Complaints

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

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Airbnb, Inc. has 31 locations, listed below.

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  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB

  942 Marion Way Sunnyvale, CA 94087

• 

  AirBNB

  1302 East 3rd Street A Austin, TX 78702

• 

  Airbnb.com

  3795 Soapstone Rd Decatur, GA 30034-6912

• 

  Airbnb.com

  3655 Sulene Dr College Park, GA 30349

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:04/30/2025

  Type:Billing 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 writing to file a complaint against the Airbnb platform regarding an unauthorized transaction on my credit card. On February 20, 2025, a charge was made to my card in the name of Airbnb. Upon reviewing the details, I realized that I did not authorize any payment, nor did I make any reservation or transaction related to this charge.I immediately contacted Airbnb to dispute the charge, explaining that I had not made the transaction and that it was unauthorized. To my surprise, the company responded unsatisfactorily, suggesting that a relative or friend might have used my card, without conducting any proper investigation into the matter.I repeatedly requested that they provide me with detailed information regarding the reservation linked to the charge (such as the name of the person who made the reservation and other pertinent details), but the company refused to provide this information, citing confidentiality and privacy concerns. However, I emphasize that in order to charge my credit card, such information should not be treated as confidential, as it involves the misuse of my payment method.Given the lack of transparency and the negligence of Airbnb, which not only failed to provide the requested details but also refused to resolve the issue satisfactorily, I no longer trust the company to handle this situation appropriately.After several attempts to contact the company and no resolution, I had no choice but to escalate this matter to the Better Business Bureau (BBB) in order for Airbnb to be held accountable and to take the necessary steps to correct this mistake, as well as to reimburse me for the unauthorized charge.Thank you for your attention, and I look forward to a fair resolution to this issue.

  Business Response

  Date: 04/30/2025

  Better Business Bureau Inc.
  **************************************************************************; 94607
  Re: Case # 23267522
  
  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 22, 2025. Below was the final decision email sent to the user:
  
  {Hi *******,
  
  Thank you for your reply. We understand your concerns, but please rest assured that a full and thorough investigation has been carried out on the disputed charge. As outlined in the previous message, a refund cannot be issued in cases in which we believe a friend or family member who has access to your payment method has used it unintentionally.
  
  Unfortunately, we're unable to release any information regarding the reservation or the user accounts involved without a formal request, such as a subpoena, from a government agency or law enforcement. If a government agency or law enforcement contact us regarding this issue, Airbnb will fully cooperate with their requests.
  
  We again recommend getting in touch with anyone you may have given your credit card details to in the past. Additionally, we would suggest contacting any friends or relatives who have an Airbnb account that you have traveled with on Airbnb previouslyif you added your payment credentials on another account and decided to save these credentials for future use, this could be what caused the unexpected charge.
  
  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.
  
  

• Initial Complaint

  Date:04/29/2025

  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 am filing a complaint against Airbnb for an unauthorized $200 charge related to damage falsely claimed by a host (Reservation Code: HMTNA3H8BJ). After our stay, the host submitted a photo of a newly installed doorknob and claimed we broke the original one. I provided timestamped photo evidence proving there was no damage, and all 4 guests, including myself, confirmed we never touched that door. There is no proof we caused any damage, and Airbnb processed the $200 charge without consent or final review.I have been passed between over six different agents, each one offering no real help, and the case was closed unfairly. Airbnb ignored guest testimony, failed to verify evidence properly, and has refused to provide a reasonable ************* also disputing this charge with Discover as an unauthorized transaction. I am seeking a refund and accountability for the unprofessional handling of this matter.

  Business Response

  Date: 04/30/2025

  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 [April 30, 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:04/29/2025

  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.

  My host accidentally wrote a review on me which contains incorrect informaron. She acknowledged that and requested air *** to remove the review. I have also asked air *** to remove the review from my profile. They keep telling us different stories on how to get it removed. The review is offensive, and damages my reputation personally and professionally. Both the host and myself as the guest have asked for it to be removed and no one is helping, they are closing conversations with no response, not offering any time line or any help. We both want the review to be removed which is part of their policy that if both parties request to have it removed.

