Airbnb

Be carefully using this company to rent your property

Airbnb did not protect us as host

Thousands in damages and losses

Their claim to collect a deposit is not real- and they really misrepresented it.

We had to jump thru hoops to resolve the issues despite having clear evidence that a guest caused major damages

And Airbnb has lots of little ways to catch you – and they do not make sense
Like if you rent your condo to a guest for eight people and they bring nine you can鈥檛 charge more unless you explain at the beginning that there鈥檚 a cost for additional guess – even if you say you can鈥檛 have more than 8 people in the condo

ridiculous

Extremely poor analysis of outcomes. My last air bnb guest 6 weeks later in the custody of police pending murder charges. air b&b investigator was named alana, European accent. Please note no capital letter.
Hoping and nor is the likelihood of the OSCE, Chemonics, CPI or any international organization ever making the mistake of recruiting such a badly traveled poor analytical individual.
Now onto positive outcomes:
VRBO and other platform are much more human.
Go VRBO GO…

The scenario: Arrival to host/my house, 1 person came in first to inspect the inside of my house. I asked are you Malakal T. my guest? He(Leader) said no, 鈥淢alakal T. is waiting in the other car鈥? Leader looked around inspecting in an odd way the house interior. Leader, then walked to the entrance, open the door and waved to Malakal T. to come in. Malakal T. came in with a laptop, goods and 2 bags. So far not the usual B&B interaction, nor much if any eye contact. As I come back to the room to carry on greeting Malakal T. something is being placed under the bed. Leader is still in bedroom with Malakal T. Odd look from both. Malakal has more goods to get from his car. Both walk to the entrance door to go and gather the rest of Malakal T. goods from the car. At this point I am extremely curious of bags placed under the bed. I walk back to the bedroom to look and Leader is rapidly back to the bedroom taking the bags from my hands. I asked: What is in those bags. I am being violently pushed around in my own room and the bags are removed from my hands. I escape my room, looking for my cell to call the police. At this point both are leaving rapidly my house and property in their respective vehicles. Unknown what was in the bags. In this process, a roommate lost a back pack which was at the entrance door, back pack was never seen again. 2 days later back pack has been recovered. 1 of the 2 men came to the house to recover a tablet left behind during their escape. Then again is it 1 of the 2 men or someone else on their behalf. My roommate gave the tablet. I was not home. Tablet was exchanged for the back pack taken away from my house on their escape. I checked the name Malakal T. and it is by far NOT a pretty past. Dangerous guest, in and out of correctional facilities. I will not risk my health, life to please or enrich air bnb. Negative. F for air bnb. Fail, as in university grading. air bnb does not care for neither hosts or guests. Since this last suspicious guest and the incident at my house, I have been receiving more junk mail than I ever received in the last 5 years. Do notify police. And 6 weeks later, PUBLIC: "New charges have been laid against two men allegedly involved in Sunday's shooting in downtown Whitehorse, including another count of attempted murder". God did I ever do the right thing. air b&b, you really suck and commit to limited moral values. You have dead end staff. Let us unite against air b&b. Do notify the police. This guest will no longer be renting anywhere for a while. He is in police custody and with his buddy that was at my house. All info now public. Whitehorse, CBC.ca and so much more from other jurisdictions. Department of Justice, Court services dockets, Whitehorse, Yukon Territory, Canada. Since the arrest of Malakal Tuel, the amount of junk mail to my air b&b email account has been almost NIL. Malakal is not a name. It is an area in south Sudan.
GO VRBO. A true site long established. VRBO.com
There is a way to bring air b$b to justice and to its obligation to a true and healthy organization. At this point, it is an organization purely made of juniors. air b&b does not live its mission statement.

Likewise to other reviewers, should be minus 5 stars!!!
I鈥檓 beyond words at the absolute disrespect, complete lack of any kind of customer service or even acknowledgment of my issue which is basically that Airbnb stole 鈧?800 from my bank account 4 weeks ago and are not responding to pay it back!!!
This is a joke of a company and I warn anyone reading this to NEVER BOOK WITH THIS COMPANY! There is no service and you could end up in a dangerous or critical situation with no support from these guys!
My own situation is awful, stressful, time consuming and so frustrating but I am home and safe and thankfully was able to rely on friends and family for help!
I booked accommodation 2 days before a trip to Malta, the host in question declined as it was only 2 of us in a large property.
All okay with me, my friend found another property through HolidayLettings.co.uk and we were happy with that and treated so well with AMAZING customer service throughout.

