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

7,447 total complaints in the last 3 years.
2,375 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im a long-time Airbnb host. A problem guest trashed my property and abruptly cancelled his long-term stay on August 30. Airbnb refused to pay damages, or the required 30-day cancellation fee. I submitted ample documentation in the day this happened. My calls and texts go overseas, are endlessly forwarded, and no one is helping. They have AirCover, which they tout as protection for their host community, but wont apply it in my case. So the coverage is there. Its an endless cycle. Im hoping someone at HQ in ************* will see this and DO SOMETHING.
Business Response
Date: 10/23/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [October 21,2022]. 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:10/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a place for a work trip for 2 weeks. I received a notification my reservation was pending and my payment method wouldnt be charged until the host approved. Waited for the host to approve. I got a message from the host saying plumbing in the master is having issues and wont be fixed for 72 hours. Fine. I attempt to book another place only to find out Airbnb took $2,345.98 from my business account. I transfer some funds to attempt to book a different place just to have somewhere to rest for the night only to now be told I cant because of a payment risk BULL! Now Im sleeping in the car with 3 kids and all Airbnb can say is wait some time. The first rep told me the refund would be immediate. Then 24 hours. Then 7 days. Then 15 days. Meanwhile I cant book another place and have nowhere to go in a city I dont live in with young children and a job to get to.
Business Response
Date: 10/23/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [October,22 2022]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 10/23/2022

Complaint: 18298239

I am rejecting this response because there has been no attempt at a true resolution. This company was advised to send authorization to my bank to release the funds and the company ignored it. In addition the company locked my account as retaliation for complaining. VRBO has been much better to work with thankfully.

Sincerely,

Isla ********
Business Response
Date: 10/29/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607

Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 29, 2022. 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:10/21/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a place in ***** through Air bnb for Oct *****th. I arrived @8pm to drop off my luggage, I didnt return again til after 1am. Upon returning there was a lizard crawling through the unit. After getting the lizard out, I took a shower, only to walk out to a beetle on the wall between the door. Then @6:30am I woke up to see a HUGE ***** crawl under the fridge. I was technically at the air bnb less than 11 hrs and have found 3 different creatures. At that point I called Air bnb to cancel my reservation and request a refund. I spoke to *******************, she proceeded a partial refund for the unused days of a total of $489.41 and another partial refund of $19. Total spent $676.27. Theres a remaining balance of $167.78 not returned. A manager was supposed to call me regarding the remaining amount, and no one has called. *** called 2 more times to follow up and no response from a manager. Lastly, the second air bnb I booked as a replacement had an even BIGGER ***** and a leaking ceiling when it rained. Ive had an awful experience with airbnb and I want all my money returned.
Business Response
Date: 10/23/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [October 13,2022]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 10/25/2022

Complaint: 18298026

I am rejecting this response because: its been a week and a half since I initially reached out to air bnb and there is still no resolution, no manger response, and no refund!

Sincerely,

*************************
Business Response
Date: 10/26/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [October 13,2022]. 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:10/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We put a deposit on a rental for an AirBnb in ************* in location we thought was close to where our daughter wedding located. Upon realizing it was too far we contacted the owner and told them we need to cancel. This was in about 16 hours of booking. The owner acknowledged our cancelation. My wife failed to hit the cancel button on the site. When we realized they didn't return our deposit we contacted the owner. He said only the site could cancel so it didn't affect his super host status. I contacted Airbnb and the rep said only the owner could agree to refund the deposit and they would contact them. Keep in mind the owner knew we needed to cancel and was notified within the 48 hours and may no attempt to contact us about the cancellation not showing up on the site. The site contacted the owner and he refused our refund because he said we didn't cancel in time. The site is saying they can't do anything. We contacted the owner within the 48 hours, he acknowledged the cancellation, he sat back knowing we hadn't hit the cancellation button on the site. He had our number which he contacted several times already. I believe this is fraudulent; the policy says notification in 48 hours and we did that. This owner took advantage of the situation. The right thing to do would have been to contact us to tell us we didn't cancel on the site. The site is saying they can't do anything because of the owners cancellation policy. We did contact the owner, he knew, not hitting the cancellation button was an oversight.
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 over call on this matter. Please refer to our direct correspondence on (September 17, 2022). Below was the final message email sent to the user:

{The strength of our platform is thanks to the valuable insight and feedback we receive from community members like you.

