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

7,448 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:10/01/2023
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 hosted a reservation by Airbnb on July 22nd 2023. (reservation HM3DCBMMNZ)The guest lied to Airbnb when they actually left my property. And during their stay they caused over $13,000 of damage to my property. During this process I have talked to over 2 dozen agents and each one of them gives me a different excess. I am trying to get information on airbnb arbitration policy and procedure, the agent told me that no such process exists and the only thing they can do is reevaluate my case. Which they have been doing since July 24th. During this time I have not been able to rent out my property losing well over $15000 in revenue. They told me that I alreadysubmitted a similarclaim,whenI sent them a picturefrom my cleaner that wastaken afew hours before theguest arrived and it shows the home in perfect conditions.I would like Airbnb to pay the amount of the damage their guest caused to my home, I would like the dates changed when the guest actually checks out. Airbnb currency telling me the guest left the same day as check (july 22nd) which is not true, ( I provideddocumentation from the community. I want a refund for the community amenity fees of $229, and a refund of the stay which airbnb gave to the guest without any information from me. At this point, if Airbnb doesn't honor the damage their guest caused, Airbnb will leave me no choice but to file an arbitration and or legal case against airbnb and their guest. I will also attempt to get my lost revenue through arbitration and or legal action. And also file a criminal police report against their guest. I hope it does not come to that point and we can resolve this without any legal representation. Please note that in Airbnb online portal it is currently showing that this case is closed.I will attach all the ********** I provide to airbnb until date.
Business Response
Date: 10/02/2023
Airbnb
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20681249

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 15th september 2023. Below was the final decision email sent to the user:

Weve given your case and its details careful consideration and we determined that your request isnt eligible for reimbursement. we identified the documentation could not be verified and does not pertain to the reservation under review.

To be eligible to obtain reimbursement under the Host Damage Protection Terms, you must not have misrepresented any facts or committed any other deceptive or dishonest act in connection with a reimbursement request. We've determined to uphold our original outcome and not process any reimbursements under our Host damage protection program for this request.
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: 10/02/2023

Complaint: 20681249

I am rejecting this response because:
I have not misrepresented any facts in this matter. In fact my details have always been consisted. If is airbnb who has misrepresented the facts, made false claims, provide contradicting information, has failed to responded the emails in a timely manner. It is extremely disrespectful that Airbnb makes false claims about me, when it is Airbnb who falsify information during this whole process.
Until date I have asked Airbnb about their arbitration process and until date they have failed to provide me that information. /
Sincerely,

***********************
Business Response
Date: 10/03/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20681249
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [October 3,2023]. 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: 10/04/2023

Complaint: 20681249

I am rejecting this response because: that a false response because the agent I was talking with informed me the case was closed.

Sincerely,

***********************
Business Response
Date: 10/05/2023
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 3rd OCtober 2o23. 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: 10/08/2023

Complaint: 20681249

I am rejecting this response because:
I require additional assistance because the team handing my claim has said the claim is closed.
***********************
Initial Complaint
Date:10/01/2023
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 family and I rented a Airbnb apartment rental with the odds. Of thinking that we would be staying at a clean and safe environment, since we paid a lot of money for our stay $3,900 unfortunately, that was not the case. When we arrived to our unit the place was extremely nasty. There were holes/cracks in the wall and door sidings. The bathroom was disgusting and the entire stay the homeowners harassed us! We're not being charged $1800 for false repairs after we departed from the unit. These repair charges are bogus and created by the Con-artist homeowners. I am very UPSET as I write this message I can barely do this with how unfairly my family and I were treated. I have never in my life experienced this type of BS..... I am demanding that AIRBNB get closed down for good. The rental we rented was on the 2nd floor in which had no fire exit in case of emergency. This rental is not in code and should be shut down immediately. Before someone gets harmed. I tried several times to file a report with Airbnb about this while we were staying at the rental and Airbnb refused to allow me the opportunity to do so! There was no privacy during our entire stay. The cracks in the flooring were horrible and the homeowners and other residents were trying to steal our energy from our bodies while we were inside our unit. THIS place was very bad and must get/seek what's they have coming for them!
Business Response
Date: 10/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #********
We have reviewed the facts related to the case number <********> and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavours.

