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

7,305 total complaints in the last 3 years.
2,145 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/07/2025
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.
Transaction The transaction was paid for on November 9, 2024. The AirBnB experience was to be done on February 7. The transaction amount was for $455.88. Business Commitment The business committed to providing my group and I an experience with a host, where the service provided by the host would be accurate to the description they provide. Dispute The dispute is that throughout the whole time through booking, my group and I (total 4 people) expected the experience to be private. Meaning only our group would be with the host. Throughout all of the experience, there was no indication that the experience would be public, at no point during checkout does it say that there would be. There was also no service provided, once we found out that the experience was public, we refused service because it was not what was advertised to us.Failed to resolve AirBnb has been contacted multiple times but they have refused to refund the service. When asking for proof that the listing says it is public, they end up closing the chat and saying that the issue has been decided and that they have an outcome already. This has happened multiple times, and they are refusing to help.
Business Response
Date: 05/07/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23296977
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
Airbnb

Customer Answer
Date: 05/07/2025

Complaint: 23296977

I am rejecting this response because:
All of that information is located in the attachments, including the reciept.
Here is the confirmation code on the attachment: TANT22HM
Sincerely,

******** ******
Business Response
Date: 05/08/2025

Airbnb
Better Business Bureau Inc.
****************************************
****************; 94607
Re: Case # 23296977

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 (Feb 17, 2025). Below was the final decision email sent to the user:

Hello Mahdokht,

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 this is the final decision.

We understand that this might not be what youd hoped for, but we came to this outcome because we are able to confirm that the booking type of your experience is public, with a maximum number of guests are 10 in total.

As much as I'd love to process the refund for you, since the Host has not given me the authorization to process any refund, I won't be able to proceed.

As your Support Ambassador, my goal is to make sure that you get the best experience without compromising the policies we have in place. I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.

To know more about experience details you can visit our help center:
******************************************************

Our decision has been made, after we relentlessly communicate this problem to your Host. I know this is not the resolution you're looking for and we at Airbnb apologize on that behalf. 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:
*************************************************************

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.

Customer Answer
Date: 05/08/2025

Complaint: 23296977

I am rejecting this response because:

I understand that internally within the company there is a distinction that it's a public experience.

During booking there is no indication that the listing is public, and that there can/will be more guests.

Is there any proof that the experience is listed as public? Because in every page during the booking process, there is no indication of this. I have screenshots showing that do not show public anywhere in the listing.

I would like my money back because we were misled during the booking process by there not being anything saying it is a public experience.
Sincerely,

******** ******
Business Response
Date: 05/09/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23296977

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 (Feb 17, 2025). Below was the final decision email sent to the user:

{Hello Mahdokht,

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 this is the final decision.

We understand that this might not be what youd hoped for, but we came to this outcome because we are able to confirm that the booking type of your experience is public, with a maximum number of guests are 10 in total.

As much as I'd love to process the refund for you, since the Host has not given me the authorization to process any refund, I won't be able to proceed.

As your Support Ambassador, my goal is to make sure that you get the best experience without compromising the policies we have in place. I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.

To know more about experience details you can visit our help center:
******************************************************

Our decision has been made, after we relentlessly communicate this problem to your Host. I know this is not the resolution you're looking for and we at Airbnb apologize on that behalf. 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:
*************************************************************}

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: 05/09/2025

Complaint: 23296977

I am rejecting this response because:
I understand that internally within the company there is a distinction that it's a public experience.

During booking there is no indication that the listing is public, and that there can/will be more guests.

Is
there any proof that the experience is listed as public? Because in
every page during the booking process, there is no indication of this. I
have screenshots showing that do not show public anywhere in the
listing.

I would like my money back because we were misled during
the booking process by there not being anything saying it is a public
experience.

Sincerely,

******** ******
Initial Complaint
Date:05/06/2025
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 stay with Airbnb. This was in ******, *************. The power did not work on multiple nights during my. I immediately reached out to Airbnb. Airbnb has not resolved my issue. I am requesting a full refund. This is ridiculous and unfair to expect their customers to sleep without air-conditioning or have access to electricity.
Business Response
Date: 05/07/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23296574
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
Airbnb

Customer Answer
Date: 05/08/2025

Complaint: 23296574

I am rejecting this response because:
My reservation is under the name: ******* *******, email ************************** confirmation code HMN2FRK4JS.
also, one of your supervisors, ****** called me tonight. I requested to speak with a USA supervisor and she refused. She refused to allow me to keep my case open. She refused to allow me to speak with her supervisor. She was regrettably a terrible customer service associate.
please look up my reservation and proceed with a refund.

