Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rental Listings.

Important information

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

BBB recommends consumers and hosts to review the following:

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

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

Complaints

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

Customer Complaints Summary

7,433 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:11/13/2023
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.
Im an AirBnB host (Super Host), so its only natural that I promote the platform for anyone who is looking for accommodations. That being said, I have had the absolute worst booking experience ever. Months ago, I confirmed a reservation for some townhomes at the ************ Beaches. This morning, the hosts cancel, saying something about a booking conflict. The same hosts has other vacancies that would fit my familys needs, so its a matter of changing her mind about renting to me specifically. This is my familys thanksgiving trip that we have been planning for. This is the most important event of the year, for us. To book only days before, puts us in the a bad way. I only hope these people are in the group and see this. This is a horrible way to be. And if you can see, the host is actually laughing at my situation. Absolutely horrible. Of all the things host lament about in this group, doing this to a family is unthinkable. I want this company to find me suitable accommodations and ban these hosts, and others like them from participating on the platform
Business Response
Date: 11/14/2023
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 [14 November]. 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: 11/14/2023

Complaint: 20865322

I am rejecting this response because:
.They only offered me a $65 Airbnb (only) credit to rebook at significantly higher rates. The gave me a list of 3 vacancies. Two of which are the host that just canceled on me, because she had no vacancies. Go figure. Airbnb charges a hefty fee percentage from the booking. I know, because Im a Super Host on their platform. they are not offering to wave anything. The potential bookings show them STILL making hundreds of dollars, after their platform failed me, and sent me back to the well to pay them even more money. Thats Aircover or whatever. They are the only ones being covered here.

Sincerely,

*************************
Business Response
Date: 11/15/2023
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 [November 16, 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: 11/17/2023

Complaint: 20865322

I am rejecting this response because:
I received messages from two different case managers stating there was another case open, and they were closing my case. So now, it seems I have no open case.

Sincerely,

*************************
Business Response
Date: 11/18/2023
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 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: 11/20/2023

Complaint: 20865322

I am rejecting this response because:
For Airbnb to keep updating this file, saying theyre working with me is disingenuous. They open cases to have representatives reach out to say they cannot work me. The attached message was cut and pasted to me multiple times. Perhaps they are hoping I stop responding to the complaint, so they can have it closed resolved. They have not done anything and want me to just understand .
Again, I rebooked another home with my own money. I paid $800 more, because the short notice cancellation left me with limited selection, for large parties. I also had to find accommodations for the remaining 6 people. That is another $1000. This company doesnt care about any type of level of service. They appear to be only a middleman taking money off the top.

Sincerely,

*************************
Business Response
Date: 11/21/2023
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 November 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
Customer Answer
Date: 11/21/2023

Complaint: 20865322

I am rejecting this response because:
the last interaction I received from Airbnb was 11/19/23. The told me we cannot do anything and they were closing my case.

Sincerely,

*************************
Initial Complaint
Date:11/13/2023
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.
My AirBnB host never showed up for check-in and never gave access to the property. AirBnB was notified of the problem in real time. (In fact, they insisted I had to wait an additional hour past check-in, to give him extra time to show up.) Finally, they said the reservation was cancelled, and I checked into a hotel instead. But I have never gotten a refund. Apparently this is because the host keeps falsely claiming that I *did* stay at his place. I have been assigned 11 different "resolution specialists" to deal with the issue. Each one tells me the parties have 24 hours to provide supporting evidence. I have given them photos, videos, witness statements, receipts, printouts of emails and chats and texts, even my GPS location history. (A partial sample of this evidence is attached to this complaint.) I even have a recording of a phone call with AirBnB telling me that my refund is "absolutely" on the way. But every day, it gets assigned to a new person and the process starts over. At this point AirBnB is actively blocking the resolution process with this runaround. And the host is perpetrating a known scam, by refusing to even post a review so the negative one about him never shows up. So at the end of the day, I ended up spending $1000 to find last minute place to stay, but he still keeps my money and doesn't even get a bad review for it.
Business Response
Date: 11/14/2023
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 [DATE]. 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: 11/14/2023

