Airbnb
Reviews and Complaints

Airbnb policy indicates that all customers MUST have a photo id on file for all reservations. I am getting numerous reservations with no photo or pictures of art/animals etc... For security reasons this needs to be enforced.

In order to instant book, customers are required to have rented previously and have a positive review. We are getting instant books from 1st time customers. Fix This.

Also, Superhosts should have a phone number dedicated to them, not posted on the internet for everyone to use. Plus the CS rep should be seasoned person and understand the system and speak and understand english. One ones answering now cant find their way out of a paper sack.

Obviously Airbnb does not enforce its own rules or your IT department is inept and should be replaced.

Unsatisfied customer and no th normally one for review, travel every year and no used air bnb fir first time, I feel sick at wh as t had happened to us.

Two friends came back to our place for a drink, we had not even had the drink when nicolas one of the sons of the place entered accommodation uninvited, we were on the front verandah and he accused friends of staying the night. This was not the case and the brother then called the other brother dimitri. They asked our friends to leave after they were rude and then said they would not give us a refund but friends can stay but not those friends as they were rude, witch they were not, they were abused by owners. We then had neighbors with 5 friends over singing and being loud we asked owners for them to be quiet as it was loud and they reactivity called us loud when we were not which they did not. We have it on film them being rude to us. They also threatened to call police which we invited them too as we knew were in our rights and had done nothing wrong. They arrogant sexist and homophobic host have turned us off air bnb.

They made us feel invasion of privacy, ripped off and unsafe. We will make this known for their absolute indecency.

Please help us we are leaving tomorrow as a result, sucking up the loss of inflated price for accomadation with no shampoo or conditioner, for most expensive acccamodation of our trip, which was mostly booked through booking.com. They guys were so rude I have never been treated this was, especially as a customer paying 3500 for 1 week. Refund please.

For more information please contact me on sarah. S. [protected]@hotmail.com or [protected]@gmail.com

On August 19, 2018
AirBnB desiminates slander and libel from
guest reviews that are gross mischaracterizations and violate business ethics
in the name of profit. Linked to a guest reservation August 3 - 8, 2018.

AirBnB allows guest to post malicious lies yet guest never once complained while
living under my roof. Total despicable guest and for AirBnB to delete my complaint
and promote his malicious review of my property is criminal.

I booked an airbnb house on 6th August and I was given the option to make part payments with no additional charge. However, I was charged thrice. I was refunded for one incorrect payment but the other two payments are still kept with airbnb and also shows the pending payment due on 19th August. Since the two payments are already with airbnb, I've made full payment for the house which I booked and the pending status should be changed to payment completed. This experience has been unpleasant and unethical. Request you to sort this issue at the earliest and revert. My airbnb account email is [protected]@outlook.com

Below is the payment details.

Payment
Paid with VISA •••• 8214
Mon, August 06, 2018 @ 5:55 PM CEST1533.28 kr NOK
Refunded to VISA •••• 8214
Mon, August 06, [protected].28 kr NOK)
Paid with VISA •••• 8214
Mon, August 06, 2018 @ 5:56 PM CEST1533.28 kr NOK
Pending Payment
Scheduled for Sun, August 19, [protected].27 kr NOK
Total Remaining1533.27 kr NOK

Airbnb shows incorrectly the overall rating of my listed property on the public profile of the listing. This affects how the listing appears and whether it gets priority viewings in searches.

Airbnb also shows reviews presenting false claims, despite its own policy terms.

I have requested that the overall rating appears correctly and that false reviews are removed. Both my requests comply with the company's policy.

I am receiving extremely delayed and unhelpful responses about the reported incidents.

Ref HMSECJ24WA This property is not where it is advertised. The address does not match the photo and is not near the town or beaches as described on Airbnb. If we had known the true location of this property we would not have booked it.

It is not in Ouistreham. It is in St Aubin de Arquenay. It was described as being near the Normandy beaches . It is not. They are miles away.

It was described as a short walk into the town but is at least 2.25 miles away and is outside the radial area highlighted on Airbnb.

Neither is it at the address posted on Airbnb which is 1 Rue de Petit Bonheur. This the address that does actually fit the description given on Airbnb.

