Horrible experience with customer service as a LONG TERM HOST (over 11 years) and frequent guest.It's getting worse and the support for hosts is awful, especially if faced with fraudulent guests.2025:1) a lady booked a private unit, extended her stay TWICE to an overall length of 2 over months and then had the gall, 2 weeks after departure and not once cleaning the bathroom, to request a REFUND of over half the value of her stay.This is a low cost, family hosted unit which is used by family members when not rented out. Own kitchen and bathroom. She claimed there was dust and dirt, instead of saying this during her stay so it could have been remedied by cleaning staff. I refuted her claim and got backup by Airbnb for that, but then she requested a refund a SECOND time, and I needed to deal with customer service AGAIN. She entered parts of the building not rented to her and not owned by us, complained about this too, and stole washing detergent.She left a review with OUR SURNAME, which Airbnb is refusing to delete. They don't care about your breach of privacy, and customer service is incompetent, even those that speak some English.2) I stayed as a guest and got a nice review, but this time the host mentioned my MINOR AGED CHILD'S NAME, meaning their personal details are now public knowledge on the platform. Again, when I protested nothing was done. My child and I do not consent to this. Combined with the previous guest's review, my child's privacy has been compromised.20243) people arriving under fake profiles or third party bookings are no longer checked or removed by Airbnb, so please be careful who you rent to!A Russian guest arrived under a fake profile (from a friend) because Russians are no longer able to travel to Europe or access their money, this was extremely awkward and no support by Airbnb. Because we didn't want to make a person homeless in the winter, we came to an arrangement with the guest, but we felt utterly let down by Airbnb.
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