Review Time
Airbnb algorithms advertise newest rentals and try to force hosts to take guests at rock bottom rates. They provide AirCover insurance which pays out against depreciation (not new replacement value) and do not hold guests who deliberately break rules accountable. Hosts bear the cost, accountability and cost in every way. Avoid and use other options if you can!
I want to share the worst experience I’ve ever had with Airbnb. Renting an Airbnb in Brazil turned out to be my biggest mistake.Being human, I offered shelter to a friend at 4 AM, someone who was not included in my booking. My host, who constantly monitors his camera, saw this and took issue with it. The very next day, without even giving us 12 hours to pack, we were told to leave immediately for violating the policy of having a fourth guest not listed in the contract.To make matters worse, the refund we received was only 30% of the total amount, despite the host previously stating it would be 50%. And Airbnb, acting as an intermediary, did nothing to help. Even squatters are given 48 hours to find accommodation, yet as paying guests, we were treated like criminals and thrown out onto the street.Simply put, Airbnb has the worst customer service imaginable, and I regret ever using their platform.
We booked an Airbnb on September 2, 2024, for a planned family vacation scheduled for July 12–19, 2025. Sadly, just two weeks after booking, my mother suffered a seizure and was diagnosed with a glioblastoma brain tumor—a devastating and aggressive condition.While we initially hoped she’d still be able to make the trip after surgery and treatment, her condition worsened. My father canceled the reservation on February 24, 2025—well within the host’s posted policy, which stated cancellations made by July 5, 2025 would receive a 50% refund of nightly rates and cleaning fees.Since we had only paid 50% of the total cost ($6,213.82), we expected a refund of that amount. Unfortunately, that didn’t happen.The host, Tory, was unwilling to work with us. My father offered medical documentation—she declined. She originally said we’d receive a full refund, then later claimed she was unaware that Airbnb’s payment plan policy overrides her posted cancellation terms. Eventually, she said we’d only get a refund if she’s able to rebook the week—no guarantee, just a conditional promise.We were then told by Airbnb that because we used a payment plan, we were not eligible for any refund, despite canceling well in advance and within the stated policy window.I spent over two hours on the phone with a kind and empathetic customer service manager, who admitted our situation warranted a refund. But he ultimately said he couldn’t issue one due to internal policy restrictions.This experience revealed a serious flaw in Airbnb’s system: there is no clear, compassionate process for families dealing with real emergencies—even when the host’s terms suggest otherwise.Instead of support, we were met with rigid policies, conflicting information, and a host who changed her story. We’re not asking for special treatment—just basic fairness and human decency. Airbnb failed us when we needed compassion the most.I’ve reached out directly to Airbnb CEO Brian Chesky in hopes that he’ll step in and do the right thing for our family.
Airbnb website glitched and closed our payment deadline 2 days early - this meant we lost half of our payment and the booking was cancelled. Contacted customer support and was told it was up to me to sort it with the host, even though it was airbnb's error. Host refused to refund or rebook us, so theres £400 down the drain. Never using Airbnb again - booking.com is better.
OMG HOW I wish SOMEBODY would create another VERSION of AirBnB that was STRICTLY based HERE with U S employees!!! I just spent 30 minutes on the phone with 2 people in call centers in some 3rd world country with next to NO command of the English language trying to explain that I needed to change the form of payment for an 8-MONTH reservation that starts in 2 weeks. Between the times I was on hold and the times I was TRYING to decipher what the first guy, and then his female supervisor were saying after I explained the situation to then SEVEN TIMES, I could've rented an RV and just lived in THAT for the 8 months!Then lo and behold I come here to Trustpilot, where I ALWAYS verify my gut feelings about any company I'm dishing out more than 5 bucks to, and find their average review here is LOWER than 2 outa 5 ?!?!?!?I should've come here FIRST!!
TERRIBLE!! Airbnb let's hosts hide additional fees in sections of their website that are only visible after the booking. HOW TO GET INSIDE is such a place. Eventually after hours of hassle in the middle of the night, Airbnb agreed to pay the hosts hidden fees. This is going to be my last booking ever!! with Airbnb.
BAD AIRBNB!My host cancelled with less than 48 hours to go. This was nice house at Cudjoe Key, near Key West. We had airline tickets, and thousands of dollars of activities paid for, and my granddaughters were ready to go, so I had to find something else. Well, Key West is a super hot spot for Spring Break. Airbnb offered to help and then suggested three alternative rentals: one would have cost me an additional $15,000, one was $10,000 more, and the last one was a trailer--a trailer! So, I found and equivalent house. It was $3000 more, which is pretty amazing for Key West during Spring Break. Airbnb only gave me $873.52, so I was out of pocket $2214.13 to get the new rental. I told them that it wasn't fair and they should cover the full amount...but I would be happy splitting it with them. They refused. IN MY OPINION THAT IS NOT FAIR. I reserved an paid for a house...I should get one for the money I paid.BAD AIRBNB!
I am a faithful AIRBNB customer. In general, it works. However, I had a host cancel 2 days before a reservation was due to start, putting me in a tremendous bind and cost in me $700 additional dollars to get the only remaining property that met my needs. I cannot review the host, and while AIRBNB states that it will “cost the host”, that have no consideration for the person who has been cancelled. I managed to wrangle a small amount of compensation from AIRBNB, but there is not nearly enough protection for renters. They had the use of my money for that reservation for a full year and cancelled with impunity. Beware!!
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