

On April 21, 2017, we booked Alex's apartment in Hollywood through Airbnb. The listing promised all amenities and a master bedroom with a private bathroom, closet, and balcony. It also claimed to sleep three people, with the third person having the option to sleep on the living room couch or air mattress. The apartment was advertised as having central air conditioning and heating, hardwood floors, brand new furniture, a dishwasher, microwave, full-size stove, laundry facilities, and a full kitchen. The listing also boasted extra comfortable mattresses, 600 thread count sheets, high-quality comforter sets, and a chic and modern design with stainless steel appliances.

However, we were disappointed with our stay and demand a refund for several reasons. Before booking, we asked for more pictures, but the woman claiming to be Alex said she didn't have any at the moment. When we arrived, we understood why she didn't provide pictures. While we did have our own room with a private bathroom, it was very sparsely furnished with just a bed and TV. There was no bedside table or lamp, no dresser, no chairs, and no sofa, contrary to what was shown in the picture. We had to ask for the air mattress, which was stored in a pile in the dirty living room. The room smelled like cheap perfume, as if someone was trying to hide a bad smell. The bath, sink, and mirror were dirty, and only five face cloths and a hand towel were provided. The blinds didn't work properly, and the balcony was cluttered with other people's belongings. The room could only be locked from the inside, and the front door was always unlocked. Alex only gave us the key to the building, not the apartment, claiming that someone was always there. Therefore, both the front door and our room were always unlocked, leaving us vulnerable to theft.

When we confronted Alex about these issues, he made excuses and only provided the air mattress, not extra linens. He also claimed that we had only rented a room, disregarding the fact that we were supposed to have access to the kitchen, which was in a horrible state. The rest of the apartment was also disappointing. There were four or five temporary lodgers or couch surfers in the living room and kitchen when we arrived. The kitchen and fridge were dirty and smelled bad, and there was no coffee maker or glasses. We only managed to find two cups. When we woke up, six people were sleeping in the messy living room.

We have traveled extensively and have used Airbnb many times, so we know what to expect from a room costing $123 CAD (plus fees) in Hollywood. We didn't expect the Ritz, but we won't accept paying that much for a dirty apartment that felt like a bad youth hostel. We also had communication issues with Alex, who made us repeat information that was already in our Airbnb messages. We had to insist that he take our luggage on the morning of our arrival, as agreed, and he arranged to meet us across the street instead of in front of the apartment. He also gave us confusing information and asked us to claim that we were family if anyone asked.

While Alex tried to be courteous and briefly tidied up the kitchen, it didn't fix anything. We had to sleep there the first night because we arrived too late to find other accommodations at a reasonable price. We did find something for the next two nights, but it cost more than our Airbnb booking. At such short notice, barely anything was available in Hollywood.

We demand a complete refund for false advertising and the apartment's poor condition. We even contacted Alex's co-op board to find out if he had the right to rent out his apartment. Despite our efforts, Airbnb's case manager, Ashley C., refused to refund us and only used cleanliness and misclassification as arguments to disengage from further discussion. We believe we should be paid for the third night, given that we cancelled on the spot for the first night. Thank you for your attention and cooperation.

Dominique Bernier