Airbnb Reviews 

Booked a one night stay in a house in Wordsley Manchester LUX STAYS via air b n b. Once booked, we couldn’t confirm the booking without paying a deposit of £400. In there terms and conditions this would be paid immediately after check out.

The property was freezing with no hot water 😳. We contacted host twice who seemed disinterested and has been so throughout the whole experience. After a short period we were not able leave a review.

After weeks of contacting Air b n b they finally responded via phone and were apologetic, which I was grateful for. They promised some compensation for the poor quality which was appreciated.

Approx 14-21 days later received 1/2 the amount promised. I’m just assuming the other half will be sent at some point. The communication and customer service overall very poor.

Approx 3 -4 weeks later, still awaiting deposit from the host. Reported to air b n b who eventually sent a link for us to request the deposit. The links they sent don’t allow u to request even half of the deposit amount.

I have no faith in them, so I’m raising a dispute with the bank now.HOST *LUX STAYS WORDSLEY* have had some bad reviews since our stay, so until they are suspended my faith remains low.. and I’ll stick to hotels through booking.com

Some people may have grown up in more controlling times .
But think about this . More scams and identity fraud every year .
I want to book a holiday I give my personal details and my credit card details to some one . That’s trust . Given the above .
But I have to PROVE. My details to someone I don’t know to be able to get a holiday . So no trust is given even though my bank detail are given
The world is getting more controlling every day . So now you are unable to take a break without security checks to verify who you are

Booked this place in London only because it advertised private parking on the premises — that was my main reason as I had business meetings. Turned out to be a complete lie from the host. Ended up stressed every day, moving my car around because of 2-hour max street parking.
My trip with my wife was ruined. I spent 2 hours on the phone with Airbnb support and they refused to give any refund — just offered a $200 coupon “to make me feel better.” Felt completely unprotected as a paying guest.
After this nightmare, I deleted the Airbnb app. Not worth the hassle. You’re basically tossing a coin with your trip or holiday.
Save yourself the stress and just book a hotel or serviced apartment instead. At least there, when something goes wrong, they actually fix it.

Our host of SmiddyHill Lodge, Innerleithen, notified us of an unsafe for human consumption water issue 2 days prior to our trip, owing to the fact that the water comes from a borehole. She had been aware of the issue for 5 weeks. The refund window had elapsed & it was too late to find alternative accommodation.
Thank you Airbnb for showing great empathy.

Very disappointing experience with this rental company.
We booked our London accommodation from May 13th–18th back in February because we were travelling for work with a team of four people attending a coffee festival. We specifically chose a property close to the event venue with two bathrooms so the team could rest properly after long workdays.
The day before our trip, after contacting them ourselves to confirm everything, we were suddenly informed that our reservation had been cancelled. We never received any proper notification beforehand.
Even worse, weeks earlier we had received suspicious messages asking us to enter our card details through an external link or risk cancellation. After contacting Airbnb support, we were advised it looked like a scam attempt, so we froze our bank card for security.
The replacement property they offered was far from the event location, causing us additional transport costs every day. The apartment itself was dirty, had only one bathroom, not enough towels, and one member of our team had to sleep on the sofa despite the booking being for four guests.
We were promised compensation, but we still have not received any clear update regarding the refund.
Overall, this created unnecessary stress during an important work trip, and the lack of communication and professionalism was unacceptable.

Customer service is about the worst I have dealt with booked a 2 bedroom apartment was given a 1 bedroom 4 hours back and for
Spoke to actual landlord who said its there fault and he is happy to put us in the correct property if Airbnb make contact with him
AVOID Airbnb at all costs

I made a booking and within seconds made a payment of £150. However the booking was declined again within seconds of payment being made A refund was apparently initiated but it could take 10 to 15 days to reach my account. That’s 10 to 15 days I cannot use my money for no fault of my own!
Surely payment should not be requested until the booking is confirmed? This is a scam surely?
This is my first and last attempt to use Airbnb. Imagine if this had continued to happen? The property is still showing as available for the dates I wanted so how many others will be caught?
In short, Airbnb is unreliable and you shouldn’t risk using it until they initiate sound business practices. £150 is a lot of money to a pensioner and this is totally unacceptable.

Absolutely disgraceful customer service.

We reported damage to our host from an item that was found to have fallen that was placed precariously on a shelf by the host, we reported it to the host to attempt to help them rectify the situation.

Since this, we've had claims and threats of taking money from our account with constant 24 hour deadlines, but missed deadlines on their part... all for non fault damage for amounts that seemingly change on a weekly basis with no explanation.

This should absolutely be covered by Airbnb/the hosts insurance, not by ourselves.

We will not be using Airbnb again.

Airbnb initially handled my complaint professionally and ultimately supported the concerns raised regarding the cleanliness, maintenance and presentation of the Airbnb property “Larch Lodge” during my family’s stay between 8th–11th May 2026.

Property listing: Larch Lodge Airbnb Listing

Following review of extensive photographic evidence, Airbnb approved a partial refund and advised that action had been taken against the host.

However, despite upholding the complaint itself, Airbnb later refused to remove what appeared to be a retaliatory host review left against my profile after I raised legitimate concerns through the platform. The host simply stated “would not host again” without providing any factual explanation, allegation or reasoning whatsoever.

Having reviewed a number of responses to previous guest reviews, there also appeared to be a recurring pattern whereby guests leaving negative feedback or raising complaints were publicly criticised or blamed by the host. This made the later review left against my profile feel particularly punitive in context.

