Review Time
We walked in, introduced ourselves, went on a tour, walked out and went to find a hotel. Called Airbnb within half an hour and talked to Christopher. I told him about the unacceptable conditions (filth) and he said it would have to be referred to a case agent. After receiving no response in 24hrs, I called again and talked to Alain who graciously informed me that Christopher had not sent the request through and now it was too late because the reservation was already over and paid for. He sent it to a case agent, Leslie, who informed me that I had to fight it out with the home owner because I didn't take pictures!!!!! Apparently you are supposed to walk in and start snapping pictures of a person's home! Unbelievable! Buyer beware! If you run into an unacceptable environment, you need to understand that you are on your own! Airbnb is skewed and advocates for the host NOT the guest!
Competing in the big world is NOT for Airbnb . We unfortunately did not read reviews of Airbnb before booking just 2 nights in Vancouver . Confirmed ..paid the stay 6 weeks before our travels. 3 weeks later, we get notice from the owner that ..no ..it's not going to be available . Oh really ! Yes but I can place you just 7 blocks away in another place ..sounds ok but then a week later ...no...it's not available either . Ok we r retired and have extra time to mess around with this ..CANNOT get in touch with Airbnb to get any sort of basic satisfaction ..you are on your own . Just booking a simple room is what we always do but we are stuck with this complete nonsense and satisfaction is elusive at best . Hanging out there is uncomfortable to say the least . Buyer beware should be their motto . Let's just say we now know that basically if this doesn't complete they might as well have said .."take a hike" ..we got your money ...next sucker is already in line ... Yea but for how much longer .. Airbnb , we all deserve much better. Shame on you .
I have a listing on airbnb and saw that they offered free photography sessions and put in a request for it. I was contacted by a photographer to set up an appointment. The home is our vacation home and is hours away from my actual residence so careful planning was required. I made certain accommodations for the trip and we scheduled it for Sunday at 10am. I contacted Zoe that morning at 7am to give her the gate code to be able to enter the residence and did not receive a response until 9:30am saying that she will simply not be making the appointment. No explanation was given and was only given less than an hours notice. I understand that it is a free service but the money spent on travel and cleaning total to over $400. I contacted airbnb and waited 30 minutes on hold just to get a rep to tell me she is going to forward my issue to another department and they will call me back. I still have not received a call back. I doubt any action will be taken toward the extremely unprofessional photographer, for anyone looking to request this service please beware.
Don't trust Airbnbn to collect money for you they booked a Guest without collecting the Money or security deposit for me and left me with Guest living for free in my Apartment.
Don't expect any help from Airbnb every time I call them all They are doing is getting me of the phone with the same old story we will look in to it like a broken Record. In the meantime I am losing money and have people living for free in my House.
Looks like Airbnb is just out to collect a easey fee and don't offer any protection what a fraud.
This review applies to Airbnb US and HQ. However since many Airbnb Canada guests use Airbnb when they travel in the US, this applies to them as well.
Review integrity is unique @Airbnb. All pay per booking Airbnb competitors are scam operations or inadequate. Airbnb protects guests well.
Review integrity is unique at Airbnb, not only in its industry but also among all internet companies. This is a huge win for guests as any intelligent person who is risk averse will select a host with many good reviews and be fairly sure that they will get a good experience. This is because on average Airbnb reviews are very accurate. Possibly only Ebay can compare with Airbnb as far as Review integriy. Many other internet companies like Yelp and Tripadvisor cannot compare with Airbnb and pose severe risks to users and guests. From my experience Yelp and Tripadvisor are corrupt and unreliable and their reviews are junk on average and/or do not have the right people and right systems to handle what they try to sell to the public.
Airbnb invests massive resources and very smart and nice people to ensure the integrity and accuracy of reviews. They keep improving although there is still room for improvement. I would like to see Airbnb add star reviews for guests too not just hosts; similarly to what Ebay does where both buyers and sellers are star rated (not just description rated). This would ensure that each Airbnb transaction is smooth for both guests and hosts and that Airbnb would succeed even more.
Airbnb has no competition; all its competitors do not have the resources, ethics, integrity, people and systems that Airbnb has. In fact some of Airbnb competitors, including well recognized names such as Tripadvisor, are essentially scam operations. I am not familiar with VBRO and other non pay per booking operations so I cannot rate them but if VBRO and other were smart they would switch to a pay per booking model so that hosts do not have to pay a huge fee upfront.
In essence many of the recent reviews of angry guests about Airbnb are either fake or the guests did not take the appropriate precautions such as choosing a host with many positive reviews so they get what they ask for.
Another area of improvement for Airbnb would be adding the ability for hosts to include special amenities such as indoor pool vs outdoor pool, private garage etc because many guests do actively look for special amenities but the current Airbnb menu does not allow for that search while many of Airbnb competitors do allow more options in search.
Airbnb has made huge improvements recently. I had an old Truspilot review of Airbnb with 2 stars that you can read below.
OLD REVIEW BELOW
-----------------------------
Potentially great but lots of risks for guests and hosts that money just can't buy
This review applies to Airbnb US and HQ. However since many Airbnb Canada guests use Airbnb when they travel in the US, this applies to them as well.
One huge issue is that guests star ratings are not shared on their public profile to hosts. Airbnb values transparency and truthful reviews that is great. However there is a double standards. Host profiles show stars for categories such as check in, communication, overall satisfaction. These stars are left by guests in their review for hosts. However when hosts review guests and leave them stars; those stars are hidden so hosts do not have transparent and full information about the guests. Also showing the stars for the guests would provide an incentive for every guest to behave and would save a lot of money for Airbnb shareholders by decreasing the amount of time dealing with guests hosts disputes.