BUT!! Airbnb charged me the full + 鈧?800 for the full cost of the 10 days stay! I contacted the host immediately and she tried to cancel at her side but couldn鈥檛, I couldn鈥檛 cancel at my side as I would be charged for cancelling so we both contacted Airbnb – easy right?! A bloody joke!
I opened a ticket with them and she also called and mailed support.
I rang or emailed support every day of my holiday with no reply. I called again and quoted my ticket # and asked to speak to management, the lady said she would update my ticket that was with another team..the team that was not answering me for two weeks solid!
I resorted to posting on twitter about my anger at situation and threatened legal and media approach to get my money back. ONLY then did another (different team!) reply and say they have (again!) added to my open ticket and sorry for inconvenience! But To wait because they have a queue and my item is critical apparently!?!!
I鈥檓 at week 4 now, they only reply when I threaten legal or media again, same message, no actual actions.
It seems they employee enough people to answer angry messages on media but seem no one is actually trying to fix ILLEGAL activity like stealing from a persons account!
So here I am, 鈧?800 down for a service I never received, that hosts house ended up showing me booked in there for ten days so she couldn鈥檛 rent to anyone else…it鈥檚 a circus and no one is doing anything!!
I鈥檓 resorting to my bank taking a dispute against them to try get money back but it can take weeks more.
I did nothing wrong, I followed process to open ticket immediately I called and messaged as did the host and still I鈥檓 in this situation. Thankfully I have help, but if I didn鈥檛 I could have been stranded in Malta or without food or rent money right now because they cannot fix a simple issue.
I spent my whole holiday trying to fix this, it ruined my only time away this year, I was on to them everyday and worrying about money and having to borrow throughputs it was extremely stressful every day wasting time and energy trying to get my money back.
I will be suing for return of money, stress, wasted time, emotional distress, and legal fees…
I WARN EVERYONE! – DO NOT USE THIS COMPANY THEY WILL ROB YOU OR LEAVE YOU STRANDED!

Luxury Manasion Rentals
1441 Robmar Dr Beverly Hill, CA
If you are 65 years or older and not planning on using the basketball court, play music or make any kind of noise, not have visitors and don鈥檛 mind having the owner watch you on camera, this would be the place for you.
If you have children and/or would like to use the pool, the basketball court or play music at any time of day and don鈥檛 want the owner watching you and your guest on cameras this is not the place for you.
Check in time is 4:00pm
First the neighbor came to the place at 5:00pm complaining about the boys playing basketball is to loud and they should stop. Once I told her I was not going to stop them from playing. She called the owner that鈥檚 when it all started. The owner Kimberly Garrett than texted me about the neighbor鈥檚 complain. The next complain was a text from Kimberly Garrett stating the neighbor saying it was loud music coming from the house, I asked Kimberly Garrett to please call me so she would hear it鈥檚 no music playing. I was waiting for her call, but instead Kimberly Garrett sent security. Her security person came and called Kimberly Garrett confirming there was no music playing. At this point I statement to Kimberly Garrett I feel we are being harassed and would like a refund. we would leave her property. She stated she would like us to stay but noise travels to her neighbor. The contact stated no loud noise after 10:00pm. Next the neighbor called the police stating we has having a party. I invited the police in, but they stated it was no need for them to enter the property because they could tell it was not a party or loud noise coming from the property. I texted Kimberly Garrett about her neighbor calling the police she stated she sorry, but I did have to many visitors coming in and out so Kimberly Garrett send security over again to count how many people that鈥檚 in the house visiting. Kimberly Garrett knowing all the complains was false, she stated because you had to many visitors and to many complains from the neighbor, she wanted us to vacate immediately. Security stated we are not the first people of color this happed to with this same neighbor complaining. Kimberly Garrett stated she know we had visitors because she has cameras on the property and was watching us. This all happen within 10 hours or less. All I wanted was a refund because I wanted nothing else but to leave. I鈥檓 still waiting for my refund

Is there a zero star review? if there was this one would be a classic case.

Sequence of events:
1) Book a cottage: Informed two days later that the cottage is not ready
2) Book another cottage, only to be informed that this booking also is not ready. Airbnb and the owner both put the blame on the other.
3) Airbnb issues a coupon as a "we value you" gesture with conditions such as "within the next 4 weeks" and "over a certain amount" – very sneaky conditions so no one can use it
4) Upon reaching out to the Customer care, they take six days to respond with a standard reply with a link to their policies saying we can do nothing
5) And here is the best part (Rhon) the customer care agent closes the ticket stating i have to open a new one – Wow! now that is world class Customer experience

Well played Airbnb … I guess this is your version of Customer experience 🙁

I've generally had good experiences with Airbnb over the years, but their refund policies during this current pandemic have been far from reasonable. I will not be using their services going forward.

