Airbnb Anmeldelser 97

Airbnb Cared More About Deadlines Than the Condition of the Property

I stayed at an Airbnb property in Chatswood, NSW and discovered multiple sanitation and maintenance issues during the stay, including visible mould growth, moisture-related deterioration and other signs that the property had not been properly maintained.

I documented the issues with photographs and later raised them with Airbnb.

What disappointed me most was not the property itself—it was Airbnb's handling of the complaint.

Rather than conducting a meaningful assessment of whether the accommodation met reasonable standards of cleanliness and habitability, Airbnb repeatedly relied on its internal 72-hour reporting policy. The discussion became almost entirely about when I reported the issue, not whether the property was actually suitable for guests.

I provided evidence, requested escalation several times, and spent weeks trying to obtain a proper review. My case was closed while I was still disputing the outcome and I received numerous responses that appeared scripted and failed to address the substance of the complaint.

The photographs showed conditions that appeared to have developed over a long period of time, yet Airbnb seemed unwilling to investigate beyond citing policy deadlines.

Consumers reasonably expect accommodation to be clean, hygienic and properly maintained. They also expect complaints to be assessed fairly on their merits.

In my experience, Airbnb failed on both counts.

If something goes wrong during your stay, don't assume Airbnb will fairly assess the actual condition of the property. My experience suggests that procedural rules may matter more than the underlying issue.

1/5.

Company engages in false and misleading conduct. I had a nightmare of a time dealing with a last minute cancelled Airbnb, needed to threaten legal action under consumer law to get help. Told me i could leave a review of host for cancelling last minute, then refused multiple request to send me transcript of call so i could verify this claim and then denied ever saying this was the case. Just get a hotel, do not use this company.

I have been a Superhost for a long time and always tried to provide excellent accommodation and support to my guests. Unfortunately, this recent experience with Airbnb support has been extremely disappointing.

A guest booked under one name, but someone else attempted to check in. Airbnb cancelled the booking due to this issue, meaning the guest never actually stayed at my property. Despite this, I still received a one-star review.

What made this even more concerning was that the guest sent threatening private messages stating they knew where I lived and threatening to come back and do something to me, my house, or my cars. I reported this multiple times to Airbnb and expected immediate support and removal of the review.

Instead, I was passed from one support agent to another. Some agents clearly told me the review should and would be removed, but then nothing happened. I had to reopen the case multiple times and repeatedly explain the same situation over and over again.

As a host, this leaves you feeling completely unsupported, even in serious situations involving threats and safety concerns. Looking online, I can see many other hosts expressing the same frustration with Airbnb support and inconsistent handling of cases.

Very disappointing experience. After this situation, I am seriously considering focusing more on other booking platforms instead of Airbnb.

Notified Air b&b of serious fire breaches and dangers in a property we used for a family holiday. Instead of appropriate response for smoke detectors covered in plastic and broken beds etc!!! Air b&b blamed us for being busy entertaining 4 small children and the rest of their family. Not chasing up air b&b and their ludicrous complaints process !!! And chasing the non English speaking owner!!!! WHAT A JOKE

After four years of hosting on Airbnb, we are strongly considering going elsewhere. Their support for hosts is terrible: responses are slow, generic, and nearly impossible to escalate. When problems arise—damages, cancellations, or difficult guests—you are left to handle everything on your own.

Airbnb also fails to flag risky guests, even when multiple hosts have reported issues, putting hosts at unnecessary risk. On top of that, they do not rectify unfair reviews—guests can give a 1-star rating even when they say overall the stay was great, and there’s nothing the host can do.

Hosts deserve timely, fair, and effective support, along with a system that actually protects us. Airbnb consistently fails to provide either.

Been a host with AirBnB since 2017 letting my one and only property (so, not a multi-property-owning landlord) and had several experiences where they have failed to step up and provide anything remotely like support when problems arise.

Case 1: In 2022 their flawed security processes let what turned out to be a serial non-paying frauster book the place. It took a year and tens of thousands in legal fees to get them evicted. AirBnB did nothing to admit any fault in letting people who even lied about their names book my place and did nothing to help deal with nor repay any losses.

Case 2: In 2026 bookers said they hadn't received access code when it had been sent five days prior in the same way as sent to scores of others over the past 8 years. Bookers cancel because they claim to have not received details and without getting any feedback from me, AirBnB cancelled the booking. I'm out of pocket despite doing the same things that have worked time and time and time again.

AirBnB make noises about hosts being "partners" and other catchy words and phrases but their actions don't back it up. They're all about shouting jingoisms and flash 'n' dash statements but when it comes to actually walking the walk and treating the suppliers of their revenue streams like they are valued partners... forget it. We are just suppliers of the core product to what comes across as an abusive broker.

Despite submitting video footage, photos, and evidence of the party that took place, including extra guests and violations of all rules, we have received no support, and our case has been closed without explanation. We reported the incident even before the party started when the bus pulled up, did everything we were asked by Airbnb, only communicated through their platform etc. As experienced hosts with eight years of experience and a rating of 4.9 stars, we are appalled that this company claims to support hosts while doing the complete opposite. From our experience, if a guest wants to party in your home, it will be allowed, and there's no recourse. Don't believe the rhetoric.

Cancellation policy can be clearer. Used to be a seamless experience but feels like it’s gone downhill over time. I would say they’ve made booking itself and finding places a lot easier but there’s annoying bits that leave a sour taste. Support team has also been terrible. Need to know what they can and cannot do.

