Questions & Answers

Most likely not. We had a situation where we had health concerns about the property we stayed at. They didn't return our money. They seemed to be having many of these issues.

by Leta A. - April 02, 2020

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I haven't read thru all the comments but BEWARE! The cancelation policy is misleading in many cases and even if you meet the cancellation requirements with for a refund, it's not worth the Hassel. You contact the host who says you need to contact AirBNB when you finally find the contact number for AirBNB they say they need to first contact the same host that sent you to them to begin with. I had screenshots of the cancellation policy as presented on the webpage as a Full refund within 7 days and when I showed them, the website was immediately updated. I continued to contact them and never got an answer. I got one last VMail from them to call them back (weeks later) and they never to this day have returned my call. I ended up just contacting my credit card company to dispute. I wouldn't bother with them. I'd say VRBO has some of the same properties listed and I haven't had a bad experience with them.

by Kathy.Mitchelle - January 03, 2018

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For those who don't realize it, AirBnb will let your booking be re-sold even when you didn't cancel arbitrarily, or at short notice, etc... They will do this while denying you any help to get a refund from a place that isn't safe to stay in. They will not let you cancel due to safety or (even major) cleanliness issues... even bedbugs, mold, moisture, unexpected animals, and other such problems, even though the web site says otherwise. They will decline to help you when someone rips you off, and then hide your negative review. They don't respond to requests for help or information, and they will even leave your profile up when you elect to close your account. There are some good people--plenty--on the site, but because all negative reviews of any importance are hidden, you will never know which is which. I and my guest were made really sick by a bad, very heavy odor of smoke and mildew, and had to leave when our noses were running and we started wheezing. It was late at night, we were exhausted, we had no spare money to be renting elsewhere, and yet it was so bad that we had to, anyway. Still, we spoke to the "host" very kindly. We had not even unpacked nor touched anything. I was 2 weeks out of major surgery for cancer, could not afford any risks to my health, and told her so. We were very nice about it, and she promised us a refund "through the AirBnB system". I ended up paying much more for another place, and getting about 5 hours sleep before a huge event, because it was impossible to stay there for even one night and still BRERATHE. The woman lied about a refund, and AirBnB ignored my request for help, allowed her to deny the refund WHILE RENTING THE SAME ROOM FOR THOSE SAME DAYS, and then hid my negative review. In short, it's all about getting the referral fees, and your safety and enjoyment mean ZERO. Please let others know. It's the only way, as there is no legal recourse.

by Cunningham646 - June 21, 2017

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Not use Airbnb for your travel arrangements is my suggestion

by Stevens184 - December 04, 2015

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Get another place! Do not count on airbnb. They have a great idea but no way of helping you dialogue with the owner.

by Steve588 - December 04, 2015

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Hi: I tried for 11 days to pay for a reservation and a price that the owner and myself had agreed upon with no success: Their Airbnb UK site is full of viruses (which I had to get cleaned off my computer) and it has many functional problems and hence I was not able to make the reservation/rent property. I sent formal letter to Airbnb with recommendations on how to improve their services: I subsequently found alternate accommodation in Holland and the process of booking and payment was very easy: no problems at all: Airbnb keeps the payment until you arrive at the accommodation & then they pay the owner: For my first booking I am still pursuing Airbnb through Paypal dispute as they took one nights accommodation without authority: I suspect it's a problem with their automatic payment system. In Australia newpapers have highlighted problems with Airbnb and government, lawyers and Airbnb are working on many of the problems (lots of gaps in laws & this could be because Airbnb is operating in a zone that are not a yet covered by legislation) our politicians will be working on the gaps & pursuing the laws that need to be in place to enable a business to function whilst protecting the users of the business. Here is one link to newspaper article Feb 2015: http://www.news.com.au/travel/travel-updates/rising-angst-over-airbnb-operations/story-e6frfq80-1227210877547 - there are a few more up to day ones in September 2015 & you can see the progress that is going on to address many of the problems. I got through to Airbnb by phoning 61 2 8520 3333 & there is a webpage that gives you multiple phone numbers & steps to take, I got a response with 5 minutes and young lady was really helpful - could not fix the problem as default was in the Airbnb Uk site: Another link to Airbnb.com phone number is:. https://gethuman.com/phone-number/Airbnb-com and another phone number is: 855-424-7262: I am confident that Paypal will sort out the illegal operation of taking money from my account, I have advised CEO of Airbnb Australia and I am going to be confident that my 2nd booking will all go well as the owner has used Airbnb for some years with no problems. Cheers Irene

by Mildred437 - November 08, 2015

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I have been a host with Airbnb for over 3 years now - Appx. 500 persons/groups have stayed have never had a payment problem, we get paid within a few days of customer leaving, I have had no bad experiences with ABB

by Alyssa.Little - April 24, 2018

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Hello Helen. Airbnb keeps the funds until the day the guests arrives and then it is disbursed less the exchange if any and fees. Personally I would try other rental avenues, as I have discontinued using airbnb as both a host and a guest. I just don't like their ambiguous policies.

