Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rental Listings.

Important information

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

BBB recommends consumers and hosts to review the following:

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

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

Complaints

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

Customer Complaints Summary

7,314 total complaints in the last 3 years.
2,155 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:07/14/2023
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 at one Airbnb in **** from July 1 to 4 (confirmation number- HMFYRJSNH3). When I checked in, Wi-Fi was not working and ** in one of the rooms was also not working. We were in a new country and did not have any internet connection. After getting a Sim card urgently, we contacted the host and they gave ** a new Wi-FI connection to use the next day. However ** was not fixed for the whole stay.I reported the ** issue to the host throughtout the stay and also reported the issue to Airbnb within 72 hours. I provided all the screenshots of my communication with the host to Airbnb (attaching again). But they keep saying that I have not reported the issue within 72 hours and have not reported the issue to the host.
Business Response
Date: 07/15/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20320218

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 10, 2023). Below was the final decision email sent to the user:

{Hello ******,

This is ******* one of the Support Ambassador from Airbnb. I hope this message finds you well.

Your case was endorsed to me and upon checking, you reported an issue regard to your reservation HMFYRJSNH3 since the air conditioner is not working and Wi-Fi is not working too.

It is disheartening to hear that your expectation did not meet for your reservations as a Guest due to the amenity issue of air conditioner on the listing, but please understand that we have to consider the fact that we have our Rebooking and Refund Policy in line with such **************** Violations, which in this case was not followed. Refer to the *********** link below for more information:
********************************************************

1.) Contact Airbnb within 24 to 72 hours of the said travel issue.
2.) Reach out to your Host from when you've experienced the said travel issue. (The majority of concerns are quickly addressed through open communication. As your main point of contact for this reservation, your Host is typically in the greatest position to help.)
3.) Document your experience. Providing photos and/or videos will help us develop a clearer understanding of your situation and help guide you both towards a speedy resolution.

As the above stated were not followed, we cannot automatically just adjust the Host's payout.

You can request a case on the ***************** since the issue is not reported within 72 hours of discovery.After you submit your AirCover for Guests request, your host will have 24 hours to pay. If they decline to pay the full amount or dont respond, youll be able to involve Airbnb Support. Keep in mind that if you want to involve Airbnb Support in your AirCover for Guests request, you will need do so and submit evidence of the damage within 30 days of the damage or loss.}

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: 07/17/2023
Complaint: 20320218

I am rejecting this response because: Airbnb is listing 3 reasons for not issuing me a partial refund and I have followed all 3 steps as suggested by them.

- I have reported the issue to Airbnb within 24 to 72 hours (see attached confirmation from your customer care team)

- I have notified the host about the issue throughout my stay and yet the issue was not resolved (see screenprints provided)

- I have provided approx 10 screenprints with the details of issue and my conversation with the host about it.

If Airbnb continues to decline my claim without any proper reason, I will be left with no other choice but to go to small claims court.

Sincerely,

Pankaj Jalan
Business Response
Date: 07/17/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20320218

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 10, 2023). Below was the final decision email sent to the user:

{Hello ******,

This is ******* one of the Support Ambassador from Airbnb. I hope this message finds you well.

Your case was endorsed to me and upon checking, you reported an issue regard to your reservation HMFYRJSNH3 since the air conditioner is not working and Wi-Fi is not working too.

It is disheartening to hear that your expectation did not meet for your reservations as a Guest due to the amenity issue of air conditioner on the listing, but please understand that we have to consider the fact that we have our Rebooking and Refund Policy in line with such **************** Violations, which in this case was not followed. Refer to the *********** link below for more information:
********************************************************

1.) Contact Airbnb within 24 to 72 hours of the said travel issue.
2.) Reach out to your Host from when you've experienced the said travel issue. (The majority of concerns are quickly addressed through open communication. As your main point of contact for this reservation, your Host is typically in the greatest position to help.)
3.) Document your experience. Providing photos and/or videos will help us develop a clearer understanding of your situation and help guide you both towards a speedy resolution.