Complaint: 20864732

I am rejecting this response because: AirBnB has made no good faith efforts to provide a Support response. I have tried this process 8 separate times via app message and several additional times by phone. None of those people has ever followed up, they ************ to a new person or wait two days and **** it as closed despite never following up. The most recent contact was two the morning of 11/13, introducing me to yet another support person (I think the 11th one?). I replied to that person asking what evidence they needed, and if they had the evidence that I had already sent. It has been two full business days without a reply.
So, no, I am not currently in contact with their Support team. And it seems that I never will be in any meaningful way.
Sincerely,

*************************
Business Response
Date: 11/15/2023
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 [November 15, 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: 11/15/2023

Complaint: 20864732

I am rejecting this response because: as previously stated, the business' claim that I am in currently working with a support specialist is UNTRUE. Several attempts have been made to work with their support team over the last two-plus weeks. But every time I actually get in contact with someone, they have none of the information about the case and never follow up. I have not heard from them in SEVERAL days. Unless or until they actually assign a person to the case, this claim by them is false.

Sincerely,

*************************
Business Response
Date: 11/15/2023
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 [November 16, 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: 11/16/2023

Complaint: 20864732

I am rejecting this response because: I AM NOT IN TOUCH WITH ANYONE FROM THEIR SUPPORT TEAM! I have stated it several times (and have already sent evidence verifying) that no one from their support team has replied to communication since Sept 10, and that was only a fact gathering call that was never followed up on.
This has been the pattern since October 27. I contact the support team. They say someone will look into it and get in touch tomorrow. No one does. I wait a day or two, contact again. They say someone will look into it and get in touch tomorrow. No one does. In the few instances where someone has called to follow up, it is not the person I spoke with. It is someone brand new to the case, who has zero information, and says they need to look into it and will get in touch tomorrow. Then that is the last I hear from that person.
The business has sent the same cut & paste reply three times now, claiming that I am working with their team. It is a lie.
Sincerely,

*************************
Business Response
Date: 11/17/2023
Dear ********,
I hope this message finds you well. I want to address your recent request for a refund concerning your Airbnb reservation.
After carefully reviewing the information and evidence you provided, we regret to inform you that we are unable to process a refund for your case. The host has declined your request, and based on the details presented, it does not meet the criteria for coverage under our Aircover policy.
Please understand that this decision is not made lightly, and we take all guest concerns seriously. Our policies and guidelines are in place to ensure fair and consistent handling of refund requests, and in this instance, we have found that the evidence provided does not align with the criteria for eligibility.
We understand that this may be disappointing news, and we genuinely wish your experience had been different. While we are unable to offer a refund in this case, please rest assured that your feedback is invaluable to us as we continuously work to enhance the Airbnb platform and services.
If you have any additional questions or require further clarification on our decision, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any necessary information to ensure your understanding of the situation.
We appreciate your understanding and hope that your future Airbnb experiences will be more enjoyable. Thank you for choosing Airbnb, and we look forward to hosting you on your future travels.
Initial Complaint
Date:11/13/2023
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.
On August 13th, I had booked an Airbnb and unfortunately, the owner's AC leaked and damaged my belongings. Airbnb's customer protection insurance has not helped at all, I have received no assistance from them. Additionally, Airbnb has not been responding to my emails. Every time I call the company, the representative assures me that someone will get back to me. However, no one has contacted me yet. I am in urgent need of help.
Business Response
Date: 11/14/2023
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 [14 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: 11/16/2023

Complaint: 20864667

I am rejecting this response because: How long will this process take? It has been over 3 months already. What is the typical turn around time?

Sincerely,

*********************
Business Response
Date: 11/18/2023
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 [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: 02/02/2024
Can you reopen this case for me? Thank you
Business Response
Date: 02/03/2024
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 27, ****. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb

Customer Answer
Date: 02/04/2024

Complaint: 20864667

I am rejecting this response because: No one is actually working on my case. I am getting the run around from Airbnb. *********************** from Airbnb is telling me he can't help me because a 3rd party company is working on it, but the 3rd party company reached out to me 4 months ago to tell me they can't do anything because the host ignored their emails. I have not heard from the 3rd party company for over 4 months. Every time I reach out to ************ from Airbnb, he states all he can do is have the 3rd party company reach out to me but the 3rd party company never does. No one has given me an update for over 4 months. Please I need someone to look into this and give me an update. It has been way too long.
Sincerely,

*********************
Business Response
Date: 02/05/2024
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 September 9 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: 02/05/2024

Complaint: 20864667

I am rejecting this response because: I have reached out to your Specialist, but they never respond back to me. They are doing nothing to move my case. I would not be on the BBB website if your Specialistwould just get back to me. I really need some help regarding this matter.

