Complaints

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

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  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  Airbnb, Inc.

  2851 66th Way N Saint Petersburg, FL 33710-3144

• 

  Airbnb, Inc.

  1837 Nice Court Kissimmee, FL 34747

• 

  Airbnb, Inc.

  364 Betsy Ave SW Atlanta, GA 30310

• 

  Airbnb, Inc.

  1219 Dugdale St Chattanooga, TN 37405-3619

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:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not received a refund yet on a trip I canceled right away when I realized the house was around the corner from my house. I was on airbnb's website finding a vacation place for the week after Christmas. I wanted a house on a lake with docks so we could fish. I was taking all my kids and my grandkids for christmas. When I booked this place I put in the address on my maps app and realized it was right around the corner from my house. I went to the cancel trip box and clicked on it and it said your trip is cancelled you will receive a refund in 10 days. All this was done within 5 minutes. Since it gave me that message I went ahead and found another house on a lake about 2 hours away. I never recieved emails about checking in or how yo check in that day, so I assumed everything was cancelled. My credit card was charged $3138.90 on 11/20. There is number/letters attached with it. HMYZKB49PN. I also have a insurance fee that I did not accept for $59.00 on 11/21. This is not right, the hosts stole my money, no one stayed there. I have proof that I booked and stayed at another house during this time. All I want is my hard earned money back. Evole and the host knows that no one stayed there. I teach school and it is not fair that they have stolen my money. I dont make alot and I was doing this trip for my family for Christmas. Airbnb and Evolve is ignoring me and I want to *** them for this. ALL I WANT IS A REFUND FOR THIS UNFAIR SITUATION THAT OCCURED WITH SOME KIND OF CLITCH IN THE SYSTEM! I believe that Airbnb deleted my account info on this trip bc I have nothing to refer to about it but my bank account proves otherwise.

  Business Response

  Date: 04/19/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Apr 18 2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  
  Best,
  *******
  Airbnb
  
  

• Initial Complaint

  Date:04/18/2023

  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 am submitting a complaint against Ca' ******** Airbnb, ****** (April *****). The stay was marred by an unbearable smell and the host's unprofessional behavior. Despite informing Airbnb customer service, I received an insufficient partial refund of ***** EUR.The apartment had a strong, offensive odor resembling stale beer, weed, and body odor. The smell worsened due to cleaning chemicals used to cover it, triggering my partner's allergies. The host demanded an nontransparent 43 cash payment for cleaning/tax.No resolution was provided when the issues were reported. The host's actions breached Airbnb's policies, including off-platform communication and soliciting personal information.Though Airbnb offered a coupon code/partial refund, I insist on a full refund per their aircover policy. I request BBB's intervention for a satisfactory resolution and full refund processing. If unresolved, I am prepared to escalate further.

  Business Response

  Date: 04/19/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Apr 18 2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  
  Best,
  *******
  Airbnb
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and her friends booked an Airbnb April ***** in ********* ******* for her bachelorette party. It flooded overnight before they were supposed to leave, and their flights were cancelled. The airport was completely shut down for several hours. The governor issued a state of emergency for the entire county (Broward). The Airbnb host refused a cancellation and the support center would not help them either. There was a state of emergency for the entire county. I had one booked nearby and they refused mine also, but I was relentless and finally received my refund. I am wondering how many others were treated this poorly by this company from circumstances out of their control. The confirmation number for this booking is HMZDQ8XJJ5

  Business Response

  Date: 04/18/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 18, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb

  
  

  Customer Answer

  Date: 04/18/2023

  I submitted a complaint and received a message that you guys were working with the complainant to resolve this issue, but I have not heard from anyone with the BBB or Airbnb.  This is extremely frustrating. 

   

  I submitted a complaint hoping you guys would actually look into it, but instead I was sent 2 different scripted emails and neither addressed the issue.

   

  To say you are working with me to resolve it but not actually communicating with me is dishonest and unethical.  

   

   

  ****** "********" ******

  Business Response

  Date: 04/19/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 18, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,
  *****
  Airbnb

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19948718
  
  I am rejecting this response because:
  

  This has been going on for over a week. We submitted all proof and have been repeatedly lied to and taken advantage of by reps and hosts. A generic email saying they are looking into a problem we made them aware of on April 13 is extremely disrespectful and disappointing. It is not acceptable to treat customers with such blatant disregard.

