Airbnb Reviews 15,123

I’m extremely frustrated with Airbnb. My friends and I booked a stay in Polperro for July 19–20 with a host named LUCA. The payment was processed, but then the host declined our request because she doesn’t accept ONE-NIGHT reservations—something that should’ve been clearly stated in the listing upfront. Now our money is on hold, and we’re unable to book another place. Most listings are filling up quickly, and we’re stuck. The whole process feels really unfair—if a host needs to approve a stay, that should happen before any payment is taken. Airbnb’s only response has been to tell us to WAIT, which is incredibly frustrating.

Date of experience: July 01, 2025

Newly refurbished? Yes 10 years ago maybe! We are appalled at how we were treated both through air BnB and the hosts. The property didn’t not match the pictures on the booking. We raised the issues on day 1 of the trip and the host tried to send somone out to sort it, however they could not sort the problems. Stained headboard, broken bed which a panel fell on my mums leg. We went away as a family for my brothers wedding with babies and our dog which the listing clearly stated pets were allowed (at no extra charge or authorisation needed). Air BnB have been no help as they stated we should have made air BnB aware on day one so they could move us. We could not be moved or have the time do this as mentioned we had babies and were there for my brothers wedding so we couldn’t just leave the wedding to be moved houses - it’s completely impractical. I have picture evidence of everything including WhatsApp messages proving we notified the host of all the issues immediately. The house was not maintained and was quite frankly filthy to the point we had to clean it and sleep on top of sleeping bags on the bed. I have left a bad review on the hosts which has now resulted in them leaving a bed review about us - which is laughable. The whole process is floored and we were only refunded £125 cleaning fee, out of the £1,200 we wait. It’s honestly a joke. I use Airbnb all the time and the one time we have had a problem it’s not gone against us. It’s caused nothing but stress and upset and ruined what was supposed to be a lovely weekend celebrating a wedding. I would love to upload the pictures for other guests to be aware of but surprisingly you can’t!!!!
Avoid Anna & John hosts who supposedly are from London - now living in wales. Also a lie they told us they now live in Australia. Just money for them no care in their actual properties.
The house was stayed at sleeps up to 13 people in Treforest Wales.
As a proclaimed family not sure how they sleep at night tbh!

Date of experience: June 23, 2025

I ended up in some sort of brothel. Airbnb support was not supportive at all. They showed no empathy and talked about fixing the plumbing issue instead. Zero stars!

Date of experience: July 07, 2025

I booked a place and eight days later, two weeks before I was booked to stay, I had to cancel for an illness in the family. Airbnb did nothing to assist. They leave it up to the host and support the hosts decision as to whether or not you will get a refund. The worst part is the host can book someone else for the same days that I already paid for. So even if someone else books the same days, the host and Airbnb keep the money from both transactions. I am closing my account.

Date of experience: July 06, 2025

The worst company by far! It feels like it's run by clueless teenagers who are just reading off a script. I sent evidence that the room I booked in a shared flat was entered into without my knowledge and consent by three different people on top of a range of other issues, which was acknowledged by the call handler who told me it's wrong. Then they spent 3 days ''investigating'' asking me to repeat everything all over again to 3 different people, mad a decision taking the host's side and couldn't even bother to explain why. I'm just given their decision and the case is closed. They communicate through links. The link to their T&C states unauthorised entry into the rented premises is prohibited. Yet, they rule out in favour of the host with no explanation whatsoever. I won't even begin to describe the other issues which made me leave the place earlier losing money which they won't recover from the host. Their protection is non-existent. There's no cover, no insurance. You're on your own. It's all just a smoke screen. This is not the first issue I've had with Air Bnb over the years. But it is definitely the last as I'll never use Air Bnb again. Horrific!

Date of experience: July 03, 2025

Im Airbnb host and I can literally say that Airbnb only care about guests. When the subject is being a host they don’t care much as they care to guess.
I will give you an example. I had a guest that left my front door unlocked from 1:30am till I got home at 3:00pm. I wrote on guest profile review, I called Airbnb and they told me that my review is under review.
I can’t believe that this company besides of give more assistance to guests, they need to approve a safety matter review. Unbelievable, disrespectful and unprofessional.

Date of experience: July 05, 2025

Terrible ‘service’ from Airbnb. We stayed in a guest house that had no hot water - amongst other things and they would only refund me 10%. They were going to give me another £10, but because I escalated the matter - (as I wanted a refund), they said they would not honour the £10 and I could only get 10% off the price.

Date of experience: July 06, 2025

Booked two places to stay , paid through Paypal, got emails saying the hosts could not accommodate my stay , then have to wait a week for a refund .