Sincerely,

*********************
Business Response
Date: 02/06/2024
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 [September 9th,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: 02/06/2024

Complaint: 20864667

I am rejecting this response because: You are sending me the same cute and paste repsonse that is not helping me at all.

Sincerely,

*********************
Initial Complaint
Date:11/13/2023
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.
11/10/2023, checked into a home that was not secured, door left open because it was broken and wouldnt lock. Property manager acknowledged it was broken for some time and needed to be replaced after initially claiming it was just difficult. Property owner was not amenable to letting me check out despite the safety risk and lack of honesty from his property manager as her stories about the lock and how quickly it could be fixed continued to change. It was dark out when all of this was happening. Airbnb stated Id get a refund after numerous calls, texts, emails and sending photos/videos. Now the latest message is the door was never broken which is a blatant lie from the home owner and there is video/photos/chat log to prove that.
Business Response
Date: 11/14/2023
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 [14 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:11/13/2023
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.
We used Airbnb to book our stay with a host in June/July 2023. The first time that we made a reservation w/the host (soon before our stay) they asked if we could move our stay to their personal property as their listing was uninhabitable. It was explained that the house was going to be an Airbnb and expressed their worry of a bad review. By having us stay at their personal residence it went against airbnb business practices. We felt pressured to stay as they pushed their hospitality but there was not enough time to find somewhere else to stay and we agreed. Fast forward to booking the listing with same host Oct 31 to Sept 1st. We entered the listing which was an apartment at the top of a three story staired building. Once we entered the apartment the listing was still uninhabitable. They had a portable air conditioning wall unit in the living room and in the bedroom. Both of which were mounted, leaking, active and improperly installed. The ac units were above active uncovered outlets on exposed drywall/sheetrock. These outlets were the only ones available for use. One side of the apartment had outlets all being used and the other side had no outlets. Exposed sharp jagged tile in the bathroom, faucet temp was above boiling, lack of privacy, loud motorcycles and sirens, etc. We followed the refund policy with airbnb, provided documentation supporting our claims.The host did not respond to refund request or any form of communication. In trying to resolve this issue TEN agents have seen this claim, I have received copy and paste replies from their script, supervisors did not reach out as promised (3x) from escalating the case, excuses have been made as to why I am not getting a resolution or my questions have gone unanswered. I have been "ghosted" way too many times. This is beyond the worst customer service that I have ever received. It is now November 13th I have spoken to 2 agents and both of which have escalated the case instead of resolving the issue.
Business Response
Date: 11/15/2023
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 [November 15, 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: 11/15/2023

Complaint: 20863423

I am rejecting this response because this matter has been ongoing since October. I have been calling the customer service line only to be told it is being escalated to the correct department and that someone will reach out to me. No one reaches out. Longest time I have waited for a supervisor to call was a week and even so I received no response. Just yesterday (11/15) I sent two follow up messages within the thread only to receive no response. If I open a new thread the response time is average, then they will close the new thread and not address through the questions or respond to me on the old thread. Im very clearly being ignored. It is the same slow dance I have been dealing with since the beginning of October.

Sincerely,

***************************
Business Response
Date: 11/16/2023

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20863423
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 16,2023]. 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

Customer Answer
Date: 11/16/2023

Complaint: 20863423

I am rejecting this response because the host has not been reached. No one has contacted me regardless of it being escalated. I have been the only one to reach out on a constant basis. I have cancelled any upcoming stays with Airbnb. You have lost my business and I will be taking further action. The automated copy and paste script responses shows a lack of respect for your customers. This has been an on going case since October 5th 2023. It is now November 16th and no contact has been made unless initiated by me.
Sincerely,

***************************
Business Response
Date: 11/16/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20863423
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 17,2023]. 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

Customer Answer
Date: 11/17/2023

Complaint: 20863423

I am rejecting this response because you keep giving me copy and pasted answers from your script. No effort is being made no matter how much you try to say that they are.

