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:09/08/2022
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.
I booked an Airbnb reservation with reservation code HM5RWB8XAR for travel dates Oct ****, 2022. The amount is two be paid in two installments with first being $495 already paid. The reservation has full refund policy if cancelled by Sep 7. I tried to cancel the reservation on Sep 7 at 2:30pm for which I was getting $0 in refund which should have been $495. Believing it would have been a system issue I reached out to the host who advised me to cancel the reservation as it was still within the full refund window. Having no other option, I raised an exception request to the host to refund through the customer service. The host then declined the request citng the cancellation policy.I reached out to the Airbnb customer service for resolution who sided with the host and refused any resolution. The customer service agent advised that I should have cancelled the reservation at an earlier time when I got an automated reminder for making any adjustments, which I never received until the cancellation window has passed. Instead I was getting $0 when I tried canceling with the automated system.I am raising this request to refund the initial installment amount of $495 which was originally promised by the host to be refunded but later rejected and due to Airbnb customer service only taking the side of the host.
Business Response
Date: 09/09/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********
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 September 09, 2022. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.
Best,
Airbnb

Customer Answer
Date: 09/09/2022

Complaint: 18001663

I am rejecting this response because: No resolution was provided by the business and the case is still open. The host is not responding and it has created an unsafe condition for me and my family to stay at the hosts property.

Sincerely,

***********************
Business Response
Date: 09/11/2022
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 Sep 09 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.
*******,
Airbnb
Initial Complaint
Date:09/08/2022
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 Tepee with camper van for 9/3-9/4 via Airbnb. The tepee host did not respond to my message via Airbnb on the day of checking in. Airbnb contacted the host and was not able to get in touch with them. It was Labor Day weekend, my partner and I was waiting for Airbnb to resolve the issue in the muddy of no where for over one hour not knowing where to stay for the night. Airbnb count find us an accommodation for the night and only offered to pay $100 for the hotel we found after driving 45 minutes. The cost of the hotel us $414 after discount, which is almost double the original cost. Airbnb did not respond to my request to escalate the complaint until 9/7 . They did not consider my request and asked me to click on a link to get the $100 they promised. The link did not work and lead me to an error page. I have the screen shot for all our communication and the error page. Airbnbs customer service is not timely nor satisfactory. They were not proactive and made the complaint process and refund process very difficult and humiliating. I demand Airbnb to refund the difference of our original booking fee which is $228 and the final payment of our hotel , which is $414. I provided the hotel immediately upon Airbnba request but they did not consider that.
Business Response
Date: 09/09/2022
Better Business Bureau Inc.
100 ******** 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 (September 09, 2022).
"Hello **,

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 we are unable to issue any further reimbursement for the Hotel at this time.

We understand that this might not be what youd hoped for, but we came to this outcome because of our Aircover policy.

www.airbnb.com/help/article/2868

We have issued a full refund, penalized your Host and reimbursed you of $100.00 as additional assistance due to the last-minute cancellation caused by your Host.

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,
Celine"

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: 09/09/2022

Complaint: 18001362

I am rejecting this response because:
1. The policy Airbnb refers to was not disclosed during our conversation until this past response. The customer service representative mentions a refund of 30% , unclear it is 30% or the original price I have paid or the newly booked hotel cost when Airbnb could not find me replacement on that day. Then they changed it to $100. I am not clear how they made the decision. Please provide details of this Aircover thing which is new.
2. The purpose of the service fee Airbnb charges the client is unclear. What is it for? If it does not serve as a purpose of insurance for the client when the booking did follow through for whatever reason?
3. How much burden Airbnb as a company will take on when the booking does not go through besides punishing the individual host?

Sincerely,

*******************
Business Response
Date: 09/10/2022
Better Business Bureau Inc.
100 ******** 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 (September 09, 2022).
"Hello **,

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 we are unable to issue any further reimbursement for the Hotel at this time.

We understand that this might not be what youd hoped for, but we came to this outcome because of our Aircover policy.

www.airbnb.com/help/article/2868

We have issued a full refund, penalized your Host and reimbursed you of $100.00 as additional assistance due to the last-minute cancellation caused by your Host.

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,
Celine"

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: 09/14/2022

Complaint: 18001362

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:09/08/2022
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.
We were going to go to ****** from Sept1-4 but my husband ended up going to a hospital on Saturday night. I understand that Airbnb may have certain fees but this is usurious. We paid ****** and were refunded 254.68.Airbnb and the host kept over half $271.10. I would like them to state on their site the cost of 2 day cancellation over half.
Business Response
Date: 09/09/2022
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 (September 06, 2022).
"Hi ********,

Ara here again your support ambassador from Airbnb. I hope this message finds you well. I try to call you at ************ but I rerouted to your voicemail.

