Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

7,448 total complaints in the last 3 years.
2,383 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:01/10/2024
Type:Billing 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.
Dear Better Business Bureau,I am writing to file a formal complaint regarding an Airbnb reservation that has resulted in a series of issues and complications. The details of the transaction are as follows:1.Date of Transaction: Dec. 7, 2023 - Dec. 14, 2023.2.Amount Charged: $586.64 via PayPal.3.Issue Description:Upon booking a week-long stay at a townhouse through the Airbnb app, I encountered an unexpected problem.After completing the booking process, I was redirected to a page stating that my Airbnb account was suspended due to a background report, preventing me from corresponding with the host and jeopardizing my stay.Upon contacting Airbnb immediately, I was informed that the suspension was linked to an account under the name of a friend, *******************, who had used my phone number to set up an account over a year ago. Despite providing personal identification, Airbnb refused assistance.The funds ($586.64) were promptly deducted from my PayPal account, raising concerns about the promptness of this transaction in contrast to the subsequent account suspension.Despite assurances that the matter was sent to a specialist team for review, a month has passed without resolution or refund. I have also made a dispute through PayPal which I sent Documents of.Recent attempts to reach Airbnb customer support have been unproductive, with a lack of information and an unexplained call disconnection.I believe this situation requires urgent attention and resolution, as it has left me without accommodation for the specified week and has caused undue financial distress.I kindly request your assistance in investigating this matter and facilitating a prompt resolution to ensure a fair and equitable outcome.Thank you for your attention to this matter.Sincerely, *******(*****) Gretencort She/Her - Pronouns ************** *********************** *******************************************************
Business Response
Date: 01/11/2024
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 Jan 11. 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:01/10/2024
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.
My husband and I got a cabin through them for our honeymoon and due to snow storms that occurred the last 2 nights it was deemed unsafe by the power company due to the power mast breaking off of the house. So we had called Airbnb and they said if we got a hotel to send them the receipt and they will reimburse us. So I did and it has been almost 2 months now and I still haven't received the money. It's $495 and I reached out to them numerous times and they just keep telling me it's been processed to call my bank (I have and they see nothing on their end). Also they tell me that their payouts **** will call me and they never do. I just don't know what else to do because calling them gets absolutely nowhere and I need the money back.
Business Response
Date: 01/11/2024
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 [Dec 20, 2023]. 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: 01/11/2024

Complaint: 21117554

I am rejecting this response because:
That is their answer everytime I would reach out to them and when they said their reaching out to their specialist, it gets absolutely nowhere and then I never hear from the specialist.

Sincerely,

***********************
Business Response
Date: 01/13/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21117554
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [January 13,2024]. 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 Answer
Date: 01/16/2024

Complaint: 21117554

I am rejecting this response because:
That was the same response as before and they will keep giving that response and not actually do anything.

Sincerely,

***********************
Business Response
Date: 01/17/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21117554
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [January 17,2024]. 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
Date:01/10/2024
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.
I had a guest check-in to my villa and once inside, request a cancellation of their reservation. Airbnb approved this cancellation despite me responding to the guest and stating WHY I was not going to approve the cancellation. The guest was INSIDE my villa. THEN Airbnb allowed a cancellation. I was not paid ANYTHING for this reservation despite the guest spending the night at my property. The guest stated to Airbnb that they weren't able to check-in, however, I provided Airbnb text messages between myself and the guest where the guest was asking me where things were INSIDE the villa. If the guest hadn't been able to check-in, they wouldn't have been asking me where to find beach chairs and fan switches.Airbnb has been incredibly unhelpful. I've had FIVE different "representatives" talk to me in one thread. I keep being "transferred" my case keeps getting closed. I was told to respond within 5 hours, yet Airbnb took 36 hours to respond to me...only after I messaged again. I'm due my full payout for my reservation. The guest checked in and stayed. My calendar was blocked off for months for this guest. The guest did not indicate there was any sort of emergency or issue with the property, they lied and said that they couldn't check-in. My policy for cancellations is that I'm paid 100% of the reservation if cancelled within 5 days of arrival. They cancelled AFTER they checked in. I need someone competent to review my case and screenshots. The guest confirmed to me that the phone number that I was texting was correct. He had all the information he needed AND checked-in to my villa. Airbnb owes me money for his reservation.Screenshots are attached of my conversation with the guest. I can attach screenshots of all the chats with different representatives if needed. Reservation: HMCYHWDHE2
Business Response
Date: 01/11/2024
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 [January 11, ****]. 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: 01/11/2024