Sincerely,

******* *******
Business Response
Date: 05/08/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case # 23296574

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 8). Below was the final decision email sent to the user:

Hello *******,

Thank you for sharing your thoughts with us. I am really
sorry addressing you as *****.

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
cannot transfer the case to another supervisor because you
have reached out to the highest point of escalation that is
trained with the process.

We understand that this might not be what youd hoped for,
but we came to this outcome because it is inline with our
Aircover policy for guest.

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:
*************************************************************

Best regards,

AIRBNB SUPPORT
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.
Customer Answer
Date: 05/08/2025

Complaint: 23296574

I am rejecting this response because:
this does not make any logical sense. Your Refused to allow me to speak to anybody else or to escalate this any further. She also blatantly copy and pasted their response to a different person and called me Zayne, As you have also just blatantly copy and pasted it without reading it. This is embarrassing customer service. As I explained to your representative, I cannot magically get up and leave my Airbnb at midnight when the power goes out to find a new place to stay in a foreign city that I do not know anything about with phones that are unable to be charged.

Sincerely,

******* *******
Business Response
Date: 05/09/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23296574

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (May 8). Below was the final decision email sent to the user:

"Hello *******,

Thank you for sharing your thoughts with us. I am really
sorry addressing you as *****.

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
cannot transfer the case to another supervisor because you
have reached out to the highest point of escalation that is
trained with the process.
We understand that this might not be what youd hoped for,
but we came to this outcome because it is inline with our
Aircover policy for guest.

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:
*************************************************************

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.

Customer Answer
Date: 05/09/2025

Complaint: 23296574

I am rejecting this response because:
they did not even put a new response. They just put the same old response that I already responded to.

Sincerely,

******* *******
Initial Complaint
Date:05/04/2025
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 either connected or combined two different accounts. They have given myself and another person access to the account using my phone number but the other persons email and name. Now we can both see each others personal data including my checking account information and her credit card information. The other person saw a trip I booked 10 months ago on my own account suddenly showing on her account and asked for it to be canceled because she thought it was fraud. When we figured out what happened, I was out a place to stay for my sons graduation and $1500. Airbnb promised a full refund as did the host but then decided that I didnt qualify for a refund even though they understood that I didnt not cancel the trip. I am now disputing the charge on my credit card with the proof of the promise of a full refund. My biggest issue at this point is that Airbnb knows that this account is compromised and refused to delete my checking account information from the account. Both myself and the person whose name shows on the account have made this request numerous times and they will not delete the information or give us the ability to delete it unless we add another account. As you can imagine, this is not acceptable to either of us. They clearly do not keep personal data private and we do not want to give them more information. We want my account information deleted so that we can then delete the compromised account but not until we know that my data is safe.
Business Response
Date: 05/05/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #  23284519

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
Airbnb

Customer Answer
Date: 05/05/2025

Complaint: 23284519

I am rejecting this response because: they need to remove my data from the account that is registered to ****** ****** but attached to my phone number ************. They have combined our accounts and they are very aware of the situation. I have escalated it numerous times as has ****** ******. Both of our data is being compromised.

Sincerely,

******* *******
Business Response
Date: 05/06/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #  23284519

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.

Sincerely,
Airbnb

Customer Answer
Date: 05/06/2025

Complaint: 23284519

I am rejecting this response because:
They have still done nothing to protect my data or the account holders data. They have the account under ****** ******. The email on the account is ********************** The phone number on the account is my phone number ************. They are showing my payout information (checking account) on ******* account and have given us both assess to one account by some how connecting or combing our accounts without our permission. I want my account information deleted from ******* account. I have called many times, as has ****** and they will not do anything to protect our data. They have known for over a month that the account was compromised and it caused me to lose a trip that I had scheduled 10 months in advance to ensure my family had a place to stay for my sons graduation. The trip was HMDA35YPAM. They promised me a full refund but have not followed through with the refund or multiple requests to protect my data. They close conversations or do not respond. The customer service has been horrendous.

Sincerely,

******* *******
Business Response
Date: 05/07/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #  23284519

Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of May 06, 2025. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb

Customer Answer
Date: 05/07/2025

Complaint: 23284519

I am rejecting this response because:

They have responded to my email after weeks, just to start asking questions but have done nothing to fix my concerns or protect my data. Im not sure how they consider the matter closed when my account data is still showing on someone else account. This matter is no where close to closed. They continue to push my concerns to the side and close matters with no resolution or concern for the breach in my personal data.

