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

7,316 total complaints in the last 3 years.
2,159 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:04/06/2025
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 Details:I booked a long-term Airbnb stay(92 days) based on a listing that clearly advertised Free parking on premises as a key amenity. This is a specific term used by Airbnb to indicate dedicated parking on the hosts property not street parking. After booking, I discovered that no such parking was provided; the host later clarified its only street parking nearby.After bringing this to Airbnbs attention, they pointed to a small line in the listing that states theres no parking on property. Im not sure if this was added after the fact, but either way, it was buried deep in the listing text and directly contradicts the Free parking on premises amenity tag, which is prominently displayed. This is misleading and confusing to guests, and violates Airbnbs own guidelines on amenity accuracy.I provided Airbnb with clear proof, including screenshots, but theyve refused to issue a refund or fairly adjust the reservation. Instead, they sided with the host who is now pressuring me to cancel, which would remove Airbnbs accountability for the false listing.Desired Resolution:Full refund of my reservation or a fair adjustment of 4 extra days to cover the cost due to the misrepresented amenity.
Business Response
Date: 04/06/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case # 23166646
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
Initial Complaint
Date:04/05/2025
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.
On March 19, 2025, my Airbnb reservation was canceled, and I was told a $9000 coupon used for that booking would be refunded to my account. It has now been over 2 weeks, and I still have not received the coupon back.I have contacted Airbnb support multiple times and was assigned a case manager. However, the case manager has not resolved the issue, and every request to escalate or be assigned someone new has been ignored. I was given a temporary $1219 coupon, but that only covered a 5-day stay, and I am left without adequate accommodations.I am being told there is no timeline for resolution, and my messages are going unanswered. This delay is causing significant stress and disruption to my housing situation. I am requesting the full value of the coupon ($9000) to be reinstated or refunded as soon as possible.
Business Response
Date: 04/06/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of 6th April 2025. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb
Initial Complaint
Date:04/05/2025
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.
On April 4, 2025, my partner and I were denied access to a paid Airbnb reservation in *********** due to false check-in instructions and the hosts extended unresponsiveness. We were left stranded for over 3 hours after a 13-hour drive with two cats and all our belongings in a rental car. We had to book emergency accommodations at our own expense. Airbnb has refused to provide appropriate assistance or honor its Rebooking and Refund Policy.We booked a long-term Airbnb reservation from April 1 to May 15, 2025, through Airbnbs platform. Prior to arrival on April 4, the host provided a photo of a lockbox and clear instructions for accessing the unit, giving us confidence we would be able to check in without issue.After completing a two-day relocation drive (Mrida ? ******** ? ***********), we arrived around 5:55 PM and found no lockbox was present, despite what was shown in the hosts photos. We messaged the host immediately and provided photo evidence. The host did not respond until 9:30 PM, leaving us stranded in a vehicle with two pets and all of our belongings for nearly four hours.We had no choice but to book an emergency Airbnb for $437.90 USD, which was the only pet-friendly, secure option available last-minute. Airbnb only offered a partial credit of $228, refusing full reimbursement or rebooking assistance. Their customer support cited internal policies that were never disclosed publicly and directly contradict Airbnbs published Rebooking and Refund Policy, which states:If you experience a Travel Issue and contact us, we will either help you find a similar or better place to stay or offer a refund. If no similar place is available at the original price, we may pay the difference.Airbnb has failed to:Provide services paid for Uphold its own refund and rebooking guarantees Offer fair resolution despite our 9+ and 11+ years as loyal users Address the emotional and financial hardship caused by this incident
Business Response
Date: 04/06/2025
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 Apr 6. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb
Initial Complaint
Date:04/05/2025
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 a property through Airbnb. Upon check-in, I encountered significant problems that made it impossible for me and my family to feel comfortable to continue our stay:1. Strong Smoke Smell: Despite being listed as "smoke-free," had an overwhelming and persistent odor of smoke. This was unpleasant and caused me a severe headache, which persisted throughout our stay.2. ***** Infestation: Upon entry, we found and killed a live ***** and other bugs throughout the stay. This raises serious concerns about cleanliness and sanitation of the unit.3. Unclean Unit: Hair and other debris noted, which wasn't properly cleaned or sanitized before our arrival.Despite immediate communication with the host, their response was inadequate. The host sent air fresheners and Febreze, which did nothing to address the underlying problem of the smoke odor. They sent a cleaner who quickly vacuumed and lightly mopped the space without resolving the other cleanliness issues.We were left feeling uncomfortable and unsafe and, decided we could not remain at the property. We reached out to Airbnb support, but the resolution offered was insufficient. A partial refund of $173.29 was provided, but the total cost of the booking was $414.72. Given the severity of the issues and the lack of resolution, I believe I am entitled to a full refund. Additionally, my family and I were rushed by the host to vacate the property due to a miscommunication by Airbnb regarding the checkout time, which added further stress to the already challenging situation.I have been a loyal customerto Airbnb, annually. This experience has been highly disappointing, and the customer service and support provided did not reflect the level of care and attention I have come to expect from Airbnb.I am requesting a full refund for my stay, including the difference between the partial refund already provided and the total amount paid, as well as compensation for the inconvenience and distress caused by these issues.
Business Response
Date: 04/06/2025
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 [6th April, 2025 ]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb

