Complaints

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

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Airbnb, Inc. has 19 locations, listed below.

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  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB

  942 Marion Way Sunnyvale, CA 94087

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  Airbnb, Inc.

  2851 66th Way N Saint Petersburg, FL 33710-3144

• 

  Airbnb, Inc.

  281 W 4th St Chuluota, FL 32766-8906

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:07/22/2023

  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.

  Airbnb despite the cancellation policy forced me to refund a guest. It took more than 24 hours to process tbd request and I was harassed by employees despite requesting to be left alone for 72 hours for emotional and physical well-being. Upon continued harassment, I asked since it was taking so long to process the request and Airbnb blocked me from making money that Airbnb allow reimburse me for that evening. The service rep agreed and confirmed *** would. It was never done When I contacted Airbnb I was told I forced her to agree and they would not honor it. When I escalated to a supervisor, they noted that Airbnb had a policy that prevented this. The supervisor refused to share eve policy. And the supervisor said they would not honor the offer.

  Business Response

  Date: 07/23/2023

  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 Jul 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: 07/23/2023

   
  Complaint: 20361985
  
  I am rejecting this response because: this is untrue. Airbnb closed the issue. I wrote back in and let them know that the story changed and was untrue and that there were witnesses they wrote back and told me it was resolved.

   

  This is ****** from Airbnb that you just spoke to over the phone. It was a pleasure meeting you today and was able to assist you.
  
  Just to make sure you get all the information you need, here is what we talked about: You wanted to get a refund for the time that it took to come to a conclusion.
  
  After further review and listening to the call from the agent. We were able to see that a refund was not promised and unfortunately we can not honor a refund.
  
  You stated that you recorded the conversation, I have informed you that I do not consent to any external recordings.
  
  I will inform your Assigned Support Ambassador to open a new case and escalate your claims case.
  
  I appreciate your time speaking with me and sharing your experience. Since no further action is needed, Ill go ahead and close this communication thread. If you do need us, please dont be shy to contact us again through the link below:
  
  *******************************************************
  
  Here is a *********** article to further assist with any additional questions or concerns.
  
  *******************************************************************
  
  ********************************************************
  
  It's been a pleasure helping youwe're lucky to have you in our community.
  
  Best,
  ******
  

  Here is where this is untrue:

  Last week, it took a very long time to resolve an issue with a guest who wished not to stay. Despite booking non reimbursable and canceling after checkin, it took 24 hours to remove from calendar and prevented another guest from booking.
  

  Representatives continue d to reach out ignoring requests to leave me alone for my emotional health until Monday. One representative reached out And did nothing. I asked her since it was taking so long to provide payment for another night since it was preventing it from booking.
  

  I asked, will you also ensure I receive payment for tonight since its taking so long? She said , yes.  I asked her to confirm she said yes.
  

  She did. A support agent looked into this. And said she did indeed say yes. That was ****** She told me that eve if I made the offer and the agent accepted, it was a valid offer.
  

  ******, her supervisor, despite confirming the above to ***** just as I typed here said ir wools not be honored because I forced the agent to say yes.
  

  ******, her supervisor, despite confirming the above to ***** just as I typed here said ir wools not be honored because I forced the agent to say yes.

  I had witnesses who heard the conversation and can testify that the offer was accepted and confirmed by Airbnb 

  thank you for your support.  Its not possible without you.

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

  Business Response

  Date: 07/24/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  
  Re: Case #********
  
  We have reviewed the facts related to the case number <********> and considered the proposed resolution.

  In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns. 
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  Airbnb

  
  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20361985
  
  

  100% untrue. They have done nothing. 

  Business Response

  Date: 07/26/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20361985

  The complainant is currently working with our specialized customer support teams that handle these types of matters as of 26 July 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: 07/26/2023

   
  Complaint: 20361985
  
  I am rejecting this response because: this is untrue. They marked it as closed today. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/22/2023

  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.

