Airbnb Reviews 

Worst customer service ever!
I left a review for a recent stay in Rochester, MN
“The house is located in a quiet neighborhood, it was spacious and clean.
Unfortunately, you cannot open any windows in the house and it was HOT. The thermostat never went below 76 degrees, no matter what it was set at, until our very last morning it got to 72. I had reached out to the owners, they said it was because of the big beautiful windows. And told us to go down and sit in the basement!
I could barely feel anything coming out of vents, the air does not work well period AND you can’t open windows in the house. I happened to notice while walking by they were actually changing the thermostat on the nest remotely, making it warmer!
I have a heart condition and slept for 18 hours because it was so hot in there and my body couldn’t take it. There’s a reason they have fans in every room.
Maybe some people are ok with that, but in my opinion in needs to be disclosed up front that the air does not work well. Mayo Clinic is right there. If you have medical conditions I wouldn’t recommend staying here unfortunately.”
My review was removed because the hosts complained about it and Airbnb just states it violates policy’s. When I’ve asked what policy it violates, they can’t seem to give a straight answer. But it’s ok to have no working ac when it’s 100 degrees out and it’s not a fire violation for windows that don’t operate. 👌

I have been an Airbnb host for more than 15 years and have managed over 20 properties. During that time, I have welcomed thousands of guests, invested heavily in maintaining my properties, and worked tirelessly to provide outstanding hospitality. I have always believed that Airbnb values hosts who care deeply about the guest experience.

Recently, however, my experience has left me questioning that belief.

The situation began when a guest brought an unreported pet into one of my properties. Unfortunately, that led to a flea infestation that wasn’t discovered until the next guests checked in. As soon as I became aware of the issue, I took immediate responsibility.

I relocated affected guests at my own expense, hired a licensed professional pest control company, and followed every recommendation to eliminate the infestation. The treatment has continued for more than a month because I refused to risk another guest having the same experience. During that time, I also relocated multiple reservations to other units and canceled others to protect future guests.

These decisions cost me thousands of dollars in lost revenue, relocation expenses, pest control treatments, and additional cleaning costs. I accepted those losses because doing the right thing for my guests has always been my priority.

Instead of receiving support from Airbnb, I was penalized.

My listing was suspended, and despite submitting a detailed explanation along with professional pest control invoices, treatment records, guest communications, and all requested documentation, it appeared that my evidence was never meaningfully reviewed. I received generic responses that did not address the facts I had provided, and ultimately my listing was permanently suspended.

What has been most disappointing is not simply the outcome, but the process.

Many customer support representatives seemed unable to fully understand the situation or make informed decisions. Too often, the responses felt scripted rather than thoughtful, leaving me with the impression that complex cases are not receiving the careful review they deserve.

As hosts, we are expected to respond immediately when problems arise, invest our own money to protect guests, and uphold Airbnb’s standards. I did exactly that. Yet instead of recognizing my efforts, Airbnb treated me as though I had intentionally violated its policies.

After more than 15 years of loyalty and dedication, this experience has been heartbreaking.

I am not asking for special treatment. I am asking for fairness.

Long-term hosts who have consistently demonstrated professionalism deserve to have their evidence carefully reviewed, their circumstances considered, and their cases evaluated by knowledgeable specialists instead of receiving automated or scripted responses.

Airbnb’s success has been built on the dedication of millions of hosts who invest their time, money, and trust into this platform. I hope Airbnb remembers that behind every listing is a real person who works hard every day to create exceptional experiences for guests.

I sincerely hope Airbnb will review its policies, improve the training and authority of its customer support teams, and establish a fairer appeals process for experienced hosts. Loyal hosts should feel that the company stands beside them when they do the right thing—not that they are left to bear the consequences alone.

Review from a host. Redicilious bad customer service that is outsourced to India and other cheap labour countries. They never answer your question and if it is too difficult they come up with a bullshit answer.

Water stinks like poo. Hot tub water too dirty. Bad house design. I tried to give it 0 starts but I have to give it at least 1 star.

After being an Airbnb Superhost for 12 years, this experience has completely changed my confidence in the platform.

A guest booked my apartment for 42 nights at an agreed rate of €80 per night.

After the reservation had already been confirmed, I updated my pricing for future bookings only, including a new long-stay discount. I never expected those changes to affect an existing reservation.

One day after check-in, the guest shortened the reservation by one night (42 nights to 41 nights).

What happened next was shocking.

Airbnb automatically accepted the alteration without notifying me or asking for my approval because the reservation still met their "monthly stay" criteria.

