airbnb.com Reviews

Name: airbnb.com
Rating: 3.63

3.6 Rating 35 Reviews

66 %

of reviewers recommend airbnb.com

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3.6

Based on 35 reviews

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airbnb.com 2 star review on 14th December 2016

Carol

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

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Posted 3 months ago

“Short review: One of the worst experiences I had with customer services. Basically, the customer service of Airbnb gave us (what it turned out to be) wrong information about their policy (which were shared through their chat and saved by us into a PDF). Once we booked our reservation based on the wrong information received, Airbnb decided that we had to stick to a different understanding of their policy. We tried everything (calls, emails, new tickets, escalate to managers) to no avail. Eventually, we had to stick with the reservation and we are now considering what to do with the remaining days. Moreover, bear in mind that if you need to cancel your reservation, the calculation of how much you have to pay will not be what you would have paid for the subsequent 30 days. Overall, it's like dealing with scammers and expect they will respect what they say. Save yourself time, money, and headaches...if you can, go for another broker or hotels. Longer review: We went to Santiago (Chile) and we booked an entire place through Airbnb for 15 days. As we needed to stay in Santiago for several months, we decided to find another place throuhg Airbnb, this time long-term. In fact, several friends told us that Airbnb is 'the platform' used in Santiago for renting places to tourists. Nevertheless, we wanted some warranties before booking a place for the entire period. We started contacting people to ask for information about their apartments and, in parallel, we contacted Airbnb to double check our understanding of their policy for long-term rentals before going ahead with the reservation. Here is where problems started. Airbnb told us that, as we were renting a place for such a long period, we were entitled to change the dates of our reservation at our liking. We were a bit surprised about that but, unfortunately, we could not find any additional information on the website. We called Airbnb customer service again and we confirmed again that what they said was true. At that point, we had a transcript of the chat (which we saved in a PDF...just in case) and two calls to the customer service. We needed a place as time was running out and so we reserved a place. As soon as we entered the apartment, we realised that the apartment wasn't right for us. Plus, it was very dirty and pictures were taken many years before, showing a place that was in much better shape than in reality. Fortunately, we were very careful and we triple checked the policy and our rights before reserving the place. We called Airbnb within 24 hours we entered the new place and we told them that we wanted to change our reservation. The Airbnb ambassador who responded to our case told us that this was not possible and that we needed to find an agreement with the host before going ahead. We shared with them that that was NOT what they told us a couple of days earlier. The ambassador checked the other chat and agreed that the information we had been given was not right. We then shared with Airbnb that the place was very dirty, many things were broken and pictures didn't reflect the current state of the apartment. But at this point, Airbnb just stopped caring for us (once they have your money, their services are over). Every time we called, a new ambassador needed to review the case from scratch (which took hours every time). They never proceeded to offering a solution and simply passed the case to someone else each time. Then, contrasting information were shared by different ambassadors. We ended up escalating the case to a manager (we had to asked explicitly and insist). Even the manager confirmed that the initial ambassador made a mistake but Airbnb cannot do anything when their customer service shares wrong information. They didn't offer any partial refund or tried to put things right. They didn't even offer to refund cleaning fees (which, anyway, were minimal). They kept referring to their policy so we asked multiple times to see a document outlining their policies. However, all we constantly got was a copy and paste message from their website, which is very unclear, leaving them space to interpret it as they wish (even though, when telling us what we could or could not do, they kept referring to their policy and the contract we had signed by reserving the place). Basically, they can sell you thin air and then it's your problem to make it work. That's what we did, we ended up cleaning the apartment and fixing the broken things. We're now considering to cancel the reservation, and probably lose some money, as Airbnb is not of any help. I wish we would have looked at their reviews before even considering using their services. I hope this, and all the other negative reviews, help others make an informed choice when booking with Airbnb.”

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Posted 1 year ago

“Sooo easy to use and book, and even easier to save money for an over-night stay”

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Posted 2 years ago

“Should list the total fee during searches ($179 cleaning fee for a single night?). Will not use this site until it lists prices ethically.”

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Posted 2 years ago

“I booked somewhere in London. Arrived at the property. Contacted host EIGHT times by message, phone call and Airbnb messaging. No reply. Had to find a new place to stay at night, alone, in London. Airbnb can’t contact him either. But because I didn’t phone Airbnb that night my money has gone AND I am not the first person, the host has done this to. Will they remove him from their site as they can’t get hold of him either? No! Will they refund their part of my payment? Again no! Never use these people please. The fact that wother sites are fully booked well in advance and these guys are not says it all.”

