Airbnb
Reviews and Complaints

Hello,

I have been trying to book a place through airbnb in Portland. I have tried to contact host before booking about public transportation, but I never got replies. I reached out few. Then June 26th, 2019, 1 week before my trip, I decided just book the place without host's respond. I was not able to book, and I was told on the Airbnb website to talk to customer support. I tried to send messages from the airbnb site "help" option. I sent multiple messages, Each time, it says please wait till a specialist to get back to me. I waited few hours, no respond. I found airbnb phone number on line. I called, I was told they will send my information as urgent to technical support department. I should hear back within 48 hours. I waited and called, wait and called, Even after 5 days, I was still told I need to wait to hear back from tech support. Everything that I wanted to book are all gone. I am getting nervous, I am travelling with two little kids. I need to plan everything ahead. I am extremely upset and disappointed with airbnb. Like they have enough business, they do not care about new reservation. I slow down with our travel because of our little kids. But now we are just picking up. I am so shocked with inefficiency of airbnb, like no one works there at all. I often book hotel through kayak. We never had issues. Meanwhile I complained to a friend that I am having a difficulty in booking and airbnb didn't get back to me for the solution yet. My friend send me a coupon link for the first time user. I never booked through airbnb before. I clicked the link, it immediately says I am existing customer, it is only for new customers. But if I never booked before, I should be considered as new. I called back customer support again, they said they will send their information to technical support, still no reply. Now I feel like I should never book through airbnb. If a company stops caring about customers, customers will just walk away. Sadly a big company like airbnb doesn't seem to realize that.

Dear sir

i would like to express my deep sadness towards your host - custom services for dealing with my contact
I had booked 5 - nights (25 to 30 th june 2019) in paris about 2 month before my trip with a price about 160 euro with good and reasonable place
BUT unfortunately ; a day before my travel, i have contacted to my host to ask her to check in earlier if possible BUT she shocked me that her announcement is removed from airbnb and she is unable to accommodate me without any previous warning or message
I have contact customer service as she asked but also unfortunately i waiting fro about 7 hours without a clarification to my situation and after that a simple reply to me that your preservation is cancelled and the refund will take place within 5 working days and check another housing with 16 euro bouns !?!?!? i replied : what a [censored]ing joke ?! any new booking would be double- triple price >>>> i need another accomodation not refund but no one answer me ! moreover i ask why if I as a guest when i cancelled my booking late there is no refund and when the host cancelled later she he would not pay a compensation or a penalty over the payed money to book a similar place in this hot peroid !?!? also no one help me

i have booked a bad place also in airbnb without use your bonus - a place withiut shower ?!?!? without bed ? only sink with sofa .. these information i have just received from the next host which wasnt clear in his notification = guess how much == about 290 euro ie more that the previous preservation by about 130 euro without any facility to enjoy my trip (( really i was obligated to accept this situation because the next offer would be 450 euro which is out of my budget due to your wrong policy )

NOW;
in short
1-my first cancelled preservation was HMAKWAM33E (160 EURO == DATE 12/04/2019)
which was cancelled on 9.00 pm 23/06/2019
2-my second BAD preservation ( only sofa + sink without bed shower) which i was obligated to accept as no way no other reasonable offer was HMAAZZM4XF (280 euro == date 11.46 pm 23/06/2019)
3= your joking code of discount 16 euro which i refuse to use it before i have an official complain was HMAKWAM33E

MY official request ?
1-A real compensation refunded to my account at least equal to the second accomodation 280 euro
2-A penalty on the responsible for this problem with my first accommodation with refund my a percentage of this penalty
3- a real compensation for my bad obligatory stay in 2nd preservation which i accept as there no other choices