Were always looking for suggestions that could make the platform better for Hosts and guests alike, so once youre logged into your account, let us know your thoughts at:

airbnb.com/help/feedback

Thanks in advance for sharing!

I just want to reassure you that we are here for you when you need us, and we really appreciate you not only being a part of our community but a part of our family. If you have any further questions, please do not hesitate to reach out back to us.

For future reference you can use this helpful link :

airbnb.com/help/article/3122

If you are all set I 'll close out this issue for the time being.

Thank you for reaching out to Airbnb Community Support Team, we are here for you whenever you need us at: www.airbnb.com/help

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
Customer Answer
Date: 10/22/2022

Complaint: 18294007

I am rejecting this response because: The owner was aware that we canceled the reservation. The owner never reached out to us knowing we canceled to remind us to hit the cancelation button. AirBNB backed the owner instead of doing the right thing. This host is listed as a supper host which is not true. Will go to the state attorney general office now.

Sincerely,

*************************
Business Response
Date: 10/25/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 over call on this matter. Please refer to our direct correspondence on (September 17, 2022). Below was the final message email sent to the user:

Were always looking for suggestions that could make the platform better for Hosts and guests alike, so once youre logged into your account, let us know your thoughts at:

airbnb.com/help/feedback

Thanks in advance for sharing!

I just want to reassure you that we are here for you when you need us, and we really appreciate you not only being a part of our community but a part of our family. If you have any further questions, please do not hesitate to reach out back to us.

For future reference you can use this helpful link :

airbnb.com/help/article/3122

If you are all set I 'll close out this issue for the time being.

Thank you for reaching out to Airbnb Community Support Team, we are here for you whenever you need us at: www.airbnb.com/help

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
Customer Answer
Date: 10/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:10/21/2022
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.
Airbnb owes money from customers who violated rules. We requested monies but no resolve
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [22-10-2022]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb
Customer Answer
Date: 10/28/2022

Complaint: 18296092

I am rejecting this response because: My house was robbed and I need immediate attention and refund for this issue

Sincerely,

*********************
Business Response
Date: 10/31/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 25,2022). Below was the final decision email sent to the user:

{Hi Kam,

Thank you again for bringing this matter to our attention. Based on our review we were unable to confirm that our Community Standards or Terms of Service werent followed. However, weve taken the necessary measures to ensure that the user is aware of our Community Standards.

If you have any questions or have additional information which may be relevant, let me know by replying directly to this message. Ill be happy to follow-up with you.}

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

Customer Answer
Date: 10/31/2022

Complaint: 18296092

I am rejecting this response because: your response is unacceptable and you did not resolve my issues. I will pursuer further action if my case is not attended to immediately

Sincerely,

*********************
Business Response
Date: 10/31/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 25,2022). Below was the final decision email sent to the user:

{Hi Kam,

Thank you again for bringing this matter to our attention. Based on our review we were unable to confirm that our Community Standards or Terms of Service werent followed. However, weve taken the necessary measures to ensure that the user is aware of our Community Standards.