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Posted 3 years ago

“There were problems with the booking, but tech support resolved it quickly enough, so the experience is not ruined, thank you”

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Posted 3 years ago

“Website went down when booking, came back up and booked again, no confirmation of booking. Then two bookings two payments taken. Complained to Airbnb but their overseas call centre staffed by people with insufficient command of the English language to understand. I sorted the problem direct with the owner swiftly and amicably. Airbnb then claimed to have resolved the problem themselves, I complained saying their website was useless, I was accused twice of using “profanities”! My complaint was closed twice without resolution. Avoid Airbnb at all costs. They ignored me to the extreme so I have contacted their CEO, Brian Chesky. Nothing so far,”

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Posted 3 years ago

“Found the perfect cottage in the heart of the Peak District. Periwinkle Cottage in Great Longstone was excellent.”

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Posted 3 years ago

“Love the app. Amazing experience and so helpful.”

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Posted 3 years ago

“super cool, I love it”

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Posted 3 years ago

“Very dedicated service and always very helpful when needed”

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Posted 4 years ago

“We used Airbnb for the first time and booked a villa for 29/02/2020-14/03/2020 but due to the coronavirus we decided not to travel as our 3-year-old son had a slight cough and a cold and we were worried about him potentially catching it. So, we had to cancel like any loving and caring parent would to ensure our young child was not put at any unnecessary risk. We asked our host if we could change the dates and got a flat NO, so as we did ask very late in the day we asked if we could be refunded half our money back he also said NO, this would have meant a refund of over £900 and the host got to keep over £900 for a villa we never stayed at. So, we raised a dispute with Airbnb, and they were not interested in the slightest which was a complete shock and even more so as the last day of our holiday fell one night short of their cut off period for automatic refunds. We only ever asked Airbnb for half our money back as we did decide to cancel but only due to very exceptional circumstances which the CORONAVIRUS is. Airbnb were not interested one little bit and did not take into consideration the health of a 3-year-old child comes first before anything. I WOULD NEVER USE AIRBNB AGAIN they were completely unhelpful in such a worrying and uncertain time and did not care at all about a young childs health.”

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Posted 4 years ago

“HAS ANYONE SUED AIRBNB VIA THE UK SMALL CLAIMS COURT. Please let me know if you have and are willing to share. The measure of a good business is not how they react when things go well but how they respond when things go wrong. On that basis Airbnb are simply appalling. Brief details - booked for Porto in September. 30 or so minutes late arriving to meet host who had left a vm saying he would not be back for 3 1/2 hours to let us in, was now 6.30 pm at night. He refused to speak to by phone so we contacted Support. They promised a full refund so we could find somewhere else more welcoming to stay. Since being back in the UK they have refused to honour the agreement, refused to engage with my complaint, claimed it was a misunderstanding (that has cost me £650), refused to provide contact details for their CEO/MD in the UK etc. If they don't like what you are saying they simply refuse to respond and close the complaint down unanswered. To cap it all I then got wished a 'Happy Thanksgiving' by a Support agent who supposedly was based in the UK, as am I. When it works well it's fine but as so many other reviews show the risks if your booking does not go to plan are too high to make using this Company viable. When they were booking £25 a night spare rooms maybe so but they are now effectively a accommodation booking agent. Never again Airbnb.”

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Posted 5 years ago

“Dishonest company with its lack of transparency hidden fees!”

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Posted 5 years ago

“Terrible customer service will never use again.Place not clean when we arrived. Sent messages by email by phone took nearly two weeks to get to speak to agent to step in and remove malicious untrue feedback and refund fee”

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Posted 5 years ago

“I use them from time to time but find their fees too high”

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Posted 5 years ago

“looked on the website for the area we wanted to stay made one phone call and booked,”

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Posted 6 years ago

“Avoid if you could , I had very bad experience , booked a room through Airbnb , owner of room totally lied on phone after a long journey when reached to room , area looked very unsafe, place it self was mess and disgusting . It was mentioned in room there will be two beds , however on reaching found one bed with one dirty blanket , cupboard full of disgusting clothes and same was case with toilet. Straightway told to owner that I am not living here and he said to me he will refund my money I have proof in shape of text message. I cancelled the room wasted time and found another property with my guest and moved their. As I was new user Airbnb did not help and said why I did not do this or that even favoured room owner and I was not given back any money. https://www.airbnb.co.uk/users/show/141924492?user_flag_page=introduction Also see the review of Thomas in August but I did not get any money back people / properties like that should be banned So please avoid”

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Posted 6 years ago

“Great options, great hosts and rating systems”

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Posted 6 years ago

“Airbnb offers many optional homestay ,and i can choose the one i want by filtering conditions.”

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Posted 6 years ago

airbnb.com is rated 3.6 based on 35 reviews