Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

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

BBB recommends consumers and hosts to review the following:

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

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

Complaints

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

Customer Complaints Summary

7,446 total complaints in the last 3 years.
2,374 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:06/23/2023
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.
Airbnb is not providing any resolution to their listing being unsanitary and represented on their website. The Airbnb I stayed in was infested with cockroaches and I was advised by the host that it is a building wide issue and was advised to vacate the property. I was told that the host would not be available after 5 pm for further questions . I requested a full refund after having to find another place to stay mid vacation in ***********
Business Response
Date: 06/23/2023
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 [June 24, 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:06/23/2023
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 neighbor in *************************************** ***** is doing Airbnb for the whole house. They always rent for a large group of people, that always playing games and running into the neighbor's yard. I've complain to the Airbnb before wish they could install a fence or regulate the renters but never worked out. The kept knocked my pears down on my tree for years, very loud after dark, and even smoked weeds there. It's a neighborhood with little kids around. I wish when they do Airbnb please consider about the neighbors around more instead of just making money!!!!
Business Response
Date: 06/23/2023
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 [June 24, 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: 07/11/2023
They are not working on this issue, the Airbnb owner did not care it at all, people still playing in my yard at night making noise and knock more of my pears off on the tree. I kept have this issue for years I did not seeing they want to get any improvement!

Thanks for helping me with the issue! Attached are some pictures of the people playing in my yard.

Songling
Business Response
Date: 07/11/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20228458

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 26th. Below was the final decision email sent to the user:

{Hi Songling Z., we wanted to thank you again for reporting what happened with this listing.

Weve reviewed your report and have followed up to address the concerns with the Host and guest associated with the listing that you identified, providing him with the proper account outcome and necessary warnings / information, according to our policies, in order to avoid these incidents in the future.

Also the host asked to share this message with the neighbor: *If I build a fence, will that
be a good solution for you? If so, I will send a quote to the architectural board of the *** for approval, and install one. I can inform your husband when I get approval from the ***, and when it is scheduled to be built.
(Message recieved today from host): Here is an email I sent out this morning to the *** for a request to build a fence at **********************. You can pass this along to the next door
neighbor as well. > Hi ******,
> I may have reached out a few years ago regarding a fence at 459 ******
> Place, ************* Countryside. I finally decided to have it built. Can
> you check and see if you have an approval for that from the ***? If not,
> can I send you the forms, or do I send them to someone else?
> Thanks,
> *************************
> ****************** Group*

Well go ahead and close our correspondence at this time, but please know you are more than welcome to contact us again if there is another report you would like to share with us, about this listing, using again the link,
********************************************************************

Best, Airbnb.}

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

Airbnb,
Initial Complaint
Date:06/23/2023
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 am extremely dissatisfied with the resolution provided for my reservation, HM4WE8TH4T, in *****. Sleeping on sheets soiled with dried human f**** posed a significant health and safety hazard, and the offered resolution of "30% of the first night plus cleaning fee" totaling $76.90 is entirely inadequate. This was not simply a dirty room; it involved human feces, which is unacceptable. Additionally, the couch I slept on was covered in dead skin and dirt, and I had no covers, smelly covers, and no pillowcases for the first night. The total reservation price was $579.01 for **** 8-12.Despite uploading images and the host admitting to a cleaning mix-up and apologizing, the gravity of the situation warrants a thorough review. I urgently request a fair resolution that considers the host's negligence, the health and safety risks faced, and the distress caused by these unsanitary conditions.As a loyal customer, I have always trusted ********************** to prioritize guest well-being and satisfaction. However, the handling of this incident has deeply disappointed me. I kindly request you to escalate this matter to a senior representative or manager for immediate attention and a satisfactory resolution.Please take prompt action, and I eagerly await your response.Sincerely,*************** Reservation ID: **********
Business Response
Date: 06/23/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20228150

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 12, 2023). Below was the final decision email sent to the user:

{***********,

This is *******, one of the Support Ambassador from Airbnb and I will now take over to your case. I do apologize for the delay as I just got your ticket, no worries, since you have me on this thread, rest assured that I'll do my best to assist and provide you the assistance you deserve.