  RE Case #************* I have called and messaged Airbnb several times regarding this issue. The payout to the cohost has been significantly delayed (for 2 reservations: checkin on 7/9 and 7/10). I was told payout should be processed by end of July 20. It is now July 22 and the payout still shows as pending. I have also requested to speak to a supervisor several times. Representatives have repeatedly ignored my request to speak to a supervisor and failed to provide an explanation as to why the payout is delayed. I tried to call Airbnb on 7/22 and requested to speak to a supervisor, but was told to wait for a call back.

  Business Response

  Date: 07/22/2023

  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 21 July 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:07/22/2023

  Type:Service or Repair 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.

  Booked an Airbnb for a family vacation , not even within 24 hours of being there did we see two huge cockroaches in the rooms where people would be sleeping , on top of that damaged toilet paper holder , bathroom faucet , and dirty items in the washing machine . On top of that the tvs did not work although they were advertised on the listing . I believe something like ants or flies arent a big deal but COCKROACHES are a health issue , clearly means the house is unkept . Contacted airbnb and the representative said they would assist me and after waiting over 24 hours they handed me off to someone else who told me they would review the conversation and then communicate with me so i wouldnt have to repeat myself and THEY NEVER RESPONDED , its been 12 entire hours and no response . The customer service is absolutely terrible. We spent **** on this home and it is not worth the money . We requested a refund within 24 hours of checking in so we could book another airbnb that felt more clean and comfortable but have been ignored by the host and the customer service ********************** team . Its like no one even cares which is not fair to us , as we have kids and staying their as well . Very unprofessional of airbnb to not even care to respond within a certain time frame when its been over ******************************************************* anyway !! Very disappointed, airbnb does not assist their customers theres no protection for customers

  Business Response

  Date: 07/22/2023

  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 [July 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: 07/22/2023

   
  Complaint: 20360028
  
  I am rejecting this response because:
  It has now been 16 hours since i have gotten a response from the representative , **************************************************************** solution has been made to assist . Absolutely ridiculous 
  Sincerely,
  
  ****************

  Business Response

  Date: 07/25/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #  20360028

  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 July 24, 2023.  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: 07/25/2023

  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:07/21/2023

  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 rented a home for a family vacation in June. The listing promoted that there was 2 ** chargers at the residence, as well as a "dog friendly" outdoor unpaved area. This was completely inaccurate, there was only 1 ** outlet, not a charger, and we ended up getting stuck at the residence because we did not have enough charge to drive to a local charger, thinking we would be able to charge at the residence. The Host did not disclose that we would need to bring a cable to be able to charge our ** vehicle. The dog area/run the Host promoted was covered in burrs, which got stuck all over our Goldendoodles fur. It was not kept-up or maintained, even though I followed policy, paid her the $100 to bring my dogs, and let her know ahead of time which means she had the opportunity and knowledge she should have the dog run maintained and all burrs removed. When I reached out to the Host about the burrs, she told me she would have a handyman come the next day, but he never did come. I also reached out to her about the ** charging situation to which she just said "sorry for the inconvenience." There was no help or resolution from her for this issue. Airbnb offers a policy called "AirCover" which claims has "Get-What-You-Booked Guarantee: If at any time during your stay you find your listing isn't as advertisedfor example, the refrigerator stops working and your Host cant easily fix it, or it has fewer bedrooms than listedyou'll have three days to report it and well find you a similar or better home, or well refund you." This is taken directly from their website: ******************************************************** Airbnb declined my AirCover claim even though the listing was not as advertised and I submitted the claim within the three day window. I posted a 3/5 star review to which Airbnb took down after the Host asked them to. They reinstated it for me, but they took it down after the host complained again. Shady business practice that are all on the Host side, NOT guests.

  Business Response

  Date: 07/22/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20359925
  
  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 (July 22, 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 under our policy, users may not write biased reviews as a form of retaliation against another user.
  
  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.