I recommend that people try to find other places to rent then going through Airbnb. I had booked a house in Thunder Bay, Ontario for a wedding but I had to cancel due to Covid 19 and the restrictions the government past. I cancelled my reservations 2.5 months before the check in date. I emailed my host first and he/she told me that i need to let airbnb know . I asked my host about my refund since I paid over $600.00 for the rental and he/she told me do now worry I will get my refund. So I did not get my refund. So I emailed my host and they said that I will get my refund. So I called Airbnb and I showed them the email that the host said that he will refund my deposit if Airbnb contact him. Airbnb did contact them and the host refused to give me my refund. So please people be careful who you choose to rent from.
I have no problem people making money but not to rip them off.

I'm Airbnb host for the last 4 years and every year their services and costumer service is getting worst and worst.
airbnb as a third party has to solve the issues between guest and host but I have 3 cases open since 2 months ago and no one is replying me back.
every time I call them, they are saying we sent your case to our supervisor and they will call you in few days but no one called me!!!!!
This is ridiculous

Booked an Airbnb January 12/20 for my daughters wedding which would have taken place in Fernie BC Silver Rock Condo July 25/20. Due to Covid her wedding was cancelled and out of courtesy to our Host DAVID we gave him ample notice that we would need to cancel our reservation due to covid which was beyond our control. They were notified May 5th.
Our deposit was $827 and the only refund they gave us was $104, not the 50% in our contract because according to them they charged us a $265 cleaning fee that they never incurred because we never stepped foot in the condo plus some crazy tourist fees and taxes that he never had to pay. After hours and hours on the phone and chat lines we finally received our cleaning fee back. Airbnb had exceptions to cancellations including Covid but they did not honor what they advertise. I have uses VRBO and Airbnb previously but I've never had to cancel so never have been challenged for refunds. Buyer beware, don't trust non government regulated services or you might have to bite the bullet as I have encountered.

total waste of money

I will never book with airbnb again. I have asked to get a refund for our stay in Toronto in June. This pandemic will not be over!!! I am not happy with the way you are handling things under these circumstances. Please do NOT book with this company!!!!

Airbnb is refusing to refund anyone beyond May 31st, 2020 as they say their policy does then not cover COVID related issues. I was supposed to be getting married this July, but due to COVID, we have postponed to August 2021. I have guests that are being refused refunds/credits/rebooking, as well as being told we cannot change the booking for our girls weekend before I get married. We all would have happily rebooked or taken a credit as we will require the same services next summer (however we will no longer use Airbnb for this). I am asking Airbnb to be held accountable for bookings at least until the end of summer. All other vendors, venues, airlines have accommodated us without hesitation. On top of refusing refunds, Airbnb's customer service has been terrible. They say they will call back, and don't, and their agents are rude. My friend put me as a representative on her booking as she is frontline and doesn't have time to sit around and wait for them to maybe call back. While she was doing so she was asked why she isn't capable of speaking for her self. We have also had agents lie, and different agents tell us different things. They are never consistent in information, only in attitude and customer treatment.

Airbnb has refused to refund our booking made for March 26-30, because we cancelled it 1 day before their "official policy" of extenuating circumstances took effect. We were 10 family members travelling from across north america to celebrate the 90th birthday of our mother. When the Global pandemic and travel restrictions were announced, including restrictions within her seniors residence, we called off the trip and cancelled on March 13th. Though the policy in effect on that day did not promise a full refund, I was confident that airbnb would fall in line with all the other hotels and booking agencies around the world (I had to book 5 other trips on that day), and give us a full refund. Sure enough I saw their policy revision and waited patiently for our refund so that I can refund the 9 others in my group. But now they're telling me that by cancelling on March 13 instead of March 14, we are out $1162. Arbitrary and Ridiculous!!

Airbnb has dropped the ball on this one, and I will never use their services again. Thankfully there are many many better alternatives.

My most recent airBNB experience will be my last with them. I commend all of the companies who are facing COVID-19 challenges head on without prioritizing profit over the wellbeing of the public – airBNB is certainly not one of them.

We booked our April road trip in the States earlier this year and amidst the increased concerns of COVID-19, we began to question going. Once the World Health Organization declared COVID-19 a pandemic on March 11 and urged the public to cancel any non-essential travel, we officially made the call to cancel our trip.

