15 Reasons Airbnb’s Customer Service Sucks! + How to Contact Them

Updated on March 14, 2019 by Asher Fergusson

Airbnb’s customer service is… terrible.

The recent string of big Airbnb news stories regarding injuries, murders, sexual assault, discrimination, and other woeful goings-on seems to indicate a company scrambling to keep up with its own growth, and one of the many results of that is a poor support system for its customers.

Our recent Airbnb guest horror story research study showed that 82% of the guests who had a problem with Airbnb said customer service was a major cause of the problem.

The best toll-free phone number for calling Airbnb Customer Service is +1-855-424-7262.

Click here to expand all international Airbnb phone numbers

Country

Phone Number

United States +1-415-800-5959
United States (toll-free) +1-855-424-7262
Argentina +54 11 53 52 78 88
Australia +61 2 8520 3333
Austria +43 72 08 83 800
Brazil +55 21 3958-5800
Chile +56229380777
China +86 400-120-9157
China (shared-cost) 400-716-0164
Cuba (toll-free) +1-855-424-7262
Denmark +45 89 88 20 00
France +33-184884000
Germany +49 30 30 80 83 80
Greece +30 211 1989888
Hong Kong +852 5808 8888
India (toll-free) 000 800 4405 103
Ireland +353 1 697 1831
Israel +972 3 939 9977
Italy +39-06-99366533
Japan +81 3 4580 0999
Japan (toll-free) +81 800 100 1008
Kenya (toll-free) +1-855-424-7262
Malaysia +603 7724 0164
Malaysia (toll-free) 1800 889 814
Mexico +52 55 41 70 43 33
Netherlands +31 20 52 22 333
New Zealand +64 4 4880 888
Norway +47 21 61 16 88
Peru +51 1 7089777
Poland +48 22 30 72 000
Portugal +351 30 880 3888
Puerto Rico +1 787 945-0222
Russia +74954658090
Russia (toll-free) 88003017104
Singapore +65 6622 7306
Singapore (toll-free) 1800 723 1238
South Africa (toll-free) +1-855-424-7262
South Korea +82 2 6022 2499
South Korea (toll-free) +82 808 220 230
Spain +34 91 123 45 67
Sweden +46 844 68 12 34
Switzerland +41 43 50 84 900
Taiwan +886 2 7743 2436
Taiwan (toll-free) 0800 868 313
United Kingdom +44 203 318 1111

 
NOTE: If you’re having trouble getting a hold of the Airbnb customer service team you can always try Tweeting to @AirbnbHelp which we’ve heard can get a faster response because it’s in the public arena.

If you have any problem at all with your stay, contact Airbnb as soon as possible and take photos for evidence.

15 reasons why Airbnb’s service is so bad:

1) You may not get the help you need, even if it’s an emergency. Personal experience with this has shown me that they may not come through for you in your time of need. My family and I had a terrible experience with this, and we were basically left to fend for ourselves after an incident in Paris.

2) Their representatives can make you feel like they’d rather not be talking to you. When you call a support or service team, you expect them to make you feel valued and listened to, right? Unfortunately, that’s often not the way that guests report feeling after their interactions with Airbnb’s Customer Experience team.

3) They dish out canned responses left and right, but they may not actually listen or engage. Engagement with the customer is key when problem-solving, and Airbnb does a LOT of problem-solving. If a customer feels that their story is falling on deaf ears, they’ll do one of two things: escalate the issue to someone who WILL listen, or disengage entirely. In the business world, that means losing a customer.

4) They often lose track of your service tickets or close them prematurely. As most people who’ve dealt with a call center know, a service ticket is your lifeline to a solution, and it should remain open and in the right hands until it’s resolved and you have your solution. Many Airbnb customers mention the exact opposite happening.

5) When you send them photos or information, it can easily get lost in the “void”. Because of the seemingly disorganized nature of the Airbnb customer service system, it can be easy for your important, case-relevant information to become lost or misdirected. This means that the evidence you send of an incident may never reach its intended audience, or it may be delayed in its progress, leaving you waiting longer for help.

6) They don’t seem to communicate well with each other, much less their customers.
In dealing with the customer service team regarding our Paris issue, we experienced so much confusion and chaos in communications that it was hard to keep track of who was working on our problem, whom to contact, and how soon we could expect a resolution. The chaos caused us a lot of trouble, and online reviews left by guests have told us that we’re not the only ones who have experienced this problem.