Airbnb support staff guaranteeing something in writing completely contradicting the host. Support chat delaying responses to allow the refund to lapse. Unsafe environments. Airbnb support guaranteed there would be no wandering dogs going against the host who said her two XL dogs would "pop over" for a visit.
I made it clear this was unacceptable as our dog is highly reactive and fearful of other dogs. Myself and our dog missed out on the holiday. Ps. The dogs DID wander onto the property several times.

absolutely terrible and useless custormer support and service, completely trash.

I recently stayed at an Airbnb called “Byron Bliss Beach Cottage” in Byron Bay, Australia with three other guests for a two‑night booking and had a very disturbing experience.

Check‑in was delayed from 2 pm to 3 pm due to cleaning issues, without any apology or compensation. One BBQ was dirty and smelled of rancid oil, and the Weber gas grill barely worked, with flames only on a small part of the burner.

Much more serious were the privacy and security issues. The listing highlights outdoor showers in the front and back garden as a key feature, but in exactly these areas we had to assume we were being recorded. Only cameras facing the street outside the gates were visible, none in the garden itself. There was also a shed with opaque windows in the backyard where lights suddenly came on at night, which felt very unsettling, especially for my three female companions, and raised concerns about hidden surveillance.

When we raised these issues with the host (cameras, lack of privacy at the outdoor showers, dirty/defective BBQs), we were basically told to leave if we didn’t like it. The host explicitly promised a full refund if we checked out early. We left after the first of two nights based on that promise and had to book new accommodation at short notice. In the end, we only received a small fraction of what we paid.

Airbnb’s support closed the case even though their own policy says security cameras must not monitor areas where guests have a greater expectation of privacy, such as shower areas, and that hidden devices are not allowed. In our view, these rules were not enforced here, and the broken refund promise was not taken seriously.

This experience has severely damaged my trust in Airbnb’s ability to protect guests’ privacy and handle safety‑related complaints fairly.

1 STAR — 10 Years as a Host and This is How Airbnb Treats You

Airbnb's Smart Pricing tool priced my 2 bedroom fully equipped Bondi Beach apartment LOWER than a hostel bed shared with 6 backpackers. A 10% promotion for 5 star guests was also active on my listing without my knowledge, pushing the price down even further.

When I called Airbnb for help:
— The first ambassador couldn't tell if I was a host or a guest and couldn't access my account for 15 minutes
— The second refused to put me through to a supervisor
— The third spent over an hour on the phone before saying they couldn't help
— The supervisor told me Smart Pricing wasn't active — I have my payout breakdown proving it WAS, with a nightly rate adjustment of -$177.66
— The supervisor refused to give their name or a case number
— Airbnb refused to unblock my calendar despite their own tools causing this situation

After 10 years of loyalty this is how Airbnb treats their hosts. Reading from scripts, refusing to escalate, and leaving me with no choice but to personally ask my guest to cancel a booking that should never have existed at that price.

Airbnb used to be different. The support has completely collapsed. I am now escalating to Fair Trading NSW and the ACCC.

To every host reading this — check your Smart Pricing settings and check for any active promotions you didn't knowingly set. This can happen to any of us.

I have been a member of Airbnb for over 12 years . My reviews have been impeccable. Until I stayed with my family at a property in December 2025 where we encountered a series of negative incidents due to poorly maintained property.
The upsetting part was how Airbnb mismanaged the ensuing dispute between us and the property manager Airready .
After I mounted an appeal for them to remove a false and retaliatory review by Sally from Airready in accordance with their own guidelines in their policy , they agreed and removed it , then a day later they changed their mind and republished it and were unable to give me an explanation to back up their decision. Very dodgy practice which made me lose all trust and confidence in their company so I closed my account.

Tried to book accommodation that was identified as available but when I went to book it I got some error that my enquiry had expired or something like that. Attempted several times only to get the same message. Airbnb, bless them, still took out the $2,000 accommodation cost from my account nonetheless. Apparently I may have to wait 15 days to get it back. If only I had a business that could treat its customers with such contempt

I found Airbnb support difficult and distressing to deal with during a family medical emergency. My situation was handled in a very rigid, policy-focused way, with little empathy or meaningful investigation into the circumstances. As a first-time Airbnb user, I felt unsupported and blamed rather than helped. I hope Airbnb can improve how it supports vulnerable guests experiencing exceptional situations.

Had a clear extortion case, guest said if we provide money back he wont write a bad review, declined as this is supposed to be highly against air bnb policy (seems it must only be when it is the other way round) and air bnb and their AI specialised team have refused to remove the review, not sure how much more evidence can be provided. It has really dampened my experience with air bnb and after being a superhost for 2 years, I will be moving more of my business off the platform and onto other bookings sites. I cannot work with companies who cannot provide fair outcomes for both sides.

Avoid using this platform at ALL COSTS! They asked me to cancel a reservation for a refund, so I actually canceled it - then they said they can’t refund it because the host declined the refund, seriously,??? So unprofessional! Never using this platform of shady people ever again

Horrible support for hosts...illiterate staff lots of the times...policies they have they don't either understand or fail to enforce...unfair dealings

We had a terrible stay at a property in the central west of NSW, the home was so filthy it was a disgrace , the floors not vacuumed , cobwebs everywhere , the bathrooms have never seen bleach, the lounge had white stains everywhere ?????? light bulbs missing and a terrible fowl smell coming from the air conditioner and the out side decks and patio filthy, we complained three times to Airbnb and we have only heard crickets , a complete joke.

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.