Người dùng than phiền gì về Airbnb

Too much tracking and Horrible Support

Too much tracking! Poor customer support. I’m done with hosting and will not use service again. Not worth it.

Terrible service.

There are some lovely hosts on Airbnb but unfortunately the platform itself is just terrible. I worked out a plan with a host for me to have a gathering at her Airbnb. She’s so sweet and agreed to all the details, however, Airbnb uses AI to flag messages. We had discussed it WOULD NOT be a huge party and we would not cause disturbances, but Airbnb simply and only flagged the word party. I now have to wait 24 hours for an appeal and by then the place may be booked. I even called but there’s nothing their support could do for it right now. I entirely blame the higher up at Airbnb for lack of effort, not those who host/ work for customer service.

Support

Had a terrible experience on this app, worst customer support experience ive had in my life, stole my money and let a criminal host steal from me. Banned the property, knew that the property was always going to be banned, and never issued refunds. Criminal app with fraudulent activity all over. I'm sure host love this app with how well it facilitates the ability to steal from innocent customers .

No Updated Phone? No app!

So because I’m unable to have the updated ios, I’m no longer able to use the airbnb app even though it worked a week ago? No problem, time to delete and book a hotel.

Lost all my money

Reservation was not refunded

ONE OF THE WORST EXPERIENCES — TERRIBLE APARTMENT AND AWFUL CUSTOMER SUPPORT!

My experience with Airbnb in São Paulo, Brazil, was absolutely horrible. I rented an apartment for 30 days for $752, and the experience was nothing like what I expected based on the beautiful pictures advertised on the app. When I arrived, I was shocked by the actual condition of the apartment. It was dirty, poorly maintained, and infested with cockroaches. The Wi-Fi was not working, and the overall living conditions were unacceptable. The apartment in real life was completely different from what the pictures led me to expect. I contacted Airbnb support to report the problems. They requested details and photographic evidence, and I cooperated fully, providing everything they asked for. Instead of resolving my complaint, they gave me a phone number that did not work. When I tried to contact support again through the chat, I found myself blocked from continuing the conversation! This is completely unacceptable. I paid $752 for a 30-day stay, and when I received accommodation in terrible condition, I expected Airbnb to take my complaint seriously and provide real assistance. What is the point of booking through a platform that promises trust and protection if customers are left alone when something goes wrong? The apartment was unacceptable, the customer service was disappointing, and the way my complaint was handled made the entire experience even worse. I am extremely disappointed with Airbnb. I would strongly advise future travelers to be careful, look beyond the listing pictures, and document everything immediately upon arrival. Airbnb needs to take responsibility, investigate this situation, and provide a fair resolution. Customers deserve clean accommodation, working amenities, and genuine customer support—not a broken phone number and a blocked chat.

Unable to add or edit phone number

Unable to add or edit phone number

Absolutely HORRIBLE experience. Do NOT recommend booking here.

DO NOT USE THIS BOOKING SITE!! Absolutely terrible experience from start to finish. We drove SIX HOURS for a reservation, only to be left outside with nowhere to stay because the host claimed they couldn’t find our name. Neither the host nor Airbnb was any help, and we were forced to drive SIX HOURS BACK HOME. Imagine spending your time and money planning a trip just to be stranded with no solution and nobody willing to take accountability. This was beyond unprofessional, frustrating, and unacceptable. I wouldn’t recommend this booking site to ANYONE. Save your money, save your time, and book somewhere else because this was ridiculous.NEVER AGAIN!!

Bad First Experience

This is my first time trying to book they said i’m trying to have a unauthorized gathering .

Insurance or Bust

You’re forced to pay an extra “fee” which is often priced more than a single nights stay in the location. Otherwise, you’re screwed. Hurricane Isaiah canceled our plans and completely washed out the town we were heading to knocking out power and causing an evacuation. Naturally, that became my problem instead because I didn’t “plan for a freak hurricane”. And of course they leave it up the host to refund me instead of the multi BILLION dollar company that only half refunded me. The multi billion dollar company that can’t do the right thing and refund the $400 to make me whole.

Horrible service

Airbnb has become a cesspool of scam artists disguised as hosts. They charge exorbitant cleaning fees for homes to be unclean and hold you responsible for messes left by previous guests. I finally had enough and deactivated my account after using the service for nearly a decade. I will be using hotels moving forward and if there are no hotels available I will sleep in my car in the middle of a blizzard before I use this service again.