7) They tend to blame the customer for problems and don’t always accept appropriate responsibility as a company. No, the customer is NOT always right, but they’re also not the one to blame for problems outside of their control – especially those caused by the company’s platform, policies, or technology. And even if the customer does share the responsibility for the issue, they’re contacting customer service for help, so HELP THEM.

8) Many representatives don’t even know how the website and mobile app work on a basic level. If you provide support for a service or product, it would seem like a basic job requirement for you to understand the ins and outs of that product and/or platform. I’m not asking for programmers and tech-wizards, here. I’m asking for the people I am directed to call regarding questions about the use of their site to be able to answer those questions.

9) There’s a chance you’ll be hung up on, and it might be on purpose. Many users of the Airbnb site complain that they’ve been hung up on. Even one deliberate hang-up-on incident is too many, but users complain about this issue too frequently.

10) You’re likely to be dealing with a person who’s so burnt out that their attitude is permanently bad. Any high-volume customer service team is going to experience burnout – that’s just how it goes in call centers. The first trick is to ensure that your staff is empowered to make decisions and take breaks so that they don’t get so burnt out that they can’t control their tone and reactions. The second trick is to have an effective support system for customer service team members so that they feel like someone has their back. Airbnb may lack this, based on guest’s comments regarding their call center team experiences. Burnout is a mood-killer, but it’s not okay for even the most exhausted, in-demand customer service agent to lash out at a customer.

11) They regularly make promises that they don’t keep. Complaints of this nature range from guests saying they were promised a full refund and got $0, to guests saying they were promised that Airbnb would find a suitable alternative accommodation and then left guests to fend for themselves either with or without their money back in time to find a new place to stay. When you’re dealing with huge sums of money (bookings can cost thousands of dollars) that have to be paid up-front, it’d be best to have a system in place whereby refunds can be issued right away when necessary. In the customer service world, it’s also pretty crucial to keep promises made to customers…

If you want to know what happened to us with Airbnb in September 2017, watch this video. I show how we never received a full refund for our place that was completely moldy and we only there for 30 mins.

12) Even if you comply with their terms of service and evidence requirements,
you may never get a refund.
It’s hard to say how often this happens, but some people never end up receiving a refund they are entitled to. Even if a guest’s situation and evidence are squarely within Airbnb’s published policies, a refund may not be granted, and the guest may never be given an explanation as to why.

13) There doesn’t seem to be an escalation process. This goes hand-in-hand with a well-supported customer service team. In order for representatives to be able to effectively make decisions and assist customers, any service team MUST have a black-and-white escalation procedure that allows for rare exceptions. There have to be standards in place which are followed the same way every time (within realistic expectations), and there have to be superiors available to make decisions when an urgent matter arises – especially since “urgent matter” in Airbnb world may mean a dangerous situation!

14) Even if you are told you’re getting a refund, you may have to fight tooth-and-nail to get it, and it can take weeks or even months to get. I think we’ve established pretty clearly that the refund system isn’t a very reliable one, don’t you? We still haven’t gotten our full refund after months of communications with Airbnb.

15) Their policies seem to be set up to make them money, and it may be unfairly at your expense. Of course companies strive to make money – how else could they function? The problem arises when policies are only followed when it’s convenient for the company, or when those policies are written to unfairly favor the company. Many of Airbnb’s policies clearly give the company leeway to keep funds when they probably shouldn’t, and charge conversion and other fees when it may not be practical or necessary.

The bottom line is this: in customer service, the golden rule is that “customers will always remember the way you make them feel,” and that should be the guiding principle on which service standards are based. If so many interactions with Airbnb’s Customer Experience Specialists fail to meet objectives, leave the customer in a worse position than they were in before, or leave the customer feeling demoralized, then the company as a whole will be viewed that way.

Please note: while these points are drawn from our own experiences and those of many reviewers who post their stories on online forums, these may not be the experiences of every customer. Customer service is one of the top complaints when guests describe their opinion of Airbnb, but not all guests have these or any problems. Our advice: use the platform at your own discretion.