Complaint: 21114970

I am rejecting this response because: the specialist team keeps closing my case. I have provided proof of communication with the Guest that they were in my house. They then contacted Airbnb and lied and said they weren't able to check-in. They were asking me where items were INSIDE my house: beach chairs and fan controls. If they had NOT checked in, they would not be asking me about these things. They would have instead stated that they had issues checking in. The specialist asked me for a picture of the guest, which I do not have. Why would I have a picture of them inside my house? The villa is in ******************, I live in the US. I did not fly there to take a picture of them in the property. I have texts with the Guest - confirmed by the guest it was the correct phone number. They were in my house for 1 night and 2 days. They requested to cancel and despite me denying the cancellation request, Airbnb approved it. I'm due money for his reservation because he and his guests stayed in my villa. My cancellation policy doesn't allow cancellations within 5 days of arrival and the cancellation was done post-checkin after the guest had already arrived. The specialized team has been no help.

Sincerely,

*********************
Business Response
Date: 01/13/2024
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 claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on Jan 9, ****. Below was the final decision email sent to the user:

Hello ******,

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
Guest not able to check in on the Listing is valid.

We understand that this might not be what youd hoped for,
but we came to this outcome because the guest able to report
to us about not bale to check in, and you don't have any
photo that guest stay on your Listing for 1 night.

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:
airbnb.com/feedback

Best regards,

AIRBNB SUPPORT

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.

Regards,
*******
Airbnb
Customer Answer
Date: 01/16/2024

Complaint: 21114970

I am rejecting this response because: Let me get this right... because the guest says they can't check in, you just accept that? I have conversations WITH the guest showing they were INSIDE my house. I'm confused with where you think I would have a picture of the guest inside my house when my listing is not where I live?
So, what you're saying is, I can book reservations and go to peoples house and stay for free as long as I tell you that I didn't check-in and they don't have a photo of me? Most people do NOT LIVE IN their rentals. I was also not told to go take a picture of the guest or I probably could have had a neighbor go take one.
I have shown you proof of conversations with the guest that they were INSIDE my home. Going INSIDE my home means you've checked in. What proof did the guest provide you? None? They were able to check in.

Sincerely,

*********************
Initial Complaint
Date:01/10/2024
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.
1) 12/31/2023 2) $3,042.81 3) Airbnb Apartment Rental 4) I was planning on renting a place in ******* for the Month of February. I found a place that looked nice and was in a good location. I checked with Host on a few questions and then reserved the property. Within a couple of hours, I found out that I only needed the place for 3 weeks, instead of 4. I immediately contacted the Host indicating that I would need to make a change. They immediately asked how many more days I would need the property, and I told them that I needed to reduce my stay. They told me how to make changes on Airbnb website, which I immediately did. From that point on, they became unresponsive, such that it took them 24 hours to make a decision, when before that, they were responsive to my questions within ********************************************************************************************************************************** to pay for the entire month, as not many people are visiting ******* in February. They refused as most likely it is very hard to rent this month, but their lack of timely communication also is a red flag for this Host. In addition, they charged me right away, but still continued to post the property on Airbnb for the month of February. I believe that is unethical and possibly illegal. I also fault Airbnb for their platform that would allow a Host to charge and collect fee, but still continue to post that the property is available.
Business Response
Date: 01/11/2024
Airbnb
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21114131

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:

{Hi *****, Good day!

I hope that this message finds you well. I'd like to apologize if this concern takes too much of your time.

If youd like to make a change to your reservation, you can ask your Host by sending a change request through the platform.

You can ask to change the dates, the number of guests, or to switch to another one of your Host's listings. To learn more, check out our *********** article:

airbnb.com/help/article/913

Remember, changes are subject to availability and terms, and the cost of your reservation insurance may alter if you make a change to your accommodation reservation any changes requested must also be accepted by your Host. Once you submit your changes, your Host can either accept or turn them down. If they accept, youll be charged or refunded accordingly. You can learn about how to check your updated receipt by visiting:

airbnb.com/help/article/2491

If your Host turns the change request down, the original reservation details remain as is.