As the above stated were not followed, we cannot automatically just adjust the Host's payout.

You can request a case on the ***************** since the issue is not reported within 72 hours of discovery.After you submit your AirCover for Guests request, your host will have 24 hours to pay. If they decline to pay the full amount or dont respond, youll be able to involve Airbnb Support. Keep in mind that if you want to involve Airbnb Support in your AirCover for Guests request, you will need do so and submit evidence of the damage within 30 days of the damage or loss.}

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:07/14/2023
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 attempted to apply two airbnb gift cards to my account balance, and got an error message saying that they've been used already. I purchased both of them personally, first hand, and haven't shared with anyone. To rule out the possibility of an error, I've asked airbnb customer service representative to tell me the date when they were used and the name on the account(s) to which they've been redeemed. They failed to do so and instead directed me to the third party provider where these gift cards were purchased. Third party provider would not possibly have access to this information.See airbnb support case **********
Business Response
Date: 07/14/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of [July 14, 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: 08/11/2023
The response to the complaint was:

"The complainant is currently working with our specialised customer support teams that handle these types of matters as of [July 14, 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."

However, the issue was not resolved, and my support ticket ************* was closed. Additional tickets are closed too. I don't know what the suggestion to "respond here" means.
Business Response
Date: 08/12/2023
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 claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence (8/10/2023). Below was the final decision email sent to the user:

{FINAL DECISION EMAIL}
Hello ******,

Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because So I request you to please go ahead and contact the Best buy as you have bought the Gift card from the Best buy.

We wont be able to offer additional support on this case at this time.

If youd like to give us feedback on our policies or your experience, you can do so using the following link:

airbnb.com/feedback
Regards,
*******

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

Best,
*******,
8/12/2023
Initial Complaint
Date:07/14/2023
Type:Order 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.
I made a reservation and paid a deposit on a trip on 3/15/23. The host emailed me on June 26th that she sold her house and needed to cancel the trip. She said she was going to find out from Airbnb how to do that. I emailed her on 7/5/23 asking her to cancel the trip from her end so I could get my deposit back. She never responded. I called Airbnb on 7/13/23 and they will not refund my money until they confirm with the host even though they can see she canceled the trip and they can see she hasnt responded to me. Yet they still wont refund my deposit.
Business Response
Date: 07/14/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of [Jul 14, 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: 07/14/2023

Complaint: 20319758

I am rejecting this response because: the representative last night told me not to get my hopes up regarding getting my deposit back if the host doesnt respond.
it has been weeks and the host has not responded. How long do I have to wait - no one will give me an answer.
I dont trust anything this company says anymore and will
Also - if I dont get this trip cancelled in time, they will also charge me full price for the rental that I never use.
they are stalling in order to get more unearned revenue from people. I have heard this is becoming a problem company wide.
The trip was cancelled by the host / there is written proof.

I want my refund now!

Sincerely,

***************************
Business Response
Date: 07/17/2023

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 claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on 14th July 2023. Below was the final decision email sent to the user:

The reason why I am contacting you today, is that we already provide the time frame to your Host to provide an answer. So, because there was no response, we will cancel the reservation so you can have your full refund.

This refund process is done immediately on our end, but depending on your bank institution, this could take between, 5 to 15 business days to show on your end
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: 07/17/2023
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.
I do however want to say the only reason they did the right thing is because I contacted you - so I appreciate your ability to resolve this for me so quickly..
I used to work at a BBB and know that sometimes it works and sometimes it doesn't.
I am thankful it worked this time.

