Anonymous

Outright scam

For my very first reservation on this fraudulent site, the host canceled. Airbnb customer support is non-existent -- I have tried to find their phone number on their site, nowhere to be found. Once I located it through some third site, I was on hold for more than an hour (!!!) and still was not able to get through. I guess, it does not matter whether you are on hold for one or ten hours, no one simply picks up. If the host cancels, the most they are charged is $100, and I doubt it happens, as there are multiple exceptions (and the amount is laughable, considering people pay several thousand for a week of stay in expensive areas/cities). Whereas if you cancel as a guest, they slap you with 50% or more of the whole cost of stay. I don't hold my breath for the prompt refund of my money, and have to be prepared for a lengthy and unpleasant experience trying to get it back. Now I have to change airline reservations for and additional charge or simply forfeit the money altogether, not to mention not being able to see my family whom I have not seen for years. As, of course, I can no longer find a comparable place to stay, and the area hotels are close to USD500 per night, which I cannot afford. Do not touch this with a ten-foot pole. Stay away.
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Reason of review:
Poor customer service
3 comments
Guest

Horrible host support

Guest

The host never provided the complete address and I could not check in. No refund from airbnb. They need to be sued!

Guest

Same here. They kept my $3K for a month and then canceled with lame excuses.

Their 'sorry' doesn't make it for broken plans and missed opportunities.

Also, it's just ridiculous how guests are expected to expose their private infos and almost beg the host to get accepted, like the payment, security deposit, and credit card info is not enough. WTF!

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Anonymous

Apartment not prepared for guests

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Airbnb - Apartment not prepared for guests
Airbnb - Apartment not prepared for guests - Image 2
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Airbnb - Apartment not prepared for guests - Image 5

This is an ongoing story, no help from the hosts, Alex and Julie who treated our complaints as a joke, and no help from airbnb who have made it very difficult to make contact. We arrived at the apartment in Montreal's Plateau neighbourhood in a snow storm.

The apartment was obviously not ready to receive guests - no wardrobe space (closets full of Alex and Julie's clothes, no provision for our clothing), no drawer space in the dressers, again full of Alex and Julie's personal belongings, no space for our effects in the bathroom - shelves and cabinet full of the toiletries, including toothbrush, razor, etc. belonging to the hosts. No allowance at all was made to receive guests. After everything we had heard about airbnb we wondered if we were even supposed to be in the apartment.

We took photos of the bathroom, the wardrobes, the filthy oven in the kitchen and posted them on the Internet. We contacted Alex and Julie about the problems with the apartment and our complaints were treated as a joke.

We left the apartment early the next morning, leaving the keys in the mailbox. Airbnb has thanked us for our feedback!

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Loss:
$1700
Cons:
  • Total lack of quality control
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Hutwill house madison Nh

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Place was infested with lady bugs and mice all the pans were filthy but the owner chris is lying about all this towels and face cloths all stained . and all air bnb will do is give me a 70 dollar credit to stay at another place are they kidding they screwed me over twice , they only look out for there hosts that's where there money comes from no way in *** would i ever use air bnb in this life time , stay away from them . forgot to mention the fridge did not work and the heat never stayed on and blew cold air because the owners put the thermostat next to the vent. over all it was a very dirty place to stay and air bnb could care less they can shove there voucher you know where I would never use them .
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Loss:
$200
Cons:
  • Way i was treated by mariah
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Anonymous

Violation of local ordinances

The owner of a property at 330 Roebling Rd. S. In Belleiar, FL, is operating an air bnb and continues to rent bedrooms in clear violation of the local ordinances prohibiting such activities. This owner has been brought before the local code enforcement magistrate, but continues to operate the short term rentals. You may be asked to leave the residence by the Town's law enforcement authorities should you book a lodging at this address. The nearby residents are all in agreement that this activity must stop as it degrades the property values of the surrounding neighborhood. Be Careful when renting here. You have been warned.
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Anonymous

