Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rental Listings.

Important information

Customer Complaint:
BBB’s profile for Airbnb, Inc., was created in April 2011. A review of complaints was done in October 2024. Complaints on file state cleanliness concerns.

BBB recommends consumers and hosts to review the following:

Ground rules for Hosts
Ground rules for guests
What to do if the place you're staying isn’t clean at check-in

For additional support, please visit AirBnB's Help Center.

Complaints

This profile includes complaints for Airbnb, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,446 total complaints in the last 3 years.
2,374 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Airbnb relocated me for safety concerns at one of their properties abroad. They stated I they would cover the cost to relocate and reimburse me for the cost of the hotel. They are no sending money for the reimbursement. They claim the money has been received to my bank account. ******* has confirmed the payment is not there and it's been past the estimated business days I have been told to wait.
Business Response
Date: 07/31/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of Jul 31. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 08/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *****
Initial Complaint
Date:07/28/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at an Airbnb property (Reservation #HMSSN8D4B2) in which I was exposed to a bed bug infestation. I suffered physical harm (bites), had to discard and disinfect personal belongings, and experienced emotional stress and disruption.Airbnb refunded the cost of the stay but has refused to provide reasonable reimbursement for damages (medical supplies, cleaning, lost property), even after escalation and documentation of losses. I submitted a detailed $950 reimbursement request and was denied on the sole basis that I had no physical receipts despite clear, good-faith estimates and evidence.I believe this violates Virginias consumer protection standards and habitability expectations. I am requesting assistance in holding Airbnb accountable for providing unsafe accommodations and refusing fair compensation.
Business Response
Date: 07/28/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23663192

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (July 28, 2025). Below was the final decision email sent to the user:

{Hi Andrii,

This is ****** your senior case manager from Airbnb. Thank
you for reaching out to us.

Your issue is important to us, I will try my level best to
help in resolving it.

I tried calling you on ************, but directed to your
voice mail.

I reviewed the case and here's what I found that you faced
issue with bedbug at the place, and you shared the details
as well for the issue after checkout, we have gone through
the evidence and helped you with full refund of $54.43.

Taking the scenario you reported and the evidence you shared
we are able to help you with the maximum refund which we
could be. I hope that you understand that if there was
anything that I could do, I could have done it right away
without any hesitation.

My goal is to make sure that you get the best experience
without compromising the policies we have in place. I
understand that it's a bit disheartening at this point,
however, we are bound to abide by certain regulations.

Best Regards,
Senior Case Manager
and

Hello Andrii,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our
community is very important to us. Weve given your case and
its details careful consideration, and we determined that
You requested to help with some additional refund for the
issue you reported after check out.

We understand that this might not be what youd hoped for,
but we came to this outcome because this issue was reported
after check out, where taking the evidence into
consideration we helped you with full refund apart from this
we offered to help you with compensation for Laundry &
Cleaning Costs only when proper receipt was shared, for
which you requested to help you with a refund of $950. Upon
checking, I was able to confirm that the full refund we
processed is the maximum amount we can help you with based
on the issue you reported.

Our review is complete now, and we wont be able to offer
additional support on this case at this time.

If youd like to provide feedback on Airbnbs policies or
your experience, you can do so any time at:
*************************************************************

Best regards,
Senior Case Manager}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Airbnb
Customer Answer
Date: 07/28/2025

Complaint: 23663192

I am rejecting this response because:
To Whom It May Concern,

Thank you for forwarding Airbnbs response regarding my case. Unfortunately, I must formally reject Airbnbs resolution as wholly inadequate and unacceptable.

I suffered serious, medically documented bedbug bites while staying at a listing booked through Airbnb. The bites caused significant physical discomfort, emotional distress, and property damage. Airbnbs response to this health hazardlimited to a mere $54.43 refundis dismissive of the seriousness of the situation and fails to meet reasonable expectations for remediation under consumer protection principles.