  
  Sincerely,
  
  **********************************

  Business Response

  Date: 04/20/2023

  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 20,2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  Bella
  Airbnb
  

  
  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19948718
  
  I am rejecting this response because: this is the same exact scripted response as yesterday. This has gone on entirely too long. There is no reason for holding this refund even longer!
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I canceled a reservation and was issued a refund to a debit card that I had with ****************. However, before cancelling I closed all my businesses with ***. I contacted Airbnb but they said that they could not issue the refund to a different form of payment, and that in that case the bank will give me a check, After approaching the bank and providing the tracking number provided by Airbnb, they said that the fund were not with them, because whenever a bank account is closed the bank does not accept the fund. However as you can see in the communication with Airbnb (attached) they say the money is with the bank. Its been a multiple communication with *** and with the bank and nobody finds the funds that were debited from my bank account and I have never received back. The *** branch manager even issued that letter (attached) saying they could not find the fund. I am writing until now, because along all this time Ive been in contact with airbnb and *** with no success. I just seek to get my money back wherever it is.

  Business Response

  Date: 04/18/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 18, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb

  
  

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - Mar 11 thru Mar 17 2023 Air B&B Confirmation Code: HM9HX5PK5H Total Amount Spent: $2,079.65 Booked a stay in ********* ** (************************************) between 3/11/2023 and 3/17/2023. The apartment listing is completely misrepresented. Air B&B lists this apartment as a 2 bedroom. In reality, this is a 1 bedroom apartment with a dining area converted to the 2nd bedroom which does not even have Air Conditioner.In addition, the picture of the apartment on the Air B&B are old. The apartment is worn down with mold in the master bedroom on the ceiling, mold in the bedroom closet, peeling paint in shower, exposed electrical outlets, rocking toilets, loose vanity mirror in the toilet, ***** fridge and wobbly dishwasher.These problems are too much to address while we were vacationing there for 6 days as we had no other place to stay. On the last day of stay, 3/17/2023, I had requested a partial refund from the owner and received no response. I had also received no help from the Air B&B offshore only customer service.I have all the pictures and videos of the evidence.

  Business Response

  Date: 04/18/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19947370
  
  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:
  
  {Hi *****,
  
  I'm Mark * with Airbnb and I help to support our guest communityI hope this message finds you well.
  
  I've reviewed your issue and I understand the situation and you're asking for a refund regarding on this, however when I check the details on your account there is a closed ticket which is related on this case.
  
  Im sorry to hear that your reservation didnt go as expected.
  
  If unexpected things like this happen, Airbnb offers AirCover, which includes protection from Host cancellations, listing inaccuracies, and other issues like trouble checking in.
  
  You can learn more about how AirCover protects your booking in our Help Center:
  
  airbnb.com/help/article/3218
  
  In order to take advantage of AirCover protection, guests should:
  
  - Report any travel issue to their Host, or to us, within 72 hours of discovering it.
  - Share some documentation (photos, videos etc.) of the issue.
  
  Since its been more than 72 hours, we arent able to offer AirCover for this issue, Not to worry though, another option you have available is to open a ***************** request with ****************************
  
  You can learn more about the ***************** in our Help Center:
  
  airbnb.com/help/article/767}
  
  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: 04/18/2023

   
  Complaint: 19947370
  
  I am rejecting this response because:
  Air B&B allows complete misrepresentation by hosts. There are items such as exposed electrical outlets, mold on ceiling and walls, wobbly appliances. 
  I have provided all the photographs as evidence to Air B&B and despite the evidence they still allow these hazardous conditions - the listing continues to be available for booking thru their app/site. This is unacceptable. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/19/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19947370
  
  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:
  
  {Hi *****,
  
  I'm Mark * with Airbnb and I help to support our guest communityI hope this message finds you well.
  
  I've reviewed your issue and I understand the situation and you're asking for a refund regarding on this, however when I check the details on your account there is a closed ticket which is related on this case.
  
  Im sorry to hear that your reservation didnt go as expected.
  
  If unexpected things like this happen, Airbnb offers AirCover, which includes protection from Host cancellations, listing inaccuracies, and other issues like trouble checking in.
  