  ******

  Airbnb

  
  

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20359925
  
  I am rejecting this response because one of your ambassadors worked with me to reinstate my review after careful consideration and decision it was not a retaliatory review. The host then complained again and another ambassador did not review the case and removed just because she asked. Your quick response to my complaint to the BBB goes to show youre business takes no consideration on the full case. ALSO, there is no acknowledgment here of my request for refund due to AirCover policy. I would like a response to that as well. TAKE TIME TO READ PLEASE. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/24/2023

  Airbnb
  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20359925
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team had already issued their final decision on this matter. Please refer to our direct correspondence on 22 July 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 under our policy, users may not write biased reviews as a form of retaliation against another user.
  
  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: 07/27/2023

   
  Complaint: 20359925
  
  I am rejecting this response because: There was a reason an Airbnb Ambassador reinstated my review. She reviewed it carefully and decided it was not retaliatory. I wrote a fair and accurate review of the Hosts residence. Why was another ambassador able to go against her findings and remove it? To me, there is shady business practices being done in that Hosts are paying off Airbnb to remove reviews. I hope the BBB can look further into this. As well as for the AirCover claim I submitted. Why was this claim denied? 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/27/2023

  Airbnb
  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 20359925
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team had already issued their final decision on this matter. Please refer to our direct correspondence on 22 July 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 under our policy, users may not write biased reviews as a form of retaliation against another user.
  
  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,

  *****

  Airbnb

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20359925
  
  I am rejecting this response because its bogus and sent by a bot.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  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.

  My wife and Is 9 year anniversary is coming up in 3 days and our reservation and both accounts have been banned. We both have great reviews and have done nothing wrong so Im not understanding why our accounts have been banned.

  Business Response

  Date: 07/22/2023

  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 [July 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:07/21/2023

  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.

  Date of transaction: Receipt ID: ********** June 4, 2023 Price breakdown: $103.20 x 50 night = $5160.00 20% discount: -$1032.00 Cleaning fee: $85.00 Service fee: $447.32 Taxes: $489.76 Total: $5150.08 First payment: $3055.82 I went to the listing property on June 24, 2023 and found the listing is fraudulent.There are four reasons why the listing is fraudulent:1.The listing is advertised as an entire home, but it is actually a shared home.2.The host claimed there was a kitchen, but there is no kitchen available.3.The host assured me that WiFi would be provided, knowing that it is crucial for my work-from-home needs. However, the WiFi signal is extremely unstable, causing frequent disconnections.4.The place was in a highly unsanitary condition, with a significant level of dirtiness.These four factors clearly demonstrate the fraudulent nature of the listing. I complained to the host and moved out the next morning. The host of the listing agreed to provide a full refund. But Airbnb refused to provide me a full refund, not even a correct receipt. Airbnb refunded me -$1206.99 & -$1221.96 on June 25, 2023. I still paid $3055.82-$1206.99-$1221.96=$626.87 I am requesting Airbnb to refund the remaining amount of $626.87 to me. As a platform, Airbnb bears the responsibility of ensuring that the listing accurately represents the true condition of the property. Airbnb should not have the authority to charge for customer service when the listing itself was fraudulent, and moreover, no service was provided by Airbnb at all.

  Business Response

  Date: 07/22/2023

  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 [July 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: 07/23/2023

   
  Complaint: 20359888
  
  I am rejecting this response because: 

  Airbnb has refused to provide a refund for the remaining balance of $626.87, and disappointingly, they have not offered any explanation for how they arrived at this specific amount. Their reason for denying the refund is that the host was not authorized to issue such a sum (as mentioned in the attached emails).

  
  However, the truth of the matter is clear: Airbnb only processed a payment of $123 to the host. It is unacceptable for Airbnb to shift their responsibility onto the host and deceive their customers in this manner. Furthermore, the decision to refund or not should not be left to the host, when the listing itself was fraudulent.