Allows AI Enhanced Property Photos

I have seen several listings where the images are clearly AI-enhanced (I work in AI, so I can tell). I also know several people who have said that they arrived at their stays and were disappointed because the listing photos did not match how the property actually looked (because they were clearly AI-enhanced when compared) but did not receive any support from AirBnB from their complaints. If AirBnB cared about their customer’s experiences, they would put real effort into cracking down on this practice and resolving those issues. Being able to trust that what is being shown to you is what you will get is incredibly important. Though I have used AirBnB many times before, I will not be using them in the future because of this.

Terrible support

Airbnb is hated by many, for the same reason, they are slow at responding on their own app and they have no plan to help the neighbors who report noise complaints. The support is asking me for reservation number, yet I’m the neighbor who is messaging them to file a noise complaint at 3:30am.

Terrible Customer Service

Airbnb is a joke. They were great when they first started but now it’s out of control. They don’t care about customers they don’t care about customer service. They just want your money. In general, they’re frowned upon and more and more communities and are being outlawed. I hope they go out of business. I will gladly pay more money to stay in a hotel which actually provides customer service.

This is the worst way to book an accommodation

Wednesday is my first day using this app and it is the most difficult thing to use and at the same time I was canceled bc a host had insufficient appliances (no working refrigerator) and when I asked if there’s any reasonable accommodation they canceled I then tried to book somebody else and to my surprise they responded with telling me that they’d love to host me but cannot bc the booking isn’t showing due to “there is suspicious activity” on my account (and I just added the app Wednesday).. when I finally got in contact with customer service almost 5+ hours later they told me they were (the system) flagged me for accusations of “having unauthorized party”… I’m just trying to book a stay and not only did the 1st host make it extremely difficult so is the entirety of this app. The customer service reps are incompetent and no help, and I was never called back or transferred to a supervisor just disconnected from the line every time I spoke to a rep. Absolutely ridiculous.

Got scammed. Doesnt matter to these fraudulent tech bros

Stayed in a place that was literally dangerous. Water damage everywhere. Open leaks soaking tiny, unstable and narrow winding stairs. Food left in the fridge from the previous guests. No photos or description of the stairs. Completely hidden. No refund. So we booked another place. Will get our money back from my bank. These people are frauds.

Just got rid of this app

Scammers and thieves

Low quality app

For a company this big, I’d expect the app to function properly. Instead, it keeps showing notification when there’s none, and it’s impossible to get rid of it. Also, they have nothing better to do and love moving things around without any visible improvements

Terrible Customer Service, Zero Accountability, and Completely Unreliable

⭐ 1/5 Stars — Horrible Customer Service, No Accountability, and Completely Unreliable! My experience with Airbnb was absolutely terrible, but the worst part was their customer service. My host canceled my reservation just 3 nights before my trip, leaving me scrambling to find another place at the last minute. I had intentionally booked well in advance to secure a reasonable price and avoid the higher rates closer to my travel dates. By the time my reservation was canceled, prices for comparable properties had increased approximately 20–50%, with many alternatives costing an additional $100–$200. Airbnb’s solution? A ridiculous $50 credit, which didn’t come close to covering the difference. Why should I have to pay hundreds of dollars more because of a cancellation that was completely out of my control? But what made this experience truly unacceptable was Airbnb’s customer service. The customer service representatives, or “ambassadors” as they call them, were extremely difficult to understand and communicate with, unhelpful, and, in some cases, downright rude. One representative even hung up on me! The lack of professionalism was unbelievable. Instead of taking accountability, acknowledging the inconvenience, or making a genuine effort to resolve the situation, Airbnb offered inadequate compensation and left me to deal with the consequences. There was absolutely no accountability, no meaningful support, and no sense of urgency. When customers book months in advance, they expect their reservations to be honored or, at the very least, for Airbnb to step up when something goes wrong. Unfortunately, that was not my experience. Airbnb promotes itself as a trustworthy platform, but what good is that promise when your reservation can be canceled days before your trip and their customer service fails to provide a reasonable solution? I have completely lost confidence in Airbnb. Their customer service is among the worst I’ve experienced, and their handling of this situation was unacceptable from beginning to end. I would NOT recommend Airbnb to anyone looking for a reliable booking experience. Be extremely cautious, especially if you’re traveling for an important event. You could end up without accommodations, paying significantly more, and receiving little to no meaningful assistance. Extremely disappointing. Airbnb needs to seriously improve its customer service, accountability, and treatment of customers.

