Review Time
After having a really, really bad experience with Airbnb, I just out of curiosity came here to check to see if my assumption about the customer support is true.
Oh my god, this is the worst customer support and experience ever. Refund me my 1200 USD that i paid for your stupidity and wasting my time for 5 days.
Tried to book a 2 night stay in Sydney. Buried in the info was a requirement to upload a copy of my drivers license in a selfie. I kid you not. I sent a picture of myself and a picture of my license and the host would not accept that. After taking a selfie with my license, host Gabriel simply refused to respond or refund my $800AUD payment. AirBnB support kept recommending I cancel and forfeit my payment. Still not sure whether I have a booking or not. This will be my last interaction with AirBnB
Horrific customer service. Said I was responsible for damage to a home without any proof at all which was there prior. My kids were physically hurt from their poor cleaning job- with proof, and nothing. They are obviously one sided if ANYTHING should happen- know they are not on your side
Garbage business model. I’ve officially deleted my Airbnb account. Wouldn’t surprise me if it dies a slow natural death in the next few years.
Most of the time it’s cheaper to stay in a hotel anyway, and at least hotels don’t cancel on you last minute because they can squeeze a higher rate out of someone else. That’s exactly what happened to me. Booked months in advance. Host cancels right before I board my flight to Colombia. Absolute joke.
The photos rarely match reality. Refunds take forever. Scams everywhere, Airbnb are impossible to get hold of as well. And the final straw?
Booked a “luxury” apartment in Ho Chi Minh City. Rooftop pool and gym all over the listing. Looked great.
Then after booking, the “property rules” arrive, surprise! Extra fees to use the pool and gym. Host name: TrueStay.
Pay more to use the amenities advertised in the listing? Get stuffed, f@#k you and airbnb.
Airbnb stock price appears to agree with me lol
I’m done.
Horrible company employing horrible people and horrible policies and practices.
I have just instituted legal proceedings against AirBnB for defamation and harassment.
We rented an apartment and the host failed to declare a neighbour dispute where the neighbour resented AirBnB guests and would resort to extreme noise based anti social behaviour all night every night preventing any sleep whatsoever for the guests.
When the host was approached to try and resolve matter he constantly lied again and again and became aggressive and nasty so we reached out to AirBnB for a cancellation. We sent recordings of the anti social behaviour and noise to the imbecilic, embarrassingly titled 'customer services' at AirBnB, who later admitted they had spoken to the host, that he was a 'superhost' and that if we cancelled the host was refusing to refund unused nights, contrary to his own published cancellation policy. This meant they were supporting a breach of their own company rules, which is appalling.
The operative admitted she had not bothered to look at the evidence we presented, showing a complete lack of impartiality and thereby enabling an abusive bully to cause further harassment in the form of nasty threatening phone calls and even more ASB behaviour from the neighbour.
We were made ill with sleep deprivation. Eventually the original outcome was overturned at senior level and the matter found in our favour, and we moved.
The host then posted a vexatious and libellous review in which he falsely accused me of serious criminal offences. Despite the allegations being both unfair and untruthful, as well as being driven by vexatious retaliation for us cancelling a booking, AirBnb staff refused to remove the review despite the libellous content and it breaching multiple AirBnB policies. Their refusal to remove the defamatory untrue post led to me losing a job due to failing vetting when the libellous review came up on digital search.
Basically despite a wealth of evidence presented to them AirBnB are happy to condone, enable and assist a narcissistic abusive male to harass a female through their digital platform showing a complete lack of safeguarding processes.
AirBnB are all well until things go wrong then they just side with abusers, bullies and narcissists, especially if they are 'super' hosts !
When you reach out to them for help you are subjected to incompetents who mutter insincere platitudes and patronising statements that blame you for the problem you didn't cause. They then subject you to promised call backs that never materialise, or close message threads without dealing with the issue but send you multiple new and inane messages telling you that so and so is going off shift etc, or you get repeatedly placed on hold for ages before being cut off.
AirBnB treat their customers with total contempt, and most of their staff seem to get a real kick out of treating their customers like dog mess they stepped in. They don't even meet the basics in terms of service !
That is at least two customers they have lost today!
Use AirBnB at your peril!
Stayed at an Airbnb in Sussex when I left I got a bill for £150 for a blocked toilet Sign saying the toilet was a macerater was hidden behind a curtain and not displayed by the toilet as most places I visit do if they have and issue
, my partner had put one biodegradable tissue in the toilette which did cause the problem but an easy fix £150 was demanded one hour after we left and when I challenged it Airbnb said I’d have to pay and no invoice was provided
Seems hosts can charge what they like and Airbnb are no good , no invoices to prove what the host demanded
I had a nightmare experience with a long-term booking in Havana, Cuba (Reservation HMSMSRRT8B, Oct 2025 – Feb 2026).
During my companion's stay, the host started major unannounced renovations: workers broke open the living-room ceiling, with large chunks of concrete falling just meters away from her (video evidence available). This clearly violates Airbnb's own policy: “Hosts may not perform major construction or renovation work while a reservation is active.”
The apartment became objectively uninhabitable and dangerous due to falling debris and exposed rotten pipes. Additionally, the host repeatedly threatened my companion (police threats, intimidation, extortion attempts to force $450 cash payment for pre-existing damage), including racist remarks (screenshots available).
I opened case HMSMSRRT8B on Nov 24, 2025, uploaded extensive evidence multiple times (videos of renovations, audio statements from the host’s own employee confirming pre-existing issues, screenshots of threats, checkout video showing clean handover).
Airbnb escalated to Safety & Trust team but repeatedly closed the case in favor of the host, ignoring clear policy violations (unauthorized construction + threats/intimidation/extortion). No meaningful resolution, no rebooking help, no proper refund.
My companion had to leave for safety reasons on Nov 25, 2025. I had to cancel the booking myself to stop further automatic charges. The host then filed a retaliatory €1,670 damage claim (rejected/ignored by Airbnb).
Airbnb’s support was slow, reassigned agents constantly, and protected the host despite overwhelming proof of serious safety risks and rule-breaking behavior. This is not isolated – especially in countries like Cuba where Airbnb seems reluctant to enforce policies.
Never again. Avoid Airbnb for long-term stays or in regions with weak local support.
I don’t really know why they “offer support” since support doesn’t do anything.
I am a host and had a bunch of teenagers ruin my apartment.
“Richardd” has refused to help me.
With NO follow up.
Don’t rent your apartment via these crooks
If you report a host, AirBNB will increase promotion (and not given you a refund). If you write a factual review, AirBNB will remove it. Hosts have all power. The customer none.
I can't access my account because my phone # isn't a smartphone.. So! No SMS possible... I called Airbnb with the fact that I have $231 (cad.) in credit...
Plan B doesn't exist: if I can't access my account anymore then AIRBNB swallows my credit.
It is a trick ... when somebody refuse our request to stay there .. AIRBNB offer to keep the credit or get it back in our credit card... DON'T ACCEPT THEM TO KEEP IT AS CREDIT. AIRBNB is managed by CROOKS.
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