ComplaintsforAirbnb, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  February 2024 - Guest stayed in condo for 30 days - Dispute to RELIST MY PROPERTY - AIRBNB did not try to resolve this matter in a fair review - The issue has removed my property from advertising Good Day, In reference to an Airbnb listing pending for removal on April 13th. I have made several message and recorded attempts to Airbnb to justify my appeal. I did no harm or illegal action to dismiss my business listing. I sense the guest left a libel review to intentional inflict me with emotional distress . ***** stayed in my condo 30 days and did not acknowledge an issue in writing during the stay. I require a letter to file a Demand For Arbitration to dispute and rectify this unfair decision and settle with other options to re-list my property. I have 5 star and 100% rating. Thank you kindly in advance.

  Business response

  04/12/2024

  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 Apr 08, 2024. Below was the final decision email sent to the user:
  
  {Hi *****
  
  After a full review of your appeal, weve determined that the information you provided does not qualify for your hosting permissions to be reactivated.
  
  Your appeal has been denied, and we will uphold the original outcome to remove your hosting permission for not following our ground rules for Hosts. You can learn more about the ground rules for Hosts through our *********** article:
  
  airbnb.com/help/article/2895
  
  Your appeal is now closed, and we wont be able to offer you any further support for this case at this time.
  
  Thank you for your patience and understanding.}
  
  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.
  
  

  Customer response

  04/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is un-satisfactory to me.  Due to the last guest that did not communicate within the 30 days of any issue and this would be noted to resolve.  Just like any other tenant and landlord issue with rental.  It just unfair how a guest can stay for 30 days and not communicate and then take into determination that the condo was not for them or their taste.  It does not make sense.  No verification or Airbnb inspection was thought to be considered to go and review Truth or False.  This was treated unfair. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had booked a reservation I few months ago for the end of April. Last week Airbnb let me know the host canceled the reservation. The last time this happened Airbnb provided a large credit so I could book another place because there were no cheaper options. This time there are no cheaper options and Airbnb originally only wanted to give a $25 credit. I did some research Airbnb made $110 that the host paid Airbnb for canceling my reservation. I think its a bit crazy that Airbnb is not even willing to give me the full $110 that they received due to the host canceling.

  Business response

  04/10/2024

  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 Apr 11,2024. Below was the final decision email sent to the user:
  
  {Hi ****
  
  This is ***** manager from the resolution support line
  
  I was able to carefully review your case and your request, unfortunately this time we will not be able to complete your request.
  
  Reason why is due to we need to follow out policies, and we are unable to jump over them, as the last massage provide expectations we need to follow our Re-booking and Refund policy, as this part state.
  
  "We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of a cash refund."
  
  Once again we do apologize this is not the outcome you would like but we need to take expectation as a final decision in our behalf, this means we will not be able to change this decision.
  
  We already complete our promise and sent you the $100 as a coupon on your profile
  
  Coupon code: XEEQTXXXXXX
  Expiration date: 2025-04-10
  
  If you would like I will share with you a link if you would like to provide direct feedback
  
  ****************************************************
  
  Best 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.
  
  

  Customer response

  04/11/2024

   
  Complaint: 21558355
  
  I am rejecting this response because: it will cost me significantly more than $100 to book a new reservation further Airbnb made over $100 from the host due to this cancelation which means they are offering me less then the revenue they made by providing a terrible customer experience. Further ********************** had offered me a check or credit the senior manger just closed the case and processed a coupon and closed the case without allowing for any reply. 
  

  I will consider this matter settled with a $300 credit. 
  
  Sincerely,
  
  *******************************

  Business response

  04/11/2024

  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 Apr 11,2024. Below was the final decision email sent to the user:
  
  {Hi ****
  
  This is ***** manager from the resolution support line
  
  I was able to carefully review your case and your request, unfortunately this time we will not be able to complete your request.
  
  Reason why is due to we need to follow out policies, and we are unable to jump over them, as the last massage provide expectations we need to follow our Re-booking and Refund policy, as this part state.
  
  "We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of a cash refund."
  
  Once again we do apologize this is not the outcome you would like but we need to take expectation as a final decision in our behalf, this means we will not be able to change this decision.
  
