Review Time
Please be careful of this company there are a rip off. I booked a place for the next 3 weeks which was refunable, this was yesterday on checking today, it was switched to non refumable which means cant get my refund back. Its better to book hotels tban use this Company.
Staff is impersonating management, directly lying and wasting my time. Had a small issue but this will reported to the authorities as it is anarchy ,see the screenshot. I spent circa 1.5 hours on calls with them, Indian call centre, when they failed their promises - no email sent as promised on call, impersonates manager when asked for one , get this, when I complained on the thread and said I recorded them lying ( note they record all calls so it is legal) within 13min decides to close the conversation For legal purposes the agent impersinated a supervisor and agreed to provide email regarding the nearly 40min callthis is for timestamping and legal purposesplease note will be raising this as a formal complaint and as such , direct lies and impersonation of senior staff will be accounted for. I take this matter seriouslyBest RegardsTomas MeilusMessage from Airbnb SupportAirbnb Support14:50Hi Tomas,This is Nina from Airbnb. We noticed you have another open case thread with us. To avoid confusion, we'll close this thread and support you on the other.------------------------------AIRBNB if Compliance Team is reading this , your customer service is going to the dogs, Indian Call Centre and zero customer service is gonna do some severe damage.
Awful company. The host of the place I booked for my 30th birthday cancelled 3 weeks after accepting as they wanted more money (we had booked 2 days over the May bank holiday weekend originally but she comes back as says she needs to offer it to people who can stay over the full 3 days). This is 3 weeks after confirming our booking and we had prepared everything for our trip. The host told Air B & B that they couldn't have us stay because the property was under maintenance but we have a message from the host which clearly states she needs a booking over the full 3 days and not 2. We rang Air B&B and spent over an hour trying to raise a complaint to be put on hold over and over again, as they hoped we would hang up. We eventually managed to speak to a 'manager' who said the call was recorded for training and monitoring purposes. When we responded saying we are also recording the call, they quickly hung up the phone as they know they weren't complying with the correct complaint process. We then requested a full refund for the trip, but were instead given air b and b credits with a petty £32 compensation which doesn't even cover the train tickets my friends bought to get to the house. We have never dealt with such an unprofessional company in our entire lives and will never use this company ever again. And now we have less than 2 months left to try and organise a 30th birthday for 16 people which has caused a huge amount of time and distress. DO NOT USE AIR B&B if we had read the reviews before we would have ran a mile!
I am new to air bnb, I stayed at one place and everything was fine. Good stay, photos were genuine, no problems. The next time I tried to book a place they wouldn’t authorise it because of a potential “party” It’s mind blowing why they do this, or the fact they assume u will throw a party in a one bedroom apartment booked for 2 people. The bedroom is only big enough for 2 people and there is only one other room!! It would be a Terrible place if you wanted to party. I never hosted any party in my life and neither do I even drink alcohol!!
I booked with Airbnb today, firstly they asked for my driving licence for id why they need this I don't know. So I made the booking anyway and opted to pay half now and the balance in July. When I checked my account the took the full payment. I tried contacting them but could not buy phone only by messenger, I got no reply so I had to cancel the booking completely, the thing that really annoys me is they have a photo copy of my driving licence back and front and there is nothing I can do about it. My advice is steer clear of Airbnb
Trying to work with airbnb is like knocking your head against a brick wall they send you one instruction then deny all knowledge of it the staff are like robots repeating the same rhubarb over & over not listening to a word you try to explain to them .Ive I am using to other sites now with no problems at all to be honest I was with them years ago and alot of the customers they provided were awful leaving lots of damage so I dodged a bullet not working with them again !You dont deserve business I will be honest with you ....
Airbnb deceives its customers. The user interface and usability on the mobile app are lacking. It's easy to accidentally press the wrong button, resulting in an unintended booking. One feature, apparently, is that when you search for an accommodation and send a booking request, the property later reappears in the search results. Now, the same property shows as unavailable for the dates you're looking for. Naturally, you think the host has later marked the property as unavailable. However, it's actually Airbnb that continues to suggest this property to the user.I personally experienced this when I thought the property was unavailable and began searching for an alternative, which I found and booked. Almost simultaneously, the host of the first property confirmed the booking, and suddenly, I had two accommodations booked. It was impossible to explain this situation to customer support."The accessibility of the support is very poor. Firstly, the people only speak broken German or English, whichever it may be. Reliable callbacks are offered, but they do not happen. What makes me suspicious is that on the answering machine, it is mentioned that I will be contacted by a member of Airbnb. It should be correct to say that employees are being mentioned, not members—what’s the deal with that?"It's sad that such a large company uses these methods to improve quarterly results and present itself better to investors."The support is almost impossible to reach, the staff doesn't speak the language, and they don't follow through with their promise to call back after they’ve looked into the issue. In the future, I will only use Airbnb for emergencies. If possible, I’ll book directly with the provider, as that’s an option if you know how."
