Airbnb Omdömen 1 485

I have been using Airbnb for over 10 years, and I have never experienced such a disappointing and frustrating customer service situation. This experience has genuinely changed how I view the platform.

During a recent stay, a bathroom sink detached while being used normally. There was no misuse, no excessive force just everyday use. From what we could clearly see, the sink had been poorly mounted (essentially relying on adhesive without proper structural support, nor brackets, nothing to support it), which caused it to fail.

I reported the issue immediately, cooperated fully, and provided detailed explanations and photographic evidence including comparison with an identical sink in the same apartment showing signs of deterioration.

Despite this, Airbnb chose to ignore the actual cause of the failure and instead focused only on the fact that the damage occurred during the stay. Their entire decision-making process seems to default to “damage happened = guest pays”, without properly assessing why it happened.

Even after appealing, escalating the case, the responses were generic, repetitive, and clearly not engaging with the evidence provided. At one point, I was told there was no “before” context despite the fact that I had submitted comparison photos showing the same faulty installation.

What’s most concerning is how difficult it is to properly file a formal complaint or get a meaningful review. You are passed between agents, given templated responses, and eventually told they will “disengage from further correspondence.” That’s not resolution that’s shutting the conversation down.

It feels like Airbnb prioritises the host’s claim over a fair and balanced assessment of the situation. As a long-term customer, I expected better at the very least, a proper evaluation of the facts.

Unfortunately, this experience has significantly damaged my trust in Airbnb, and I will now be seriously considering alternative platforms in the future.

Very disappointing.

From what been learning lately book direct - Airbnb too risky, take no responsibility and in conclusion a rip off.

Appalling customer service. We booked a cottage, believing it to take dogs as had used the 'pets allowed' filter, paying a 50% deposit (£684). The cottage has a 24hr cancellation policy (probably in breach of UK consumer law) thru the Airbnb website. Attempted to contact the host within the 24 hrs without response so cancelled after 28hrs. No refund from host, contacted Airbnb on 3 occasions since, they too have been unable to contact the host. Airbnb have now washed their hands and said it's up to the host whether a fund is due or not!!!!!! Now persuing thru section 75 legislation or if it comes to it small claims court. Outrageous.

Booked an Airbnb in Australia but unfortunately our flights were cancelled through Emirates due to the war which affects our transfer through Dubai. Airbnb agent told us (and their calls are recorded) that we would receive a full refund and not to worry, but when I chased the refund they said it was down to the host and denied that their agent said anything about a refund. I challenged them as they say all calls are recorded. We were refused a refund and Airbnb just hid behind policies and procedures and closed the case by automated message. Will never use this company again.

Guests brought prostitutes back to the property which is against my house rules. Airbnb gave me the wrong information and told me that if I cancel the guest I have to refund them which is not their policy.

Very disappointing and unfair experience.
We were asked to check out at 7:00 in the morning, which is extremely unreasonable, especially as we were travelling with three young children. This made our departure very stressful.
After our stay, the host requested £86 for a small bathroom bin, claiming we had broken it. This is not true, as the item was already damaged before we arrived.
I also left an honest review on Airbnb, but it was later removed, which was very disappointing. It feels unfair that genuine feedback can be taken down.
Overall, this experience caused unnecessary stress and has affected my trust in how issues like this are handled. I would strongly recommend taking photos upon arrival to avoid being held responsible for existing damage.

They took €650 security / cleaning deposit via credit card, the host refunded after no issues, however Airbnb converted the card payment and refunded gift vouchers - essentially stealing my cash.

Absolutely shocking customer service and no way of escalating. Now having to seek legal advice

I booked an apartment in December for a 5 week stay in Dee Why NSW. The apartment had not been cleaned and loose wiring all around. Not enough towels or bedding and amenities missing. Host was readily available but not taking on board the problems in a proactive manner. I gave up after 2 weeks and stayed as there was no alternative as I had paid up front. I cleaned the place and tidied it up. I complained to airbnb on return to the UK but as others have said you are passed from pillar to post in different countries and get absolutely nowhere. I was looking for a partial rebate but as the host refused they could do nothing. As a result of my complaints backed up by photographic evidence the host decided to write a defamatory feedback on me claiming I had left the apartment in a mess with rubbish and damage when in fact it was cleaner than when we arrived. He also recommended that other hosts shouldn't accept me. I have no recourse on this. I would never use airbnb again. I have now left this with my card provider to look into. Dreadful company that allow false descriptions and not current photos of properties

Airbnb’s communication on the day of arrival was late and ultimately unhelpful. At 17:43 on 5 April, after we had already travelled and were approaching the property, we received an email stating that our reservation had been cancelled due to a duplicate booking caused by a systemic issue with the listing management software.