Customer Answer
Date: 04/06/2025

Complaint: 23165744

I am rejecting this response because:
While I appreciate that a specialized customer support member (******) has reached out, as of today there has been no resolution to my complaint or acknowledgment of the significant issues I experienced with my recent stay. I was only offered a partial refund of $173.29 from a total booking cost of $414.72, despite the unit being uninhabitable due to strong smoke odor (in a smoke-free listing), cleanliness issues, and a live ***** found upon arrival.

The smoke smell triggered a severe headache and lingered even after attempts by the host to mask it with air fresheners. I submitted photo evidence of the hair and debris, as well as a screenshot of a prior guests review mentioning roaches, and also I have another photo of a bug I had to kill in the bedroom after speaking with both host and Airbnb.

Additionally, Airbnb support told me checkout was at 4 p.m., but I received a message from the host around 11a.m. insisting checkout was 10 a.m., which forced my family to abruptly leave and scramble for alternate accommodations. This added stress, extra expenses, and greatly impacted our short stay.

Ive been a loyal Airbnb user for years, using the platform for both spring and summer vacations. I filed this complaint seeking a fair and full refund. If a resolution is not reached, I am requesting that the BBB keep this complaint open and continue assisting in the matter.

Thank you for your time and support.

Sincerely,
******* ******
Business Response
Date: 04/08/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [5 Apr 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb.

Customer Answer
Date: 04/08/2025

Complaint: 23165744

I am rejecting this response because:
Thank you for the update. I have since spoken with ******, a Supervising Case Manager from Airbnb, who has been sincere, empathetic, and willing to listen to my concerns. I believe we are working toward a fair resolution. At this time, I am still waiting to receive written confirmation of the summary we discussed, as well as confirmation of the full refund.

I respectfully request that this case remain open until both the written confirmation and refund are received, to ensure the matter is fully resolved.

Sincerely,
******* ******
Business Response
Date: 04/10/2025
Better Business Bureau Inc.
**********************
*******, CA 94607
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [5 Apr 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb.
Customer Answer
Date: 04/10/2025
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.
Thank you for following up on my complaint.

Ive been in contact with ******, a Supervising Case Manager from Airbnb, and Im happy to report that we were able to reach a fair and satisfactory resolution. ****** was kind, empathetic, and truly listened to my concerns throughout the process. Ive received the full refund we discussed, as well as a follow-up message confirming the resolution.

At this time, I consider the matter resolved and Im satisfied with the outcome. I appreciate the BBB's support and assistance in facilitating this process.

