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:05/01/2023
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.
Due to misrepresentations and not being price matched due to extravagant resort fees omitted to be mentioned by the agent, I have been forced to cancel my reservation on your website with the help of an agent for the price of $5863.57 ******** dollars in ***********, *******. ********************** cancelled my 4 bed condo rental less than 24 hours before my flight due to flooding in the unit. In my new booking, I requested that the sofa bed not be included in the request for four beds. The recording can be listened to in order to verify this claim. It is my understanding that the agent made an error when rebooking a room with 3 beds instead of 4 beds. I was billed for 4 beds. This is a misrepresentation of the property. As a result of the agent's misrepresentation and error in rebooking the condo, I demand a full refund on my credit card in the amount of $5863.57 CAD. There is an offer of a refund of $600.00 CAD from your department, which I find to be unacceptable. Additionally, ***, the host of the condominium, has changed the description of the listing recently, in which she advertises three beds.In this case, I am not responsible for a mistake made by AIRBNB. It was not a price match and the condo was misrepresented as well.AirBnB #Confirmation code: HMZYXX8TSC Issue started April 20th 2023.If you view the ***** Hotel bill it says 4 beds but there are only 3 beds misinterpretation.
Business Response
Date: 05/01/2023
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 [May 2, 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: 05/02/2023

Complaint: 19999835

I am rejecting this response because:

**********************************************
Customer Answer
Date: 05/02/2023
Please see the attached
I just wanted to add that I was never able to go on my vacation from April 21^st to April 30th.There are 2 reasons. I was misled under pressure by an agent to click reserve.There were extravagant fees at arrival which I could not afford.Also.I asked for 4 beds which you can see on the invoice but there are only 3 beds.This is a misrepresentation of the unit.I called several times to cancel and rebook me and this never happened.They did not live up to their own policy.

You can reach me at

************ or ************

Thank You

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

I just wanted to add that I was never able to go on my vacation from April 21st to April 30th.There are 2 reasons. I was misled under pressure by an agent to click reserve.There were extravagant fees at arrival which I could not afford.Also.I asked for 4 beds which you can see on the invoice but there are only 3 beds.This is a misrepresentation of the unit.I called several times to cancel and rebook me and this never happened.They did not live up to their own policy.

Thank You

Business Response
Date: 05/03/2023
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 May 4, 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: 05/04/2023

Complaint: 19999835
Please see the attached

I am rejecting this response because: So far NOT a single agent from AirBnB is working on this case and just keeps on restarting the story from the April 20th 2023 to current day May 4th 2023 and on going.

As a result of being misled and pressured into pressing reserve by the agent, I fell victim to misrepresentation of the listing and not being price matched due to the omission of extravagant resort fees and the fact that I received 3 beds instead of 4 beds as the agent emphasized on the call. Due to an agent's advise, I had to cancel my reservation on AIRBNB with the help of an agent in the amount of $5863.57 ******** dollars in ***********, *******. The agent was supposed to assist me with rebooking a new condo and refund my money. ********************** cancelled my 4 bed condo rental less than 24 hours before my flight due to flooding in the unit. As part of my new booking, I requested that the sofa bed not be included in the request for four beds. Verification of this claim can be obtained by listening to the recording. Rebooking a room with three beds rather than four beds was an error made by the agent, according to what I understand. The bill stated that there were 4 beds in my room. This is a false representation of the property. Due to the agent's misrepresentation and error in rebooking the condo, I demand a full credit card refund of $5863.57 CAD. The AIRBNB department is offering a refund of $600.00 CAD, which I find unacceptable. Additionally, ***, the owner of the condominium, has updated the listing's description, which now lists three beds. Due to an error on the part of AIRBNB, I cannot be held responsible in this case. As well as not matching the price, the condo was misrepresented. AirBnB #Confirmation code: HMZYXX8TSC Issue started April 20th 2023. A misinterpretation can be seen on the ***** Hotel bill that says there are 4 beds, but there are actually only 3 beds. It is clear that AirBNB is not following AIRCOVER policy. I was obligated to cancel my entire trip from April 21st to April 30th due to this error because of major stress and lack of funds.

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

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999835

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 (4 May 2023). Below was the final decision email sent to the user:

{Hello Grace,

Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but Airbnb is unable to enforce any refund in this case. As informed earlier, any decision to refund outside their cancellation policy was on Host's discretion.

We also found upon ivestigating that there were no violations on the Host's part and whatever changes were made to their listing had been done after your cancellation. Therefore you are not eligible for any refunds as per our policies.