  I am requesting a refund of $626.87, as this is the appropriate amount owed to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/24/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20359888

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as ofJuly 25,2023. 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: 07/25/2023

   
  Complaint: 20359888
  
  I am rejecting this response because:

  On 7/23/2023, Airbnb declined my refund request, and they followed up with a call stating that they are unable to take any further action. The case is closed 2 days ago from Airbnb's end.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/26/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on (Jul 04, 2023). Below was the final decision email sent to the user:
  
  {Thank you very much for your response *****, We're sorry that this is not the resolution that you expected we already review this multiple times and as we mentioned service fee and taxes are non-refundable we understand the frustration that this could cause, but we're following Airbnb policies and guidelines in this case.
  
  If you decide to proceed with the BBB and FTC please call us at *************** or *************** and let us know when you have a legal document for let you know the next steps.
  
  Thank you for reaching out to Airbnb Community Support Team, we are here for you whenever you need us at:
  
  www.airbnb.com/help
  
  Since you don't have another question, I'm going close your case.
  
  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.

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

  Airbnb

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20359888
  
  I am rejecting this response because:
  Please provide the breakdown of amount $626.87. 

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

• Initial Complaint

  Date:07/21/2023

  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.

  My partner and I booked an airbnb in March 2023 on Mare Island, ********** based on positive reviews. However, the airbnb was grossly overpriced for what it ended up being. We were asked to keep the heat off when not in home, which left the home freezing upon arrival. When it rained, the roof began flooding the home. We were forced to flee and given no help by airbnb support to secure a quick home. We asked for a fair reimbursement for this stay and we're given no reimbursement! Instead, they offered a lame "coupon" basically for the rebook fee. Less than 200 dollars. It wasn't a reimbursement at all. Further, when I attempted to use the coupon twice I was informed I should have read the fine print that says it's a one time use. So, even that was a disappointment and loss. After leaving an honest review about the unsafe and rip off airbnb the host texted my partner and then also I boxed me about her unhappiness that we told the truth, basically. Further, when we were flooded out the host was nowhere to be seen. Her house sitter informed us that she had traveled to ******. Yet, the host texted us lying and said she was busy at the neighbor's home. So weird.

  Business Response

  Date: 07/22/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #  20359108
  Regrettably, we are unable to locate a reservation with the information provided within the complaint. In order to proceed with our review, please provide the reservation code associated with this issue. 
  Sincerely,
  Airbnb
  
  

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20359108
  
  I am rejecting this response because you still need the reservation code. Here it is:

  HMNTWMYYCH

  The host name is Amna 

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

  Business Response

  Date: 07/25/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20359108
  
  Unfortunately, the reservation code provided by you is under a different user's account. So, we won't be able to provide any information to you in accordance to our privacy policy.I would request you to ask the primary account holder to contact us directly to resolve this issue.

  Sincerely,

  *******
  Airbnb
  

  
  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20359108
  
  I am rejecting this response because it is my account.  I might have two. ******************* and ********************** 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2023

  Airbnb
  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on ********. Below was the final decision email sent to the user:
  
  {Hi Jerilea,
  
  This is **** again, from Airbnb. How are you doing today? I hope youre well and safe. Thank you so much for getting back to me, and I sincerely apologize for the delay of my response as I was already out of the office when I received your message, but thank you so much for your patience.
  
  I would be happy to talk with you on the phone so that I can quickly respond to all of your inquiries and help you further.
  
  Unfortunately, I am unable to do so because of the different time zones.
  
  We do apologize that your Host didn't meet your expectations during your stay and that you felt like your trip was ruined.
  
  I have kept this as a feedback as well on what you had experienced.
  
  Not all Hosts have the same behavior as what you experienced.
  
  One thing that I can guarantee is that we have documented everything and we will flag the Host account so if in any case this happens again, there will be proper documentation and it will progress since we don't tolerate any violation from the Host.
  
  We have provided you with a coupon VDUNMKKWZNYU for $178.00.
  
  This will expire on 2024-03-11.
  
