Airbnb Opiniones 

Deeply Disappointed in Airbnb’s Ethics and Accountability

I’ve used Airbnb for years, but my most recent experience has completely destroyed my trust in the platform. What was once a community-driven idea has turned into an opaque, profit-driven system that prioritizes hosts and revenue over guest safety, transparency, and fairness.

1. No Real Protection for Guests
Airbnb’s so-called “Guest Guarantee” is essentially meaningless when something goes wrong. Even when you provide screenshots, photographs, and public evidence of a host’s misconduct or inaccurate listings, Airbnb support does little more than issue scripted replies. There is no independent review process, no accountability, and no genuine investigation into serious complaints.

2. Misleading Listings and Hidden Reviews
The platform enables hosts to manipulate their listings through co-host accounts, effectively burying or hiding negative reviews. I discovered that older and recent complaints about my booking were only visible under an alternate profile of the same host. This creates a false sense of safety for guests who believe they are booking highly rated properties that are, in reality, plagued by consistent issues.

3. Unresponsive and Inconsistent Support
Airbnb’s customer service is shockingly unhelpful. Multiple agents give contradictory information, close cases prematurely, or simply stop replying once the host refuses cooperation. Guests are left paying for accommodations they no longer feel safe using, often weeks or months before their stay, with no way to escalate the matter.

4. Lack of Oversight and Local Compliance
Even when a host is under investigation by local authorities, Airbnb keeps the listing active. The company takes no responsibility for verifying compliance with city regulations, safety standards, or even basic decency. Their approach seems to be: “collect the commission first, deal with the fallout later.”

5. Disregard for Guest Well-Being
Airbnb markets itself as a “trusted community,” but there is no empathy or human care behind its operations anymore. The platform refuses to intervene in cases involving threats, harassment, or verified safety concerns unless you manage to generate public attention.

I no longer believe Airbnb is a safe or ethical platform for travelers. It has become a high-risk booking site with little transparency, no genuine recourse for victims, and an alarming disregard for accountability. Until they implement real safety checks, enforce compliance, and introduce independent dispute resolution, I recommend using regulated accommodations or local booking platforms instead.

Our booking was cancelled within 2 weeks of our visit. I had booked 3 months in advance, and 4 international air tickets. They took the balance of 50 % money on the Saturday and Tuesday sent a message - Your reservation has been cancelled. No explanation- left to me to follow up - they offered alternate accommodation- more than twice the price and in a completely different area!
Suffice to say I had to find accommodation which 2 weeks out is much more expensive and have to accommodate a disability as well, not easy and it cost me more money!! If the “booker” cancels you forfeit money - they just keep it but if the host cancels - bad luck. Will be using other platforms in future ..

Air BnB guests can cause significant damage to hosts houses and air BnB claim that a third party is not present to verify the damages and will reject claims. I am highly unimpressed by the actions of the company and more so have heard nothing but similar cases in just websites. Asking for lots of information and then excuses. Air BnB has changed my views of hosting and my views of the company and unfortunately I won’t be using them as a guest again m

They cancelled our booking!!!! We booked early for our Christmas holiday and without notice cancelled our booking. Two months before our departure. Due to this horrible inconvenience it made our search for a good rate near impossible due to being so close to Christmas. Shame on you to do to a family! Beware

Airbnb policy of not refunding account credit in any case is unjustifiable.
They keep customer money without interest and make money for themselves.
This policy is blackmailing and harassing the customer to spend only with them till credit is consumed.

Airbnb has become an automated, one-sided system that protects hosts and silences guests. Reviews are removed without explanation, even when they’re factual and backed by evidence. My own review was deleted, and when I appealed, I received copy-and-paste replies claiming a “specialist team” had reviewed it – clearly untrue.

When a host falsely accused me of damaging a TV, I had to involve a lawyer and send a formal legal letter just to avoid being charged for something I had video proof I didn’t do. There was no way to contact Airbnb directly to submit the lawyer’s statement – only automated forms and scripted responses.

I also once reported a safety concern through Airbnb messaging while travelling overseas without a working phone. I received an instant automated message saying the issue was “escalated,” yet no one actually replied for six hours. I waited two hours outside in the freezing cold before giving up. For a company responsible for traveller safety, that’s unacceptable.

Reading other complaints online, it’s clear this isn’t an isolated case – it’s systemic. Airbnb’s “support” is robotic, indifferent, and biased toward hosts. For a company that built its reputation on trust and community, it now feels like a faceless corporation with no accountability. Avoid Airbnb – your safety, fairness, and genuine feedback are not their priority.

As a host, i will never list my property with them again, i clearly stated all my facilities incl CCTV in common areas, thabk God i had this installed as the last guest's were the worst breaking dinner sets and glasswear, they then told me that i am ib the wrong. I urge all hosts on Airbnb find another platform as all they care about is their commission.

Airbnb changed a reservation in 30 minutes without my consent for a guest as we left towels in a dryer… approved and lost $700 as a HOST. Horrific experience.

After our first experience, we won’t be using Airbnb again. The platform is flawed and seems disproportionately biased in favor of hosts.

In our case, the host listed a property for rent during summer, but it was severely under-ventilated. With poor airflow, the temperature inside soared above 35°C, making it completely uninhabitable. We had no choice but to move to a hotel. Despite the circumstances, the host refused to issue a refund.

We were incredibly disappointed by both the property and Airbnb’s lack of support. Sadly, this was our first—and last—time using the service.