We are travelling to Kelowna for a week of work and vacation. We needed a unique place to stay, as we are taking our boat with us; so need water front with a slip. We booked a home to stay in and were charged $2600.00 on our Visa. We were informed the following day by the owner that her cottage was not available, that it is rented for the entire Summer, and that Airbnb was aware of it. We contacted our bank to reverse the charge on our Visa, and were told that if an Airbnb representative called them they would reverse the charge immediately. After several calls to Airbnb, several hang ups, long wait times on hold by both the owner and myself; Airbnb refused to call our bank to reverse the charge. That charge will now take up to 15 business days to reverse. Then out of desperation we booked another suite with Airbnb, paid another $1800.00 on our Visa, and 2 days later - one day before we travel to Kelowna; the owner of THAT suite called to say that hers was not available either, and is in fact booked for an entire year. We now have a $4400.00 charge on our Visa that we will not see returned for 15 business days; a week of business booked in Kelowna, and nowhere to stay. Airbnb is a horrible organization, with beyond dismal customer service. I am now waiting once again for a returned call from the customer service line. If they do not rectify this issue immediately we will be going to the media.

I would like to file a formal complaint against Airbnb. I booked a 1 month accommodation for international travel to Spain. The Airbnb was not as advertised, in addition to safety issues with respect to the front and back door being broken. I called Airbnb within 24 hours of check in to voice my complaints and request new accommodations. I called several times over 3 days, transferred to different case managers that were suppose to be handling my account, to then have to start from the very beginning of my story with each new case manager. After the 3rd day with no progress being made, it was evident that this was a strategy they use to fatigue the renter. I had to call my bank to reverse the charges and then move out and find other accomondations. I am really surprised that an international company would conduct business in this manner. I will absolutely never use their services again.

Airbnb has withold my tax and won't release it. it is auguest 2018, for 8 months, I called every month, after being on hold forever, they came back with the same answer everytime, we are still "working" on it, and meanwhile, I am paying 5% each single day to IRS of the $9000 I owe to IRS.

Now I got a last notice from IRS, called airbnb again, still b**shiing me around that they are still "working on it"...

*I called airbnb multiple times regarding my tax withhold and 1099 form before I filed my tax, they all told me that they will MAIL it to me, they never did. Later on I found out that they emailed a link for me to fill out my information...I was never advised this step, I have always been told that they will MAIL me the 1099 form. I have set up an email just for aibnb because they constantly sent you emails, easily 10-15 a day, as a normal person who has a job, I couldn't just sit there and look through all the emails...after many phone calls, many representatives and months later, finally one person had the knowledge and I filled out my information, she told me, should checked your email...

I am researching websites that I can file complaints and finding a lawyer.

One hell of an Airbnb horrior ...

I am not the only one who is feed up with airbnb, the friend who introduce me to airbnb left early this year.

I am selling my brother's rental house end of the month, so he won't have to deal with airbnb anymore.

My boyfriend who has been superhost for the last 4.5 years is going to stop as soon as I sell his house.

The next will be my parents rentals...we are so done with airbnb

There are a few good websites(airbnb competitors) you can google it or reach out to me, I can send the link to you!

Have been waoting over a week and after sending 3 mails via AirBnB website before "Mark" without surname contacted me. After loads of mails up and down. And even sending mail to host to sort as per Marks request about a wrong charging he admitted was a system error and thatbthw host would not have been able to fix it anyway? So why must I contact them anyway?

AirBNB charge a extra fee not only the 20%fee to the host . This so called fee is supposed to help with site ease of use Nd have 24/ contact for help which did not happen.
Host sent me a special thar had to booked with in 24hours. Their cost was R16000.00. booking then stated just over R18000.00. then with password difficulty I action d payment hours later and then the price jumped with another R800.00 which I want refunded.

Actually also part of the other service fee as they did not adhere to the protocol for fees charged.

Regards
Carel
[protected]@diveinn.co.za

I had a really bad experience with Airbnb. On 2 July I went on their official website and found a villa in Majorca. I opened up the post and was able to see all the photos, reviews, etc. I then checked the red 'email host' button on their site and wrote to the host, who duly replied through what appeared to be the official Airbnb platform. After a couple of days of communicating via email, I was sent the invoice which looked exactly like the Airbnb one. I paid it and thought all was sorted. Two days later, I received another invoice and this started to ring alarm bells. I contacted the Airbnb customer service and they said that they would get their Trust and Safety people to look into the case and offer assistance. I did hear from them within 24 hours, but assistance was definitely missing! I was told that if I'd paid outside of their secure platform by bank transfer, they would be unable to offer compensation. After further correspondence with them they have now said that this is their final decision for my case and that this will be their final email about it.