To recap you called in about your reservation code HMZZR2EHHN that has been canceled because your husband got hospitalized and after mediation to your Host Loftuim. Since the cancellation reason doesnt fall under our extenuating circumstances. Host uphold the cancellation Policy and I really am sorry that our hands are tied and I am bound by the policies that we have. My sincerest apologies for the inconvenience you have experienced.

Also, I can see on your profile that you have been with Airbnb for a long time now and I would love to make sure you have had all the help you need regarding this matter. If there is anything we can do to make your experience better, let me know by replying to this message otherwise we will proceed closing this thread.

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

Warm 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
Initial Complaint
Date:09/08/2022
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.
I made 2 reservations on Airbnb for *********, the first one for Aug ***** paid $320.10, and the second booking was for ********* Aug ***** paid $231.66. On August 16th 2022, my daughter and I became sick, tested positive for COVID on the 17th. I called Airbnb about my sickness and in ability to travel, airbnb customer service told me first they need to cancel my reservation, and they will email the host. In addition, I emailed both hosts that I won't be able to travel at this time and I would like a refund. Both hosts stated that I need to call Airbnb customer service, I told them I have called them, they said AirBnb will handle it. Later, Airbnb representative wrote me that both host did not respond to their messages. I feel robbed and I want my money back. It is not my fault that I got sick, and told not to travel so I won't infect others.I am seeking for refund for both amounts paid totaling $551.76.
Business Response
Date: 09/09/2022
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 23, 2022).
We regret any inconvenience that this process may have caused. H
"Hi *****,

This is ******* from Airbnb. Thank you so much for your patience.

I already tried reaching out your hosts for the two reservation about the refund request.

For the first reservation HMPSKE8JFJ, with your host Easton, I tried to reach them out however I received no response since last week. In cases like this, we are not allowed to process any refund without your host approval.

For the second reservation HM3NQK3CXC, with your host ****, according to him he is unable to provide any refund since he already paid the reservation from his timeshare company, and he has no way to get the money back.

What I can suggest right here, you can definitely try request refund through ***************** to your hosts by using this link: https://www.airbnb.com/resolutions and your host has 72hours to response to your request.

I will now go ahead and close out this conversation but again, we are happy to have a guest like you in our community.

For your future reference, you may also review this link below.
https://www.airbnb.com/help/article/2823/does-the-extenuating-circumstances-policy-apply-to-my-reservation-during-the-covid19-pandemic

If you have any concerns in the future, please feel free to contact us via our Contact Us section in our *********** or quickly visit this link: www.airbnb.com/help/contact_us.

I wish you and your family the best of health during these trying times. Take care!

Warm regards,
*******"
owever, we have issued our final decision for this case and we will disengage from further discussion on this topic.

Best,
Airbnb

Customer Answer
Date: 09/12/2022

Complaint: 17932922

I am rejecting this response because: I still have not gotten my refund. I have tried your resolution center still nothing was resolved. How could you tell me that the hosts are not responding. If they are not responding why do you still allow them to continue to do business under the banner of Airbnb? I need my refund.

Sincerely,

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

*************************
Business Response
Date: 09/14/2022

Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17932922

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 Aug 25, 2022. 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: 09/14/2022

Complaint: 17932922

I am rejecting this response because: Again this is a lie from Airbnb, this matter was never resolved. I booked my stay with Airbnb, on Airbnb platform, my $571 was paid to Airbnb not to any host name, now you email me that the host did not respond, that has nothing to do with me. Airbnb took my money and they need to refund it.

Sincerely,

*************************
Business Response
Date: 09/15/2022
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 23, 2022).
We regret any inconvenience that this process may have caused. H
"Hi *****,

This is ******* from Airbnb. Thank you so much for your patience.

I already tried reaching out your hosts for the two reservation about the refund request.

For the first reservation HMPSKE8JFJ, with your host Easton, I tried to reach them out however I received no response since last week. In cases like this, we are not allowed to process any refund without your host approval.

For the second reservation HM3NQK3CXC, with your host ****, according to him he is unable to provide any refund since he already paid the reservation from his timeshare company, and he has no way to get the money back.

What I can suggest right here, you can definitely try request refund through ***************** to your hosts by using this link: https://www.airbnb.com/resolutions and your host has 72hours to response to your request.

I will now go ahead and close out this conversation but again, we are happy to have a guest like you in our community.