Share your Airbnb customer service experience below! 🙂

57 Comments on “15 Reasons Airbnb’s Customer Service Sucks! + How to Contact Them

  1. I just call their shitty customer service number to find out how close a place was before I booked it and got nothing but a dam run around and they will not let you speak to a manager …..They are all are a scam and rip off and are not there to help at all. If you do not get your money back call your credit card and file a small claims and they have to show up or else!

    • I just contacted customer service too, after unsuccessfully searching in their online Help forum for a resolution to a website issue. I felt that the agent could either not understand what I was saying or was not listening at all. I asked to talk to someone else and was ignored. He just kept asking questions totally unrelated to my issue. I said I was trying to plan a trip and my dates kept disappearing from the search. Who is the host?”, he asked. I don’t have a host, I’m trying to plan a trip. I want to save the dates as I search.” He replies, “If the dates disappear it’s because the house is not available.” “No.” I say. “I’m still Searching, and your website won’t save my preferred dates as I search. I want to save my trip dates and filters. I want to create a new trip with new dates. How can I do that?” “Who is the host?” he asks.” OMG. “Can I talk to someone else?” I say. . . and so on until I hang up. I’m so disappointed because I feel like I can’t use AirBnb anymore because I won’t deal with an organization that does not provide customer service. I quit using VRBO for the same reason. I’ve used AirBnb often in the past, but I guess I’m done. And I can’t even tell them. There is no contact. The link that says “Contact Us” is a loop that keeps taking me back to my last host, like I need to contact him for some reason.

      • I am having the same issues. Their website only has one option and that is to contact the host who can not answer questions. They refer you back to Airbnb. My issue is simple. I already paid half and want to pay the rest before we get there in June. They keep responding saying if I want to pay now (I didn’t say NOW I said before June) that they would need the last 4 digits on my card. The emails I get from them have a reply tab but under that tab is a disclaimer saying do not reply to this email because Airbnb will not get it. ???????????? Their service should be free seeing as how hard you have to work to straighten out their mess.

    • I had terrible service. I lost my phone and somehow all my bookings were lost. I rang airbnb so unhelpful. They said I must have booked with a different email. I gave the two I always use
      Work and home. I don’t do Facebook. No they said even though I could see the booking on my card account.
      So very unhelpful

  2. Pam, you need to contact the host, not customer service for inquiries about a property’s location. If you book, will you call customer service if you don’t have enough towels too?

    It seems some people don’t even understand how Airbnb works. It’s NOT a hotel.

    • Wow, I PHOTO SHOT THIS RESPNSE WHAT A SMART ASS…THIS IS WHAT YOU GET WHEN YOU REACH OUT TO THEM….THEY TALK ABOUT US. NO I DO NOT CALL ABOUT TOWELS SMART ASS…..WE ARE LUCKY IF WE GET A PERSON THAT SPEAKS GOOD ENGLISH…..DAH!

    • Well Pamela. My experience so far tells me Airbnb works very poorly. Their website is very user unfriendly. Their customer support is subpar to say the least and if you are a representative of the company your rudeness says it all.
      Whatever happened to courtesy? If you are in fact an employee of Airbnb you get paid to help people with their problems. If you aren’t you ought to get a life.Either I’m sure Airbnb would appreciate you keeping your opinions to yourself.

  3. I booked an AirBNB “experience” which was a guided tour several weeks in advance but the following day I decided to cancel it. AirBNB did not refund me, I believe because the trip was within 30 days. I reached out to the host directly and he said he’d be happy to refund me but that unlike homes that are listed, he cannot refund directly to the customer. He advised that I reach out to AirBNB. Fast forward I have been calling and messaging them daily with no response. They have literally stopped responding to my messages at this point. I was hung up on by two separate representatives while on hold to be transferred to the “right department.” I am spending hours at a time trying to get this resolved and I’m losing hope I’ll ever get my money back. I threw a fit and spoke with a supervisor who promised someone would contact me by the end of the day. I will never use AirBNB again.

    • Hi Winnie

      I’m sorry to hear you’re also having such a horrible customer service experience.

      You can always try contacting you credit card company to do a chargeback in order to get your refund.

      All the best,

      Asher.