We wont be able to offer additional support on this case at this time. If youd like to give us feedback on our policies or your experience, you can do so using the following link:

airbnb.com/feedback

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: 05/05/2023

Complaint: 19999835

I am rejecting this response because: As you can see AirBnB does NOT follow it's own policies and always mentions their policies. They seems to have a major lack of knowledge of their own rules I would strongly suggest that AirBnB learns their own AirBnB guidelines with AirCover and other policies maybe a 4 week internal training to teach them their own jobs as they seem to be day 1 employees. Also host changed her listing to 3 beds which is what she has and I was charged for 4 beds. This is a misrepresentation and also AirBnB did NOT price match my booking.

**********************************************
Business Response
Date: 05/07/2023

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999835

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our team has already issued their final decision on this matter. Please refer to our direct correspondence on May 4,2023. Below was the final decision email sent to the user:

{Hello Grace,

Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but Airbnb is unable to enforce any refund in this case. As informed earlier, any decision to refund outside their cancellation policy was on Host's discretion.

We also found upon ivestigating that there were no violations on the Host's part and whatever changes were made to their listing had been done after your cancellation. Therefore you are not eligible for any refunds as per our policies.

We wont be able to offer additional support on this case at this time. If youd like to give us feedback on our policies or your experience, you can do so using the following link:

airbnb.com/feedback

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: 05/08/2023

Complaint: 19999835

I am rejecting this response because: AirBnB is NOT following it's own policy's and is saying anything to close the topic. All there policy's state a full refund.

**********************************************
Initial Complaint
Date:05/01/2023
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.
I made reservation for a airbnb home for vacation. The host cancelled my reservation without explanation.and subsequently increased the prices of booking from **** dollars to **** and **** dollars for same time frame. This caused me and my family to lose our on a well planned vacation for July 4th.This event of price gauging has become common theme where in the name of COVID cleaning the hosts are charging higher amount of cleaning charge.The cancellation of my reservation has reduced my confidence in the Airbnb platform to protect its consumers.
Business Response
Date: 05/01/2023
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 May 2,2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Bella
Airbnb

Customer Answer
Date: 05/02/2023

Complaint: 20001707

I am rejecting this response because the effort made was not satisfactory. The Airbnb rep has stated that 'since your vacation was more than 30 days in future we are limited." This indicated that consumers are protected based on timeframe of events where if you plan ahead you may be punished.
Here is my side, I no longer would be able to celebrate July 4th with other family members that are traveling there. This is purely in part how hosts are allowed to conduct their business and change prices drastically to make more profits. This is surely tarnishing AIRBNB name.

Sincerely,

***********************
Business Response
Date: 05/04/2023
Better Business Bureau Inc.
*************************************************************************; 94607

Re: Case # 20001707

We have reviewed the facts related to the case number <20001707> 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: 05/04/2023

Complaint: 20001707

I am rejecting this response because Airbnb support again disappointed me by lying on a recorded line. They offered me 10% discount on next booking. This was only to yank it out next day.....they are more interested in closing than incident rather than revolving it.

***********************
Business Response
Date: 05/07/2023

Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20001707

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 May 3,2023. Below was the final decision email sent to the user:

{Hi ******,

after reviewing the information for your cancelled reservation, it appears that it does not qualify for a reservation Coupon due to how far out the cancellation was done before check in.

'm truly sorry to hear about the issues found in the listing. Please know that this is not the experience we wanted you to have.

Due to the check in date being on July 1, 2023, and reservation being cancelled on the April 30, 2023, As mention the coupon would not apply

I realize how difficult that must have been for you but we are more happy to have cleared this information for you today.}

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: 05/09/2023

Complaint: 20001707

I am rejecting this response because: it appeared that the Airbnb representative was interested in closing the issue rather than resolving it. In these times when you have to plan ahead to get good deals. Airbnb policy is not covering the hardship that I had to go through. Because of this cancellation I have no where to book in the same price range. They promised on recorded line that they will give 10% discount on next booking. But the vet next day Airbnb declined to give that as well.
truly a horrible consumer experience.

