Airbnb Reviews & Complaints

Airbnb reviews and complaints can involve a property’s condition, a cancellation, a refund, a damage claim or the way support handled a case. Separate the host’s actions from Airbnb’s response, and identify whether you were a guest or host.

ZeroStars is an independent review site and is not affiliated with Airbnb. Sharing an experience here does not contact Airbnb, notify a host or open a refund request.

Airbnb’s official contact guide provides messaging and chat, with options to follow up on an existing case or report a new issue. Use the contact options presented for your account and country, linked to the affected reservation.

For a problem the host can address, communicate through the reservation’s message thread. If support is needed, explain what happened, when it began, what you asked the host to do and what response you received. Save the case reference and avoid opening multiple incomplete descriptions of the same problem.

Describe an immediate safety concern clearly and seek local emergency assistance when necessary; a review page is not an emergency channel. We have not contacted Airbnb or entered a private reservation.

For a cancellation you initiate, check the policy attached to your own reservation and the refund amount displayed before confirming. Airbnb has different home cancellation policies; stay length, booking timing and exceptions can matter. Do not assume every property or booking has the same free-cancellation window.

Under Airbnb’s rebooking and refund policy for homes, a host cancellation before check-in entitles the guest to a full refund. Rebooking help depends on suitable availability and comparable pricing. The policy describes travel credit to assist rebooking, with the option to request the original payment method instead.

Keep the host-cancellation notice and any proposed alternative. If the problem is that the host says they cannot accommodate you, ask support to clarify the correct reservation action before treating it as a change of your own plans.

The same homes policy requires reservation issues to be reported within 72 hours after discovery. It covers specified issues such as lack of access, uninhabitable conditions or significant differences from the listing. A full refund is not automatic for every disappointment.

Notify the host when feasible, contact Airbnb promptly and provide relevant evidence. Airbnb considers the issue’s seriousness, its impact, the affected part of the stay and the evidence when deciding assistance or a refund.

The Resolution Center guide describes payment and refund requests connected with a reservation. Its general request window is up to 60 days after checkout, but that does not replace the shorter reporting requirement for a reservation issue. Some hotel stays have different availability, and reservation changes use a separate process.

A request, an approved refund and money arriving at your bank are three different stages. Airbnb’s refund-timing guide explains that timing depends on the payment method and country. It currently lists up to 15 business days for major credit cards, with separate exceptions for some methods and regions.

Use the reservation’s refund-tracking option. If the published timing has passed, ask your bank to trace the refund using the reference Airbnb provides, where available. Keep the approval message and bank posting date separate in your account of the outcome.

Two selected October 2026 Trustpilot accounts described difficulty reaching support and an alleged mismatch between a listing and the property. A September 2026 account praised the writer’s stays, hosts and refund experiences.

A separate June 2024 Guardian reader case described a delayed refund; its update said the reader later received confirmation that the refund had been processed. That historical resolution should be retained when describing the case.

These are four displayed accounts across a review platform and a published reader case, not an independently verified incident total. They involve different dates and places. We did not authenticate reservations or determine a complaint rate, and individual accounts do not establish what happened in another booking.