Absolutely stupid site unable to book, tried for half an hour. Gave up. Then tried to create new account same result. Went to help and get this I have to log on to get help to log on. (DUH) Site states will contact me via phone number. Never happened. Nor by email.

Booked the room and as soon as payment was made I received a message to say the amenities will be closed during outlr stay. I would never have booked if I had known this as I booked this place for the amenities. We couldn't cancel as we could only get our money back straight away if we booked through airbnb again other wise it was 5-7 days for money to go back on the card, so there was nor enough time once we checked in there was no bedding, and no towel we contacted the host and there was no answer, then contacted airbnb who got in touch with the host for them to advise that the cleaner would drop them around the next day!! Had to literally go the night with no bedding, had to sleep on top of a sofa bed with no sheet, no proper pillow except for dirty lounge pillows and no cover st all. I could not believe it. And now airbnb are ignoring my messages. Never ever again, what an awful service. I really hope this doesn't happen to other people.

Lol, the cleaning fee was higher than the "rent".

Back to hotels it is, then, mate.

I wouldn’t recommend booking Air bnb accommodation in Anna Bay, NSW Australia where some hosts enforce overly strict rules without clear communication

I am a host. It's over 2 months that they hold the payments of 3 bookings. The assistance is inefficient, inadequate, frustrating: they ask for a document that I sent them several times, and every time they ask for the same thing as if I didn't send it. I think this service is managed by A.I. But beyond them there is an Artificial Insanity. I say this because don't want to think to a worse reason: holding the money you manage on behalf of someone else in my country is a crime

On Mon 3/3/25 I accidently accepted a guest booking for THAT day, for a month long stay. Straight away I messaged the guest asking him to submit a change request for the future date I thought I was accepting. He didn't reply, & as the booking was for THAT day, I rang AirBNB to cancel the booking. AirBNB have a policy that if Owner cancels of day of stay, they charge owners account 50%. I asked Airbnb to waive this fee as the booking was only made a couple of hours earlier (& there was also a family emergency which I won't detail here). They refused to waive fee, charged me $4k, despite the guest not having paid any $ yet & despite booking only being made 2 hrs earlier. Pretty scary if you make this mistake. Will remove my listing from AirBnb.

After my recent SHOCKING and UNFAIR experience with Airbnb I strongly advise caution if booking with them, but if you do choose to book with Airbnb, please protect yourself: PHOTOGRAPH EVERYTHING upon ARRIVAL and DEPARTURE to avoid false accusations. Otherwise, you may find yourself in my situation—paying for claims made by a host that you never caused, with no recourse.
I was wrongly accused of damaging a sofa bed and stealing childrens toys (my children are adults). Claims conveniently made by the host on the last day it is possible to leave a review on airbnb. The host had made no attempt to contact me at any time even though she had my mobile number and we had communicated about problems with the accomodation during my stay.

Despite my clear denial, and without a shred of evidence, Airbnb still went ahead and charged me a significant sum even after I expressly stated in writing I did not authorise them to deduct any funds from my account and no explanation provided from the review to her claim that addressed any of the lengthy details I had to provide that clearly detailed events that raised questions over the authenticity of the claim made by the host.

I never authorisd them to keep my credit card details, yet they withdrew the money anyway. When I requested a review, they dismissed my concerns, stating I had "no proof" I didn't do it—an impossible standard to meet for something that NEVER HAPPENED. Meanwhile, the Host also had no proof and the property was booked by other guests immediately after my stay.

Why pay $100 for a nice hotel room when you can pay $100 for an ugly room in Airbnb instead!
The customer service is also awful.
You can feel in every bit of the Airbnb experience they only care about money.

ADDRESS OF SAFETY CONCERN:
239 ANNETTS PDE, MOSSY POINT NSW 2537

I just reported to Airbnb that the owner of the house we were renting (239 Annetts Pde, Mossy Point) entered the property without permission asking to come inside and look for something.

Airbnb's repsonse was unless you can prove he entered the property there is nothing they can do.

What an appauling response from Airbnb as he ruined our holiday, got away with it and will now think he can do this to other guests.

Totally Disappointed with Airbnb – No Refund Despite Not Staying

We’re a family with three small kids, on our one holiday of the year, and we feel completely scammed. We booked an entire property, but what we got was part of a property that wasn’t separated from the main house as promised.

We didn’t even stay at the property, yet Airbnb refuses to refund us, which makes no sense. The service has been horrible, with no meaningful support or resolution. This experience has completely destroyed our trust in Airbnb.

I was given an Airbnb gift card purchased in New Zealand for $500. When I tried to redeem it in Australia, where I reside, I received an error message stating, "This can only be redeemed in NZ."

I contacted Airbnb support and initially spoke with Muhammad, who assured me that the issue would be escalated to the relevant department so the gift card could be redeemed in Australia. However, he couldn’t provide a timeline for resolution, so I requested to speak with a supervisor.

The supervisor, Shahenssah, contradicted Muhammad and firmly stated that the gift card could only be used in NZ, with no possibility of it being redeemed elsewhere. When I asked for a refund, Shahenssah outright refused.

At the time the gift card was purchased in NZ, the purchaser was never informed that it could only be used there. This is clearly misleading and amounts to misrepresentation. Now, $500 has essentially gone down the drain.

This experience has left me incredibly frustrated and disappointed. I’ll never use Airbnb again. If you’re considering purchasing a gift card, beware of their restrictive and unclear policies.