Sincerely,
******* ******
Initial Complaint
Date:04/05/2025
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.
04/03/2025 I planned a trip to *************** and decided to stay in an AirBnb, after extensive searching I settled on the one that was in my price range as well as a cancellation, 2 different dates prior stated a full refund, the 11th and after was a partial, I was ok with that, I specifically booked for this reason. On 04/04/2025 I reached out asking if they allowed late check out, the message was read, I was ignored. 04/05/2025 I then reached out again and again no reply, I then reach out to customer support in which I'm sure they reached out to the host because I got a 2 word reply, Then I noticed the cancellation was no longer available and I was not able to be refunded, so I reached out to support as well as the host and they both lied, this is my families Easter vacation and now I have to sit somewhere I'm now gonna be uncomfortable on Vacation, and nobody will help me.
Business Response
Date: 04/06/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23165624

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: 04/07/2025

Complaint: 23165624

I am rejecting this response because:
Nothing was done!

Sincerely,

***** *****
Business Response
Date: 04/08/2025
Better Business Bureau Inc.
*************************************************************************************
Re: Case # 23165624

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

{I understand that you would like to speak with a different supervisor, and I sincerely apologize for any frustration this situation may have caused you.

Unfortunately, we are unable to transfer this case as it is at the last point of contact. However, I want to assure you that your feedback is important to us, and as you stated you have filled complain we respect your decision since you don't want me to assist you and as you stated you will reach out to us again I will go ahead and close this thread for the time being.

For any further assistance, please feel free to reach out to us on *************** or visit our *********** at anytime. Our team is available 24/7 and is always happy to assist.

Stay safe and take care.

Best Regards,
Senior Case Manager
Airbnb}

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

Best,
***** *.
Airbnb
Initial Complaint
Date:04/05/2025
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.
Hello,Airbnb dispute [CLSF-04197807] [HMCMP3N4RZ].Upon checking out from the apartment, the host accused us of pre-existing crack in the shower and demanded repair money almost $600. I declined the charges and explained that the crack was in the shower when we arrived. The Airbnb decided to rule in host favor based on 'reason to believe'. They requested proof to us, but what proof can we provide? Furthermore, after googling, I explained to them that the simple repair is sufficient and the charges provided are further over inflated. Airbnb further decreased the charges by $100 without any explanation even though I asked and right now upholding their decision on "reason to believe". Requesting BBB help with dropping of fictitious charges by the host or refund / depending when this complaint gets reviewed, as my credit card will be charged in approx. two weeks.
Business Response
Date: 04/05/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23164752
We have reviewed the facts related to the case number <A46048773> 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: 04/05/2025

Complaint: 23164752

I am rejecting this response because: there was no resolution proposed.

Sincerely,

******* *****
Business Response
Date: 04/08/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23164752

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 (6 April 2025). Below was the final decision email sent to the user:

{Hi Nazariy,

Thanks for taking the time to reach out. I'm going to forward your case to a member of our team who's in a better position to resolve this for you. Please note as I forward your case to the team, this thread will close, however the team will contact you by email.

We understand that this may have caused some inconvenience to you Nazariy, so we're grateful for your patience.}

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
******

Customer Answer
Date: 04/10/2025

Complaint: 23164752

I am rejecting this response because:there no resolution provided. Host provided false damage.

Sincerely,

******* *****
Business Response
Date: 04/10/2025
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: 04/10/2025

Complaint: 23164752

I am rejecting this response because: they have yet to make a meaningful statement and just generic replies.

Sincerely,

******* *****
Initial Complaint
Date:04/05/2025
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.
For background, I am disputing a damage charge from an AirBnb stay from March 3-7th. During the stay, after washing our clothes for the first time, the washing machine door did not open due to a broken handle. The host sent an employee to open the door with a special tool which the employee said he uses to open the washer when this happens. After our stay, the host wrote me a great review (March 18th, picture included). However, after I wrote him a 4-star review (March 18th), the host contacted me through the AirBnb app multiple times as he was upset about not receiving 5-stars (March 19th). He blamed me for breaking his washing machine and I felt very uncomfortable with the messages and decided it was best to not engage (picture included). Subsequently, the employee who opened the washer door found me on ******** and contacted me (March 19th, picture included) and I immediately reported this to AirBnB customer support (pictures included). Customer support never contacted me about my complaint. 2 weeks after our stay, on March 21st, the host filed a damage claim stating that I broke his washer door (picture included). I declined the charge and explained my case to both the host and AirBnB (pictures included). AirBnB then determined that I owed $53.98 instead of the original request of $64.66. I appealed this decision (pictures included), and AirBnB upheld their decision 2 hours later. AirBnBs reasoning was unclear as they stated we are bonded with terms and conditions for decisions we have made (picture included). However, their terms and conditions clearly state that damage claims cannot be made by hosts greater than 72 hours after a stay (picture included). Now, AirBnB has closed the appeal process and will be charging my credit card on April 18th. As I have explained here, I believe these charges are retaliatory and against AirBnBs policy. AirBnB is unwilling to provide fair and just mediation, and I would greatly appreciate BBBs assistance in this case.
Business Response
Date: 04/05/2025
Better Business Bureau Inc.
**********************
*******, *******; 94607
Re: Case # 23164470
We have reviewed the facts related to the case number <A46048372> 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: 04/05/2025
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,