Sincerely,

***********************
Initial Complaint
Date:05/01/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern,I booked accommodation on Airbnb (confirmation code: HMWQAE5QM9), and then I realised it might be a scam. I contacted the AIRBNB team and informed them. However, they assured me that it was not. Then, I needed to wait 24 hours for the host to accept my request. Unfortunately, the host never did. I contacted the Airbnb team again by saying, "Hi, I still believe it is a scam on Airbnb, and yesterday raised the issue with your colleague. I wasted my time on it. This happens for the second time on Airbnb again! Not acceptable to me! I have been a loyal customer of **********************!" The customer agent, ****, tried to help me, but did not solve the issue.Now, I need to book another place by spending a significant amount of time on Airbnb. This was a waste of my time, and hence, I requested a voucher for the new accommodation. Unfortunately, **** said, "I know that this has caused you hassle or inconvenience, and I am really sorry if you have to go through that. However, we are unable to provide compensation for this since the reservation has not been confirmed yet." I do not agree with ****, and Airbnb almost put me in touch with a potential scam/fraudulent case. I might be killed/murdered in this accommodation! This changed my attitude towards Airbnb, too. Instead of supporting me, they rejected my case. Therefore, I am raising the issue with BBB, so Airbnb can learn from its mistakes! Meanwhile, I demand a voucher ( 1000/1500 USD), to compensate my time and energy! At the same time, I expect an official apology letter from Airbnb and the customer service department for ignoring my experiences!Thank you!Sincerely,*************************
Business Response
Date: 05/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20001439

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 1, 2023). Below was the final decision email sent to the user:

{Thank you for patiently waiting, Ramil. We always aim for a safe, and secured environment for both Hosts and guests. Having that said, we have ways to determine if Hosts or guests are who they say they are. Other than that, we have other identity verification set only for Hosts before they can have their listing approved in our platform.

Rest assured that the listing you've booked is legit, and available in our platform. I have checked that the booking type of this listing is request to book which means, Host has ********************************************************************* this case, Host will have the full decision if they will accept the reservation or not making your reservation not confirmed yet. It is only by the time Host accepts the reservation that it will be confirmed.

To check the different booking type of listing, you can check this *********** link:

Check your reservation status as a guest
*******************************************************}

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.
Austin
Airbnb

Customer Answer
Date: 05/02/2023

Complaint: 20001439

I am rejecting this response because:Airbnb did not care about the case of its loyal customer! It is a capitalist company which does not care about the safety of its customers!

Sincerely,

*************************
Business Response
Date: 05/05/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20001439

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 1, 2023). Below was the final decision email sent to the user:

{Thank you for patiently waiting, Ramil. We always aim for a safe, and secured environment for both Hosts and guests. Having that said, we have ways to determine if Hosts or guests are who they say they are. Other than that, we have other identity verification set only for Hosts before they can have their listing approved in our platform.

Rest assured that the listing you've booked is legit, and available in our platform. I have checked that the booking type of this listing is request to book which means, Host has ********************************************************************* this case, Host will have the full decision if they will accept the reservation or not making your reservation not confirmed yet. It is only by the time Host accepts the reservation that it will be confirmed.

To check the different booking type of listing, you can check this *********** link:

Check your reservation status as a guest
*******************************************************}

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: 05/08/2023

Complaint: 20001439

I am rejecting this response because: AIRBNB did not try to help me, at all. Considering how AIRBNB cooperates with the housing mafia in ******, I am speechless and do not recommend people to use their services in ******!

Sincerely,

*************************
Business Response
Date: 05/09/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 20001439

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 1, 2023). Below was the final decision email sent to the user:

{Thank you for patiently waiting, Ramil. We always aim for a safe, and secured environment for both Hosts and guests. Having that said, we have ways to determine if Hosts or guests are who they say they are. Other than that, we have other identity verification set only for Hosts before they can have their listing approved in our platform.

Rest assured that the listing you've booked is legit, and available in our platform. I have checked that the booking type of this listing is request to book which means, Host has ********************************************************************* this case, Host will have the full decision if they will accept the reservation or not making your reservation not confirmed yet. It is only by the time Host accepts the reservation that it will be confirmed.

To check the different booking type of listing, you can check this *********** link:

Check your reservation status as a guest
*******************************************************}

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: 05/10/2023

Complaint: 20001439

I am rejecting this response because: Airbnb does not want to take the responsibility for their actions. I am not going to give up until they suspend that accommodation on their website and issue a voucher in the amount of **** USD (minimum)! This is the second time happening with Airbnb. Hence, either accept this, or the case will go to higher instances!