Key Points of Rejection:

Timing of Report:
Airbnb claims the issue was reported after checkout, implying that diminishes its legitimacy. This is both misleading and irrelevant. Bedbug bites often appear hours later, and Airbnbs own policy does not prohibit post-checkout reports of safety or hygiene violations.

Evidence Submitted:
I provided detailed documentation, including photographs of the bites, medical confirmation, and damage to personal belongings. This is not a simple guest inconvenienceit is a public health and safety matter.

Requested Compensation:
The $950 requested was a reasonable estimate of damages, including laundry costs, discarded belongings, medical attention, and emotional distress. Airbnb refused to engage meaningfully with this estimate and failed to offer even partial compensation beyond the refund.
Airbnbs Accountability:
Airbnb facilitates these rentals, promotes host listings, and collects service feesyet now refuses to take responsibility when a guest suffers harm. This calls into question the legitimacy of their claims around guest safety and support.

Unilateral Final Decision:
Airbnbs declaration that it will disengage from further discussion reflects bad-faith customer service, especially after failing to provide a transparent claims process or offer negotiation.

I request that this complaint remain open and that Airbnb be urged to reconsider its response in light of the facts and documentation already provided. I also reserve the right to pursue further action, including small claims court or local health department involvement, if Airbnb continues to deny fair compensation.

Sincerely,

Andrii Sosnovskyi
Business Response
Date: 07/30/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23663192

We are always looking for suggestions to make our platform better for both hosts and guests, and insight from members of our community is immensely valuable to us. To send your suggestion, just go to our feedback form and enter a description of the feature youd like us to create:
**************************************************************************

Best,
***** *.
Airbnb

Customer Answer
Date: 07/30/2025

Complaint: 23663192

I am rejecting this response because:

To Whom It May Concern,

Thank you for the follow-up, but I must again respectfully reject this response.

This is not a feature suggestionit is a formal consumer complaint regarding serious harm caused by a bedbug infestation at an Airbnb-listed property. I suffered documented physical injuries, financial loss, and emotional distress. Referring me to a general feedback form intended for platform features is inappropriate and unresponsive to the nature of the complaint.

I submitted a reasonable estimate of damages and provided clear evidence. Airbnbs refusal to compensate beyond a basic refundwhile disengaging from meaningful discussiondemonstrates a failure to uphold guest safety and corporate accountability.

I request that this case remain open until Airbnb provides a proper and good-faith resolution. I also reserve the right to escalate this matter through legal means or health authorities if necessary.

Sincerely,

Andrii Sosnovskyi
Business Response
Date: 08/01/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on July 28, 2025. Below was the final decision email sent to the user:

{Hello Andrii,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our
community is very important to us. Weve given your case and
its details careful consideration, and we determined that
You requested to help with some additional refund for the
issue you reported after check out.

We understand that this might not be what youd hoped for,
but we came to this outcome because this issue was reported
after check out, where taking the evidence into
consideration we helped you with full refund apart from this
we offered to help you with compensation for Laundry &
Cleaning Costs only when proper receipt was shared, for
which you requested to help you with a refund of $950. Upon
checking, I was able to confirm that the full refund we
processed is the maximum amount we can help you with based
on the issue you reported.

Our review is complete now, and we wont be able to offer
additional support on this case at this time.

If youd like to provide feedback on Airbnbs policies or
your experience, you can do so any time at:
*************************************************************

Best regards,
Senior Case Manager}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Sincerely,
Airbnb
Customer Answer
Date: 08/01/2025

Complaint: 23663192

I am rejecting this response because:
To Whom It May Concern,

Thank you for relaying Airbnbs most recent response regarding my complaint. I must again formally reject their resolution as insufficient and inappropriate given the circumstances.

This is not a matter of dissatisfaction over policyit is a matter of personal injury, health hazard, and property damage. I was severely bitten by bedbugs at an Airbnb listing, which I reported in good faith with supporting photographic and medical evidence. The impact of this incident extended well beyond the stay itself, including physical harm, emotional distress, and financial loss for treatment, cleaning, and damaged belongings.