Airbnb

Customer Answer
Date: 10/02/2023

Complaint: 20680996

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:09/30/2023
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 Airbnb with ********** in **********, **. We had 9 adults staying and enjoyed the stay. Four days after check out, after others have been in and out of the house, we were accused of causing damage that we did not cause. Because we did not take pictures of every inch of the Airbnb when leaving it, we were charged $250 in damage. I disputed it multiple times with Airbnb and was given no response other than we were at fault. We are 100% positive we did not cause the damage but because they had my card on file they were able to charge my card without permission. I would like to seek assistance with obtaining a refund. They are stating we have to submit proof we did not cause the damage but they have submitted no proof that we did. My card was charged in 9/12. Our stay was August *****. We were contacted 24 hours after check out and told they appreciated us and gave us a 5 star review; they never mentioned any damage. On 8/24, we were contacted about the damage and requested to pay them $250.
Business Response
Date: 10/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20680023

We have reviewed the facts related to the case number <20680023> and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

Airbnb
Initial Complaint
Date:09/30/2023
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 paid for renting a condo for a month $800 on may 2023 I never check in because the condo was different. And not clean They never reimburse me
Business Response
Date: 09/30/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20678246

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 (June 27, 2023). Below was the final decision email sent to the user:

{Hi ******,

This is ******* from Airbnb. We are in receipt of the complaint you filed with the Attorney General of *******. We understand these issue may have been disappointing and regret your stay didnt go exactly to plan.

******, AirCover offers protection from many issues that might come up during your staylike the heat going out in winterbut it doesnt include more minor inconveniences. You can learn more about what is and isn't eligible under AirCover in our Help Center:

airbnb.com/help/article/3221

After careful review of your report that the place was not the same as advertised from the listing photos, I can confirm that reported isnt eligible under AirCover. This means that refund out of the cancellation policy would be the Host's discretion.

Upon further checking the reservation we can confirm that since the reservation was never canceled the booked dates on the Host's calendar remained blocked for any potential guests.

We always recommend that at any point you have a question or concern about your stay please do reach out to us so that we can help resolve the matter immediately.

Thank you!}

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
Initial Complaint
Date:09/29/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good evening, My name is ***************************** and I am reaching out because I feel like I am being discriminated against from AIRBNB! 2 years ago my number was changed and due *** previous owner of this number I have been banned and my account has been suspended with Airbnb. My phone see ice (Tmobile) has reached out to Airbnb on my behalf to Explain the phone number situation and explain that i have no relations with the previous owner of this number. with all information provided and given Airbnb has decided to suspend my account indefinitely resulting in me losing my account, my booking and my ability to every utilize their service moving forward. I have no affiliation with the past owner of this number and I believe if I were non black person this would not be the case. I have been i contact with Airbnb via email and phone for 3 days now and they are not willing to reverse their decision even though it it unfair to me as I am innocent and have not done anything wrong. I really Hope you can all Help me with this matter.
Business Response
Date: 09/30/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case 20677642

We have reviewed the facts related to the case and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

Airbnb

Customer Answer
Date: 09/30/2023
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:09/29/2023
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 have reached out to airbnb in regards to a complaint on one of their host. The host kept my money, although I never stayed at the property due to a tropical storm which closed all routes to and from the island of ******, **. I have reached out to airbnb in regards to warning other consumers about the host practice of not refunding your money, due to unforeseen circumstances. Airbnb policy is you can only leave a review if you stay at the property. This is a special situation since I cancelled the stay at the tome of the tropical *************************. The weekend if September ****.
Business Response
Date: 09/30/2023
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 [30 Sep 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: 10/07/2023

Complaint: 20676684

I am rejecting this response because: Airbnb has had ample time to respond to my complaint. I want to make consumers aware of their practice and be able to take it in consideration when booking a stay at a *************. In my situation, I should be allowed to alert the potential guest about the property that did not refund my money due to a tropical storm and the area being evacuated and closed from entering.

Sincerely,

*****************
Business Response
Date: 10/11/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 20676684

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 *****,

Thank you for your patience and response, please try to contact us in the future, if you face any situation, we will mediate with your Host and try to solve your problem.

Please let me know if you have any additional questions, I will gladly help.