  We already complete our promise and sent you the $100 as a coupon on your profile
  
  Coupon code: XEEQTXXXXXX
  Expiration date: 2025-04-10
  
  If you would like I will share with you a link if you would like to provide direct feedback
  
  ****************************************************
  
  Best 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.

  *******

  Airbnb

  Customer response

  04/11/2024

   
  Complaint: 21558355
  
  I am rejecting this response because: Airbnb offered me the choice of a check or $100 credit and then decided with out my asking to give a credit I would like the check and I still would like an additional $200. 
  
  Sincerely,
  
  *******************************

  Business response

  04/12/2024

  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 Apr 11,2024. Below was the final decision email sent to the user:
  
  {Hi ****
  
  This is ***** manager from the resolution support line
  
  I was able to carefully review your case and your request, unfortunately this time we will not be able to complete your request.
  
  Reason why is due to we need to follow out policies, and we are unable to jump over them, as the last massage provide expectations we need to follow our Re-booking and Refund policy, as this part state.
  
  "We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of a cash refund."
  
  Once again we do apologize this is not the outcome you would like but we need to take expectation as a final decision in our behalf, this means we will not be able to change this decision.
  
  We already complete our promise and sent you the $100 as a coupon on your profile
  
  Coupon code: XEEQTXXXXXX
  Expiration date: 2025-04-10
  
  If you would like I will share with you a link if you would like to provide direct feedback
  
  ****************************************************
  
  Best 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.
  *******
  Airbnb

  Customer response

  04/12/2024

   
  Complaint: 21558355
  
  I am rejecting this response because: Airbnb promised to reimburse me $100 for an offsite booking and then with out asking closed the case and gave a $100 coupon. They didnt ask me if I wanted that and I would like the $100 check. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was compromised and someone booked a reservation without my knowledge or consent and I have had to FIGHT WITH THEM FOR MONTHS NOW BEHIND GETTING MY HARD EARNED MONEY BACK!!!! If I don't get a refund, there will be criminal charges and a LAWSUIT against you all at Airbnb! You CANNOT commit THEFT and steal money from me for a reservation I never booked!!! I'm tired of the back and forth! REFUND NOW!!!!!

  Business response

  04/10/2024

  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 [10th April 2024]. 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 response

  04/10/2024

   
  Complaint: 21555159
  
  I am rejecting this response because: I have already tried working with someone and NOTHING WAS DONE! JUST ISSUE MY REFUND!!
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2024

  Airbnb
  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 has already issued their final decision on this matter. Please refer to our direct correspondence on (10 April). Below was the final decision email sent to the user:
  
  {Hi ******,
  
  My name is ******, and I'm a Trust specialist at Airbnb. The reservation was made from a device that goes back to good sessions on your account. This same device was also used to communicate to Hosts for past reservations and also to Airbnb's support team. I am unable to find any unauthorized activity. I would like you to check with anyone you know that you have given access to this account.
  
  I have reviewed your login history and would like to assure you that the login from iPhone is associated with authorized sessions from your account.
  
  Best,}
  
  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.
  
  

  Customer response

  04/11/2024

   
  Complaint: 21555159
  
  I am rejecting this response because: that is a LIE! I HAVE NOT USED AIRBNB SINCE LAST JUNE! I know whether or not I logged into a platform and I KNOW I DIDNT DO THAT SO ISSUE MY REFUND OR IT WILL GO TO COURT & CHARGES WILL BE PRESSED! You WILL NOT STEAL FROM ME!!!!!
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  
  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:
  www.airbnb.com/help/feedback

  
  Best,
  Airbnb

  
  

  Customer response

  04/13/2024

   
  Complaint: 21555159
  
  I am rejecting this response because the suggestion is to REFUND ME BEFORE I TAKE LEGAL ACTION AND GET THAT MONEY YOU STOLE PLUS MORE FOR WHAT YOU ALL ARE PUTTING ME THROUGH! REFUND ME NOW!!!!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I booked a reservation for us and our 3 kids under my account because he could not get it to load for him to create his own account. He paid the deposit, and we booked the reservation. The very next morning my account had been banned due to child trafficking violations. I am VERY stunned, and we are both humiliated at even the thought. We lost our reservation and airbnb won't help.