Date of experience: July 01, 2025

I have been using air bnb for years….over 27 stays and have never had a problem until now. I rented a place and had nothing but problems from the start. I wish we could put in pictures to show the justice. I walked into the home and immediately the first thing I saw was overgrown grass up to my 6 foot tall husband’s waist into the stomach with abandoned shopping carts everywhere. They said we would have use of a patio that was a lie. The entire property wreaked like animal urine, and you could see spots on the carpet and on the couch, where there was obvious animal urine. Outside of that there was food left in the sink. There was food left in the microwave. The entire floor was gross. I believe this just touches the surface of everything that I encountered and that my children were forced to sleep in the animal Urine smell because I was told by the host to just use for breeze we didn’t get in until 11:30 PM so we had no choice but to sleep there. Another thing we were not told is you could hear every movement going through the house so nobody got any sleep. I contacted Airbnb immediately at 5 AM the next morning. I went on for days with Airbnb, trying to get a refund I was told at one point I would receive a refund I didn’t. I was told to leave the property immediately that morning, and I would get a refund which I left the property and still again no refund at the very beginning of our trip I had to come out another $700 just to find last-minute housing for me and my family finally after days of arguing with Airbnb they only refunded me half of what I paid for the week of the Airbnb, which they didn’t even want to do that. The only reason they did was because what they claimed was an employee that was not qualified to told me that I would get a refund. I went to the highest person at Airbnb. I am very, very disgusted and overall dissatisfied and will not be using Airbnb again. I will be using VRBO and Expedia rentals. My renter was nothing that was described in the pictures. The smell was unbearable and a health hazard to my children and Airbnb refused to do nothing about it but give me half of a refund only because somebody messed up and told me they would otherwise I was told by air B and B I would not have gotten a refund. Very disappointed and unsatisfied to say the least beware of any Airbnb‘s that you get because Airbnb will not cover you.

Date of experience: June 25, 2025

Literally they are taking the mickey
They started with a reasonable commission and now they’re your 50% business partner.
It’s your house, you wash the bedding, you clean the house, you do the communication, you host the guests and Airbnb takes the half if your earning.
Look somewhere else I’d say. Plenty options

Date of experience: July 06, 2025

I’ve used Airbnb multiple times over the years, but my recent experience has completely put me off. When things go wrong, Airbnb does not have your back. I had an issue with a listing that was completely misrepresented – dirty, unsafe, and nothing like the photos – and Airbnb’s support team was slow, unhelpful, and clearly more interested in protecting the host than solving the problem.

Trying to get a refund or even proper communication was like pulling teeth. They talk a big game about “trust and safety,” but when you’re actually in a bad situation, you’re left to fend for yourself.

What’s worse, Airbnb has become ridiculously overpriced. Cleaning fees, service fees, and vague cancellation policies make the final cost far higher than expected. I’ve since tried other platforms that are not only cheaper but actually care about their customers when issues arise.

I won’t be using Airbnb again – there are better, more transparent alternatives out there.

Date of experience: June 09, 2025

I've been a loyal Airbnb user for nearly a decade, but recent experiences have left me deeply disappointed.

First, I accidentally made a booking and attempted to cancel it within seconds. Despite the immediate action, I lost nearly £3,000 due to Airbnb’s rigid cancellation process. The user interface is confusing and lacks clear warnings for high-value transactions—something that should be a basic standard for any platform handling large sums. Airbnb offered no meaningful support or resolution.

Second, I paid for a trip in pounds but was refunded in Airbnb booking credits—without any clear explanation or consent. I wasn’t even aware of what booking credits were at the time. Once again, Airbnb refused to assist or offer a fair resolution.

These experiences reflect the worst customer service I’ve encountered in over 10 years of using online platforms. Airbnb’s lack of transparency, inflexible policies, and unhelpful support have eroded my trust in a brand I once valued.

Date of experience: July 05, 2025

Airbnb needs to:
- Have more consistent search experiences (Doesn't show my listing when the "Instant Book" filter is on, even though I have "Instant Book" enabled

- Have consistent listing badges (It shows "4 min walk to Lake" for my competitors in the exact same building but shows "6 min walk to Lake" for me? This isn't fair

- Allow hosts to opt out of Early Access Features/ Beta Program (You can opt in but cant opt out?)

Date of experience: July 05, 2025

Air BnB reviews are all fake. We have a 1 star but air BnB changed it completely SCAM

Don't trust them stayed in a house in Suffolk windows were shout sealed couldn't open any weather conditions extremely hot very dangerous for someone who has asthma or breathing issues as well as fire case of the house did catch a fire.

Friends car was keyed also so guessing the area is a unsafe. Wrot e a review argued my case with air BnB and guess what they changed my review completely to what I said.DO NOT TRUST AIR BNB REVIEWS GUYS ITS ALL A SCAM

Date of experience: June 28, 2025

My friend booked the "Seaside Luxury House on the Suffolk Coast", hosted by Tim and Lucy, through Airbnb — and it turned into a nightmare.