  You can learn more about how AirCover protects your booking in our Help Center:
  
  airbnb.com/help/article/3218
  
  In order to take advantage of AirCover protection, guests should:
  
  - Report any travel issue to their Host, or to us, within 72 hours of discovering it.
  - Share some documentation (photos, videos etc.) of the issue.
  
  Since its been more than 72 hours, we arent able to offer AirCover for this issue, Not to worry though, another option you have available is to open a ***************** request with ****************************
  
  You can learn more about the ***************** in our Help Center:
  
  airbnb.com/help/article/767}
  
  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: 04/19/2023

   
  Complaint: 19947370

  
  I am rejecting this response because:
  Air B&B allows complete misrepresentation by hosts. There are items such as exposed electrical outlets, mold on ceiling and walls, wobbly appliances. 
  I have provided all the photographs as evidence to Air B&B and despite the evidence they still allow these hazardous conditions - the listing continues to be available for booking thru their app/site. This is unacceptable. 
  
  Sincerely,
  
  *************************

  
  

  Business Response

  Date: 04/20/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19947370
  
  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 March 20,2023. Below was the final decision email sent to the user:
  
  {Hi *****,
  
  I'm Mark * with Airbnb and I help to support our guest communityI hope this message finds you well.
  
  I've reviewed your issue and I understand the situation and you're asking for a refund regarding on this, however when I check the details on your account there is a closed ticket which is related on this case.
  
  Im sorry to hear that your reservation didnt go as expected.
  
  If unexpected things like this happen, Airbnb offers AirCover, which includes protection from Host cancellations, listing inaccuracies, and other issues like trouble checking in.
  
  You can learn more about how AirCover protects your booking in our Help Center:
  
  airbnb.com/help/article/3218
  
  In order to take advantage of AirCover protection, guests should:
  
  - Report any travel issue to their Host, or to us, within 72 hours of discovering it.
  - Share some documentation (photos, videos etc.) of the issue.
  
  Since its been more than 72 hours, we arent able to offer AirCover for this issue, Not to worry though, another option you have available is to open a ***************** request with ****************************
  
  You can learn more about the ***************** in our Help Center:
  
  airbnb.com/help/article/767}
  
  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:04/17/2023

  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.

  Airbnb is marking up the Mono county TOT tax by 1% to make additional profit off the consumer. This is not disclosed to the renter until after the stay is complete. There are major disclosure issues in the pricing where this fee is not presented as up front or all in pricing. Obviously this needs to reviewed for legality. Bad consumer experience with hide the football pricing.

  Business Response

  Date: 04/18/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19947212

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 18, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb
  

  
  

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation Code #HME8Z3BYXQ When originally booking, the Host agreed to accommodate 3 vehicles back on 03.15.22 for travel dates ***** to 07.01.23. On 04.16.23 (67 days out), I was informed they can no longer accommodate 3 vehicles which is a deal breaker. They now refuse to issue a refund as the can no longer accommodate our needs !

  Business Response

  Date: 04/18/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 18, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb
  

  
  

• Initial Complaint

  Date:04/17/2023

  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.

  On Feb 28, 2023 my husband and I booked a room through Airbnb in ************ **. We were woken up our first morning with costruction in the room next to us. We tried to resolve the issue with the hotel (Vacasa) but were not contacted back for over a week. Finally they contacted us and agreed to refund, saying they sent the refund to Airbnb. We contacted Airbnb, explained the situation and after over another week of waiting and mediation, they agreed to refund us. It was stated the refund would be received in a maximum of 15 business days, per their policy. I waited the 15 business days, still no refund. I contacted them and was informed they have some issue and have their engineers working on it. I asked repeatedly for a time frame, and was ignored. I was told many different conflicting things, like the refund was not issued, there is a system error, the refund was issued etc. I asked to have the matter escalated to a manager, who asked if my problem was resolved. I said no, and was basically told it's my fault because I keep opening the ticket so he closed it even though I clearly stated my issue was not in any way shape or form resolved. That was last week. I still have no refund, which according to their policy should have been in my account by the 5th of April, and I feel like I am being blamed for trying to get answers and get this resolved. Now, not only was my relaxing vacation ruined, but I have had to spend over a month still trying to get this taken care of, and getting absolutely no where.

