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Reviews 16,680 · Bad

TrustScore 1.5 How is this calculated?
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Reviews 16,680

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  • 5-star7%
  • 4-star3%
  • 3-star3%
  • 2-star5%
  • 1-star82%

Rachel B.

3 reviews · 🇬🇧 GB

Verified

Host cancelled nine days out, offered £30 credit

Booked a cottage in Cornwall five months ahead for my parents' anniversary. Host cancelled with nine days to go and everything comparable was now double the price. Airbnb sent an automated apology and a small credit that didn't come close to covering the difference. Spent two hours in chat being passed between agents.

Date of experience: Aug 6, 2026

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Reply from Airbnb

Hi Rachel, we're sorry your host cancelled so close to your trip. Host cancellations carry penalties on our side, and we've sent you a message to review the rebooking support you received.

Daniel K.

11 reviews · 🇩🇪 DE

Verified

Ten years of mostly great stays

I've used Airbnb across Europe and Japan since 2016 and the vast majority of stays have been exactly as pictured. Superhosts in particular have been brilliant about local tips and flexible check-in. The app is easy, the messaging works, and reading recent reviews carefully has kept me out of trouble.

Date of experience: Jul 20, 2026

Megan O.

1 review · 🇦🇺 AU

Verified

Damage claim with no evidence, still charged

Reported a wobbly door lock to the host on day one. After checkout they filed a claim saying we broke it. I rejected it with photos and our message history, yet Airbnb sided with the host and took the money anyway. Nobody would explain the reasoning. Feels like guests have no protection at all.

Date of experience: Jun 28, 2026

Chris L.

5 reviews · 🇨🇦 CA

Verified

Fees make the headline price meaningless

Nightly rate looked reasonable until checkout added a service fee, a cleaning fee and taxes that pushed the total up by nearly 40%. The flat itself was fine, just smaller than the photos suggested. I'd rather see the real price on the search page.

Date of experience: Jun 21, 2026

Priya N.

7 reviews · 🇺🇸 US

Invited

Support actually came through this time

Arrived to find no hot water. Host was slow so I called Airbnb and, to my surprise, an agent found us a similar place across town and covered the difference within about three hours. Not perfect, but a real person fixed a real problem, which is more than I expected from the reviews.

Date of experience: May 2, 2026

Tom F.

2 reviews · 🇺🇸 US

Verified

Cancelled within 20 minutes, no refund

Booked the wrong dates by mistake, cancelled inside twenty minutes, and was told the booking was non-refundable. The 'free cancellation for 24 hours' I'd read about apparently didn't apply. Chat bot loops, then an agent who just repeated the policy. Lost over 600 dollars for a typo.

Date of experience: Mar 24, 2026

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Reply from Airbnb

Hi Tom, cancellation terms are set by each host and shown before you confirm. We understand this was an honest mistake and have reached out directly to look at your options.

Sophie W.

9 reviews · 🇬🇧 GB

Verified

Great hosts, hopeless platform when things go wrong

Most stays have been lovely and I've met some genuinely kind hosts. But the one time a listing was dirty with a stained mattress, getting anything resolved was a marathon of scripted replies and a token 15% refund. Use it, but keep expectations of support low.

Date of experience: Jan 14, 2026

Andrew H.

4 reviews · 🇮🇪 IE

Invited

Perfect family villa in Portugal

Three families, one villa near Lagos, and it was exactly as listed right down to the pool toys. Host left a welcome basket and answered every message within minutes. Booking and payment were straightforward. We'll be back next summer.

Date of experience: Sep 20, 2025

About these reviews. TrustProof is an open platform: anyone with a genuine buying or service experience can write a review, and Airbnb cannot pay to remove or hide reviews. We use technology and human moderation to protect platform integrity, but we do not fact-check reviews. Each review is the opinion of its author. Learn how we keep reviews honest.

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