Sincerely,

***************************
Initial Complaint
Date:07/13/2023
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.
Our college kids are still in ******** and they flew out to see us and wanted to see **. Their flight had issues and one kid had to come in 2 days later than originally planned. Because of this, it messed up our plans and cut our time, so we tried to book an AirBnB for our family of 6 last min so we could just stay in LA with our kids to adventure without having to drive back and forth from the house. AirBnB is better for us since we have a dog and big family, we didnt want two hotels rooms and to leave the dog during the day for an outing in a hotel. We found a place with enough rooms and the guy sent us a request so we could book. We got an error message about potential party. I called and customer support said it was due to no ID in the system. I added my ID. They told me to try to book again. Same message showed up. They said I cant book that place anymore on that profile and to try to use my husbands. Same message. **************** said to wait for many hours and try for another place and if the message comes up they would upchannel and explain so we can get the house. We followed directions and they ended up having to dispute and explain our situation. What came back to us was a generated response saying we were denied with no explanation. Customer support sent my husband a few properties he could try to book, all of which were 3 times the amount and same size. Since, I asked to put in an official complaint. They said I could fill out a form and send in. I specifically asked if they have an actual complaint department, if data is pulled for future analysis for trends so the company can modify where needed and if I would get resolution as I felt discriminated against since we were denied with no explanation after saying we were a big military family. They will not communicate back with me, give me answers and there is no official complaint center taking care of my case. They are just ignoring me.
Business Response
Date: 07/14/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20319419

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [DATE]. 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: 07/14/2023

Complaint: 20319419

I am rejecting this response because this was an automated response stating they are working with me currently to resolve this issue. They couldnt even take the time to fill in the date to their automated message and the statement is just not true. Nobody is working with me. I am being ignored. Nobody is assigned to my case. When they did have individuals chatting with me, they would rotate every few hours and each one wouldnt know anything about the situation so I would have to start all over again explaining and it went nowhere, just around in circles, until finally they stopped communicating on every single platform. So who exactly is assigned to my case, what is their direct line and what is my case number so I can reference it if I need to chat with a new rep?

Sincerely,

***************************
Business Response
Date: 07/17/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case #********

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 Jul 1, 2023. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavour.
****** S
Airbnb
Customer Answer
Date: 07/18/2023

Complaint: 20319419

I am rejecting this response because nothing was addressed until even July 11th, and that was an automated response. I attached for your reference. It did not address any of my questions or concerns that I submitted. I called and nobody had knowledge of my complaint or could bring it ** in their database or direct my call to anyone that could help. Here I asked very specific questions and you are still dodging them. They are very easy questions to ensure we were not discriminated against and to ensure we can avoid this in the future, if we ever choose to book again. Please attach this resolution you say happened on the 1st that addressed my complaint. Thank you

Sincerely,

***************************
Business Response
Date: 07/18/2023
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, I reached out directly to the complainant today 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.

Sincerely,
**********,
Airbnb

Customer Answer
Date: 07/19/2023

Complaint: 20319419

I am rejecting this response because, though you reached out like you said, it still says the same thing you have been saying over and over. I attached for your view. You did not answer my two questions. 1: What exactly flagged us that made you think we wanted to party (so we can avoid this later) and how can a family of 6 book a place without having to go through this pain? 2: What is the point of up-channeling a dispute on a decision to not allow us to book by a false accusation when I am being told the decision cannot be overturned? Why cant the customer communicate directly to the decision maker if in fact it can, and I was just given false info?

Sincerely,

***************************
Business Response
Date: 07/19/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20319419
We have reviewed the facts related to the case number <1337017231461> and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
******
Airbnb
Initial Complaint
Date:07/13/2023
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.
On July 13, 2023 I tried booking a reservation with ****** from *********** for 3 months for a rental as she had available. I have a bachelors in psychology and I know human behaviors, ****** was pretty much being ignorant and want me to cancel from the beginning. I am not alleging but I know from(my psychology skills) that she was discriminating against me. I contacted Airbnb and a representative name ************** was of no help and tried blaming me & that the host had every right to act the was she was towards. Please BBB help me get in touch with an upper management team that can help me report this situation. Thank you.
Business Response
Date: 07/14/2023
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 14, 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:07/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company fraudulently charged my bank account for a purchase I did NOT make. I was simply making an inquiry about the type of lodging offered and then when I found out the total price, I simply told the host his place was not within my budget. (I even have proof in the form of a screenshot) I then proceeded to make arrangements for my stay on July 5 in ***** ********. Airbnb used my saved card information and proceeded to make the reservation anyway WITHOUT my consent. I was double booked and charged twice. Once for a stay in ***** ******** which is the place I stayed and once for the stay in ******* ******** on the same night. I did NOT make the purchase and Airbnb needs to return the $91.47 they stole from my card!
Business Response
Date: 07/13/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20317795

