Scores reflect the Overall AI Score for each category
Based on recent customer reviews, AirBnb is described by both guests and hosts as a platform where the initial booking works well but everything afterwards breaks down. Customers consistently report withheld host payouts, refunds stuck in credit or long delays, listings that do not match reality, and support cases that stall for months. A recurring theme is unanswered escalations and policy answers instead of resolutions.
Top Strengths:
- •Booking, Changes & Cancellations: Booking, Changes & Cancellations (0.9) is the least damaged theme. Customers praise the easy search, intuitive app and instant confirmations, but the same reviewers describe enquiries auto charging cards, double bookings and last minute host cancellations with no remedy.
TrustIndex
1.8
NPS Score
-86
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About AirBnb
What do customers say about AirBnb?
Based on recent customer reviews, AirBnb is described by both guests and hosts as a platform where the initial booking works well but everything afterwards breaks down. Customers consistently report withheld host payouts, refunds stuck in credit or long delays, listings that do not match reality, and support cases that stall for months. A recurring theme is unanswered escalations and policy answers instead of resolutions.
What is AirBnb's biggest strength?
AirBnb's biggest strength, according to Hellopeter's AI analysis, is Booking, Changes & Cancellations. Booking, Changes & Cancellations (0.9) is the least damaged theme. Customers praise the easy search, intuitive app and instant confirmations, but the same reviewers describe enquiries auto charging cards, double bookings and last minute host cancellations with no remedy.
What are the most common complaints about AirBnb?
The most common complaint about AirBnb, based on Hellopeter's AI analysis of recent customer reviews, is Travel Experience & Reliability. Travel Experience & Reliability (0.8) draws the most vivid complaints. Guests describe filthy units, cockroaches, mould, drain odours, power outages, missing air conditioning, rat poison within reach of pets, stolen belongings and arriving to find no accommodation at all.
Is AirBnb trustworthy?
AirBnb has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 71 reviews in the last 12 months. Hellopeter has tracked AirBnb across 597 total reviews. How is the TrustIndex calculated? →
Recent reviews (71)
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 Mar 2023
Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request
Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request I am extremely disappointed with my experience at this Airbnb. What was advertised was not what we found upon arrival, and the conditions were unacceptable. Firstly, the property is listed using only an address, with no property name. The listing advertised the accommodation as a stand-alone property, but when we arrived, we discovered that it was actually a back cottage. This was not what we expected based on the description provided. There were cats all over the property, which was another concern. The listing also stated that there was a lockbox for check-in, but instead of the advertised arrival experience, we were greeted by a rude older man. This made the check-in process uncomfortable and unpleasant. To make matters worse, the bedding was stained, and the accommodation did not meet our expectations of basic cleanliness and comfort. The conditions were so unacceptable to us that we did not even sleep there and left the property. We contacted Airbnb to request a refund because the property was not as advertised and the condition of the accommodation was unacceptable. However, the refund process has been extremely frustrating. Airbnb has spoken about a partial refund, while their representatives have told us that they are waiting for the host. When we contact the host, she sends us back to Airbnb. We are being passed between the two parties without a clear resolution. As paying guests, we expect accommodation to be accurately advertised, clean and consistent with the description provided. We should not arrive expecting a stand-alone property with a lockbox, only to discover a back cottage, cats all over the property, stained bedding and an uncomfortable check-in experience. We booked this accommodation in good faith, but the experience was completely unacceptable. We did not sleep at the property and left because of the conditions we encountered. I am requesting a full refund, not a partial refund. I do not believe we should have to bear the financial loss for accommodation that did not match the advertised description and that we found unacceptable upon arrival. I expect Airbnb and the host to take responsibility and resolve this matter fairly instead of continuing to refer us to each other. I am extremely dissatisfied with both the accommodation and the handling of my refund request. I hope this complaint alerts other travellers to carefully review the details of this listing before booking. I have photographs and screenshots of the communication regarding the refund request to support my complaint.