I expected to have a real refund for this nightmare

waiting for your official reply

thanks in advance

We had no hot water for almost 48 hours. Yesterday morning we had to interrupt our vacation to return to the apartment so a man could come and fix the water. He told my daughter that the gas in kitchen range had to be turned on and lit with a lighter (it didn't auto light) so we could get hot water. He assured her we had hot water and left. When I returned we still did not have hot water. Another representative needed to come back in the afternoon to fix the problem. We interrupted our day again to return to the apartment. He fixed the hot water after some time. We lost a day of vacation, had no hot water and needed to light a gas kitchen range with a lighter...very dangerous. If the appliances are broken they should be replaced to prevent fires. Please address my concerns. I would like a refund. Thank you

As many people have done... I did my research... Decided the area I wanted to stay in... Looked at apartments and booked one several months before my trip.
Then 10 days before my stay... As I am boarding my flight I get a text saying my reservation has been canceled. Airbnb gave me a 10% voucher to offset cost changes... But the problem was that there were no places available in the area I had booked.
I ended up having to book a hotel for $100 more. I asked Airbnb for the $100... You can guess how that went. They take no responsibility for resolving the situation.
So here is what gets me... If I had cancelled I would have lost all my money. If they cancel you just get your money back and your out of a place to stay.
So there is no piece of mind when booking with them. They could care less about the hardship they impose on you. There should be a piece of mind guarantee that insures that when things go wrong they will resolve it to your satisfaction. If this were Amazon they would have found me a place and provided it for free. If you read this... Be warned that this can happen to you and if you booked something during peak season you will have a hard time finding anything in the same price range.
This is not the kind of company I want to do business with or entrust with my vacation.
SHAME ON YOU AIRBNB...

Airbnb sells gift cards and they can only be used for the first 1/2 of payment. One half of the payments are made when a reservation is made and the final half is made at a later time. The Airbnb Gift Card is only accepted for the first half of the payment, meaning a credit card must be used for the second half of the payment. This is not stated on the back of the gift card and is a fraudulent way of selling gift cards. Customer service at Airbnb will only state company policy. So there is no help here. Don't buy Airbnb Gift Cards!

I had to call the Air b&b customer service number on 8th April, as they charged me in full for a booking that my host had cancelled. I did not know the call center was in the US, so my phone company has charged me 25 pound for this 14 minute phone call, which I want refunded as Air b&b did not say the call would cost so much. I can provide evidence for the above, my call history, phone bill and air b&b account info of needed.

I had booked and stayed at an airbnb unit located at 1434 St. Andrew Street, New Orleans, LA from 3/13 - 3/19/19. Host name "Jim". On Thursday, 3/14/19, I informed "Jim" that the cold water shower faucet stem was broken. "Jim" stated he would send over a plumber to repair the faucet. Upon return to the room, I found that the bathroom rug, bedroom rug, a personal jacket wet, bedding wet, personal clothing was missing, luggage bags moved into kitchen/coach area, and personal clothing hanging on bedroom closet door. Apparently the plumber caused a flood while repairing the faucet and did not inform the Host "Jim". I informed "Jim" that we relocated the wet rugs outside the unit which remained there for over a day prior to removal. In additional, I also informed "Jim" that I found drugs and drug paraphernalia on the drivewall window sill of our unit. I informed "Jim" that I needed to launder the jacket and "Jim" agreed to reimburse me for the laundry spent for the jacket. I included a small compensation for the personal items that the plumber or maintenance staff discarded. The small compensation amount was only for a total of $10.00 which I did not receive. "Jim" replaced the box springs and bedding in the bedroom, but the unit began to take on a musty smell. I informed "Jim" that the musty smell was overwhelming and that we need a dehumidifier to properly reduce the effects of the wet areas within the room. "Jim" insisted that only the floor was wet and "Jim" installed three (3) liquid plug in air fresheners in the unit to abate the musty smell. Neither a dehumidifier nor any other mechanical drying device was placed in the unit. The consentrated smell of the air fresheners and musty odor was so overwhelming that myself and my quest had to unplug the airfresheners in the evening. The musty odor continued and we spend the major of our stay outside the unit. We did not use any of the unit's appliances other than the coffee maker and refrigerator due to limited time we could endure the musty stench in the unit. We rented the unit to reduce the cost of stay and spent additional costs for meals outside the unit that we could of had prepared if we were able to remain in the unit.
I am petitioning for compensation of laundry, discarded personal effects, inconvenience of unit use to to musty odor, and failure to reduce adequately reduce a health risk exposure to mold by the Host. This was first experience with an Airbnb and I am very disappointed with my stay.
I have photographic evidence to provide if necessary of the unit which will depict a failure to replace the shower tile area after faucet repair, visible water damage in the bedroom closet, visible blasted wallboard paint in the bedroom, visible bathroom vinyl tile damage, and visible warped bathroom door all caused by the Host's hired personnel.