AirBNB screwed us out of a full refund because we cancelled on March 12 and didn't wait for them to release their own policy. There policy lists an arbitrary date of having to cancel on or after March 14 in order to have received the refund. There policy should have aligned with the date it was declared a pandemic. Of course people are going to listen to the direction of global, federal, provincial and municipal government bodies – all of which were on the same page as of March 11. The fact that airBNB hasn't been approving full refunds for people who cancelled in that window of time between March 11 and March 13 for purposes of COVID-19 is disgraceful and a true reflection of the company.

It took plenty of delayed back and forth messages with airBNB support staff who ignored the issues and kept replying with their key messages. Our host had even received information that airBNB authorized our full refund once we cancelled and then airBNB backtracked on that agreement and never followed through.

Interestingly, our host had confirmed he hadn't received a penny from our reservation yet and that he should have by now – so the fact that they were refusing the full refund and holding the money from the host who is also taking a hit at this time is even more disappointing.

I have had positive experiences in the past with airBNB and had no issues using them again, until now. If you can't treat customers or hosts fairly and put their well being over your profits in an extraordinary time such as this then you don't deserve anyone's business when things turn around.

On March 13 my wife and I were taking the redeye to go to Saint Marten.On the morning of the 13th after I had checked with airline the Canadian government issued a travel warning not to leave Canada. My employer also sent an email that morning saying if anyone leaves the country you can not come back to work for 2 weeks after your arrival home. I emailed the host and told her we had to cancel due to these reasons. I got a refund for my stay but Airbnb will not refund my $348.16 service charge. Their website says cancellations on or before March 14 airbnb will refund the service charge. Customer service refuses to do so saying I canceled before March 14th. When your government says do not leave the country I DON'T. I find it very petty of them to not refund me. It's the last time I ever book through them. I will book through anyone but them. These reviews really show what their customer service is like.

I wish I had known what a terrible company Airbnb were before I started using them on a regular basis. I feel like they really go out of their way to make customer service a very difficult thing to get a hold of. I had an issue with a refund from two months ago that they kept passing from department to department kept saying they would resolve it never did kept closing the case. I now have another issue with the fact that their computer accidentally charged me for something I never booked. They have at least admitted it was a computer error but have not refunded me the money. Again every time I try and contact someone I am told it is being sent to a department to be reviewed, they do not review it and simply close the case. I will not be using Airbnb in the future they are an absolute horrible company to deal with if you ever have any issues

2020 Jan. I'm using Airbnb for years, but I realised that they getting so full with crap, their business model start showing signs of racketeering. It's NOT what it used to be! They keep jacking up prices by the day, so if you thought of a reservation and saved it to get some answers from the host…all the sudden next day the price is higher. Then the price shown in CAD (as my selection) all the sudden changing in USD when I click the reserve button, meaning that they ripping me off with the exchange rate and making me to pay 2.5 % more on my credit card. Service fee is getting crazy, same as certain city's all kinds of mambo jumbo taxes…

I reserved a house for a month for 950.00 I spoke with the owner (Host) and found out that the room he had listed was no longer available because he was moving back in his house. He offered me the apartment he was moving out of and I declined and canceled my reservation. 2 weeks later the charged my credit card for $950.00 They paid the owner who took the money knowing I never spent one night in his place. The owner said tough $#*! – air B n B paid me – go after them.
Air B n B says go after the owner.

I had to pay $950.00 and never spent one night in the place
I have been scammed

Airbnb allows owners to delete reviews by customers. All they have to do is re-post their property as if it were a new one, and then withdraw the old property. That way, they can keep the 5- or 4-star reviews, even one or two 3-star reviews to look "honest," and create false representations. It then becomes impossible to tell apart good owners from bad ones.

I rented an apartment in Ottawa for a weekend with my boyfriend. The place looked very clean in the photos, but upon our arrival we found spoiled milk and other food in the fridge, there was an open tube of hemorrhoid cream in the bathroom, the toilet seat was cracked so when you sat on it your butt cheek got pinched, WHATEVER. We were only staying 2 nights so we said "f*** it" and sucked it up like adults do.
The bed was not big enough for the 2 of us, so my boyfriend slept on the couch. When I woke up, there was an itchy bug bite on my leg. I didn't think much of it as it could have been anything. I found another bite on my forehead the following morning, and on our drive home I was becoming more and more uncomfortable and finding red bites on my body. That's when I clued in – bed bugs. My boyfriend didn't have any bites since he slept on the couch in the living room. I was riddled with them. It was so bad that I was embarrassed to be at work and my co-workers couldn't believe it. I looked like I had a severe case of chicken pox. The owners were extremely rude when I brought it to their attention and insisted there were no bed bugs, despite finding out that another guest had the same issue. They also went on to accuse us of stealing a "very expensive kitchen knife" and their last remark was "stupid is as stupid does" as if I should have known THEIR rental apartment had bed bugs.
Airbnb refused to refund me anything and basically said since I didn't report it while I was there, it's not their issue. Are you f***ing kidding me? It can take up to 2 weeks for these bites to actually appear. Lucky for me (sarcasm), I'm allergic to everything and reacted a lot sooner. Never again.