If you have any questions or have additional information which may be relevant, let me know by replying directly to this message. Ill be happy to follow-up with you.}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Airbnb
Initial Complaint
Date:10/21/2022
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 Sept 18, 2022, I booked my very first AirBnB reservation code # ********** to ***********************************************. The arrival date was for Sept 26, 2022 for one night. Then on Sept 23, 2022 a state of emergency was declared for ******* and Hurricane warning was in effect. So I reached out the AirBnB host (Roam Rentals) to see if I could change the arrival date to another date due to Hurricane *** (Cat 4) approaching the west coast of *******. The response that I got from the host was that they could not make any changes. Then on Sept 25, 2022 I was able to use the AirBnB website to change my arrival date to Oct 11, 2022 and asked the host to confirm the changes; but then again they declined. I also used the AirBnB customer support team; but they too could not solve anything. I did not go or stay at this location due to dangerous road conditions in effect. Yet I got charged for one night in the amount of $197.03 regardless of my request for a full refund. I have made several attempts to resolve this dispute with both AirBnB and the property host Roam Rentals, but unfortunately they refuse to comply with my request for a full refund.
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 20 and October 21, 2022). Below were the final decision email sent to the user:

{Hi *****,

This is *******, again from Airbnb. Thank you for answering my call.

I'm sorry about the difficult situation, but no worries, I am here to help.

Just to recap on what we have discussed over the phone regard to the refund that you were asking for as you have not completed your reservation last September 26 to 27 due to hurricane. Informed you that as per checking it was not covered under extenuating circumstances and have communicated with your Host to asked for a gesture of good will but your host decline our request as they stand on their cancellation policy and our hands are tied on this.

With this, you are not good on this information that i have discussed to you. I do understand that this is not the resolution that you want to receive.

Informed you to give me time again on what we can do and discuss this issue to my supervisor and get back to you soon as possible and your good to it.

Please let me know if there is anything I can help to further assist.

Kind regards,
Almalyn

Hi *****,

This is Almalyn, again, from Airbnb.

Please be informed that we have already mediated with your Host however the Host would like to further uphold their cancellation policy. I understand that you wanted your reservation fees to be refunded but based on the cancellation policy.

I know this is not the resolution that you expected and I wish I could do more but for future reservations, I would recommend you to contact us first before making any changes on the reservation, so we can provide better options and recommendations about your reservation.

Before the reservation was cancelled we have options such as alteration where we can request for the Host to move the dates further or since reservation dates are not yet covered we could have waited for future updates about the policy before canceling the reservation.

I hope I was able to answer your concerns. Please feel free to reply to this message if you need further assistance or clarification.

Warm Regards,
Almalyn}

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

Customer Answer
Date: 10/22/2022

Complaint: 18295597

I am rejecting this response because: Due to airbnb, Roam Rentals double standard policy practices.
Please see attached documents with details.
Sincerely,

*******************
Business Response
Date: 10/25/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 20 and October 21, 2022). Below were the final decision email sent to the user:

{Hi *****,

This is *******, again from Airbnb. Thank you for answering my call.

I'm sorry about the difficult situation, but no worries, I am here to help.

Just to recap on what we have discussed over the phone regard to the refund that you were asking for as you have not completed your reservation last September 26 to 27 due to hurricane. Informed you that as per checking it was not covered under extenuating circumstances and have communicated with your Host to asked for a gesture of good will but your host decline our request as they stand on their cancellation policy and our hands are tied on this.

With this, you are not good on this information that i have discussed to you. I do understand that this is not the resolution that you want to receive.

Informed you to give me time again on what we can do and discuss this issue to my supervisor and get back to you soon as possible and your good to it.

Please let me know if there is anything I can help to further assist.

Kind regards,
Almalyn

Customer Answer
Date: 10/26/2022

Complaint: 18295597

I am rejecting this response because: The host was not willing to make any changes to my arrival date due to Hurricane *** (C4), yet they were willing to change the arrival date of another one of their guest from September/2022 to September/2022.

Sincerely,

*******************
Business Response
Date: 10/27/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

Re: Case #********

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

{Hi *****,

This is *******, again from Airbnb.

I just wanted to follow up and make sure you received my reply to your inquiry. I hope all is well!