I am having trouble getting action for my escalated problem regarding my cancelled booking. When I made the booking in mid Jan 2019, I mistakenly entered my wrong email address. I did not receive a confirmation number and became concerned sending a few messages to airbnb saying I was concerned about my booking as it may be a scam. I called airbnb and was advised my email address was wrong. They advised me how to change it and said once changed I could not lonh in for 24 hrs and they would escalated my request to be reimbursed. What I got was a text message forwarding the return policy which I was already aware of. The message came during the night. I asked for someone to call me during the day. No one did. I called again and an individual helped me to change my email address and password. Again I could I not access the account for 24 hrs and was advised to cancel my booking I was to deactivate my account. I did this. Sometime later I called to request to be reimbursed as it was not showing on my credit card. They said they would escalate the call, someone would get back to me and I would receive an email regarding my conversation and providing a confirmation number. I did not receive the email or a call. That was the middle of last week. I called again today with my request to be reimbursed. Again my call is to be escalated. Apparently I was asked to send a link to the booking. I did not receive this request and cannot send the link as I do not have an active account. I tried to cancel this booking within the 48 hrs but I kept running into roadblocks. I want my approx 1100.00 reimbursed asap. My number is [protected]

Please refer to my open air bnb case. It's unethical and an abuse of power to not correct inaccurate data.

Dear Leo,
Air BnB has regulatory obligations to ensure data being collected is accurate and complete, (and personal and sensitive information is kept private).
One way Air BnB tries to collect accurate and complete information is through the development of web forms that are user friendly, and minimise the chance of guests filling out information incorrectly. The forms can't eliminate guests accidently filling in information incorrectly. When incorrect information is collected by Air BnB and published on your web site, and the data inaccuracy is brought to your attention you have an obligation to correct the data through an exception handling process. For example, you confirm with the guest whether the ‘feedback - suggested improvements' data is correct or should it have been recorded as ‘feedback - compliments?' If it is confirmed it is incorrect, then you should allow the guest to resubmit their feedback. You then republish the corrected information.
After a lengthy conversation your response was, "It is what it is." This is an inadequate response even if it aligns to your procedures, (as you say). If this comment is also a reflection of a widespread culture at AirBnB, then this is very concerning and I want to know if senior management are aware of such comments being made.
Regards
Claire

AVALANCHE/Blizzard-AirBNB refuses to refund says it is not Extenuating Circumstance/resort accessible
I had a reservation in Kirkwood Resort California from Feb 4-8, 2019 but could not access the property due to blizzard/avalanche conditions. The weather was so severe that Kirkwood resort officially closed 2/4 and its closure was so unusual that it was reported on ABC 7 news.
The only access road into Kirkwood is SR-88 east/west and it remained closed and did not reopen until 2/6.
I contacted AirBNB on 2/4 and they recommended that I cancel the reservation as avalanche was considered extenuating circumstances and therefore covered under the refund policy, I did wait one night for roads to reopen but ended up cancelling the reservation the next day as road continued to remain closed on 2/5.
In the end Air BNB did not honor their own refund policy, stating that avalanche/blizzard was not extenuating and property was accessible. But despite including cal-trans report, news report, map of property, showing SR-88 is only access and road was closed, they will not refund my reservation.