A couple of points to make here: 1) I found the house listing on their official (secure) website; 2) I went through all the proper procedures for Airbnb bookings (no phone calls and no private emails); 3) Invoice appeared to be generated by their site. How can Airbnb say that they have no responsibility when their site is not secure and they do not have any measures in place to ensure that this sort of thing doesn't happen? Also, how was I supposed to know that I was not on their secure platform when everything seemed genuine and coming from them?

Airbnb is allowing fraud to blossom through its website and it needs to address the situation now.

I would like to have a refund of the money I spent, EUR 2, 678 as I hold them entirely responsible.

I am very upset and angry with the host referral programme. I have invited 4 hosts. And i have helped them to create their acoount. I gave a lot of time and effort. They have promised 250 for each hosts and gave only 86 euro for the first 2 by saying Airbnb has the right to change the amount of bonus anytime. And for the other 2 they told me the hosts i referred did not used the link i have sent while i am the one who clicked the links amd create the accounts to help them.. i really hope developers will create a new and ethical platform for hosts..

Hello

Recently (the last being this morning) During my searches for a holiday or short let accommodation in Paris and Poitiers in France, Airbnb encouraged me to make 3 reservations. They made me give my payments and newly updated credit card details. Although I recently updated my new card details and they sent me an email of confirmation, I suspect they have not able to register this new card. However, I filled all the required areas for my reservations and they led me to conclude that my reservation was complete. Yet three times (the last being today) after logging out I realized that none of my reservations was processed. I just wonder if another company is masquerading as Airbnb and ripping me off. I will get in touch with my bank as soon as I receive an explanation from you.
Kind regards
Ana Ingham

I booked a room in Quebec for June 10-13 as part of my Birthday trip which is June 11th. It stated it was close to center and looked nice.

I arrived June 10th early morning (my flight was at 6am from NY) without much sleep. I took a Taxi to old town and the host was not around and he never informed me. I was dragging my luggage all day long up and down the hills...which was awful. My check in time was constantly pushed as it turned out the host asked a friend to receive me but the friend was not nice or responsible...The location ended up being very close to the airport. i had to take bus 11 to central stop and then 28 stops on Bus 807. From there another 10 min walk down the hill and later up the hill with my luggage. I almost left as nobody arrived. Finally when the person arrived he had a hard time opening but when he let me in...there was no towel, there was no bed cover, the toilet was clogged and the place was filthy and run down. Th person was super rude and sat with this dirty clothes on the blanket said: well, you don't stay here so i can do whatever. Now, i called Airbnb and some girl Gabi was rather understanding but didn't help me find another accomodation, which I did by sending few request to hosts which was rather late in the evening. To salvage my Birthday, I went back up the hill and took the bus back another 3.5 dollars and arrived at Arcadia hotel. I was so exhausted and worn down that Arcadia receptionist didnt take my passport or deposit and let me go straight up and sleep. I assumed that Gabi cancelled the reservation and refunded me the money but yesterday i realized nothing was done. The host got paid fully for 3 nights where I didnt stay and he had a flexible refund policy...Which is an outrage by itself...I c called yesterday again Airbnb and was on the phone for at least an hour with various unhelpful and incompetent customer service people. You absolutely have ruined my birthday and the fact that my money was not refunded is simply FRAUD. At this moment i want of course my money and the hotel bill and competition for my time and the Trauma your service has caused me. It is unreal that you are peoples money without checking the listings and then keep peoples money hostage. Why didn't i get help with new accommodation? Why i have to pay last moment high hotel fees where I could have gotten cheaper ...check in in the morning and not to have to drag my luggage all; over town and pay for a place that is misrepresented and not appropriate...Im LIVID...I have a radio show and many 5000 friends on facebook and I will warn everyone to void Airbnb...This is not acceptable...Your software also is full of bugs and was not allowing me to download photos or demand money...I guess A lesson...Never pay upfront...Airbnb is Fraud.
The hours and the upset ness i have to spend on this- NOT WORTH THE hassle...I hope someone will fix this and if not, I will go to the Media.. I will not let this go...Shame on you. Aviva, [protected]@gmail.com

I will like to report a fraud by my host. I had a agreement with the host prior to submit payment. The host and I agreed that the only way I can see the apartment and decide if I wanted to rent it out for long term was by buying 2 nights so I can get his contact information and see the apartment to see if I would decide to stay with it for long term. So I bought the 2 nights got his contact info saw the apartment and decided that it was not what I was looking for, so when I asked for my refund he said no. strict policy. I told him we had a understanding on what was going to happen and we had agreed. He wont refund me the money. He has stolen from me. This is a fraudulent person. Please help me with my refund
thank you
Confirmation Code: HMPWTBPR53
please get back to my email
[protected]@gmail.com

This occurred on 6/3/2018

I booked an Airbnb months in advance in Florida. I am a student who was interning, and I needed a place to stay without breaking the bank and I found the perfect place.