Sincerely,

***************************
Business Response
Date: 11/20/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20863423

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Nov 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
Business Response
Date: 11/20/2023
Our resolutions team is currently addressing the user's request in an open case. Please ask them to communicate with our team directly.
Initial Complaint
Date:11/13/2023
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.
My name is ******, and I am a tourist from ******. *I have the entire case below in writing in messages to Air Bnb and the host*I booked a 29-day stay in ********** (Nov ****, 2023) through AirBnb. One week in my booking, the hosts wrote to me asking for more money. He said there was a pricing mistake, and we needed to pay 20k if we wanted to stay. Otherwise, he would call the cops on **** declined the price increase, and he started threatening me. I told him to call Air Bnb, asking him to follow the proper process.He said that regardless, I had to leave the next day. And that he had called the sheriff.During all this time I was communicating with air bnb and the host, and it's all in writing. Air bnb did not help me in any way. I was asking for relocation. First, they said that they could *********** with no problem, then they would help me with one week, then no relocation at all. I told them that I was being harassed, and threatened, and I even call the cops myself to be more protected. Air bnb did NOTHING.The next morning, he sent 3 people to the house to intimidate me. They got inside the house using the door code without permission! I almost had a heart attack. ********* and making fun of me because I couldnt pay 20k .I locked myself in the bedroom, scared that someone would come during the night. I couldnt sleep. I was shaking.The morning that I needed to check out, I tried to contact Airbnb the whole timeasking for relocation. They did nothing. They couldnt get a place to me before the checkout time or even give me a coupon so I could book something else. So, out of despair, I booked something myself, and I am paying for it.Needless to say, it ruined my vacation, we lost flight reservations and will have to book new ones, we lost our days off. Is there some legal action we can take here?Thanks,******
Business Response
Date: 11/15/2023
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 [November 15, 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:11/13/2023
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 a hose through Airbnb from 10/18/2023 - 10/22/2023. Upon my stay I encountered roaches in the kitchen. When I showed evidence and reported the issue the same same I left the property, it was immediately dismissed although there is a policy in tact with the company to report any issue within 72hrs from check out. I have been getting calls after hours (after 1am est) with useless service and information. No one is able to assist me at all.
Business Response
Date: 11/15/2023
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 [November 15, 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:11/12/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented an apartment through AirBnB between September 3, 2023 - September 5, 2023 for $225.25. When I tried to check into the apartment the apartment was still being cleaned, and so I had to wait for another apartment to be prepared which took close to an hour. I had asked for a refund for the listing, since the listing was not ready when it was advertised to be ready. AirBnB policy states that we are able to cancel a reservation if the accommodation is not "reasonably clean and sanitary", however I was not able to cancel my original reservation when I found that it was still being cleaned and was instead pressured into taking another reservation. I had attempted to get a refund but got push back from the owner, and settled to take another apartment as well as a small reimbursement for $20. Later when I tried to enter the new apartment, I had a very uncomfortable and unsafe experience with a man much larger than me. I am a 5"2 woman and it was very late at night. The doors of the apartment were windows, and there was no security on site. I am a ******* native and I know that some areas around I-17 are dangerous and did not feel comfortable staying there after what I had seen. I requested a refund at this point, and wanted to cancel the reservation. The AirBnB policy clearly states under their Rebooking and Refund policy that I can get a refund if our accommodations have, "safety or health concerns". I stated this to the representatives that I spoke with, and at first they acknowledged that I had valid concerns. Another representative however later claimed that they could not honor this because they did not see suspicious activity on their cameras. They even went so far as to ask if I had evidence. The policy does not state that I need to have proof of the safety concerns. Was I supposed to record the interaction as it was happening? I did not stay in the AirBnB and requested repeatedly to have a refund. I would like a refund of the reservation for $205.25.
Business Response
Date: 11/13/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20860761

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 Sep 06 2023. Below was the final decision email sent to the user:

{Hello Medhen,

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 your request of a refund cannot be granted as of now.

We understand that this might not be what youd hoped for, but we came to this outcome because Host upholds his cancellation policy and declined us to make any adjustments.

