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

7,433 total complaints in the last 3 years.
2,372 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:11/18/2023
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 had a reservation booked through Airbnb at the end of September. When I arrived, I discovered that the listing was not as advertised. After going back and forth with Airbnb for a couple house, my reservation was canceled, refunded, and Airbnb told me they would cover 30% of the hotel stay I had to book in its place. The issue came when I attempted to collect that 30%. I have been back and forth with Airbnb for over a month. It was a struggle at the start to even be able to submit the receipt. Once I did, their company has done everything they can to avoid covering what they had told me they would. Initially, they attempted to tell me it would only be 20% instead of 30%, and they refused to recognize that ******** had provided me with two receipts accounting for one week long stay. Once they admitted that they would cover 30%, they began telling me it could only be 30% of what the cost of my Airbnb reservation was. I still have not reached a final resolution on this matter. Throughout this process Airbnb consistently leaves me unanswered in the live chat for days at a time - sometimes as much as a week. They refuse to present me with any written language showing their company's official policy regarding 30% and whether it's tied to the replacement hotel cost or the original Airbnb stay. It seems to change from person to person depending on who is responding to the thread on any given day. It also seems that when I ask about their policy, lines up very well with them effectively ghosting me in the live chat thread. At one point they did offer to call me, but only between the hours of 10pm est and 7am est. When I provided my limited availability during that window (because I'm usually asleep during that time) they did not ever call me. A week later they told me that my availability was too limited, and I told them it would be much easier for me to take a call during normal business hours. They did call me at 9am last Saturday, but again flip-floped on their policies.
Business Response
Date: 11/19/2023
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 19 Nov 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
Initial Complaint
Date:11/18/2023
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.
A guest booked a stay at our property via the Airbnb platform. They made payment on October 29, 2023. Airbnb was supposed to issue our payout on November 9, 2023. The payout was not released and Airbnb support does not know why. They also seem to be unable to correct the issue. As of November 18, the payout still shows as upcoming with a payout date of November 9, 2023. We want the payout to be processed as that money is due to us.
Business Response
Date: 11/19/2023
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 18 Nov 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: 11/19/2023

Complaint: 20889496

I am rejecting this response because: Airbnb has claimed that their specialized team has been working on the issue but they have been unable to rectify it. Additionally, they dont let us speak to anyone on this soecialized team nor do they return phone calls. It is now 10 days later with no resolution. They need to release the money that is rightfully due to us immediately.

Sincerely,

***********************
Business Response
Date: 11/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20889496

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 21,2023. 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: 11/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that they have just resolved the problem via the Airbnb platform.

Sincerely,

***********************
Initial Complaint
Date:11/18/2023
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.
We are Airbnb hosts. We had a guest reserve for this past weekend, but claim that the pet dander in our home made them unable to stay due to her son's "extreme" pet allergy. She said that because our listing said guests could not bring pets, she assumed we did not have pets. She said our home was "beautiful" and "clean". We worked with the Airbnb resolution team and offered her $380 off of her $1000 stay. We were completely honest with EVERYTHING in our listing, and it all could have been avoided without their "assumption", but we sympathized with her situation.A few hours later, we got a message from the support team that instead, a full refund was being sent to the guest, since we were in violation of the rebooking and refund policy. However, our case matches NONE of these conditions. (********************************************************)We would have freely let her know that we had dogs if she had asked. Our dogs were never in the home during their stay. We have had perfect 5-star cleanliness ratings. And we were never asked to provide the information that we had pets as we set up our listing. At the end of all of this, we lost a weekend of income and on top of that had to pay for cleaning and other costs resulting from vacating our home.Many phone calls and support threads later, and Airbnb is unwilling to even help pay for our out of pocket cleaning costs. They have not shown us what policy we have violated. They pointed to the best practice of communicating that you have pets if you also indicate that no pets are allowed by guests. However, this was never communicated in the listing process, so there was no way for us to know that. We happily made that change immediately after this situation. It cost us much time and money to vacate our home, and all for naughtnot because of an inaccurate listing, but because a guest made an assumption. We sought creative restoration with Airbnb to no avail. Any help that could be provided would be appreciated.
Business Response
Date: 11/19/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20888670

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 18 Nov 2023. Below was the final decision email sent to the user:

{Hi *****

Thanks for being part of the Airbnb community, this is *****, I hope this message finds you well.