Please accept my sincere apology for any inconvenience this may have caused you. Clearly, I understand your situation and I want you to know that getting to the bottom of this is just important to me as it is to you.

I understand that your reservation isnt going as planned, Andybut dont worry, Im here to help.

Thank you for providing those information to support your claim and since the issue has been reported within 72 hours, you are covered by Aircover. With this being said, please be advised the amount of $76.90 has already been credited back to your **** Card ending in ****, and the refund processing time for it may take up to 15 business days, not including the holidays and weekends. Here is the link for your reference:

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

Here is also the breakdown for your reference:

30% of the first night plus cleaning fee:
$135.71 x 30% = $40.71 + $36.19 = $76.90

Just to set your expectation, the said amount will be automatically deducted from your next scheduled payout. No worries, once it was settled, your payout will revert back to normal. Here is the link for you to check:

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

Please don't hesitate to let me know if you have further questions, so I can assist you right away.

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.
*******
Airbnb

Customer Answer
Date: 06/26/2023

Complaint: 20228150

I am rejecting this response because: Would you sleep on SOMEONE ELSE'S DRIED P*** FOR $76.90??? This is a ridiculous copy and paste response template. My family has been using AirBnb for over 8 years and have spent thousands and thousands on here. We will NEVER be using this site again. What a joke of a response

Sincerely,

***************
Business Response
Date: 06/26/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20228150

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 12, 2023). Below was the final decision email sent to the user:

{***********,

This is *******, one of the Support Ambassador from Airbnb and I will now take over to your case. I do apologize for the delay as I just got your ticket, no worries, since you have me on this thread, rest assured that I'll do my best to assist and provide you the assistance you deserve.

Please accept my sincere apology for any inconvenience this may have caused you. Clearly, I understand your situation and I want you to know that getting to the bottom of this is just important to me as it is to you.

I understand that your reservation isnt going as planned, Andybut dont worry, Im here to help.

Thank you for providing those information to support your claim and since the issue has been reported within 72 hours, you are covered by Aircover. With this being said, please be advised the amount of $76.90 has already been credited back to your **** Card ending in ****, and the refund processing time for it may take up to 15 business days, not including the holidays and weekends. Here is the link for your reference:

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

Here is also the breakdown for your reference:

30% of the first night plus cleaning fee:
$135.71 x 30% = $40.71 + $36.19 = $76.90

Just to set your expectation, the said amount will be automatically deducted from your next scheduled payout. No worries, once it was settled, your payout will revert back to normal. Here is the link for you to check:

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

Please don't hesitate to let me know if you have further questions, so I can assist you right away.

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.
*******
Airbnb
Customer Answer
Date: 06/27/2023

Complaint: 20228150

I am rejecting this response because: the resolution is ridiculous. All they do is copy and paste a response. Sleeping on someone elses p*** for $76.90 is a joke...

Sincerely,

***************
Initial Complaint
Date:06/23/2023
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 rented an Airbnb based on the description and pictures provided on the site. Upon arrival on 6/15/23 we were given a different unit. The unit we were given does not have the same quality as described and shown on the pictures. We reported this issue immediately to the host, they told us that the unit they advertised would not be available until 6/21/23. Had they shown us pictures of the unit given, we would not have rented from them. This is false advertising. If they show a unit, the should give you a unit with equal or better quality, not worse quality, that is misleading. Upon contacting Airbnb, they provided me with a policy around Ground Rules for Hosts which states the following: Property: The place provided should be the one that was booked, and the photos and description on the listing page should accurately represent the space provided. Hosts should only substitute one listing for another if they have prior agreement from the guest and the guest has accepted a trip change request.There was no notification of substitution nor was there agreement with us as the renter. We have asked Airbnb to refund our money, they have refused to listen to our argument. Although according to Aircover: If the listing description wasnt accurate about significant things. For example, if the home is missing major advertised amenities (like a refrigerator), its a different type of home, or it has the wrong number of bedrooms. This was a different unit than advertised, in a different condition, in a different part of the building. Although they mention that there are 14 units, it was not clear that the quality/location would be significantly worse than show/advertised and described.Attached are pictures of the unit provided and what was advertised is here: *********************************************************************************************************** We are looking to get our cancellation fee back: $2,052.99
Business Response
Date: 06/23/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20226202
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [June 23]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Caleb S
Airbnb

Customer Answer
Date: 06/24/2023

Complaint: 20226202

I am rejecting this response because: they are saying I should wait for the process of the ticket reported to Airbnb. This is the second ticket and they said they cant respond to me until 6/26. I reported the issue on 6/16. I would like Airbnb to track this issue and provide an update as an overall process.