  Business response

  04/10/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 21550208

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 10, 2024]. 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,

  Caleb S
  Airbnb
  

  
  

  Customer response

  04/10/2024

   
  Complaint: 21550208
  
  I am rejecting this response because I have made attempts to find out why my account was banned and my reservation canceled. I cannot receive an answer. I should not have to wait days for someone to tell me what airbnb thinks we did wrong by making a reservation. That is something that should be readily available to answer to a customer. 
  Sincerely,
  
  *************************

  Business response

  04/10/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 21550208
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 10, 2024]. 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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked an AirBNB for 04/04-04/10. On the second day, we noticed scratching and noises in the attic. We immediately recorded a video and sent to the host. He sent a critter guy out. The guy said there was nothing in the attic currently and he would get the holes patched when he could. The next day, we saw a family of squirrels entering and exiting the house at will through a hole in the window frame. We packed up and left. I requested a refund for the nights we did not stay due to the unsafe living conditions. My family should not have to breath in rodent urine and f**** My refund was denied.

  Business response

  04/10/2024

  Airbnb
  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 21549325
  
  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 (9 Apr 2024). Below was the final decision email sent to the user:
  
  {Hi *****,
  
  Thanks for taking my call. I hope this message finds you well.
  
  I understand that you need not finish the reservation with your Host Uday due to the family of squirrel, and you want also a refund for 3 days unspent nights. I do apologize for the misinformation that has been provided to you, I know how much this might have been an inconvenience to you. We are glad that you reached out to us about this important matter. No worries, I will try my best to help you out with this.
  
  I just want to let you know that I've processed your refund for 3 days unspent nights amounting $586.5, Just to set your proper expectation this may take 24 hours to reflect on your original payment method which is PayPal, if you experience any delay I highly suggest contacting your bank and provide the payment code (e6p9yp5g) for them to be able to track it. You may also ask them if they can expedite the process.
  
  To know more about When youll get your refund, you may check this link:
  
  airbnb.com/help/article/1967
  
  I'll go ahead and close out our conversation. If you have any other questions please feel free to reach back.
  
  Were always working to become the best we can be, and we encourage you to reply to this message with your feedback. Even if we cant accommodate all requests, we value the feedbackyour voice is essential.
  
  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.

   

  
  

  Customer response

  04/10/2024

  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

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a new Airbnb host. I am about 8 months in and for the first time in a scheduled payment (from a guest stay) did not payout at the scheduled time on April 5. I contacted Airbnb to try to troubleshoot and they were not helpful. They read me some vague inaccurate verbiage and so I thought (even though, I knew they were wrong) I would give it another day. The next day (on April 6), another scheduled payout was missed. I again contacted Airbnb stating that there was an issue, something was wrong. Again the agent read some vague language (that was inconsistent with my experience) and so I knew I would have to go figure it out. Which I did. Turns out my card on file, had expired 5 days earlier. I called Airbnb again explained that I had diagnosed the problem and changed the card on file and hoped this would trigger payment. It did not. Neither did additional call or IM/Chats. I was told they were "escalating" my issue to the special "Payout Agents". And I was to await a call back. 2 days later: No Special Agent callbacks, No ETA's, No SLA's to hold anyone accountable to, No email address or phone number to get direct access to, No actual Deparment Name. Just a vague promise that a special agent from the payout team will reach out at some point. I have tried reaching out to **************** via other chanels, but there does not seem to be any way to get the issue resolved quickly and really no one to hold accountable for some standard of service. I am a small business (fledging small business) and my big corporation partner is not only not supportive (they are sabotaging me at this point).

  Business response

  04/09/2024

  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 April 9, 2024. 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 response

  04/09/2024

   
  Complaint: 21547837
  
  I am rejecting this response because:
  For most organizations, fixing an issue like this takes ONE phone call.  Usually the ************* personnel have access to information to troubleshoot, diagnose and fix the issue in one call.  Unfortunately, AIRBNB has been unable to do any of this.  I have done all the diagnosing and have made multiple calls to get updates.  There are no updates and no ETAs.  The notion that the special team has it, and is working on it, gives me zero confidence because AIRBNB has shown zero accountability, ownership or transparancy in this issue.  At this point, I there is a massive degradation of trust.  I don't have any confidence that they are resolving this issue (that should have taken ONE phone call to resolve).  
  

  The issue remains open, therefore my complaint is still open.

