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AirBnb
Unclaimed Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, AirBnb is facing severe trust issues from both guests and hosts. Customers consistently report unresolved payout delays, refusal to refund despite written confirmation, misleading property listings, and unresponsive support. Hosts describe months of withheld payouts and verification loops, while guests describe unsafe, dirty, or misrepresented accommodations with little recourse. The platform's complaint resolution and accountability are the most damaging weaknesses.
TrustIndex
1.9
Jul '25 - Jun '26
Based on recent customer reviews, AirBnb is facing severe trust issues from both guests and hosts. Customers consistently report unresolved payout delays, refusal to refund despite written confirmation, misleading property listings, and unresponsive support. Hosts describe months of withheld payouts and verification loops, while guests describe unsafe, dirty, or misrepresented accommodations with little recourse. The platform's complaint resolution and accountability are the most damaging weaknesses.
The most common complaint about AirBnb, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Complaint Resolution. Customers and hosts describe being ignored, passed between agents, and receiving scripted responses. Complaints are closed without resolution, escalations go unanswered, and hosts report endless messaging loops with no accountability when disputes arise.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
The Woodstock Wex Apartment trip, hosted by Perch Stays, proved superb: the apartment remained well-kept and located for ease. Departure occurred later than agreed, yet the cleaning crew exhibited care and welcomed guests with courtesy. Acclaim belongs to AirBnb for superb execution of the 2025 Summer Release—introducing AirBnb Services (such as private chefs, trainers, and massages), reimagined Experiences hosted by locals, and the redesigned app for cohesive booking of homes, services, and experiences.
1 reviews | Active since Jan 2020
The Woodstock Wex Apartment trip, hosted by Perch Stays, proved superb: the apartment remained well-kept and located for ease. Departure occurred later than agreed, yet the cleaning crew exhibited care and welcomed guests with courtesy. Acclaim belongs to AirBnb for superb execution of the 2025 Summer Release—introducing AirBnb Services (such as private chefs, trainers, and massages), reimagined Experiences hosted by locals, and the redesigned app for cohesive booking of homes, services, and experiences.
1 reviews | Active since Jan 2020
I have been a loyal guest with Airbnb for over a decade, consistently receiving positive reviews across all my stays. My most recent booking was a significant disappointment. The property had several serious issues, including a missing blind, a dirty bathroom, and the presence of ****roaches. I left a factual review documenting these problems and submitted photo evidence to Airbnb. As a result, Airbnb issued me a refund, which I understand as confirmation that my complaint was valid. I specifically warned Airbnb that the host might respond maliciously and was assured that the host had been flagged. Despite this, the host did not respond to Airbnb’s message. Instead, the host’s partner contacted me directly off-platform via phone at 10pm on a weekend, an action I found highly inappropriate and unprofessional. Following this, the host left me a review that commented on my character rather than my actual stay. This appears to violate Airbnb’s review policies, which state that reviews should be based on the guest’s behaviour during the stay and not used retaliatorily. When I requested evidence from Airbnb regarding the host’s claim that I was “rude,” no specific incidents related to my stay were provided. I have an excellent track record with only positive reviews over many years of using the platform. This experience has been deeply disappointing, especially given Airbnb’s handling of the situation and apparent failure to enforce its own policies consistently. Unfortunately, this has led me to decide that I will no longer use Airbnb for future bookings. The platform’s inability to protect guests from retaliatory behavior and off-platform harassment undermines trust in the service. Why the host’s retaliatory review was allowed to stand? No confirmation of any actions taken against the host for policy violations were provided.
1 reviews | Active since Jan 2020
I have been a loyal guest with Airbnb for over a decade, consistently receiving positive reviews across all my stays. My most recent booking was a significant disappointment. The property had several serious issues, including a missing blind, a dirty bathroom, and the presence of ****roaches. I left a factual review documenting these problems and submitted photo evidence to Airbnb. As a result, Airbnb issued me a refund, which I understand as confirmation that my complaint was valid. I specifically warned Airbnb that the host might respond maliciously and was assured that the host had been flagged. Despite this, the host did not respond to Airbnb’s message. Instead, the host’s partner contacted me directly off-platform via phone at 10pm on a weekend, an action I found highly inappropriate and unprofessional. Following this, the host left me a review that commented on my character rather than my actual stay. This appears to violate Airbnb’s review policies, which state that reviews should be based on the guest’s behaviour during the stay and not used retaliatorily. When I requested evidence from Airbnb regarding the host’s claim that I was “rude,” no specific incidents related to my stay were provided. I have an excellent track record with only positive reviews over many years of using the platform. This experience has been deeply disappointing, especially given Airbnb’s handling of the situation and apparent failure to enforce its own policies consistently. Unfortunately, this has led me to decide that I will no longer use Airbnb for future bookings. The platform’s inability to protect guests from retaliatory behavior and off-platform harassment undermines trust in the service. Why the host’s retaliatory review was allowed to stand? No confirmation of any actions taken against the host for policy violations were provided.