Booked accommodation through Airbnb, thought I cancelled due to host bad reviews, and booked another accommodation. Cancelled accommodation was cancellable at 1 days notice. Even though the host knew I had not shown up because I had no address or access details, Airbnb charged me for the whole 10 days. When I complained to Airbnb they offered a 50% return which I refused as I was prepared to pay for 1 or 2 days but not the whole time when the host obviously knew I was not there. Airbnb then refused to refund anything and closed the complaint without any more communication.
Be very careful when dealing with these guys, as they have your money in advance and do not refund.

dear people of Airbnb...
I herewith would like to submit this complain, as I am ultimately upset with your service. One of your guests abused me, lied at me & cheated me directly, while your customer service did nothing, didn´t take my calls & complaints into consideration. I was totally neglected.
I am asking for compensation for the lost & insult I got, thanks to your bad way of tackling my issue
I am a host, I joined your community a year ago. I was in doubt to start with you, as I heard a mixed opinion about Airbnb. I called you to make sure that I am going to host descent guests & that you will be there to help in case of a problem. You assured me that you have control of the guests & that you will do your best to help. to my surprise, your platform consists of psychopathic guests...are you aware of this?

This is my story, for about 3 months ago, I hosted a sich person, this is what happened:
-She started doing a single reservation, meanwhile asking us for an extra key because her boyfriend will join her. We tried to tell her that this is against the roles, she was very angry & started treating us that she will write a bad review. What did the customer service do, basically NOTHING
- She broke the rules of the house, we asked her kindly to take care of the door handle, which has been broken by one of your guests. The door was supposed to be prepared by us in 2 days.
- She was very harsh, insulting & she canceled the reservation, assuming that she left the keys at the police station. I even had a stranger to call me telling me that he is from the police. She lied at you, the keys are gone. Since then we have been observing strange things in the flat as if somebody is trying to enter the flat. Where was the customer service in all this? very idle & careless
- I for some strange reason didn´t have the chance to review & justify my position. I didn¨t get that review notification. But she did
It is very obvious, that you don´t give a damn to your hosts & that you are biased to your guests. You claim that you are mediatores, but you are not in any sense.

I hereby acclaim a compensation of chip keys, changing the door lock, as well a compensation for the affront & offensive manner I was submitted to
Aida Nadeem
Phone: [protected]
aida.[protected]@gmail.com

Hello, we had a problem with a host through airbnb. We have stayed at their flat with them. Late at night, they left the flat without any notifications and we have locked the doors for safety reasons. They returned past midnight around 1am and rang the doors which we opened and then yelled at us for locking the doors. That was a really unpleasant experience for me and my 60 year old mother. After that, they haven't apologized and made us feel uncomfortable at their home. And even after that they went and wrote the inaccurate and offensive review on our site based on their fault. We have sent them a message asking them what is the reason for doing that because we are the ones who also started to advertise and what they did was wrong towards us when they replied in an inappropriate way with swearing. They have also said as a part of the extortion that we should have been nice to them if didn't want that. Not only one of the hosts has acted inappropriate, put us in unsafe situation and used inappropriate and very offensive language, We have also contacted customer service department sending them all the details and conversation and all we received wee some generic responses and no adequate resolution. We have asked for this review to be removed and for this host to be warned upon their behaviour towards guests but there hasn't been no action from the side of Airbnb representatives. Then we have asked for official complaints procedure since we are not able to get any resolution and the people handling this enquriy haven't sent this to us after more than 4 attempts and asking. They have instructed us to send the information through this portal, ask for help and formal complaints procedure so we would appreciate if we could get help. Many thanks.

I enquired about a property on Air B and B sent the host an email to sayhad to check with my friends if location was ok could not get location until you reserved property cancelled it within 2 hours and now being charged full price for accommodation that I never wanted this was after the accomodation I had booked 6 months before cancelled 48 hours before I had to go and it was advertised on the site same day$400 more I don't see why I should have to pay for it hosts say go through Air B and B for refund Air B andB say hosts won't pay

I reserved a two bedroom condo in Tower 3 (8th Floor) of the Grand Venetian in Puerto Vallarta. The "Superhosts" were Fernanda and Sacha based out of Oregon. I booked the condo in January 2018 for a stay in December. Nearly one year in advance. I left a deposit of USD$1600. This holiday was planned with other families who are staying in the same complex.

