Airbnb Overview
Airbnb has a 1.7-star rating, derived from feedback provided by 2300 customers. In the Travel category, it secures the 12th position out of 290 companies.
Rating
Contact Information
Website
www.airbnb.com
Phone
(415) 800-5959
888 Brannan Street, San Francisco, California, 94103, United States
Airbnb Reviews
Bereket
Query about payment methods
Can my freind make a reservation for me as I dont have a credit card or any other payment methods listed at your site.Hoping to hear from you soon
Anonim
Untesolved refund issue of $205 CAD incurred due to Airbnbbillingerror
About ten days ago, we received a notice that we were overdrawn on our USD account. This surprised us as we use it only when wintering in the US. Turned out, Airbnb had charged the first payment on our current reservation to PayPal, rather than to my Canadian Mastercard, which appears as the default card. As a result, we incurred exchange charges from PayPal, had to raid another Cdn account and convert it to USD (more exchange charges) to pay the NSF, I contacted Airbnb and my first (Jan) or second (Lovely) agent agreed that they would reimburse us this cost, BUT only to PayPal, as that is who it was charged to. No matter how much I insisted that I wanted it to my Cdn MC and that PayPal involvement was THEIR error, no luck. In the week and a half after that, I endured many contacts ( at least 8, some of them with so-called supervisors) and no resolution to my issue. In fact, the last few mails seemed to deny my getting anything back. Airbnb says that they record every conversation, but clearly they neither listen to them nor read the file. Several times, I was asked again to summarize or clarify the issue. Early on, I was offered a coupon but when I asked if it could be applied to my next payment in January '24, I was told no, it had to be used for a new booking! I and my husband have lost a great deal of time, its monetary equivalent and incurred great aggravation dealing with the airbnb agents, some of whose English comprehension was questionable. I cannot seem to get anyone who is not in a call centre in the Philippines, with the exception of the last one. Her English is good, but her clarity of content is not. I would happily photograph and send you my ongoing correspondence with Airbnb. A couple of times, they have informed me that the matter is closed. I refused to accept that. At this time, the time I have invested and the aggravation far outweigh the amount I am requesting. Please note, I do not want to lose the reservation I have for next winter. At one point, the staff person assumed I was cancelling! I hope you can help me. Thanks.
Iqbal
Witting booking number
Hi dear I was booked into a hotel Hive dubai and still we are not getting the booking number and the amount already has been discounted please check and confirm.
Tamer
No keys , hist doesn’t answer
After arriving from airport around midnight, we didnt find the keys at the place assigned by the host . The host doesnt respond and Airbnb offered me 50$ for the accommodation for one night.
Anthony
A credit on my account
I cancelled my reservation and due to bills piling on me at the time of my stay. When I look back at my phone it said I had a 53 dollar credit on air bnb. The most unreal part is the fact that they tell me I cant get my money back, and that the credit never expires. I really want my money back. Tia
Neil
Had problem booking
I had a problem transferring my payment and was given so much help and guidance from not one but two customer care service people. Eventually they advised I set up different payment method and voila my problem was solved. They messaged to make sure everything was okay. Pleasure to get good service Neil Corcoran
Nirjwara
WORST EXPERIENCE EVER
WE RENTED AIRBNB FOR OUR MONTREAL VISIT THIS SUMMER, AND THE CHOSE A PRIVATE ROOM AS IT WERE ONLY 2 PEOPLE. THE ROOM THAT WAS DISPLAYED ON THE APP WAS NO WHERE CLOSE TO WHAT WE SAW WHEN WE WENT THERE. THERE WERE INSECTS, DUST THAT TRIGGERED MY ASTHMA. GUEST DID NOTHING TO CLEAN THE ROOM OR ANYTHING. WE DIDN'tTT EVEN STAYED THERE. ANYWAY WE LAUNCHED A COMPLAINT WITH AIRBNB AND GUESS WHAT THEY SIDED WITH THE HOST EVEN AFTER WE PROVIDED THEM WITH THE PROOF AND ALL, AND NOW THEY HAVE REMOVED OUR REVIEW AS WELL. SO THAT PEOPLE WON'T SEE THE REAL THING THAT HAPPENS. BE AWARE GUYS. THERE ARE OTHER VERY AFFORDABLE AND RELIABLE APPS THEN AIRBNB. I DON'T WANT ANYONE TO GO THROUGH THIS TERRIBLE EXPERIENCE THAT I WENT THROUGH. AIRBNB IS NOTHING BUT SCAMMERS.