Airbnb--simply a scam to get your personal information

Over the past week I tried to make reservations for two dates in Havana, Cuba. It was simply a nightmare that got worse. The initial booking seemed relatively straightforward. The next day they demanded that I send them a gov. issued ID OVER THE INTERNET, even though the reservation was made & confirmed with my AMEX Platinum Card--the strongest, most prestigious card on the planet. I sent an email [like most of these cowardly scams there is NO contact info for them, no phone, no address, nothing] to an address that I found on another website (Huffington Post) voicing my stringent objections to sending them any picture ID over the internet. A day later I received a "canned" reply that didn't address a single issue that I had raised. It simply told me again that they'd cancel my reservation if I didn't send my ID within 48 hrs. I then learned by checking several publications that airbnb blatantly sells your ID and other info to information gatherers on the net & may be connected to "dark web" activities. There's more, but you get the picture: the company is a scam & a dangerous one. T. Laufeyson
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Reason of review:
Poor customer service
1 comment
Guest

What you are saying is not true. If you go to a hotel, they will ask for the same personal information. Either provide it or stay home.

Anonymous

AirBnB putting users at risk of Identity Theft.

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I agree with others comments on the AirBnB invasion of privacy in their review process: It seems likely that Airbnb also suck up contact details and use them from whatever accounts they "connect" with in their verification process. I have accounts with Facebook and LinkedIn but both are little used, with few contacts avaialable and neither were accepted by AirBnB.

Even when I tried using their other option, a personal video they did not check and verify using this forcing me to use the only other option, my google account, which i reluctantly did. I now feel nervous about giving too much info into their hands, and opening myself up for identity theft. Not happy, feel blackmailed, but I have to live with this, as I made the choice to go ahead in order to book my holiday.

Hiowever I am now wishing i hadn't, that i had just booked a motel instead. Boos AirBnB

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Pros:
  • Choices
  • Concept
Cons:
  • Time wasted
  • Staff non response and no fullfilment of promises
  • Not living up to stated ability to verify with my personal video
Reason of review:
Unjustified requirement for personal information

Preferred solution: Let the company propose a solution

Aela Bnt

Charged for a Reservation Didn't Know I Made

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Trying to make a reservation online in St. Augustine FL, I lost the page and did not think the reservation had been made. Apparently it had been made, unbeknownst to me, and when I saw that and cancelled literally within minutes, I was told only half of my money would be refunded. They kept $699 due to their strict cancellation policy. I can't believe they can be allowed to do this. When I spoke to someone at AirBnB, they were of no help and seemed completely unconcerned. The amount seems outrageous, especially given that it was a mistake and no service was provided. I will never use them again!!!
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Loss:
$699
Cons:
  • Very upsetting
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

This is very similar to what happened to me. Confirmed all details on the app for the listing I wanted, but when the host confirmed I noticed the information was wrong and it was for a different listing I had looked at earlier, not the listing I had confirmed.

Reached out right away to Airbnb within less than 6 hours of making the booking and now am either going to lose $500+ or have to stay at this place I did not choose. They need to have a 24 hour total refund in case of reservations made in error.

Resolved
Viraj Hpj

Resolved: Outrageous Service Fees

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This is my second time with Airbnb, first time was great. This time the couple traveling with us aren't sure they can make it because of family issues. So instead of waiting until the end of June I canceled to give the host time to rent it again. Which I don't believe it is a problem since it is 4th of July weekend in Chicago. I understand a service fee to an extent. Airbnb says it is the cost of the website, but if they rent the same condo again then they get twice the amount. But keeping the entire service fee after canceling 6 months ahead of time is ridiculous.
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Loss:
$125
Pros:
  • Property offers
Cons:
  • Extreme service fees
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

2 comments
Guest

If you don't like their clearly stated terms, then don't use them.

Guest

I just payed (Feb 2017) forty two dollars in cancellation fees, and twelve dollars because the host didn't contact m back. What a joke!