Please allow me to send a full recap of what transpired in this ticket before we close this case to ensure everything is addressed and covered.

This is in regard to your reservation that you have not completed for some reason and requesting for a refund.

With this we have helped you contact your Host to asked for a gesture of good will, unfortunately your Host decline our request. Informed you also, that in this case we are sorry to informed that our hands are tied and respect your Host decision as they stand on their cancellation policy.

I know this is not the resolution that you were expecting and I wish I could do more but for future reservations, I would recommend you to contact us first before making any changes on the reservation, so we can provide better options and recommendations about your reservation.

I hope I was able to answer your concerns. I hope everything has been resolved from this point moving forward.

If you have any other questions or concerns you can always go to: www.airbnb.com/help

For the meantime, I'll go ahead and close out our conversation. If you have any other questions please feel free to reach back.

Kind regards,
Almalyn}

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.
Best,
****************
Airbnb

Customer Answer
Date: 10/28/2022

Complaint: 18295597

I am rejecting this response because: Host cancellation policy is unfair and unsafe to selected quest.

Sincerely,

*******************
Initial Complaint
Date:10/21/2022
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 Friday August 19th I booked 3 nights at "510 ****************, *********************" through AirBnB.I paid $582.03 in full at the time of booking. On September 28th Hurricane *** made landfall pretty much directly on ********************* and destroyed much in its path. I did see that the property at 510 ****** seemed to be standing even though most of the surrounding properties were not. I emailed the property owner to see about canceling and the said to cancel through AirBnB. On AirBnB's website when you start a cancelation you have to choose if you want your refund returned to your bank (15 days or so) or site credit (instant) I chose site credit since this was Obviously not my (or the property owner's) fault and I just wanted to rebook somewhere else. AirBnB then proceeded to refund $321.03. I called them and they said their policy is to only refund 60% which is unacceptable to me. They also will not change and refund that amount to my bank now, I no longer want to deal with this company so a site credit does not work for me. Also $321.03 is 55% of my total not 60%..What I would like is my total amount of $582.03 refunded to my payment account.This property would not be able to provide the things promised in the listing so I would just like my money back so I can go somewhere else.This is a quote from the listing for the property; "There is so much to see near this ************** property! Explore beach shops, local cuisine, and authentic ******* experiences right outside the door."-The beach is destroyed, the shops are gone, the restaurants are gone and the aftermath of a hurricane is not the authentic ******* experience that one looks for on a getaway.
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 21, 2022). Below was the final decision email sent to the user:

{Hi ***,

Hope this email finds you well. I'm Kuldeep from Airbnb.

We are in receipt of the complaint filed by you to the Office of the ******* Attorney General regarding the refund for the reservation HM23YKMZK2 booked with the host "RoomPicks Premier".

We've investigated the same and upon investigation, we found that your reservation isn't eligible for a full refund as it is not covered under Extenuating Circumstances policy. Your host has also declined the refund request and decided to uphold the cancellation policy.

Further, booking credits can not be converted into cash refunds.

Apologies for any inconvenience caused due to the occurrence of this.

Thank you for your understanding and patience.
Take care and stay safe!

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: 10/24/2022

Complaint: 18250494

I am rejecting this response because:
This situation does not fall under the guidelines that they have stated for their reasons for not fully refunding my money. I would CLEARLY not be provided the accommodations promised me at the time of purchase.
I would accept 100% of my purchase price in credit to use for an alternate trip. Since they cannot provide what was promised at the time of purchase I should at least be able to use my full amount for an another location.
They are trying to give me 60% (which it is not even that amount) and they will not even let me have my money to use somewhere else.

Sincerely,

***************
Business Response
Date: 10/25/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 21, 2022). Below was the final decision email sent to the user:

{Hi ***,

Hope this email finds you well. I'm Kuldeep from Airbnb.