My concern is that this type of vague but negative feedback risks discouraging guests from reporting genuine cleanliness or safety concerns for fear of receiving punitive reviews impacting their future bookings. Airbnb’s own review policies state that retaliatory reviews are not permitted, which made the refusal to remove the review feel particularly inconsistent given Airbnb had already substantiated the underlying complaint itself.

I was also frustrated by the complaints process itself at times, as Airbnb repeatedly asked me to complete the same forms and resubmit the same information and evidence on multiple occasions before I eventually refused to continue duplicating material that had already been provided.

The complaints team initially appeared fair and evidence-led, but the later moderation decision regarding the host review felt inconsistent given Airbnb had already substantiated the underlying complaint.

My advice to future guests would be:
- photograph/video the condition of properties thoroughly on arrival and departure;
- document all concerns carefully;
- and raise issues directly through Airbnb within the reporting timeframe.

I do appreciate that Airbnb ultimately refunded part of the stay and acknowledged the concerns raised, but I remain disappointed by the refusal to address what I believe was retaliatory feedback from the host following an upheld complaint.

We had an absolute nightmare with our booking and the host, we had to leave the flat after a month being there. And we booked it for 3 months. We paid for the whole May month and we left on 7th May. I did a complaint with overwhelming evidences. Host promised refund but then she disappeared and refused to allow airbnb to refund almost £1200. Airbnb didn’t protect me and basically took host side and didn’t care what I’m going through. I had unfair treatment. DO NOT USE THIS PLATFORM TO BOOK YOUR HOLIDAY. they will put their hands up and only believe the host!

What a letdown and disappointment!
We booked the Grand Seafront Balcony Apartment at Marine Parade in Brighton for the 2 July for 3 nights! Air B&B took our money, stating that the host ADAM would confirm by email within 24 hours.
HOWEVER because ADAM didn’t confirm our booking request Air B&B cancelled 😡 and than said by email it may take 7-12 days for our money to come back to us! OVER £1000!!!! Really disappointed! Can’t book anything else until our money comes back.

THANKS AIR B&B and a special THANK YOU TO ADAM!

Customer service is very very poor. Some staff, if you do get throught, have a poor command of the english language making communication very difficult. My issue remained unresolved after four day of phonecalls. The whole experience is frustrating and if you do have any issue with booking on Airbnb I wouldn't bother trying to get it resolved by contacting customer service. Just book usng a different company and save yourself a lot of time and frustration

Guest trashed my home; created mess, damage and stains. Airbnb cover didn’t cover the damage; they paid me 50%; then the guest left a retaliatory 1* review. Airbnb did nothing. It has been 18 days. I have been chasing; they haven’t been In touch with me once.

Despite having policies in place; despite you paying insurance as a host; none of this matters; the customer service is awful.

I'm an Airbnb Superhost. Have had no support from them regarding a vindictive guest. Although this poor review stands out from all the others, Airbnb refuse to do anything about it and refuse to give a proper explanation on the findings of their review.
Hosts are customers of Airbnb too, we pay for that priviledge.

As a host (also Superhost) I'm not supported by them! When I have a damage of my property, done by guests, Airbnb always give right the guest, not the host! Of course, none of the guests pay for the damage they caused. Theoretically that's why the Airbnb insurance is there. But... Hahaha, it's just a good sounding label! And they are SO CHEAP!

When a guest fully damaged my dishwasher, they paid around £60 for EVERYTHING, that almost covered the fixing material, not the labour costs or compensation.
When a guest broke my bathtube, that they refused as responsibility, of course, Airbnb was suspicious on ME, not the guest. That's embarrassing! And at the end they sent me a message that "we deeply understand your situation that helps us understand the host's issues in general, it helps OTHER hosts, blablabla" and finally PAID NOTHING on my damage.

Airbnb is against their hosts, that's it. And they forget that they use the properties of their hosts for getting THEIR OWN profit.

I'm really angry on the way they handle their hosts.

I had to cancel a reservation because the apartment was not habitable. Airbnb couldn't care less about the standard, and were not interested in feedback. Because the owner cancelled, I can't leave a warning for other people.

Furthermore, it has now been a month and I've still not received my refund. Airbnb's normal refund timeline is up to 18 working days, which is just insane. Now it's exceeded that timeline, they have switched to blaming my bank. They have taken no responsibility for it whatsoever.

I will never book with them again.

will tell my friend in America who used to use them. They allowed an host to say defamatory things in her review. UK is lawless, well it wants to be defamation is still illegal and my experience of Airbnb for first time was awful

Booked accommodation in Miami and Mexico city. The following week when I signed in to the app I was presented an offer "Book accomodation in Mexico or Miami and get $100 voucher for Experiences"

I asked my friend to check their AirBnB and they were not presented with the same offer. Utterly odd behaviour to target offers to people for something they just booked.

Comes across as really disingenuous, I raised with support but they didn't care. I won't use AirBnB again.

Ahmed the customer advisor from air b&b refused to provide any details for a customer complaint. He kept giving feedback links or stating i could complain about the host. I wanted to complain to air b&b for not refunding me.

made a booking and paid , then almost instantly the host cancelled. I messaged and the host said, air b&b have said my refund has been issued. she also stated air b&b charged her a fine of over £100
I did not receive my refund, so went on chat yesterday , was told my refund was on its way .
today i contact again to be told actually my money was held for 3 days and now it would take 5-10days. i asked to complain as this is wrong to instantly take my money, instantly cancel but take weeks for a refund.
AHMED stated i hadn’t contacted when infact i had on 2 occassions. He still failed to log a complaint or show me the process. then proceeds with an arrogant message saying i should have pressed something on my email!!!!