Ken
Mislead
Hello Airbnb did a cancellation on June 28,2023 because I had an unruly guest who destroyed my home and stole from it in 8 days. My accounts states no refund however Jackie from Airbnb issued a refund to guest stating it was a courtesy from Airbnb and that I was not penalized for it. On 7/20/23 once again Sanjana stated that Airbnb paid Stephanie cancellation fee and that it didnt affect my account but as I look at my account it states that upcoming payment june 30 -$1083 also july 6 -$102 and july 11 $832. I still have not received any of those payments still but according to Sanjana telephone representative my account is not and the negative and that I have been paid. Where did the payment go
Soufiane
My money
Hi there I hope you're doing well, my account has been blocked and restricted for no reason, I just need my money from the last guests I did a tour with I should get it yesterday but since my account is blocked I didn't receive anything. If they don't want to answer my calls to explain what the reason of blocking my account at least they should send me my money Kind regards Soufiane
Sam
Customer Michelle Jun 24th to Jun 25
Updated by user Jun 29, 2023
Unresolved
Original review Jun 29, 2023
Hi Having an issue with one of our guest M P who booked our place V***** G** Los Angeles on Jun 24th to 25th. She was initially a blocked guest and was insistent on booking our place. So we asked her to call Airbnb. She finally booked our place. In fact another guest tried to book the same date prior to her and was blocked too. She told us she will have a family or friend try to book it. I'm beginning to wonder if they are both related . Airbnb did not tell us why M..P was blocked. If we had known what a nightmare she'll be ,wewould have declined her booking request. She asked for early check in at 3pm ,we agreed to that as well, as our house was clean and ready. But what a nightmare she's been. Airbnb isn't being of help to us. The customer reported cleaning issues upon check out time next morning. Its in the inbox. We disagreed with most of her proofs as we can counter that and have uploaded our proofs.We are superhosts and have been getting great reviews for our cleanliness on several booking sites. We finally agreed to refund partial cleaning fee. Now she is denying she even stayed at our place while there is enough proof with her messages and times she shared them. She clearly stayed at our place as confirmed by cleaning lady that all towels and linens were used up. And she wants to be refunded full amount of her booking.This is insane .The AIRBNB supervisor J is completely untrained and isnt even doing her homework and is trying to close quickly and unfairly . The next customer service guy V we spoke to is trying to close the case quickly.No one is even making an effort to read our conversation in the inbox.
Wesley
I used Airbnb services and lost $700
Updated by user Jun 15, 2023
I would prefer not. Considering they will perform limited duties in supporting guests.
Original review Jun 14, 2023
I chose an Airbnb rental for Talore property in May 2023. Upon entering the rental space, my guest and I were greeted by a large dead cockroach in the hallway. My guest was not comfortable with knowing the unit possibly has a pest problem. It would affect purchasing any food, or even luggage susceptible to the vermin. After logging the issue for refund (full or partial), sending video and photos, Airbnb informed me there was nothing they could do as vermin is not an applicable reason for a refund. The host later replied, its just 1. This would indicate they know theres a possible issue and are willing to subject guests to this environment. Nonetheless, I was unable to receive any benefit aside from $8. Worst experience I've ever been subjected to on a vacation.
Denis
Reservation cancelled, would have to sleep on the street
On 02/22/2023 I booked a complete apartment with kitchen on the AIRBNB platform for a stay between 05/03/2023 and 05/07/2023 (70 days in advance to avoid higher last-minute prices) in the neighborhood near SOHO in Nova York. 8 days before the stay, I received an email from AIRBNB with the reservation confirmation, complete address, reservation code HMXKTHFRZC, with a value of US$ 947.00, telephone number of the host to schedule the collection of keys and receipt of the payment already debited on the credit card, however, on 04/28/2023, 5 days before check in, I receive an email from AIRBNB saying that the reservation was canceled by the host and that the amount would be refunded to the card. I tried AIRBNB support both by phone and chat for a solution and the only thing they did was to stall me by sending suggestions for accommodations that were either in distant neighborhoods, or were just the room without a kitchen, or were just the room in an apartment shared or did not have availability for the dates that would be in town. Faced with the total lack of support from the platform, with more than 24 hours trying to get the platform to book another apartment or give me a voucher for the reservation and distressed by the lack of options due to the proximity of the date, I booked (booking code HM9PBD5ZQ3) another similar apartment on the AIRBNB platform with a value of US$ 1,596.00, on the same dates, with a kitchen, but in a distant and usually cheaper neighborhood, where I had to waste time and spend money to take the subway to my appointments that they were close to the place of the first reservation, obviously for a higher price, since it was 3 days before my arrival and I didn't want to sleep on the street. At the end of the stay, after checking out, I again contacted AIRBNB support for the refund of the difference paid in the amount of the reservation for the first apartment, unilaterally canceled for the second apartment rented in a hurry to have somewhere to sleep, and the answer was basically: we can't do anything about values. Now I ask, is this fair? Is this the security that the platform user has? You see, I booked 70 days in advance to avoid high prices, they canceled my reservation and are not responsible for the new reservation, even after so many contacts and requests for help? This is not fair to me, since if I canceled less than 7 days in advance, I would incur very high fines, which is correct, because the owner could no longer rent and the same should happen to the guest, if the owner cancels, he or the platform that pays the difference in values to rent a similar one. I want as a refund the difference paid for the first reservation to the second reservation, the total amount US$ 680,00, if is not possible solve friendly, I will look for help on justice.