Another huge issue is that there is no transparency about rankings. I have received over 42 reviews all 5 stars but one 4 star for check in and my listings sometimes do not show up in search or are penalized against other listings with worst reviews than mine and Airbnb will not explain why. So guests looking for places cannot find my listings because they are not showing up in the search results are they are buried.
Another issue is that the escalation level of customer service is not subject to review by the user. If I talk to an Airbnb customer service rep, I will be sent a survey to review my experience but if I were to talk to a "case manager"; the escalation level of airbnb customer service; no survey will be sent to me. So customer service is very good but case managers are a very mixed bags. They are usually very slow, which can be understood, and some of them provide horrible service and some great service, like Julian who was amazing. So it's very spotty and could easily be solved by sending out surveys about the experience with the case managers.
Airbnb has an excellent platform and customer service is often great. There are many wonderful professionals in customer service at Airbnb. I would have liked to give a 5 star review to Airbnb because they definitely have the potential and resources; however some of their leadership in customer service and possibly overall is very questionable and that creates huge problems for Airbnb guests and Airbnb hosts and for their safety.
I have not been a guest on Airbnb yet but I have been a host for a few months and I have over 30 reviews from guests and my average star rating is 5 star ratings on every category. I have met some great guests on Airbnb but I have also had a couple of horrible experiences where I have received inadequate support from Airbnb or where Airbnb customer service actually made my experience much worse
I have met a couple of lying, deceitful, or racist guests on Airbnb and Airbnb is unwilling to fix this.
I had a horrible U.S. Airbnb customer service experience with Jessica H and Delilah B, who were rude, deceitful and abusive and their manager who refuses to speak with me.
I have noticed some bias on several occasions from Airbnb representatives. Airbnb seems to favor guests over hosts, now that there is an abundance of hosts on Airbnb, and women over men many times if there are disputes thus making the community unfair.
They are also sometimes very slow in addressing urgent concerns, and do not always follow their own Airbnb rules but bend them according to "case manager" is on duty so it is unfair and biased and there is no accountability mechanism as sometimes they won't allow or discuss complaints or in fact retaliate instead of appreciating the feedback.
I have also been contacted in the past through Craigslist from Airbnb hired people who claimed to be non-associated with Airbnb but were trying to push their service and make hosts sign up on Airbnb.
One Airbnb guest from Malaysia stole from me, lied to me, harassed me damaged my property and made racist remarks about people from India (I am not from India but I do not like racist people). Airbnb did not protect me appropriately and I lost money and a lot of time. In addition, Airbnb penalized my listings in the search results so that my listings are much harder to find for guests who want to book in the area.
Another Airbnb guest, an organization from Oakland, CA, recently contacted me through Airbnb to stay at one of my locations to do their work. They misled me and I had accepted their reservation based on the information they gave me. After receiving booking confirmation, I found out their name and immediately learned through a google search that they are involved in illegal activities on a regular basis. This guest / organization later confirmed this in writing by messaging me on Airbnb.
As my guests' safety is my priority, I do not allow any guests who are involved in illegal activities to interact with me or any of my guests. I informed Airbnb about this group immediately, Jessica H canceled the reservation, without my authorization, and then lied to me and her colleagues. Airbnb never paid me (of course I did not want any money or any relationship with this group), and then blocked my calendar so I could not accept any other reservations for that date, fined me $100 for the cancellation that they made without my authorization, penalized my listings in the search results so that they harder to find for guests who want to book in the area. They also told me that I was "policing".
As a courtesy, I also informed the guest / group immediately, after consulting with Airbnb on how to do it best, that my locations were not available for them for that date or any future date as they wanted to book additional dates with me.
Airbnb penalized me while in fact I was just protecting the Airbnb community and my guests. I hosted a single mom and her two young children the day that this illegal group representative was supposed to stay with me; so they would have stayed in the same location.
Apparently Delilah B. and her manager were supportive of this group's agenda as they also helped them secure a more expensive room with a different host and donated this guest about $50 to book a room with the other Airbnb host (and they collected the fees from the other host as well in addition to mine).
Delilah B.'s manager won't talk to me even after I was assured that a case manager would contact me but she never did and then I was told that no one would contact me.
I regularly pay my fees to Airbnb, introduced many new happy guests to Airbnb and worked hard to make Airbnb look good, regularly provide valuable feedback to Airbnb about their web site and service and how to improve it, so this is unfortunate, biased, unfair and uncalled for. Delilah B.'s conduct and her manager's were unacceptable, unreasonable and rude.
My husband and I had booked a 7 night reservation, but the accommodations proved most unacceptable because of intense cooking fumes (fried fish) the first night, and then very loud music on a Monday night until past 11:30, both definitely from the apartment below. We were told that there was a quiet family there. These problems, totally beyond our control and the control of our hosts, forced us to cancel the remaining 5 nights so we could get some sleep, and yet we were still subject to airbnb's refund policies--in our case the so-called "moderate" cancellation policy (i.e. 1/2 price on 4 of the outstanding 5 nights) I think we should have received a full refund, given the problems we experienced. Airbnb needs to vet listed accommodations more thoroughly before listing them.
Airbnb really appeals to me because I'm someone who typically prefers staying in a home to myself or with locals over a hotel, so when I travel places where I don't have family or friends Airbnb is ideal. I've only had good experiences and I would recommend to anyone!
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