Review Time
My co traveler Laura and I spent hours on the phone and spoke with multiple support agents and still do not have our issue resolved . We were told we could book with 2 separate cards and the way we do this is to do 2 payments on one card and then call air b n b and ask to reverse the second payment and pay with another card. When we tried to do this after the second payment processed , air b n b said they changed their policy and can no longer do this. An attorney will need to get involved to solve this issue since air b n b is not. Worst customer service I have ever been given in my life.
Dreadful customer service, they rather side with a host who provided dirty accommodation than with their client who had to suffer it. There was even pooh on the radiator valve in the bathroom!!I am having to take them to court to get my refund.It is such a shame as the concept is good and we have stayed at some lovely places before, but we shall never be using them again.
Gross Negligence and Complete Failure to Protect GuestsI am absolutely disgusted by how Airbnb handled my recent stay in Dar es Salaam, Tanzania. I booked a property that was completely unsafe and misrepresented — broken pipes, no wall or fence around the house, and zero security. I even provided clear video evidence showing:the damaged pipes inside the property,the host himself on camera at the location,the property’s open exposure directly onto the street,and proof that I checked out early due to these unsafe and false conditions.Despite this, Airbnb’s so-called Support Team dismissed all of my evidence, claiming it was “not sufficient.” That is absurd. I followed every step in Airbnb’s own Rebooking and Refund Policy, which explicitly promises guests protection and refunds when a listing is “significantly different from what was advertised” or poses “safety and health hazards.”Airbnb has failed to enforce its own policy. Instead, they’ve sided with a host who lied in their listing and put a paying guest at risk. Their investigation ignored facts, evidence, and common sense.This is not a small inconvenience — it’s gross negligence and a complete breakdown of accountability. Guests like me should not have to beg to be protected by a company that markets itself on trust and safety.If you’re booking through Airbnb — especially in countries with limited consumer protections like Tanzania — please be warned: once they have your money, you are on your own.I will never use Airbnb again, and I strongly advise others to think twice before trusting a company that refuses to uphold its own guarantees or protect its clients when things go wrong.
Airbnb has completely lost its credibility. I will never book with them again. I forgot my watch and ring in the house, and the host denied and refused to return my belongings. Airbnb took no responsibility, and the host continues to calmly rent out properties. This ruined my holiday and caused immense stress. Guests deserve accountability and protection — this experience was a total disaster.
We keep having Airbnb experience go well and find the key is in researching the individual location status. This rolls against the grain of what some report but then again it is a difficult area to regulate and know how property owners will behave from the corporation standpoint. Doing one's part to research enables good experiences. It can also help to contact unit owners in advance and work out details.
I am the homeowner and use a management company to host my home on AirBnB. A guest has defamed my character by saying I stole his "stuff" in his review. I can't ask to take it down as I'm not the host. There doesn't seem to be a complaint procedure directly against AirbnB
Terrible experience with air bnb! Trying to log in to my account was a complete nightmare, all sorts of problems and glitches. I found a holiday I wanted to book, which seemed to be available, only to be informed by the host (after emailing him with a general enquiry) that it was fully booked for most of next summer ! When I sent a further email asking if he could explain why it showed up as being available on the site I received no reply. I will avoid using air bnb again - absolutely hopeless.
Airbnb support team did not conduct a thorough investigation of my case and did not refund me the original amount promised even though I provided sufficient evidence. They only refunded me 30% of the 21 remaining nights I paid for and 0% of the 7 nights I stayed at the listing with noisy neighbors. I was originally promised 100% refund for the remaining nights and 30% compensation of the nights stayed. I had 3 nights of disrupted sleep because the neighbours violated quiet hours, making noise between 1-5am. Each night I could only sleep 2 hours. Then, when I reported that I have fallen sick due to the noise disruption, the support team said not to go off-topic and tried to minimize the terrible experience I had.I have been a loyal paying customer of Airbnb for more than 10 years, with a stellar track record of positive reviews as a guest. The way Airbnb support treated me has been the worse customer experience I have had at any product/service provider or company.
I’m not the kind of person who enjoys making complaints — especially negative ones — but what happened with Airbnb and this host left me no choice.I have used Airbnb many times before, always as a respectful, decent, and considerate guest — kind to every host, careful with every property, and always leaving places in perfect condition. I believe in empathy and fairness, both as a guest and as a person. That’s why it hurts even more to feel abandoned by a company I truly trusted.What was supposed to be a dream vacation turned into a nightmare of uncertainty, stress, and frustration. The apartment we booked in Bogotá was nothing like the photos: dirty, poorly maintained, and clearly showing signs that animals had been there. My husband, who has allergies, suffered an immediate reaction — confirmed later by a medical report.We left the property the same day, with the host’s approval, because it was impossible to stay there under those conditions. At first, Airbnb acknowledged the situation and even offered to cover 20% of our hotel expenses — which we declined out of good faith. But later, they completely changed their stance, dismissed all our evidence (photos, videos, and medical documentation), and closed our case as if nothing had happened.We paid 5,500,000 COP (around €1,180) for a place we couldn’t stay in for even one hour, and Airbnb’s final “solution” was to offer €200 as compensation. That is not customer care — that is an insult to fairness, respect, and the values Airbnb claims to stand for.Between the money lost from this failed reservation and the expenses for finding a new place to stay, I ended up spending around 38,000 NOK (≈ €3,150) — an absurd and deeply unfair amount for something completely out of my control.This experience caused physical, emotional, and financial harm. But what hurt the most wasn’t just the condition of the apartment — it was the feeling of being completely unvalued as a customer and as a person.As a loyal and decent guest who has always treated hosts with kindness and responsibility, I expected the same respect in return. Airbnb should remember that its community is built on trust — and that trust must go both ways.
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