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 (14 July 2023). Below was the final decision email sent to the user:

{Hello Honey,

Thanks for taking the time to speak with me today.

This is to put in writing what we talked about over these days. Since your Host didn't agree with any refund, we couldn't issue any rembruisment.

We appreciate that this may not be what youd hoped for, but wont be able to offer additional support on this case at this time.

Best regards,

*******,
Airbnb Ambassador.}

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:07/13/2023
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.
On July 6th, 2023, Airbnb charged me $8,830.23 for a reservation I never made. I contacted them on July 7th to let them know about the incorrect charge. They said they would get back to me, and they never did. On July 9th, I reached out to them again and they said they would get back to me. After that they closed my case so I called them on July 10th, July 11th, July 12th, and July 13th to try to get a resolution. Each time, they said they could not connect me with the team that would be able to investigate and resolve the issue, and that the team would contact me later once they had an answer. Two times during this process, they closed the ticket without notifying me of a resolution. I have received no indication that they are interested in making this whole, and their support team continues to rebuff me and close my ticket to find a resolution.
Business Response
Date: 07/13/2023
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 [14 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: 07/14/2023
Better Business Bureau:

Since I filed the complaint with you and you reached out to Airbnb, they have satisfactorily resolved my complaint by providing a refund.

Sincerely,

**********************************
Initial Complaint
Date:07/13/2023
Type:Order 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.
On July 5, 2023, I paid for a house on Airbnb in the amount of $2,400.24 for one week stay (July 23 - July29, 2023). After I paid, I then received the address to the property and found that it is in a very high crime area. My reservation was considered nonrefundable but Airbnb did help to get most of my money back. The host said they would release me from the reservation as long as I agreed to pay for one night, which I did (July *****). I was so relieved that I did not do the math. I paid $2,400.24 and was only reimbursed $1,877.37. The room rate is $288.45 for one night. I was actually charged $522.87. Furthermore, I took out travellers insurance for this trip and I cancelled the policy one day after taking it out. The policy specifically states that you can cancel within 10 days of purchase for a full refund. I was only refunded $32.68 of the $141.19 that I paid. I have called Airbnb three times and have chatted online with their customer service people. I still have not been given a straight answer about why I was overcharged for one night. I would like the remaining $234.42 reimbursed to me.
Business Response
Date: 07/13/2023
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 [14 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: 07/14/2023

Complaint: 20315755

I am rejecting this response because: The last message I sent to Airbnb, two days ago, has not been answered. Furthermore, each time I speak to Airbnb, I receive the same answer. I have asked for another email address or phone number where I can call and get no response.

Sincerely,

*************************************
Business Response
Date: 07/17/2023
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 15 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: 07/17/2023

Complaint: 20315755

I am rejecting this response because: Again, all I am receiving is a message stating that they are working on this issue. I would accept this response if there was actually action coming from Airbnb.

Sincerely,

*************************************
Business Response
Date: 07/18/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20315755

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 18, 2020. 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: 07/19/2023
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. However, I find the fact that I was still charged a "fee" by Airbnb in the amount of $112.00 to be a very poor business practice. I run a fairly large business and would never charge a client to cancel an appointment within the allowable time frame. Just a way to make money for doing nothing.