  4. Been using them since 2011 until this year without problems. Suddenly this year one problem started occurring after the other. We were charged extra at arrival otherwise no access to the place. Airbnb told us we should have not paid again but what are the options if the host does not let you in otherwise. We never saw this money again. Not very nice to pay twice the amount that was planned for Airbnb accommodation. Customer service was a completely useless. Then in France Cannes we had the worth experience ever. The place was a complete scam and we were promised a refund. Its exactly as you described. Lots of promises from Airbnb but no action. We are still waiting for refund. The host was a complete bullshit lying on his listing and in the end lying on the review, making up a story, saying we were steeling from the apartment etc. Airbnb does not care and says they don’t delete such review. It seems that they have no internist to deal with customer issues. All they want is your money and more money. They need to improve customer service big time! Looks like their service system has not been designed for their use case.

    • So sorry to hear it, Eric!

      Yes, it’s so unfortunate when a great idea like Airbnb gets ruined by their blind pursuit of profits. But I wonder how they see themselves succeeding long term if they treat loyal customer like us so bad!? I was a regular user since 2012 but now will never use them again after what happened to us with their sh!tty customer service…

      Like I’ve mentioned, it seems the best way to deal with them is to get the credit card company involved so that you can get a chargeback without wasting your time with a rude customer service rep.

      All the best,

      Asher.

  5. Poor customer service. Called to make a complaint against a host. Was hung up on. Difficulty understanding the representative. Poor communication line as airbnb must be going the cheap route for telecommunications services using VOIP or the Internet for phone calls. Lots of noise on line. Ineffective representative unable to solve my issue in a timely manner.

    • I will Never use airbb again. I had a terrible experience with the host who lied to them showed no compassion when i was

      • When i was injured not in her house but needed a bit of help while i stayed there. I have a pending lawsuit when i fell and the hodt defamed me on airbb. They did nothing to delete the review but pass it on to many csr. Nothing done. Money making uncaring comp that should be out of business. I see a class action suit against them

  6. Future hosts beware they have Horrible customer service and will not work with you to take care of issues that arise!
    Currently been on hold with them as I write this.

  7. What about the damn language barrier? I am a host. My guest….American. I am American. We have a disagreement. The AirBNB mediator is always a foreigner with a language barrier, no understanding of the culture, and only able to recite canned responses. AirBNB is growing too fast and they are losing all kinds of control over the process. They need customer service call centers in each country so that locals can deal with locals, etc.

    • Wow – that’s a good point!

      Luckily as I guest I’ve never been transferred to a foreign call center. That sounds like a nightmare that’s been added to a nightmare. Sorry to hear it!

      I cannot see the logic of them outsourcing customer service period. And agreed, US guests and hosts should only speak to US reps.

    • every time, and they refuse to transfer you to an american call center. i am dealing with that right at the moment. this after a 13 hr day volunteering in los Angeles which is on fire!

    • I am going through this with them right now….I think i may not be sure but it not a safe system …they are using too many overseas people that do not really know how to handle anything and then take it out on us when we reach our limits on how we deal with them…I am not one to take a bunch or run around and deal with it and pay for it on top of the matter.

  8. I’ve been using airbnb since 2013, and since then I wasn’t in need to the customer service, but this time when I made a reservation in NJ, I found out that the pictures the host posted was not reflecting the reality, and he used photo shop application to enhance it.

    I called the customer services more than 10 times, and I discover that EVERY SINGLE WORD ASHER WROTE IN THIS POST WAS RIGHT.

    P.S. I talked to several agents in airbnb and they are all the same.

  9. Having read this site and all the replies I am now truly despondent. We are currently on a dream holiday to Sydney with three young daughters. We had booked an apartment which looked lovely in the photos only to find a really run down flighty apartment. We did not stay and contacted he just. St first he seemed amenable but by the morning changed his attitude and even blamed us for some of the issues! My experience of customer service so far completely fits with all of yours. The injustice is staggering. Not holding out any hope. Kind regards Phil

  10. Been a host for a couple years now. No problems. Today, mid-day EST, I have a guest trying to check-in. The website is down, the app is down, no way to communicate with the guest. Called customer service and it said more than 30 minute wait time. I selected the call-back option. 15 minutes later a computer called telling me a rep would be with me in a few minutes. Then it connected me to a recording of someone who said “we are currently undergoing systems maintenance and cannot serve your request. Please call back in 2-3 hours” and it hung up.

    Done. After this guest, I’m cancelling my account and never looking back.

  11. What do we tell the credit card company in order to get the charge back? I’m having similar issues where they promised me a refund for a week now and I haven’t received anything after 5 calls to them.