The alternative properties suggested by Airbnb were not available for immediate occupation and, when this was pointed out, further suggestions were made that were not even in Perpignan.

As a result, we were left without accommodation in the early evening and had to book two hotel rooms at short notice, which proved to be very expensive. Based on this experience, the support provided by Airbnb fell well short of what we would reasonably expect in such circumstances.

I returned to hosting in 2025 and quickly earned Superhost status, enjoying the extra income and meeting lovely guests. However, a recent security concern turned into a total "sh**show" thanks to Airbnb’s incompetent support.

A guest contacted me via WhatsApp, claiming Airbnb provided my number. When I called Support to verify, two agents flatly denied sharing host numbers and even suggested the guest had "tampered" with screenshots. After 50 minutes of rising anxiety, a manager finally admitted they do share numbers 24 hours before check-in—but did so with a condescending tone, telling me I "should have known this."

Because they provided zero clarity and zero empathy regarding my safety concerns with an unverified guest, I’ve cancelled my listings and moved to a different platform. Airbnb clearly values their guests, but they treat their Superhosts as replaceable.

Charged twice for the same stay but despite providing proof from bank statements Airbnb customer service kept arguing. Frustrating to be confronted by such incompetence from a company who I trusted.

My apartment is dirty. I sent photos of the dirt.I want compensation. All of a sudden AirBnb just stopped answering. Zero customer service. If there is a problem, you won't get a resolution. Better use hotels

I got bitten by bed bugs in the airbnb accommodation in France and while they refunded the cost of the accommodation and the host said they would get the exterminator in asap, airbnb won't help with the cost of the exterminator for MY property, now I've brought them back with me. It's a nightmare.

Arriving at your accommodation in the early evening after a long journey to be met with extra fees is a tactic increasingly used by Airbnb hosts to scam you, so be very wary! We missed the listing wording that check in was from a narrow window of 2-4 pm and in spite of telling them we’d be arriving later, no mention of surcharges was made until we arrived and they refused to supply the key until an extra €60 was paid. We decided to forfeit the money we’d already paid for the accommodation and drive in to a different hotel through booking.com. Needless to say Airbnb customer service was of no use. We will never use Airbnb again and given the number of underhand hosts that use it now I would strongly urge people to use more trusted platforms. There are honest hosts, but it’s just not worth the risk!

Host left a good review of me but after seeing mine, which was dreadful, was allowed to delete it and leave a review lying about me. After I complained (thank goodness I took pictures as proof I didn’t “vomit everywhere” and ‘break 2 tables” the host had no option but to take their review down but Airbnb didn’t check anything. Including I was sexually harassed but they don’t care. I’ll never use them again.

One star is too much, absolutely abysmal customer service. Despite evidencing the fact that the host had not only breached the Airbnb Policy (and the law) by entering the guesthouse while we were out - on more than one occasion - Airbnb said that they had determined that no breach had been made. I spent hours detailing everything over messages, and also on the phone. Even with photographic evidence of the intrusions absolutely nothing has been done about it. Appalling, I'm livid and will never be using their services again. So incredibly disappointed as I've had so many good experiences.

Have been in contact with them numerous times about changing my payment as my previous card was lost and there system doesn't allow you to change the card or when you do it keeps coming up as an error spoken multiple times to so called support and they just ignore my problem presumably as they have no idea how to fix it

I was about to book my staying in Lisbon for summer and 3 different hosts with very high prices, by the way, DECLINED. Good
I booked a hotel with Booking.com, much better, cheaper and breakfast&cleaning service included 👌🏾

Terrible customer service, will not use again. If you face issues, just deal with them :)

Scam
Hi, I have rented a flat for 2 nights on 18 Smardan Street, Bucharest, from a certain Adriana. I had to check in today, but Adriana, as she presents herself, let me know only today that the flat wasn’t available anymore and that there is just another one 4,5km away where I could go. She put it in a way that if I wasn’t to accept the option, I should cancel the booking, although I am not covered for cancellation. This feels like a scam scheme, I’ve got to say that the first message, where she gave me the news, didn’t look as if written for my situation, it feels like it had been sent before, as it looks very well written, too well edited, and very impersonal. I will attach the screenshots of the conversation where possible. Also, the person is not available at the phone number provided. My daughter has called her, but the phone was switched off, which shows that the person didn’t just block me, but has disappeared.