Sincerely,

*************************
Initial Complaint
Date:04/30/2023
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.
On April 24th I cancelled a booking and was provided the option to get a refund back to my credit card or to receive a credit to use towards a future booking. I was rebooting a large place so I chose the credit. When paying for the new rental I had a gift card for $250 and the $130 credit to use. I chose both options and when to process payment. The payment took the gift card and charged Mt credit card the remaining due and didn't use the credit. Airbnb is not willing to refund the credit saying I can use it towards a future booking. I wanted to use it on this booking. Had I known they would allow it to be used, I would have requested a refund
Business Response
Date: 05/01/2023
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 May 2,2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Bella
Airbnb
Initial Complaint
Date:04/30/2023
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.
My wife and I booked an Air BnB hosted by "******" in ******, ** from 4/8-4/9 of 2023 for $197.55. My wife and I have been customers of Air BnB for years. I personally have been on for 6. We've never suffered a single complaint. We've had several hosts reach out to remark how good we've been, and have frequently befriended hosts.The location with ****** had numerous broken items inside. My wife and I are not complainers. As ****** had advertised the location as a "spa" retreat my wife remarked on the complete absence of anything that would justify that word, but was otherwise positive. ****** retaliated. She left us a review stating we left dog hair everywhere (we didn't own a dog), and claimed we broke one of her lamps (we did no such thing). ****** demanded $35 for the lamp. After requesting a receipt for the lamp Air BnB commanded us to pay her $24.95 based solely on the fact that ****** had a photograph of the broken item. They reasoned we had no proof she was wrong. How do you provide proof you didn't break an item in a hotel? Are we meant to preemptively complain on everything? I'm a police officer. If I tried to arrest on a vandalism with nothing more than a photo and a claim of damage I'd get laughed out of court. Based on this logic all ****** has to do when she wants new things is break them after guests leave, take photos, and make a claim with Air BnB blaming the guests. Based on this logic my wife and I need to spend the first part of any vacation meticulously documenting, and complaining on any broken item in an Air BnB to avoid being forced to pay for said item if an owner decides to lie. No hotel comes with such baggage. We are in the process of moving all of our future reservations to VRBO and other services/hotels. We HAD planned a huge trip through them this summer. Disgraceful. Do not use this service.
Business Response
Date: 05/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #  20001067
We have reviewed the facts related to the case number 1337001947285 Case: CLSF-01640265 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: 05/12/2023
Hello,

I would like to update complaint #********, and I dont see a way to do so. The company, Air BnB, stated they would reach out to me regarding my complaint after receipt. It has now been approximately 14 days, and they have failed to communicate with me in any way regarding this incident. Thanks

Respectfully,

*******************************
Business Response
Date: 05/12/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #  20001067
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: 05/13/2023

Complaint: 20001067

I have details on the original complaint. HMEMH99EAS is the reservation number in question. The reserving party is ***********************. The days of the reservation were April 8-9 this year. I, *******************************, am an approved contact for **** with your company. The resolution we seek is the return of the money that was unjustifiably taken from ** by you on the behalf of your dishonest owner.

Sincerely,

*******************************
Business Response
Date: 05/15/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #  20001067
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: 05/16/2023

Complaint: 20001067

I am rejecting this response because:
Just gave you the confirmation code. The email address is ****************** The phone number is ************. The name on the account is ***********************. How much other information do you need?

Sincerely,

*******************************
Business Response
Date: 05/18/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20001067

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:

{We appreciate you sharing your perspective, ****.

Rest assured that we are keeping an eye on this Host, and well investigate the situation and if we determine that this Host has violated our policy, we will take action, up to and including suspending the host's account. For privacy reasons, we are unable to share the outcome of our investigations.

If you need help with anything else during a stay, make our comprehensive *********** your first port of call:

airbnb.com/help}

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

Customer Answer
Date: 05/21/2023

Complaint: 20001067

I am rejecting this response because:
There was no substantive response to my complaint. This "response" is open-ended, and doesn't leave them accountable to ** in any way. It does nothing to address the matter that they quite literally forced payment from my wife and I for something we didn't do based on a mere photograph of broken property as evidence of a misdeed. I stand by my original statements if they are unwilling to amend their "response". This company's behavior is inexcusable.
I have since also had conversations with friends of our's who own and operate several Air BnB properties themselves. They informed me they have lost claims they've made with Air BnB regarding property damaged by guests having offered up far more substantial evidence of wrongdoing by the guest than our host did. This was to include but not limited to external property video of misdeeds in progress. Yet all our host needed to exact money from ** was a photo of a damaged item. The "process", if you can call it that, seems quite arbitrary. What does it take to receive support from Air BnB's claims team I wonder? Who do you have to be friends with, or - better yet - how much money do you have to make for them before you've "earned" the privilege?

