Add to the List of Reasons Why Airbnb Sucks

This isn’t a very exciting story, but add it to the list of complaints about this rotten company. Here is a letter that I wrote to Airbnb this morning:

I made a reservation this morning for a trip with Airbnb. I have been an Airbnb customer for a long time, and a host for almost as long. I was looking for properties that were not Instant Book, and thought I had submitted a request to just such a place. My request was approved before I expected though, just as I was in the process of booking a different place and cancelling the first request. I cannot cancel this new reservation myself without incurring fees.

I called customer service and of course due to your famously abysmal customer service, the rep couldn’t help me, and couldn’t even tell me when a representative might be able to help me. This is a problem that needs to be fixed immediately; it just can’t wait a day or two for a rep to get back in touch with me. Now I am in effect stuck with a reservation that I don’t want, and this host is stuck with a bunch of guests who are very unhappy to be heading to his place. This is a horrible situation for everyone.

My point is that as with anything related to travel, like airline tickets or hotel rooms, there must be a penalty-free grace period after a booking in which to cancel. Even if it is just a few hours, like it is with most airlines. I would suggest that you add this to your service. I must say though that even if you do add this grace period, it will be too late for me.

I have been increasingly unhappy with Airbnb for a couple of years now, it’s very clear that you prioritize your profit over the experience or safety of your hosts and guests, and while I appreciate the fine human exchanges that sometimes come with hosting and guesting with Airbnb, what I now appreciate are the nice people hosting and guesting despite the rotten treatment we all get from your company. I am at an end with you. But first I have to go stay in this house that I paid for and do not want.

Posted in Airbnb Host Stories and tagged , , , , , .


  1. Canceled within 5 minutes with host. Host kept $500 out of $587. Host gets to laugh at me, and Airbnb chooses not to do anything due to their strict policy. However, 5 minutes….. seriously!? Done with Airbnb. Don’t recommend it to anyone.

  2. I found out that a guest can sign up with Airbnb without having any real identification. A friend of mine signed up and was able to get on there as a guest without any id. Can you imagine what kind of a person can rent your house without being the right person. If you call Airbnb and tell them, they say they can not discriminate, However, all hotels ask for ID. I think Airbnb is walking down a slippery slope of hell

  3. I was a host on Airbnb for almost a year with a five star rating. The last guest I had did not show up until the forth day. When he showed up he destroyed my outside cameras and also destroyed my indoor locks. My maid drove by and stated that all the lights were on day and night. The electric finally tripped and when I spoke to the guy he cussed me out and threatened me. He claimed someone had gone in the house. I instructed him to call the police and he said he couldn’t but they took items. He then threatened me again. I stated I would call the police as it was obvious he was high. He left the house, and then reported that I kicked him out. I found a meth pipe and drugs in the home. Airbnb removed me from the site without even hearing my side of the story. A girl named Isabella was rude and hateful to me saying I did not say had cameras when it was on there as plain as day. She removed my listing before I could prove I had cameras. This place did not even verify that this person was 17.

  4. Airbnb customer service is a total joke. This is the first time I used them and it will be the last. They will never be able to replace the service you get from a REAL hotel or rental agency. I tried calling the owner of the unit and had to leave a voicemail. They called back over an hour later. The unit had no towels as described and after many hours in the car and an irritated group it ruined my trip. Plus the description of the unit doesn’t tell you that the gym and pool are 2 freakin blocks away. Again, first and last time I use this service. It sucks and so does the unit. Pictures didn’t show the water damaged kitchen cabinets either. I will be disputing the rental charges on my credit card.

  5. I was trying to see if airbnb will will work for me for a 20 day stay in europe.
    I decided completely against it not because of the negative feedbacks but because of the uncivilised replies the feedback gets.
    Most negative reviews are.immediately scoured with a set of completely rude ,unprofessional and downright uncivilised replies which makes me think i surely dont want to be in the league of the kind of people who support airbnb.
    And i guess i would also get the same uncivilised replies now.?

  6. So basically you booked a bunch of places at once and somehow that’s Airbnb’s fault and their customer service “sucks”.

    You should also take courses in personal responsibility and how not to be an idiot.

  7. Why did you send a Booking Request if you were not sure you wanted to book?
    You should have sent a Booking Inquiry via the Contact Host links.

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