  Business Response

  Date: 04/30/2025

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #  23265010
  We have reviewed the facts related to the case number ********* 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: 04/30/2025

   
  Complaint: 23265010
  
  I am rejecting this response because an agent has not followed up with me on a proper solution. Until a resolution or agreement is reached mutually, given both parties are asking for the review to be removed, a small claims process in defamation of character and gender discrimination, I am awaiting to resolve this with Air Bnb directly. Saying an agent will follow up with me soon is not a solution. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/01/2025

  Better Business Bureau Inc.
  **********************
  *******, CA  94607
  Re: Case #  23265010
  We have reviewed the facts related to the case number ********* 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

• Initial Complaint

  Date:04/29/2025

  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 have been a dedicated Airbnb Superhost for over three years, maintaining a 0% host-initiated cancellation rate and consistently receiving only five-star reviews. Despite this, my application to join the Co-Host Network has been repeatedly denied due to my guest cancellation rate, which Airbnb claims is too high, even though the cancellations in question were entirely outside of my control.Several of these cancellations occurred because guests changed their plans or had to cancel due to COVID-19. Others were due to newly introduced provincial short-term rental regulations that made certain bookings non-compliant with local bylaws. When I contacted Airbnb to cancel these bookings, they initially refused to support the cancellation, placing me in the position of either violating the law or risking penalties from the platform. Only after numerous phone calls, reopening resolution tickets, and providing extensive documentation did Airbnb finally agree to cancel the ****************, Airbnb is using those same cancellations initiated by Airbnb Admin against me to deny my co-host application. Despite multiple requests, they have refused to provide a written breakdown of which cancellations are being counted or to offer an exemption for cancellations that were outside of my control and necessary to ensure compliance with new legislation.Hosts should not be penalized for lawful compliance, guest cancellations, or compassionate flexibility. This hidden metric in assessing co-hosting applications contradicts Airbnbs own stated policies, punishes responsible hosts, and undermines trust in the platform. A transparent, fair, and consistent policy is long overdue for hosts applying to become local co-hosts on the platform.

  Business Response

  Date: 04/30/2025

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 23264103
  
  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 (28 April 2025). Below was the final decision email sent to the user:
  
  {Hi ********,
  
  This is Gaurav, Your Senior Case Manager,
  
  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
  you wanted to join Co-Host Network and your request was
  declined. I do understand your concern and apologize for the
  inconvenience, but I have investigated and found that your
  request was denied because of the cancellation rate and as
  per the criteria your cancellation rate should be below 3.5%
  and as it is not met our specialized team has denied your
  request and I tried to check if we can give some exception
  since the cancellation was not from your end, but it's not
  possible, and we cannot provide any exception for this
  issue. As when the guest cancels the reservation it will
  also show under your cancellation, and it will affect the
  cancellation criteria.
  
  Our review is complete now, and we wont be able to offer
  additional support on this case at this time.
  
  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.
  
  You may also write to us about your experience in the link
  below, and well pass it on to the teams who are working to
  help make Airbnb better for everyone.
  ******************************************************************
  
  Thank you for being a valuable member of our community.
  
  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.
  

  Best

  ******

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23264103
  
  I am rejecting this response because:

  I reject Airbnbs response because it fails to address my complaint: I am being penalized for cancellations that were guest-initiated, COVID-related, or legally required under provincial law all of which are explicitly outside of a hosts control and should not be used to determine Co-Host eligibility. The decision is based on a hidden metric that contradicts Airbnbs own published policies, and it disregards confirmation from multiple Airbnb agents who stated that I met all the criteria.

  I am still seeking a transparent breakdown of which cancellations are being counted against me, a fair re-evaluation of my Co-Host application, and a policy correction to ensure other qualified Superhosts are not similarly penalized for circumstances beyond their control.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/01/2025

  Better Business Bureau Inc.
  ******************************************************************************; 94607
  Re: Case # 23264103
  
  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 (28 April 2025). Below was the final decision email sent to the user:
  
  {Hi ********,
  
  This is Gaurav, Your Senior Case Manager,
  
  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
  you wanted to join Co-Host Network and your request was
  declined. I do understand your concern and apologize for the
  inconvenience, but I have investigated and found that your
  request was denied because of the cancellation rate and as
  per the criteria your cancellation rate should be below 3.5%
  and as it is not met our specialized team has denied your
  request and I tried to check if we can give some exception
  since the cancellation was not from your end, but it's not
  possible, and we cannot provide any exception for this
  issue. As when the guest cancels the reservation it will
  also show under your cancellation, and it will affect the
  cancellation criteria.
  