For your future reference, you may also review this link below.
https://www.airbnb.com/help/article/2823/does-the-extenuating-circumstances-policy-apply-to-my-reservation-during-the-covid19-pandemic

If you have any concerns in the future, please feel free to contact us via our Contact Us section in our *********** or quickly visit this link: www.airbnb.com/help/contact_us.

I wish you and your family the best of health during these trying times. Take care!

Warm regards,
*******"

Airbnb

Customer Answer
Date: 09/17/2022

Complaint: 17932922

I am rejecting this response because:I have requested refund through ***************** with no response from the host or AirBnb. This is a scam, you took my $551.71 even though you were notified of my sickness in good time. I need my refund, I can not afford to loose that money.
Sincerely,

*************************
Initial Complaint
Date:09/08/2022
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 guests damaged my property who caused water flood to landury room, living room and condo's hallway. I was first contacted by condo management on July 7th due to water leaked discovered to hallway and the investigation was resulted misused of the shower stall caused blockage and break of grouts. ***** escaped ******* shower to the above damaged areas.However after 2 months correspondences with Airbnb resolution, they aren't willing to pay for the repair of the shower stall, insufficient funds to repair the hardwoodflooring and repairs to landury room. Also inadequate instructions on how to resolve dispute.Please help asap, 2 months past, I'm stuck
Business Response
Date: 09/09/2022
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 Sep 01, 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: 09/09/2022

Complaint: 17934440

I am rejecting this response because:
I don't think this Airbnb representative has read my complaints. The reason that I reached here for help is because the Resolution team isn't providing any solutions for the dispute nor funding to repair.

i have the floor repairs completed and require Airbnb to compensate however unsuccessful. The Resolution team insisted to have me sign the final release form to hold no responsibility of Airbnb but we cabt agree on the basic amount of the repairs.

Not only Resolution refuse to provide any funds to repair the shower rather claim it was tear abd wear with all the clear evidence that guests allow modules ti build up to damage the grout abd the foundation of the showe floor which caused holes in the showe to allow blockage water escape to the Landury room and living room.

Also the amout they willing provide was less than half of the repair cost.

So how could be Resolution at all???

I'm too frustrated with this person's politic response, it's non senses

Sincerely,

*************
Business Response
Date: 09/13/2022
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 [13-09-2022]. 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: 09/14/2022

Complaint: 17934440

I am rejecting this response because: this 2nd response from Airbnb is the repeat from the previous one.
What a waste of time!
None of the issues that I listed were reslolved. Airbnb's resolution team insisted the offer was final, no room for negotiation. The worst is they set up 24 hr deadline since I filed complaint at Better Business Bureau. Deadline is tomorrow they still refused to pay to repair of the shower, and making ridiculous and unrealistic excuses to not compensate the repair.

So there will never be outcome reached!

Sincerely,

*************
Business Response
Date: 09/16/2022
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 September 15,2022. 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:09/08/2022
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 rented an Airbnb at ************************************************************************. The confirmation code was HMPA4CTAEK. 2 hours after I checked in went to take a shower and there was no hot water in the tiny home. Also the home started with **** moths inside which I killed. Over the next 20 mins more and more moths were in the home. I thought I could make it through and sleep through it. No amount of killing the moths would stop them since they continued to come out of the walls and the home appeared to be infested. This is not up to the standards of Airbnb and specifically should fall under their rebooking and refund policy outlining pests. I booked a new hote and alerted the host and Airbnb. The host has refused multiple refunds since I did not stay at the facility due to the pest issue. I would like a refund of the fees due to pests in the property.
Business Response
Date: 09/09/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

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

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 Sep 09, 2022. Please find the correspondence below sent on Sep 09, 2022:
"Thanks so much for your patience with me while I worked to resolve this together, ***********

I can now confirm that your stay with ***** has been canceled.

Ive issued a refund to your original payment method, which breaks down as:

Full refund to your **** card ending on ****: $555.64

Refunds are sent right away on our side, but your bank or credit card issuer may take up to 15 days to get it to youit all depends on how you paid and where you live. Learn more info on your specific payment method at:

airbnb.com/help/article/1967

I'm really glad I could help, *****. It's been great speaking with youthanks for being a guest in our community!

Please let me know if you need any further assistance."