We confirm that we have only sent the full refund to the Guest. No additional refunds will be taken.

Ground rules for Hosts:

********************************************************

***** thanks for being a Host in our community!

This was ***** contacting you today, have a good one!}

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: 11/19/2023
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:11/18/2023
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 booked an air bnb property though the air bnb app for a house on ****************************** ** for November ***** 2023. Total cost was $502.52. Just minutes before arrival I get a email from the host, ****, with the code to the door and him letting me know that security would be checking in nightly. I already knew about the cameras on the property because that was listed in the details on the air bnb app when I booked it. Personal security coming by was not mentioned. Once arriving to the house and seeing its location, I could see why security would be needed. My mother in law drove by the house twice before realizing that was the house we booked because it did not look like the picture. Also, there was a house directly beside it to the left that looked abandoned with no lights on in the house and open windows and multiple cars parked in the yard. Most of the houses around it were abandoned looking or dilapidated. We did not feel safe checking in and I also was nervous about security coming by at night because I soundly feel comfortable just opening the door for someone who claims to be security. I felt like knowing security would be checking in should have been listed in the details when renting not minutes before my arrival. I reached out to ****, the owner of the property and told him my concerns. He told me to reach out to Airbnb which I did and they were no help. They kept saying they would call me but never got a call and then they ghosted me completely not returning my messages. After this I tried asking for a partial refund from ****, even if I only got the cleaning fee back and maybe one night reimbursed but I have yet to hear from him and it has been a week since all this happened. I just want my money back and I dont want this happening to anyone else. I think his listing needs to list security coming by and a better view of the houses beside the property because I would have never booked if I would have had honesty from the beginning.
Business Response
Date: 11/19/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20888587

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 19,2023. 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
Initial Complaint
Date:11/18/2023
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.
I made a reservation, which the host cancelled. Airbnb was unable to find a comparable property and offered a $25 booking credit for 30 days as compensation. The credit was cancelled after 3 days.
Business Response
Date: 11/19/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20888229

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 19,2023. 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
Initial Complaint
Date:11/18/2023
Type:Customer Service 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.
There is an Airbnb across the street from me *********************************************************, that has loud parties and clearly violates their own rules. I've tried contacting Airbnb with no help.
Business Response
Date: 11/19/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20888104
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,
***** P
Initial Complaint
Date:11/18/2023
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 rented an Airbnb and the unit I went to moved their keys from the location that they gave me directions for without notifying me. Additionally, there was a security guard who informed me that the apartment complex that I rented through Airbnb was not supposed to host as an Airbnb. Furthermore, the Airbnb is located in an low income apartment complex.
Business Response
Date: 11/19/2023
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 [19 November 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,
***** P
Initial Complaint
Date:11/17/2023
Type:Customer Service 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 will not cancel a reservation. The guest died. The sister sent me a death certificate. They still wont cancel.
Business Response
Date: 11/19/2023
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 [19 November 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,
***** P

Customer Answer
Date: 11/20/2023
Airbnb finally canceled. Thank you.
Initial Complaint
Date:11/17/2023
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.
Transaction Date 11/15/23 I booked with a fraudulent host that has two separate listings one with good reviews and the other with the ****** I originally booked with the host the same day as I spoke to her but I needed to modify the dates and the host REFUSED because she wanted to pocket the money. Not only that she told me to just come with I can meaning I will be paying for 7 DAYS IN a booking that I wasnt even in! That prompted me to asking for a refund, she said 75% if she can rebook but the dates were blocked off because I was still booked for those dates. I went through over 6 Airbnb customer service representatives and they have been of NO ASSISTANCE. Allowing this woman to steal my money
Business Response
Date: 11/18/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20886655
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 18,2023]. 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,
Bella
Airbnb
Initial Complaint
Date:11/17/2023
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 booked an airbnb for 11/9-11/12. The first night it was fine. The next day however, there was a major water leak which caused me to be on the street in the middle of the night in a foreign country and forced to find alternative accommodations. This resulted in me having to spend even more money than what I would have spent in the airbnb. While I understand things happen, it is now 11/17 and I have yet to arrive at a concluding resolution to this matter via airbnb. Either their internal customer support structure is inefficient and inadequate, OR they are intentionally misleading and deceiving me. Airbnbs position on this matter has continually evolved and has not been consistent.I explained and made it clear that I am not looking for airbnb to pay for the inconvenience. I am not looking for Airbnb to cover the increase in cost I incurred due to the serious water leak in the unit. However, I have requested to be reimbursed for the nightly rate AND the associated taxes and fees. At this time, the story provided from Airbnb continues to evolve and no refund has been issued.
Business Response
Date: 11/18/2023