  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  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 April 9, 2024. 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 response

  04/09/2024

   
  Complaint: 21547837
  

  I am rejecting this response because

  i am unable to "work with these specialists".  They have not provided me with any updates since Saturday. There are no updates, no ETAs, no email address or phone number to reach these "specialists".    Therefore I cannot "work with them". 

  As of 4:38pm on 4.9.24, these payments still show as oh hold", with no explanation. 

  This should be a 10 minute resolution.  At this point Airbnb is defrauding me.  The case is still open.  I have no indication that they are resolving it.

  
  Sincerely,
  
  *************************

  Business response

  04/10/2024

  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 April 9, 2024. 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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at an Airbnb recently that had a significant ADA ********** It was NOT ACCESSIBLE by car at all and guests need to walk 1/5 mile up a very steep cobblestone alley to reach the property. I contacted Airbnb immediately for a resolution and I still haven't heard back. I initially contacted them on Feb 12th and have been reaching out to the regularly ever since.There was NO information in the description saying that you can not reach the property by car.

  Business response

  04/09/2024

  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 9 April 2024. 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 response

  04/09/2024

   
  Complaint: 21547801
  
  I am rejecting this response because Airbnb has been giving the no resolution despite saying they are looking into the situation since Feb 12th. I have reached out to the repetitively with no assistance from them to update the description so people are aware the location is not able to be reached by car and is not ADA **********************************************************

  Business response

  04/09/2024

  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 9 April 2024. 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 response

  04/09/2024

   
  Complaint: 21547801
  
  I am rejecting this response because:of explanation given previously 
  
  Sincerely,
  
  *****************

  Business response

  04/10/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 21547801
  
  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 (DATE). Below was the final decision email sent to the user:
  
  {Im sorry to hear that your reservation didnt go as expected, Rich & ***.
  
  If unexpected things like this happen, Airbnb offers AirCover for guests. AirCover for guests provides support for serious issues with your booking (ex:. Host cancellation within 30 days of check-in) or during your stay (ex: the heat going out in winter, the listing has fewer bedrooms than listed, its a different type of homea private room instead of an entire home, a major advertised amenity such as a pool or kitchen is missing).
  
  You can learn more about AirCover for guests in our Help Center:
  
  airbnb.com/help/article/3218
  
  To qualify for support under AirCover for guests, guests should:
  
  - Report any travel issue to their Host, or to us, within 72 hours of discovering it.
  - Share some documentation (photos, videos etc.) of the issue.
  
  We've let the Host know about it regarding disclosing this information. Unfortunately, your Host refuses to refund any amount, it has been more than a month now.
  
  We're not able to take any actions based on our policies to make a partial refund. We appreciate your comprehension regarding this matter, and we know this may not be the outcome you expected.
  
  We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:
  
  airbnb.com/help/feedback
  
  I'll go ahead and close out our conversation. If you need any further assistance, we're at your disposal at www.airbnb.com/help.
  
  Best,}
  
  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.

  Thanks,

  ************ 

  
  

  Customer response

  04/10/2024

   
  Complaint: 21547801
  
  I am rejecting this response because: I already filed a complaint with Aircover months ago! I was told I'd hear back in 72 hours but despite contacting you repeatedly I have not gotten a response. I want is a refund and for the host to be required to upgrade the description so future guests are informed that you are NOT ABLE TO REACH THE LOCATION by car! Others should not be made to walk 1/4 mile up a steep cobblestone alley w their heavy luggage like we were. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had rented a room through someone on air bnb. The reservation should have been for March 3, 2024 - May 18m 2024. Throughout the course of my stay I had to cancel early and leave due to a safety issue the property had. I left the property on March 25 and contacted airbnb about this safety issue. Airbnb still charged me for the next month I was to stay at the rental, approximately$831, despite the fact that I had to leave the property through no fault of my own. I reported the safety issue to their safety team, gave them evidence of the issue, and still have yet to receive my money back. I have been in contact with the support team for weeks with very little contact on their part. Finally they said they would give me a partial refund several days ago instead of my full refund. I have no received any refund at all still, and they are yet again not replying to my messages. I have already contacted my credit card company to start an investigation of fraud on air bnbs part. Attached are my conversations with the host, as well as my conversation with air bnb.