Sincerely,

*******************************
Initial Complaint
Date:04/30/2023
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.
HMJWZACXTS was not as advertised, was uninhabitable, a misery and health hazard. Contrary to email from host, had air-fresheners, also had recently been sprayed w/ insecticide for a bug infestation premises was obviously experiencing. Staircase was littered w/ dead bugs, live bugs crawling in the hallway and room, insecticide sprayed in the upstairs bathroom so strong I could not use the bathroom nor brush teeth w/out holding my breath (immediately eyes and throat swelled, eyes and nose ran profusely w/ allergic attacks). Brushed my teeth in the room w/ windows open and could not use shower. Room was terrible, as in 1970's ghetto motel (as was the rest of premises). I had to keep windows open entire freezing March night to be able to breath - w/noisy highway and gas station traffic and periodic police and ambulance sirens. Not once did host/Airbnb advertised (or even) remotely indicate premise is Not Owner Occupied but Group Housing. Listing alludes to, has every indication of, and in ALL ASPECTS leads one to believe owner occupied by a couple. Upon entering, I began search for alternative place but no availability in area. Within 45min of arriving found place near next destination (*********) for 2nd night but not able to make for the 1st night being exhausted from a 5hr drive and no ability to drive 3 more to *********. Airbnb mismanaged my complaint. Rep ******* did not have wherewithal to handle, got offended acting as if I was complaining against her. I asked for manager, she stated there isn't one, that she was going to reach out to host, but I was still in beginning of trip and did not want to jeopardize upcoming bookings w/ retaliatory review in response to complaint (risking cancellations, leaving me stranded). Complaint is w/ Airbnb for false ad, jeopardizing my health, forcing a change in itinerary and placing me under undue stress to point I just had to tell the manager who finally emailed I would have to deal with situation when trip ended.
Business Response
Date: 05/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20000759

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 (March 20, 2023). Below was the final decision email sent to the user:

{I appreciate your response, *******. I completely understand that you don't want me to reach out to your Host about this matter. I will honor and respect your decision, however, I just wanted to set a proper expectation that I won't be able to take this against with the Host.

Also, you made mention that you won't be able to address this until you travel ends on March 30. Please note, I can only keep the ticket or case within ***** hours. Otherwise, you can reach ** back over the phone after your travel.

Should you have further questions, feel free to reply to this message. Thank you and stay safe.}

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: 05/03/2023

Complaint: 20000759
I am rejecting this response: That email is not a final resolution, READ THE ***** YOU ARE REFERRING TO! YOU OBVIOUSLY ARE NOT EVEN REVIEWING OR READING THE *****. ******* FAILED TO PROPERLY MANAGE THE COMPLAINT AS HER RESOLUTION WOULD HAVE JEOPARDIZED THE REST OF MY TRIP AS I WAS STILL BACK TO BACK BOOKING WITH AIRBNB!! AND WHERE IS THE ACKNOWLEDGEMENT FOR $102.16 CREDIT?!

Sincerely,

***************************
Business Response
Date: 05/05/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20000759

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 (March 20, 2023). Below was the final decision email sent to the user:

{I appreciate your response, *******. I completely understand that you don't want me to reach out to your Host about this matter. I will honor and respect your decision, however, I just wanted to set a proper expectation that I won't be able to take this against with the Host.

Also, you made mention that you won't be able to address this until you travel ends on March 30. Please note, I can only keep the ticket or case within ***** hours. Otherwise, you can reach ** back over the phone after your travel.

Should you have further questions, feel free to reply to this message. Thank you and stay safe.}

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: 05/08/2023

Complaint: 20000759

I am rejecting this response because: There has been and is still no final resolution to this issue. Where is my $102.16 credit? And what about the other issues I have addressed? I have every reason to believe that complaints to Airbnb and and Airbnb's responses are not even viewed by a human but by a bot. Otherwise Airbnb would see that there has been no resolution to this issue!!! THIS IN IT'S SELF IS A MAJOR CONCERN.

Sincerely,

***************************
Business Response
Date: 05/11/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 20000759

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 (March 20, 2023). Below was the final decision email sent to the user:

{I appreciate your response, *******. I completely understand that you don't want me to reach out to your Host about this matter. I will honor and respect your decision, however, I just wanted to set a proper expectation that I won't be able to take this against with the Host.