Thanks in advance for your understanding. Please do not hesitate to let us know if you have any other questionswe're always more than happy to help!}

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.
Initial Complaint
Date:01/10/2024
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.
I am seeking a refund from AirBNB, as I have been unable to actually speak with anyone there and continue to get lost in their forever changing online chat rooms - community expert, safety, airBNB support, and Support Ambassador, never actually getting an answer from any of them and then the case being closed. Booked a room with *** from Dec 30- Jan 13. Dec 30, *** and another guest from ***** were drinking whiskey and smoking marijuana so kept the door to my room locked at all times. Dec 31 after watching fireworks, *** tried to get drinks from a private party, we were escorted out. I have been getting up early to avoid ***. He is a pathological liar with narcissistic tendencies. *** has three 5-star properties listed, but the only property is 76 Triq In Nadar, *****************, **********. 1) Room in **********, private room in *****. $22 5 - from 4 people 2) Room in **** is-Ghajn, room with window. $20 5 star from 6 people yet showing 4.7 cleanliness, 4.7 accuracy.(Not sure how that adds up to 5 star)3) Room in **********, private bedroom w/ en suite yet shows shared bathroom. $22 5 star - 10 people (less than 5 star in cleanliness, accuracy, and location). The room I booked is no longer shown. All properties are showing similar photos. The room I booked looked nothing like the room I stayed in and the bathroom did not have a walk-in shower. Two of the property are guest favorites somehow! Nothing seemed to work - massager, blow dryer, toaster, even the plumbing. Filthy home with bird p*** everywhere. Their birds broke my necklace. *** asked me to stay in the guest room as he was not allowed to have guests after telling me he was the property owner. After requesting refund, *** stated I misunderstood the situation and no refund would be issued. After contacting AirBNB, its impossible to reach a person. I left over $100 in food, spent 30 on a taxi, 35 on hotel, and rebooked with another AirBNB. I am asking for a full refund $239 due to my troubles!!
Business Response
Date: 01/11/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21113305
Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of February 13, 2020. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb

Customer Answer
Date: 01/11/2024

Complaint: 21113305

I am rejecting this response because this stay occurred Dec 30, 2023 - Jan 13, ****. Therefore, it could not have been resolved in 2020.
The host should be held accountable for his erratic behavior and encouraged to refund at least seven nights, plus any cleaning or miscellaneous fees charged. He evoked fear for my life - I overspent my budget to ensure my safety!
If this type of behavior is allowed, AirBNB will be facing more lawsuits in the future.
Sincerely,
*******************
Business Response
Date: 01/13/2024
Airbnb
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21113305

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 (January 10,2023). Below was the final decision email sent to the user:

{Hi ****,

Thank you so much for understanding.

Your coupon code is: BHENWMPSEKZJ

This $200.00 coupon will expire in one year, 2025-01-10 and is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.

You can also find the coupon code by going to Account Settings > Payment Methods > Your Coupons.

Additional information on how to use your coupon can be found here: *******************************************************

You may also visit our *********** to read about coupon code restrictions:

airbnb.com/help/article/1352

I'm glad I was able to help. Before my message ends, I would like to take this opportunity to thank you for being part of our community and Airbnb family. Wishing you all the best and have a great day!}

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.
Regards,
Customer Answer
Date: 01/17/2024
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
Date:01/10/2024
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.
I tried to complete my booking from a special offer link from the host of the property on airbnb. The host had already accepted the terms of our stay, and sent us a special offer link since we were only planning on staying one night before heading back home when the host sent me the special offer link, she made a mistake and didnt update the number of guest which triggered airbnb to reject my reservation and market as a party risk. This is a family trip, I am four months pregnant and it is just going to be my husband myself and my in-laws. I have sent multiple screenshots through my airbnb support chat in my app that show the communication between my myself and the host **** where the host confirms the details of my stay back in November as well as admits that she made a mistake when entering the number of guests for the special offer link. My check-in date is January 10 and todays January 7. Airbnb has said they would escalate this to remove the flag so I can continue and complete my booking . It has been days and I still have not been able to complete my booking nor has the flag been removed from my account. My ********************** account is over three years old and I only have five star reviews. Please remove the flag on my account and let me complete my booking so that my family and I have a place to stay as planned.
Business Response
Date: 01/11/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21111718

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 (Jan 8). Below was the final decision email sent to the user:

{Hi ********,

I hope all is well. Apologies for any inconvenience. I would like to let you know that

Airbnb has introduced a series of limitations on bookings for entire homes due to a variety of reasons:

Individuals under the age of 25.
Lack of a verified account along with an official ID.
A limited number of positive reviews.
Proximity of the listing to the guest's own place of residence.
Closeness to the reservation start date.
Attempts to book during well-known party dates, like Halloween or New Year's Eve.