Exceptional Support from Airbnb During the Bangkok EarthquakeOur stay in Bangkok took an unexpected turn when we experienced an earthquake. It was a nerve-wracking experience, but Airbnb’s Safety Team—especially Amy, Simona, Eric, and Ronnie—stepped in immediately and made sure we were safe and supported.From the moment they reached out, they showed genuine concern, checking in regularly and offering assistance. They not only provided clear communication but also offered to cover hotel costs if we needed to relocate. Knowing we had that option gave us peace of mind in an otherwise stressful situation. When we needed to find a longer-term stay, they even helped with a booking coupon to cover part of the cost.The original property was great, but what truly stood out was the level of care and professionalism from the Airbnb team. In a moment of uncertainty, they made us feel valued and reassured. This experience has given me an even greater appreciation for Airbnb—not just as a platform, but as a company that genuinely prioritizes its guests.Huge thanks to Amy, Simona, Eric, and Ronnie for everything. Your kindness and quick action made all the difference!⸻
I’m sharing this in the hope that no one else has to go through what I experienced. I was forcibly removed from this property based on false and discriminatory accusations made by the host and building manager. The manager called the police, who conducted a public stop-and-search. Despite the humiliation and anxiety this caused, I cooperated fully. The police found no drugs, no rule-breaking, and confirmed there was no evidence of any wrongdoing.I followed all the house rules. Yet I was publicly accused, humiliated, and evicted. What’s worse is that I was the only guest targeted—despite the smell of cannabis throughout the property and other white, elderly guests staying at the same time. They were never questioned. I was singled out, and I firmly believe this was because I am a young Black woman. The treatment I received was discriminatory, dehumanizing, and completely unjust.To make matters worse, Airbnb canceled my reservation shortly after the police left—without ever contacting me for my side of the story. I was left without accommodation at short notice, no support, no rebooking help, and no offer of care or protection under their AirCover policy.I paid for 16 nights, stayed for only 9, and despite being entitled to a refund, I have not been refunded the remaining amount—over £1,000. Airbnb has yet to contact me directly or provide a full resolution, despite multiple attempts on my end and clear documentation proving I did nothing wrong.This has been a deeply traumatic experience. I trusted Airbnb to provide a safe, fair service and uphold its policies. Instead, I was met with silence, discrimination, and abandonment.I’m speaking up because this kind of mistreatment and lack of accountability should never happen—especially on a platform that claims to care about guest safety and inclusion.
I am a superhost on Airbnb. Last year on a new property I listed I received an early review of a 3 from a guest who retaliated to my requests that they keep the after hours noise down for fellow residents in the building (it’s a no-party unit so no excuse). Part of the review stated a “dirty stairwell with excessive dust” for the communal stairs and gave a 2 for cleaning! I’ve been a host for 8 years and my places are spotless. Airbnb ignored my protest and request to remove the review. ALL SUBSEQUENT REVIEWS ON THIS APARTMENT HAVE SCORED ME A 5* rating so I was absolutely horrified to be told last week by Airbnb that my listing will be REMOVED on May 2nd because I got a 3* review last year 😳 😱I immediately appealed and took screenshots of all the subsequent excellent reviews. To no avail. I’ve been advised they will “uphold” their decision and remove my listing. I have 42 guests who have booked with me between now and September - I now have to create a new listing on booking.com and try to get the guests to trust me and move across. I still have the property and still have the ability to host … it’s ridiculous!If you are a guest reading this DONT BOOK ON THIS PLATFORM. As hosts we are at the mercy of the irrational and unprofessional policies of Airbnb that change every time you speak to a new robot or automated system. I have no faith left and am moving everything over to VRBO and booking.com. It’s not always us hosts that let you down …
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