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20885527
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 18,2023]. 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: 11/18/2023

Complaint: 20885527

I am rejecting this response because: I worked with the Airbnb team but the amount refunded does not include taxes and fees. In other words, Airbnb has collected taxes (and fees) associated with a service that was never provided.
In this case, Airbnb will not be taxed so it is unethical to collect the funds as profit.
Also, please note that numerous questions asked about the history and status and inconsistent explanations have gone unaddressed by Airbnb via the Airbnb chat.
FYI - Chat support record shows we discussed a $389 refund. The $389 amount as stated by Airbnb. The next response from Airbnb mysteriously went to $339.

Sincerely,

***************************
Business Response
Date: 11/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20885527

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 21,2023. 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: 11/28/2023
Hello,

Can I please have an opportunity to respond to BBB and Airbnb within the website?

I would like todo this because on 11/18/2023 Airbnb indicated that my case was being worked on by a specialized team. No other information was provided and this was the same deceitful language they were giving me before, which led to the original
complaint via BBB.

Then, on 11/21/2023, Airbnb advises the same thing. Specialized team. This is not true. Airbnb has closed my numerous support cases out and is not providing any support. I have screenshots.

The entire reason I filed a BBB report was due to airbnbs deceitful and unethical behavior, some of which is on display here in the BBB message history.

To be clear, due to an issue with a property, I was forced onto the street at night in a foreign country. While the matter was outside of airbnb and the hosts control, both have a duty resolve the financials in a fair and equitable manner. Airbnb continues to withhold taxes and fees for a service which was never provided. Additionally, the host was very clear in writing about the refund. So, it is perplexing as to why this matter is still being reviewed by a specialized team for what has been two weeks at least. Keep in mind, they told me about this specialized team before I filed a BBB complaint.
Thank you,

***
Business Response
Date: 11/28/2023
Better Business Bureau Inc.
***************************************************; 94607
Re: Case # 20885527
The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 29th 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: 11/29/2023

Complaint: 20885527

I am rejecting this response because: AirBnb continues to provide me with the same cookie cutter response they have been providing since day 1. This issue has been ongoing now for several weeks. There is no specific information being provided through this BBB platform nor the AirBnb chat.
I do not know what group and what individual is working on this case. Based on the feedback from Airbnb via the chat, I am not sure Airbnb understands what the issue is. I do not accept the claims that this case is being worked on by a specialized team until I receive specific information which demonstrates this and that Airbnb understands the issue.
I cant stress enough that the messages documented in the Airbnb chat from Airbnb Representatives demonstrate that we do not have a common understanding. It is important that we have a common understanding even if we disagree, in order to resolve this in a fair and equitable manner.
Please stop with the boiler plate cookie cutter responses and provide an actual update which demonstrates Airbnb understands the issue and has a timeline to resolve this matter. Again, this case is pretty black and white it is frankly stunning that I have to sit here and fight for my refund.
Rather than responding with cookie cutter response, perhaps Airbnb could take some ownership of this case and provide an actual update and ensure that we all have a common understanding.

Sincerely,

***************************
Business Response
Date: 12/02/2023
Better Business Bureau Inc.
***************************************************; 94607
Re: Case # 20885527

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 (November 22, 2023). Below was the final decision email sent to the user:

{Hi ***,

Hope you're doing well.
This is ****** from Airbnb support team.

Your gift card code : 3086461949836964179

I've tried calling you on *************** number, but can't
get connected.

Please let me know the appropriate time to call you or
respond directly to this message, and well pick things up
from there.

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.
*******
Airbnb

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Airbnb, Inc. is NOT a BBB Accredited Business.