Have a nice day.

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:09/29/2023
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.
August 4, I booked an Airbnb for the busy holiday season, from December 21 to January 2, for my family, including my elderly mother, her sister, my husband, and our two young kids. I knew it would be hectic around Christmas and New Year's, so I wanted to secure our stay early for better pricing and choices. Finding the perfect lodging wasn't easy. I had to make sure everyone was content with the amenities and the price. After making the booking I contacted the host, and she appeared genuinely delighted to welcome my family. The trouble started when the host demanded a two-fold price increase on September 24, citing an error in her pricing. It felt more like an attempt to capitalize on our large group with kids and seniors, and it didn't sit well with me. Frustrated I contacted Airbnb support to report this issue. They representative assured me that they would warn the host about the consequences and cancellations cost if she chooses to cancel. They also promised to provide us with equivalent lodging at the same rate in case of cancellation. They told me to deny the rate increase. When I declined the increase, the host canceled our reservation.I contacted Airbnb several times for assistance, but their support fell short. They didn't help us find suitable alternatives and didn't waive fees or apply the host's cancellation fee to our new booking. I had to scramble to find new accommodations, which ended up being costlier and not exactly what we had planned.Though I'm content with our new place, I'm disappointed in Airbnb's response. They prioritized profit over customer support. I doubt if I'll use ********************** again because of their lack of assistance when a host cancels a reservation more than 30 days in advance, leaving you to face higher prices during peak seasons.I've asked Airbnb to apply the host's cancellation fee to our new reservation or waive service charges for the two bookings that overlapped with the canceled period. Sadly, Airbnb hasn't responded yet.
Business Response
Date: 09/29/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20673306

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 (September 29, 2023). Below was the final decision email sent to the user:

{Hello ****,

Thank you for reaching out to us and it's a great pleasure speaking with you today. This is ******** one of the Support Ambassadors from Airbnb.

Thank you for taking my call. I appreciate your feedback towards our policy and our platform. Just wanted to let you know that you are heard and rest assured that your feedback will be shared to our team for improvements of our platform.

I understand how you feel right now, and I cannot express how sorry I am with the whole situation. I know that we weren't able to meet your expected outcome. But, I am happy that I am given an opportunity to talk to you about your concerns.

Just in case you need further help, feel free to contact us back through the link below and provide this ticket number *************. And I will make sure that all information provided is documented so, It will be easier for the next Support Ambassadors to help you.

www.airbnb.com/help/contact_us

We always want to hear from our community. If youd like to give us feedback on this issue or your experience, you can do so at:

airbnb.com/help/feedback

Regards,
*** P}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
*******
Airbnb
Customer Answer
Date: 09/30/2023

Complaint: 20673306

I am rejecting this response because:
My initial complaint was submitted with the hope of receiving a prompt and substantive resolution to my issue, given the circumstances surrounding my reservation. Unfortunately, my expectations were far from met, as the response I received was a word-for-word replica of the message ***, the Airbnb representative I engaged with through Airbnb Messenger prior to filing a BBB complaint, had previously provided me.
This response not only leaves me feeling undervalued as a customer but also raises concerns about **********************'s commitment to addressing grievances seriously. To make matters worse, there was no direct response to my BBB complaint in writing, further demonstrating Airbnb's apparent disregard for my time and concerns.
During my conversation with ***, he empathized with my subpar experience with Airbnb's customer service and expressed his own dissatisfaction with the situation. However, he claimed to have no authority to address critical issues such as the Airbnb fees for the upcoming reservations or the application of the host's cancellation fee to my new reservation. Instead, he offered vague assurances that my feedback on platform development would be discussed internally.
Following the host's cancellation of my reservation and Airbnb's failure to provide any meaningful assistance, I am left perplexed by the lack of a clear explanation for the significant increase in my expenses. Why is the host's cancellation fee, paid to Airbnb, not being applied to offset the additional costs I incurred while securing new accommodations? Furthermore, why am I still being charged Airbnb fees for services that have proven to be far from satisfactory?
To reiterate, I find this response wholly unacceptable. As a loyal Airbnb customer, I believe I deserve a more thoughtful and considerate resolution to this matter. I implore Airbnb to reevaluate its approach to handling customer complaints and provide a response that addresses the legitimate concerns I have raised.
I eagerly await a more satisfactory and comprehensive response to my complaint.
Sincerely,
***********************;

Business Response
Date: 10/03/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20673306

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 (September 29, 2023). Below was the final decision email sent to the user:

{Hello ****,

Thank you for reaching out to us and it's a great pleasure speaking with you today. This is ******** one of the Support Ambassadors from Airbnb.