  Business response

  04/09/2024

  
  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 21546946
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 9,2024]. 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,

  Bella
  Airbnb

  
  

  Customer response

  04/09/2024

   
  Complaint: 21546946
  
  I am rejecting this response because: I have been working with the special customer service team for this complaint for weeks and have received no reply nor resolution in days. I last sent a message to your team 5 days ago and still have yet to receive a response nor a refund. I had to contact my credit card company to do an investigation because of your company's lack of response.
  
  Sincerely,
  
  ***********************

  Business response

  04/10/2024

  
  Better Business Bureau Inc.
  *************************************************************************; 94607

  Re: Case # 21546946

  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 10th 2024]. 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 response

  04/10/2024

   
  Complaint: 21546946
  
  I am rejecting this response because: As can be seen by their response here, they are saying the same exact thing without actually doing anything about my complaint. My support case with air bnbs team has still not been updated or responded to. They just keep sending this same response through BBB. They are continuing to ignore me and my case, as well as my refund. 
  
  Sincerely,
  
  ***********************

  Business response

  04/10/2024

  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 Apr 05, 2024. Below was the final decision email sent to the user:
  
  {Hello ******,
  
  Thank you for being patient and providing the requested information.
  After a full review of the available information, weve issued you a partial refund for this reservation of $500.63 for the nights you did not spend.
  
  As your initial nightly rate was $37.58, and you stayed 21 nights this means you should pay $789.18, along with the resolutions' payment you received for $707.25, this meant you are owed a remaining amount of $500.63.
  
  Refunds are sent right away from our side, but your bank or credit card issuer may take longer to get it to youit depends on how you paid and where you live.
  
  Learn more in our Help Center:
  
  airbnb.com/help/article/1967
  
  You can also confirm that the refund has been processed on your Airbnb receipt:
  
  airbnb.com/reservation/receipt?code=HMABMPES59
  
  If you need any further help, let me know and I'll be happy to assist.}
  
  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.
  
  

  Customer response

  04/11/2024

   
  Complaint: 21546946
  
  I am rejecting this response because:I HAVE NOT GOTTEN ANY REFUND YET AT ALL!!!!

   

  I do not know how to be more clear about this. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was looking for house to rent but I also wanted a pool, for my kids to enjoy and my parents. This way we didnt have to leave and could have meals on the back patio and still be wet from swimming. I rent this house because it could sleep 10 and had a private pool. The first picture you see in the website is the pool. We booked and I did buy insurance cause I did book it earlier in the year. The family all arrived around the same time 330. Walked into the house and walked the place. We noticed some cobwebs in the corner and some bugs, cobwebs over some of the lightening. Then walked out to poolthe pool was dirty, plus pool deck. The furniture looked awful and old. The pool was not ready for swimming. We was not very happy. Then we started to unpack and noticed the house wasnt very clean. Then we wanted to make pizzas for supper. Went to kitchen to start food. No pizza pan, cake pan, cookie sheet, measure cups, 1 dish towel, 1 oven mitt(dirty), 1 dish cloth and only 5 forks. They also left open food items in the frig and in cabinet. Only had 7 bath towels and 7 wash rags. This is for 10 people then should have supplies for 10 not 7. It was 930 at night we just got back home and we was looking for extra blankets for the trundle bed. Noticed the hallway light was burnt out(which the rug in hallway was rolled on corner, family all tripped over it) went to the closest and some of the closest lights was burnt out. The lamps was missing light bulbs, the front porch light was all burnt out. Had to use phone to put in pass code. We did text ***** at 9:30 and he didnt answer till the next day after we called AIRBNB about an hour(1030). Told them that with all the issues and repairs they needed to do that we will not be staying another night and need to find another place. Airbnb told me to give them a chance to make right. Nothing till I called back till 230. All the issues should of been done and clean. Also the bathroom doorway locked. Bedding dirty

  Business response

  04/09/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #  21537180
  We have reviewed the facts related to the case number <21537180> and considered the proposed resolution.
  In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns. 
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  

  Bella
  Airbnb
  

  
  

  Customer response

  04/09/2024

   
  Complaint: 21537180
  
  I am rejecting this response because: There  is already a complaint for the bad furniture a year ago and nothing was done. I want the bad review removed that he put on me.  He shouldnt be able to list with airbnb anymore. With all the lights that was burnt out and missing makes me think an electric issue. 
  
