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

7,310 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:09/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family booked an Airbnb in ******* (one of 3 as we had several delays with our new construction home). We paid $3559.54 entirely up front with a non-refundable policy. Since we were renting in **, we would have assumed the home was treated with professional pest control as all others were. On day one of our stay (9/5/23), we had a very large palmetto bug which I mentioned to the host, but she assured me that there was no infestation, but made it clear she didn't use professional pest control. We gave it time, but were experiencing a lot of small ants in our bedrooms. We finally told the host on 9/14 that we found tons of small ants crawling up and down our curtains in the bedroom; therefore, getting onto our bed. I asked her to come and remedy the situation. She came the next day and used "natural" pesticide of her own, but would not send a professional to treat. There were less ants for a few days. Fast forward to 9/18, we found an influx of ants in our bedroom again and asked her to have the home professionally treated. She said we had the option of leaving, but there was nothing else she could do. Finally, on 9/19, I messaged the host again that we were leaving immediately as the ants infested my children's beds (ages 1 and 4) and they had rashes and bites all over their bodies. I notified Airbnb resolution team ASAP and relocated my family to another Airbnb. My children were seen by their doctors and I provided documentation proving the bites as well as pictures. Since contacting Airbnb support on 9/19 (it's now 9/22), they have yet to provide me with any refund nor shown any urgency. I was promised calls back by 4 reps who didn't call me back. I finally escalated the issue to a manager today and I still have not received a resolution. I keep being told it's being reviewed. Airbnb has a responsibility to ensure safety above all else to their guests. I am seeking a full refund for the health issues we've endured and lack of support shown to us by Airbnb.
Business Response
Date: 09/23/2023
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 [23 Sep 2023]. 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: 09/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:09/21/2023
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.
9/20/23 I booked a place on Airbnb and was told I could change date by host. Sent in request and host denied it. We cant go because the group has covid. Its unsafe to have a house full of people with covid come and then when we leave let more people in. Also the host was very rude and threatening and I didnt feel safe going to the place anymore. Airbnb wont help out and doesnt care so I am out $500. Its not right what they are doing. They are scamming people out of money.
Business Response
Date: 09/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20639429

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [Sep 22, 2023]. 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:09/21/2023
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 a listed Airbnb apartment in ********, Illnois from 9/14/23-9/18/23. Apartment unit and address was ********************, Apartment 40-1.When I went to check out the bathroom, I found a 3.5 (approx) claw foot iron bathtub with a shower inside. It involves a lot of difficulty getting in and out because there were no safety rails.I turned 70 on 9/15/23, and in relatively good health, but could have slipped and fallen with a severe injury (it's an accident waiting to happen).The lisitng had a cropped photo of the bathtub, and didn't highlight this issue at all (may have been illegal which I reported to the town of ******** building department). The photo on Airbnb showed a cropped photo of the shower, without showing the full situation. At the very least, this should have been disclosed as some people have disabilities and couldn't use the shower at all.I'm putting the blame for this on Airbnb because they didn't do due dilgence with the listing asking for detailed photos of the apartment, or any safety inspections to insure they were not doing business with a potential dangerous hazard.
Business Response
Date: 09/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20638929
We have reviewed the facts related to the case number 20638929 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: 09/24/2023

Complaint: 20638929
I'm rejecting this response because: The amount of the refund was not sufficient (only ***** from the host) according to Airbnb.
The host of the Airbnb did offer a full refund if I found another situation on 9/16/23 unrelated to the bathtub issue, but related to an upstairs client making a disturbance with noise at 1:15 AM and 11:00 PM without due consideration. I couldn't find a reasonable accomdation in the area, since the hotels were all booked up and would have involved travel in ******* with no car for hotels way above what I originally spent.
The real issue here is the bathtub/shower which was not fixed when I was there. Airbnb claimed my photo of the bathroom represented what the client showed them or what was in the listing. The listing showed a cropped image of a shower curtain, and not the full bathtub, not did they describe it as an issue for the elderly (I'm 70), or people with disabilities.
If the town of Oak Park which I have reported this issue to, issues an order to fix this, I will open this case again and ask Airbnb for a full refund direclty from them since they are responsible for checking who they do business with to insure people aren't hurt or injured.
Note: airbnb_bath_web.docx is from the Airbnb listing on the Internet
bathtub_shower.jpg is a photo I took.

