App Store: What Users Actually Complain About

Users report unresponsive, incompetent, and biased customer support that often favors hosts over guests.

“Dealing with Air BnB customer service has been the worst experience I have had with any business/support team.”

“The incompetence of this company's staff is astonishing. After 5 years of booking, their customer support is the least h”

“Worst customer service I have ever experienced. Biased to the side of the host.”

Hosts frequently cancel reservations, fail to communicate properly, or provide fraudulent information.

“Host canceled reservation 5 days before vacation with no response”

“My host lied and claimed that my friends and I broke her air conditioning system and thermostat so she could charge us”

“One hour before check in the host canceled. We scrambled for hours trying to find somewhere to stay.”

Listed properties often don't match descriptions, photos, or cleanliness standards, leading to disappointing experiences.

“The bathroom had pink mold, the appliances were all dirty inside, and when I swifter the floor the swifter was black”

“The pictures presented on the website weren't consistent with the actual rentals upon arrival. The RV was beautiful but”

“falsely advertised their property. They claimed it was "beach and water front" and when we arrived we found it was neith”

Users face difficulties obtaining refunds for legitimate claims, with money often being held hostage or disputes unresolved.

“Airbnb did not refund any money for a situation that was out of my hands. We lost all the money that we had put into thi”

“Company held my money hostage when I did a refund as booking credit”

“We received half of the refund of $386 and my wife and her friends have lost the other half”

Users encounter problems with account verification, booking processes, and unexpected account deactivations.

“Airbnb then deactivated my account without telling me anything except that it was because of 'Criminal Backgrounds Matc”

“Their website allowed us to rent a unit that was not available. We were charged for the unit, then simply sent a text fr”

“I tried to log into my account after booking a stay only to find out that it had been deleted without my knowledge”

The Airbnb app suffers from functionality issues, poor design, and non-intuitive navigation.

“EVERYTHING. With this app is non-intuitive. Have they forgotten that "ease of use" is what attracted people to the web?”

“When I scroll through my search results, the movement is extremely slowly, sometimes gets even stuck. Something is wrong”

“Managing 15 listings using their excuse of an app is a joke. It constant freezes and goes nowhere”

Users report scams, fraudulent hosts, and security issues with properties or personal information.

“We booked a summer vacation only to find out we got scammed”

“My bank informed me that the majority of fraud they see is from the Air BnB app. I could not believe it.”

“doors to get into the apartment building unlocked and broken but the apartment I was supposed to stay in was also broken”

Users report that their negative reviews are suppressed while hosts face no consequences for false reviews.

“Airbnb decided that somehow my review, despite multiple pics as proof depicting the substandard condition of the apartm”

“I was disappointed to learn that my review for the worst host of all time was deleted! makes me think that hosts are pay”

“Airbnb allowed for an untruthful review to be posted when I supplied video evidence of a security risk based on their st”