  Our review is complete now, and we wont be able to offer
  additional support on this case at this time.
  
  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.
  
  You may also write to us about your experience in the link
  below, and well pass it on to the teams who are working to
  help make Airbnb better for everyone.
  ******************************************************************
  
  Thank you for being a valuable member of our community.
  
  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.
  
  Best
  ****** A

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23264103
  
  I am rejecting this response because:

  I reject Airbnbs response because it fails to address the core issue: I am being penalized for cancellations that were guest-initiated, COVID-related, or legally required under provincial law all of which are explicitly outside of a hosts control and should not be used to determine Co-Host eligibility. The decision is based on a hidden metric that contradicts Airbnbs own published policies, and it disregards confirmation from multiple Airbnb agents who stated that I met all the criteria.

  I am still seeking a transparent breakdown of which cancellations are being counted against me, a fair re-evaluation of my Co-Host application, and a policy correction to ensure other qualified Superhosts are not similarly penalized for circumstances beyond their control. I invite Airbnb to contact me to resolve this issue before I escalate further on Monday.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/03/2025

  Airbnb
  Better Business Bureau Inc.
  **********************
  ****************; 94607
  Re: Case # 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on 28th April. Below was the final decision email sent to the user:
  
  {Hi ********, This is Gaurav, Your Senior Case Manager, 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 you wanted to join Co-Host Network and your request was declined. I do understand your concern and apologize for the inconvenience, but I have investigated and found that your request was denied because of the cancellation rate and as per the criteria your cancellation rate should be below 3.5% and as it is not met our specialized team has denied your request and I tried to check if we can give some exception since the cancellation was not from your end, but it's not possible, and we cannot provide any exception for this issue. As when the guest cancels the reservation it will also show under your cancellation, and it will affect the cancellation criteria. Our review is complete now, and we wont be able to offer additional support on this case at this time. 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. You may also write to us about your experience in the link below, and well pass it on to the teams who are working to help make Airbnb better for everyone. ****************************************************************** Thank you for being a valuable member of our community. 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: 05/05/2025

   
  Complaint: 23264103
  
  I am rejecting this response because:

  I reject Airbnbs response because it fails to address the core issue: I am being penalized for cancellations that were guest-initiated, COVID-related, or legally required under provincial law all of which are explicitly outside of a hosts control and should not be used to determine Co-Host eligibility. The decision is based on a hidden metric that contradicts Airbnbs own published policies, and it disregards confirmation from multiple Airbnb agents who stated that I met all the criteria.

  I am still seeking a transparent breakdown of which cancellations are being counted against me, a fair re-evaluation of my Co-Host application, and a policy correction to ensure other qualified Superhosts are not similarly penalized for circumstances beyond their control.

  I have filed a complaint with the ************************** in **************** and will be in touch.

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

• Initial Complaint

  Date:04/29/2025

  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 attempted to book a stay on Airbnb in April ******************************************************************************************************** for unauthorized party risk. I communicated clearly with the host beforehand, who had no concerns and was prepared to move forward. I was never given a reservation number because Airbnbs system prevented me from finalizing the booking.I have no history of violations and only one prior, successful booking. Despite being told by customer support that my case would be escalated and Id be allowed to book, I later received a generic email upholding the denial with no explanation and no opportunity to speak with someone directly.I asked multiple times for a full explanation, including a breakdown of the specific factors used to deny me, and I received only vague policy links. I was never given a clear reason, despite being told a human review would happen.I believe I was unfairly targeted by Airbnbs system. I am requesting a written explanation for the denial, a copy of the policy being used, and for my account to be cleared for normal use.