A few days before I was set to start my internship, my host cancelled on me. Unfortunately, because I was abroad (as I am also an international student), I was not able to see the email that was sent out because I had no internet access at the time that the cancellation email was sent.

Now, I understood that this part was not Airbnb's fault. However, I was still very stressed as I found out the day that I was supposed to arrive at the Airbnb in a city that was a couple of hours away from where my flight landed. I did look on the Airbnb website for more alternatives, but I figured I should call because they may be able to see things that I cannot.

I called in, calmly, and told them my situation. They directed me to a case manager named Annie. This started my hellish experience with their customer service.

First of all, Annie was extremely rude right off the bat when I asked for some assistance in brainstorming other ideas and seeing if, on their end, they could help me find other places to stay for 3 months - even if I had to move around a little through different Airbnbs. I kept reiterating to her, politely, that I was just calling because Airbnb is a big corporation and I was positive something could be done, especially with their assistance, in a painless and easy way. I even told her, multiple times, that I was not trying to be rude to her, so if I sounded stressed, it was stress purely directed at my situation and not at Airbnb or her. Still, Annie still gave me very terse and exasperated tones and phrases.

Secondly, she did not seem as if she was listening or if she understood me at all. I told her why I was unable to access the email and in a very skeptical and condescending tone, she said, "Well, where even were you? Why were you out of the country?" I found that to be extremely inappropriate of her to ask because I felt that she was insinuating that I was lying, but also the wording of her question seemed irrelevant to me. She asked those questions of me 2 or 3 times from what I can remember. All I was asking for were solutions, and she kept point out what I did wrong. Multiple times she said, "You should have checked your email every day for this email, " even when I explicitly told her multiple times as well that it was impossible because for the last week or so while I was abroad I was out of internet, and by the time I was able to check my email, I was flying and brainstorming other ideas.

When it finally seemed as if she understood my plight, she said she would look into it. I told her that I needed the Airbnb to be located near where I work as I do not have a car here in the States. I gave her the listings I had seen but asked if there were others that potentially were on her end that I could not access, just to cover all my bases.

Instead, she all the listings SHE gave me, where about 1-2 hours away from where I had originally asked for - by car. She asked me why "these options are not good enough for you?" even though I had already told her my criteria - EVEN THOUGH I gave her 2 other listings that were in the area that would work. I was really pushing also because she promised me a certain refund and compensation, so I was trying to make the most of that, which is why I asked her to do it on her end because she has all that information in her hands.

Then, we hung up the phone and she assured me that it would be handled and she would call me within the hour. I was satisfied for now and I continued to search for other options in case I needed them.

About 1 hour later, I was waiting and got no response. I messaged within the little staff chat box she had opened up. I waited another half hour before I called just to check in. I got a representative, and I told them my situation. They could not reach her at the time, so they sent her a message. Then when they did receive a message, they said that she told them she tried calling me, but I guess because I was on the phone with the rep, they were unable to call me. They told me to hang up, and Annie would call me right back. So I obliged and hung up, and waited for Annie's call. I received a message that she was calling me, but my phone was not ringing at all. I had my girlfriend call me to make sure my phone was receiving calls. I even restarted my phone. I did not receive any calls for 45 minutes, until I got upset and called back. Again, they told me the same thing - that she could not reach me. I even tried to give an alternative number, but nothing.

This went on for a total of 4 hours. I waited and called and waited and called about 12 times. By this time, I was furious. Annie must have been lying to them about trying to call me, because nothing was showing on my phone and I triple checked that I was receiving phones. I asked for a different case manager 3 times but they always said Annie was taking care of it. Then they told me Annie was working with A DIFFERENT client... So was she really trying to call me? You tell me. Honestly, I wish she had just updated me so that I knew whether I had to make other arrangements, but she kept assuring me to stay by my phone and wait. Occasionally she would message me with leads that were FAR out of the scope that I asked her about. Even when I found one, I told her on our messaging that I honestly just wanted to talk about navigating costs and what not, and she did not come through with even a response to that - just alternatives that would not work at all.