On September 29th I was contacted by Fernanda and Sacha and was told that I would need to pay an additional USD$2500 if I wanted to keep the reservation. They confirmed that they quoted me the wrong price in January - they made a mistake - and now the owner of the condo is requesting more money. I naturally told them that they need to eat this cost because it was there mistake. I advised Fernanda and Sacha that I could not find similar accommodation so close to Christmas. Fernanda and Sacha did not care and advised they had the right to cancel pursuant to Airbnb rules. After lengthy discussions with Airbnb, Airbnb cancelled the reservation. Read the fine print: if an owner wishes to act dishonorably they can simply wait to the 11th hour to threaten cancellation of your reservation by demanding more money. During Christmas this could be ruinous. Because of Fernanda and Sacha and Airbnb, I had to reserve another condo at a higher rate for from the orginal resort and our friends.

You are better off booking through Home Away or with a hotel. And do not book any accommodation managed by Fernanda and Sacha. They word and agreement is worthless.

I have reported inapproreate and agressive behavıou abot a guest named Bilge Yasar (resevation Number: HMX43A8P9F / Villa Manzara Stone Villa 2.nd Floor/ 08/26-09/03).
She phoned twice in an hour saying her water is cut off- lying as it was for a few hours had a bit lees pressurized and asked for (2) days refund. When declined as the problem was solved immediately she offended me with shrewd language. I immediately reported the matter to Airbnb. On their departure morning, we checked the apartment and noticed (2) our our bathroom towels missing.saw from the high elevationthat their car was parked istill in town, we wanted them back. She kied that they were on the road and don't have any idea about it. Crook! Now she written a false, offensive, heavy languase 1* review about me. I want this removed by Airbnb and also I will sue her for defamation of my name as a Professor and US citizen.

I have tried on several occasions to tell AIRBNB to change their policy. I am being penalized for not accepting reservations from people who have no ID and no reviews. Today i called customer service and complained and gave her examples. On one occasion i looked at a manʻs Facebook and saw he called his girlfriend a horrible name. I did not accept him. CS at AIRBNB told me i was engaging in discriminatory practices by looking into his personal life. I was furious. I am a single woman and i get to decide who i want into my house without being penalized for it. AIRBNB does not care about women hosts - this is obvious. They fully expect you to accept EVERYONE even those without ID, without reviews... I am leaving the community of hosts. Am sickened by their policies. Imagine! I am being discriminating because i did not want an angry man without suitable ID into my house. DISGUSTING.

I asked question to a host as it's in Airbab website and immediately received a declined, then why you having "contact host", if i do not get an answer?

I chatted with airbnb officers or customers services, said that the host must declined or accept within 24 hours. Very disappointed of such services as it's on my page that been declined for asking question, even not making any booking yet?

I have been told that they will escalate the matter and someone will contact me within 24 hours. No one did until now, I called this morning after 48 hours to flow up with the matter and I get the following:

After 25 minutes of waiting time to speak to a supervisor and Cathy asking of my authentication they in which i added when I made call, this is wearied this Philippine Call Center, unqualified center, I gave 4 of my authentication but was asking for my credit cards number, in which i refused, i had to disconnect the call as unqualified and wast of my time as can't wait longer.

This information to the managements, unfortunately in Australia many companies using this Philippine Call Center as very cheap, but thy are unqualified.

It's not possible that each time asking question it will be declined, even the host answering to my question!

YOU the management should delete contact host or keep it without having declined or accepted as it's not requested or confirmed booking!

On my referral page I received a notice that my referral fee had been approved and I would receive it in 15 business days. After 15 days when I went to check on payment I was told I would not be receiving the payment. When communicating with one customer disservice agent she suggested to refer other hosts in the future to receive a fee. No one has ever explained why I was told I would receive a fee. They are insisting that I was never told that. I did not take a screenshot of the message as I mistakenly thought that airbnb was an honorable company.