James
Hung up on me banned for life due to a retaliatory allegation they failed to investigate
Guest knowingly laid false allegation claiming I had video camera which in actuality was a momento adorned to a piece of walk art a lid from the last gift my mom gave who has passed away a cologne bottle lid. She threatened to report me and claimed it illegal in in the face of factual truth and evidence it posed no rush or harm. She first claimed it was because my bathroom was not compatible left with no communication. I had addressed this concern some ten days prior stemming from a question she asked about the bathroom wanting to know if it's pvt. I only have one it is shared. I suggested she find another listing better suited to fit her needs and stated if she cancelled I would fully refund however that was written in the context that there was still a large enough window had she done this I very well would have found another booking. She did not respond. She arrived on check in date aome week later and then did exactly what I had foresaw all along and left claiming the bathroom as why. She had taken my keys so upon returning after being informed she was on the hook for cancellation charges was then when she made this alleged claim I quickly dispelled in which she instead of apologizing for got angry and mad and started threatening to have me reported. She did just that and I was punished severely for doing nothing but trying to accomodate a crazy guest who failed to see I had already stuck my neck out for her once so she could correct a mistake she made in booking from failing to read my listing and he failed to even read the answer to her question that would have provided us both the best out and now 8m out of a means of earning money because airbnb banned me for life because they couldbt be bothered to ask 1 question or call me during the investigation and resorted to suspend me punish me and ban me for life over this ridiculous ordeal. Six months later still fighting to be heard and listened to. Finally pressing charges against the guest and airbnb just hung up ob me when I asked for her last name to provide to police report that I should have filed six months ago instead of trusting them
Vasile
Resolved: Sat an vacața și vizita și plibare
Updated by user Apr 27, 2023
Company fixed the issue and I have been provided with discount on future orders.
Original review Apr 27, 2023
Bna mă duc an vizita și plibare cu soțadică eu sa vizitam Orasu si sa ne plimbam suntem un cuplu vrem sa ne plimbăm să mâncăm suntem în vizită și vizităm orașele din Scoția și din agliea ne placi vacată.vrem să ne plimbăm prin toate orașele suntem în vacanță și să ne bucurăm de orașe.
Mary
Complications on my trip
Im very disappointed in my stay with Air b and b in Cabo. The listing noted air-conditioning but it was actually broken, which made it hot and hard to sleep. I asked for fans in the house said they didnt have any to give us. The maintenance people told me they would have the air conditioner fixed by the weekend. The host put in portable air conditioners, which was thoughtful but they leaked all over the floors and had to be cleaned up daily. The portable air conditioners had to be vented through the window and it left us feeling completely unsafe because the window was unsecured. Anyone could easily push open the window and climb inside. Im a single mom with two girls and with another mom. We had no men on this trip to protect us. We felt unsafe and this kept us awake at night. One of the most important things if youre traveling as a female is to feel safe. We had three sets of maintenance guys in an out of our apartment, trying to fix the air and they were unsuccessful. I had money missing from the room during this trip. The one wall unit air conditioner that they got working made intermittent noise. When I contacted the host initially he was very responsive. But, when I contacted him about my concerns about, the noisy wall unit and the leaking units and safety concern he didnt reply for an hour 24 hours. I had to contact Airbnb to get him to respond. Then when he did respond, he told me the building had 24 seven security. Clearly, hes a man and he doesnt know what its like to be a female, scared, and a different environment and no ones helping you. He should have been more responsive specifically to our safety! He did nothing to secure the window and make us feel safe. He offered to let us get a refund for the final two nights, but I couldnt find another place to stay, and Air B And never called me back after numerous calls. Offering to pay me back for two nights that we didnt use in no way remedies issue.That doesnt pay to make up for the lack of sleep and stress that the trip caused. It made me so anxious to experience this. I made numerous calls to Airbnb and no one followed up to move us. I spent hours looking for another location and even inquired about a few but nothing was open in my price range. I even had to pack everything up and have it ready to leave at a moments notice. I was told Air B And we would help find us a safe location. I posted about my experience and others told me air b and b would help get us moved but no one followed up with he and called me back. Every customer service rep was very kind and listened. I feel bad. I actually cried on the phone to him several times and they were very kind. It was frustrating that no one followed through and it made me feel uncared for care fir and unsafe. Because we didnt feel safe we didnt sleep and it was not a resting or relaxing/renewing time. It made me very sad that I saved a lot for this trip and it was such a disaster. Part of a good vacation is being able to rest, relax and enjoy yourself. Ive been anxious, on edge and liking sleep, because of feeling unsafe, Im completely exhausted and Im looking forward to getting home and sleeping in a safe environment so I can rest and recover.