by Leo.Brown - October 30, 2015

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I would keep well away from tjis company, the reviews say it all, you have been warned.

by Soham W. - October 30, 2015

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We had a horrible experience with Airbnb. First, the "host" cancelled on us weeks after we had made and paid for the reservation. Then Airbnb who promised we would get a full refund (we have not), would help us find new lodging (they did not), and would give us a $200.00 coupon towards a replacement of equal or greater value (which they did not). And Customer Service was rude both on the phone and on their app for several days. And then they simply wrote "the case is closed". Really? I'm a professional woman who does quite a lot of traveling (in non-pandemic times). I have never experienced anything like this and will not be using them again.

by Holly.Garza - March 11, 2022

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We had a similiar problem. We had additional people staying in one of our properties and notified airbnb. No one got back to us for a week. We kept calling and airbnb would not let us speak to anyone regarding the matter. It was unprofessional, our property could have been burning down yet no one may have got back to us for another week. Issue was never resolved in my favor with the extra persons staying at our property.

by Kristin.Douglas - October 20, 2015

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We had a terrible experience with AirBnB, too. Our host in Spain accused us of infesting her home with bed bugs. Complete fabrication! I refused to give in to her claim and let it go to AirBnB for resolution. After many phone calls and emails, AirBnB finally sent me an email stating we were in no way responsible and gave me a gift voucher. Four days later I received a second email stating we WERE responsible and they withdrew $584 from my credit card. Long story short, I contacted two news outlets in Minneapolis. Both of them picked up the story. When the reporter contacted AirBnB for a comment before the story was going to air, they suddenly paid attention. My money they took for my host's bogus claim was back in my account immediately. After doing so, AirBnB asked the news station not to run the story. The news station still ran the story. I will NEVER use AirBnB again. HORRIBLE customer service... no hotel chain would treat their guests like they do.

by Lance.Jordan - October 20, 2015

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Airbnb is amazing on so many levels for host and guest. Stick with super host with great reviews and you'll never have a problem PERIOD

by Roberto959 - May 02, 2019

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Air bnb denies, defames and defrauds. They have no risks and all the gains. They get it from the host and the tenant. The host has no control of the security deposit and the tenant has no guarantee of getting what they paidfor. I compare Air bnb to a used car salesman, you get what you pay for. Try VRBO or other vacation sites and deal with the owner. At least when you deal with the owner you can have someone come and preview the home without putting your money out and you can also get the address and Google earth it to find out what type of neighborhood you are in. My words of wisdom as a host. Google my home 171 Coronado, half moon bay, ca and you get a real human, not a tool. I'm a tool, LOL

by Louis257 - October 11, 2015

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As a host & licensed realtor with multiple properties in both Los Angeles & Las Vegas which I book directly and also have listed with multiple vacation rental agencies, SAVE YOURSELF TIME, MONEY & AGGRAVATION by booking either DIRECTLY with the host or through other REPUTABLE Agencies, such as Roomorama.

by Mcdonalid443 - October 11, 2015

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Do ur homework. Check their profile. Read

by Warren240 - September 12, 2015

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You don't know. It's down to pure luck. I was lucky with most of my hosts but one bad person can ruin your holiday.

by Georgia2 - September 12, 2015

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You don't. The only thing that you can be sure of is that if you have a problem Airbnb will be unreachable. They hide from dissatisfied customers and hosts alike. You are taking big chances when you deal with them. The benefits just aren't worth the risks.

by Byron460 - September 11, 2015

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Had the same problem and never saw my money again. Best suggestion would be - Don't use Airbnb.

by Constance243 - July 29, 2015

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Jillian, AIRBNB has recently made some changes due to $58,000 in damage done to a hosts' home in California by a guest. At the end of the news release, Mr. Brian Chesky (one of the three owners) states, ' if you can't get anyone from customer service to help you, contact me'. This site does not permit me posting Mr. Cheskys' email address but it is easy to find. PS, I emailed him in June... still waiting for a response. Good luck.

by Gladys C. - July 29, 2015

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The three previous answers sum it up unfortunately. Erroneous charging is just another way for them to scam their way into profitability. Another friend of ours had her credit card information stolen and $8,000 worth of international travel booked. She's currently talking to her bank since AirBnB will NEVER issue a refund of any kind. Their customer service representatives are a joke as well. And it took my several calls and an hour's worth of listening to menus to finally find the right selection to talk to one of the world's most worthless "humans" ever... I'm so sorry - there are good people on AirBnB, but the company itself is a joke with no cares who is a renter or rentee. AirBnB is all about those Benjamins...

by Bonnie250 - July 29, 2015

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Some smart wiseguys have learned how to beat the system and your money. Often cleaning fees are collected as well. Your interaction with the host is limited but don't foolishly avoid contact before the end of the cancellation period. Ascertain they want to host you voluntarily. Use your intuition; it's the best weapon. Demand precise transportation directions, bus number, departure bay number, stop cross street and the name of the welcomer. The gnawing feeling within often experienced is worsened by the inarticulate, inaccessible host. Good luck.

