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This business is not BBB accredited.

Airbnb, Inc.

Find a Location

Phone: (415) 800-5959 888 Brannan St.  Floor 4, San Francisco, CA 94117 https://www.airbnb.com

BBB Business Reviews may not be reproduced for sales or promotional purposes.


Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world - online or from a mobile phone.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Airbnb, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 620 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

620 complaints closed with BBB in last 3 years | 332 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 121
Billing/Collection Issues 81
Delivery Issues 31
Guarantee/Warranty Issues 25
Problems with Product/Service 362
Total Closed Complaints 620

Customer Reviews Summary Read customer reviews

39 Customer Reviews on Airbnb, Inc.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 36
Total Customer Reviews 39

Additional Information

BBB file opened: April 27, 2011 Business started: 06/27/2008 Business started locally: 06/27/2008 Business incorporated 06/27/2008 in DE
Type of Entity


Business Management
Mr. Brian Chesky, CEO
Contact Information
Principal: Mr. Brian Chesky, CEO
Number of Employees


Business Category

Rental Vacancy Listing Service

Additional Information

Consumers who are considering renting a property through AirBnB, and individuals who are signing up to rent their living space as a host through AirBnB, should be aware that there are laws that need to be followed and the laws vary by state.

If you are renting a space, check with the host to ensure they are meeting applicable laws and guidelines. If you are a host your duties include ensuring you review the following, per AirBnB's website:

Check your HOA or Co-Op Board regulations to make sure there is no prohibition against subletting--or any other restriction against hosting. Read your lease agreement and check with your landlord if applicable. You may consider adding a rider to your contract that addresses the concerns of these parties and outlines the responsibilities and liabilities of all parties.

Ensure you look up any local taxes or business license requirements that may apply. This may include things like hotel/transient occupancy tax, sales, and other turnover taxes such as Value Added Tax (VAT) or Goods and Services Tax (GST), or income tax.

Permits or Registrations:
Ensure you look up any permitting, zoning, safety, and health regulations that may apply. The governing authorities that regulate the use and development of property in your area may have useful information on such regulations.

If you're an Airbnb host, you must make sure of the following:
* you have all necessary permissions to offer your accommodations, including ensuring that your hosting activity (i) will not breach any agreements you have entered into with any third parties (such as any agreements or rules with a landlord or HOA) and (ii) will (a) be in compliance with all applicable laws, Tax requirements, and rules and regulations that may apply to your Accommodations, including, but not limited to, zoning laws and laws governing rentals of residential and other properties and (b) will not conflict with the rights of third parties"

Complete information can be found on the company's website by visiting: https://www.airbnb.com/help/hosting101/responsible-hosting and https://www.airbnb.com/help/policies/community_guidelines#host_obligations.

Customer Review Rating plus BBB Rating Summary

Airbnb, Inc. has received 3.78 out of 5 stars based on 39 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.