Sincerely,

******* *******
Initial Complaint
Date:05/04/2025
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.
Between January 3 and April 16, 2024, I paid Airbnb a total of $11,917.12 for a long-term stay in ****************. Upon arrival, the unit was not clean or safe. There were undisclosed house rules, suspicious ceiling-mounted devices, and a Ring antenna plugged into a private outlet. After I reported these concerns and left the unit, the host filed a false damage claim for a minor couch scratch that occurred during my stay and was acknowledged weeks earlier, yet was used against me after my departure.I provided evidence to Airbnb of proactive attempts to repair the scratch (ordered a patch kit on March 23, 2024) and documented the concerning environment. Despite this, Airbnb closed my case without a refund and allowed the hosts retaliation to stand.Airbnbs communication was inconsistent, and they prematurely closed the support ticket, violating their own dispute resolution process. This situation caused emotional distress and financial loss during a medical *********** seeking accountability for the hosts deceptive practices, Airbnbs failure to protect guests, and the refund I am rightfully owed.
Business Response
Date: 05/04/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case #  23284233
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the reservation code associated with this issue.
Sincerely,
Airbnb
Customer Answer
Date: 05/04/2025

Complaint: 23284233

I am rejecting this response because:
I do not accept the response provided. Airbnb already has access to this reservation and host information internally, but to avoid further delays, Im supplying the requested details again:
Reservation Code 1: HMK4SC84PA
Reservation Code 2: HMCRSYHRYP
Name on Airbnb Account: [Insert your name or initials]
Dates of Stay: January 3 April 16, 2024
Host Name: **** Rising
Property Management Company: Hoste (acting as co-manager or intermediary for the host)

This complaint involves serious unresolved concerns including privacy violations (suspected surveillance devices), undisclosed house rules, and a retaliatory false damage claim after $11,917.12 in payments. **** Rising explicitly directed us to contact him for issues, but Airbnbs records will show Hoste was involved in communications, check-in/out coordination, and post-stay follow-up.

Airbnbs claim that they cannot locate this case is inconsistent with the evidence already submitted internally. Please confirm receipt of this information and proceed with a full and transparent review.

Sincerely,
A Concerned Guest

Business Response
Date: 05/06/2025
Better Business Bureau Inc.
**********************
*******, CA 94607
Re: Case #  23284233
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the reservation code associated with this issue.
Sincerely,
Airbnb
Customer Answer
Date: 05/06/2025

Complaint: ********

I am rejecting this response because:
Re: Case #******** Reservation Codes & Host Information

Dear BBB and Airbnb,

Following up on Airbnbs request, here are the reservation details associated with my complaint:

Reservation 1:

Confirmation Code: HMK4SC84PA
Dates: January 3 March 1, 2025
Property: Fox Run, Lux Private Suite, **********************************************
Hosted by: ***************** group)

Reservation 2:

Confirmation Code: HMCRSYHRYP
Dates: March 1 April 16, 2025
Same property and host, no checkout between stays

Total payment for the combined bookings was $11,917.12, with extensive documentation previously provided, including screenshots and correspondence. Please confirm receipt so this case can move forward.

Ive also included video evidence hosted on ****** Drive, including a flashing red device discovered in the bathroom during our stay. These visual records, along with screenshots previously submitted, support my concern about undisclosed surveillance and safety.

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

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

Sincerely,
***** *******
Business Response
Date: 05/07/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case #  23284233

We have reviewed the facts related to the case number <A47472191> and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

Airbnb

Customer Answer
Date: 05/07/2025
Please see the attached
I am following up on my complaint regarding Airbnb **** and would like to ensure my final statement is included in the record.
Please find the attached PDF titled Final Closure Statement. This will serve as my closing word on the matter.
Thank you for your time and for offering a place for consumers to speak up.

Sincerely,
***** Danielle ***********
Customer Answer
Date: 05/07/2025
This will be my final word on this matter.

All documentation and correspondence were submitted in good faith. I remained cooperative and thorough throughout, despite receiving vague responses and no written resolution from Airbnb. Their failure to meaningfully engage only confirmed the concerns I raised.

So Ill end with this:

In the end, doing whats right is easier than defending whats wrong.

I understand this may be edited to fit BBB policy, but I ask that the tone and quote remain intact if possible.

