Review Time
1 STAR — 10 Years as a Host and This is How Airbnb Treats You
Airbnb's Smart Pricing tool priced my 2 bedroom fully equipped Bondi Beach apartment LOWER than a hostel bed shared with 6 backpackers. A 10% promotion for 5 star guests was also active on my listing without my knowledge, pushing the price down even further.
When I called Airbnb for help:
— The first ambassador couldn't tell if I was a host or a guest and couldn't access my account for 15 minutes
— The second refused to put me through to a supervisor
— The third spent over an hour on the phone before saying they couldn't help
— The supervisor told me Smart Pricing wasn't active — I have my payout breakdown proving it WAS, with a nightly rate adjustment of -$177.66
— The supervisor refused to give their name or a case number
— Airbnb refused to unblock my calendar despite their own tools causing this situation
After 10 years of loyalty this is how Airbnb treats their hosts. Reading from scripts, refusing to escalate, and leaving me with no choice but to personally ask my guest to cancel a booking that should never have existed at that price.
Airbnb used to be different. The support has completely collapsed. I am now escalating to Fair Trading NSW and the ACCC.
To every host reading this — check your Smart Pricing settings and check for any active promotions you didn't knowingly set. This can happen to any of us.
I faced a clear case of extortion where a guest threatened to leave a negative review unless we refunded their money. I refused, as this goes against the policies of the platform. Despite providing evidence, the support team has declined to remove the review. This situation has significantly affected my experience, and after being a top host for two years, I am considering shifting my business to other booking sites. I cannot partner with companies that fail to ensure fair resolutions for all parties.
Avoid this platform! I was told to cancel a reservation to receive a refund, which I did, only to later find out that a refund wasn’t possible because the host declined it. This is incredibly unprofessional! I will not be using this service again.
Stay away from this platform! They instructed me to cancel a reservation to receive a refund, which I did, only to be told later that a refund was not possible because the host refused it. This is utterly unprofessional! I will not use this platform again.
I am severely disappointed with the ethics and accountability of this platform. After years of using it, my recent experience has shattered my trust. What was once community-focused has now become profit-driven, prioritizing hosts over guest safety and fairness. There is no real protection for guests, misleading listings, and unresponsive support. The lack of oversight and disregard for guest well-being is alarming. I no longer believe this is a safe platform for travelers.
We had a disastrous stay at a property in central NSW; it was filthy and unacceptable. The floors were unclean, cobwebs were everywhere, bathrooms were neglected, and there was a terrible odor from the air conditioning. We complained multiple times to the platform but received no response. It’s a complete joke.
Hosts should be cautious. Guests can cause significant damage, and the platform claims there’s no verification for damages, leading to rejected claims. My experience with the company has been disappointing, and I’ve heard similar stories elsewhere. Their processes seem flawed and untrustworthy.
Our booking was canceled just two weeks before our trip. I had booked three months in advance and purchased international tickets. They took 50% of the payment, then abruptly canceled without explanation. They offered alternative accommodations at more than double the price and in a different area. Finding last-minute accommodations that accommodate a disability is challenging and costly. If a host cancels, you’re left with nothing. I will use other platforms in the future.
Our booking was canceled without notice! We booked early for our holiday, and two months before departure, they canceled our reservation. This made it incredibly difficult to find suitable accommodations close to the holiday. It’s quite shameful to treat a family this way!
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