    • If you have had a legitimate problem caused by Airbnb that isn’t being resolved then call your credit card company and tell them the situation. If you mention that you believe it’s fraud then they will most likely issue a charge back and get your money returned to you within a day.

  12. It is not like they do not want to help you, but the fact is that they cannot.
    They are following a procedure. They cannot do whatever they want with the users.
    And btw.. they cannot know how the app works since they are not allowed to use phones.

    • Yeah, and it’s unbelievable how many bugs are in their app!! When I was speaking to an Airbnb customer service rep while on the streets of Paris they said I need to be using a desktop computer to make changes to my booking and it doesn’t work properly in the app. How the f*** am I supposed to use a desktop computer on the streets of Paris?!!

      How does a billion dollar business not have a fully functional app that is required to use the service when traveling?

  13. I’m disabled and have a service dog. According to Airbnb’s website a host is not allowed to refuse renting to me because of my service dog. I contacted the host informing her that I have a service dog. The host told me that no dogs are allowed. I wrote back that he is a service dog and they can’t refuse to rent to me under the Americans with Disabilities Act which is federal law. Refusing to rent to me is considered discrimination. I tried to explain this to the host in a respectful manner. The host then told me that if I kept contacting me she would report me for harassment! I have contacted Airbnb support but have not received a response.

      • Trust me it is not you they only side with their customer service which does not give a darn becuse no matter how bad it gets they still hve a job and nothing happens to them. They break all the laws of our city with where they rent out the places and they tell us abut rules on the phone no matter how we are handled …..

  14. One thing to add to the list. Threy outsource the reps to the Phillipines. Most agents are almost impossible to understand and their VOIP or whatever system they use is very bad and choppy. It truncates words and makes it even more frustrating and difficult to understand.

  15. I am a host and I had recently a guest who sneaked in another guest without paying. When discovered, I approached him three times to update his reservation to two people and make the payment for the additional guest. The guests did not pay and used tons of different excuses why they couldn’t. I contacted AirBnB support to deal with it and demanded to make the guests pay or ask them to leave. This is what their advise was:

    1) Wait another day so they might pay after all. – absolutely I did not want to wait another day as they had already stayed for more than 48 hours and were very dishonest to us.
    2) When I insisted on taking immediate actions, airbnb support labelled me aggressive and commented that airbnb might not be for me after all. They completely ignored the fact how long I had been hosting and my positive reviews.
    3) The support person said they had called the guest and based on a short conversation could tell he was genuine and lovely!

    I was appalled at how this was handled… and how the situation was turned out to blame the host to avoid dealing with this situation.

    The guest was dishonest to us and in possession of drugs. He was using them on our property.
    When it was his time to leave, we had to pay for his taxi to the train station as otherwise he was not going to leave. It was 7pm when we finally managed to make him leave our property.

    But hey! AirBnb support called him and established he was genuine and lovely :). So beware… if you get that bad guest… fend for yourself.

    • Anything you say to them they will use it against you so another words do not complain this is why it is becoming more unsafe.

  16. The worst customer service I ever experienced on the Internet at large is with Airbnb!! As a super host, all my listings got deactivated, removed from airbnb with no warning and by mistake. I tried to contact customer service but got the copy/paste useless message and then the ticket was closed before it was even resolved.

    They also once sent me a link to a google form so I could edit the registered business address. They changes were never reflected and processed, and later they deactivated my listings due to a mismatch between the legal document and the address provided. While only one listing had a mismatch, the other 2 were fine, but all got deactivated nonetheless.

    It seems like they employ people who barely look into any issue case by case and just do they job very approximately. This is absolutely terrible and irresponsible. If I could sue Airbnb now or do a class action I would. This is costing me a lot of business and also my google ranking will tank as a result of the delisting, even if they resolve this issue!

    What this makes me realise, is that no on should be naive enough to believe it’s the sharing economy, it’s a community, and it’s all super cool!! It’s juts a Silicon Valley money making machine that is focused on scaling their application to billions of users. They may put lots of money into hiring engineers, but none it seems in customer service and localised service.

    These platforms are great until you get deplatformed for no apparent reason. My advice to people, build your own website and integrate your own payment system and do some content marketing and social media marketing.. Build a brand may take a little bit of time in the long run it’s worth doing or you’ll be dependent on a terrible and untrustworthy company like airbnb, with all your good reviews and reputations gone in an instant.

