What guests and hosts complain about after Airbnb's fee changes
Shared report · updated Sep 25, 2026
Find remarkable homes, unforgettable experiences, and incredible services all in one app.
Travel · Free · out since 2010 · from the App Store descriptionSample2,092 reviews1,258 Google Play · 834 App Store
Which reviewsNatural mixCustom
DatesJun 1, 2025 to Sep 25, 2026Not every store reached back to the start
Where5 App Store countriesevery language; Google Play is global
Top praise: easy to use and great service or staff. Top complaint: service behind the app (in 20% of complaints), then customer support.
2,092Reviews analyzedposted over 16 months
61%Complain1,268 reviews
42%Praise886 reviews
9%Left or refundeduninstall, cancel or refund
What goes wrong
Service behind the app17%
我朋友很早就在平台上定了房子，结果临出发前3天莫名其妙不给明确理由擅自取消了我们的订单，并且一开始只补偿100多rmb，临时看房源都要1w多 和我们之前的差了将近6k，而且已经选不到好房子了。
Customer support17%
Airbnb doesn’t just fail at supporting hosts they actively make hosting a headache.
Crashes and bugs14%
Does not work with older iPhones. Gives no option. Just goes in a loop to black screen
What goes well
Easy to use41%
Great app easy to use!
General praise26%
Absolutely amazing app!! I recommend to anyone <3
Great service or staff15%
I love using Airbnb, very convenient for my travels. I love staying in these beautiful places that the hosts always keep clean. I haven't been to a bad place yet.
Their categories
Yes or no questions the person who shared it asked of every review
Customer support30%
Мой аккаунт был навсегда заблокирован при попытке оплатить жильё.
Fees and total price7%
Buggy app
Host fees and payouts1%
Airbnb doesn’t just fail at supporting hosts they actively make hosting a headache.
Listing not as described7%
Worst service and experience me booked a house at Liverpool, first the facility pics were fake, and when we entered it was smelling of paint and the door lock was not working, condition was not...
Refunds and cancellations18%
I booked an air bnb and the host cancelled my trip ok alright but i had already paid and airbnb didnt initiate the refund if the booking is not confirmed why pay first please I want my refund Iam...
What they ask for
118 reviews ask for something; 3 more with a free account
New feature or option47%
Bring something back24%
Who is saying it
The biggest clear differences between audiences; 6 more with a free account
PlatformGoogle Play: left or refunded less often than everyone (4% vs 9%).
Star rating1 star: left or refunded 2.0x as often as everyone (19% vs 9%).