We are in receipt of the complaint filed by you to the Office of the ******* Attorney General regarding the refund for the reservation HM23YKMZK2 booked with the host "RoomPicks Premier".

We've investigated the same and upon investigation, we found that your reservation isn't eligible for a full refund as it is not covered under Extenuating Circumstances policy. Your host has also declined the refund request and decided to uphold the cancellation policy.

Further, booking credits can not be converted into cash refunds.

Apologies for any inconvenience caused due to the occurrence of this.

Thank you for your understanding and patience.
Take care and stay safe!

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: 10/26/2022

Complaint: 18250494

I am rejecting this response because:
You keep saying the same thing. I do not accept you reasoning. You are not able to provide the services you promised when I booked. I have attached a picture from the listing
and also of ********************* from last week. You can clearly see that the services promised in the listing cannot be provided. I have offered to book another property through you if
you provide a full refund. If you will not do that than I want a full refund to my purchase account. Failure to do that is theft of my money.

Sincerely,

***************
Business Response
Date: 10/30/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 Oct 21, 2022. Below was the final decision email sent to the user:

"Hi ***,

Hope this email finds you well. I'm Kuldeep from Airbnb.

We are in receipt of the complaint filed by you to the Office of the ******* Attorney General regarding the refund for the reservation HM23YKMZK2 booked with the host "RoomPicks Premier".

We've investigated the same and upon investigation, we found that your reservation isn't eligible for a full refund as it is not covered under Extenuating Circumstances policy. Your host has also declined the refund request and decided to uphold the cancellation policy.

Further, booking credits can not be converted into cash refunds.

Apologies for any inconvenience caused due to the occurrence of this.

Thank you for your understanding and patience.
Take care and stay safe!

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: 11/04/2022
BBB,
Is there anything you can suggest i can do? I am just a an average person who wanted to take my wife away for a weekend for our Anniversary. Now I am fighting two multi-million dollar
corporations (AirBnb & the Property owner "******************************" owner of ***********************). At this point ********************* is not even allowing people to access the beach, Casa Playa
resorts webpage says it is closed. They will not give me my full amount to use for another trip so now I may not be able to do much for our Anniversary. I am sure $582.00 is not much to either of them
but it makes a big difference in my budget and we had been saving for awhile for this trip. Any advice on how to deal with this would be greatly appreciated.
Complaint: 18250494

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:10/21/2022
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.
July 09, 2022 I paid 300 but it was fully refunded The business agreed to provide short term living arrangements with apartment an home owners The business tried to resolve or mitigate the case when i was overseas in ******** but they were missing information that was provided to them but not received and a decision to band me was enacted. Account number is my name ******************************* and my telephone number of ************ Issue- I have been a loyal customer of this business for 8 years straight and when I traveled to Bucaramange ******** I was faced with the worst type of situation with a apartment owner who lied on me saying that I quoted a homophobic word which led to me being banned from ARbnb. The ironic part is I am the victim, and I am the one who called the arbnb customer support safety team. I repeately told them that I did not say any negative or racial or homophobic words but they decided instead to take the defense of the apartment owner whom expressed to me his distrust of black people. It all started with me messaging the host and telling him that the air conditioning system was not working properly and that the wifi was moving a bit slow. This is on my first 10 hours in the apartment and it enraged the owner so much so that he entered and verbally attacked me and threatened violence. I recorded a large portion of the incident on camera and submitted it showing that i was both non confrontational and the owner admitting to be aggressive and him showing his unprofessional attitude on the tape but apparently that was not enough. I am a American citizen and deserve the right to be heard and all evidence presented in regard to my innocence and the unfairness of this decision. If i am not helped with this situation and my account opened back up i will be forced to pursue other legal avenues with proffessional representation. This is a very serious matter and the support team for ARBNB did not link the evidence submitted from my ********* phone number.
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (August 03, 2022). Below was the final decision email sent to the user:

{Hi *******,

Im **** with Airbnb. Were reaching out because we received a report of discrimination based on sexual orientation.