I will not be responding further.
Initial Complaint
Date:05/03/2025
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.
Im filing a complaint due to a false review left by a host on Airbnb that includes objectively untrue claims about how I left the apartment. I submitted clear video evidence proving the apartment was clean and undamaged upon departure. However, Airbnb still allowed the false review to remain on my profile.Worse, during my first dispute attempt, the Airbnb system did not allow me to upload the video. I was instructed to submit the video separately, which counted as a second dispute attempt. By the time I followed all instructions, Airbnb closed my case, stating I had exceeded the dispute limit even though my second attempt was due to a technical issue on their platform.This review is now harming my ability to book future stays, as other hosts see it and assume Im a bad guest. Ive repeatedly asked Airbnb to confirm whether anyone has reviewed the video evidence in full, but they have yet to confirm this.I believe this is unfair treatment, and Im seeking a full review of the video evidence and removal of the review if its proven false.
Business Response
Date: 05/04/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of May 5. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 05/04/2025

Complaint: 23283640

I am rejecting this response because:
No meaningful action has been taken. The false and misleading review remains up despite clear evidence that disproves the hosts claims. Until Airbnb fully reviews my submitted video evidence and removes the review in accordance with their own policies, I will continue to pursue this.
Sincerely,

****** ********
Business Response
Date: 05/06/2025
Airbnb
Better Business Bureau Inc.
**********************
****************; 94607
Re: Case # 23283640

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 (6th MAy,2025 ). Below was the final decision email sent to the user:

I truly understand that you are not happy with the decision
has been made for which you have submitted documents, I
would like to inform you that our dedicated team who work on
review removal request they surely evaluate the
circumstances investigate before making any decision and
here I would like to inform you that our team have
acknowledged the information which you've provided and taken
a decision under Airbnb review guidelines,

As the decision has been made by our team already and your
appeal has been denied twice due to which you are unable to
appeal for the third time, I understand that you are not
happy with this outcome but as being a senior case manager
we are unable to overturn this decision which has been set,

I will make a note on the system ensuring that your request
detail are recorded on Airbnb platform.

Being a Senior Case manager this is best we can do, Sorry to
say, but I won't be able to help your further much on this,

For now, I will be closing this message thread, but please
know that we are here with you, all throughout your Airbnb
journey. So if ever you need assistance or have any
questions, please don't hesitate to reach out to us. We will
be happy to help you.

But do not ever hesitate to reach us out whenever the need
be. We are working round the clock to make your experience
with us not better but only the best.

You are most welcome to contact us at ***************

Best Regards,
Senior Case Manager

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.

Customer Answer
Date: 05/07/2025

Complaint: 23283640

I am rejecting this response because:
Thank you for your response, but it does not address the core concern I raised in my original complaint.
This is not simply about a denied appeal it is about a host submitting a false and retaliatory review, and Airbnb failing to properly evaluate the clear evidence I provided to dispute it.
The host claimed I left stains on the TV cabinet and used five towels both of which are objectively false. The time-stamped video I submitted clearly shows the TV cabinet was spotless, and the apartment only had two towels, not five. These are not opinions they are verifiable facts that directly contradict what was written.
The host also seemed upset about my delayed arrival, which was due to circumstances outside my control. I was solo traveling from ***** while extremely sick. I communicated my delay to the host as soon as I could, but despite that, the review reads as emotional and retaliatory rather than factual or fair.
More importantly, no one at Airbnb has confirmed that my video evidence was ever thoroughly reviewed. Ive repeatedly asked for someone to describe what they saw in the footage and how it aligns with the hosts claims. Instead, Ive received only vague statements that the evidence was "acknowledged" which is not the same as actually reviewing it in detail.
Ive seen the response I received within Airbnbs platform and the reason Im filing this complaint with the Better Business Bureau is because I feel the responses Im getting are scripted, impersonal, and coming from outsourced customer service agents who likely have no authority to act on this situation. This has led to a frustrating loop of template replies, with no one truly reviewing the evidence or addressing the facts.
To make matters worse, my first dispute attempt didnt allow for video upload due to a system limitation. When I submitted the video separately, I was told that counted as my second and final dispute attempt essentially punishing me for a technical barrier on Airbnbs side.
I am now requesting the following:
That a qualified team member thoroughly reviews the video evidence I submitted.
That I receive written confirmation that the footage was reviewed.
That Airbnb reassesses whether the hosts claims are consistent with what is actually shown in the video.
Airbnbs Review Policy states that reviews must be truthful, unbiased, and based on actual experiences. This review fails to meet those standards. Allowing it to remain, without verifying the evidence submitted in good faith, undermines the trust that guests place in Airbnbs platform.
I am not asking for special treatment only for a fair and transparent review process, and for Airbnb to uphold the integrity of its own policies.
Thank you for your time and attention to this matter.

