Review Time
I have been a loyal Airbnb customer for over eight years and, until now, have never had a single issue. I have never broken house rules, damaged property, or been accused of harming a host’s home. My history as a guest has always been positive and problem-free.
This is why this experience was so upsetting. After staying at a property in Africa, nine days after checkout, the host claimed that we broke a wooden two-seater chair. There was no proof, no photos, and no evidence showing that we ever used, touched, or damaged this chair. We never sat in it at any point during our stay.
What makes this claim even more questionable is that the host’s groundskeeper was frequently sitting in that exact chair. On multiple occasions, when we returned from excursions or shopping, he would be seated in those chairs. This was a regular occurrence throughout our stay.
Despite clearly explaining this in my appeal, Airbnb denied it and is still attempting to charge me $130 for damage I did not cause. I strongly feel this claim is unjustified and unfair, especially given my long-standing history as a responsible guest.
Most disappointing of all is feeling that Airbnb did not genuinely consider my record, credibility, or the lack of evidence. Long-term customers should not be held responsible for unsupported claims. This experience has seriously changed how I view Airbnb’s dispute process and guest protection.
I’ve been using Airbnb for quite some time and I’ve always had a positive experience with the platform.
It’s easy to use, offers a wide range of options, and helps me find accommodations that match my needs every time. The booking process is clear, communication with hosts is straightforward, and the platform feels reliable overall.
So far, Airbnb has consistently met my expectations, and it remains my go-to platform when looking for accommodation.
This experience fell clearly below Airbnb’s own standards, not only in the condition of the property, but in how the situation was handled afterward.
Upon arrival, the home was not clean or properly maintained. I left shortly after checking in and immediately documented the issues with photographs and contacted Airbnb support, as instructed by their policies.
Airbnb’s standards emphasize cleanliness, accuracy, and timely guest support when a listing does not meet expectations. In this case, those standards were not upheld. Despite providing clear photographic evidence, there was no confirmation that the documentation was reviewed, and the resolution process lacked urgency, transparency, and accountability.
What was most disappointing was not just the condition of the property, but the failure of Airbnb to meaningfully step in when a listing clearly did not meet basic standards. As a guest, I expected support and protection aligned with the values Airbnb promotes. That did not occur.
I am sharing this publicly so future guests understand that when serious issues arise, the support experience may not reflect Airbnb’s stated commitments to quality and guest care.
Up until my own negative experience with Airbnb, I thought that Airbnb was great. But as the saying goes, until it happens to you, you never really know.
I had been reading reviews of host on Airbnb canceling last minute. No consequences to the host. Customer left on their own to make other arrangements.
Now, it's happened to me.
Host canceled for no reason.
Airbnb's response, to offer me a $200 coupon for future use.
But in the time with all the back and forth, other Airbnb listings were being booked, and prices were getting more expensive.
I booked the least expensive place, so we'd have somewhere to stay at least.
Now Airbnb says that because I booked my own least expensive reservation with Airbnb, before the $200 coupon was issued, I am no longer entitled to the coupon.
Had I waited for the coupon, the cost of the booking would have increased by more than the $1,000 extra dollars that I now have to pay.
Even with the $200 coupon, it would cost me more money.
Very disappointed with Airbnb supervisors and customer service, or rather lack of customer support and service.
For anyone who has encountered issues during their stay at a rental found through a platform, it's important to realize that the service isn't responsible for resolving problems related to the property; that falls to the host. You should reach out directly to the host for assistance. Think about it: what can the platform do regarding a rental other than remove the listing? Complaining to them will not result in any action. Ultimately, it's the host you booked with who is responsible.
I experienced sewage coming out of the shower. There were constant visits from people to address the toilet problem. I requested a partial refund and have spent three weeks on the phone and online with the service and the support team, trying to resolve this. It has been an absolute disappointment, and I won't use them again.
My wife and I fell ill and ended up in the hospital because of the host's carelessness. We anticipated receiving a refund and support, including from the service's coverage. After our request was accepted, the platform stated they would take 24 hours. When that period passed, they requested an additional extension, which we agreed to. However, 24 hours turned into 72, and we received a response at 1 a.m. indicating we had only 2 hours to reply, or they would close our case as they had before. It's evident they don't consider that people lead busy lives, and their claim of being 'very understanding' feels like a significant lack of respect for others.
I had to cancel my trip to Brisbane and the host charged almost half of the booking fee despite providing over a week's notice. The platform attempted to shift the blame onto the host, but I pointed out that their policy allows for such charges. In contrast, when I canceled a hotel booking, I received a full refund. I would suggest considering alternative booking platforms.
I had planned a trip to Vietnam but never made it due to a significant problem with the host. Before my journey, the host unexpectedly requested an additional $180 for electricity, arguing that because my stay was lengthy, I needed to pay more. This extra charge was not mentioned anywhere in the listing details. There were no guidelines, no notes, and no conditions regarding extra electricity fees. I refused to agree to a surprise fee that was not disclosed, which forced me to cancel my trip and the reservation. Now, over a week later, I still haven't received my refund. The support team has been incredibly slow and unhelpful. Instead of standing up for the guest when a host makes unreasonable demands, the service continues to delay and provide vague responses. As a result: My trip to Vietnam was canceled I have no place to stay My money is still tied up with the service My travel plans are entirely ruined This all happened before I even arrived, highlighting how unreliable the service is. If a host violates the rules or imposes hidden fees, the platform does not respond promptly or fairly. I will never use this service again, and I do not recommend relying on this platform if you care about your money or your time.
This is the most unprofessional booking platform I've encountered in terms of support. Responses take an eternity, and the support team seems completely lost. I've hosted four guests through another platform and haven't made a single cent, and I'm still struggling to resolve issues with them.
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