Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rental Listings.

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

7,314 total complaints in the last 3 years.
2,161 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:03/25/2025
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.
Dear Airbnb Team,My name is ******** **********, and I am the owner of *********************, a pole dance fitness company located in downtown ***********. I recently submitted an idea for an Airbnb Experience and spent considerable time and effort ensuring that my proposal met all the required criteria. However, after several weeks with no response, I logged into my account only to find a notice stating that my experience had been "declined" because it "did not meet your standards."I am writing to formally request clarification regarding the specific reasons why my experience was declined. Despite reaching out for more details, I received only the generic response stating that my experience did not meet the standards, without any further explanation. This lack of transparency is extremely concerning, especially given the amount of work I put into ensuring my submission adhered to all requirements.For context, CoCreate Pole Fitness is ranked among the Top ***************************** ***********, as mentioned in the Los Angeles Times. Additionally, we are partners with ******* (ID number: CoCreate Pole Fitness ******), which services over ****** companies across 11 countries, providing corporate wellbeing programs to millions of employees.Given our credentials and successful partnerships, I believe that my submission should have met Airbnb's standards. Therefore, I feel this decision may be rooted in outdated stigmas surrounding pole fitness. I would like to understand specifically why my experience was declined and request a detailed explanation of the standards that were not met.Without a clear reason for the rejection, I will be exploring legal counsel to understand my options. I kindly ask for your prompt response with the requested information.
Business Response
Date: 03/25/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607

Re: Case # 23111447

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 (24 March 2025). Below was the final decision email sent to the user:

{Hi Tiffeney,

I completely get your enthusiasm to Host and understand you may be disappointed that your submission was declined. I cant give you specifics about your particular situation because these decisions are made by our team of market managers.

You're very welcome to submit a new idea at:

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

Keep in mind, this process can take some time as we receive a lot of submissions. Other potential Hosts have been successful by looking through our current Airbnb Experiences to see what works for them. Some even take an Experience themselves to better understand how they operate.

If you haven't already checked it out, heres a *********** article with information on what to expect if hosting an Experience:

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

You'll find further helpful details in our Experience Resource Center:

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

This video may also inspire you:

****************************}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Best
******
Initial Complaint
Date:03/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to rent an Airbnb for February 22, 2025 to February 24, 2025 and I was able to book and pay for the Airbnb but I was not able to check in the Airbnb due to Airbnb flagging my account that same day after accepting the payment. I contacted the host whose name was ******* and I let him know that I was not going to be able to check into his property, due to Airbnb. Even after Airbnb took my money I tried to see if I would be able to contact the host to get the booking information as far as the location of the Airbnb and the code to get into the property which I was not able to get due to hosts rights & protection stipulations, so ultimately I paid about $517 Via Apple Pay to book an Airbnb for 2 days that I was not able to check in *** was I refunded my money back after reaching out to AirBnb customer service on multiple occasions via ******************
Business Response
Date: 03/25/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23109189

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 (09 Mar 2025). Below was the final decision email sent to the user:

{Hi Nic'Kayla,

My name is **** from Airbnbs Trust & Safety specialist team.

After reviewing the available information, weve determined that your account should be removed from the Airbnb platform. Removal means that your account will no longer be accessible, and you wont be able to create another one.

In this case, you havent followed our policy on representing yourself authentically. We werent able to confirm your identity using the documents you added, or they appear to be falsified or otherwise invalid.

You can read about our policy here:

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

Learn more about what account removal means at:

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

If you have new information you believe would lead us to reconsider, youll need to submit a request to our Appeals team.

Please reverify your identity in your account before appealing.

You can do this by going to:

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

Then, enter your email, password, and follow the prompts. A member of that team will contact you.