  17. Airbnb’s customer ‘service’ is horrendous. Like nails on a chalk board dealing with them. I miss the days when they actually helped hosts and used people who actually understand the language they’re dealing – not just speak the language.

  18. I’m in the same situation right now. I booked 3 nights on Airbnb and canceled it the next day within 48 hours. They still charged me half price of 3 nights. And charged me 3 times. Get hang up on now. Still didn’t get my refund back. Should I call my bank? How can I suppose to do?

  19. I am trying to receive an individual credit to my Airbnb account after our host canceled our reservation an hour before we landed in Chicago. We were a group of 6 in our party and 3 of us including myself have been contacting Airbnb complaining about our experience. The second place we found was not close and smaller than we wanted and we still had to pay an additional $46.52 per person. After 2 hours of trying to check in we had to move units since there weren’t any keys for us and the lockbox number was incorrect. The gave a $200 credit to one of the guest after she complained and now the offered $200 to the main guest who arranged it. They are telling me I am not owed anything and are willing to give me $50 and that is the best they can do. The $200 they give one of the guests was incorrect by the case manager. I continue getting the run around from customer service and they tried banning me on Twitter. I am beyond frustrated and annoyed but I refuse to settle for $50. This was a horrible experience and 2 case managers I had are useless and rude.

  20. I’m a host and I use Airbnb when I travel

    I have until recently had good reviews Then I had the guest from hell who wrote me a bad review and asked for money back AFTER he left And then he harassed my by phone The whole way it was handled was totally unfair I am sorry I didn’t save the text messages on my phone

    Now I am in another situation with a guest who just informed me that another man not verified with my coming and I getting a really bad feeling Of course if I cancel this guest I will be penalized

  21. Reposting a post I did on a social networking site:
    Experiencing the customer hell that is @airbnb is giving me a sneak peak of what I think are deep rooted problems at the company.
    – Common sense is not used at all; often you will hear that is the policy. This is from a company existed by violating every city rule/ordinance.
    – Your safety will be taken into consideration when you ask for assistance. It is not of paramount importance.
    – Women have to be strong in advocating for their safety concerns. Two male employees of @airbnb questioning my statement that I no longer felt safe staying with the host. In both situations I had to ask to speak to someone else. They made me feel it wasn’t a safe place to address my problems.
    – When I told the male host I no longer felt safe staying at his property. I was just told to go to @airbnb. He was firm on his strict cancelation policy.
    – @airbnb expects first time users to be familiar with all the terminology and processes. If you make a mistake, well too bad.
    – When @airbnb calls, caller ID shows it’s from Cambodia which at first I thought was one of those phone scams.
    – It takes up to 48 hrs to get to a supervisor. Their supervisors seem very busy putting out other fires.
    – Waiting for a female supervisor even takes longer.
    – Be ready to be a hot potato as you are passed around like one.

  22. Here is a problem I ran into: booked a reservation a full yr in advance, then when time came for Airbnb to charge my credit card for balance 2 wks before trip I realized card they had on file was no longer valid. Called them to give new card. Was told I could only add new payment method by logging onto my acct. Problem: I apparently booked trip with old, rarely used email and now couldnt recall email address…..my fault, I agree. But customer service person would provide no help with me, told me if card they had on file was invalid my booking would be canceled and there was no way I could give them new credit card without knowing the email address. Long story short…..come up with the right email address or my trip is canceled. She did tell me she would forward problem to the support team and they would be in touch via email. You got it…..the email I can’t remember, so how could I see their response? Yes, I caused the problem by forgetting the email address, but obviously there has to be a solution other than simply canceling my booking. Fortunately, after much digging I found the email address I used, but until I came up with it Airbnb customer service was beyond useless.

  23. Left us in a cockroach infested apartment. Didn’t answer help log. Only answered when I tweeted. Answered once then stopped replying. Answered after another tweet as we abandoned our place then – surprise – dropped contact.
    Avoid

  24. I believe that AirBNB should respond to reviews and complaints that bring to their attention shortcomings in listings.
    Hosts should be updated regularly on standards in the Hospitality Industry.
    In our situation we booked a boat in Hawaii knowing that the bathroom was offsite. We found the public men’s room had a flooded floor, no door on the toilet stall or tp. The wonen’s room had a broken door to toilet stall and no tp. The boat itself was dirty and smelled. The bed only fit one normal size adult.
    We stayed one night.
    This is all acceptable with AirBNB. They do not have a functioning customer relations system. I get that they represent the Customer & Host, but there is no recourse when a listing is substandard.
    The two reps I tried to work with were dismissive and closed the tickets before resolution of the issue.
    Under Airbnb’s own policy of Trust & Safety, “ Hosts should not direct guests to use public bathrooms.”
    So far, I have gotten nowhere with them.