After a full review of the incident, we have decided to remove you from the Airbnb community. This means you can no longer access your account and cannot create a new one.

You were removed because of the language you used, which violated the Airbnb Nondiscrimination Policy. Specifically, "faggot".

The policy can be referenced here:

airbnb.com/help/article/1405

We consider this decision final.

You can read more about removal from the Airbnb community at:

airbnb.com/help/article/432

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
Initial Complaint
Date:10/21/2022
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.
Receipt ID: ********** September 28, 2022 Confirmation code: HM9Q4QQ5P5 Oct 7 to Oct 9, 2022 (2 nights)We booked a house in **********, ** for 2 nights to spent our weekend with friends. The sewerage system didn`t work quite well at the first night since the sewerage water backed up from basement shower drain. The sewerage system totally failed the 2nd night since the sewerage water were all over the place in basement via basement shower drain. The smell was disgusting and we could not use any restrooms or shower. Thus, we had to drove back home at around 7PM on Oct 8, 2022. We are seeking for BBB's help to protect my customer's right against business giant **********************. We are looking for refund for the 100% of 2nd night and 20% for the 1st night, which equivalent to $800x100%+$800x20%=$960. We totally spent $1,600 for two nights and each night is $800.
Business Response
Date: 10/21/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on Oct 16, 2022. Below was the final decision email sent to the user:

{Hi **** ,

This is ****** again. How are you? I'm just following up with our previous message to you just to check-in and see how you're doing. I see you didn't respond to our previous message and I just wanted to make sure everything is well.

As what I've mentioned to you that we can't process any refund with your reservation since your host decline the refund request and we need to follow the procedure and the rules set up by the company.

We hope you understand that our capabilities are limited. We know this isn't something you want to hear and we understand that it might cause some frustration. We sincerely apologize for the inconvenience that this may have caused you.

Once again thank you for coordinating with us about this matter. I'll go ahead and close out this thread. However, If you come across any other questions or concerns, just let us know! Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Warmest Wishes,
****************

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.

Best,
****************
Airbnb

Customer Answer
Date: 10/21/2022

Complaint: 18294241

I am rejecting this response because:the money I am asking for is the money that we paid to Airbnb (cleaning fee, service fee and tax and fees). Those fees and services are not the items that we used in this trip. I even didnt asked for compensation for the horrible experience we got from this trip. I agreed that Airbnb had paid $600 refund. So the difference $360 is what I am asking for. If Airbnb still not willing to issue $360 refund I will look for other legal actions and boycott Airbnb and spread my horrible experiences with text, image and video in all media platforms.

Sincerely,

***************
Business Response
Date: 10/22/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on Oct 16, 2022. Below was the final decision email sent to the user:

{Hi **** ,

This is ****** again. How are you? I'm just following up with our previous message to you just to check-in and see how you're doing. I see you didn't respond to our previous message and I just wanted to make sure everything is well.

As what I've mentioned to you that we can't process any refund with your reservation since your host decline the refund request and we need to follow the procedure and the rules set up by the company.

We hope you understand that our capabilities are limited. We know this isn't something you want to hear and we understand that it might cause some frustration. We sincerely apologize for the inconvenience that this may have caused you.

Once again thank you for coordinating with us about this matter. I'll go ahead and close out this thread. However, If you come across any other questions or concerns, just let us know! Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Warmest Wishes,
****************

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.

Best,
Airbnb
Customer Answer
Date: 10/24/2022

Complaint: 18294241

I am rejecting this response because:I didnt accept the refund of $600. I need $960 refund totally. Those are the money and services that I didnt use for this booking. Please issue $960 refund. Dont play game and dont throw ball between Airbnb and customer. Issue the refund to customer for service that I didnt use!!! This is very straightforward.

