Review Time
We entered the apartment to 99 degrees. It was 30 degrees outside. Heating/AC could be turned on, but would just run in either direction. Host did nothing. The next morning, we told host we would leave if we could get our money back (this is after 10 hours in the apartment). They said absolutely not. Finally called the leasing office. They came up, said it was an electrical issue which could have caused a fire, and gave us space heaters.
Apartment was on 4 lane road. Was so loud, you couldn't leave windows open. Airbnb just sided with the host. Gave us $75 back on a $933 stay. Totally awful.
I am writing this review to document a serious and repeated issue with Airbnb regarding payout processing and customer service.
Last month, I experienced a confirmed technical payout failure on my account. The issue was escalated to a senior Payments representative (Tia), who resolved the problem and assured me that it had been permanently fixed.
Immediately after this assurance, my subsequent payouts failed again. I have not received any payouts normally since the supposed resolution.
Despite multiple requests for escalation to Tia or an equivalent-level Payments/Technical Manager, Airbnb has not taken my case seriously. They have not provided official transfer documentation or trace numbers, and their support responses have been inadequate.
This ongoing failure directly impacts my business operations and ability to pay bills on time.
I am posting this review to share my experience accurately and professionally. My goal is not to attack Airbnb personally, but to document repeated failures and lack of accountability.
I encourage Airbnb to take these repeated issues seriously and provide proper senior-level intervention and full payout transparency.
I made an error in booking and cancelled it within 10 mins, however Airbnb refused to provide the full refund and I had to spend the next 8 hours from 5 pm to 2 am to resolved it..I had to call at least 10 times.and multiple text messages, no exaggeration and each time was put to a different customer service staff who kept telling me they can't help me because the case was assigned to Jason. And they cannot transfer me to Jason and they have to leave a message for Jason to call me. He called the wrong number and when j have him the correct number in the text message,he gave another excuse that he could not get through. When I asked him to provide evidence he actually called , he did not reply. When I called again and spoke to another lady who was helpful but near the end of the call she could not hear me asking quesitons, it looks like air bnb management deliberately muted the phone and she could not hear me talking . The.muting of phone occured everytime I talk to customer service staff. It is very frustrating I feel they refuse to listen by cutting me off. I have lost trust in this booking platform that suppose to provide great service to holiday makers but they created unnecessary stress.
I have used Airbnb during my travels in Asia and have this to say:
Never use AirBnb!
8 out of 12 accommodations were not as described and lacking maintenance, basic necessities, in need of cleaning etc. etc.
Their customer service is dismissive and the team which handles the listings is a joke.
The listings are grocely overpriced compared to what you get.
I will never use AirBnb again!
I will never use Airbnb again. The fact that they allow hosts to charge you and take your money and then come back and says “oops, that’s not available now,” is ridiculous. I had 2 different hosts do that for the same trip and ended up on my trip with NO place to stay. They clearly make up whatever rules they want. Would not recommend using Airbnb over VRBO
We invited guests to stay with us in an Air bnb on the east coast. Our friends were bitten up pretty bad by bed bugs. They were understandably angry.
The property owner stopped answering messages, so I turned to Air BnB's support. After several back and forth messages, I settled for a $100.00 coupon and gave the money to my friends.
Then I went to use the coupon but couldn't even though I hadn't fully paid for the reservation. Air BnB support indicated that I couldn't use the coupon once the reservation had been confirmed. No flex!
So sad. I worked so hard to resolve a very horrible issue and got burned. I've used Air BnB for years and was very disappointed by their rigid approach.
:(
Service level of AIRBNB has dropped so drastically - I don't know if it is everywhere but India (Hell god) - They accept payments and the reject your account - you have no where to go. They have my money there helpline is really a lengthy process where you have to confirm your email first to be able to speak to someone - really POOR SERVCE - IF YOU'RE READING THIS - PLEASE STOP USING AIRBNB
I have stayed in 10 different air b and bs. I would say half of them were great experiences. The other half had wierd smells, which of course is not mentioned in the description, had noisy traffic, and/or not great neighborhoods. The most recent experience I was contacted by the host 10 days after checking out demanding I pay for a broken toilet. I did not break anything, and found it odd they were demanding money from me.
My recent experience with this platform was, unfortunately, extremely negative. Just eight days before departure—during one of the busiest school holiday weeks—the company or host cancelled our ski accommodation without providing any clear or valid reason. This caused a great deal of stress and uncertainty, especially given the timing.
Since no comparable alternative accommodation was offered, we were forced to book a much more expensive stay in order to even qualify for an already insufficient rebooking compensation. As a result, we were left with a significant financial loss.
Customer Support was equally disappointing. In my experience, they repeatedly fell back on standard policies, showing no consideration for the exceptional nature of the situation or its impact. I received no acknowledgment of what I believe to be my rights in such a case.
Finally, the explanation given for the cancellation was highly problematic: vague, incomplete, and inconsistent, creating the strong impression that they were not being transparent with us.
Based on my experience, I cannot recommend this platform. I sincerely hope others will be spared this kind of situation, and that the company takes steps toward a more honest, transparent, and customer‑focused approach.
Airbnb claims that my refund was issued on January 8, 2026.
More than 21 business days have passed.
The bank associated with the payment method has officially confirmed that there is no incoming refund and no pending transaction linked to the ARN numbers provided by Airbnb.
Despite this, support repeatedly sends the same template responses and closes my case without conducting any actual investigation.
This is not a “processing delay.”
This is a payment that has not been received.
Closing cases without resolving a missing refund is unacceptable and unprofessional.
Customers should not have to escalate publicly to receive a basic financial resolution.
I am still waiting for a proper investigation into where this money actually is.
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