On the last call, call 13 or 14 to Airbnb, I demanded another case manager. I told them my situation for the umpteenth time, and in advanced, I apologized if I sounded rude to them, but I was just so frustrated. I did not get off the phone until they could find someone for me to talk to because it was ridiculous that I had to call that many times and wait that many times, when I was promised a quick solution by Annie.

I felt bad for that last representative because she seemed a little frazzled by me and also it was clear that English was not her first language and I was pressuring her, but I really needed this done and I was out of patience. I tried to reassure her that I was in no way putting any blame on her, and I told her she was very nice, but I was so irritated with Airbnb. Then Annie told me she was clocking out at 5:30PM... our call was over 4 hours ago... That really infuriated me as well, because she did not even give any indication that she actually cared about her job. She did not help, she only caused stress and she was extremely rude, and now she was just leaving.

Eventually, I was able to speak to a different case manager. By the point, I demanded more monetary compensation because I felt like Annie was so rude and wasted so much of my time that I deserved some compensation for that incompetent worker. At first they said they could ONLY do $200 more on top of a full refund... I kept insisting that I needed more because what Annie and the previous staff did was unacceptable. Then they said they could do $300, to which I replied, "So did you lie to me that $200 was the most you could do? You said ONLY $200..." The poor woman was more frazzled, but I was already on a roll.

Why did the case managers have to call me back? Why could I just not be transferred? I've worked in a call center before so either their system is wonky, or these call center workers are outsourced, which at that point is fine, but if all their case managers were like Annie, then no wonder Airbnb has such low customer service reviews.

Eventually, I was able to talk to a higher up manager who offered me a way better deal at $700. I wanted to push more, but the manager was so much better and nicer that I backed down. After I solidified that deal, I told that particular manager that, honestly, if Annie hadn't been so rude to me and made me wait 6 hours for her to tell me she was clocking out without having helped me with ANYTHING, I would've taken the first deal and their center wouldn't be out $700 extra on top of a full refund/paying the different...

Overall, this was the absolute WORST customer service I have ever experienced in my life. I have talked to dozens and dozens of other customer service representatives from so many companies, and I have gotten a few bad ones, but Annie and most of the Airbnb people I talked to were absolutely horrendous. I hope I never have to deal with her ever again, and I hope they do some extra training on her, because I pray that nobody ever has to experience that.

Reason of review: Poor customer service.

Monetary Loss: $1500.

Dears
I was surprised yesterday when I received an email that Airbnb had desactivated my account under the pretext that I am under the age of 18. I didn't understand from where they got this information. I am 53 years old as mention my profile photo and I joined Airbnb in 2014. During these years I booked many apartments in many countries without any problem. In addition I got positive Feedback from all the owners.
I called yesterday the Customer service which promised me to get back to me once the case manager is available.
I am still waiting that you consider my case and reactivate my account.
Thanks in advance
Mohammed Belhaj
[protected]@yahoo.com

Both of these incidents occurred in the past two weeks, both San Francisco...
Firstly got cancelled by host from Homeaway after being booked in for months !
SO, go with the professionals I said, AIRBNB I said ...
Sorry I no longer have the ref. number...but!
One is Christopher...AMAZING view from Russian Hill, paid with Paypal
gets an email that he doesn't have anyone to let me into the apartment ?
So no go

Next was Charles...Best location in North Beach with Balcony !
I booked from July 3rd to 12th...THIS Year (for both)
Email returned that date was too far away ? thought I had typed 2019 by mistake
BUT no, had the correct dates in...TOO FAR AWAY ?

Almost ruined the holiday(and the marriage) but managed to get an hotel at double
the price I may add(for the same location of course

Obvious question is of course WHY are these people even allowed to be in this business? and yes it is a business when they are charging for it
You advertise, so your selling, I bought (twice) with NO product to show...
NOT ON !

Keep to no feedback from Airbnb support, just keep to ask waiting their judgement for extenuating circumstance.
However, we have wait long time already and no more feedback to us.
Also, we haven't confirm the cancellation buy CS cancel my reservation and just refund 50% payment to me just in few minutes.
Really bad experience and will not try airbnb anymore.

re Booking: HMZX3YHQHX

I have tried to use your website to complain that my credit card was charged THREE times on the same day with NZD $51.49 for the one night's accomodation on Saturday 21.04.18.

I have had two requests for the booking number by airbnb staff but am still waiting for am email apologising and saying both overcharges have now been refunded.

I did recieve an email initially saying I have been charged twice and a refund would be forthcoming (takes up to 15 days grrr) by no one has acknowledged I have been charged THREE times (not twice).

Hopefully I will now get some action ?