******* ****
Initial Complaint
Date:04/05/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a licensed Realtor/property manager and small business owner in ************** who uses Airbnb to host short-term vacation rentals. I recently submitted a request to Airbnb to remove a retaliatory and false review left by a guest (Reservation Code: HMFSEBR5S3). The review clearly violates multiple sections of Airbnbs own published Review Policy and Content Guidelines, including rules against false information, retaliation, and irrelevant or emotionally charged content.Despite providing clear evidence, Airbnb denied my request using their new automated "two-attempt" review system, which does not allow meaningful human review, escalation, or discussion. As a result, my listing's visibility has plummeted, and my business has suffered directly.Airbnb states that hosts will not be penalized for enforcing house rules, but this is not being upheld in practice. I believe Airbnb is operating in bad faith by promoting these policies publicly, while denying hosts any realistic opportunity to enforce or defend them. This review has caused measurable harm to my business, and I am now exploring legal options.
Business Response
Date: 04/05/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23164013

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (April 5, 2025). Below was the final decision email sent to the user:

{Hi DPMgmt,

I apologize for the inconvenience caused, and I assure you
this is not something we want our users to experience.
However, the email address *****************************************************************
is not associated with the Primary Host or Co-Host account
due to which we are unable to take any action from your
other account.

I sincerely apologize for this, DPMgmt. I really wish
there's more that I can do for you in this situation
however, my hands are tied with the current policies in
place, and I hope you will not take this against me.

We apologize that this is not the solution you were hoping
for. I surely appreciate the time you've taken to work with
our team regarding your request. I hope you understand that
we will not be able to take any action about the review.

It really breaks my heart that your request cannot be
granted at this time. I hope that you understand that if
there was anything that I could do, I could have done it
right away without any hesitation.

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.

I request you to please reach out to us from your primary
Hosting account or if the Co-Host has full access please ask
them to contact us.

It was a pleasure speaking with you. I will go ahead and
close this thread for the time being. Please feel free to
reply to this email for confirmation, clarification or other
concerns. If you need any further assistance, please contact
us on ***************, we are available 24/7 and more than
happy to be of assistance.

Thank you for your loyalty and support, we do appreciate
your business with us.

Stay safe and take care.

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.
Airbnb
Customer Answer
Date: 04/05/2025

Complaint: 23164013

I am formally disputing Airbnbs decision to deny removal of a retaliatory and misleading review left by guest ******* ******* (Reservation HMFSEBR5S3). I initially submitted the review for removal on March 29, 2025, unaware that Airbnb now only permits two attempts, both processed via ********** requiring hosts to guess the right rationale and phrasing. My first submission flagged the review as retaliatory, and my second as a violation of Community Standards.

Despite clear evidence of violations across multiple Airbnb policies, both claims were denied within 24 hours with generic, AI-generated responses. Multiple Airbnb representatives (via messaging, phone, ********, and email) have since acknowledged that if a review contains false information, malicious or retaliatory intent, or violates community standards, it qualifies for removal.

This review violates all three.

Violation 1: False or Misleading Information
Policy: Reviews must be truthful, relevant, and accurate (Airbnb Review Policy).