Sincerely,

***********************************
Business Response
Date: 06/26/2023
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 [June 27, 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: 06/27/2023

Complaint: 20226202

I am rejecting this response because: it has been worked on for nearly two weeks. Your practice is such to keep the process going for as long as possible without proper resolution. It is going in circles without escalations. Where is it acceptable to keep a customer waiting for resolution for two weeks? Im shocked at your practice. This is resolvable in a few hours vs weeks at a time.

Sincerely,

***********************************
Business Response
Date: 06/28/2023
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 [June 27, 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,
Caleb S
Airbnb

Customer Answer
Date: 06/28/2023

Complaint: 20226202

I am rejecting this response because: ok. I will wait again.

Sincerely,

***********************************
Business Response
Date: 06/28/2023
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 [28 June 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:06/23/2023
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.
June 19th I filed a complaint with AIRBNB neighborhood support - I received an email saying my complaint was received and being looked into. I then received another email stating that my complaint could not be processed because I refused to share my contact information with the host of the AIRBNB (my next door neighbor) I called June 20th and told them go ahead and share that whatever needs to be done to resolve my issue. The representative then told me I would be contacted for further investigation, but sure enough I received another email saying the exact same thing copied and pasted. June 21st I called back and she said a representative would call me, guess what? I got an email saying that they only communicate via emails and do not call and the email stated please respond to move forward I responded and yet again received the same copied and paste email. June 22nd I called around 5PM EST and was told to rest assured because a supervisor would absolutely call me back that same day to speak with me. It is now 11:30 PM on June 22nd and I have not received a call or an email at all. I am currently on the phone with AIRBNB on hold because a new representative answered and has no idea what I am even talking about. All of these calls are recorded for quality assurance and training I want to speak with a supervisor/manager who speaks English and can answer my questions on the complaint that I have filed with them as their website states that they do.
Business Response
Date: 06/23/2023
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 [June 23, 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:06/22/2023
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.
Good Afternoon BBB, I had an Airbnb from 6/14-6/16 with one of my friends. Upon checking in to the Airbnb around 6ish, I noticed that the bathroom was dirty, with hair left in the tub/walls (as noted in the last two photos). I reached out to the host, to which he couldn't provide a solution (please see full conversation attached). I wanted to shower, but didn't because I was disgusted.After a long day of being outside, my friend and I came back to the Airbnb to take a shower and sleep. To our surprise, there was no warm/hot water. The water was only cold even after waiting ***** minutes of it running. The bedding in the Airbnb, pillows specifically smelled like scalp, as if they hadn't been changed. When reaching out to the host about the water, he said "that's odd," and proceeded to say he'll get someone to fix it, but with no timeline I reached out to Airbnb for help to get us in a different Airbnb that was comparable to what we had (2 bedrooms), they only provided us 1 bedroom options. The 2 bedroom options were significantly out of our price range, and they were not wanting to pay for it. When asked for a refund, they provided us only a refund of one night and not 2. Stating the reason is because we had stayed there for one night. However, we were not given the bare necessity of warm water to take a shower. Their response was "but the refrigerator works, so the amenities work." (please see full conversation attached). Using the bathroom, washing your face/teeth and taking a shower are bare necessities anyone who is staying in an Airbnb or Hotel will ask for. These were not provided. While we did receive refund for one night, I will like a full refund of my stay for it not being as advertised and for the inconvenience of not having somewhere to go.Thank you,*******
Business Response
Date: 06/22/2023
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 [Jun 22, 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,
****** S
Airbnb
Initial Complaint
Date:06/22/2023
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.
Air BBB zip code ******. I have not heard back from the business, I have sent letters and phone calls.
Business Response
Date: 06/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20222327
We have reviewed the facts related to the case number <1337012600051> 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:06/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This past April, I rented a villa in ******* from AirBNBs platform. During my stay, the owner of the property made an impromptu visit and when welcomed in, they started to ask a lot of personal questions regarding our finances and what we did for work in the US. After checking out, there was a failed extortion attempt from the host and when I refused to pay them that resulted in my account being suspended.Ive been on the Airbnb platform for over six years and I have never had any issues with ANY property Ive visited. No broken/stolen items, no confrontation, nothing but good reviews.When trying to resolve the account suspension, Ive been taken in a huge wheel of NOTHING from representatives. I contacted Airbnb, they let me know that they would escalate the issue, and that someone would be contacting me. Shortly after, I received an email that was forwarded to my Airbnb inbox but being that my account is suspended, I could not access it. I called back Airbnb to let them know, and again I was told that they would escalate my issue, and that someone would be contacting me again. I then received another message that was sent to my Airbnb inbox that I could not read.So I called AirBNB again explain the issue for the third time, and when they told me the same thing from my last two calls, I insisted that I needed to speak to someone verbally because ** getting sent messages that I cannot access. NOBODY has called me and there has been NO resolution.There needs to be effective ways from such a huge company to resolve issues.I am STILL waiting for a call so this issue can be resolved.
Business Response
Date: 06/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20222301