This is part of Airbnb's party and events policy. Read it here: ********************************************************

All I can do in this situation is send your account to Technical Support, which I've already done.

They will analyze your account in detail, and if everything is in order, the block will be lifted, and you will be able to make a reservation on our platform without any problem.

This account block can only be removed by this service, which will inform you by e-mail within 24/48 hours when the problem has been resolved.

During this period, you can only rent private rooms or hotel rooms.

As I am unable to help you any further, I will have to close this file, but I can confirm that your account has already been sent for analysis, and you will be informed by e-mail.

Thank you in advance for your patience and understanding!

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.
Initial Complaint
Date:01/08/2024
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.
My husband and I booked an Airbnb rental with this company via Airbnb for our trip to *********, ** 11/4 - 11/6, 2023. We booked the unit specifically because the listing said the building is smoke-free. I have a respiratory condition that inhibits me from breathing in the presence of even trace amounts of smoke of any kind, so it is absolutely necessary that there is no smoke. Long story short, the building smelled overwhelmingly of marijuana which came into the unit once the air conditioner was turned on. We contacted the host and she apologized and allowed us to leave saying we would get a full refund ASAP. We asked twice if we should tidy up the unit for them before leaving since we did use some things, but she insisted it was fine and we had nothing to worry about. Three days later, the owner, who is a different person than the host, contacted us saying we would only be getting $87 back. The full amount we paid was $235.88, but after fees the amount they received was $174.60. She sent photos saying we are lying and we left the unit in such bad shape she had to hire a cleaner, but the photos support everything I told her we did, which was laying on the bed, using the restroom, and washing the dishes we used. She says we used the shower because there were towels the basket, but I explained these were hand towels from washing our hands after the restroom and drying the dishes. Additionally, the cleaner took photos of everything she cleaned, and there were no photos of a wet or used shower. She kept saying we filled the trash cans to the brim but the cans were only 2-3 gallon sized and one of them was not full, it just had a box laying on top. She says we left food on the kitchen table but you can clearly see in her photos it is a stack of napkins that came from within the unit, so that is a blatant lie. She is now refusing to give any refund citing her no refund policy, but to falsely advertise AND refuse a refund when discovered is just scamming people.
Business Response
Date: 01/09/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20843669
Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of Nov 26, 2023. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb
******
Initial Complaint
Date:01/08/2024
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.
Tested positive for ***** 12/17/2023 Renting an apartment from the owner ***************************, who also runs an Air BnB upstairs.She has given us a notice to vacate because she has stated that I am interfering with her business. I have no intention of staying past Dec. 31, 2023 as that is the last day I have paid rent until.I have been given a strange hand written notice with threats. I have given her $1750 for a deposit and $1750 per month since Aug. 1 2023.I am concerned that she has visitors and has not informed anyone of the ***** status, yet wants us to leave immediately.
Business Response
Date: 01/09/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 21064246
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:01/08/2024
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.
I made a reservation through Airbnb in Reyjavik, ******* from 11/23/23-11/30/30. I needed an early check in because my flight arrived early, and contacted Airbnb. Airbnb told me to contact the host, which I did, and she said that the place was available for an early check-in. The day before departure, I contacted the host, and she said the place won't be ready for check-in and I had to pay extra if I wanted to check in early. Upon Airbnb policy, I was supposed to be provided check-in information 24 hours prior to check-in which I wasn't. I contacted the host and Airbnb, and didn't receive the check-in information. I contacted the host and she said I can cancel if I want and she won't provide me the check-in information. I contacted Airbnb, and they canceled the reservation, and put me in another more expensive place. The new listing had a dryer, microwave, and an iron listed. The new place didn't have a dryer, microwave didn't work, and there wasn't an iron. I contacted the host, and he said to go purchase the iron with my money, to get reimbursed, and didn't resolve the other 2 issues. I contacted Airbnb, and they said that it was between me and the host. Any communication was supposed to have through their portal, but I was contacted on my personal phone. I was left stranded in another country relying on my reservation through Airbnb, and put in the middle of an unsafe location to handle my ********. The host even said to go purchase my own toilet paper. All of this was listed on the booking, and Airbnb didn't do anything. I have made payments to Airbnb to provide their services, and they should be dealing with the host and address any concerns I had during my stay. I had to pay extra $60 to check in early, and this is something Airbnb should've resolved since they canceled the previous reservation. I reached out to Airbnb multiple times to fix the issues, but they didn't help with my stay in a foreign country. I also didn't receive a full refund from my previous cancellation of this stay. The email address is ********************** reservation number is HM3QDSRJDZ, phone number is ***********.
Business Response
Date: 01/09/2024
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #
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:01/07/2024
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.
I stayed at an Airbnb in ********* from April 5, 2023 to May 9, 2023. The Airbnb in question came with a plethora of issues, and the main problem being of privacy. It was listed as being an entire home, when really it was just a room attached to the house that the host lived in with a separate entrance. The only thing between that room and the host's house was a thin door that I could hear everything through. There was also a window in the room that lead to a road outside where people could easily look in as it was not covered with a curtain, nor blurred out at all. There were also frequent, periodic water issues and the ** did not working properly so I was forced to buy bottled water for my entire stay. The whole place was dusty when I arrived. There were outlets that popped out of the walls, which was very dangerous. The only ventilation source in the bathroom, the fan, did not function either. The lock on the door was hard to open and close as well, and the lockbox never worked throughout the stay. These issues were brought up with the host, and were also not acknowledged. Due to the host being so nearby, and that being a possible security risk, I filed a complaint (Service number: *************) with Airbnb after I returned home from the Airbnb, requesting a refund, but they stated that it was too late as I'd already completed the stay. I explained that I could not contact them while I was there as they'd have let the host know and that would have put me, a lone female traveler, at risk, but of course, they did not budge. I would like a full refund for the stay as it was not as described at all, with so many hazards that it shouldn't be qualified to be an Airbnb. I am also pretty sure that the host did not have proper government permission to be hosting an Airbnb as most in India do not. This is also a cause for concern. Hoping to get this issue resolved now.
Business Response
Date: 01/09/2024
Better Business Bureau Inc.
***************************************************; 94607
Re: Case # 21110443