- The review claims I have 40 pet rules. I have six, all clearly stated in the House Rules and Things to Know section.
- The guest claims I called her absurd. I stated her accusation of surveillance was absurd not the guest herself.

These are clear factual inaccuracies.

Violation 2: Retaliatory & Biased Content
Policy: Reviews must be unbiased and based on first-hand experience.

- Guest violated house rules, apologized, left early, requested refund.
- Review was posted only after the refund was denied.

Violation 3: Irrelevant & Mocking Tone
Policy: Reviews must be relevant and help the community make informed booking decisions.

The review opens with: Hey Siri, play: I always feel like somebodys watching meeee
This mocking and sarcastic tone references a false accusation, provides no relevant insight, and violates respectful communication standards.

Airbnbs Own Words:
- If you believe the review violates any specific Airbnb policies such as being false, malicious or retaliatory you may file a formal dispute Airbnb Support, 4/2/25
- Reviews are meant to reflect genuine impressions we remove reviews involving manipulation, inappropriate content, or unrelated to the specific trip. Airbnb Support, 4/4/25
- Airbnb's Review Policy guides Hosts and Guests to write reviews which are relevant and will help our community make informed booking decisions. Airbnb Support Ambassador

Despite these guidelines, every attempt to raise these points has been met with: While the review may not be what you had hoped for, it doesnt seem to violate our guidelines we cannot submit a third removal request for the same review.

Impact on Business & Final Request
- One booking since review posted (at 50% discount)
- 6.1% drop in monthly performance (from 4.95 to 4.85 rating)
- Over 554 total reviews, mostly 5-stars. No 3 or 2 stars. This is the only 1-star review.

This review penalizes me for enforcing house rules and rejecting a refund both of which also Airbnb policy supports.

I respectfully request human review and escalation to Airbnbs Special Review Team. And for someone to explain to me exactly how this review follows their policies.

Attachments: Cover Letter, Lindseys Review, My Response, Original Removal Request (3/29), Airbnbs Denial (3/30) and further explanations.

Sincerely,

*** ******
Business Response
Date: 04/08/2025
Better Business Bureau Inc.
**********************
*******, CA 94607
Re: Case # 23164013

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (April 5, 2025). Below was the final decision email sent to the user:

{Hi DPMgmt,

I apologize for the inconvenience caused, and I assure you
this is not something we want our users to experience.
However, the email address *****************************************************************
is not associated with the Primary Host or Co-Host account
due to which we are unable to take any action from your
other account.

I sincerely apologize for this, DPMgmt. I really wish
there's more that I can do for you in this situation
however, my hands are tied with the current policies in
place, and I hope you will not take this against me.

We apologize that this is not the solution you were hoping
for. I surely appreciate the time you've taken to work with
our team regarding your request. I hope you understand that
we will not be able to take any action about the review.

It really breaks my heart that your request cannot be
granted at this time. I hope that you understand that if
there was anything that I could do, I could have done it
right away without any hesitation.

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.

I request you to please reach out to us from your primary
Hosting account or if the Co-Host has full access please ask
them to contact us.

It was a pleasure speaking with you. I will go ahead and
close this thread for the time being. Please feel free to
reply to this email for confirmation, clarification or other
concerns. If you need any further assistance, please contact
us on ***************, we are available 24/7 and more than
happy to be of assistance.

Thank you for your loyalty and support, we do appreciate
your business with us.

Stay safe and take care.

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.
Airbnb
Customer Answer
Date: 04/08/2025

Complaint: 23164013

I am rejecting this response because they literally just copy and pasted what they said the first time. Without any explanation or responding to my complaint. Which is pretty standard for Airbnb.

Sincerely,

*** ******
Business Response
Date: 04/09/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23164013

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 (April 5, 2025). Below was the final decision email sent to the user:

{Hi DPMgmt,

I apologize for the inconvenience caused, and I assure you
this is not something we want our users to experience.
However, the email address *****************************************************************
is not associated with the Primary Host or Co-Host account
due to which we are unable to take any action from your
other account.

I sincerely apologize for this, DPMgmt. I really wish
there's more that I can do for you in this situation
however, my hands are tied with the current policies in
place, and I hope you will not take this against me.

