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AirBnb, Do not stay here! Do not use AirBnb. Apt.#308, owners John and Cindy. Bugs, bugs, bugs! I know it’s the tropics, it’s to be expected, but when you can’t even make a sandwich on the counter without bugs getting to it is, disgusting. Small beetle type bugs everywhere, cockroaches (not dead, very much alive) in the apartment. The apartment had dated and worn furniture, broken drawers in the kitchen and the refrigerator leaked. This trip was a nightmare due to this particular #308. At $307 a night, I expect the advertised hot tub to work, I don’t expect a message 3 days in that I am using too much electricity and don’t use the A/C unless absolutely need, in 90-degree temperatures. Our Cannondale bike lock was cut and bike “removed” until I made a huge deal, then it was returned and told by management they had to move it because of a complaint. The pool is not heated, the railing at the stairs in the pool is dangerously loose, and the hot tub was drained and not working, we were told by tenants and groundkeeper, they planned on cementing the hot tub over. This is a deal breaker for me, the host did not mention there were ongoing issues with the dated hot tub and it had been out of service for some time. Be warned, if you try to enjoy your vacation and not report the hot tub within 72hours, you are going to have to fight with Airbnb since this host Refused to compensate for a non-working, advertised amenity. There is one A/C by the door, no A/C in either of the bedrooms. The host then added on additional cleaning fees, I won’t deny we a set left soiled sheets from one of the twin beds in the second bedroom. I offered to pay $50, for a set of twin sheets but refused the additional $200. cleaning fee as I had already left the condo better than found, with exception of the sheets found the morning of checkout. With a 10 am checkout I did not have time to launder the sheets as I was already busy with doing all of the laundry (sheets for the king bed, bathroom towels, kitchen towels and beach towels) and other cleaning the host had listed out. Do Not waste your money here, there are much better places, hassle and bug free on Maui!

AirBnb, Host canceled the day of our arrival and we received Zero Help From AirBnb – Will Never use AirBnb again! Never! I would give the Host (Listed on the site as Ventur Penthouse in Hollywood Beach, FL at the Hyde Resort) And AirBnb a Minus 10 rating if I could. The Host cancelled the day of our arrival while we were flying on the plane. We are a family of Six! When I called AirBnb Customer service, I was told by the customer service representative that she would find us a similar property and if it was more expensive, they would pay the difference And that our issue had been escalated to the highest level for response and resolution. It’s now been over 1 week, and we have yet to receive a call. I will Never use or recommend AirBnb for renting properties. I would suggest using VRBO, as my experience with VRBO has been stellar. Worst Experience Ever!

AirBnb, Customer service awful. Your global reps are awful. I am deleting my account and contacting the city manager Katheryn Berger to remove our corporate account with AirBnb.

AirBnb, No follow through from Support. Dear AirBnb Support Team, I hope this message finds you well. I’m writing to express my concerns regarding some recent experiences with your customer service and policies that have been both disappointing and frustrating. First, I have noticed a lack of follow-up from your team on information that has been provided. Despite clear communication on my part, updates or resolutions have either not been addressed or have been delayed without explanation. This lack of consistency and accountability diminishes confidence in the platform. Additionally, I’ve experienced instances where your team has initially confirmed the ability to provide certain solutions or accommodations, only to later backpedal on those commitments. This back-and-forth creates confusion and leaves users like me feeling unsupported. On January 2, I attempted to reach out to Josephine regarding an issue, but she did not reply to my messages. Each time I tried to call, I was connected to someone else who would assure me that they would leave a note for her to call me back. Despite these assurances, I never received a call or any direct response from Josephine, which left me feeling ignored and unsupported in resolving my concerns. Today, I reached out via the AirBnb chat feature at 12:28 PM, and I received an automated message stating: “Thanks for the message – you can expect a reply from AirBnb support within 5 minutes.” However, I did not receive a response until 2:29 PM, two hours later. When I finally received a reply, it merely reiterated the review process, which I already understand, but it failed to address the specific question I had asked. I reposted my original question due to this lack of clarity, and at 3:52 PM, I received another message stating that the guest had disputed the review and that Rithish would check the reason for its removal. As of this email, I still have not received an explanation for why the review was removed. How hard is it for you to simply tell a host the reason? Furthermore, I was not even notified that there was a problem with the review in the first place. The lack of communication and transparency is unacceptable. Another significant concern is that your platform imposes harsh consequences on hosts while offering little accountability for guests or your employees. For example, if I want to cancel my account, I would have to pay 10 percent of my nightly rate and cleaning fee. This makes it almost impossible to cancel without significant financial penalties, leaving hosts trapped. At the same time, guests seem to face minimal or no accountability for their actions, and there is little accountability for Airbnb employees who fail to respond in a timely or meaningful manner. Lastly, I am deeply concerned about your policy allowing guests to remove reviews without an appeal process. Reviews are an essential part of maintaining transparency and trust within the Airbnb community. Allowing reviews to be removed with no way for hosts to appeal or provide additional context undermines the integrity of the system and leaves hosts vulnerable to misuse or unfair representation.

I value the AirBnb platform and the opportunities it provides, but these issues have significantly impacted my experience. I kindly request that you address the following concerns: Improve response times and ensure that inquiries are fully addressed in your replies.

Provide accountability for team members, such as Josephine, who do not follow through on communication. Expedite the follow-up regarding the reason for the disputed review’s removal and provide a clear explanation immediately. Notify hosts proactively if there is a problem with a review, ensuring transparency and fairness.

Reevaluate the review removal policy to implement an appeal process that ensures fairness for hosts. Review your policies for account cancellation to make them more balanced and less punitive for hosts. Thank you for taking the time to read this email. I look forward to a prompt and meaningful response to these issues.

AirBnb, Nightmare Customer Service for a Host! I listed my vacation rental property with AirBnb three weeks ago and the customer service and senior advisors were a nightmare to deal with. Our tax ID info was never verified. I called multiple times and every time I would call the advisor( he or she) did not know anything! They would transfer me to someone else and they couldn’t help either. They would tell me the same thing every time I would call. I will never do business with this company as a host ever again! I do not recommend them to anyone who wishes to list their vacation property on a website! I have never used them to book a vacation rental so I can’t comment on that.