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

{Hello *******,

It's ****** again, hope this message finds you well.

Weve removed you from the Airbnb platform because your account is closely associated with a person who isnt allowed to use Airbnb. For the safety of our community, we may remove accounts that are closely associated with people who arent allowed to use Airbnb.

To find out more about what account removal means, visit:

airbnb.com/help/article/432

We dont take these decisions lightlybut if you have more information to share, you can submit a request to our Appeals team.

You can do this by going to:

Airbnb.com

Then, enter your email, password, and follow the prompts.

A member of that team will contact you.

Best regards,}

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

Customer Answer
Date: 06/25/2023

Complaint: 20222301

I am rejecting this response because:
The reasoning provided for the account suspension has been inconsistent, as I received an email stating that my account was removed due to allegedly damaging or stealing property from a host during a recent reservation. I can assure you that these accusations are entirely unfounded and unsupported by any evidence or factual basis.

I would like to emphasize that I have a longstanding and exemplary record as an Airbnb guest, having never received any complaints or negative reviews in the past. It is deeply disheartening to be treated in this manner after years of positive experiences on your platform.
I kindly request a comprehensive and impartial review of my case.
I firmly believe that a fair evaluation of the documented interactions and the absence of any prior incidents will demonstrate my integrity and refute the baseless accusations made against me.

I respectfully ask for your assistance in facilitating a prompt and fair resolution to this matter. It is my sincerest hope that we can address this issue and restore my account privileges on the Airbnb platform. I genuinely value the Airbnb community and the opportunities it has provided me to explore new destinations while meeting remarkable hosts.
Thank you for your attention to this matter. I await your response and the opportunity to present my case for reconsideration.

Sincerely,

*************************
Business Response
Date: 06/26/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20222301

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

{Hello *******,

It's ****** again, hope this message finds you well.

Weve removed you from the Airbnb platform because your account is closely associated with a person who isnt allowed to use Airbnb. For the safety of our community, we may remove accounts that are closely associated with people who arent allowed to use Airbnb.

To find out more about what account removal means, visit:

airbnb.com/help/article/432

We dont take these decisions lightlybut if you have more information to share, you can submit a request to our Appeals team.

You can do this by going to:

Airbnb.com

Then, enter your email, password, and follow the prompts.

A member of that team will contact you.

Best regards,}

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

******
Airbnb
Customer Answer
Date: 06/27/2023

Complaint: 20222301

I am rejecting this response because:
I hope this email reaches the appropriate department urgently, as I am deeply disappointed and frustrated with the continued lack of acknowledgement and proper investigation regarding the suspension of my Airbnb account.
Despite my detailed explanations, it appears that my concerns have not been given due attention, and I kindly request that you reconsider and engage in a genuine examination of my case.