CANCELED US IN MIDDLE OF RESERVATION

DO NOT BOOK WITH AIRBNB! We had issues from the get go with the hurricane hitting Florida and Airbnb not wishing to give our allowable refund in a credit amount to allow us to book elsewhere. I asvised Airbnb via call and message to not cancel our reservation. We worked with original host to arrive at the resort late and 2 days later Airbnb cancels our reservation without contacting me. We had no knowledge until the resort called to advise they were trespassing us if we did not leave the property. Airbnb has refused to help, stating it was an accident that the reservation was cancelled and left my family with 3 kids stranded in FL when we are from IN. They advised the refund would be released by the earliest 10/19 which is 6 days away. We now have no place to go, and are having to contact a homeless shelter!

Unsafe Rentals and Bad Customer Support

Airbnb advertised a safe and clean rental. We paid over $600. There was black mold, dirt, grime, and drugs in the common spaces of the rental. Despite photographic evidence, Airbnb support claims that their refund/complaint policy prevents them from enforcing their cleanliness policy. Be aware that Airbnb will take your money while putting you in danger; knowingly, willingly, and all for the sake of their bottom line.

8-year super host. Deleting my account

I’ve been a host for 10+ years. I’m shutting it all down. Airbnb started off as something I enjoyed doing. Their support staff was wonderful back in 2016. Fast forward 10 years, and it’s the worst one out there. That’s it, I’m done. Pack it up. You lost a long time advocate. I’m now telling anyone and everyone I meet to never host on there, ever.

Not doing this again...

I used to like this app/company, but all of my experiences haven't been the best when renting people's homes. You see these hotel commercials on TV and they aren't lying. Every home we rent for 1-2 weeks (every trip), comes with its surprises: Roaches, refrigerators that don't work properly leading to spoiled groceries, Dirty dishes, nasty carpets, kitchens and bathrooms that aren't cleaned thoroughly. Handymen showing up during your stay. I just feel disgusting when I stay here. But what can you do? You reserve these things weeks in advance and plan trips around it. So you get stuck paying for a place that doesn't meet your standards even when spending $200 per night for two weeks that's $2800 for a vacation wish I wouldn't have taken. AirBnB - you need to set terms and conditions for the people that rent in your platform if you want to keep customers long term. You need inspectors keeping these people and companies accountable. I will never rent again after these last two trips.

Scam for Hosts

Rolled into charging hosts 18% of total payout. Robbery! Greed! Grift! Let a guest cause $5000 in damages…. They will stiff you!!

Inaccurate listing details

There’s an annoying surge of listings inaccurately setting their dimensions, typically studios, as being “1 bedrooms” but visibly showing studio space and even naming their titles to include studio. It makes the filters incredibly useless if home owners can just dilly dally list their units inaccurately just to leak through and over congest a filtered search. It makes me hate airbnb more and more, and that they’re not properly regulating or vetting these units. Then these homeowners expect us to get ourselves and tell the truth entirely when they’re straight up lying on their advertising. Can’t even hide these listings if I wanted to. There should be an option for that like other listing and vacation sites do.

Do not rent a car through Airbnb

I’m in Okinawa and kept seeing a promotion in the app saying if I book a car through them to receive a credit. I booked the car through Airbnb trusting I’d have a good experience. I never received a confirmation for the rental, only an email stating the rental was pending, so I didn’t go to the rental place to pick the car up. The cost would have been about $100 one way to go pick up the car, and I wasn’t comfortable risking not having a car to pick up and having to pay for a return taxi. I don’t have a car to use and now I’m going to have to put in extra work to resolve the issue with my credit card being charged for the rental. Airbnb’s customer service gave me a number to call the car rental place myself to ask them to refund me. What a mistake I’ve made.

Would avoid this company!

I have used Airbnb for over 50 separate vacation rentals and I’ve always enjoyed the security and knowing that I used a professional service. Unfortunately last week I rented a home and upon arrival the home was full of mold, unkept and completely dirty to the point where we were not able to reside in the home. Airbnb limited my account and will not respond. I had to get attorneys involved and file complaints with the state Attorney General’s and the Board of Health. There has been a pattern where most homeowners have asked me to use a different service than Airbnb because of their oppressive standards. I am totally surprised because the property I rented had not been inspected by anybody reasonable. Airbnb allowed the homeowner to rent the property fully knowing there was a mold issue because your recourse as a customer is extremely limited.