1 reviews | Active since Mar 2023
Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request
Airbnb Not as Advertised, Unacceptable Conditions and Unresolved Full Refund Request I am extremely disappointed with my experience at this Airbnb. What was advertised was not what we found upon arrival, and the conditions were unacceptable. Firstly, the property is listed using only an address, with no property name. The listing advertised the accommodation as a stand-alone property, but when we arrived, we discovered that it was actually a back cottage. This was not what we expected based on the description provided. There were cats all over the property, which was another concern. The listing also stated that there was a lockbox for check-in, but instead of the advertised arrival experience, we were greeted by a rude older man. This made the check-in process uncomfortable and unpleasant. To make matters worse, the bedding was stained, and the accommodation did not meet our expectations of basic cleanliness and comfort. The conditions were so unacceptable to us that we did not even sleep there and left the property. We contacted Airbnb to request a refund because the property was not as advertised and the condition of the accommodation was unacceptable. However, the refund process has been extremely frustrating. Airbnb has spoken about a partial refund, while their representatives have told us that they are waiting for the host. When we contact the host, she sends us back to Airbnb. We are being passed between the two parties without a clear resolution. As paying guests, we expect accommodation to be accurately advertised, clean and consistent with the description provided. We should not arrive expecting a stand-alone property with a lockbox, only to discover a back cottage, cats all over the property, stained bedding and an uncomfortable check-in experience. We booked this accommodation in good faith, but the experience was completely unacceptable. We did not sleep at the property and left because of the conditions we encountered. I am requesting a full refund, not a partial refund. I do not believe we should have to bear the financial loss for accommodation that did not match the advertised description and that we found unacceptable upon arrival. I expect Airbnb and the host to take responsibility and resolve this matter fairly instead of continuing to refer us to each other. I am extremely dissatisfied with both the accommodation and the handling of my refund request. I hope this complaint alerts other travellers to carefully review the details of this listing before booking. I have photographs and screenshots of the communication regarding the refund request to support my complaint.
1 reviews | Active since Apr 2024
FORMAL COMPLAINT
FORMAL COMPLAINT Subject: Outstanding Airbnb Refund and Lack of Assistance Dear Airbnb Customer Support, I am writing to formally express my dissatisfaction with the ongoing delay in receiving my refund following the cancellation of my Airbnb reservation. I was supposed to receive my refund on 29 September 2026, but to date, I have not received the money despite making several attempts to resolve this matter through Airbnb, my bank, and Apple Support. I originally made the payment for my reservation using Apple Pay, which was linked to my bank account at the time. However, months later, I closed the bank account that was linked to Apple Pay. When I subsequently cancelled my reservation, Airbnb processed my refund using the original payment method, which was associated with the now-closed bank account. After discovering that I had not received my refund, I contacted my bank to seek assistance. The bank explained that since the account had been closed, the money could not be deposit
1 reviews | Active since Apr 2024
FORMAL COMPLAINT
FORMAL COMPLAINT Subject: Outstanding Airbnb Refund and Lack of Assistance Dear Airbnb Customer Support, I am writing to formally express my dissatisfaction with the ongoing delay in receiving my refund following the cancellation of my Airbnb reservation. I was supposed to receive my refund on 29 September 2026, but to date, I have not received the money despite making several attempts to resolve this matter through Airbnb, my bank, and Apple Support. I originally made the payment for my reservation using Apple Pay, which was linked to my bank account at the time. However, months later, I closed the bank account that was linked to Apple Pay. When I subsequently cancelled my reservation, Airbnb processed my refund using the original payment method, which was associated with the now-closed bank account. After discovering that I had not received my refund, I contacted my bank to seek assistance. The bank explained that since the account had been closed, the money could not be deposit
1 reviews | Active since Oct 2023
How is a host allowed to cancel a confirmed booking with no valid reason?
Pathetic. A host has cancelled my year long booking because it was profitable for him. Airbnb did not protect my booking. My money is gone. I need answers!
1 reviews | Active since Oct 2023
How is a host allowed to cancel a confirmed booking with no valid reason?
Pathetic. A host has cancelled my year long booking because it was profitable for him. Airbnb did not protect my booking. My money is gone. I need answers!
1 reviews | Active since Jan 2022
Airbnb failed me, causing stress, extra costs, and zero accountability.
Airbnb – Extremely disappointing and unacceptable I would strongly caution others against relying on Airbnb after my recent experience. I booked accommodation through Airbnb for a family holiday, only to discover that the property was not actually available. The host stated that they had already informed Airbnb that the property should be delisted, yet Airbnb continued advertising it as available and accepted my booking. This left me stranded in another city with my children and forced me to find alternative accommodation at the last minute, at a significantly higher cost. This was an unexpected expense caused by a situation that was completely outside my control. Despite repeatedly contacting Airbnb and asking for accountability, I was offered only a limited coupon rather than fair compensation for the additional costs I incurred. I also still have no satisfactory explanation as to how this property was allowed to remain available on the platform. This is more than poor customer service — it is a serious failure of trust and accountability. I re**** on Airbnb to provide accurate availability and a safe, reliable booking experience. Instead, I was left to deal with the financial and emotional consequences of a problem I did not cause. I expected Airbnb to take responsibility. Sadly, they have not.