Airbnbs justification that the issue was reported after checkout does not negate their responsibility to provide a safe environment. Delayed onset of bedbug symptoms is common and medically documented. Moreover, their refusal to compensate beyond a refund of $54.43 is grossly inadequate, especially after I submitted a reasonable and itemized estimate for damages totaling $950.

Their statement that this is their final decision does not exempt them from accountability under consumer protection laws. Nor does it address the duty of care they owe to guests who use their platform.

I ask that this complaint remain open and be reconsidered in light of:

The documented physical harm I sustained;
The financial losses incurred;
Airbnbs failure to adequately investigate or meaningfully engage with the evidence;
Their attempt to divert a serious injury claim into a feedback submission.

If this case remains unresolved, I reserve the right to pursue alternative remedies, including legal action and reporting to local health authorities, as this poses a public health concern beyond a private dispute.

Sincerely,

Andrii Sosnovskyi
Initial Complaint
Date:07/28/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday July 17, 2025, I rented a room with private bath from Airbnb. The rental was for three nights. However, we were charged for three nights and only got to lodge for two nights. The business host entered our personal room without notice or knocking. This violated our agreement and terms that clearly outlined on the business website, etc. The business host also rented us a room that was uncleaned and unsanitary. The room and common areas were also not as described in the listing. Their wasn't a dining table or living room furniture to use. Our bedroom was infested with rodents and dust mites.We have tried to remedy the situation amicably with the business for two weeks. The business has stopped responding to my emails on their support app. I am asking for $500.00.
Business Response
Date: 07/28/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [Jul 25, 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Daisy
Airbnb

Customer Answer
Date: 07/28/2025

Complaint: 23662404

I am rejecting this response because: It has been two weeks and nothing has been done to satisfy my complaint with Airbnb. I've sent several messages on the business app and no response. I'd prefer the business handle my claim on this platform going forward.

Sincerely,

******* *****
Business Response
Date: 07/31/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of Jul 31. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 07/31/2025

Complaint: 23662404

To Whom It May Concern,

I am writing to formally lodge a complaint regarding a deeply disturbing and unacceptable experience my fianc and I endured during our recent stay at an Airbnb property. The reservation was made with the expectation of enjoying a peaceful mini-vacation, but the experience fell far below any reasonable standard of hospitality or safety.

Key Issues:

1. Invasion of Privacy:
The host entered our private bedroom without any notice or consent, using a code that was personally set by us. This occurred while we were undressed, creating an egregious invasion of privacy and emotional distress. There was no knock or warning before entering.

2. Unsanitary Living Conditions:
We were placed in an unclean and unsanitary unit, including but not limited to unwashed linens, dirty bathrooms, and garbage left from prior guests. Despite multiple notifications, this was not addressed during our stay.

3. Refund Denied Without Justification:
After bringing these issues to Airbnbs attention and requesting a full refund, we were denieddespite compelling evidence supporting our claim. This denial is both unreasonable and unacceptable.

4. Retaliatory and Disturbing Review:
To further compound the matter, the host has posted a false and retaliatory review on my Airbnb profile, which Airbnb has allowed to remain public. This review appears to be posted in bad faith and only adds to the emotional distress caused by this entire ordeal.

Our Request:

We are seeking:

A full refund of the booking amount,

An additional $500 in damages for the distress and violation of privacy,

Immediate removal of the hosts retaliatory review,

Assurance that this host will be investigated for violating Airbnbs terms of service and guest safety protocols.

It has now been nearly three weeks without resolution, and we expect Airbnb to take this matter seriously. If this issue is not resolved promptly and fairly, we will be forced to escalate our complaint to external consumer protection agencies, pursue a chargeback with our financial institution, or initiate legal action in small claims court.

Please respond to this message within 5 business days with a resolution.

