Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s profile for Airbnb, Inc., was created in April 2011. A review of complaints was done in October 2024. Complaints on file state cleanliness concerns.

BBB recommends consumers and hosts to review the following:

Ground rules for Hosts
Ground rules for guests
What to do if the place you're staying isn’t clean at check-in

For additional support, please visit AirBnB's Help Center.

Complaints

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

Customer Complaints Summary

7,310 total complaints in the last 3 years.
2,159 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/26/2025
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.
A recent guest, Juyi, left a review with misleading information. I have tried to get the review removed but I am not getting anywhere because you do not offer the reason "misleading or misrepresenting review." The guest is lying about the roof. She claims there is no mention that the roof sometimes pops but there is. We sent the guest the manual before checking in, but clearly she did not read it. Guests are encouraged to read the manual before checking in so they understand the property. We have never had anyone complain about the roof. Her review is implying we are misleading guests by not mentioning the roof sometimes popping (which is very common in the desert). The guest never reached out to us to let us resolve the issue for her. I am requesting that Airbnb please either remove the review or edit the review so it does not seem like we are misleading guests about the property. I've attached a screengrab of her review and here is the link to the airbnb. Leaving 3 stars was harsh. I would understand 4 stars but 3 is retaliatory. I request that you please remove the review or ask her to edit the review because it is misleading. The airbnb is ********************************************************************************************************************
Business Response
Date: 03/26/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23119188

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 26, 2025). Below was the final decision email sent to the user:

{I am sorry for the inconvenience.

As requested, the review you wrote for Juyi about the HMTTJJ83KC has been removed. Its no longer visible on the Airbnb platform and cant be reposted, nor can you write a new review.

Weve also told Juyi the review is no longer visible.}

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: 03/26/2025

Complaint: 23119188

I am rejecting this response because: Please review what she is saying in her review. She implies we don't mention anything about the roof sometimes popping which sends a message to future guests that we are being deceitful. This will have a devastating affect on the listing in that people will think we are not transparent. We in fact mention it in the manual which is sent to the guest ahead of time. Please remove her listing. It was a retaliatory review and 3 stars is incredibly harsh especially when the guest never reached out to try to have us resolve the issue for us. We always address our guest concerns and strive for excellence. This guest bypassed all the normal routes of communication and wrote an incredible inaccurate review of how we run the property and the listing. Please re-consider removing the review. Thank you for your time.

Sincerely,

******* ******
Business Response
Date: 03/27/2025

Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23119188

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 27, 2025. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

Best,
***** *.
Airbnb

Customer Answer
Date: 03/27/2025

Complaint: 23119188

I am rejecting this response because: I request they allow the review to be removed for false accusations and misleading claims.

Sincerely,

******* ******
Business Response
Date: 03/29/2025
Better Business Bureau Inc.
****************************************
*******, *******; 94607
Re: Case # 23119188

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 26, 2025). Below was the final decision email sent to the user:

{I am sorry for the inconvenience.

As requested, the review you wrote for Juyi about the HMTTJJ83KC has been removed. Its no longer visible on the Airbnb platform and cant be reposted, nor can you write a new review.

Weve also told Juyi the review is no longer visible.}

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
******* B
Customer Answer
Date: 03/31/2025

Complaint: 23119188

I am rejecting this response because: there seems to be misunderstanding. I am asking to remove the review that Juyi wrote for US. She wrote a review that has misleading information about my house, implying we don't mention that the roof sometimes pops when the weather changes. this is not true. Her review of our property is damaging and misleading.

Sincerely,

******* ******
Initial Complaint
Date:03/26/2025
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 purchased a Airbnb Gift Card from *********. I added the gift card to my Airbnb Account. I attempted to use the gift card and book a stay as my account reflected the necessary credit to my account. When trying to book the stay I received a message stating Sorry for the inconvenience, someone from support will be in touch with you soon. I purchased it 11 days ago on March 17th 2025 and as of today Im still unable to actually use my credit. When calling customer service they say that my concern has been escalated and someone from that team will contact me in 24 hours. Well surprise, No one has called. Ive called every few days regarding this concern and each employee goes thru the same script by saying and doing the same thing which ultimately is Nothing
Business Response
Date: 03/26/2025
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 [Sun, 23 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

Customer Answer
Date: 03/26/2025

Complaint: 23118093

I am rejecting this response because: The response list 1/2 truths. They may be working on complaint, however It started the day I purchased the gift card and they have been closing tickets as they state to avoid confusion.

Sincerely,

Shelses *****
Business Response
Date: 03/30/2025
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 [Sun, 30 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:03/25/2025
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.
Airbnb is illegally allowing a new airbnb nightmare tenant to defame me, and airbnb is refusing to delete or even talk to me on the phone about the situation to prevent some future host to be abused snd Stolen from. They are not following their own guidelines and standards or their promise to protect their host from safety issues and thievery and illegal safety issues. They are contributing yo illegal defamation and not allowing ne the opportunity to verbally speak with anyone in their company. They are a scam.
Business Response
Date: 03/26/2025
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 [27 March 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:03/25/2025
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.
Regarding reservation HM9Q3C8SPW A resolution request was submitted please see attachment. Ive been told several times by several **** that is being referred to the correct agent. In the agent tells me the same thing that hes being referred to the correct agent and so and so Ive been told that several times maybeup to 14 times the *** who was supposed to handle this request. He never sent the payout please process the payout accordingly all the documentation was submitted accordingly when resolution request was submitted. The pay request is $1680 for the additional guests. Its unacceptable how Airbnb employees dont take ownership to resolve this issue.
Business Response
Date: 03/26/2025
Better Business Bureau Inc.
*********************************************************************************
Re: Case # 23115021

The complainant is currently working with our specialised customer support teams that handle these types of matters as of 25 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
Customer Answer
Date: 04/01/2025

Complaint: 23115021
please assist with this issue since your team has not handle at all this case

I am rejecting this response because:

Sincerely,

******* Chavary
Business Response
Date: 04/05/2025
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 [5 April, 2025]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
Airbnb.

Customer Answer
Date: 04/08/2025

Complaint: 23115021

I am rejecting this response because:
no one is working in this case, your information is incorrect , I have not received communication in regards to this issue since August last year.
I AM ASKING YOU TO PLEASE ASSIST WITH THIS ISSUE.

Sincerely,

******* Chavary
Business Response
Date: 04/09/2025
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 09 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.
Business Response
Date: 04/10/2025
Airbnb
Better Business Bureau Inc.
**********************
****************; 94607
Re: Case # 23115021

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

{Hi *******,
Thanks for reaching out.

I checked on this for you and wanted to let you know that your dedicated reimbursement request Support Ambassador is still working through your case. As soon as theres more info to share, theyll reach out to you with an update about your reimbursement request.

Please understand that this case will be closed, and our specialized team will get in touch with you through email.}

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:03/25/2025
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.
They took 500 out my 1st renter of my property and I said take me off of instant book they said can't keep booking over ****** people try charge me it's fruad I try cancel they say can't and have active renters no I don't I call to be not on instant booking they try charge me each ***** booking I did not allow booking I had cell banking I get call air b and b do fruad. I need refund 500 and my a cot deleted I not pay deposit of cancel booking I did not approve the
Business Response
Date: 03/25/2025
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 25, 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:03/25/2025
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

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