  Sincerely,
  
  ***********************

  Business response

  04/10/2024

  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 April 10, 2024.. 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

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I phoned Airbnb prior to my check-in time, letting them know of a safety concern after driving through the neighborhood and approaching the home. I was confronted and nearly accosted in the neighborhood by strangers. After reporting this issue, I also reported an inaccuracy of the listing which would have required a cancellation had I checked in. The bathroom was listed on Airbnb as attached to the bedroom, when in fact the owner stated to me in a message to me on the day of check-in that the bathroom was accessible from the hallway outside of the bedroom. I used Airbnb for 7 consecutive months as I traveled. This is $231 to Airbnb, but iAirbnb will lose out on multiple future reservations, as I will not give them my business in the future. They did not take my safety incident seriously, asking me if I had photos when I feared for my life. They also ignored the listing inaccuracy. In essence they stole three nights of my money before cancelling the reservation for the reasons I provided them.

  Business response

  04/08/2024

  Better Business Bureau Inc.
  *************************************************************************; 94607

  Re: Case #********  

  Regrettably, we are unable to locate a 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
  

  
  

  Customer response

  04/09/2024

   
  Complaint: 21544170
  
  I am rejecting this response because:  Airbnb requested information to identify the reservation in question. 

  The confirmation for the reservation is HMJ5E3MJPZ, for a check-in date of January 17, 2024.  As mentioned prior, I never checked in at the home because of having my car attacked and my life threatened as I drove toward the home.  I hurried to an area where I felt safer and called Airbnb, to report the incident.  I told Airbnb staff that I needed the reservation to be canceled with a full refund--that I could not simply cancel and lose monies for lodging.  Over the next three days, I followed up with Airbnb numerous times regarding the situation, also communicating that the host had shared details about the reservation that proved the listing was inaccurate.  I was being passed from ambassador to ambassador during the three days, each one not having a grasp of the situation.  After three nights expired, an ambassador finally returned one of my calls and canceled the reservation, explaining to me that the cancellation qualified under AirCover for safety concerns.  I had requested, prior to check-in, an immediate refund so that I could obtain alternate housing.  I ended up staying in my car for three nights, in a much safer neighborhood, because money was not available for me to get alternate lodging.

  I used Airbnb for travel from June 2023 thru January 2024.  I had no issues until this reservation, scheduled for January 17, 2024.  I deleted my Airbnb account after unjustly losing my money.  I would like to restore my trust in Airbnb and feel encouraged to use it for future lodging.  However, I am completely discouraged to use Airbnb given the delay in processing a cancellation after my life being threatened--for a listing that was also not accurately described.  4 of the 5 reservations I had prior to this one, the hosts left reviews, all of them positive.  I need to know that my safety is of utmost importance to Airbnb when I book and that my money is safe as well.  For this reservation, I did not see my safety being a concern to Airbnb, and taking money from me due to slow processing of a cancellation by Airbnb staff means that my money is at risk as well. While I expressed empathy for the host when needing to cancel, a threat to my safety changes everything for me.  I have used other websites and hotels since, to obtain lodging.

  I have attached screenshots of the listing and the host's message to me, which proved that the listing was inaccurate.

  
  Sincerely,
  
  *******************************

  Business response

  04/09/2024

  Airbnb
  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 has already issued their final decision on this matter. Please refer to our direct correspondence on (Jan 26). Below was the final decision email sent to the user:
  
  {Hi *******,
  
  If youd like to ask for a refund from your Host, you must open a request in our ****************** where you can message them directly and, if needed, upload photos.
  
  To get started, just visit the ***************** at:
  
  airbnb.com/resolutions
  
  After 72 hours, if you arent able to reach an agreement, or you don't receive a response, youll be able to ask Airbnb to help out by selecting Contact us.
  
  Should you have concerns or questions regarding what I discussed, please feel free to respond to this message or let me know as I will still be in the office in the next hour ready to help. If there's none then I will be closing this ticket today.
  
  In the event that you think of other questions in the future and may need immediate assistance, please do not hesitate to call us or visit our website. Please know that we are here with you all throughout your Airbnb journey so if ever you need further assistance or have other questions, please don't hesitate to reach out to us. We're just one message/call away:
  
  airbnb.com/help or airbnb.com/help/contact_us
  *******************************************************
  
  Best 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.
  

*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. ↩