Sincerely,

******* *****
Business Response
Date: 08/01/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on July 31, 2025. Below was the final decision email sent to the user:

{Hey *******,

Thank you for your patience while we reviewed this report. After a thorough evaluation, we regret to inform you that your stay does not qualify for a refund according to our policies.

We understand that this may not be the outcome you were hoping for, but rest assured that there are alternative channels available to request a refund if you wish to explore them.

For more information, please refer to the following article:
**********************************************************************

When booking stays on Airbnb, we also strongly recommend that all members of our community carefully review the cancellation policies for their reservations.
If you would like to learn more about this, we invite you to read the following article:
*********************************************************************

Again, thank you for speaking with us about reservation HMKFSJ384N. Weve taken appropriate action based on your report.

The Safety team will now disengage from this conversation and close the thread.

Once the thread is closed, youll receive an automated prompt asking if you have any further questions related to this safety review.
If your inquiry is about a different matter, please feel free to disregard the prompt and reach out to us anytime through the following link:

*********************************************************************}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Sincerely,
Airbnb
Customer Answer
Date: 08/01/2025

Complaint: 23662404

Please find the attached demand letter.

Sincerely,

******* *****
Initial Complaint
Date:07/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a room for vacation on airbnb i canceled room.. accidentally i selected booking credit instead of refund.. i am now trying to receive a refund of my money and airbnb refuses to give it back. They only allow me to use my money ad a booking credit on another room. I do not plan on using airbnb anytime soon so my money is being held hostage, even if i close my account they will not refund. This is a shady business tactic and not sure if its even legal. This is my money that i did not use for a service or anything.
Business Response
Date: 07/27/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23660734

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (July 27, 2025). Below was the final decision email sent to the user:

{Hi *******,

Thank you for taking the time to speak with me. As discussed, your booking credit has now been adjusted to a refund. Please allow the bank 5-15 days to process the refund on their end.

We truly appreciate your feedback about this processit helps us keep improving the experience for our community. If youd like to share any more thoughts, you can do so anytime using this feedback form: ***************************************************

If you have any other questions, please let me know. Otherwise, if you are all set, I'll go ahead and close this case for you.

Best Regards,
Jasmin}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.

Airbnb
Customer Answer
Date: 07/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:07/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation Dates: July 1113, 2025 Case Numbers: A60862184, A61116198, A61842733 Complaint Narrative:I booked a stay via Airbnb and encountered a major safety issue: the tap water in the rental had a strong sulfur odor, making it unusable for drinking, brushing, or bathingespecially concerning because I was pregnant. The issue was never disclosed in the listing and resulted in health risks and additional expenses.I reported the problem within Airbnbs required 72-hour window and provided full documentation (photos, messages, call logs). Despite compliance, Airbnb denied a full refund and deferred solely to host discretion. The host demanded we vacate by 11:30 PM to qualify for a refund and implied we could not leave a negative reviewbehaviors consistent with review manipulation and coercion.Airbnb closed the case without escalation and offered only a 30% refund for one night. This does not align with their own Guest Refund Policy and fails to address the safety hazard or unethical conduct.Resolution Requested:A full refund of $538.62 A review of Airbnbs handling of the case Accountability for host misconduct (coercion, review manipulation)I am seeking BBBs assistance in mediating this dispute as Airbnb support has failed to resolve it.
Business Response
Date: 07/27/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [July 27, 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 07/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:07/27/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an Airbnb host with over 112 positive reviews. I am filing this complaint because Airbnb refuses to remove a review that violates its own Review and Content Policies and continues to harm my business.Guest: ******************************************** HMW8JYT8WP Issue: Guest left a 3-star review alleging scorpions. My property is in a semi-rural area of *******, ******, where scorpions are endemic. I comply with Mexican pest-control standards (NOM-256-SSA1-2012) and the Morelos Civil Code, which require reasonable preventive measures, not total eradication of native fauna.Policy violations:Airbnbs Review Policy: Reviews must be unbiased, contain relevant information, and reflect the guests actual stay.Airbnbs Content Policy: allows removal if a review contains accusations of illegal activity or violations of the law.The review unfairly penalizes unavoidable natural factors, implies negligence despite documented fumigation, and ignores hostile, retaliatory private messages sent by the guest (visible in Airbnbs system), which violate Airbnbs rule against coercion or intimidation to influence reviews.Harm: Airbnb marked this review as relevant, so it appears at the top of my listing, deterring bookings and lowering my rating despite my long history of positive reviews. I submitted two disputes with evidence; both were denied automatically without proper review.Requested resolution: Removal of the review due to policy violations and harm to my business, and a manual reassessment process for similar cases to ensure fairness and transparency.
Business Response
Date: 07/27/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of Jul 27. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb
Initial Complaint
Date:07/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This Business has not complied with the refund policy time as per their agreements and statements I have been waiting for a total refund of $560 dollars for a month. Made calls explainint the situation And no refund yet.
Business Response
Date: 07/27/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607