My friend’s car was vandalised overnight while parked on the street outside the property. This made us feel unsafe in the area.

Worse, all the windows in the house were screwed shut. We stayed during 30°C heat, and without any way to ventilate the house, it became extremely hot and humid. This made the stay deeply uncomfortable and unsuitable for sleeping or relaxing.

I left a 1-star review on Airbnb describing the experience truthfully. Airbnb removed my review and the listing still shows 5 stars, which is completely misleading and dishonest. It feels like Airbnb protects hosts, even when guest safety and comfort are clearly at risk.

Airbnb should be ashamed of how this was handled. Guests deserve honesty and safety — not censorship.

Date of experience: June 28, 2025

After being a super host for 8 years o no longer will be a part of such a shady company

Date of experience: June 27, 2025

The property we stayed at is an absolute disgrace and a ticking time bomb of safety hazards. Most alarming was the padlock on the back deck gate, which meant there was only one exit through the front door. In an emergency like a fire, we could have been trapped and killed inside. When I raised this very real and obvious safety issue with the host, my concern was flat-out ignored. This is likely a blatant violation of the fire code and the short-term rental ordinance of Pagosa Springs.

To make matters worse, there were multiple surveillance cameras installed around the property—some shockingly aimed directly into private living spaces like bedrooms and the living room. This is a massive invasion of privacy and absolutely unacceptable.

One upstairs bedroom had a rough, unfinished wood floor with exposed nails—combined with the house’s “shoes off” policy, this was a recipe for injuries. One of our guests found out the hard way with cuts and splinters.

The kitchen was another horror show. The “non-stick” cookware had lost all its coating, meaning anyone cooking with it was being poisoned with PFAS chemicals—known carcinogens linked to cancer. The grill was filthy and caked with grease, completely unusable and a major fire hazard. Thank goodness we checked it before trying to light it.

There was also a cracked ceramic tile in the kitchen with razor-sharp edges, creating yet another spot where you had to wear shoes indoors for basic safety.

The so-called “game room” was a pathetic joke—after cramming in the ping pong and shuffleboard tables, there were only inches left for a person to squeeze in, rendering these amenities completely useless.

In the primary bedroom, there were no bedside lamps, forcing us to stumble around in the dark to find wall switches every night.

When we arrived, the home was stifling and smelled off, with an indoor temperature of 90 degrees. It took hours to cool it down to 75, and with no cooling upstairs, those rooms were basically uninhabitable during the day and well into the night.

The host, VIP Vacation Services in Pagosa Springs, was the worst part. They ignored safety concerns, insisted on communicating outside of Airbnb, and demanded additional payments outside the platform—both clear violations of Airbnb’s policies.

Airbnb support has been a complete joke in trying to resolve these issues, offering no meaningful solution so far. This property should not be listed on Airbnb or anywhere else until these major safety, health, and habitability issues are fixed. Rent at your own risk—you’ve been warned.

Date of experience: June 20, 2025

Unsafe conditions, mold, and poor support — AirCover failed me

I stayed at an Airbnb where water was leaking from the ceiling onto the bed and visible black mold was growing in the HVAC vent above me. I reported the issue immediately after arrival, but had no safe option to leave right away — it was late at night, the neighborhood was unsafe, and I had no alternative accommodation.

Despite reporting this under AirCover, I received only a partial refund, even though the place was clearly unfit for living. I had to sleep one night under these conditions only because I had no other choice. I was deeply concerned for my health, and my dog developed breathing problems after this stay.

Support was slow, and in the end, they said a full refund was “not possible,” even though I followed all the steps required by Airbnb’s policies. This was a clear failure of the AirCover guarantee, and it left me feeling dismissed and unsupported.

If Airbnb really values guest safety, they should have handled this very differently. I do not feel protected, and I now question whether I can trust the platform at all.

Date of experience: July 04, 2025

My Airbnb reservation was canceled by the host after the stay had already started. I was traveling with children and expected Airbnb to handle the situation responsibly.

Unfortunately, Airbnb failed to provide a confirmed replacement or follow their own guest protection policy. I received only a $300 coupon and no guaranteed alternative. I still have no place to stay, and my flight is tomorrow.

This was my first Airbnb booking, and it turned into a deeply stressful and disappointing experience. I hope Airbnb improves how it handles urgent cancellations like this one.

Date of experience: July 04, 2025

Website will not complete transaction for reservation, although credit card company approved 5 times, customer service are in denial that there is an issue or would help me to complete the reservation, spent over an hour on phone with them.
Airbnb used to be so good - what happened to them?

Date of experience: July 04, 2025