Please keep this open, until the town of oak park issues a full report.

Sincerely,

*****************************
Business Response
Date: 09/25/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20638929

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

Hello *******,

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 unfortunately, we can't proceed with any further assistance since you already made the complaint outside the platform.

We understand that this might not be what youd hoped for, but we came to this outcome because we've further reviewed your case thoroughly and still come up with same decision.

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:
airbnb.com/feedback

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.
Regards,
***** P

Customer Answer
Date: 09/26/2023

Complaint: 20638929

I am rejecting this response because:

They lied about the bathtub situation, claiming my photo and the web site photo were the same.
They have not addressed the dangerous issue with the bathroom and it Will potentially result in possible injury to future clients.
The town of oak park will be investigating this to see if its a code violation.

if it fact it is I want to see Airbnb tell the host to fix the issue, or add safety railings and if they fail to do so, I want they to cease doing business with them.

I would also request any communication they have had with the property owner to confirm they have communicated this to them without washing their hands of it and putting others at risk.

Im not asking for any further refunds at this time, but did consider filing a small claims court case, which I may do in the future if they dont present any evidence this issue has berm resolved for other clients.

Sincerely,

*****************************
Business Response
Date: 09/26/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20638929

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 (September 26,2023). Below was the final decision email sent to the user:

{Hello *******,

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 unfortunately, we can't proceed with any further assistance since you already made the complaint outside the platform.

We understand that this might not be what youd hoped for, but we came to this outcome because we've further reviewed your case thoroughly and still come up with same decision.

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:
airbnb.com/feedback

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.
Bella
Airbnb

Customer Answer
Date: 09/27/2023

Complaint: 20638929

I am rejecting this response because: Airbnb has not indicated they will take any action to fix the problem with their clients bathtub/shower combination putting other customers at risk for serious injury, Instead they continue to list the apartments without any follow up or modification.
Im not asking for any further money at this time, but if the city of ************* determines the bathroom/shower combination is in any way a violation of building codes in their jurisdiction, I will file a smalls claims action for a full refund againstco both the client of Airbnb and Airbnb itself.

I have enough documentation now in this complaint to use in a legal action if I decide so in the future.

Sincerely,

*****************************
Initial Complaint
Date:09/21/2023
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.
8/3/23 I clicked on the airbnb app for a possible reservation for 8/4/to 8/7/23. The app explained that I could click so that I could contact the host before completing my reservation, I needed to know the address so that I could decide if we could stay there. Instead, after the click, my reservation was immediately confirmed without me talking to the host and finding the location so that I could decide if we could stay there. Also my credit card was immediately declined. I immediately notified airbnb. I thought that was the end of it.8/10/23 my bank account was debited $4,712.80 without my knowledge or approval and the host knew I did not use the services. On 9/13/23 I reached out to airbnb. They reached out to the host who preferred to keep the $4.712.80 and refused to refund me so airbnb closed the case. I was not informed that airbnb took any action against the host for this. Airbnb should not have allowed this to happen.One click on the airbnb app cost me $4,712.80 for no services received.
Business Response
Date: 09/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20638426

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Sep 22,2023. 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:09/21/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing this because AirBnb is operating deceptively & immorally on several occasions which leads me to this complaint. I initially booked with AirBnb for the first time ever on (4/24/23-4/25/23) Upon booking with ************ residence in downtown *****, the host of the property ****** informed me it was a shared AirBnb, despite that not being in the description on the platform. I complained about this fact to AirBnb stating it was a security and privacy issue. AirBNB stated they had to investigate but could not provide resolve over the phone and instead hung up on my face mid-call. I also formally complained regarding my second stay with their business which occurred (July ***** 2023) at the * hotel located at Icon downtown *****. Unfortunately the place was not properly cleaned upon my arrival and had a fowl odor in the bedroom as well as stains on the bedding and shower curtains, which is a health hazard. This is since the property and/or cleaner hired did not do laundry from the prior booking before my stay. I expressed my disappointment and asked for recourse and compensation due to the bad service and deceptive bookings. AirBnb refused and instead were very rude unprofessional and inconsiderate. I would like the BBB to seek compensation on my behalf since AirBnb refuses to properly resolve and investigate my concerns. I was never refunded for my stays based on my complaints with their company, i paid $260.59 for my (4/24/23-4/25/23) stay, as well as $1102.72 for my (7/21/23-7/24/23) stay. Due to these bad experiences I cancelled my most recent booking (9/29/23-10/1/23) for the amount of $558.05 in less than two hours, due to their unprofessionalism and subpar customer service. ********************** refused to refund the full amount and instead provide a partial amount of $339.07, which I still havent received and was instead told it will take ***** business days to reflect on my account, despite the entire $558.05 debiting out of my account in less than 24 hours.
Business Response
Date: 09/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20637262