Business Response
Date: 05/08/2025
Airbnb
Better Business Bureau Inc.
**********************
*******, CA 94607
Re: Case # 23283640

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 (6th MAy,2025 ). Below was the final decision email sent to the user:

I truly understand that you are not happy with the decision
has been made for which you have submitted documents, I
would like to inform you that our dedicated team who work on
review removal request they surely evaluate the
circumstances investigate before making any decision and
here I would like to inform you that our team have
acknowledged the information which you've provided and taken
a decision under Airbnb review guidelines,

As the decision has been made by our team already and your
appeal has been denied twice due to which you are unable to
appeal for the third time, I understand that you are not
happy with this outcome but as being a senior case manager
we are unable to overturn this decision which has been set,

I will make a note on the system ensuring that your request
detail are recorded on Airbnb platform.

Being a Senior Case manager this is best we can do, Sorry to
say, but I won't be able to help your further much on this,

For now, I will be closing this message thread, but please
know that we are here with you, all throughout your Airbnb
journey. So if ever you need assistance or have any
questions, please don't hesitate to reach out to us. We will
be happy to help you.

But do not ever hesitate to reach us out whenever the need
be. We are working round the clock to make your experience
with us not better but only the best.

You are most welcome to contact us at ***************

Best Regards,
Senior Case Manager

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.
Customer Answer
Date: 05/08/2025

Complaint: 23283640

I am rejecting this response because:
Thank you for the update, but this response is unacceptable.

Airbnbs latest reply is a verbatim copy of their previous message and does not acknowledge or address any of the specific points I raised in my detailed follow-up. I provided new information, including factual inaccuracies in the hosts review, time-stamped video evidence that disproves those claims, and concerns about the integrity of Airbnbs review process.

This kind of response only reinforces my concern: that my case has not been handled with care or transparency. I asked for confirmation that my video was thoroughly reviewed, not just acknowledged, and I received no such confirmation. Instead, I was met with another scripted reply from what appears to be an outsourced support agent with no authority to resolve this fairly.

I am again asking that this case be escalated to someone at Airbnb with the authority to review the evidence, provide a specific response to the claims in the video, and assess the hosts review in light of that evidence.

If Airbnb is unwilling to engage in good faith, I will continue to pursue additional legal and consumer advocacy options.
Initial Complaint
Date:05/03/2025
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.
Complaint Against: Airbnb, Inc.Nature of Complaint: Unfair review handling Retaliatory and coercive guest review not removed Dear Better Business Bureau,I am filing a formal complaint against Airbnb regarding their refusal to remove a clearly retaliatory and coercive review left by a guest for my listing. Despite providing evidence that the review violated Airbnbs own Review Policyincluding elements of pressure, coercion, and biasAirbnb declined to take action.Key Details:Reservation Code: HM8HY2B5X2 Guest's Review (Public): "Not at all satisfied. The worst night."Guest's Private Message: It's not good at all. I even want to complain. Is there no refund option?The guest refused every attempt we made to resolve their concern during their stay and only replied after checkout, requesting a refund. They ignored multiple offers of live assistance and later used the review to express dissatisfaction after declining helpwhile also leaving the unit in disarray (alcohol odor, linens and towels thrown on the floor, spilled noodles in the dishwasher).The review appears to have been posted to pressure us for a refund rather than to reflect an honest experience, violating Airbnbs Review Policy, which prohibits coercion and retaliatory content. Despite sharing detailed records (message history, photos, timeline), Airbnb responded by only linking to their policy page without explaining how the review complied with it. They refused to address the substance of our appeal or provide clarification, and closed the case without discussion.Why I'm Reaching Out:Im requesting the BBBs help to encourage Airbnb to reevaluate the case fairly and transparently. As a responsible host with a 4.9+ rating over 135+ stays, this review significantly misrepresents the guests experience and appears motivated by refund pressure rather than honesty. Airbnbs refusal to apply or explain its own rules undermines confidence in the platforms review system and fairness.
Business Response
Date: 05/06/2025
Airbnb
Better Business Bureau Inc.
**********************
****************; 94607
Re: Case # 23281719

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on May 3, 2025. Below was the final decision email sent to the user:

{Hi Jack,

This is your Senior Case Manager from Airbnb team.
Hope this message finds you well. I hope you are safe and
fine.

I sincerely apologize for the inconvenience, however,
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
review has already been shared with the specialized team two
times, and they have given the outcome, and we cannot turn
over that decision hence we are unable to remove that
review.

I hope that you understand that if there was anything that I
could do, I could have done it right away without any
hesitation.

Our review is complete now, and we wont be able to offer
additional support on this case at this time.

Since, there is nothing more that I can do from my end.

I'm going ahead and closing this case.

If you need other assistance, please feel free to call us at
*************** or ***************; we're available 24/7.
Thank you so much for being a valuable part of our Airbnb
Community.

We truly value the insights and feedback from community
members like you, as they strengthen our platform.