Terrible service. They really do not care about their customers booking the trips. We had a huge problem with the place when we arrived. Firstly, it took me an hour trying to find how to send AirBnb a message. Then it took a whole day for them to get back to me. And they never were able to resolve the issue anyway saying that their policy does not allow them to talk to me only to the person who originally booked the place.
I am waiting for any other service to take over, because AirBnb is terrible.

I would give it a zero if I could, I had a previus bad experience and didn't say anything, but I recently booked a place in corner brook and had to go through hell to finalize the deal, then I had to cancel because of medical reasons, I was on the phone for 2 hours trying to cancel, and then they were still gonna charge me, the rate was $73 , total price $84 , for Airbnb getting their share, Today finally I got my refun of $73 with Airbnb keeping their share up ti the $84, damn crooks, I will never again book with them and I will never recommend anyone doing so, the company is a total rip off.

First, I would be giving this review 0 stars if I could, but TrustPilot doesn鈥檛 give me that option.

My daughter booked a Dacoh three-bedroom apartment via Airbnb for a family reunion, which turned into a nightmare. The cost was over $9,000 for 11 nights. The listing online showed three double bedrooms. Upon arriving at the apartment after a long flight from London, to our horror, we discovered that the one of the bedrooms did not have any windows, just a piece of glass to give a photographic appearance of a window. Another bedroom had a window boarded up. So, in fact, what was advertised as three bedrooms, only had one habitable bedroom and we couldn鈥檛 possibly stay. My daughter was flying in the next day, so we contacted her to explain the situation and tell her the Airbnb listing was misleading and we couldn鈥檛 stay there. We asked her to cancel the booking because the apartment could not fit all five members of the family due to the lack of habitable bedrooms. My daughter promptly contacted Dacoh to notify them that the bedrooms were not habitable and requested a refund due to the fact she had booked a three-bedroom apartment and this clearly was not. After we left, Dacoh sent her pictures of the window that had been boarded up opened, stating that the apartment now has two bedrooms with windows. They later admitted that they had removed the boards to take the pictures.
Despite my daughter鈥檚 efforts to point out Dacoh were in breach of local laws mandating what could be considered a habitable bedroom and, further, in breach of fire regulations, they persisted in saying that the booking could only be cancelled with a 100% cancellation charge.
My daughter then tried to enlist the help from Airbnb but they were anything but helpful. They didn鈥檛 try to mediate a resolution between the parties and seemed only interested in taking their cut. To this day, we do not know if they verify if accommodations are fit for purpose or that the tenant had a tourist permit- this would enable us to know that it was a legitimately operated business and this would be fit for purpose. We asked for permission to take a surveyor to look at the property as the credit card company would help if we got an independent surveyor. Not only did Dacoh refuse, but Airbnb also did not lift a finger to make it happen.
After the lack of assistance from Dacoh and their continued rejection that they were in any way at fault, we were told that we had to communicate with the Airbnb Trip Experience Team who, we were advised, would handle the matter and investigate the problems. Airbnb were just as unhelpful as Dacoh and would not investigate the fact that a property was being let on their website which was in breach of the Construction Code leadings guests to be mislead.
In order to resolve this matter independently, my daughter has unfortunately had to take legal proceedings on both Airbnb and Dacoh.
I highly recommend that, when using Airbnb, you apply the principle of 鈥榗aveat emptor鈥?(let the buyer be aware) as, it would appear from their behaviour in this case, they are only there to protect the property owners and not the guests.

I have been a customer with airbnb for 5 years and have travelled and stayed at least 8 to 9 different times using their app. Last week I attempted to log into my account to book my birthday trip at which time I was told my account has been deactivated, when asked why, they said that I needed to wait for 48 hours for a customer service rep to get back to me. It has been 4 days and my account is still locked. THE WORST COMPANY the first couple times they screwed my over I let it go but this is just to much.

WARNING for Canadians. AirBnB now takes an additional 30% USD from your rental income and submits to the US Government. So you're getting double taxed – AirBnB forces you to pay the 30% tax by taking it off any rental income you earn. Then you have to declare that income in Canada and pay tax again. They don't tell you this upfront so it's a shock. I thought I had $600 coming to me and inquired when I just got $400. AirBnB told me after that fact and said sorry – not our problem.