Best regards,}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked 2 AirBnb's that were supposed to be 100% refundable if I canceled before 30 days of notice. I cancelled my one reservation on March 9 (Confirmation Code: HM9SZW3SPZ) for $1462.10 and one reservation on March 10 (Confirmation Code HMCNKQEM5D) for $1580.35. My bank was unable to receive deposits back and returned the payment to AirBnb and told me to request that we change the refund payment method. AirBnb said they are unable to change the refund method, and I am left with no return. I would like AirBnb to change the refund method and process my refund for $3042.45
Business Response
Date: 03/25/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23108849
The complainant is currently working with our specialized customer support teams that handle these types of matters as of 24 Mar 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:03/24/2025
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 had a stay in ********, CA through Airbnb from March *****. The price of the stay was $1108.06. During our stay the following issues occurred:- Dead bug in room, which called into question the cleanliness of the property.- Broken outlets, where a solution was provided but did not work then the host took 15 hours to respond again.- Sewage backup with overflowing sewage water around 10 PM the 2nd night. We initially tried to contact the host and she was unresponsive. We finally got a hold of her at 10:40 PM. She called back 30 min later with a solution of using another property's bathroom. She gave no follow-up to check-in or provide any sort of compensation for how big of an issue it was for so many adults and children to trek in the snow to use the bathroom or wash dishes elsewhere.We tried to resolve this issue with the host after the stay, but she was unresponsive. Therefore, we reached out to Airbnb support to request for resolution. The Airbnb support staff was dismissive, disorganized and lack responsibility to follow up on case. I have messaged the platform 8 times and called them 5 times to speak with the representative. Each time I had to report the incident again and each time the response is the same, which leads to no resolution. Airbnb support has closed our case multiple times without follow up and resolution.Our health and safety was compromised during our stay and despite our explanation to Airbnb, they would not take responsibility. They continue to push the responsibility to the host, who did not offer any compensation for the disaster. As a customer of the ********************** platform, it is my expectation that if the host, Airbnb partners, decline to offer compensation, it lies with the company to now resolve the problem with their customer. However, the response I receive from Airbnb is that they wont take the responsibility either. It is very disappointing that such a big company would care so little for their customers.
Business Response
Date: 03/24/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23106596

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 (March 24, 2025). Below was the final decision email sent to the user:

{Hi ******,

Thank you for taking the time to reach back to us.

I'm ******, one of the Senior Case Managers at Airbnb, here
to handle Supervisor Escalations.

I understand how incredibly frustrating and disappointing
your experience at the Big Bear property must have been.
Dealing with cleanliness issues, non-functional outlets, and
especially a broken sewage system is completely
unacceptable. We sincerely apologize for the distress and
inconvenience this caused you and your group.

I know you've already tried to communicate with the Host and
felt unheard, which only adds to the frustration. We
appreciate you reaching out to us and allowing us to help.

After carefully reviewing the details of your case,
including the extent of the issues and the fact that you
stayed for both nights, we're able to offer a 30% refund for
the two impacted nights that would total to $180.00. While
we understand this may not fully compensate for the
significant inconvenience you experienced, we hope it
provides some level of resolution. A full refund or an
additional $600 isn't possible as you did stay for the
entire duration of the booking and Host has not approved any
additional refund outside the Aircover for guest policy.

If you have any further questions or concerns regarding our
AirCover for Guest policy or your specific situation, please
don't hesitate to reach out to our support team. We're here
to assist you every step of the way

You can also check this link for more information:

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

Please be assured that we are taking your concerns very
seriously. We will be having a separate, direct conversation
with the Host regarding the issues you reported. We do not
tolerate Hosts providing accommodations that fail to meet
basic standards of cleanliness and functionality. We will
address these issues with them to prevent similar situations
from happening in the future.

We value your feedback and want to assure you that we are
committed to improving the guest experience. Thank you for
bringing this to our attention.

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

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: 03/24/2025

Complaint: 23106596

I am rejecting this response because:
the final decision that was given was not acceptable. We had to trek through snow with young children in the night to have bathroom and water access for our second night. It is not acceptable to have a refund of only $180, a little over 10% of the cost of the stay. Given that the host does not want to refund us the cost, it definitely lies on Airbnb to compensate their guests for such a disastrous stay. For them to state that it is their final decision and declines to engage in further discussion on this topic is very dismissive of the company and lack of concern for their customers.

Sincerely,

****** *****
Business Response
Date: 03/26/2025
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: 03/28/2025

Complaint: 23106596

I am rejecting this response because:
Airbnb has failed to take responsibility and does not want to continue the dialogue in regards to this matter. Their response is dismissive to my issue.

Sincerely,

****** *****
Business Response
Date: 04/01/2025
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: 04/05/2025

Complaint: 23106596

I am rejecting this response because:
Airbnb gave the same response, it doesn't seem like they are putting in any effort.