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:

{Thank you for the response,

We do understand the situation that's why we informed that for each one, Airbnb has teams to further assist and provide with resolutions; for you to report an issue does not mean there is going to be a problem between the involved parties, what we do is to work together to find the best outcome for everyone. Issues should always be reported when they are happening or discovered because this allow us the possibility to take proper actions based on the guest refund policy; if it's a long term reservation and the issue happens on the 9, 10, or 11 night it should be reported when is still active.

As this is a past reservation that was completed from check-in through check-out the only person who has the possibility to approve or to decline a refund is the owner. With the resolution center you still have a chance with the Host and if the user does not respond within the valid time, you can involve us to further assist you with a mediation, we will be more than happy to assist.

We truly understand that this is perhaps not the answer or the expected outcome to your query, however you can rest assured that we have performed and verified all the options available to us in order to provide you with the best possible assistance.

Best regards,

****
Airbnb}

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 Answer
Date: 01/09/2024

Complaint: 21110443

This response did not, and still does not, resolve my issue. I am requesting a refund for my stay as it was not at all what I expected. Please do review the previous conversation and see all of the evidence provided then.
Business Response
Date: 01/09/2024
Better Business Bureau Inc.
***************************************************; 94607
Re: Case # 21110443

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 May 24th. Below was the final decision email sent to the user:

{Thank you for the response,

We do understand the situation that's why we informed that for each one, Airbnb has teams to further assist and provide with resolutions; for you to report an issue does not mean there is going to be a problem between the involved parties, what we do is to work together to find the best outcome for everyone. Issues should always be reported when they are happening or discovered because this allow us the possibility to take proper actions based on the guest refund policy; if it's a long term reservation and the issue happens on the 9, 10, or 11 night it should be reported when is still active.

As this is a past reservation that was completed from check-in through check-out the only person who has the possibility to approve or to decline a refund is the owner. With the resolution center you still have a chance with the Host and if the user does not respond within the valid time, you can involve us to further assist you with a mediation, we will be more than happy to assist.

We truly understand that this is perhaps not the answer or the expected outcome to your query, however you can rest assured that we have performed and verified all the options available to us in order to provide you with the best possible assistance.

Best regards,

****
Airbnb}

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 Answer
Date: 01/09/2024

Complaint: 21110443

This was the same spiel I was given last time. Please come up with an actual solution, thank you.

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