Re: Case # 23658865

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [27 July 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb
******
Initial Complaint
Date:07/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern, I had an Airbnb stay which had to be cancelled however the Airbnb company does not offer refunds and the insurance I paid for does not cover this. The rooms for sleeping were hot. The host agreed to refund but I still had to pay half the cost. This is a terrible situation and one in which has left me in a bad situation.
Business Response
Date: 07/26/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case # 23656732
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
Airbnb
Initial Complaint
Date:07/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our neighbor owns an Airbnb. There are constant neighborhood disruptions from this home. Loud music, yelling, screaming, gunshots, and more are regular. We cannot sleep or even watch television in our homes because of all of the noise. The owner refuses to do anything about the problem. Airbnb has done nothing. We and neighbors have complained repeatedly to them about the issues. Everyone in the neighborhood has worked a lifetime to have our homes, and our peace and tranquility is gone. The police are called all the time, but its different renters, and the owner, ******, refuses to help.
Business Response
Date: 07/26/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23656559
The complainant is currently working with our specialized customer support teams that handle these types of matters as of 26th July 2025. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb
Initial Complaint
Date:07/25/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were hosts on the Airbnb's platform in 2015 and had 7 great guests, however one of the guests was terrible. They were loud, abusive, they trashed our place, and they wouldn't leave. We had to threaten to call the police. We submitted photos to Airbnb and we let them know, and they paid us for damages. The guests that did all this damage left a horrible review, and Airbnb will not remove it.
Business Response
Date: 07/26/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team had already issued their final decision on this matter. Please refer to our direct correspondence on 26th July 2025. Below was the final decision email sent to the user:

Hi Bojan & ******* S,

Thank you for your patience as our specialized team reviewed this further.

Please note as this reservation was made in 2015, and since then, our policies have continually evolved to reflect the latest standards and practices.

After a careful and thorough review, our team has evaluated that the review left by your guest, *** for 4BT399 does not meet our criteria for removal and will therefore remain visible. I assure you that this decision was made after a thorough investigation and in strict adherence to our Review Policy, which does not allow for any flexibility.

I empathize this may not be the outcome you desired, but it is encouraging to see that you have responded to the review. This response is visible to both hosts and guests, helping them understand your perspective and the steps you've taken to address their concerns.

For more information about our Review Policy, please visit the following link: **********************************************************************

I understand you are considering hosting again, and you may be concerned about the impact of older reviews. Please rest assured that future guests can see the date of every review, and it's clear that ***'s feedback is from several years ago. Many guests recognize that things can change significantly over time, and they often consider more recent reviews and the improvements Hosts have made.

If you have thoughts on how we could improve our policies or the review process itself, please don't hesitate to share your insights here: ******************************************************************. Your perspective is incredibly important to us and can help us make Airbnb better for everyone.

Thank you for your understanding. If there is anything else I can do to support you, please let me know. Otherwise, I can close this case for you.

Kind Regards,
******

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Sincerely,
Airbnb

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