  Business Response

  Date: 04/30/2025

  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 28, 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: 04/30/2025

   
  Complaint: 23263321
  
  I am rejecting this response because: Airbnb has not provided the  information I have requested and has again denied my reservation without valid explanation.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/01/2025

  Airbnb
  Better Business Bureau Inc.
  **********************
  ****************; 94607
  Re: Case # 23263321
  
  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 (Apr 30, 2025). Below was the final decision email sent to the user:
  
  {My names **** M and Im a member of a specialized team that
  deals with this kind of Request . To protect the security of
  our users and their accounts, we have developed a quick,
  easy, and secure way for you to request access to your
  account data.
  
  Youll need to log into your account and schedule your
  access request by accessing the **************** portal and
  then selecting Request a copy of your personal data.
  
  *****************************************************************************
  
  If you have any issues while accessing the ****************
  portal, let us know and we will be happy to assist.
  
  If youd like to learn more about accessing your personal
  information, please visit our *********** article:
  
  ******************************************************************************
  
  If you have any questions or complaints concerning the
  processing of your personal data, you can write to our Data
  Protection Officer at ********************************************************.
  
  If youd like to learn more about what data is in your data
  packet, please visit our *********** article:
  
  **********************************************************************
  
  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: 05/01/2025

   
  Complaint: 23263321
  
   I am formally rejecting Airbnbs response. Their message did not address my specific concerns or fulfill their legal obligation under the California Consumer Privacy Act (CCPA California Civil Code 1798.100).
  I made a formal request for the data and decision-making logic used to flag and deny my reservation, yet Airbnb only responded with generic links to an FAQ page and self-service portal. This does not satisfy the requirement to provide:
  A full copy of the personal data collected and used in this decision,
  An explanation of the logic behind the automated decision that unfairly flagged me, and
  A clear justification for how I violated Airbnbs party risk policy when I had only booked once before with no issues and was in full communication with the host.
  As a Black transgender woman, I strongly believe this experience reflects algorithmic bias and systemic discrimination. Airbnbs vague and dismissive responses have caused financial loss, emotional harm, and reputational damage.
  I will be pursuing this further through the *********************************** and will also be sharing my experience publicly so others are aware of how Airbnb uses automated systems to deny bookings without transparency or accountability.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/02/2025

  
  Airbnb
  Better Business Bureau Inc.
  ****************************************
  ****************; 94607
  Re: Case # 23263321
  
  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 *******). Below was the final decision email sent to the user:
  
  Hi Autumn,
  
  My names **** M and Im a member of a specialized team that
  deals with this kind of Request . To protect the security of
  our users and their accounts, we have developed a quick,
  easy, and secure way for you to request access to your
  account data.
  
  Youll need to log into your account and schedule your
  access request by accessing the **************** portal and
  then selecting Request a copy of your personal data.
  
  *****************************************************************************
  
  If you have any issues while accessing the ****************
  portal, let us know and we will be happy to assist.
  
  If youd like to learn more about accessing your personal
  information, please visit our *********** article:
  
  ******************************************************************************
  
  If you have any questions or complaints concerning the
  processing of your personal data, you can write to our Data
  Protection Officer at ********************************************************.
  
  If youd like to learn more about what data is in your data
  packet, please visit our *********** article:
  
  **********************************************************************
  
  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: 05/02/2025

   
  Complaint: 23263321
  
  I am declining Airbnbs response.
  Despite their claim that Im working with a specialized customer support team, I want to make it clear that no one from Airbnb is actively assisting me, and my case has already been closed without resolution. I have not been provided with any specific explanation as to why Im being blocked from booking a one-night stay. This lack of transparency is unacceptable.
  Airbnb is now using the BBB platform to mislead by suggesting that there is an open dialogue happening when, in reality, there is not. I have screenshots confirming that my case was closed, and I remain locked out of basic booking functionality with no clear reason or path to resolution.
  I am requesting that Airbnb reopen my case, provide a clear and specific reason for the restriction, and offer a real solutionnot automated or dismissive responses. Their actions and lack of communication are highly concerning and feel discriminatory in nature.
  Thank you for your continued support in getting this resolved.
  Sincerely, 
  
  ****** *****

• Initial Complaint

  Date:04/29/2025

  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.