We're always eager to hear suggestions for improving the
experience for both Hosts and guests. Once you're logged
into your account, please share your thoughts with us at:

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

Thank you for your input!

Best Regards,
Senior Case Manager}

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.

Customer Answer
Date: 05/06/2025

Complaint: 23281719

I am rejecting this response because:

Dear BBB and Airbnb,
Thank you for the response.
However, I would like to address a factual inaccuracy in Airbnbs reply. The statement that my case has been reviewed twice by the specialized team is incorrectthere has only been one formal review. This misrepresentation is concerning, particularly as it was used to justify closing the case and denying further support.
As long-standing hosts with over 135 reviews and a 4.9-star rating, we are deeply disappointed that Airbnb has chosen to allow a clearly retaliatory and biased review to remaindespite clear indications in the private guest comments that their intent was to pressure us into a refund by threatening our reputation.
We take pride in maintaining a high standard of hospitality. It's frustrating and disheartening to see Airbnbs system dismiss host concerns so easily, especially when such behavior by guests not only violates the spirit of fair reviews but undermines the entire platforms credibility.
We respectfully request that Airbnb conduct a proper, factual review of the case, and reconsider its decision. Hosts like us are essential to Airbnbs success, and our trust in the platform depends on fair and consistent treatment.
Sincerely,v

Sincerely,

**** *****
Business Response
Date: 05/07/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

We are always looking for suggestions to make our platform better for both hosts and guests, and insight from members of our community is immensely valuable to us. To send your suggestion, just go to our feedback form and enter a description of the feature youd like us to create:
**************************************************************************

Best,
Airbnb.

Customer Answer
Date: 05/07/2025

Complaint: 23281719

I am rejecting this response because:

To: Better Business Bureau
Case #: 23281719
Re: Complaint Against Airbnb, Inc.
CC: Airbnb Customer Service

To the **********************,
**********************'s continued refusal to engage with the specific concerns raised in my complaint is deeply frustrating, unprofessional, and dismissive. Rather than addressing the factual errors in their responseparticularly my correction that the case was only reviewed oncethey instead submitted a generic suggestion link as if this were a product idea rather than a formal complaint supported by evidence.
This approach is not only evasive, but it also reflects an arrogant disregard for accountability. My original complaint was clear: I provided direct evidence that a guest review was coercive, retaliatory, and in violation of Airbnbs Review Policy. I did not ask for new featuresI requested a fair review, a policy-based explanation, and transparent reasoning for Airbnbs decision to allow a harmful and dishonest review to remain.
By repeatedly sidestepping the issue and falsely claiming multiple case reviews, Airbnb has demonstrated a complete unwillingness to engage in good faith, leaving hosts like me with no meaningful recourse within their platform.
I respectfully request that the BBB note Airbnbs pattern of non-response and misrepresentation, and that this case be documented as unresolved. Hosts deserve to be treated with fairness and respect, and to have valid concerns taken seriouslynot dismissed through scripted deflection.

Sincerely,

**** *****
Business Response
Date: 05/08/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

We are always looking for suggestions to make our platform better for both hosts and guests, and insight from members of our community is immensely valuable to us. To send your suggestion, just go to our feedback form and enter a description of the feature youd like us to create:
**************************************************************************
Best,
Airbnb

Customer Answer
Date: 05/08/2025

Complaint: ********

I am rejecting this response because:

To the Better Business Bureau,
I am writing again to express my dissatisfaction with Airbnb's response to my complaint (Case #********). Instead of addressing the specific concerns I raisedparticularly the factual errors and the policy violations regarding the guest reviewAirbnb has once again provided a generic and unhelpful response, directing me to their feedback form. This response is dismissive and shows no effort to resolve the matter at hand.
I am not seeking new features or suggestions for improvements; I am requesting a fair review based on Airbnbs policies and a transparent explanation of their decision to allow a harmful review to remain. Airbnbs repeated failure to engage with my concerns undermines trust in their platform and leaves hosts like me with no meaningful recourse.
I respectfully ask that the BBB document Airbnbs continued pattern of non-response and misrepresentation, and that this case be marked as unresolved.