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Sep 22,2023. 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: 09/22/2023

Complaint: 20637262

I am rejecting this response because:

This is inaccurate information once again being given by AirBnb, (as I have mentioned in my formal complaint with the BBB), the call where the agent suggested an investigation would be initiated, is the Same call where the agent rudely hung up mid-call. I believe this is an act of deflection on AirBnbs part to portray theyre seeking resolve for my concerns however are in fact not. i.e., Airbnbs deceptive hosting description where it fails to state the host stayed in the Airbnb with guests. (such as my Airbnb stay on 4/24/23-4/25/23) This fact is provable because other guests have also complained about the same thing at that stay in the review section. This is an overall privacy and security issue which Airbnb is failing to acknowledge, let alone provide resolution and/or compensation which is alarming. Ever since the agent hung up mid-call claiming an investigation was ensued, there has been no word, or call-back regarding my complaints with their company, which is why I am seeking compensation through the BBB. This is compared to seeking a common ground with AirBnb directly since theyre clearly avoiding said issue per their response in their recent statement. I also would like to mention another hosting i stayed at, (7/21/23-7/24/23) where there were cleanliness concerns which i described in the review section regarding my dissatisfaction of that host not cleaning the property upon my arrival, which is also a public health concern. The living room rug was folded with track **** stains on it, ****s on the marble floors, which leads me to believe it wasnt swept/mopped, and a Foul Odor in the bed room emanating from the bedding. Clearly their cleaner person did not complete their daily laundry tasks which is disgusting, not to mention COVID is still a thing with new variants being threatened daily. There were stains on the white bedding as well as the shower curtains, not to mention there was no tub stopper and the jets in the tub were broken. Clearly maintenance of this property is subpar at best, which is why i called AirBnb to see if they would at least provide some type of resolution, compensation, discount, ANYTHING in ensure my future stays would be more pleasant, compared to the horrible customer experience i am receiving with **********************. I believe its Airbnbs duty to seek resolve, as well as contact my previous stays to make sure this is not a continuous occurrence. However, Airbnb is failing to acknowledge, and provide these resolutions despite claiming they are. Once again, no one has contacted me since my call to their business to express my dissatisfaction, which is definitely preventing me from booking with then again. I am seeking compensation for my two stays with this company due to their unprofessionalism, lack of cleanliness, and threats to security & privacy.

Sincerely,

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

Business Response
Date: 09/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20637262

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 Sep 23,2023. Below was the final decision email sent to the user:

{Hello ***,

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 the reservation,HMNB2XCBTM has a partial refund because it was cancelled with policy refund. The other reservation HMN8NYEZE8 you are requesting for a refund is a past reservation way back from April which is more than 48 hours , and no report sent to the Host . This is not eligible for our Air cover policy.

We understand that this might not be what youd hoped for, but we came to this outcome because of our Aircover policy.

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

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

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: 09/25/2023

Complaint: 20637262

I am rejecting this response.