  Subject: Airbnb Refused to Remove a Biased and Retaliatory Review After Promising to Do So Complaint:I am a long-time Airbnb host who recently received an unfair and retaliatory review from a guest, which clearly violates Airbnbs own Content and Review Policies. I followed all required procedures to report the issue, providing evidence that the review was biased, misleading, and retaliatory in nature.After submitting my case through Airbnbs ************ a representative contacted me and explicitly stated that the review would be removed. Based on this assurance, I identified the review upon its posting, referenced the prior conversation, and initiated the removal request in line with their guidance. Relying on the representatives promise, I did not escalate the matter further at that time, assuming it would be resolved as stated.However, several days later, I received an abrupt message stating that the review would not be removed. I appealed this decision and submitted additional supporting evidence. Despite this, my appeal was denied againwithout any explanation and with no option to escalate or speak with a supervisor. All further inquiries were met with automated replies, and Airbnb ultimately closed the case without resolution, leaving no channel for further review or accountability.This experience has caused significant reputational damage to my listing and a direct financial impact. I willingly absorbed a $2,400 loss on the stay in question, prioritizing resolution through proper channels rather than dispute. My only request was the removal of the unfair review. Airbnbs refusal to enforce its own policies, combined with its failure to honor a direct assurance from its staff, has severely undermined my trust in the platform.Desired Resolution: Removal of the policy-violating review and a formal response from Airbnb management.

  Business Response

  Date: 04/30/2025

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on 29th April 2025. Below was the final decision email sent to the user:
  

  Riema, I can see that you already have talked with a supervisor about this issue, I really understand that you are frustrated about this review, however Riema, as per the review has been denied 2 times, according to our policy is not possible to take it down.
  
  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.
  

  Sincerely, 
  Airbnb

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23262641
  
  I am rejecting this response because: I never spoke with a manager. This doesn't address the fact we were promised it would be removed by Airbnb staff and the review is untrue, discriminatory, not in compliance with the companies policies and we are stonewalled with auto responses and don't feel we have been heard or treated fairly as good hosts supporting the company. What is the reluctance to remove this review? 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/02/2025

  Hi,

  We appreciate your understanding regarding our privacy policies.

  Due to strict data privacy laws we cannot share any account specific information with any third party.

  You have no association with this HMF3Z8Y4FS reservation.
  

  Thank you for your understanding!

• Initial Complaint

  Date:04/29/2025

  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 am filing this complaint regarding Airbnb and their refusal to allow me to leave a review about my stay, despite serious post-stay concerns, including theft.I booked a stay with Airbnb for reservation HM8DRPDM4H (Host: VastHaven). After checking out and leaving the property, I later discovered that money had been stolen from me during the stay. Upon realizing this, I immediately contacted Airbnb Community Support to report the issue and requested assistance, including the ability to leave a review warning future guests of the experience.Despite explaining that the theft and serious dissatisfaction were only discovered after checkout, Airbnb support repeatedly cited their 14-day automatic window for posting a review, refused to make any exception, and closed the case without meaningful escalation. I was told by a Senior Case Manager that no further review or escalation was possible, which I find unacceptable given the nature of the concerns I raised. Additionally, although they claimed to have called me, no calls were received my phone was active and available at all times.This situation has left me extremely disappointed. Airbnbs rigid adherence to the 14-day review window, even in the face of allegations of theft and guest safety concerns, shows a lack of accountability and undermines the trust that guests place in the platform. Denying me the opportunity to leave a review also ******* the host from valid feedback, potentially putting future guests at risk.I am seeking:A formal escalation and internal review of my complaint.The ability to leave a public review on Airbnb regarding this stay.A formal acknowledgment from Airbnb that my concerns were reviewed seriously.Steps to be taken to address how post-stay incidents such as theft are handled when discovered after checkout.I believe my experience deserves to be shared with the community to ensure guest safety and transparency.Thank you for your attention to this matter

  Business Response

  Date: 04/30/2025

  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 29, 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: 04/30/2025

   
  Complaint: 23262414
  
  I am rejecting this response because:

   

  Hello,
  Airbnb stated that Im currently working with a specialized support team as of April 29, 2025, but I have not received any communication from Airbnbno email, message, or notification.
  As of today, no support team has reached out to me, and I have no active case visible in my Airbnb account to this matter. 
  Please consider this case unresolved and let me know how we can proceed.
  Thank you.
  