Kocho
Resolved: Scammers rip offs false advertisement
Updated by user Dec 24, 2022
Company fixed the issue and I have been provided with full refund. Immediately after making a report here and to the California Attorney General's office along with the BBB they gave me a full refund.
Original review Dec 12, 2022
So November 6th of this year my partner and I went to rent a place it was listed as we have the entire unit to ourself. As I've become very disenchanted with the hotel industry. I figured Airbnb would be a better bet which it is if you're a single person by yourself however if you're there two people and you have a service animal the prices that some of these hosts are charging is absolutely outrageous because there's no governing body or no oversight as to what these people can do it's an individual choice so they might have the room listed for say $65 but then when you tack on all their cleaning fees and ridiculous fees that they put on there just to put on there it could run you about 2007 a night. One place for one room it cost more than staying at a resort. The whole point of the Airbnb is to have a place that provides bed and breakfast which none of them do and also a place that is a lot cheaper than a hotel that's why people usually choose airbnbs but these people are just going crazy with their prices. in addition we have a service animal and if you have any type of animal it seems to be non-existent to be able to find anywhere that will accept your animal which makes things even more difficult there seems to be some sort of bias with that. Then you have what happened with me scammers. People who are renting an apartment that should not be running an Airbnb out of it by law but are doing so anyways and they're listing the place as to their self however we get there there's no furniture. The plants have not been watered in weeks they seem to be dying there's a fine layer of dust like nobody is occupied the place there was another room that had a couch television and a computer and someone's medications as well as food in the fridge. Didn't think nothing up until at midnight a guy comes walking through the door unexpectedly needless to say it ruined our experience and I've been in a battle with Airbnb for the last month trying to get my my refund which was promised me. But every day I'm getting a different runaround at different story one day they're telling me it's been processed and it's on its way the next day I'm getting a message from some other person saying that I filed a fraudulent transaction but they don't bother to explain what that means. I was very impressed with them up until recently but it seems like they're trying to just not give me my refund. Not happy
Stephanie
Airbnb issue
Original review Dec 11, 2022
After my airbnb apartment was broken in to, I contacted airbnb immediately. I was assured that I would be getting a credit for 3 nights at $325/night for somewhere else TWICE which I thought was $325 for the whole stay somewhere else. Someone reminded me it could be $325/night, not for the entire stay. After beinging told this, I asked if I could use the credit for the next stay after the current one I had booked following the break in. After someone told me yes it could be done TWICE, someone contacted me to tell me that the people who told me $325/night and it could be for the following stay were misinformed, they told me the taxi right from the airbnb could have been covered for up to $100. It would have been good to know that before I spent $105 for the taxi and didn't get a receipt because I didn't know I'd need it. I'm pretty sure it cost that much because of the hour (it was almost 11pm). I have talked to the person who told me all of this many times and just given the run around even after I told them multiple times that I needed to talk to someone higher up than them, they just told me they talked to their supervisor who agreed with what they said. I told them many times that I have already booked a hotel that was almost at the rate they had assured me my credit would be for, and that I cannot afford the hotel I booked and did not chose an option to cancel it because I didn't think this would happen. They just repeatedly told me their "policy" of only covering what I had payed for the original airbnb and were not concerned that I couldn't afford what they told me they covered originally. (the $325/night) Up until this situation, airbnb was very accommodating. And reassured me everything would be ok and they would pay for another hotel. After leaving a public review for the host, they decided to drag me through the mud to cover their butt, saying I was a horrible guest and I was not responding to their messages and left the kitchen a mess, when truly I left a few dishes out and I wasn't going to stay long enough to clean them after someone broke in and I wanted to leave IMMEDIATELY. And there IS someone (not the host) who comes to clean the place when I am gone, it was not communicated to me that I was responsible for cleaning the kitchen.They also said I was disrespectful and communicated poorly, and that I ACCUSED them of breaking in and taking things, when I just ASKED if someone came in while I was gone. The host only told me they could only have someone come the next day to fix the door and seemed unconcerned. I have never had anyone give me a poor review up until this stay and I have always communicated well and respected every host and their places.