Even worse, Airbnb automatically repriced the entire reservation using the new long-stay discount I had created after the booking was confirmed.

Instead of simply deducting one night's stay, Airbnb reduced the nightly rate from €80 to €52.80, reducing my payout from €3,238.03 to €2,086.22 — a loss of €1,151.81.

I received no notification that:

the alteration had been accepted,
the reservation had been repriced,
my payout had changed.

I only discovered it after noticing the missing money.

I spent many hours with Airbnb Support. The Senior Case Manager eventually confirmed that there was no bug and that the system was working exactly as designed.

This was their explanation:

"If there is no old Length of Stay discount and there exists a new Length of Stay discount meeting the minimum length criteria of the new trip length, apply the new Length of Stay discount."

In other words, Airbnb confirmed that pricing rules created after a reservation is confirmed can be applied to an existing reservation if the guest alters the stay.

When I expressed my concern, the final response I received was:

"There was no system issue from our end. Airbnb have not done anything unfair with you."

The case was then closed.

My concern is not about the guest.

My concern is that Airbnb can automatically change the financial terms of a confirmed reservation without notifying the host or allowing the host to review the consequences.

After twelve years as a Superhost, I expected far more transparency and respect.

I have been a dedicated Superhost on Airbnb for 4 years with an impeccable reputation. Recently, a guest named Ramazan made a false criminal allegation against me in a public review. I immediately submitted official law enforcement and police clearance documentation proving that no such incident occurred and that the claims are completely false and defamatory. Despite clear official police evidence, Airbnb Ireland UC refuses to remove this defamatory review. This is a direct breach of GDPR (Article 17 - Right to Erasure) and an unlawful processing of inaccurate personal data. Despite my numerous attempts, my requests for review deletion are automatically blocked. They haven't even reviewed the police document I uploaded or my detailed breakdown explaining how this false accusation violates their own policies and constitutes a criminal offense under Georgian law. They simply repeat that rules are not violated, even after I listed line-by-line how severely their own terms are broken by this defamatory content. By allowing false criminal accusations to remain on a public platform, Airbnb is destroying my livelihood, my reputation as a single mother depending on this income, and causing severe mental distress. I demand immediate intervention from Airbnb's PR/Legal/DPO team to remove this defamatory content.

Booked a break away, but had to cancel. So once I'd gone through all the rigmarole, I was told that I was intilteled to apartal refund ie half because of when I cancelled. So now I'm about a month after cancelling the resavation, after umpteen phone calls and waiting for ages just to get cut off. Got an American chap, could hardly understand him as the line was bad. To be told I was not entitled to any refund as I'd only payed half. Nowhere in this process was I told that you had to pay full to get anything back. So £295 out of pocket. Didn't expect all the money, but when you kept getting told you was entitled to half the money back.

Airbnb is a scam, the place we paid for through Airbnb was nothing like we saw or read, the place was so disgusting we couldn’t wait to leave, the bed must of been 20 plus years old so uncomfortable, towels belong in the trash they were totally discolored and were falling apart, i use better towels to wash my car, the important thing is for what we paid at this apartment hotel in park 93 luxury hotel we could have saved a lot of money by booking directly at the hotel and would have gotten daily cleaning and free breakfast by using Airbnb we didn’t get any of these and overpaid. Never again will use Airbnb.

Closed my ticket "since you didn't respond" after I responded promptly 3 times. no effort to help at all

The worst customer support I've ever experienced. 50+ minutes for a question to be answered. A follow-up question is answered by another person, same wait time. Policy and process questions answered incorrectly or not at all. I travel often from U.S. to Europe and 5 years Airbnb is all I used because I found the rental apartments to somewhat consistent with quality and cleanliness. But that has CHANGED. This combined with terrible, completely dysfunctional customer support, I avoid Airbnb and so should you.

Airbnb sides with scammers; you have no real right to complain if the host wants to scam you by misrepresenting the villa.

Have been satisfied for several years (because we were always lucky and had honest hosts where things were good).

More than 6 months ago, we booked a villa and specifically asked about noise/construction noise.
The host replied that there was no noise.
About 2 months ago, we saw a review from dissatisfied guests complaining about a lot of construction noise. We contacted the host, and she denied that there was any noise.

We arrived, and there was a lot of noise, which we documented with long and short video and audio recordings. (Angle-grinders, concrete saws, etc)Despite staying away from the villa during working hours, we only asked for a discount of 2 (out of 8) days for being lied to and misled in that way. Airbnb is a dirty company that "handled" the case and offered a little over 1000 NOK (around 6%) - even though their "rules" state that the customer may be entitled to a 50% discount for a misrepresented rental property.