Thank you for taking my call. I appreciate your feedback towards our policy and our platform. Just wanted to let you know that you are heard and rest assured that your feedback will be shared to our team for improvements of our platform.

I understand how you feel right now, and I cannot express how sorry I am with the whole situation. I know that we weren't able to meet your expected outcome. But, I am happy that I am given an opportunity to talk to you about your concerns.

Just in case you need further help, feel free to contact us back through the link below and provide this ticket number *************. And I will make sure that all information provided is documented so, It will be easier for the next Support Ambassadors to help you.

www.airbnb.com/help/contact_us

We always want to hear from our community. If youd like to give us feedback on this issue or your experience, you can do so at:

airbnb.com/help/feedback

Regards,
*** P}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
*****
Airbnb
Customer Answer
Date: 10/03/2023

Complaint: 20673306

Dear Airbnb Customer Service,
I am writing to express my disappointment regarding the recent responses I have received concerning my BBB complaint. I have noticed that the responses have been exact copies of Airbnb's previous communication to me, and they have not addressed my concerns or provided any meaningful resolution to the issues I raised.
My initial complaint was submitted with the hope of obtaining a substantive resolution to my concerns, given the circumstances surrounding my reservation. Unfortunately, the responses I have received do not meet my expectations. They merely replicate previous messages from Airbnb representatives, and there has been no direct response to my BBB complaint in writing.
I believe that as a loyal Airbnb customer, I deserve a more thoughtful and considerate response that genuinely addresses the legitimate concerns I have raised. I implore Airbnb to reevaluate its approach to handling customer complaints and provide a response that addresses the issues at hand.
I kindly request that you refrain from copying the same response repeatedly and instead provide a meaningful reply that acknowledges and addresses the specifics of my complaint. Your prompt attention to this matter would be greatly appreciated.
Sincerely,
******************
Business Response
Date: 10/04/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20673306

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 29, 2023). Below was the final decision email sent to the user:

{Hello ****,

Thank you for reaching out to us and it's a great pleasure speaking with you today. This is ******** one of the Support Ambassadors from Airbnb.

Thank you for taking my call. I appreciate your feedback towards our policy and our platform. Just wanted to let you know that you are heard and rest assured that your feedback will be shared to our team for improvements of our platform.

I understand how you feel right now, and I cannot express how sorry I am with the whole situation. I know that we weren't able to meet your expected outcome. But, I am happy that I am given an opportunity to talk to you about your concerns.

Just in case you need further help, feel free to contact us back through the link below and provide this ticket number *************. And I will make sure that all information provided is documented so, It will be easier for the next Support Ambassadors to help you.

www.airbnb.com/help/contact_us

We always want to hear from our community. If youd like to give us feedback on this issue or your experience, you can do so at:

