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AirBnb
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, AirBnb faces severe criticism across virtually every dimension of its service in South Africa. Hosts consistently report withheld payouts and payment system failures, while guests describe misleading listings, unsafe conditions, and lost money. Customer support is widely regarded as ineffective, with complaints routinely ignored or unresolved. The platform scores critically low on Refunds, Pricing & Value (0.7) and Communication & Complaint Resolution (0.7).
Top Strengths:
- •Travel Experience & Reliability: A small number of guests note attractive furniture, safe neighbourhoods, and friendly on-site staff like Goodness. One guest praised their Sandton host Prashant as extremely friendly and accommodating.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#4
in Hotels & Accommodation
NPS Score
-78
Recommended: Unlikely
Review Distribution
1.2|72 Reviews
May '25 - Apr '26
5(2.9%)
4(0%)
3(2.9%)
2(2.9%)
1(91.3%)
5(2.9%)
4(0%)
3(2.9%)
2(2.9%)
1(91.3%)
Recent reviews (72)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
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Alessio C
1 reviews | Active since Jan 2020
10 Mar 2026, 09:35
Piattaforma ok, ma assistenza e costi lasciano a desiderare.
Uso Airbnb da anni e l'app è sempre intuitiva, ma ultimamente il servizio sta peggiorando. Le commissioni sono diventate altissime e non sempre giustificate. Ho avuto un piccolo intoppo con una prenotazione e l'assistenza clienti ci ha messo una vita a rispondere, dandomi solo risposte preimpostate. Alla fine ho risolto da solo con l'host. Tre stelle perché il sito è comodo, ma il supporto post-vendita è da rivedere.
Helpful (0)
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Alessio C
1 reviews | Active since Jan 2020
10 Mar 2026, 09:35
Piattaforma ok, ma assistenza e costi lasciano a desiderare.
Uso Airbnb da anni e l'app è sempre intuitiva, ma ultimamente il servizio sta peggiorando. Le commissioni sono diventate altissime e non sempre giustificate. Ho avuto un piccolo intoppo con una prenotazione e l'assistenza clienti ci ha messo una vita a rispondere, dandomi solo risposte preimpostate. Alla fine ho risolto da solo con l'host. Tre stelle perché il sito è comodo, ma il supporto post-vendita è da rivedere.
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Colin F
1 reviews | Active since Jan 2020
7 Mar 2026, 13:55
Airbnb really ?
Why is it that a guest ( me ) has to book, arrange full payment for and yet a possible host has twenty four ( 24 ) hours to confirm a booking I am committed to ? Is this realistic ? Is this reasonable ?
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Nokulunga C
1 reviews | Active since Jan 2020
7 Mar 2026, 07:59
Filthy molded appartment in Durban "The sails"D6-03 D3-
They have the worse accommodation and they dont yake us customers serious. We didn't occupy the apartment because of its unbearable conditions. Filthy, moulded no air-conditioning in 34⁰. They are not even trying to meet us halfway.
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Nokulunga C
1 reviews | Active since Jan 2020
7 Mar 2026, 07:59
Filthy molded appartment in Durban "The sails"D6-03 D3-
They have the worse accommodation and they dont yake us customers serious. We didn't occupy the apartment because of its unbearable conditions. Filthy, moulded no air-conditioning in 34⁰. They are not even trying to meet us halfway.
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Amy R
1 reviews | Active since Jan 2020
5 Mar 2026, 19:59
Is there something amiss at AirBnb?
I've been in contact with customer services since the end of January 2026 for an overdue payment and it still isn't resolved. The agent, Stephanie, keeps stating that my account details and bank account details differ and this is why I never received the payment, but this doesn't make any sense, as I never changed any of these since we started making use of their services four years ago (everything was fine before 30 January 2026, when payments suddenly stopped). I completed the Reserve Bank declaration (as I do every year), so that cannot be the cause. I was also prompted by AirBnb to remove our existing account details and re-enter new details. Why would they require this if everything was fine on their side? Either they're experiencing major system problems or there's something fishy going on...would not recommend using them. Stick to Booking.com or other platforms.
Helpful (0)
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Amy R
1 reviews | Active since Jan 2020
5 Mar 2026, 19:59
Is there something amiss at AirBnb?
I've been in contact with customer services since the end of January 2026 for an overdue payment and it still isn't resolved. The agent, Stephanie, keeps stating that my account details and bank account details differ and this is why I never received the payment, but this doesn't make any sense, as I never changed any of these since we started making use of their services four years ago (everything was fine before 30 January 2026, when payments suddenly stopped). I completed the Reserve Bank declaration (as I do every year), so that cannot be the cause. I was also prompted by AirBnb to remove our existing account details and re-enter new details. Why would they require this if everything was fine on their side? Either they're experiencing major system problems or there's something fishy going on...would not recommend using them. Stick to Booking.com or other platforms.
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Joel D
1 reviews | Active since Jan 2020
18 Feb 2026, 15:31
So disappointed in Airbnb
Like Airbnb is such a ****** company how can I make an experience review on a host page and they deleted it and consider not to delete the false allegation the host made on my profile. I have deleted my Airbnb and I will no longer use their service.
Helpful (0)
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Joel D
1 reviews | Active since Jan 2020
18 Feb 2026, 15:31
So disappointed in Airbnb
Like Airbnb is such a ****** company how can I make an experience review on a host page and they deleted it and consider not to delete the false allegation the host made on my profile. I have deleted my Airbnb and I will no longer use their service.
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Ihan C
1 reviews | Active since Jan 2020
12 Feb 2026, 19:50
AIRBNB Balito Villages 355
We stayed at Balito Villages 355 in Decemeber and the security was a issue to get a pin.. There were things broken in the place before we got there and they force debit us on the credit card to repay it..They don't even listern to you.. I will never reccomend airbnb or Balito Villages 355 to any person
Helpful (0)
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Ihan C
1 reviews | Active since Jan 2020
12 Feb 2026, 19:50
AIRBNB Balito Villages 355
We stayed at Balito Villages 355 in Decemeber and the security was a issue to get a pin.. There were things broken in the place before we got there and they force debit us on the credit card to repay it..They don't even listern to you.. I will never reccomend airbnb or Balito Villages 355 to any person
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