Sincerely,

*****************************
Initial Complaint
Date:09/21/2023
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.
On August 18th we entered our Airbnb to find a home with a number of damages from previous tenants, a piece of furniture was broken, hundreds of small dart holes were present in the wall near a dart board, a broken outlet cover was also near the dart board, and a number of other issues with the home. We were in a secluded area and these damages did not greatly affect our experience so we enjoyed our stay, followed all checkout proceeedures, and left the residence in the same manner with which we found it. To our shock, the homeowner immediately replied to us upon checkout that we were responsible for ALL of the damage and he asked for $478 for repairs and replacments. I kindly explained to him that these damages were present upon check-in but he insisted we pay. Airbnb got involved and while they exhonerated us from the charges related to the hundred of holes in the wall from the darts, they held us responsible for other damages despite no evidence from the owner that WE caused the damage. We disputed with Airbnb and without any rationale they again sided with the host despite lacing any evidence and in light of the fact that the owner had already falsly accused us of the other charges. It takes a simple ****** search to determine that dozens of other customers have had to deal with unethical Airbnb hosts trying to use this avenue to replace furniture in their airbnb rentals since it is understood Airbnb generally sides with the hosts due to lack of evidence from the renters. I would request that Airbnb protect their guests from this predatory behavior and refund me the money that they have unjustly charged me for damages that we did not cause.
Business Response
Date: 09/21/2023
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 [22 Sep 2023]. 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:09/21/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Airbnb is practicing deceptive tactics by showing a lower price per night on their search page but when you go to checkout the price per night raises substantially despite having my settings set to show me the total after taxes and fees included. I took screenshots and sent them to a customer support agent and was met with the prices are the same just shown in different ways. We suggest you use this form to pass the feedback along to our teamYeah the price IS shown in different ways which is extremely deceptive and a way to Airbnb to get more money from its customers. Because of this, I will now be sending my screenshots to every media outlet to let people know what fraudulent company Airbnb is.
Business Response
Date: 09/21/2023
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 Sept 21, 2023. 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:09/21/2023
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.
Airbnb is charging me for a place I never stayed at. Not only was this place unsafe given the only entrance and exit being a garage door, the room was misrepresented in the photos with multiple discrepancies, one example being a non working tv just set on top of a table on the side of the wall. I will be leaving the platform, I do not feel safe using airbnb any longer and will not allow someone with the help of airbnb to scam me out of money.
Business Response
Date: 09/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20635664

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 (September 21, 2023). Below was the final decision email sent to the user:

{Hello *****,

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 any amount of refund in this case is up to your Host's discretion.

As advised, a refund amount of $51.00 was processed to your original payment method Klarna. This $51.00 was full refund of the 1 night that the Host was able to rebooked excluding clesning fees, service fees, and taxes.

Refunds are sent right away on our side, but your bank or credit card issuer may take longer to get it to youit all depends on how you paid and where you live. For Klarna, it usually takes up to 5-7 business days for them to reflect the funds back to your account. You can always reach out to your bank to expedite the funds if ever needed.

You can visit our *********** for more info on your specific payment method:

airbnb.com/help/article/1967

We understand that this might not be what youd hoped for, but we came to this outcome because of our Aircover Policy here:
********************************************************

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:
airbnb.com/feedback

Best regards,
Row}

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
Initial Complaint
Date:09/20/2023
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 rented a property on June 26, 2023, from AIRBNB. Reservation code HMYMRRMHMS. The host "Monthz Stays" a.k.a ************** is a private leasing agency that advertises dozens of properties on the AIRBNB platform. Airbnb allowed the host to publish listings that force the renter to make cash payments outside of the AIRBNB platform. The host of the rental collected $223 (or ***** Thai Baht) for a security deposit. I checked out on July 26, 2023, and the host claimed he would send back my security deposit through AIRBNB resolution center. The host did not return my security deposit. Additionally, the host did not properly register me as a renter with Thai authorities as required by law. As a result, the police issued me a citation. A member of the AIRBNB "specialized team" promised to issue a "coupon" for the police citation, however, this was a complete lie, and AIRBNB provided no compensation or coupon.Airbnb has been providing canned responses to multiple complaints submitted through their platform. The customer service is abhorrent. ********************** agents are unprofessional, and will disconnect calls and close tickets on the Airbnb messaging center.
Business Response
Date: 09/21/2023
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 [September 13, 2023]. 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: 09/21/2023

Complaint: 20634376

I am rejecting this response because: The response received from AIRBNB is patently false. AIRBNB agents lie profusely while submitting canned responses. AIRBNB has offered no resolution whatsoever, and continues to skirt the issues and deny responsibility. AIRBNB has been advised that the next course of action will be formal arbitration if this matter is not resolved.