by Gladys D. - September 23, 2017

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Regarding 2. It took twice as long to get my deposit back after my host changed plans and cancelled. Since the host can cancel but the guest has greater restrictions on cancellation, I have not used Airbnb again. I guess I might but only if I had a second reservation at a hotel which I could cancel if I used Airbnb.

by Baker499 - June 13, 2015

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Susan's answer is very thorough and I agree with her. Even more important when booking places outside your country of origin to ensure you don't get a flea pit. Also, always look at the reviews, they are very important. If there is a really bad review, don't stay there. You need to check the locations online as well. You don't want to be in a bad, dangerous area... this just happened to someone staying in Philadelphia. If you have a problem, the AirBnB website is useless. Google the AirBnB customer service number from your location. Renee

by Scott181 - June 12, 2015

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I have the same situation in Toronto down town My tenants rent the unit for long term and rented for short term from airbnb In our condo not aloud short term I find the tenants in my unit who rented for 10 days but my tenants change the names!

by Charles251 - September 12, 2015

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As a landlord, I had the same problem and AirBnB was as evasive as they get. They do not verify permission from the landlord and reps always say someone from upper management will call you back. I called my local councilman's office and they referred my complaint to the Mayor's office, specifically the criminal department because this is illegal. Renting for 30 days or more is subletting. Using AirBnB to rent to many people for only days at a time is operating an illegal hotel. You can also seek legal counsel and I'm sure you want to evict the tenant. The only reason my tenant was able to fall under my radar was because he had a separate entrance and I didn't know people were traipsing in and out. I actually want to sue AirBnB if I can. The only reason I'm not evicting my tenant yet is because I gave him hell and he agreed to a rent increase plus I had AirBnB pull his ad. I still scour their site to see if his apartment comes up as available. If it weren't for the fact that I'm considering selling my house and already have a great offer for it, I would have started the eviction process. Also, people don't realize what nut jobs they're renting from. My tenant barely moved in 2 years ago and has caused me a ton of stress. I wouldn't room with him if he was the last nut job on the face of the earth. I also wrote a letter to the Attorney General, Stephen Schneiderman, in Albany who is actively fighting AirBNB. My homeowner's insurance would not cover something caused by an issue related to an AirBnB guest if something happened that was catastrophic and I'm livid. The press keeps talking about how hotel owners are losing money. What about small landlords like me? This bullsht has to end.

by Layla F. - August 10, 2015

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DO NOT RENT FROM THEM. We had a horrible experience the listing was all lies, when we arrived, it was not as listed, no AC, did not sleep 4, had to sleep on the floor! A train was right below the balcony, BART that went by every 20 minutes blowing its whistle/horn, we could not get our money back. Filed a complaint with BB and Credit Card Co. Finally got a refund. It was our vacation for the year and it was not fun!

by Bernard.Shelton - July 29, 2015

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Yes, we have hosted a house for 5 years in a rural area in the hudson valley nys. However this is an exclusive area with a lot of second homes owned by professional people in NYC, which we are. There's no international airport nearby so there's not a lot of traffic here of the kind that people who that are looking for the kind of entertainment or excitement that they would find in a metropolitan area That being said, prices here are much higher, there is a big interest in the arts, and healthy lifestyles. I guess what I'm saying is people looking to come here are older and more settled, many with kids. We have never had much of a problem with anyone or with Airbnb. Everyone has been really nice and respectful. My opinion as to why there has been problems in some places is that there are many people in populated areas that are just trying to rent anything for a buck. It's not hard to put up a listing. You don't need much more than a bank account and no criminal record or someone to front for you if you do. My advise to renters is don't rent unless there are a lot of good reviews and study the listing carefully. I was just reading a reviewer complaining that he didn't get a full refund when he cancelled, even though the cancellation policy was clearly stated. So he puts up one star. What did he expect? The host to lose money for an unrented place because of him? My opinion of Airbnb is that I like it. It can't be easy to manage a million different places and people in an international platform. My belief is that a lot of problems are caused by the people that use it.

by Frank480 - September 14, 2019

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If you are doing home-sharing -- renting a room (or several rooms) -- in your home, there is an alternative: Homestay.com Homestay doesn't have many offerings or cities at the moment, but it never will unless we start making the switch.

by Willard709 - May 13, 2019

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Initially, I was very pleased with Airbnb- great additional income, having a bit more control of my property (guests vs. Tenants). HOWEVER, know that when (not if) you have ANY problems with guests, CustomerCare will put you through the wringer. I think the claim department Host Guarantee is a scripted robot: same questions, quotes with no ability to think or respond outside the prefilled box. Just a Marketing Ploy. Even though the Site shows clearly that guests use of space is for accommodations only BEWARE- I had people running a business out of my home - consider Utility Bills were almost triple/ wear and tear on the space as well as on appliances. Airbnb did nothing about it. Their resolution was to remove Negative Review. If there are any issues with guests, Airbnb leaves HOSTS in a lurch endangering both your person and your property. Just a money making Platform with no ethics, social responsibility or code of conduct.

by Edith437 - June 18, 2018

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