Sincerely,

****** *****
Initial Complaint
Date:03/23/2025
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 have been a big user of ********************** because I travel for work. I made a reservation in ***** from February 09- April 11th. I was unaware of the home being up for sale. I was asked to vacate my rental property at least 5 times and to make it presentable for showings. These showings typically occurred on the weekends and during these times I was off and needed to rest and relax. This was very inconvenient and not a good experience. I had also expressed interest in extending my stay to April 27th. The host said that would work but had me issue her a personal check as opposed to paying like I always have through Airbnb. I sent a check for $600 and thought that was very strange to request that outside of Airbnb. My car had been parked in a spot that I was told to park in by the host when a tree branch from the hosts neighbors house fell and caused severe damage to my vehicle. The headlight was broken and bumper detached. I filed a damage report with Airbnb and was told my request would be worked within ***** hours. No one ever got back to me. This entire experience has been horrible and has been horrible and I want Airbnb to remedy my situation. I want a $1200 Airbnb credit applied to my account for future bookings for all the inconvenience of this stay as well as damage to my vehicle.
Business Response
Date: 03/24/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23105293

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 (Mar 23, 2025). Below was the final decision email sent to the user:

{Hi ****,

This is *****, the Support Ambassador that you spoke with over the phone. Thank you so much for the opportunity to talk to you and assist with regard to your concern.

Just a recap of what we've discussed for today:

You contacted us because of your current reservation right now, where your car has been damage because of the tree, and you already contact the Host, but she's claiming that she cannot do anything about since it's her neighbor tree. Aside from that your Host bring other people to check the property also, you wanted to extend your stay and the Host mentioned that you can pay her directly for the extra night and this kind of transaction is already outside Airbnb platform.

I respect your decision not to contact the Host, but don't worry because I will take note and document everything here.

For you to reach out again you can provide this Reference ID *********.

I want to express my sincere gratitude for your understanding. In light of these circumstances, I'll move forward with closing this case. If you have any other questions or concerns, give us a call on our 24-hour International Support hotline ***************.

Thank you for allowing me to be of service, and I truly wish you all the 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,
***** *.
Airbnb
Initial Complaint
Date:03/23/2025
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 have our house listed on Airbnb. The current guests are actively throwing a party and vandalizing the neighborhood. We have called the police several times and they said until Airbnb cancels the reservation they cant do anything. Now neighbors are complaining to the city about the party and we may lose our license to use the house for short term rentals. We have called Airbnb and they refuse to cancel the reservation due to technical difficulties
Business Response
Date: 03/23/2025

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 [Mar 23, 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:03/23/2025
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 had to leave an Airbnb because there were bugs. I was promised a refund and help finding a new place. The refund wasnt the right amount and no one called to help me find the air bnb. I ended up calling multiple times and was told Id be called back. Because of the lack of help from Airbnb I had to sleep in a car with all my stuff! That is so unsafe and the lack of help is unacceptable. I called again and someone said it would take hours to get back to me. I asked for a manager and they said it would take 1-24 hours. I wanted someone to provide the refund I was promised, help find the Airbnb so Im safe and not sleeping in my car, and get back to me when they say they will. When I called again they said they miscalculated the refund but couldnt explain how or why. Because of the issues I asked about the Airbnb service fees being waived and the people I spoke with didnt say they could do anything. All of this is a lot and it seems insane to me that they just keep blowing me off. Im going to have to rebook a place without Airbnb support because I cant continue sleeping in my car.
Business Response
Date: 03/23/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23104939

Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of March 23, 2025. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Airbnb

Customer Answer
Date: 03/26/2025

Complaint: 23104939

I am rejecting this response because:
I was not given the refund that was promised, I havent been given the reimbursement I was promised. I havent gotten a refund in the taxes and fees nor has anyone told me how much the taxes and fees refund would be. No one has addressed or made up for the fact I had to sleep in my car due to air bnb failing to find another property like they promised. Recap:
refund missing.
taxes and fees refund missing
food reimbursement missing
air bnb put me safety i jeopardy due to not following through on the promise to assist in securing housing for me
I do not consider this matter resolved by any means.

Sincerely,

********* *******
Business Response
Date: 03/29/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23104939

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 (March 24). Below was the final decision email sent to the user:

{I appreciate you in taking the call again as I wanted to
ensure that you immediately know that the coupon has been
issued to ensure that you are now able to proceed with a new
reservation.

I truly recognize how hard this situation has been and I am
glad to have been able to help in little ways. I also would
like to thank you for reporting this concern to us as this
would allow us to add the necessary flags for further
assessment of the listing and the host which may result into
a removal on the platform or further consequences.

I shall now proceed on the closure of this case as we've
addressed your concerns of shortening the stay to bypass the
cancellation policy and get a refund on the remaining nights
and have provided assistance to help with your new stay.
When prompted, please click on "No, I'm done" to remove the
Airbnb Support thread.