  

  
  
  Sincerely,
  
  Askat Bakyev

  Business Response

  Date: 05/01/2025

  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 [1 May 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: 05/01/2025

   
  Complaint: 23262414
  
  I am rejecting this response because:

  Hello,
  I previously informed you that Airbnb has not contacted me despite their claim that my case was being handled by a specialized support team as of April 29, 2025.
  
  Today, Airbnb responded with the exact same message againwithout addressing the fact that I have received no outreach from their team.
  
  At this point, Airbnb is clearly not making a genuine effort to resolve the issue and is simply repeating a generic message.
  
  I would like the BBB to consider this a failure on Airbnbs part to engage in good faith and to proceed accordingly.
  
  Thank you.
  

  
  Sincerely,
  
  Askat Bakyev

  Business Response

  Date: 05/02/2025

  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 [29 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: 05/02/2025

   
  Complaint: 23262414
  
  I am rejecting this response because:

   

  Hello,
  
  This is now the third time Airbnb has submitted the exact same canned response, claiming I am currently working with their specialized support team.
  
  I want to be absolutely clear: I have not received a single message, email, or contact from Airbnb since this claim began. There is no active support case in my Airbnb account, and I am not working with any specialist.
  
  Airbnb is repeating a false and misleading statement and refusing to engage in good faith. They are using the BBB process to delay rather than resolve.
  
  I am asking the BBB to step in more actively and formally record this as unresolved.
  
  Thank you.
  
  

   

  
  
  Sincerely,
  
  Askat Bakyev

• Initial Complaint

  Date:04/29/2025

  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.

  We had rented a room for 5 nights that was a non smoking room. The room had ash trays littered throughout. We also complained the second day of very limited hot water in the master bedroom and nothing was resolved. I had a food delivery person try to deliver food but security stopped them and caused a huge scene and threatened us. I am disabled so I needed assistance with my groceries on a second floor. The resort is going thru construction which was impossible to use the pool and most the safety netting was torn or missing. See pictures. The place was unsafe to stay at while they still rented out these rooms. On Apr 19th AirBnB offered me $150 for a reimbursement for the issues which never happened as I am demanding 1/3 of the rental. Airbnb Support 9:53 PM I can totally understand that this is not the outcome you are looking for, but we will only be able to help you with a maximum of $150.Please let us know your decision so that I can take necessary *********** Regards airbnb

  Business Response

  Date: 04/30/2025

  Airbnb
  Better Business Bureau Inc.
  ****************************************
  ****************; 94607
  Re: Case # 23262380

  
  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 *******). Below was the final decision email sent to the user:
  
  Hi ******,
  
  This is Fahim senior case manager from Airbnb. Hope this message finds you well. Just a quick recap from the conversation we had on call. As you called in to report the property was non-smoking still there were ashtray insides also there was concern regards to hot water not provided you requested $1000 as refund.
  
  Informed you that the resolution center request he raised is under escalation need to wait until 72 hours get complete after that you will receive option involve Airbnb after involving Airbnb then will mediate with Host regards to concern.
  
  Hi ******,
  
  This is Fahim senior case manager. Hope this message finds you well. Thank you very much for being part of Airbnb Community as one of our valued Guests. I appreciate your business with Airbnb.
  
  As your query has now been resolved, with your permission I am going ahead and closing the case for the time being however, If you still need help please select, "Yes I still need help" and I will be more than happy to help you.
  
  In case your query has been resolved with a satisfactory resolution, requesting you to go ahead and select, "No I'm done"
  
  I would like to thank you for choosing the Airbnb family, out of all the other platforms that are available. I hope that you continue to enjoy being a part of the Airbnb family.
  
  Your trust and happiness are the keys to a better Airbnb community. We really appreciate your patience and understanding.
  