We declined their support scam and will take it up with our insurance or bank. My impression, in short, is: a shit company that sides with the one scamming guests; their rules aren't worth much when you actually need them.

I've used Airbnb for 12 years and made nearly 50 bookings, so this isn't a review from someone who had one bad experience and overreacted.

Our most recent stay cost over $3,200 and was well below the standard advertised. The property had multiple maintenance and cleanliness issues, including a broken oven for most of the stay, broken furniture, broken blinds, rubbish left in the garden, and poor communication from the host.

What disappointed me most, however, was Airbnb's response. The issues were acknowledged, but the responsibility was repeatedly pushed back onto the host. I booked through Airbnb because I trusted the platform to stand behind the experiences it sells. Instead, I was left feeling that customer loyalty counted for very little.

After 12 years of using Airbnb, this experience has been enough for me to take my future bookings elsewhere. I hope Airbnb returns to putting guest experience and accountability at the centre of its business.

After more than 10 years as an Airbnb customer, I have finally decided to close my account. The way Airbnb handled my case was one of the most disappointing customer service experiences I have ever had.

While travelling in Colombia, I was the victim of a serious robbery. My phones, wallet and personal belongings were stolen, and I immediately reported the incident. Instead of receiving meaningful support, I spent weeks being transferred between different departments, repeating the same story over and over again. Nobody seemed willing to take ownership of my case or provide a proper solution.

To make matters worse, a host left a review containing allegations that I disputed. Despite providing evidence and explaining the circumstances, Airbnb refused to remove the review. The entire process felt unfair and one-sided.

Customer service was extremely frustrating. Communication was often difficult because of language barriers, and despite Airbnb presenting support as UK-based, I struggled to understand several representatives. Instead of solving problems, they simply passed me from one person to another.

The final straw came when I called to ask for my account to be permanently deleted. Rather than helping me, the call was disconnected. I found this incredibly rude, disrespectful and completely unprofessional.

After more than a decade of loyalty, I expected much better. Instead, I felt ignored, disrespected and treated like just another case number.

I have now decided to leave Airbnb permanently. I will never use Airbnb again and I cannot recommend the platform to anyone. There are other accommodation providers that value their customers and provide far better support when things go wrong.

Never again.
Giuseppe B.

Very disappointing customer support

My experience with Airbnb customer support has been extremely disappointing. I reported serious issues with the property I rented and provided detailed documentation, but instead of addressing the safety and listing concerns, Airbnb repeatedly asked for more information while failing to take meaningful action.

What disappointed me the most was that my honest, professional review of the property was removed, even though it contained no offensive language or false statements. It simply described my experience and highlighted that the listing did not accurately represent the property. Removing factual reviews undermines trust and prevents future guests from making informed decisions.

Throughout this process, I had to communicate with multiple support agents, constantly repeating the same information, with little consistency or accountability. Rather than feeling supported as a paying guest, I felt that the host's interests were prioritized over customer protection.

This experience has significantly reduced my confidence in Airbnb's review system and customer support. I expected transparency, fairness, and a genuine commitment to guest safety, but unfortunately, that was not my experience.

Our host cancelled the booking two days before we were due to arrive, after we'd already paid for the whole week. Airbnb rebooked us into a much worse place further from the centre and it took over a week to get part of the difference refunded. Stressful start to a holiday that should've been simple.

I have been using Airbnb for about 6 years. I've never had any issues and the apartments I've rented (both UK and abroad) have been good. Good facilities, good prices. No nasty surprises.

Accommodation dirty, damp, wallpaper peeling off walls, very steep, staircase with no hand rail, parking space absolutely tiny to the point of uselessness, ridiculously overpriced yet supposedly good excellent rating. Do the people who put up the ratings actually stay in these places. Do not use.

Host is demanding information and a contract outside the platform. Support 'ambassador' says they have good ratings and can do what they want. Asked support to guide me to the place in the listing that discloses what the host is demanding. (Their own help center says it is required to be disclosed!) No response. Literally said to me there was nothing more they were going to say. Cannot find a way to escalate or file complaint on their site. Travel is within a week. I have no options, and no support. Terrible experience!

Worst company out there. Should be investigated for fraud as they protect the corrupt hosts..

After 10 years of using Airbnb platform on a regular basis for my staff we have never had to contact Airbnb.
Some places of course were not reflective of photos, expectations because or descriptions etc HOWEVER the last stay was beyond horrendous and Airbnb did NOTHING to help rectify the situation.
We will no longer be using the platform and will be extremely vocal with the lack of support.