  This coupon is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
  
  If you have an Airbnb coupon code youd like to use towards a new reservation, you can add it on the checkout page. For instructions, see our *********** article:
  www.airbnb.com/help/article/160
  
  If youre having trouble with your code, double check to make sure youre entering it correctly, or refer to our *********** to learn more about coupon code restrictions:
  
  www.airbnb.com/help/article/1352
  
  You can also find the coupon code by going to Account Settings > Payment Methods > Your Coupons.
  
  If your reservation is canceled by your Host, we'll automatically give you a full refund. You'll receive an email confirming the full refund, with a link to check on the status.
  
  Please check this link for more information.
  
  www.airbnb.com/help/article/170
  
  I'm so happy that I was able to make you happy despite what had happened. I'm glad to hear that it's all been sorted. It really was my pleasure helping you! 
  
  I hope I was able to help you with everything. In the meantime, we will consider this case resolved, and if there is anything else that I can do for you, please do not hesitate to get in contact again as I would be more than happy to help you in any way I can.
  
  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:07/21/2023

  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.

  Email *************************** Hello I am very upset how this situation is being taken care of I spent numerous and several hours on the phone with customer service and I feel like they dont understand what Im saying they close my Airbnb account but I had a credit gift card amount of $417.99 now when I try to ask for my refund of my gift card theyre keep putting me on hold and saying that theres a special team that will reach out to me its been a couple of days they have not reached out to me Im very upset I just want my refund back for my gift card

• Initial Complaint

  Date:07/21/2023

  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.

  The rules were misleading and scatter in different areas to read. I'm a senior citizen disabled and work to pay my bills. When I found out nobody was aloud to visit the house we rented,, like mom or dad, so I canceled within 48 hours of the reservation. I did it on the phone with airbnd. The person canceled the reservation said your refund will be there within 5 days, I waited it never made it to my account. I did get a letter say I waited to late that you get no refund, it was still 2 months before our trip and we canceled within 48 hours of making the reservation.I was scammed and ripped off the Host of the rental property by not returning the deposit The dollar amount was ******* dollars confirmation code HMWKNNWB5N

  Business Response

  Date: 07/22/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20358074
  
  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 (July 8, 2023). Below was the final decision email sent to the user:
  
   tried to revisit your request and report about the listing you booked with *** regarding misleading Guests about the house rules, specifically with the extra fees for any extra Guests who are not part of the original reservation.
  
  It was definitely included on the listing page under the listing description and house rules which is why we cannot override your Host's decision in not providing any refund at this time.
  
  They did offer that if you'd want to request for more than 7 people, you can reach out to your Host directly, and they are more than happy to accommodate your questions and request. Here is a link to your thread with *** as reference:
  
  airbnb.com/guest/inbox/1511773949

  
  
  ***** C
  Jul 8 3:02AM
  Hello ***********
  
  ***** hereIve tried calling you on *************** but was routed to your voice mail.
  
  Please reply here when you can and let me know when would be good for me to try you again.
  
  I tried to revisit your request and report about the listing you booked with *** regarding misleading Guests about the house rules, specifically with the extra fees for any extra Guests who are not part of the original reservation.
  
  It was definitely included on the listing page under the listing description and house rules which is why we cannot override your Host's decision in not providing any refund at this time.
  
  They did offer that if you'd want to request for more than 7 people, you can reach out to your Host directly, and they are more than happy to accommodate your questions and request. Here is a link to your thread with *** as reference:
  
  airbnb.com/guest/inbox/1511773949
  
  I'd really want you to enjoy the trip and not lose any money because of this so it's best if you can communicate with the Host about any requests since the reservation is still upcoming, and they me able to make adjustments as needed.
  