  25. I arrived home from a trip to find that the guest in my house had had up to 5 extra people at different times staying in my house over his 37day booking- my first morning back there was a strange Italian man on my sofa and another man in the guests room with him who told me to fuck off when I asked him to leave.
    The house was a mess and his room left in a disgusting state.A Bluetooth speaker was stolen.He did not leave his key so I had to get the locks changed
    Airbnb have pushed me from pillar to post for nearly a month in trying to resolve this case and get compensation for the extra guests during this guests month long stay in my home.
    I have explained my story over 10times on the phone – I have been referred to 4 different agents in the Trust and safety dept who repeatedly ignore my issue and close the case when it is not resolved.I have sent Over 30 emails and they will not call me back.I have had the phone hung up on me on more than one occasion.
    Airbnb customer service is a joke!

  26. The apartment we rented was not owned or rented by the host who listed it on the site. Someone else was occupying it. While I had no issues with the AirBnB agent who was forthcoming and supportive it took us nearly two hours to get someone on the phone or chat. All three travelers were trying to contact them by phone and chat. Every time the system or someone(?) hung up after 40 to 60 minutes of listening to that awful music. Basically if you have a problem you are on your own.

  27. Today was my first experience with Airbnb. After creating an account due to technological issues I could not upload a photo for verification after multiple attempts so I called their customer service. From the get go it was obvious the woman I was speaking to didn’t want to help. She kept talking while I was trying to talk and seemed to be in a hurry. Finally I got frustrated and made the comment that the process just shouldn’t be this hard. To my absolute shock she just hung up! I figured it out myself and finished and made our reservation. I feel good about the hosts from their messages and am confident in the property as we know the general area but not sure we will do this again. Customer Service is everything to me.

  28. We checked into our second place in southern Portugal three days ago. Our first experience was fantastic: the host was super communicative, and everything we were promised was in the apartment. However, when we moved to another apartment in a different town, everything changed. The host didn’t contact us on the day we were moving to let us know how to get into the apartment. We sent messages and were waiting and waiting, and then were finally contacted only minutes before we were arriving.

    Then when we got in, the place was freezing, despite “heating” being listed as one of the amenities. We couldn’t get the radiators to work and wrote to the host to ask how to turn them on, and we simply got a “Sorry, the radiators don’t work” reply. Then later, we discovered that another listed amenity, the TV, wasn’t working as well. We wrote to the hosts, and this time they didn’t reply at all.

    So yesterday morning, we contacted Airbnb support and were told by some guy with an Indian name (meaning that the call was clearly outsourced) that our case would be handled “soon.” Well, we got no reply all day, and so last night before bed, I wrote again, explained the situation again and asked if they could clarify what they meant by “soon.” And to my surprise, I woke up this morning to find that my case had been closed. I wrote again, and this time, they didn’t even bother to reply.

    Anyway, I’d heard about things like this before on Airbnb, but this is our first time to experience them. It has made me not want to use their site anymore. Yes, hotels are more expensive, but at least you get someone who actually answers you when what was advertised is not provided.

  29. I set up a listing account with these jokers 5 weeks ago and jumped through all of the loops…invested about 4 hours uploading pictures, details, captions. My bank account was confirmed and told my property was online. No. It still isnt. I’ve been told there is a technical glitch and after calling each week, they put me on escalated priority. WOW! Then the next two weeks that I called I was also told the same crap.

    FUAirbnb. You suck.

  30. Terrible customer service. Essentially if there is any problem, this is between you and the host. If you complain, they will give you canned responce. Don’t expect any real help. I had absolutely horrible experience with the host who refused to do basic repairs to uninhabitable property. My only recourse was a negative review I left. Airbnb refused to do absolutely anything. Never again. There are much better options: Homeaway and Tripadvisor. They also have better designed websites and better filters.