Refund help

I made a reservation and ended up not being allowed to stay at the hotel, that part was whatever. I was rejected at the front desk because I am 19 and needed to be 21 to check in, understandable. Nowhere was it stated that I had to be 21, and I was able to purchase the room while I had input my age at 19 in the Airbnb app. The hotel desk said they refunded the purchase but Airbnb was the third party service. It has now been nearly 3 weeks and Airbnb has been no help in messaging the host to give me money back. Instead I have to chat with an AI assistant that is no help.

Unreliable platform, rogue algorithms, and zero support

Do not trust this app with your travel plans. Airbnb abruptly canceled a fully paid, confirmed reservation and permanently deactivated my account with zero explanation. To make matters worse, their automated system triggered a domino ban that immediately wiped out the accounts of every friend linked to the reservation as well. Customer support is a black box. You cannot reach an actual human with the authority to help, and their automated system hides behind generic "Terms of Service" canned responses while offering no due process. We were left scrambling for last-minute accommodations during peak travel season and had to book on Vrbo to avoid being stranded. Relying on Airbnb means risking sudden cancellation and having your entire travel group banned by an unchecked algorithm. Never using this service again.

Horrific customer service

From both a traveling standpoint to a hosting standpoint Airbnbs foreign based customer support makes you wish you were calling Comcast. From putting words in your mouth to the not stop talking so you can’t get a word in edge wise. This platform has become the low budget child of economy, travel! Welcome to the spirit airlines equivalent for hotels. Traveler beware

Infuriating bug - dims display

If you open a listing, turn off your phones display (lock your screen) then wait a few seconds and unlock, the Airbnb app dims your display 100% to lowest brightness when the app appears after the unlock screen is gone. Fix this!!! It’s been months!!!!!!!

3 strikes

been a user since 2020 and the past three times we've used airbnb we've had terrible stays where they cancelled or went unresponsive. done with this company.

They do not care about the guest safety.

I planned a special stay with a host. It did not go to plan due to a HURRICANE and the host refused to care and would not give money back no matter the conditions as they said it wasn’t their problem. I went to Airbnb support for help mediating the issue and they told me 1) They will only believe the host by their word only even if they’re lying and 2) They do not care about the safety of the guests in any form per policy. Don’t waste your money and time.

Airbnb promised me a refund but won’t give me my money

I am extremely disappointed with Airbnb and the way they handle customer refunds. I was told that I would receive a refund, but I still have not received my money. It is completely unacceptable for a company as big as Airbnb to promise customers their money back and then fail to follow through. Customers should not have to constantly chase down money that they were already told would be refunded. This experience has been frustrating, stressful, and a complete waste of my time. I trusted Airbnb to honor what they told me, and instead, I have been left waiting for my own money with no resolution. If Airbnb cannot follow through on its refund promises, how are customers supposed to trust the company? I would not recommend Airbnb based on this experience. I want the refund I was promised, not more excuses or empty promises.

Extremely Disappointing Experience

I had a very frustrating experience with Airbnb. I booked a stay and requested to cancel less than 24 hours after making the reservation, but I was unable to get a full refund. It is extremely disappointing to potentially lose money over a booking I tried to cancel so quickly. The situation left me feeling that there was little consideration for the guest. This experience has seriously affected my trust in Airbnb, and I will think twice before booking through this platform again.

Worst Support Ever

Customer support is atrocious. They just keep ping ponging your cases amongst various teams based in India. They don’t do anything. They repeatedly say they are investigating or they are sending this over to another team for further review. But they are just placating you. It’s all balogna

Expensive

All deals on Airbnb are so expensive. Recently, I searched for 4 trips - Ottawa, NY, Vermont and Missouri. I couldn’t find a single decent deal. Don’t know what’s going on .. PriceLine is able to offer better prices with excellent amenities. The only reason for someone to use Airbnb is that they compromise privacy, use shared bathrooms and space because they have less money. But, nowadays Bookings ( price line ) offers better deals on Hotels at better price than Airbnb, better experience of reservation, cancellations, privacy, insurance, etc. I mean Airbnb check your algorithm, model, and pricing.

Basic features for 2016 needed in 2026

The fact that it’s missing basic features like sorting from day most expensive to least expensive in the area is honestly shameful, and the fact that half the listings when you sort by property type literally don’t fit and it’s in the property description going against the filter you select. Never had issues with hosts or the properties themselves, it’s just trying to find the right one is like a second job in itself

Horrible service

Ive never had a problem staying anywhere until I met the kind of cheap properties that aren’t maintained and slumlord hosts Airbnb hires