Sincerely,

***************
Business Response
Date: 10/25/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

Re: Case #********

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on Oct 16, 2022. Below was the final decision email sent to the user:

{Hi Chao ,

This is ****** again. How are you? I'm just following up with our previous message to you just to check-in and see how you're doing. I see you didn't respond to our previous message and I just wanted to make sure everything is well.

As what I've mentioned to you that we can't process any refund with your reservation since your host decline the refund request and we need to follow the procedure and the rules set up by the company.

We hope you understand that our capabilities are limited. We know this isn't something you want to hear and we understand that it might cause some frustration. We sincerely apologize for the inconvenience that this may have caused you.

Once again thank you for coordinating with us about this matter. I'll go ahead and close out this thread. However, If you come across any other questions or concerns, just let us know! Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help

Warmest Wishes,
****************

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.

Best,
Airbnb
Customer Answer
Date: 10/25/2022

Complaint: 18294241

I am rejecting this response because: I need refund for services that I didnt use. Is that fair to you? Do u look for refund of services that you didnt use? Very simple and straightforward. Dont blame the house owner. The refund should come from Airbnb.

Sincerely,

***************
Initial Complaint
Date:10/21/2022
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 failed to provide accurate listing and I did not get the service described. Furthermore, the host left a retaliatory review on me, and they refused to take actions on it.I used Airbnb to book a place in San **** for 2 weeks from Oct 1 - 15. Listing said it was a private and dedicated place. However, when we came in, the place was actually conjuncted with the host's living part and there was a poorly installed sliding door that served no purpose. During the stay, we could hear the host's noises 24/7 and they walked and talked loud in the premise after midnight, and slammed doors. We communicated the issue with the host and they lied to us saying no one was home, as we could basically saw them behind the door. So they can hear everything that we say in the premise too. No privacy, and no respect for other people's sleeping schedules.After leaving, the host tried to charge us 100 for cleaning, which we already paid in the stay. After being rejected, host left the review to my account that was a harm to my reputation and dignity. Contact Airbnb support for resolving the issue, insisting that they need to do:* a site inspection to the condition of the listing before letting the list up on the platform again and,* remove the comment. They did nothing instead. This is concerning to me, that they do not care about the validity of the listing and allow this kind of concealed and predatory listings to be continuing tricking other potential customers.
Business Response
Date: 10/21/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607

Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 19, 2022. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
****************
Airbnb

Customer Answer
Date: 10/26/2022

Complaint: 18242442

I am rejecting this response because:

I have received no special assistance as they described. It was a lie. No one from speciality support contacted me so far.

Sincerely,

***************
Business Response
Date: 10/27/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 23, 2022). Below was the final decision message sent to the user:

{Hello Kun,

Thanks for taking the time to speak with me today.

This is to put in writing what we talked about on the phone.

We're sorry, but having carefully reviewed the review that your Host wrote, it appears to be in line with our Review Policy. Therefore, we won't be able to remove it.

You can learn more about our Review Policy in our Help Center:

airbnb.com/help/article/2673

We appreciate that this may not be what youd hoped for, but wont be able to offer additional support on this case at this time.

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: 10/28/2022

Complaint: 18242442

I am rejecting this response because:

I request a specialty customer service to call me back. And now Im requesting a full refund.

Sincerely,

***************
Business Response
Date: 10/30/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 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 (October 23, 2022). Below was the final decision message sent to the user:

{Hello Kun,

Thanks for taking the time to speak with me today.

This is to put in writing what we talked about on the phone.

We're sorry, but having carefully reviewed the review that your Host wrote, it appears to be in line with our Review Policy. Therefore, we won't be able to remove it.

You can learn more about our Review Policy in our Help Center:

airbnb.com/help/article/2673

We appreciate that this may not be what youd hoped for, but wont be able to offer additional support on this case at this time.

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: 10/31/2022

Complaint: 18242442

I am rejecting this response because:

Sincerely,

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

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