Airbnb is rated "Bad" with 1.3 / 5 on Trustpilot

Place we rented had prior damage, mold and both live/dead bugs on arrival. None of which was pictured on listing photos. Listing photos were all photoshopped and misleading about the state of this room. We immediately left the property and rebooked another local place. Airbnb refused to activate their "Aircover" for guests and refused to fully refund us. I feel like the whole thing is a big lie to entice people into booking these slipshod rentals. My story is minor compared to experiences I've read from others.

Definitely sticking to resorts and hotels which provide much better service and consumer protection.

March 9, 2026

Unprompted review

March 1, 2026

Unprompted review

After 10 years of using and recomending airbnb, 73 acomodations booked through their service, I reached them for the first time in all these yeara to ask for help, because the landlord refused to accept me on their check-in time, a drug abuser land-lord who came out and threatened me with his huge pitbull, in a very remote place away from Torino.

When I reached for support they refused to find any solution for me and refused provide any help whatsoever. All they offered is 20% reimbursement of an accomodation, in case I’m able to find one.

I am writing this review to warn you fellow travelers that sadly, airbnb became extremely unsafe, more cold-hearted and greedy than any existing corporate in hospitality industry.

The junkie landlord is still on the platform, endangering any future guest with his unstable mental state and his pitbull, while the AirBnb so-called “ambassadors” were completely indiferent that i ended up in the streets without knowing wether i will find another accomodation.

Therefore it is way safer and apparently less expensive to book a normal hotel or booking coom accomodation.

March 7, 2026

Unprompted review

March 9, 2026

Unprompted review

March 9, 2026

Unprompted review

March 8, 2026

Unprompted review

My wife and I were hosts together until she passed away. The hosting could not be transferred to me. I lost everything we had worked for over so many years—we were even Superhosts. I was her husband, but no, the account had to go.

Several first-line support agents said this wouldn’t be a problem and that I could take over the account. When I asked the manager why their own support staff didn’t know the rules, I never received an answer. Arrogant.

No—the account had to be deleted. Don’t list your home on Airbnb.

March 8, 2026

Unprompted review

March 6, 2026

Unprompted review

As a professional real estate investor with a massive portfolio in Thailand, I am officially delisting my properties. Airbnb has become a playground for "refund hunters" and scammers.

The Reality: 80% of guests now attempt to fabricated stories or use fake photos to extort refunds. Despite clear evidence from our side, Airbnb consistently takes the guest's money and our profit, ignoring the host entirely. They have zero respect for the people who actually provide the inventory for their platform.

The Financials: It’s no surprise their stock is down 75%. They have lost the trust of professional hosts. We are moving our entire 300M THB portfolio to OTAs that actually act as partners. Airbnb is a scam-friendly platform that is headed straight for the ground. Avoid at all costs—both as a host and an investor.

March 8, 2026

Unprompted review

I used to like this app and service. N we have had some good experiences until this year.

Host cancelled 2nhranuntil arrival with a group of 9. Airbnb promises to pay thendofferentlcent9nrwbook us. B also Airbnb promises to find a comparable location. N they send us 1 and 2nbdrm options for in adults and a baby..... No amenity comparison or match.
They then cause us to cancel plans, find our own and only want to comp us $100 .
I told them they would charge me more if I cancelled with that short of notice.... Keep their promises. Bthwy refused and were very disrespectful and uncaring what theirnhost had caused andnhownthetnwete not helping the situation. I have been hung up onultiple times by their complaint dept. No have been promised to have a call back multiple times from an escalation specialist. It is now 3nweeks later and I have tried again. Some story. It is very difficult to get any satisfaction from this business. B they protect their hosts and are so large they don't care about us who pay the bills. I rented another property forn750 per night for our group.

Adios Airbnb. I will give you no more opportunity to ruin our family gatherings....

February 13, 2026

Unprompted review

March 7, 2026

Unprompted review

My family booked a three-night stay through Airbnb from December 26–29 at TV da Ribeira Nova 26, hosted by Ines.