  Hope you have a wonderful experience with the Airbnb family.
  
  I would like to let you know that we are available 24/7, and you can always reach us if you have any other concerns.
  
  We are here for you whenever you need us at:
  
  *****************************************************************
  
  Please check your email from time to time as Airbnb will send promotions and updates through the email that is registered with your Airbnb Account.
  
  It has been a pleasure assisting you, Please take care.
  }
  
  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: 04/30/2025

   
  Complaint: 23262380
  
  I am rejecting this response because:  AirBnB continues to ignore that I rented a NON SMOKING room and got a smoking room, I got very limited hot water and was not what we rented or expected.   Everything is noted in Text and emails but AirBnB continues to Bully there way around and not take care of the fact they were wrong.  The admitted being wrong and offer a $150 refund from a $3200 rental.  I am requesting a $1000 refund which is more than reasonable.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/01/2025

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 23262380
  
  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 (14 April 2025). Below was the final decision email sent to the user:
  
  {Hi ******,
  
  This is Fahim senior case manager from Airbnb. Hope this message finds you well. Just a quick recap from the conversation we had on call. As you called in to report the property was non-smoking still there were ashtray insides also there was concern regards to hot water not provided you requested $1000 as refund.
  
  Informed you that the resolution center request he raised is under escalation need to wait until 72 hours get complete after that you will receive option involve Airbnb after involving Airbnb then will mediate with Host regards to concern.
  
  Hi ******,
  
  This is Fahim senior case manager. Hope this message finds you well. Thank you very much for being part of Airbnb Community as one of our valued Guests. I appreciate your business with Airbnb.
  
  As your query has now been resolved, with your permission I am going ahead and closing the case for the time being however, If you still need help please select, "Yes I still need help" and I will be more than happy to help you.
  
  In case your query has been resolved with a satisfactory resolution, requesting you to go ahead and select, "No I'm done"
  
  I would like to thank you for choosing the Airbnb family, out of all the other platforms that are available. I hope that you continue to enjoy being a part of the Airbnb family.
  
  Your trust and happiness are the keys to a better Airbnb community. We really appreciate your patience and understanding.
  
  Hope you have a wonderful experience with the Airbnb family.
  
  I would like to let you know that we are available 24/7, and you can always reach us if you have any other concerns.
  
  We are here for you whenever you need us at:
  
  *****************************************************************
  
  Please check your email from time to time as Airbnb will send promotions and updates through the email that is registered with your Airbnb Account.
  
  It has been a pleasure assisting you, Please take care.
  
  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.
  

  Best

  ******

  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23262380
  
  I am rejecting this response because:   The business never resolved a complete VIOLATION OF SERVICES.  You broke contract and have not skills on fixing this I can see.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/02/2025

  
  Airbnb
  Better Business Bureau Inc.
  ****************************************
  ****************; 94607
  Re: Case # 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (April 14, 2025). Below was the final decision email sent to the user:
  
  Hi ******,
  
  This is Fahim senior case manager. Hope this message finds you well. Thank you very much for being part of Airbnb Community as one of our valued Guests. I appreciate your business with Airbnb.
  
  As your query has now been resolved, with your permission I am going ahead and closing the case for the time being however, If you still need help please select, "Yes I still need help" and I will be more than happy to help you.
  
  In case your query has been resolved with a satisfactory resolution, requesting you to go ahead and select, "No I'm done"
  
  I would like to thank you for choosing the Airbnb family, out of all the other platforms that are available. I hope that you continue to enjoy being a part of the Airbnb family.
  
  Your trust and happiness are the keys to a better Airbnb community. We really appreciate your patience and understanding.
  
  Hope you have a wonderful experience with the Airbnb family.
  
  I would like to let you know that we are available 24/7, and you can always reach us if you have any other concerns.
  
  We are here for you whenever you need us at:
  
  *****************************************************************
  
  Please check your email from time to time as Airbnb will send promotions and updates through the email that is registered with your Airbnb Account.
  
  It has been a pleasure assisting you, Please take care.
  