Sincerely,
**** *****
Initial Complaint
Date:05/02/2025
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 name is **** *****. I have been a loyal Airbnb customer for over 10 years. For the past 365 consecutive days, I have been renting a room through Airbnb at ************************************. This has been on a monthly basis, and I have paid approximately $800 per month, totaling nearly $10,000 over the past year.During a recent trip to *********** from April 19 to April 20, 2025, I had a negative experience with one of my Airbnb bookings. I contacted Airbnb Support, and on April 20, 2025, I received a message from an Airbnb Community Support representative named ****, who offered a resolution. That resolution included:A $35 partial refund issued to my ****** account A 50% discount coupon to be used toward a future Airbnb reservation The written message from Airbnb Support specifically stated:On top of your partial Refund, I will provide worth of %50 coupon for you can use for your future reservation.I have saved a screenshot of this message for reference and proof.However, when I attempted to use the coupon, Airbnb later informed me that the discount would not be honored. They claimed it was a mistake, said it only applied to a past reservation, and then closed the case despite the fact that their support team clearly stated it was for a future booking.I find this behavior unethical and misleading. This is not a miscommunication it was a written commitment made by an official Airbnb support representative during a service resolution. Airbnbs refusal to honor that promise shows a lack of accountability and disregard for loyal, long-term customers like **** am seeking that ********************** honor the 50% discount coupon as originally promised in writing. I have spent close to $10,000 on their platform over the past year, and this lack of follow-through is both unprofessional and unacceptable.
Business Response
Date: 05/03/2025
Airbnb
Better Business Bureau Inc.
**********************
****************; 94607
Re: Case # 23279540

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

{
Hello Hedi,

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 as
the promised was made for the reservation HME54KM2EB as a
50% of this reservation which you can use the Coupon for
your future reservations.

We understand that this might not be what youd hoped for,
but we came to this outcome because I have checked and
investigated over the case and I am sorry to informed you
the request of yours cannot be process of 50% of the
reservation that is ongoing we cannot process that as per
the Airbnb policy.

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:
*************************************************************

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.

Customer Answer
Date: 05/04/2025

Complaint: 23279540

I am rejecting this response because:
Thank you for forwarding Airbnbs response. I am not satisfied with the outcome and would like the BBB to keep the case open.
Airbnb is misrepresenting their own written communication. On April 20, 2025, I received a message from Airbnbs support agent clearly stating:
On top of your partial Refund, I will provide worth of %50 coupon for you can use for your future reservation.
That statement explicitly refers to a future reservation, not a discount on reservation HME54KM2EB. I have a screenshot proving this. Airbnb is now altering the context of their promise and refusing to take responsibility for their own agents commitment.
I am a loyal customer who has spent nearly $10,000 over the past year, and I expected better accountability. I am moving forward with additional formal complaints and will consider legal action if this continues to go unresolved.
Please keep this complaint open and on public record. I stand by my position.

Sincerely,

**** *****
Business Response
Date: 05/05/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

We are always looking for suggestions to make our platform better for both hosts and guests, and insight from members of our community is immensely valuable to us. To send your suggestion, just go to our feedback form and enter a description of the feature youd like us to create:
**************************************************************************
Best,
Airbnb

Customer Answer
Date: 05/05/2025

Complaint: 23279540

I am rejecting this response because:
I am again stating that I am not satisfied with Airbnbs response. Their latest message does not address my complaint at all. They are offering a generic feedback link, instead of responding to the issue I raised:
Airbnb made a written promise on April 20, 2025, through their support agent, to issue a 50% discount coupon for a future reservation. I have provided a screenshot of this message. Airbnb later refused to honor this coupon, falsely claiming it was related to a previous reservation. That claim contradicts their own written communication.
This is now the second time they have deflected without directly addressing the broken promise. I believe Airbnb is deliberately trying to avoid accountability, and this behavior should be noted in their BBB public profile.
I request that the BBB keep this case open as unresolved and mark it Business failed to address issue. I will be pursuing this matter through small claims court and additional legal channels if necessary.

Sincerely,

**** *****
Business Response
Date: 05/06/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23279540

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
Airbnb

Customer Answer
Date: 05/06/2025

Complaint: 23279540

I am rejecting this response because:
I am not satisfied with Airbnb's latest response. Their claim that they are unable to locate a profile or reservation is completely false.
Here are the details they already have:

My full name: **** *****
Reservation code: HME54KM2EB
Email address used with Airbnb:******************************
Booking location: ************************************
Cell phone: ************

Support case date: April 20, 2025
On April 20, 2025, Airbnb support agent **** promised in writing a $35 refund (which was processed) and a 50% discount coupon for a future reservation (which was not honored). I have provided a screenshot of this message as evidence.
Airbnb is now deflecting responsibility by pretending they dont have enough information despite already issuing the refund and referencing the reservation in earlier messages.
I ask that this complaint remain open and be marked as Business failed to address issue if Airbnb continues refusing to resolve a clear and documented customer concern. I will be pursuing legal action next.