1 reviews | Active since Jan 2020
Airbnb supposedly have review policies and a host may request a review to be removed if it is not according to policy. This takes 24 to 48 hours. A guest in retaliation to a late check-out fee wrote a terrible derogatory review. This has not been addressed, even after more than 60 hours. I can no longer trust a platform which allows its host to be bul**** by guests and which allows defamatory content on its public platforms.
1 reviews | Active since Jan 2020
Airbnb supposedly have review policies and a host may request a review to be removed if it is not according to policy. This takes 24 to 48 hours. A guest in retaliation to a late check-out fee wrote a terrible derogatory review. This has not been addressed, even after more than 60 hours. I can no longer trust a platform which allows its host to be bul**** by guests and which allows defamatory content on its public platforms.
1 reviews | Active since Jan 2020
I have been listed with airbnb for a few years now. Since December I am not receiving any payment for quests who have come and gone. Getting hold of somebody to help is a useless task. I have loaded a few payment methods but still no money. Time to stop doing bussiness with airbnb
1 reviews | Active since Jan 2020
I have been listed with airbnb for a few years now. Since December I am not receiving any payment for quests who have come and gone. Getting hold of somebody to help is a useless task. I have loaded a few payment methods but still no money. Time to stop doing bussiness with airbnb
1 reviews | Active since Jan 2020
We are hugely disappointed to discover that Airbnb favours the word of an untruthful guest over that of the host, regardless of video evidence shared proving the contrary. A guest who missed our check-in window accused us of being "immediately rude, intimidating, and aggressive" upon his arrival; failing to mention that it was, in fact, he who arrived visibly angry and discourteously abrupt after he had inconvenienced himself and us through his own lack of clear communication regarding his check-in requirements. As a guest house with a strong track record for consistently excellent hospitality across multiple hospitality platforms, we felt neither heard nor seen, nor protected and partnered by Airbnb. It is not unreasonable to expect mutual respect and common courtesy to be the minimum standard of interaction between all parties. In well over 2000 public reviews with a 4.9/5 score average, we have received 1/5 scores only twice. And it comes as no surprise that on both those rare occasions, it was after we addressed the unacceptably rude and disrespectful behaviour of these customers. If that's the price we have to pay for advocating mutual respect, then we'll wear it as our badge of honour.
1 reviews | Active since Jan 2020
We are hugely disappointed to discover that Airbnb favours the word of an untruthful guest over that of the host, regardless of video evidence shared proving the contrary. A guest who missed our check-in window accused us of being "immediately rude, intimidating, and aggressive" upon his arrival; failing to mention that it was, in fact, he who arrived visibly angry and discourteously abrupt after he had inconvenienced himself and us through his own lack of clear communication regarding his check-in requirements. As a guest house with a strong track record for consistently excellent hospitality across multiple hospitality platforms, we felt neither heard nor seen, nor protected and partnered by Airbnb. It is not unreasonable to expect mutual respect and common courtesy to be the minimum standard of interaction between all parties. In well over 2000 public reviews with a 4.9/5 score average, we have received 1/5 scores only twice. And it comes as no surprise that on both those rare occasions, it was after we addressed the unacceptably rude and disrespectful behaviour of these customers. If that's the price we have to pay for advocating mutual respect, then we'll wear it as our badge of honour.
1 reviews | Active since Jan 2020
This company has no respect or care for its custmors. I booked and paid in full for a birthday trip (R10K). Theerafter was informed that the property wasnt availble. I request a refund - was told I would only get 4k back. I am a hard working mom, this was something that I was saving to pay for, for my family. I was then questioned why I had canceled - meanwhile I was told by the host that there was a "system glitch" ie. taking a better booking. It has been almost a month and I have yet to see the refund. I have had to take out a loan becasue how do I tell my 4 year old who is so excited about this holiday weekend that it isnt going to happen. AirBnb have confirmed that they have refunded me ......still waiting. Do not use!