We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavours.
Best,
****************
Airbnb
Initial Complaint
Date:09/08/2022
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.
Hello I reserved this vacation property and within minutes found that property was going to be undergoing construction during the days we would be there so I immediately asked to cancel and be fully refunded.They agreed but my was has never been credited any of the FULL refund promised. Thank you, ***********************
Business Response
Date: 09/09/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case #********

We have reviewed the facts related to the case number <********> and considered the proposed resolution.
In accordance with our privacy policy, I reached out directly to the complainant today 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.
Sincerely,
Airbnb
Customer Answer
Date: 09/09/2022

Complaint: 17933277

I am rejecting this response because:

Sincerely,

***********************
i have been asked to give it time though my bank to clear.
As if today my bank has not received credit.
Business Response
Date: 09/11/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17933277
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 Sep 09, 2022. Please check our correspondence sent to you:
"Hello ****,

My name is ***** and I work here at Airbnb. I hope you are doing well today.

We have received your complaint that you have not received refund for reservation HM9Y5K82SW. I here by confirm that full refund $1,437.60 has been issued to your MASTERCARD **** on Aug 20, 22, while this refund has been immediate from our end however your bank takes time to process this refund and reflect in your account. They may take ************************************** your bank account.

You may also contact your bank for the status of this payment.

Best"
We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.
*******,
Airbnb
Initial Complaint
Date:09/07/2022
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 have used airbnb for 8 years. Over the last 2 months I spent hours of time planning my vacation and utilizing airbnb to book houses for my family vacation. I had booked 5 airbnbs for over 4000$ and my family was looking forward to our accommodations. Then I wake up to all my airbnbs being canceled and given no explanation other than "criminal records match". No one tried to contact me or notify me what was going on. Canceled everything I planned for months with no justification. I call airbnb and their support says he can't help me that he will reach out to higher powers that can and they will contact me. All my support tickets got closed and all I could do was wait. Meanwhile I am overseas with limited internet access to try and find new accommodations for my vacation. Airbnb has done nothing but bounce me around from one group of support to another. I verified the criminal record match they claimed and the information from their 3rd party is incorrect. They claim I have felony charged on my record witch is false and I have provided proof to them that it is incorrect. All they tell me is that it could take 90 days for the information to get corrected. I dont understand how a business could operate like this and treat a loyal customer so poorly. I want everyone that uses this provider to know just how little they think about them
Business Response
Date: 09/08/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607
Re: Case # 17932676

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 Sep 08 2022.
"Hello Chaz,

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 it wont be possible to reactivate your account at this time.

If you choose to dispute any of the information in the report, you can access your consumer report details and initiate the dispute process on the Inflection ************ API site.

Until an official dispute has been resolved with the consumer reporting agency, we consider our decision final.

We understand that this might not be what youd hoped for, but we came to this outcome because to safeguard our community and community standards.

Our review is complete now, and 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"

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
*******,
Airbnb
Initial Complaint
Date:09/07/2022
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.
I am hired as a property manager and co-host for multiplies listings by multiple home owners. One listing in question was recently suspended due to a party complaint. The owner called in and the issue was resolved - the listing was reactivated as there was no party, but a family of six (a father, mother, and four children under the age of 7, and their pet dog) enjoying the swimming pool and listening to music. Me being tied to this property as a co-host has caused all of the other properties I manage to be suspended. The original listing in question was reactived the same day, within a few hours. It is nearing 48 hours since my other listings have been suspended. I have called in over 8 times, with each time someone telling me I will receive a call or email within 1-3 hours. The agent who is responsible for my case has been unresponsive. Multiple tickets were created and marked as "urgent". The Airbnb backend is severely flawed. This "specialist team" the agents are referring to are unresponsive and irresponsible. This is my business and livelihood and due to this team's lack of urgency, I am now losing my job.
Business Response
Date: 09/08/2022
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 Sep 08 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.
*******,
Airbnb
Initial Complaint
Date:09/07/2022
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 has extended my stay one day too far and made me pay for it by slipping a charge through without my permission. I had been talking with the woman almost daily for a week beforehand and she just did it anyway. Now the room is double booked and double paid. I can't get anyone else to talk to me as once you make contact you always get the same person. The gal I have gotten is rude and inefficient. I cannot get her to understand what I'm telling you. The room is booked by me and error on bnbs fault. It is also booked by the new guy for the 17th and we both have paid. I would like the $60 that they took out of my bank account last night to be returned to my bank account. I am not going to be there on the 17th another guy is. That seems pretty simple to me. The Airbnb is at *****************************************************************************************. My last night is the 16th I do not want to pay for the 17th. I should not have to pay for the 17th. Someone else already has. And now I have too. The company won't let anyone handle this problem except the lady that's creating it. I don't know where else to turn.
Business Response
Date: 09/08/2022
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 [Sep 08, 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

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