airbnb.com/help/feedback

Regards,
*** P}

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: 10/04/2023

Complaint: 20673306

I am rejecting this response because:
Over the past three interactions, I've received identical responses to my concerns, and it has left me feeling frustrated and undervalued as a loyal Airbnb customer.
While I appreciate your promptness in acknowledging my inquiries, I must emphasize the importance of a direct response to the specific issues I've raised in my previous messages. Unfortunately, the repetitive responses have not adequately addressed the core problem outlined in my initial complaint.
To recap, my primary request is for Airbnb to consider waiving the fees associated with the reservations that became necessary due to the host's cancellation. This request stems from the financial burden I've encountered as a result of these unforeseen circumstances. It's crucial to understand that the increased expenses were a direct consequence of the host's cancellation, which was beyond my control.
I understand that host cancellations can happen for various reasons, and Airbnb may not be directly responsible for them. However, as a loyal Airbnb user, I believe it's reasonable to expect a level of support and assistance in navigating the challenges that arise from such situations.
In light of the three identical responses received thus far, I implore you to read this message attentively and address my concerns directly. I trust that Airbnb values its customers and is committed to ensuring a positive experience for all users of the platform. Waiving the fees in question would not only resolve my financial predicament but also restore my faith in Airbnb's commitment to customer satisfaction.
I eagerly await your prompt and individualized response to my request. Your attention to this matter is greatly appreciated.
Sincerely,
*******************
Initial Complaint
Date:09/28/2023
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 home at ************* for a week from August 28 to September 2, 2023. This home located at ******************************************************************************** was listed as a vacation rental called Osprey's Roost. There were a few issues but mostly enjoyed our stay. The issues we noted included: 1. the electronic keypad didn't work when we arrived. We were able to open the door after being told where keys were hidden in the out door closet. The host came the following morning and replaced the battery in the electronic key pad and it worked, thereafter. 2. We noticed that 2 or 3 window shades were on the floor. It appeared that they had been taped in place and the tape didn't hold. 3. The cable TV and wifi didn't work. A technician came to repair these things on the afternoon of September 1. I was asked to be there for the technician. He couldn't fix the issues. Another tecnicuan arrived the following morning before we departed. He was able to repair the issues just before we left. 4. Shortly after leaving the host sent me a notice with 3 pictures claiming that; a. we had a pet and left pet hair on the couch - this was false. We had no pet. b. We had damaged the shades - this was also false. The shades were down when we arrived and finally c. We damaged the wall as there was what looked like a small chip on a painted surface. - this was also false. We didn't damage any walls or painted surfaces. The notice also claimed that we owed over $1000 to pay for additional cleaning and damage. I have received multiple emails from AirB&B claiming that the evidence submitted by the host is valid and after their review I owe almost $900 in accordance with their terms and conditions. I believe that I owe them nothing for the reasons stated. There was no walk through of the property with the host when we arrived nor when we departed, therefore, the hosts claims are invalid. I have told AirB&B that I will not pay this charge because the claim is invalid.
Business Response
Date: 09/29/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20672213

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 (September 1, 2023). Below was the final decision email sent to the user:

{Hi ******,

This is Keemberly once again from Airbnb. I hope youre well. Since I havent received any response from you as I understand that you might be too busy for now, and we totally understand that.

Before we close this conversation, let me run a quick recap of what we have shared with you about this concern. You contacted us regarding your reservation under the booking code HMC8QS8ANW reporting that WI-FI is not working, however you did not respond to the given deadline to provide documentation to cover your claim.

We will now close our thread due to the time being. However, you can always contact us again with regard to your concern, and were happy to continue this case for you to make sure that you are supported.

Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Kind regards,
Keemberly}

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

Customer Answer
Date: 09/29/2023

Complaint: 20672213

I am rejecting this response because it's irrelevant. The issue isn't due to wifi and cable TV. Rather, it pertains to the host claiming that we left pet hair and damaged the property. Neither of these claims are true. We had no pet and didn't damage the property. Therefore, her claim that she needs over a thousand dollars for cleaning and repair are specious. AirB&B's resolution that this can be settled for almost $900 are likewise unacceptable. I owe nothing because these allegations are completely false. I will not pay any money to AirB&B.

Sincerely,

*************************
Business Response
Date: 10/03/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20672213

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 (September 1, 2023). Below was the final decision email sent to the user:

{Hi ******,

This is Keemberly once again from Airbnb. I hope youre well. Since I havent received any response from you as I understand that you might be too busy for now, and we totally understand that.

Before we close this conversation, let me run a quick recap of what we have shared with you about this concern. You contacted us regarding your reservation under the booking code HMC8QS8ANW reporting that WI-FI is not working, however you did not respond to the given deadline to provide documentation to cover your claim.

We will now close our thread due to the time being. However, you can always contact us again with regard to your concern, and were happy to continue this case for you to make sure that you are supported.

Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Kind regards,
Keemberly}

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

******
Airbnb
Customer Answer
Date: 10/03/2023

Complaint: 20672213

I am rejecting this response because:
AirB&B is not addressing the issue. They have said that I owe them for additional cleaning and damages to the subject property. Their host ***************************** of Island Time Cleaning and Construction in ************, ** falsely accused me of: 1. having a pet and leaving pet hair on a couch; 2. damaging blinds that were in fact laying on the floor beneath widows. The blinds appear to have been installed with some sort of adhesive that failed prior to our arrival; 3. finally, **************** accused me of damaging a painted surface. This too is false. She supported her accusations with pictures. She sent these pictures after we left. She should have walked through the property when I arrived and again before I departed. Her claim that I owed $1080 for additional cleaning and damage repair is rediculous. AirB&B's futher claim that they reviewed her claim and determined that that I owe $890 to resolve the claim is equally ridiculous. I do not care about the cable TV or wifi being out but will not pay any additional money for the host's false claims about repairs and additional cleaning. This is a scam. Please see the Yelp reviews for Island Time Cleaning and Construction. This woman and her company are frauds. I am not happy with this host or AirB&B. This was a very unpleasant epilog to an otherwise happy vacation.

Sincerely,

*************************
Business Response
Date: 10/04/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20672213

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 (September 1, 2023). Below was the final decision email sent to the user:

{Hi ******,

This is Keemberly once again from Airbnb. I hope youre well. Since I havent received any response from you as I understand that you might be too busy for now, and we totally understand that.

Before we close this conversation, let me run a quick recap of what we have shared with you about this concern. You contacted us regarding your reservation under the booking code HMC8QS8ANW reporting that WI-FI is not working, however you did not respond to the given deadline to provide documentation to cover your claim.

We will now close our thread due to the time being. However, you can always contact us again with regard to your concern, and were happy to continue this case for you to make sure that you are supported.

Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Kind regards,
Keemberly}

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

****
Airbnb

Customer Answer
Date: 10/04/2023

Complaint: 20672213

I am rejecting this response because:
AirB&B is non-responsive to the salient issue in my complaint - that being their attempt to charge me $890 for insubstantial claims that my stay required additional cleaning and damage repair. This is false and I will not pay them another dime. I had no pet at the property, therefore, left no pet hair. The blinds that they claimed I damaged were laying on the floor when we arrived at the rental on August 28. Finally, we didn't damage any painted surface. AirB&B' will get no more business from me. Neither will I ever do business with their host ***************************** and her company Island Time Cleaning and Constuction in ************, **************. I suggest that anyone considering renting Ospreys Roost at *********************** In *******************, ************** look elsewhere - buyer beware!
Sincerely,

*************************
Initial Complaint
Date:09/28/2023
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.
To whom it may concern,On Oct 1/2022 my parents made and pay AIRBNB US$2.900 for an apartament rent at ************************************************************, to stay from Oct. 1st trough Nov 2nd, own by **********************, ******-************************************************ tel **************, confirmation code HMSCATR9DSO They had been trying to contact ************** from over a month now without any success to request an early check in, Mr. ***** replied saying he was unavailable and it would be discussed after his return (no response was ever given).Today, two days before their trip they receive a cancelation from Mr.*****, talking about a flood, whithout any evidences or photos, causing us them relevant economic damage and inconveniences.Not even offering a solution to occupy the property a couple days later.AIRBNB has not return the money yet. And have been told they cant be responsible.Much to our surprise or should we say not surprise, short terms in the area have gone up in price over 130%, making it pretty convenient for Mr ***** to rent the property to higher bidder How the ******* authority could help us? Wich law protects tourist for this type of fraud?If my parent where the ones canceling they would have been forced to pay penalties, they are now over $3,000 in their budget as the prices have gone up double the price and they are now paying $6,000 due to this situation and apparently there is nowhere we can complain I hope you can help us out. As a ******* and ****** resident is incredible we need to jump through hoops to have our family over at a fair price and for them to be treated as equals
Business Response
Date: 09/29/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case: 20671602
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,
Sia
Airbnb

Customer Answer
Date: 10/03/2023

Complaint: 20671602

I am rejecting this response because:
I added the pictures showing a confirmation from Airbnb and a confirmation code HMSCATR9SC, this is under ************ or *******************
im attaching the confirmation pictures again, if you open the reservation on your system you should be able to corroborate my story

Sincerely,

*****************************
Business Response
Date: 10/05/2023
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

Customer Answer
Date: 10/06/2023

Complaint: 20671602

I am rejecting this response because:
I have attached twice the confirmation sent by your platform to my email. How is it possible you cant find your own confirmation number ?
email: ***********************
phone: Cel **************
Reservation No.
HMSCATR9SC
The account is under ********************;