1 reviews | Active since Jan 2020
This company has no respect or care for its custmors. I booked and paid in full for a birthday trip (R10K). Theerafter was informed that the property wasnt availble. I request a refund - was told I would only get 4k back. I am a hard working mom, this was something that I was saving to pay for, for my family. I was then questioned why I had canceled - meanwhile I was told by the host that there was a "system glitch" ie. taking a better booking. It has been almost a month and I have yet to see the refund. I have had to take out a loan becasue how do I tell my 4 year old who is so excited about this holiday weekend that it isnt going to happen. AirBnb have confirmed that they have refunded me ......still waiting. Do not use!
1 reviews | Active since Jan 2020
I would like to formally raise a complaint about a deeply disappointing and distressing experience I had with Airbnb. I invited my family over for the previous Christmas holiday and booked an Airbnb accommodation, trusting that what was advertised on the website would reflect reality. Unfortunately, what we found upon arrival was completely unacceptable. The house was dirty, and many of the amenities were unusable. We were a family of 13 people, yet we were only given 3 rooms to share which was later increased to 4 after several phone call exchanges.This was extremely inconvenient and far below what we had paid for. Considering the significant amount of money spent on this accommodation, the conditions were not only disappointing but unacceptable. I initially approached the property owner, who refused to offer any form of reimbur*****t or resolution. I then escalated the matter to Airbnb, hoping for support. However, the experience with their customer service was equally frustrating. I was passed from one consultant to another, and each time I had to repeat my case from the beginning. Despite submitting video evidence and clearly outlining my concerns, no meaningful action was taken. Eventually, I was informed that the property owner had refused to compensate, and Airbnb simply closed the matter without any further communication. I never heard from them again. My concern is this: I am Airbnb’s client. I discovered and trusted this property through their platform, believing they had conducted proper due diligence. Clearly, this was not the case. The conditions of the property were not only disappointing but posed a potential health risk. Our entire holiday was ruined, and the money we spent was completely wasted. I had avoided using Booking.com in the past, but choosing Airbnb turned out to be a regrettable mistake. It appears that Airbnb does not prioritize its customers once payment has been made. If you are going to run a business, do so with integrity. Unfortunately, this is an area where Airbnb has failed. I am extremely disappointed and will be sharing my experience so others are aware. This ordeal has caused unnecessary stress, and based on this experience, Airbnb is simply not worth it.
1 reviews | Active since Jan 2020
I would like to formally raise a complaint about a deeply disappointing and distressing experience I had with Airbnb. I invited my family over for the previous Christmas holiday and booked an Airbnb accommodation, trusting that what was advertised on the website would reflect reality. Unfortunately, what we found upon arrival was completely unacceptable. The house was dirty, and many of the amenities were unusable. We were a family of 13 people, yet we were only given 3 rooms to share which was later increased to 4 after several phone call exchanges.This was extremely inconvenient and far below what we had paid for. Considering the significant amount of money spent on this accommodation, the conditions were not only disappointing but unacceptable. I initially approached the property owner, who refused to offer any form of reimbur*****t or resolution. I then escalated the matter to Airbnb, hoping for support. However, the experience with their customer service was equally frustrating. I was passed from one consultant to another, and each time I had to repeat my case from the beginning. Despite submitting video evidence and clearly outlining my concerns, no meaningful action was taken. Eventually, I was informed that the property owner had refused to compensate, and Airbnb simply closed the matter without any further communication. I never heard from them again. My concern is this: I am Airbnb’s client. I discovered and trusted this property through their platform, believing they had conducted proper due diligence. Clearly, this was not the case. The conditions of the property were not only disappointing but posed a potential health risk. Our entire holiday was ruined, and the money we spent was completely wasted. I had avoided using Booking.com in the past, but choosing Airbnb turned out to be a regrettable mistake. It appears that Airbnb does not prioritize its customers once payment has been made. If you are going to run a business, do so with integrity. Unfortunately, this is an area where Airbnb has failed. I am extremely disappointed and will be sharing my experience so others are aware. This ordeal has caused unnecessary stress, and based on this experience, Airbnb is simply not worth it.
AirBnb has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 68 reviews in the last 12 months. Hellopeter has tracked AirBnb across 582 total reviews. How is the TrustIndex calculated? →