I hear your frustrations and dissatisfaction with the
services we can offer for these concerns and we always
welcome suggestions on improving our platform for both hosts
and guests. Your insights as a member of our community are
highly appreciated. To submit your suggestions, please visit
our feedback form and describe the feature you'd like us to
implement:

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

We remain committed to providing you with exceptional
service.

AIRBNB SUPPORT}

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

Customer Answer
Date: 04/03/2025

Complaint: 23104939

I am rejecting this response because: The business did not go back the original phone call. On that call I was told that I would get over $700 for a refund along with a refund for taxes and fees. The business is misrepresenting the fact theyve done everything they said they would do. A representative of ******* told me I was getting a refund and made me verbally agree to it and then air bnb didnt honor that agreement, that is why Im rejecting this. Along with the fact no one has made any attempt to reconcile the fact I had to sleep in a car because air bnb failed to honor its promise to find me a place that same day.

Sincerely,

********* *******
Business Response
Date: 04/04/2025
Airbnb
Better Business Bureau Inc.
**********************
****************; 94607
Re: Case # 23104939

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 1, 2025 ). Below was the final decision email sent to the user:

I appreciate you in taking the call again as I wanted to
ensure that you immediately know that the coupon has been
issued to ensure that you are now able to proceed with a new
reservation.

I truly recognize how hard this situation has been and I am
glad to have been able to help in little ways. I also would
like to thank you for reporting this concern to us as this
would allow us to add the necessary flags for further
assessment of the listing and the host which may result into
a removal on the platform or further consequences.

I shall now proceed on the closure of this case as we've
addressed your concerns of shortening the stay to bypass the
cancellation policy and get a refund on the remaining nights
and have provided assistance to help with your new stay.
When prompted, please click on "No, I'm done" to remove the
Airbnb Support thread.

I hear your frustrations and dissatisfaction with the
services we can offer for these concerns and we always
welcome suggestions on improving our platform for both hosts
and guests. Your insights as a member of our community are
highly appreciated. To submit your suggestions, please visit
our feedback form and describe the feature you'd like us to
implement:

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

We remain committed to providing you with exceptional
service.}

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:03/23/2025
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.
This Airbnb that I booked was not as described. I attempted to check in to an Airbnb home that was not safe to be in. I have taken pictures of unsteady house frame, cracked walls, broken stair banisters, home was not in good standing at all. Attempted to resolve matter with property management. ******************* stated they would speak to owners and said in return for partial refund, they would ask that we give them a 5 star ratings I considered it if they were able to resolve my charges with a 100% refund but they refused to give me a final answer. I chose to dispute charges as I did not receive the service I was promised or paid for.I am able to provide detailed photos of unsafe living conditions. Property has an add on 2nd floor that is sustained by a stair ******** that is completely broken. It was hazardous to even do a walk through the home. The home had a bad odor, thick piles of dirt and filth on the carpets, the couches, the stairs, mold on the shower curtain and the list goes on. I was also informed that we booked in an area with high crime rate and car theft. None of which reflects in their star rating which now I believe may be made up ratings. Lastly there was a for sale sign on the front of the property and it looks like it may be being sold by the lender and not the owner which could indicate that this home may be in foreclosure. After no resolution with the property owner I attempted to contact Airbnb support but shortly after I reviewed my experience, I received notification that my review was removed. This is the 2nd time that Airbnb does this where they allow for fake reviews on homes and they remove the real reviews. I will never use them again and they should be shut down for taking peoples money. The first time this happened to me was last year. I thought maybe it was bad luck with the property itself. I am seeing that this is a company scam.
Business Response
Date: 03/23/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23104235

We have reviewed the facts related to the case number <A44603662> 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:03/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked an Airbnb reservation. After I spent my money Airbnb and the host double booked the room. Tying my money up in limbo for 15 business days. Now I cannot book another room. Very shady business practice. As an avid user of the business I am requesting a credit to book another room.
Business Response
Date: 03/23/2025

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 [March 23, 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:03/22/2025
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 due to Airbnbs failure to enforce its cleanliness and quality standards as advertised. I booked a property through Airbnb and arrived after midnight to find trash overflowing outside. Worse, the interior of the property was unsanitary: the sheets were stained and covered with hair, the towels were stained, and the bedding had visible stains. The property was not fit for occupancy.We stayed at the property for less than three hours and left by 3:00 AM without using any amenities. Despite providing immediate documentation and communicating with the host, Airbnb has refused to issue a full refund, offering no genuine assistance in resolving the matter.This experience violates Airbnbs stated standards and customer protection policies. I am seeking a full refund for the stay and better accountability from Airbnb in enforcing its cleanliness standards.
Business Response
Date: 03/23/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23101905

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 22, 2025). Below was the final decision email sent to the user:

{Hello Champaynne,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that we are unable to offer a full refund due to you having a late check-in. As a result, we are unable to consider it as an affected night.