It is disheartening to receive yet another response that fails to address the fundamental issues I have raised. I had sincerely hoped that my previous email would elicit a more thorough review and understanding of the incident, the inconsistencies in the reasoning provided, and the distressing treatment I have experienced throughout this process.

To reiterate the key points I have previously communicated:
* Unannounced Visit and Intrusive Behavior: During my stay at the Airbnb rental in *******, the host arrived unannounced and proceeded to inquire about personal matters unrelated to our stay, including our finances and possessions. This behavior was intrusive and made us feel uncomfortable.

* Inconsistent Reasoning: The reasoning provided for the account suspension has been inconsistent and contradictory. Initially, I was informed that my account was suspended due to being closely associated with someone not allowed to use Airbnb. However, a subsequent email stated that my account was removed because I allegedly damaged or stole property from a host during a recent reservation. These inconsistent explanations have added to the confusion and frustration I have experienced.

* Exemplary Record and Longstanding Relationship: I would like to emphasize that I have been a loyal and responsible Airbnb guest for many years, with an outstanding record and no prior complaints or negative reviews. It is deeply distressing to be treated in such a manner after having been a valued member of the Airbnb community.

Given the circumstances and the evidence I have presented, I implore you to conduct a thorough investigation into my case. It is essential that you carefully review the documented interactions and consider the absence of any prior incidents, which will attest to my integrity and the baselessness of the accusations leveled against me.

I urge you to prioritize my appeal and engage in a genuine effort to resolve this matter promptly and fairly.
The lack of attention, understanding, and proper investigation has eroded my trust in the Airbnb platform and left me feeling unheard and disregarded.
I expect and sincerely hope that this communication will be received with the utmost seriousness and prompt action. I am eager to provide any further information or evidence that *** assist in clarifying the situation and facilitating a just resolution.

Thank you for your immediate attention to this urgent matter. I eagerly await your prompt response and the opportunity to finally have my case properly reviewed and addressed.

Sincerely,

*************************
Business Response
Date: 06/27/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 20222301

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

{Hello Jasmine,

It's ****** again, hope this message finds you well.

Weve removed you from the Airbnb platform because your account is closely associated with a person who isnt allowed to use Airbnb. For the safety of our community, we may remove accounts that are closely associated with people who arent allowed to use Airbnb.

To find out more about what account removal means, visit:

airbnb.com/help/article/432

We dont take these decisions lightlybut if you have more information to share, you can submit a request to our Appeals team.

You can do this by going to:

Airbnb.com

Then, enter your email, password, and follow the prompts.

A member of that team will contact you.

Best regards,}

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

Caleb S
Airbnb
Initial Complaint
Date:06/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked an Airbnb for Mem wknd. House owned/operated by Colorstone Realty. After arrival, listing agents altered the usage agreement for backyard access, eliminating what was the most important aspect of the stay. **** then levied accusations of lying and subterfuge when I clearly had electronic history of correspondence showing complete transparency in use of unit. Host also tried charging more money after arrival when total for stay was already paid. Communications with hosting agents clearly show a lack of integrity and a lack of knowledge in what others within the company have agreed to supply.(Pictures show gate to backyard and the zip-tied latch denying access.)
Business Response
Date: 06/22/2023
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
Initial Complaint
Date:06/22/2023
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.
Found this listing on Airbnb and then evolves website. They listed the place I rented for a vacation as a two bedroom. When we arrived, to be able to get to one bedroom, you have to walk through the other bedroom. None of the listings told us this and it made our vacation very difficult. We had a two year old with us and she sleeps in a pack and play. We tried to put her in the first bunk bed room and unfortunately she kept waking up because the door didnt latch and we had to walk through her room to get to ours. We ended up sleeping on bunk beds and she slept in the back bedroom. Unfortunately, the listing didnt share any of this information. Evolve and the owners of the property have been unwilling to help, despite acknowledging the listing didnt say that, and that they would add this information to the listing. We would do never booked this property if we knew this.
Business Response
Date: 06/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20177696
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,
Caleb
Airbnb

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