1 reviews | Active since Jan 2022
Airbnb failed me, causing stress, extra costs, and zero accountability.
Airbnb – Extremely disappointing and unacceptable I would strongly caution others against relying on Airbnb after my recent experience. I booked accommodation through Airbnb for a family holiday, only to discover that the property was not actually available. The host stated that they had already informed Airbnb that the property should be delisted, yet Airbnb continued advertising it as available and accepted my booking. This left me stranded in another city with my children and forced me to find alternative accommodation at the last minute, at a significantly higher cost. This was an unexpected expense caused by a situation that was completely outside my control. Despite repeatedly contacting Airbnb and asking for accountability, I was offered only a limited coupon rather than fair compensation for the additional costs I incurred. I also still have no satisfactory explanation as to how this property was allowed to remain available on the platform. This is more than poor customer service — it is a serious failure of trust and accountability. I re**** on Airbnb to provide accurate availability and a safe, reliable booking experience. Instead, I was left to deal with the financial and emotional consequences of a problem I did not cause. I expected Airbnb to take responsibility. Sadly, they have not.
1 reviews | Active since Dec 2013
Pathetic support and ******** attempt to force cancelation fee despite being told there wont be one as the host is
Their support is pathetic, we had a hostile abusive host, our reservation was canceled (guest cancelation) due to none payment due to a date issue that the host was supposed to change but never did, we have placed refund request that has almost been a day since we got any information back... despite being canceled on the 23rd and being told we are not liable for cancelation fee's due to the host behavior the host moved our dates and somehow without our approval reactivated the booking... now we are suspended from Airbnb and have no support access... This is absolutely pathetic support they don't even read other support tickets before creating new ones about the same issue... due to the nature of the cancelation and the obviously ******** way it was reactivated to try and get free money (cancelation fee) despite being told we don't have to worry there will be no fee... asked twice on a so called recorded call that is no conveniently being ignored while the Airbnb harasses us without bothering to look at the previous support tickets... PATHETIC.
1 reviews | Active since Dec 2013
Pathetic support and ******** attempt to force cancelation fee despite being told there wont be one as the host is
Their support is pathetic, we had a hostile abusive host, our reservation was canceled (guest cancelation) due to none payment due to a date issue that the host was supposed to change but never did, we have placed refund request that has almost been a day since we got any information back... despite being canceled on the 23rd and being told we are not liable for cancelation fee's due to the host behavior the host moved our dates and somehow without our approval reactivated the booking... now we are suspended from Airbnb and have no support access... This is absolutely pathetic support they don't even read other support tickets before creating new ones about the same issue... due to the nature of the cancelation and the obviously ******** way it was reactivated to try and get free money (cancelation fee) despite being told we don't have to worry there will be no fee... asked twice on a so called recorded call that is no conveniently being ignored while the Airbnb harasses us without bothering to look at the previous support tickets... PATHETIC.