I understand that this resolution is not your preferred outcome, but I hope you understand that we have a policy in place for both parties to make sure that a fair resolution will be provided. I am sorry that you felt that your request for a full refund is being refused, however, I hope you understand that any refund outside the policy that we are enforcing is based on the Host's discretion.

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

If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
*************************************************************

If you need any help or if you have any questions, you may contact us again through our contact support page below, or you can call us anytime, and we are more than happy to help.

Here's the link to our support page: *******************************************************************************

Thank you for your time, and I sincerely hope you have a great day!}

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

Best,
***** *.
Airbnb

Customer Answer
Date: 03/23/2025

Complaint: 23101905

I am rejecting this response because their decision to deny a full refund is unacceptable and fails to address the core issue. The property I booked was in a completely uninhabitable condition due to grossly unsanitary conditions, which violates Airbnbs own standards for cleanliness and habitability.
To reiterate:
Upon arrival after midnight, we found trash overflowing outside the property.
Inside, the sheets were stained and covered with hair, the towels were stained, and the bedding also had visible stains.
The property was entirely unfit for occupancy. We stayed for less than three hours, leaving by 3:00 AM, without using any amenities due to the deplorable conditions.
Airbnbs refusal to provide a full refund under the guise of company policy ignores the fundamental breach of their quality standards and the complete failure to deliver a habitable accommodation. The company is prioritizing policy over fairness and customer protection.
I am requesting that the BBB assist in holding Airbnb accountable to their advertised standards of cleanliness and customer protection. *********************** failure to provide a reasonable resolution warrants further investigation.
Thank you for your attention to this matter.

Sincerely,

Champaynne ********
Business Response
Date: 03/25/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23101905

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 (Mar 22, 2025). Below was the final decision email sent to the user:

{Hello Champaynne,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that we are unable to offer a full refund due to you having a late check-in. As a result, we are unable to consider it as an affected night.

I understand that this resolution is not your preferred outcome, but I hope you understand that we have a policy in place for both parties to make sure that a fair resolution will be provided. I am sorry that you felt that your request for a full refund is being refused, however, I hope you understand that any refund outside the policy that we are enforcing is based on the Host's discretion.

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

If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
*************************************************************

If you need any help or if you have any questions, you may contact us again through our contact support page below, or you can call us anytime, and we are more than happy to help.

Here's the link to our support page: *******************************************************************************

Thank you for your time, and I sincerely hope you have a great day!}

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

Best,
***** *.
Airbnb

Customer Answer
Date: 03/25/2025

Complaint: 23101905

I am rejecting Airbnbs response as their decision to deny a refund is unacceptable and fails to address the core issue. The property I booked was in a completely uninhabitable condition due to grossly unsanitary conditions, which violates Airbnbs own standards for cleanliness and habitability.
To reiterate:
Upon arrival after midnight, we found trash overflowing outside the property.
Inside, the sheets were stained and covered with hair, the towels were stained, and the bedding also had visible stains.
The property was entirely unfit for occupancy. We stayed for less than three hours, leaving by 3:00 AM, without using any amenities due to the deplorable conditions.
Airbnbs refusal to provide a full refund under the guise of company policy ignores the fundamental breach of their quality standards and the complete failure to deliver a habitable accommodation. The company is prioritizing policy over fairness and customer protection.
I am requesting that the BBB assist in holding Airbnb accountable to their advertised standards of cleanliness and customer protection. *********************** failure to provide a reasonable resolution warrants further investigation.
Thank you for your attention to this matter.

Sincerely,

Champaynne ********
Business Response
Date: 03/26/2025
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: 03/26/2025

Complaint: 23101905

I am rejecting Airbnbs response because they have failed to address my actual complaint. Instead of resolving the issue, they provided a generic response about platform improvements, which is irrelevant to my request for a full refund.
My complaint is not a suggestion for Airbnbit is a formal dispute regarding their failure to uphold their own quality standards. The property I booked was unsanitary and uninhabitable, violating Airbnbs policies. Despite my immediate reports, photographic evidence, and compliance with Airbnbs dispute process, they have refused to issue a fair refund.
I request that Airbnb provide a direct and meaningful resolution rather than redirecting me to a feedback form. I urge the BBB to escalate this complaint further.
Sincerely,
Champaynne ********

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