  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

  
  

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20358074
  
  I am rejecting this response because:I called on the phone within 48 hours of making the reservation, to cancel,they said they did They said wait 5 day for you refund, I never got it, II got nothing but problems from airbnd on reeving my refund, The reason misleading and when you read the rules on that page,you have to click to  read more rules else where. He not out  nothing I fell I was scammed out of my deposit that should of been returned.I want my money back that I entitled to, I wonder how many other people have issues with this listing. Im a senior citizen, disabled, and have to work, and he took my money, scammed me out of my money. That person is out nothing put taking money for nothing, he need to be stopped
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/25/2023

  
  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:
  www.airbnb.com/help/feedback

  
  Best,
  Airbnb
  

  
  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20358074
  
  I am rejecting this response because:I paid with hard earned money and was within the the guidelines for a full refund. That is what I expect a full refund. Airbnd and the host are not out no money.They have my money they need to return and I believe this has something to do with my disability **** and as a senior citizen. I wonder how many other people get confused with a pricing chart they have there no way you can check stuff in the house they want to charge you for.You basically leave them an open check book, what they say you damaged you pay for.I cant beleive I have to go through this to get my money back that Im untitled to. To be satisfied I want a FULL REFUND of $ ******* dollars I filed put back into my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/25/2023

  Airbnb
  
  Better Business Bureau Inc.
  *************************************************************************; 94607
  
  Re: Case #********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on ********. Below was the final decision email sent to the user:
  
  {Hello ***********
  
  ***** hereIve tried calling you on *************** but was routed to your voice mail.
  
  Please reply here when you can and let me know when would be good for me to try you again.
  
  I tried to revisit your request and report about the listing you booked with *** regarding misleading Guests about the house rules, specifically with the extra fees for any extra Guests who are not part of the original reservation.
  
  It was definitely included on the listing page under the listing description and house rules which is why we cannot override your Host's decision in not providing any refund at this time.
  
  They did offer that if you'd want to request for more than 7 people, you can reach out to your Host directly, and they are more than happy to accommodate your questions and request. Here is a link to your thread with *** as reference:
  
  airbnb.com/guest/inbox/1511773949
  
  I'd really want you to enjoy the trip and not lose any money because of this so it's best if you can communicate with the Host about any requests since the reservation is still upcoming, and they me able to make adjustments as needed.
  
  I hope this helps, *****. Do you have any further questions or concerns that I can help with?
  
  Looking forward to your response.
  
  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: 07/26/2023

   
  Complaint: 20358074
  
  I am rejecting this response because:I canceled with in 48 hrs I want my money back, I do not feel comfortable with the host and all his rules he has, he has an open check book of mine,  with his list of fee, NO . I want a REFUND final
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  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.

  I made a reservation through AirBnB at a Villa in ****************************** ****. I have requested numerous times a refund or partial refund through AirBnB and the Hostess named Joy since July 18, 2023. AirBnB released the funds to the Hostess (According to AirBnB funds are not to be released to the Hostess until arrival of the guest). Hostess Joy at *************** is refusing to return any portion of my deposit back which was $2615.02. When the reservation was made, I was given two options, pay half or pay in full. I paid half. The cancellation policy stated that I would get a full refund if cancellation was in the 48 hour window, or 50% refund before August 6. My partial payment was paid on June 30th. Due to extenuating circumstances, I cancelled the reservation on July 18. I personally was told by the Host Joy, that I was getting $0.00 back because I made a reservation at another AirBnB villa in Margaritaville. This is a false allegation being made against me and my option to cancel in order to not give me my refund. AirBnB told me the cancellation fee could not be returned because I was being charged daily for the room and because I only made partial payment which was an option (this made up policy is not disclosed in the cancellation policy). First of all, I live in ********** and if we were going to keep the reservation intact, we would have been expected to arrive on August 13, departing August 19. A hotel will only charge you for a one night stay if you dont cancel in time, therefore why does this host *** feel she is entitled to hold my funds hostage.I am requesting resolution and a refund of my money. I have filed a complaint to my bank regarding this SCAM and will be filing a Small Court Claim for return of my Funds.Do Not Trust AirBnB. They do not support the Guest, They offer you no resolution, they only support crooked Host Joy whose phone number is **************. Please contact her and have her issue me a refund

  Business Response

  Date: 07/22/2023

  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 July 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