Sincerely,

***********************************
Business Response
Date: 09/22/2023
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 [September 22, 2023]. 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: 09/22/2023

Complaint: 20634376

I am rejecting this response because: AIRBNB is lying in response to this claim. AIRBNB is refusing to offer assistance. AIRBNB has closed all complaint tickets, and is refusing to assist. AIRBNB collected fees for services that it has failed/refused to provide.

Sincerely,

***********************************
Business Response
Date: 09/23/2023
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 [23 Sep 2023]. 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: 09/26/2023

Complaint: 20634376

I am rejecting this response because: The response provided by AIRBNB is automated. Absolutely unacceptable.

Sincerely,

***********************************
Initial Complaint
Date:09/20/2023
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.
Yes I have been dealing with this for almost a month and you have no clue to the situation. I have explained time and time again! To more than 15 workers for Airbnb and your asking me for the hundredth time! This has become a major staple now in my day to day life. I stress and worry everyday. There has been no contact with Airbnb after I explained all these times! My family has reached a conclusion that racism and terrible customer service is what you receive when you look and talk a different way. I also express our feelings in a respectful manner but Airbnb takes our suggestions down, remove our thoughts and honest feelings! No regards! This has been one of the worst times I ever had and with my family and children!! Airbnb really has changed our thoughts and mind frame when it comes to being fair and equal. Totally disrespectful pepper if you dnt have the work or transcript of this h*** that Ive gone through and still going through, then I will ask and beg of you to pass this case on to someone that comprehends racism a little more, because if you did you wouldnt keep asking me questions that are clearly noted in account and clearly has transcripts of all messages because I make sure to message and email to make sure this h*** of a month is totally documented! I never dealt with this and I been using Airbnb for years!! Please again, everyone has a boss or supervisor please for this month, refer me to regional manager, your supervisor of Airbnb or a supervisor with a title I can see on your companys hedge Again this has been another attempt to deflect. Everyone should be treat equal!
Business Response
Date: 09/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20634198
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: 09/21/2023

Complaint: 20634198

I am rejecting this response because:
The confirmation code: Hmshdnf5hw
****** Barfield
This has been a month of disregards
Sincerely,

********
Business Response
Date: 09/21/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20634198
We have reviewed the facts related to the case number 20634198 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: 09/22/2023

Complaint: 20634198

I am rejecting this response because: No one has contacted me in a respectful manner only between 11pm-4am!! I am stressing over the fact that the letter says and said from past someone will contact me in a secured manner agreed on! This is total disregard!!
I have been discriminated against!
I have been harassed!
I have been lied to!
I have been lied on!
But the biggest is not one person has taken my side of my situation down!
No one has asked me for my story so how could Airbnb know?
Or fix problem???
How can you come up with a solution if you dnt have my side? My facts? Because I havent had the supervisor manager or regional manager contact me!! No one contacts me back!!! Why is this???
More discriminatory acts because if Im saying no one has my story then what facts have you or went over?? How have you come to that conclusion as you say?????
Sincerely,
*****************************
Business Response
Date: 09/22/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20634198

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 Sep 20,2023. Below was the final decision email sent to the user:

{Hi ******,

It's Pepper here again! Thank you for submitting your feedback about the feature. We're always working to make our platform more inclusive for our diverse group of users.

We truly value your feedback your voice is both powerful and essential. Ill be sure to pass your thoughts on to the right team.

You can also read more about Airbnbs work to fight discrimination by visiting the links below.

Airbnbs Nondiscrimination Policy: Our Commitment to Inclusion and Respect
*************************************************************************************************************************************************************

Airbnbs Work to Fight Discrimination and ***************
*****************************************************************************************************************************************************

Kind 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: 09/25/2023

Complaint: 20634198

I am rejecting this response because: This wasnt the issue from my stay. This is the most confusing matter. This another deferring method, bc I havent spoken or text the situation, nor have I given my side of what happened! So how is it the matter has been close? Do Airbnb not speak or message to find out the problem? Because I have been waiting ever since!! My question is how and you still have my money! Nor have I received the call that Im still waiting for?
I have all methods of communication from the time Ive been waiting and still waiting!
My family was harassed and felt threatened, not to mention all the other factors that hasnt even been discussed! Not one supervisor has called as they said they would, this is the most discriminatory acts ever known, your telling me that nothing is to be heard from me. Ok.

Sincerely,

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

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