Also, you made mention that you won't be able to address this until you travel ends on March 30. Please note, I can only keep the ticket or case within ***** hours. Otherwise, you can reach ** back over the phone after your travel.

Should you have further questions, feel free to reply to this message. Thank you and stay safe.}

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:04/30/2023
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 booked an Airbnb all her rules were reasonable although strict. I dont know this person and they kept calling me dear which makes me quite uncomfortable to be honest, she insisted she didnt even want me in her neighborhood to wait which is a violation of my freedoms as a ************* citizen. If her request was to simply be not hanging around on her property thats one thing but to my knowledge she has no authority of telling me where I can wait so long as Im not breaking state law.I also had a bad day in the city with people pestering me so my mood was already off, if this does not get resolved I will do everything I am absolutely capable of to make this fair and the only fair thing is I get a full refund as I didnt step a foot inside that Airbnb hosts house nor would I want to at this point.The host made an unreasonable demand saying I cant wait but gave absolutely no other option other than to arrive at exactly 11:30 which being on foot at the time I have to wait somewhere and somewhere close so im able to time that.Host name is **** she also goes by the Alias mama ************** dont know her at all nor do I want to.Located in ************* where Airbnb is headquarter I believe. Im already having money problems Airbnb so just give me my refund.
Business Response
Date: 04/30/2023
***** *************** Inc.
*************************************************************************; 94607
Re: Case # 20000615
The complainant is currently working with our specialized customer support teams that handle these types of matters as of May 1,2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Bella
Airbnb
Initial Complaint
Date:04/30/2023
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 booked and paid for an AirBNB 2 months prior to my trip to *******. I messaged the Host 2 days before departing that we needed check-in information. He responded and said we would receive the information 24 hours prior to arrival. We did not. At 11pm the night before we depart, still no information. I called AirBNB support 3 times for assistance. They said they would get the check in information. They did not. Panicking, I was forced to book an alternative and request a full refund for lack of compliance of the Host. I was refunded only a portion despite the Host violating AirBNB's stated policies of providing check-in information 24 hours prior, providing a phone number for me to contact and ignoring our desperate pleas for assistance. I am owed an additional $219.20 by AirBNB.
Business Response
Date: 04/30/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999836
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 30,2023]. 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: 04/30/2023

Complaint: 19999836

I am rejecting this response because I have NOT been contacted by anyone from Airbnb.

Sincerely,

****************
Business Response
Date: 05/01/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999836

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 1, 2023). Below was the final decision email sent to the user:

{Hello *****,

This is ******, your Support Ambassador. I hope this message finds you well and safe. I have reached out to your Host, and he mentioned full refund will be process. I would like to let you know that refund for full amount $834.20
will go back to your Paypal. This refund may take 24 hours.

You may check our helpcenter link when you'll receive your refund:

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

I hope that the inconvenience you encountered will not be a reflection of the service I have provided you.In the event that you have any further questions, comments, or concerns, feel free to contact us at airbnb.com. We're open 24/7, and we will be more than happy to assist you. I will now be closing the ticket.

Thanks for being a part of our community and I wish you a wonderful day!

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
Initial Complaint
Date:04/30/2023
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.
Rented a house form Airbnb and the house is discussing. One of the doors doesn't even lock. I do not feel safe staying in this house. There is p*** on the walls. The vents are disgusting it's hard to even breathe in the house. There is blood on the bed. Air all over the bed sheets. I've spent a whole day on the phone with them and couldn't resolve the issue. I want a refund
Business Response
Date: 04/30/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999811
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:04/29/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I payed to stay in place that stated it had air conditioning in **** ********. In **** ******** it gets hot. In the amenities section it stated that it had air conditioning.When i got there, there wasn't any air conditioning. I spoke to the owner it said there wasn't an air conditioning there so he told me outright. I didn't stay a single night there i had the month booked and Airbnb refused to refund me. I took pictures of the apartment the fan the owner telling me there was no air conditioning. They still told me i can't get a refund.
Business Response
Date: 04/30/2023
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 [April 30,2023]. 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: 04/30/2023

Complaint: 19999323

I am rejecting this response because:

Sincerely,

*******************************
It already got resolved. The business originally said i was not eligible for s refund which is why I made this complaint. I called the us office and got it cleared up and the refund.
Business Response
Date: 05/03/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19999323
Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of May 3,2023. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb

Customer Answer
Date: 05/03/2023
Please disregard my complaint I've received the refund.

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