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Anonymous

AirBNB's fake services

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I try to make a reservation but AirBNB suddenly says it will take at least 24 hours for verifications for credit card (which seems to be *** as I paid with this card several times). Best of all is that AirBNB does not respond to e-mails and does not have a telephone number and helpdesk and is thus frustrating the making of reservations, which is to the detriment to both the home owner and the traveller. It is the core of the AirBNB business that transactions can be made fast en smooth. I am deeply disappointed. After a couple of hours still no reply. It's a shame that AirBNB charges fees to both home owners and travellers with such a non-service and total silence.
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Loss:
$2500
Cons:
  • Airbnb is unfair to the guest and does not follow its policy
  • Non communication
  • Fake customer service
Reason of review:
Order processing issue

Preferred solution: Full refund

Anonymous

Airbnb - Property Rental Review

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I could not be more disappointed. My daughter and I stayed at a rental in Naples Fl at 350 Yucca Road that was infested with cockroaches and sugar ants. I took pictures and tried to get some of the money back first from the host then Airbnb. Basically, it was a win win for the host. Not only did I not get a refund but she also got me blocked from leaving a review. Whoa. I feel so disappointed and jilted. Like my daughter and I didn't matter. I even talked to a guy on the phone who looked at my case and he said I have every right to feel this way because it does seem like the Host pulled some strings.
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Reason of review:
Bad quality
Anonymous

Florida Vacation using air bnb

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AirBnB has the worst customer service! It's just like dealing with an Auto Insurance claim, you have an agent who cant resolve anything and then they pass it to a case manager which you cant speak with. You have to wait for them to call which in this case it has been 48hrs and still no callback. Basically they setup a loop hoping you back away and give up. We will never use them again after this experience. We used them for a Breckenridge trip and our last Florida trip but we never had to use their customer service until now. Beware of this company!
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Reason of review:
Poor customer service

Preferred solution: Full refund

Malichi Cen

Bali experience nightmare with airbnb

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I went to bali with my parents and kids for Christmas and new year. We decided to have a tour in bali and rented houses / hotel. First rent with airbnb was perfect with picture on the website actually not as good as reality. We had a good time and great experience. After moving to another place in Ubub, we reached out on the 30th of december our last booking in Kuta with Brad and Putu as host. Their house was described as "quite and peaceful paradise" Took us a while to find the house as we were not thinking that been in one of the most noisy / busy road it could our quite and peaceful paradise. After entering the property which was made of couple of house and a central swimming pool, we reached out our place. This is where it started to become a nightmare. Place was very far from the picture and paint falling off from room, bed sheets not clean, kitchen 50 years old etc etc.... My parents and wife refused to spend one minute in this horrible place and I called immediately the host to cancel as it was a too big gap between reality and what was on the picture. The host told me that the policy was no reimbursement but I could cancel and he will try to find another customer. I should then call Airbnb who will do the mediation between both of us. It was strange that the host knew this process. This should have alerted me. I canceled my booking but then airbnb did not help. They just told me that the gap between reality and picture was not so big and that the place was busy due to the christmass period. As consequence I lost all my money, had to book last minutes hotel which costed me a fortune. The last surprise is when I tried to post comments / picture on airbnb website to prevent new customers to face the same experience. It became impossible as I had cancelled my booking...Well done from the host, he knew the trick. Conclusion, host did get all his money, did not get any negative review and airbnb did not care.... I will never ever go back to any airbnb customer and I am now making sure that everybody I meet, every social media i have access to, get to know what is airbnb experience. hope you will not have the same experience
View full review
Loss:
$1000
Pros:
  • Website offer
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Frustrated would be user

My complaint is about the the Airbnb registration process. Not realising I had to go through a rigorous security check before booking was my mistake. Thought I was just making a booking like any of the hotel sites. So I spent several hours trying to get through their processes. My linked in account would not be accepted. Then I tried making a video. That service was unavailable. Not being a young yuppy who loves Face book, I don't have an online identity. Hmmph. Decided it was time to get some sleep. Next morning I receive an email saying my booking was cancelled and they would refund my money...... in 4-5 days perhaps. Why did they take my money before they had verified my identity? Thank you Airbnb I think I will stick to hotels in future.
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Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

1 comment
Guest

Didn't even get that far. The process for registration is flawed (or the web site is not well designed with useful feedback).

It would not accept my profile. Message it was rejected with no indication as to why. Would not accept my Amex account for verification, though the name and password were correct. The help section does not address these issues.