  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: 05/02/2025

   
  Complaint: 23262380
  
  I am rejecting this response because:  The business never came up or offered a resolution.  They offered $150 refund and now refuses that also.  Never Never will I or family use AirBnB
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/29/2025

  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 banned me and told me I have a 7 day appeal AFTER I got completely scammed by a host. After I contacted Airbnb support, the host made multiple attempts for me to fight him. Despite this Airbnb failed to address the issue. People from different countries call me having no clue about the issue. Most barely speaking English. I have been totally defrauded by Airbnb.

  Business Response

  Date: 04/30/2025

  
  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 23262092
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our Resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on (March 17, 2025). Below was the final decision email sent to the user:
  
  {Hi *******,
  
  This message is translated using ****** Translate tool.
  
  Having reviewed all of the information received, our Appeals
  team has determined it wont be possible to reactivate your
  account at this time.
  
  As the original outcome was determined to be in line with
  our standards and policies, you wont be able to submit
  another appeal.
  
  Our review is complete now, and we wont be able to offer
  additional support on this case at this time.
  
  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: 04/30/2025

   
  Complaint: 23262092
  
  I am rejecting this response because:

  they never notified me of this and also failed to ever have somebody in the ************* contact me. This is after the multiple threats by the host for me to fight him. It shows how Airbnb takes nothing seriously and fails to address the issue. Instead bans a good customer. Even insult to injury ********************** fails to even speak in the language I contact them in.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/01/2025

  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
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23262092
  
  I am rejecting this response because:

  does not even help me after Airbnb and there host totally scammed me
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/02/2025

  Airbnb
  Better Business Bureau Inc.
  **********************
  ****************; 94607
  Re: Case # 23262092
  
  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 17th March. Below was the final decision email sent to the user:
  
  {Hi *******, This message is translated using ****** Translate tool. Having reviewed all of the information received, our Appeals team has determined it wont be possible to reactivate your account at this time. As the original outcome was determined to be in line with our standards and policies, you wont be able to submit another appeal. Our review is complete now, and we wont be able to offer additional support on this case at this time. 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.
  
  

• Initial Complaint

  Date:04/28/2025

  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 stayed in **** *********** from Feb 28, 2025 to Mar 3, 2025. Due to poor , inhabitable conditions, Airbnb initially refunded my money (for 7 unspent nights) siding with me on a complaint against one of its host. Specifically, that hosts condominiums was inhabitable with roaches crawling around countertops, a consistent foul, mildewy smell in condominium, and cold showers, etc. Airbnb refunded a portion of my money, but then allowed its hosts inflammatory, mean-spirited, retaliatory review to remain published on its website, knowing that such malicious review was wrought with lies, spiteful and a direct retaliation of my initial complaint to Airbnb. Furthermore, it (Airbnb), routinely subjects its USA guests, whether traveling domestic or abroad, to unsanitary lodging conditions that put their health at risk, including those that could potentially lead to germs and/or infectious disease. And I might add, conditions it would NEVER subject itself to. Specifically, allowing its host to require USA guests to throw nasty, soiled, toilet tissues in the waste basket instead of flushing, allowing same to accumulate, and leaving guests with having to smell fumes for their entire stay. Just because the Philippines (particularly ****) have water pressure issues is not a valid excuse to mandate that USA citizens to engage in uncustomary, unsanitary practices that goes against all manner of cleanliness, and also poses risks to their health. I have sent multiple complaints via email to Airbnbs executive staff to no avail. My only recourse was to terminate my account to avert their hosts nasty, undeserved review.

  Business Response

  Date: 04/30/2025

  Better Business Bureau Inc.
  ******************************************************************************; 94607
  Re: Case #********
  
  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: 04/30/2025

   
  Complaint: 23261501
  
  I am rejecting this response because:
  It does not address the issue in my complaint.
  
  PS: I BELIEVE THE CONTACT INFORMATION THE BUSINESS IS SEEKING IS BELOW:

  
  ******* ******
  Email: *******************************
  Account name: ******* J ******

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

  Business Response

  Date: 05/01/2025

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  
  Re: Case #********  
  
  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 reservation code associated with this issue. 
  
  Sincerely,
  Airbnb