Sincerely,

*****************************
Business Response
Date: 10/10/2023
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

Customer Answer
Date: 10/11/2023

Complaint: 20671602

I am rejecting this response because:
this is ridiculous, I have attached all prove and information 4 times and the only answer I get is the same. Looks like a robot programmed to inform people they are now denying a booking even existed in the first place.
Yet another reason why this is in the BBB. You have my information and the confirmation code from your platform. Die your due diligence and locate my file please

Sincerely,

*****************************
Initial Complaint
Date:09/28/2023
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 separate listings with Airbnb for my stay in Malaga, *****. I cancelled the first reservation due to excessive noise in the unit; I cancelled the second reservation at issue due to the actual unit not being reflective of what was represented in the listing on Airbnb's app and the fact that I felt it was unsafe. After canceling the first reservation, Airbnb invited me to leave a review; I complied. In my review I noted the noise issue and also pointed out that the unit was not very clean. Airbnb allowed the host to remove my review, presumably on the basis that I did not stay there, while at the same time, denying me a full refund. I feel that Airbnb unfairly silenced and stifled me in favor of the host. In regard to the other listing that I canceled, Airbnb allowed the host to post a false review wherein the false made defamatory statements about me--specifically that I have set up a system whereby I stay in Airbnbs and thereafter seek a full refund--this is categorically false and Airbnb can verify that this is the case. I have been using Airbnb for approximately two years, and aside from the defamatory review from the host in question, I have stellar reviews--20 in fact.
Business Response
Date: 09/28/2023
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 [29 Sep 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: 09/29/2023

Complaint: 20669222

I am rejecting this response because: the response from Airbnb is false. They are not assisting me with my complaint

Sincerely,

***************************
Business Response
Date: 09/29/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20669222

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 (September 29, 2023). Below was the final decision email sent to the user:

{Hi *****,

It's Luiman A againthanks for holding tight while I looked into this for you.

In answer to your question, reviews can be left after check out, meaning the reservation is completed. Guests and Hosts can leave a review for certain reservations that are canceled on or after the day of check-in (12:00 AM in the listing's timezone).

In your case, the review was canceled by you before 12:00 am on the day of check-in, which did not allow you to seek an amicable solution.

Check this link ****************************************************************

On the other hand, noise external to the unit, including barking dogs from the neighborhood, is not considered a violation of the host.

We appreciate this may not be the outcome you'd hoped for ***********

We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:

airbnb.com/help/feedback

Best,
Luiman}

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

Customer Answer
Date: 09/29/2023

Complaint: 20669222

I am rejecting this response because: this is not responsive to the issues raised in my complaint There is no response to the defamatory and false comments made by the other host nor does it address the requests i made. In fact, this is in response to me reaching out to Airbnb prior to contacting BBB. I want Airbnb to respond to the complaint I filed. I want an apology and the defamatory review removed

Sincerely,

***************************
Business Response
Date: 10/03/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20669222

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 (September 29, 2023). Below was the final decision email sent to the user:

{Hi *****,

It's Luiman A againthanks for holding tight while I looked into this for you.

In answer to your question, reviews can be left after check out, meaning the reservation is completed. Guests and Hosts can leave a review for certain reservations that are canceled on or after the day of check-in (12:00 AM in the listing's timezone).

In your case, the review was canceled by you before 12:00 am on the day of check-in, which did not allow you to seek an amicable solution.

Check this link ****************************************************************

On the other hand, noise external to the unit, including barking dogs from the neighborhood, is not considered a violation of the host.

We appreciate this may not be the outcome you'd hoped for ***********

We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:

airbnb.com/help/feedback

Best,
Luiman}

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

******
Airbnb
Customer Answer
Date: 10/03/2023

Complaint: 20669222

I am rejecting this response because:this is not a response to my complaint. There is no mention of my complaint about the defamatory review posted by a host who alleges that Airbnb gave them false information about me. This was a response to my inquiry as to why my review about a separate host was removed. Again, this does not even begin to address the second portion of my BBB complaint

Sincerely,

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

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