1 reviews | Active since Sept 2021
Beekman Holidays and Airbnb - No accountability, remorse or sympathy for system issue and possible cancellation of a confirmed reservation
Wanted to treat my husband away for special occasion in celebration of a milestone birthday, end of November found a good price on Airbnb for 3 days at Dikhololo Resort in Brits, 10 September Reservation confirmed by Host Nadine (Airbnb) 11 September - Thank you for making your reservation with us Johan Willemse (Airbnb) Full Payment paid on 23rd September To my surprise I get a communication from Phumzile - Beekman Holidays to inform me that the unit booked is not available at the rates quoted by Airbnb due to a system error and I would have to pay another amount to secure my booking which is more than half the amount paid as per the Airbnb price and this at a 20% discount - as a 'goodwill gesture' Communication back and forth and she tells me that the matter is beyond her control Today 25 September contacted AirbnB as none of the hosts were communicating regarding this issue Spoke to Philile who informed me that the system glitch has unfortunately affected many people who are willing to pay the outstanding balance AS THEY ARE AWARE OF THE PRICING- to secure their reservations - and if I did not pay or agree to pay that the reservation would be cancelled and I would be refunded How am I supposed to know that the pricing is not correct as it is my first time booking on Airbnb and at Dikhololo Resort I do not want to cancel the reservation and neither am I in a financial position to pay the balance, I had paid what was quoted and agreed upon I am not understanding how this system error was magically detected once I had made full payment and not immediately when the reservation was made The 20% discount as offered as a goodwill gesture on the shortfall by Beekman Holidays to secure this reservation is of no consolation to the stress and disappointment that this matter has brought me Airbnb and Beekman Holidays your apologies are an insult as the system error is being blamed and no one is taking accountability for the inconvenience and for literally spoiling and causing heartbreak which was supposed to be a celebratory time I am extremely disappointed by the service and treatment received in this regard Airbnb and Beekman Holidays, You really could have done better by me The system error is not my fault but somehow I have to be paying the price for it i am absolutely and literally heartbroken
1 reviews | Active since Sept 2021
Beekman Holidays and Airbnb - No accountability, remorse or sympathy for system issue and possible cancellation of a confirmed reservation
Wanted to treat my husband away for special occasion in celebration of a milestone birthday, end of November found a good price on Airbnb for 3 days at Dikhololo Resort in Brits, 10 September Reservation confirmed by Host Nadine (Airbnb) 11 September - Thank you for making your reservation with us Johan Willemse (Airbnb) Full Payment paid on 23rd September To my surprise I get a communication from Phumzile - Beekman Holidays to inform me that the unit booked is not available at the rates quoted by Airbnb due to a system error and I would have to pay another amount to secure my booking which is more than half the amount paid as per the Airbnb price and this at a 20% discount - as a 'goodwill gesture' Communication back and forth and she tells me that the matter is beyond her control Today 25 September contacted AirbnB as none of the hosts were communicating regarding this issue Spoke to Philile who informed me that the system glitch has unfortunately affected many people who are willing to pay the outstanding balance AS THEY ARE AWARE OF THE PRICING- to secure their reservations - and if I did not pay or agree to pay that the reservation would be cancelled and I would be refunded How am I supposed to know that the pricing is not correct as it is my first time booking on Airbnb and at Dikhololo Resort I do not want to cancel the reservation and neither am I in a financial position to pay the balance, I had paid what was quoted and agreed upon I am not understanding how this system error was magically detected once I had made full payment and not immediately when the reservation was made The 20% discount as offered as a goodwill gesture on the shortfall by Beekman Holidays to secure this reservation is of no consolation to the stress and disappointment that this matter has brought me Airbnb and Beekman Holidays your apologies are an insult as the system error is being blamed and no one is taking accountability for the inconvenience and for literally spoiling and causing heartbreak which was supposed to be a celebratory time I am extremely disappointed by the service and treatment received in this regard Airbnb and Beekman Holidays, You really could have done better by me The system error is not my fault but somehow I have to be paying the price for it i am absolutely and literally heartbroken
1 reviews | Active since May 2026
Absolutely daylight *******
Absolutely daylight ******* ! extremely disappointing experience. We booked accommodation through Airbnb at a cost of R45,000, only to determine after booking that the property would not meet our requirements. Despite this, Airbnb and/or the host have retained the entire R45,000 payment. Losing this amount of money for accommodation that we could not reasonably use is completely unacceptable. The lack of flexibility and customer support throughout the process has been incredibly disappointing. For a platform dealing with bookings of this value, I expected far better customer service and a fairer approach to cancellations and refunds. I would absolutely not recommend booking through Airbnb based on this experience. Be very careful before making a high-value booking, as you may have very little protection if the accommodation does not meet your needs.
1 reviews | Active since May 2026
Absolutely daylight *******
Absolutely daylight ******* ! extremely disappointing experience. We booked accommodation through Airbnb at a cost of R45,000, only to determine after booking that the property would not meet our requirements. Despite this, Airbnb and/or the host have retained the entire R45,000 payment. Losing this amount of money for accommodation that we could not reasonably use is completely unacceptable. The lack of flexibility and customer support throughout the process has been incredibly disappointing. For a platform dealing with bookings of this value, I expected far better customer service and a fairer approach to cancellations and refunds. I would absolutely not recommend booking through Airbnb based on this experience. Be very careful before making a high-value booking, as you may have very little protection if the accommodation does not meet your needs.