On December 28, while we were not present at the property, the unit was entered without forced entry and approximately $2,000 worth of electronics were stolen. The perpetrators locked the property after leaving, indicating that they had legitimate access to a key.

After discovering the theft, we immediately filed a police report and opened a claim with Airbnb. During this process, the host, Ines, admitted that the locks had not been changed after a previous tenant had taken the key. This represents a clear failure to maintain basic safety standards for a short-term rental property.

My family was traveling with two small children, and the knowledge that unknown individuals potentially had unrestricted access to the property forced us to leave the accommodation one day early due to safety concerns.

Despite the host admitting that the locks were not changed after a missing key, Airbnb declined to hold the host accountable and denied our claim.

Additionally, after we left early for safety reasons, the host canceled our reservation, which prevented us from leaving a review warning future guests. When we asked Airbnb to reopen the reservation so we could leave an honest review, Airbnb refused.

December 28, 2025

Unprompted review

February 25, 2026

Unprompted review

Sharing a caution based on our experience at last year’s paris roubaix event:
Our large group had a serious incident overnight when the Airbnb we rented in Roubaix was forcibly broken into. Thieves stole multiple bikes, car keys, and other belongings. As a result, we missed the sportif and ended up spending the morning at the police station instead of on the course. Several other riders were there reporting similar incidents, including people who had been pulled off their bikes on the way to the buses.
Roubaix unfortunately has a reputation for high crime, and during the event the town centre has a noticeable police presence. Local police explained that organised groups specifically target the event, particularly accommodation with inadequate security. They also advised us that night‑time police response in some areas is limited.
For reference, our accommodation was at 202 Avenue des Nations Unies, Roubaix — a large multi‑room Airbnb. Police told us this particular road is known for safety issues. The front door was faulty, with an electronic lock that regularly failed, and the deadlock keypad code had not been changed. The host took no responsibility, refused to relocate us, and did not assist with insurance.

Airbnb then took the hosts side
After 6'montbs - and because the door was faulty managed to invalidate our own travel insurance.
Based on what we went through, I strongly recommend avoiding poorly secured accommodation in the town itself. If you stay in Roubaix, choose a hotel with proper security. We were moved to a hotel at the police's insistence which we had to sort out ourselves

April 6, 2025

Unprompted review

March 6, 2026

Unprompted review

March 6, 2026

Unprompted review

After having a really, really bad experience with Airbnb, I just out of curiosity came here to check to see if my assumption about the customer support is true.

Oh my god, this is the worst customer support and experience ever. Refund me my 1200 USD that i paid for your stupidity and wasting my time for 5 days.

March 1, 2026

Unprompted review

Airbnb failed to protect me after a host left a false, retaliatory review

I recently stayed at an Airbnb that was in a genuinely poor condition — dirty and unsafe enough that I had to contact Airbnb support during my stay and check out early. Airbnb investigated, confirmed the host had breached their cleanliness and safety policies, and issued me a partial refund.

Then the host left me a review full of lies.

I was accused of blackmail, theft, and leaving the room in bad condition. None of it is true. The 'blackmail' claim refers to me politely asking before arrival if dates could be changed — which I was told wasn't possible, and I confirmed I would stay regardless. The theft accusation is completely fabricated. As for the room condition — Airbnb's own team had already confirmed it was in breach of their standards before I even left.

I appealed to have the review removed on the grounds that it is retaliatory and factually false — both of which are supposed to be grounds for removal under Airbnb's own policy. The appeal was denied with no meaningful explanation.

Airbnb had all the evidence in their own support logs. They chose to side with a host who was already found to be in breach of their policies. The review remains on my profile.

I'm now escalating to an EU consumer protection authority and pursuing every avenue available to me. But I wanted to share this experience publicly so others know: if a host retaliates against you for making a legitimate complaint, Airbnb's review system offers very little real protection.

February 26, 2026

Unprompted review