PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about Airbnb and VRBO as well as customer ratings and recommendations for these brands. Each brand score is calculated based on set of relevant criteria and displays company performance over time.

Airbnb
VRBO

Airbnb and VRBO Overview

Total reviews
1126
363
Company responses
0
0
Issues resolved
19
2

Airbnb and VRBO Consumer Ratings

Rank
41 out of 314 in Travel category
127 out of 564 in Travel Agencies category
Customer service
35 in category
95 in category
Website
29 in category
87 in category
Exchange, Refund and Cancellation Policy
30 in category
62 in category
Product or Service Quality
27 in category
79 in category

Airbnb and VRBO Rating Details

Customer service
1.3 (488 reviews)
1.2 (186 reviews)
Reviewer's quote

...Garbage company, no odeagow they are successful with this type of customer service..

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...This has to be the absolute worst customer service I have ever tried to deal with. It is like Fort Knox - you cannot speak to a supervisor or a manager. You cannot access anyone beyond a person who answers the phone from their home and asks rote questions from a checklist...

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Website
2 (454 reviews)
1.9 (150 reviews)
Reviewer's quote

...Emails and attempts to contact via the website, I am in disbelief that these people actually are successful. Im not sure what happened but airbnb were once good. I have been locked out of my account and any time I attempt to contact airbnb it ends in a giant fail..

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Somehow our reservation got cancelled (we did not cancel - VRBO says we did as they provided a print out from their website as proof which I believe was altered or completely fabricated). We immediately emailed the property owner telling him we did not cancel and wanted to continue with the...

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Exchange, Refund and Cancellation Policy
1.3 (423 reviews)
1.3 (167 reviews)
Reviewer's quote

...I really look forward for your support during this pandemic crisis situation and request you to refund my booking amount. booking code - HM2YH8JZZF..

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No idea when they will refund two cancellations. It is very hard to budget when they take the money from my account at their convenience, up to four weeks. It makes travelers angry and makes me look bad...

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Product or Service Quality
1.5 (398 reviews)
1.5 (164 reviews)
Reviewer's quote

...This is some really poor customer service, especially from a big company like Airbnb..

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I called customer service, was placed oh hold for over 30 minutes and when I finally talked to customer service agent was told that my complaint would be elevated and that they had experienced some technical difficulties. When I asked when I could expect to get my money he told me he had no idea. I...

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Airbnb and VRBO Pros and Cons

Pros
  • Variety of homes and prices
  • Variety of homes
  • Whole concept
  • Variety
  • Ease of use
  • Online traffic
Cons
  • Poor customer service
  • Customer service attitude
  • Customer trust and safety issues no customer protection exists
  • Poor customer service
  • Way i was treated
  • Refusal of refund

Airbnb and VRBO Most Positive Reviews

Top rated reviews
5

Check-in 10/17/2014,host Frederica Derie demanding we clean shower. 10/18/ exited room, door left open purse on...

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5

In four years we have never had a problem with VRBO. UNLIKE THE OTHER RENTAL COMPANIES. and we use them all. VRBO...

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5

This the third time i'm actually booking an apartment from airbnb. I can say airbnb did a fantastic job until today, I c...

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5

Great support and crystal clear information!

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Airbnb and VRBO Most Critical Reviews

Lowest rated reviews
1

what a shambles! Found Secret Garden in Lymington UK on 4th, reserved it, (£55 bed no breakfast plus £60 cleaning fee -...

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1

My wife and I rented an apartment for one week in Avignon, France. We went through the VRBO website to a company called...

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1

When I rented my apt with Air B&B, there was NOTHING on the site about how using the service in NYC is illegal....

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1

Our trip was ruined by this dishonest owner and his unlivable house. We have indisputable photos and texts for evidence....

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Airbnb and VRBO Latest Reviews

Recent published reviews
No votes

Iam trying to reach the admin/support responsible of Airbnb, as I called customer service number twice today, however no...

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No votes

I CANCELLED MY RESERVATION BACK ON 5/29/20 AND HAVE YET TO SEE MY REFUND. EVERYTIME I CALL, THEY TELL ME THEY WILL...

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1

I am unable to due to imposed travel restrictions by government of India. I really look forward for your support during...

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1

No idea when they will refund two cancellations. It is very hard to budget when they take the money from my account at...

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Airbnb and VRBO Products and Services

Most reviewed product and services
  • Airbnb Apartment Rental (149 reviews)
  • Airbnb Customer Care (113 reviews)
  • Airbnb House Rental (73 reviews)
  • Vrbo Property Booking (50 reviews)
  • Vrbo Customer Care (46 reviews)
  • Vrbo House Rental (33 reviews)