App Store: What Users Actually Complain About

Users report unhelpful, unresponsive support that often takes the host's side.

“Airbnb Customer service is of no help. This is now the second time in a row that they have taken the host side.”

“Airbnb's help center is useless. Every communication with the support is painful”

“The worst customer service I've never experienced.”

Users face difficulties obtaining refunds, especially service fees, and experience last-minute cancellations.

“Airbnb would not refund me their already absurd service fees or even the tax money.”

“The host didn't let me know the reason and just canceled. I try contacting the host and he didn't respond.”

“Airbnb was keeping the $50 service fee even with free cancellation policy”

Listings often don't match photos and descriptions, with cleanliness and maintenance issues.

“The place was filthy, and falling apart. Covid was spiking, so I found it extremely uncomfortable.”

“The property was nothing less than a dump not at all what the photos showed”

“The pictures presented on the website weren't consistent with the actual rentals upon arrival.”

Users encounter fraudulent listings, stolen payment information, and booking scams.

“I had only used the app for maybe 5 min casually browsing.... and someone managed to steal my credit card info.”

“We booked a summer vacation back in November, only to find out we got scammed.”

Users experience account deactivations, booking system errors, and review system issues.

“They deactivated accounts for no reason. They say you'll receive a full refund and I have yet to see any of my money.”

“My account was deleted without my knowledge or consent and no explanation given”

“I tried booking a month ahead for ten guests and they blocked me from booking and I was told to 'try again in a few days'”

Users face unexpected fees, payment problems, and disputes over charges.

“The cleaning fees have been absolutely ridiculous on most of these rentals.”

“Airbnb requires payment in full but doesn't guarantee the property is as advertised”

“Host claimed damages of $850 over a tiny carpet stain.”