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}

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:11/12/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at an Airbnb listing from 11/9/23 - 11/12/23. I paid around $300 for the visit. The listing pictures, pictured (on 3 separate occasions) a pool overlooking the beach. The captions under the pictures said, "Enjoy the beach and the pool while you stay here" and "Enjoy the beach view from the pool area." Being a busy person, I quickly viewed the pictures / captions, read a few reviews about the listing, and booked. If I would have delved into the bottom of the listing's description, I would have discovered that the Host did not list the pool as an amenity. The pool was a big reason why I booked the condo; however, I was also attracted to the beachfront views and the pictures of the condo, overall.Upon arrival, the carpet of the hallway was filthy, dimly lit, and smelled heavily of weed. The front door of the condo had to be slammed shut and locked in order to remain closed. Being that my son was with us, all of this was a safety concern. The beach view was impeded by a parking lot. To the right of the back patio, was the pool. Unlike the pictures, the pool was severely damaged. It was broken in half, had graffiti on the walls, and about a foot of brown water. The back patio door was rusted and had nails sticking out the bottom. The ceiling inside the condo was poorly repaired from previous water damage, the towel hook remained standing by painters tape, and the outside of the property had boarded up windows on the first floor. When I reached out to Airbnb about these problems, they told me to contact the host. I contacted the host and she accused me of complaining for the sole purpose of being reimbursed. I told her that I was more concerned with the false advertising of the pictures, in general. She continued to be very aggressive in her responses. I went back to Airbnb about the issues and they stated that because the host did not list the pool as an amenity, they were not in violation. The pool was only part of the problem. The pictures were deceiving.
Business Response
Date: 11/13/2023
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 Nov 13, 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: 11/13/2023

Complaint: 20860006

I am rejecting this response because:
I have spoken with the support team on MULTIPLE occasions and they have said that nothing will be done about the complaint because it was listed in the description that the pool was not an amenity.
I have proof that they closed the case without any resolution.
Regardless of the pool, the property is not in line with the pictures and the pictures should be edited to match the reality of the listing. It is easy for a paying customer to fall into this trap. Pictures are a huge selling point. I did not get what I paid for. This was classic false advertising, regardless of what the description said.

Sincerely,

***********************
Business Response
Date: 11/15/2023
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 Nov 15, 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: 11/15/2023

Complaint: 20860006

I am rejecting this response because:
There is NOT an open case on this complaint. It has been closed out. Please see picture for proof.
This is the SECOND time I am sending a reply regarding the closure of this case.

Sincerely,

***********************
Business Response
Date: 11/16/2023

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20860006
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 16,2023]. 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

Customer Answer
Date: 11/16/2023

Complaint: 20860006

I am rejecting this response because:
An outcome has NOT been reached. False advertising took place and I was not refunded my money.

Sincerely,

***********************
Initial Complaint
Date:11/12/2023
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.
I booked a condo in ******* from 10/26-29. To say I was disappointed is an understatement. The place was filthy. Dirty kitchen counters, dirty floors, dirty fans, dirty a/c units, a bathtub that had paint flaking off. The kitchen utensils were disgusting. They were dirty and sticky. The coffee can was extremly dirty and sticky. But the cleanliness wasn't the main issue. The outside temperatures were in the mid 80s yet the heat was on in the building. We couldn't turn it off. We cranked the units in the condo but barely anything came out. One of the 2 units was missing a k*** to control the air. The host told me to remove the k*** from one unit and use it on the other. The ceiling fans didn't work. There were 2 stand up fans. One of them didn't work. We tried opening the windows but the noise from the freeway prevented us from sleeping. It was nearly 1a when we checked in so I couldn't contact the host. I contacted her the next morning but received no resolution. Later that day she did get back in touch with me. Unfortunately, we did not have time to find another place to stay because we had plans. The next morning we left. The host was very understanding and refund us her portion of the payment. I contacted Airbnb for the remainder. Unfortuantely, Airbnb has refused to refund their portion. The majority of the money they are keeping is taxes. How can you keep taxes on money that was refunded? Correct me if I'm wrong, but isn't that illegal? I have gone back and forth with Airbnb for 2 weeks. They've said no mulitple times. Everytime, I have countered their denial with facts. They then tell me they'll review and get back with me. It's always a no. I want the remaining balance paid back to me. I paid ******. The host refunded ******. So I want $248.69 refunded. Am I correct that Airbnb keeping taxes, on money that was refunded, is illegal? A retail store does not get to keep taxes on returned merchandise. So why does Airbnb get to?
Business Response
Date: 11/13/2023
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 Nov 11, 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: 11/13/2023
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,

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

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