Sincerely,

*************************************
Initial Complaint
Date:07/13/2023
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 reserved an Airbnb on 7/5/23 for ************** ** on 7//3/24. After completing my booking I realized that I was not provided information for travel insurance. I contacted Airbnb about this matter and was told it couldnt be added after purchase but a supervisor would look into my issue, after repeated request to speak with a supervisor. I received text message in the middle of the night from the supervisor name *****, who told me that she would look into my issue and get back with me. She sent me a text at 1am this morning stating she couldnt help me add the insurance.The customer service department representatives seem to be reading from a script or cue cards. NO customer service skills AT ALL. I couldnt get a supervisor to speak with me on the phone at the time of my original call and still havent spoken with a supervisor only through emails which I find VERY unprofessional. I have two complaints. 1) Airbnb customer service representatives shouldnt be allowed to leave you message in the middle of the night especially with something involving the consumers money.2) A customer should be able to add travel insurance after theyre booked. In my opinion this is a way for Airbnb to make a profit at ANY cost.
Business Response
Date: 07/13/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20314552
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
Initial Complaint
Date:07/13/2023
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 booked a non-refundable AirBNB same day around 7:30p with an 8p check-in. I went to the AirBNB as I was looking for the keypad code but it was not provided. I had received a message from the owner telling me there was a $50 per pet fee that I needed to Venmo him. I immediately called customer support as the price on ********************** should have included all fees and these fees were not disclosed. The first time I called I was told that the fee could not be refunded citing that the fee was disclosed in the full details section of the house despite the fact that I had airbnb showing total price (including all fees before taxes) and that you would have to push show more in the description to even see the fees. They the said they would ask the host if he would refund the reservation and was told they would call me back. They didnt call after 20 minutes of me sitting in front of the airbnb so I called back. At which time I was told that I could cancel but it would be up to the host on if they issue the refund. I told them thats crazy and they eventually told me theyd contact the host and call me back. 2 hours and 28 minutes after the checkin time at 10:30p, I received a message from AirBNB support again stating the fees were mentioned by the host in the description. By 9p I booked another hotel as I had not received resolution.
Business Response
Date: 07/13/2023
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 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: 07/13/2023

Complaint: 20314137

I am rejecting this response because:

Your customer service team has been the worst Ive ever dealt with. They told me 2 hours after an 8p checkin that theyd contact me within 24 hours. I had to waste 3 hours dealing with them when the host was clearly in the wrong and my refund should have been easily, painlessly processed.

Sincerely,

***********************
Business Response
Date: 07/14/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 20314137

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 13, 2023. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavours.

Best,
****************
Airbnb

Customer Answer
Date: 07/17/2023

Complaint: 20314137

I am rejecting this response because:
The resolution of my money back was not adequate.AirBNB is intentionally turning a blind eye to hidden junk fees charged by tenants in order to attract tenants at the expense of customers. I have filed a complaint with the *** and my congressman for this corrupt and fraudulent practice. I reject your response because AirBNB is committing an illegal offense and as long as it looks the other way on the MANY listings following the same practice, I will not accept the response.

***********************
Business Response
Date: 07/18/2023
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 claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on July 13th. Below was the final decision email sent to the user:

{Hi *******, I would like to let you know that the reservation is now canceled and you are now refunded amounting to $278.67 and this refund might take up to 15 business days to reflect on your Apple Pay depending on your bank processing time.

You can check the link below :

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

The Host agreed to cancel the reservation with full refund as they are expecting that you are no longer in the listing.

Thank you so much for reaching out to us. Thank you for choosing Airbnb!

In the meantime, I will close out this thread, however if you need further help in the future, Please reach us out through our *********** and one of our specialists will be more than happy to take care of you.

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

Thank you for being a valued part of the Airbnb community! Have a great rest of your day, and stay safe.

Kind regards,
Khenjiene}

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: 07/18/2023

Complaint: 20314137

I am rejecting this response because:
AirBnB has not satisfied the matter and is turning a blind eye to the law and its customers.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Airbnb, Inc. is NOT a BBB Accredited Business.