It was a frustrating waste of time. I am happy I did not make a booking.

I am afraid that Airbnb have lost me.

Welma Cir
map-marker Windermere, Florida

I didn’t receive the payouts from the upcoming reservations. It’s ILLEGAL!!!

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Airbnb - I didn’t receive the payouts from the upcoming reservations.  It’s ILLEGAL!!!
Let’s start it all over because I think Airbnb don’t have any idea about the absurdness of what’s happening. Airbnb said that: “Airbnb really appreciates what I’ve been doing to our guests as one of our most valued Superhosts”. Let’s see if these are just empty words or they really have any meaning. My main concern, as I believe is Airbnb as well, is about our guests. I’m so committed to them that I have refused a great deal to sell my property because the buyer (an investor) didn’t want to honor my reservations. So I think Airbnb can see we’re a not talking about money or penalties, we are talking about PEOPLE. I really don’t care about how much money I’m gonna lose if I cancel the reservations, but I DO CARE about my guests. There are a lot of PEOPLE out there that trusted their vacation dreams, their dearest family moments, their leisure time after years of hardworking to us. At the moment I’m writing, I have more than 20 people that trusted in me and paid in advance to Airbnb more than US$17,000. All the sudden, Airbnb started to withhold 30% of all these future reservations which totals almost $ 5,500 without previous notice. Why are you doing this? What’s changed? I can only imagine that it’s because my Taxpayer information was not informed on my profile but it’s already there. When I first listed my property, I didn’t have a Tax Id and when I got it to be able to fill my tax returns of 2015, I forgot to update it in the website. I’m completely compliant with my Federal, State and County taxes and I’m not supposed to be withhold 30% of my rentals. If Airbnb needed, I could send Airbnb all the receipts. And do Airbnb know what’s worse? Airbnb is not just wrongly withholding 30% of my rentals but you’re taking the supposedly due amount from future payouts out of my present payouts. It’s ILLEGAL!!! I didn’t receive the payouts from the upcoming reservations yet but Airbnb did. So, Airbnb CAN’T take these “tax withholdings” of something that I didn’t receive out of my payouts. I don’t know if Airbnb realized but it’s what happening right now. It’s ABSURD!!! For example, take these 2 payouts (Rayne and Johnny) that I’ve been complaining about. I was supposed to receive $ 1,077 from Rayne and $175 from Johnny. You said that you’ve already paid me with the tax withholding of 30%. So, I had to have received $744 from Rayne and $121 from Johnny but I have no deposit in my bank account because in your system I “owe” more than $ 5,000 of tax withholding and you’re using this credit to compensate that. It’s INSANE!!! Completely NONSENSE!!! Let me repeat it to be clear - Airbnb can’t make me pay for something that Airbnb earned, NOT ME. Considering the quantity of future reservations I have, I would only see any money in the middle of December. Beside the fact that the 30% of tax withholding is UNDUE, of course, I can’t continue to keep up with the expenses of the property without getting any money from the reservations. It’s ILLEGAL!!!
View full review
Loss:
$5000
Pros:
  • But turned out to be an absolute nightmare
Cons:
  • Lack of liabiity
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

Anonymous

Customer service rude, disrespectful, unprofessional

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Booked w/AIRBNB host in Clifton, NJ for several days. Host does not appear to be the problem. Cust service would not leave me alone. I choose not to answer every call I receive on my phone, especially if I do not recognize the caller. AIRBNB cust service representatives (several) called as early as 6:30 am EST, and as late as 11:00 pm EST repeatedly up to four times per hour. Kept wanting me to call them back to discuss the host's accommodations, my activities not related in or near the host's accommodations. I was in NJ due to death of family member. I finally turned off my phone for several days so that I and my family members were not interrupted. They woke up children, interrupted conversations, periods of deep discussion and weeping. Host and I gave each other good reviews, yet AIRBNB deleted my profile. They new I was disappointed with them, and retaliated by black balling me. I'm not lost in the irony. I'll gladly never use them again.
View full review
Loss:
$400
Pros:
  • Place where i stayed
Reason of review:
Poor customer service

Preferred solution: re-open my profile so If I choose, I will use your service

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