  31. I am trying to find an email address for the CEO. I thought I saw it somewhere here but cannot seem to locate it now.

    I recently booked three separate bookings in Italy for next May. Upon reviewing my receipt (I did not pay in full) I noticed that the rate quoted on the hosts availability calendar was not the rate I was being charged. All prices quoted were in CAD and any extra guest charges were included where applicable. However, these discrepancies add up to a difference of $50 that I believe I was overcharged. Not a huge amount, but if this is a common occurrence, Airbnb has to do a better job of being transparent and upfront to their customers.

    After a few unsuccessful attempts at dealing with their CS, I feel compelled to take this all the way to the top as they owe their customers an explanation.

    The explanation I got from the CS department was so poorly communicated that it was evident they didn’t have a clue what they are talking about.

    If Airbnb are overcharging everyone like me, that is a substantial amount of $$ they are making while not being transparent.

    I also question how they calculate some of their service fees as some are exorbitant while others are reasonable.

    Has anyone else had this experience?

  32. Host cancelled on me [thankfully I got a full refund]. I booked 6 months in advance for what I guess is a ‘spring break’ time period. She tried to double the rate 3 weeks later because she had not reviewed the booking dates. I cited the Terms and Conditions that she could not raise the rate so she kept the booked rate. 3 MONTHS later she outright cancelled the booking and lied about why. Every attempt for Airbnb to follow their own T&C or reprimand the host in any way has been ignored. Every complaint I’ve filed has been ignored. I would rather just stay at a hotel. Disgusted with this ‘up and coming service’.

  33. I booked a room in Bergen Norway on 12/27 2018 and paid partial, This morning 0n 1/25/2019 got a text from airbnb that the host cancelled me out. airbnb said i would get a email telling me the reasons. Of course by the reviews dont expect to hear from them

  34. This is like you are writing the experience I had couple of days ago. They are so confused and lost themselves. On chat they take 15-20 mins between messages. On the call this girl was just going on about what she thinks could be the issue and not letting me talk in between. I had to interrupt her to make her stop. Really pathetic customer support.

  35. Idk why there are only negative reviews. But I will post a positive one since apparently I’m the only person that has one. Gonna keep it short and sweet. My card was cancelled, bc of fraud, a few days before the second half of my reservation was charged by Airbnb through paypal, so their attempt to charge my card was denied. I worried my reservation would be cancelled so I called them and a very polite and friendly representative calmed my fears and said it was no problem to give me some time to sort out my card issues with PayPal. She was very understanding. She also gave me good advice on the fact that I did the right thing to call them and to notify my host through the app so they have it on record that I’m being proactive and will pay asap. She said as long as I kept Airbnb and the host up to date and kept in touch, everything would be fine! My panic was gone and I felt very supported as I would’ve had no place to live. So thank you thank you!

  36. I empathize…

    I also hear a whole bunch of whiners who had mommy and daddy take care of everything, and don’t have a clue how to resolve — prosecute — a dispute in USA.

    AirBnB terms allow suits in small claims court. USA is a deterrant based society. Only way to effect change is with punishment. Enough small claims suits will have an impact, since most states prohibit an attorney [make sure to strenously object and cite the applicable statute — judges DO NOT know the law, but are just lawyers who failed in private practice].

    You can also file for arbitration in the county of your residence. This is actually more expensive for AirBnB to defend, than small claims court — particularly since the ABA rules allow appeal to regular courts, and you can keep AirBnB spending money on attorneys for many years.

    With regard to ADA claims… that pertains to substantive due process rights which cannot be waived as a matter of public policy. That also means one cannot waive their right to ADA remedy in a federal court, by jury trial.

    So — either stop whining and actually do something about it; or shut up, and accept your error motivated by greed of trying to save a buck, and suffer your loss in the competition with honor and personal responsibility – caveat emptor.

  37. Terrible customer service from Airbnb.
    Beware, if your host defrauded you, you are on your own. I rented uninhabitable apartment. There was a smoke detector beeping incessantly. Host refused to do anything. Airbnb did nothing either.
    Never again from Airbnb!

  38. Wow!! Now I am a nervous wreck because my family & I have a huge trip planned this Summer in California, and I have just now seen all of these bad BAD reviews!!! Already paid first half. Worried now that our California Family Road Trip might be more of an adventure then I want it to be!!!!

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