We apologize that this is not the solution you were hoping
for. I surely appreciate the time you've taken to work with
our team regarding your request. I hope you understand that
we will not be able to take any action about the review.

It really breaks my heart that your request cannot be
granted at this time. I hope that you understand that if
there was anything that I could do, I could have done it
right away without any hesitation.

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.

I request you to please reach out to us from your primary
Hosting account or if the Co-Host has full access please ask
them to contact us.

It was a pleasure speaking with you. I will go ahead and
close this thread for the time being. Please feel free to
reply to this email for confirmation, clarification or other
concerns. If you need any further assistance, please contact
us on ***************, we are available 24/7 and more than
happy to be of assistance.

Thank you for your loyalty and support, we do appreciate
your business with us.

Stay safe and take care.

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.

Best,
***** *.
Airbnb
Initial Complaint
Date:04/04/2025
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.
I recently discovered unauthorized charges were withdrawn from my account in regards to a recent stay at one of my properties. The guest has already received all of their money back, but I had the absolute unpleasure of working with **** with Airbnb who has repeadidly messaged me regarding the issues with my home, sending threatening and rude messages. After I asked her not to message me, she continued to send messages. One being 9:45PM. When I asked her not to send messages after 9PM, she sent the next one at 1:30AM. Then, because I got angry with her, now she is retaliating by taking $360 dollars from my account! This is THEFT! When I call, no one will talk to me, call me, resolve this ... NOTHING. Now, they are just going to steal money from my account after this issues was ALREADY PAID OUT! They have taken over $3,000 from my account in the last 3 months!! How is this legal?? This is not the level of professionalism or transparency I expect from a global company. I am requesting a full investigation into the unauthorized charges and a formal explanation of the billing practices. I also urge Airbnb to improve their customer support and communication processes. I'm a "SuperHost" ... do you value us or not?
Business Response
Date: 04/05/2025
Better Business Bureau Inc.
**************************************************************************; 94607
Re: Case # 23163797

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (April 05 2025). Below was the final decision email sent to the user:

{Hello **** and ******,

Thanks for getting back to us regarding your experience. We are disheartened that you were affected by this incident.

We try our best to investigate cases fairly and reasonably. After carefully reviewing all the details, we determined that this action is in accordance with our policies, procedures, and Community Standards.

For this reason, your request for additional compensation was denied.

Please know that according to our Terms of Service, when a safety issue is reported in a reservation, the Rebooking and Refund Policy will supersede that of the Host Cancellation Policy.

For more information, please visit: ******************************************************************************

To review Airbnb Terms of Service, please visit: ********************************************************

Because this decision is final, we will have to respectfully disengage from further communication about this. We thank you for your understanding.

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: 04/06/2025
Your recent message stating that you are disengaging from further communication is not only unacceptable, its a blatant attempt to shut down a serious and unresolved issue one that involved [what appeared to be] unauthorized charges, harassment by a ***resentative, and a complete lack of professional accountability.

Let me be clear:
It was never properly explained to me the refund provided to ****** When I spoke to the Airbnb team, I authorized a full refund, and the reservation was canceled. As far as I was concerned, she was provided a refund. No additional information was ever communicated or clarified with me.

Then came **** a ***resentative from your Safety Team who, instead of assisting, chose to harass me with ***eated, late-night messages (including one at 1:13AM), after I explicitly asked her not to contact me past 9PM. She ignored my concerns, threatened account suspension, and completely disregarded my request for a, phone call, a manager or escalation.

I have written proof that **** was badgering, retaliatory, and unprofessional throughout the process. She even refused to clarify basic questions, like why a guest whose reservation was canceled and refunded in full could leave a review, and how exactly the refund was being split between Airbnb and me. Instead, I was stonewalled with generic copy-paste responses and threats of account removal.

Lets also be honest about the payout amounts: **** claimed my original payout was $927, when in reality it was $802. So not only was I being threatened and ignored I was also being given inaccurate financial information.

Your current message claims this case is final and will not be discussed further. Thats a gross violation of what should be transparent and fair business practices especially for a long-time Superhost like myself who has generated thousands of dollars in revenue for your platform.