  Business Response

  Date: 04/18/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 
  
  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 (April 14, 2023). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Good day.
  
  This is Even again of Airbnb. I apologize if there is an existing in the back end part of our system. I believe this has been explained so no need for me to explain this again. What i will do is to close this ticket for our back end specialize team to continue fixing problems encountered. If the ticket keeps on getting reopened then the problem will not get fixed.
  
  You will receive notification once the issue is fixed.
  
  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: 04/19/2023

   
  Complaint: 19946584
  
  I am rejecting this response because:

  Your response does not explain the issue.  It does not answer any of my questions.  Am I the only person experiencing this issue? I highly doubt your entire refund system has been down for 2 weeks( plus the original 3 I had to wait), so what is the issue with my refund? I waited the time requested and now I am just getting the run around. You could at least explain the issue and give me a time frame of when you expect it to be resolved. If you are simply now refusing me a refund you can state that as well. 
  
  Sincerely,
  
  Kaleigh Leopard

  Business Response

  Date: 04/20/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19946584
  
  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 (April 14, 2023). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Good day.
  
  This is Even again of Airbnb. I apologize if there is an existing in the back end part of our system. I believe this has been explained so no need for me to explain this again. What i will do is to close this ticket for our back end specialize team to continue fixing problems encountered. If the ticket keeps on getting reopened then the problem will not get fixed.
  
  You will receive notification once the issue is fixed.
  
  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:04/17/2023

  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 was shamed by air bnb and its contractor for being a young black mother with little money and fleeing unsafe conditions in my personal home. The host not only threatened both my life and my child's life with aggressive behavior, including grabbing her stroller, but also threatened to call the police if I didn't leave his home, afterwards shaming me on the platform. He then, with air bnbs agreement and assistance, hounded me for hundreds of dollars for weeks afterward, as payment for my newborn peeing on his bed. All of his behavior was unprovoked by me. My mother is a retired law enforcement authority and I am well experienced in de escalating potentially violent situations, where a person may be on drugs or have an undisclosed mental illness. If you read comments on this host's page, other women have had this experience. This macabre behavior is unbefitting a respectable company and in this day it is shocking that nothing was done. I was in fact vilified and left without a place to stay, fleeing another unsafe condition.

  Business Response

  Date: 04/18/2023

  
  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19945958
  
  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 February 9 2023. Below was the final decision email sent to the user:
  
  {Hello Angel,
  
  Thank you for sharing your thoughts with us.
  
  Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration and we determined that since you have confirmed to us from before, that you have completed your stay. No refunds will be adjusted from the Host.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because the reservation was finished and you were able to complete your stay. We do advice adhering to the Guest Reliability Standards on the correct check out time, to avoid this incident from happening.
  
  ********************************************************
  
  Our review is complete now, and we wont be able to offer additional support on this case at this time.
  
  If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
  airbnb.com/feedback
  
  Best 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.

  Bella
  Airbnb

  
  

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19945958
  
  I am rejecting this response because although it is very succinct, youre refusing to address the complaint. This host was predator like throughout my stay and your company would rather I *** you than to be accountable for your contractors. Remember that the consumer community is an ecosystem. I will never utilize or provide a positive reference for this business.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/19/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 19945958
  
  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 February 9 2023. Below was the final decision email sent to the user:
  
  {Hello Angel,
  
  Thank you for sharing your thoughts with us.
  
  Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration and we determined that since you have confirmed to us from before, that you have completed your stay. No refunds will be adjusted from the Host.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because the reservation was finished and you were able to complete your stay. We do advice adhering to the Guest Reliability Standards on the correct check out time, to avoid this incident from happening.
  
  ********************************************************
  
  Our review is complete now, and we wont be able to offer additional support on this case at this time.
  
  If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
  airbnb.com/feedback
  
  Best 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: 04/19/2023

   
  Complaint: 19945958
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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.

  Airbnb has suspended my account without providing valid reasoning 3 days before my booked and payed for reservation. They are refusing to give me a refund or give me an explanation! Now I am forced to cancel my trip due to their lack of communication and their refusal to refund me for a booking I have not even used!

  Business Response

  Date: 04/18/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of April 18,2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *****
  Airbnb