Sincerely,

**** *****
Initial Complaint
Date:05/01/2025
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 referred my friend *** ***** who used my referral link and successfully published her first listing **************************************************************** for her property located in ******, **. However, I did not see her successfully tracked in my referral history and hence both of us would not receive the referral bonus.
Business Response
Date: 05/02/2025
Better Business Bureau Inc.
*************************************************************************************
Re: Case # 23276393

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on May 02, 2025. Below was the final decision email sent to the user:

{Thank you so much for taking the time to speak with me on
the phone *****. As what was discussed over the phone, the
listing location is not part of the location where the Host
is eligible for the program.

Please know that the level of your dissatisfaction is
completely justified, and acknowledged. Nothing is more
concerning than feeling like you're not being attended
immediately, and heard out when all you want is help. I know
my apology will not get us anywhere since you still have
this issue. I appreciate your effort in reporting this
concern to us, and for your patience while we review your
open case.

We understand that this might not be what youd hoped for,
but we came to this outcome because Upholding the policies
and standards that protect our community is very important
to us.

I know my apology will not get us anywhere. Furthermore, I
really wish I'm able to do more but as of the time being. It
would be a big help for us to improve our product if you
submit your feedback here:

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

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.
Initial Complaint
Date:05/01/2025
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 a reservation through Airbnb at a resort in *********. When we arrived (around 9 PM) with my two young daughters and elderly mother, we were told our room had been flooded and was no longer available. The host did not arrange alternative accommodations. We were left with no place to stay in the middle of the night during a major city event.With no affordable lodging options left, we had to drive four hours back home the same night a situation that was extremely distressing and dangerous, especially with small children. We incurred $280 in gas and food expenses, which I documented and shared with Airbnb support.Airbnb issued a refund and a small coupon, but repeatedly refused to reimburse these additional expenses or escalate my case, despite their failure to provide the service I paid for. I am requesting reimbursement of $280 to cover my direct out-of-pocket losses, which I believe is a fair and reasonable request under the circumstances.
Business Response
Date: 05/02/2025
Airbnb

Better Business Bureau Inc.
**********************
****************; 94607

Re: Case # 23276168

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team had already issued their final decision on this matter. Please refer to our direct correspondence on April 30. Below was the final decision email sent to the user:

"Hello ********,

I hope this message finds you well.

First, I would like to apologize for the issue that you have encountered during the reservation where the Host cancelled the reservation on the day of the reservation.

As previously mentioned on the case, we have exhausted all possible options to provide you the request that you would like to get on this case but we could not be able to grant your request for an additional reimbursement after the reservation was cancelled.

Please know that we strive to provide you satisfaction at best, but still keeping the integrity of our policies. I hope you understand.

We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at: ******************************************************************

For the meantime, I will be closing this case as this particular issue ultimately has this resolution at end. For reference, you may reach us 24/7 at ***************.

Thank 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.
Initial Complaint
Date:05/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked an Airbnb stay from April 611, 2025 (Reservation HM5CBDHQNP) for a family vacation with my husband, toddler, and autistic child. We paid CA$1,748.69 for what was advertised as a private, secure, gated property. It was not.The gate was broken and wide open throughout the stay, with strangers constantly walking the street. There were no blinds on the large windows in the living room, kitchen, and dining area, leaving my family completely exposed. Most disturbing, there were undisclosed cameras pointed directly at the pool and hot tub area, where my toddler was regularly unclothed.The bed collapsed in the middle of the night while we were asleep. My husband had to fix it with tools. The toilet broke while he was using it, causing injury. Electrical issues were ongoing. The home was filthy and unsafe.We experienced a full power outage near the end of the stay, and with no working gate or cellular signal, we were forced to pack and flee the property in the dark. It was terrifying.I reported every issue to Airbnb from the start. I submitted photos, videos, and evidence. Despite that, I was passed between over 10 agents across multiple threads. Cases were closed, reopened, and delayed for weeks. Airbnb made me relive the trauma over and over. Their support process was negligent and dehumanizing.They eventually refunded 50% of the stay and reimbursed a hotel night. That doesnt undo the fact that the listing was misrepresented, unsafe, and Airbnb failed to intervene during the stay all violations of their own Guest Refund and AirCover policies.I am requesting a full refund of CA$1,748.69. Not a token gesture. Not a manipulated calculation. A full refund, as promised under the protections Airbnb advertises and failed to uphold.Supporting documentation available.This experience caused lasting distress to my family. Airbnbs refusal to take accountability made it worse.
Business Response
Date: 05/02/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case # 23275495
Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of May 02, 2025. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb

Customer Answer
Date: 05/02/2025
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,

***** *****

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Airbnb, Inc. is NOT a BBB Accredited Business.