It took over two weeks and multiple attempts before I was finally able to speak to someone else (Faith),who explained the financial details to me. Why was this basic level of support withheld and blocked by one individual? Why was I held hostage by a single *** who refused to escalate or communicate respectfully?

I am requesting a formal investigation into Lunas unprofessional conduct, including late-night harassment and refusal to escalate, a formal apology and acknowledgment that this situation was mishandled, and clarification on Airbnbs policy about reviews being posted after cancellations/refunds because this is not clear nor fair to hosts.

I am a Superhost, to which you claim to be grateful for. Employees like **** are a terrible ***resentation of your company and should not be in managerial position holding hosts hostage and treating with such disrespect! Thankfully she Closed my account giving me the ability to [finally] speak with Faith who explained, in great detail, the charges and adjustments on my account. If **** had taken the time to do the same, wed never be in this position in the first place! Shame on her!
Business Response
Date: 04/08/2025
Better Business Bureau Inc.
**************************************************************************; 94607

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
Initial Complaint
Date:04/04/2025
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.
I was staying a house I booked though Airbnb. There was a few issues that I never complained about at first. I told her the slide in the house was broke and sent her pictures. Which she later said was cosmetic damages, but when her maintenance man came out, he closed the slide off and told us do not get on it. There was nail sticking out and not attached to the wall. asked our host how to get the hot tub hot. She told me that the pool and hot tub was interconnected and I would have to pay for the pool to be heated to have the hot tub heated. That I would have to pay for the days previously not used and a fee for them to come turn the heat on. I sent her a screenshot of the descriptions of the house which include this exact statement Spa - Spa/Hot Tub Heat Always Included - Enjoy a relaxing soak after a long day at the parks.Optional Pool Heating Available - $35 per day ($175 Hot tub always heated. I was not asking for pool. She said she sees that and will turn it on. After two more days of her saying it was on but it never got hot. One of the pool maintenance man came to fill the pool and I asked him why it was not getting hot and he said because the heat is not on. She had been lying saying she turned it on and he said it was not even on. This is when I contacted Airbnb for their help with this matter because we are now day five into our seven day stay with no hot tub and no slide, which was two of the big amenities that we booked this house for. When I contacted Airbnb, I just wanted their help to get the hot tub working and they told me that I was entitled to a refund and they would help me with that. I wasn't asking for that originally I just wanted to hot tub heated. After they got in touch with her, she was kicking us out and told her she would contact the police. She told us that she wouldgive us 50% of a refund if we left and we left the next day now Airbnb and her are refusing us a refund. She kicked us out because we wanted to hot tub heated.
Business Response
Date: 04/04/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [April 4, 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 04/09/2025

Complaint: 23159972

I am rejecting this response because:
They have not helped me at all. I have tried to speak several times to them. I was told they was going to review the recorded calls and never did. Now the host is trying to retaliate and charge me for something that was broken and that the company said they were protect me from her doing. She kicked us out and is not returning our money.
Sincerely,

********* *****
Business Response
Date: 04/10/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23159972

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 (7 April 2025). Below was the final decision email sent to the user:

{Hello *********,

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

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because our terms and conditions.

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:

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

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.
Best
******

Customer Answer
Date: 04/11/2025

Complaint: 23159972

I am rejecting this response because:
Your company told me from the start I was entitled to a refund. I was calling for help with a problem and your company is the one that told me about getting money back. You said you would have my back that you knew she was wrong. She kicked us out. She said she would give us 50% back if we left. We left early. She seems to do this to multiple people if you check her reviews. You said you would protect me from her retaliation and now she's trying to charge me.
Sincerely,

********* *****
Business Response
Date: 04/12/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23159972

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 (DATE). Below was the final decision email sent to the user:

{Hello *********,

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

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because our terms and conditions.

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:

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

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.
******

Customer Answer
Date: 04/14/2025

Complaint: 23159972

I am rejecting this response because there was no solution, no calls or anything. This woman has done this to multiple people and now She is trying to charge me
Sincerely,

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

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