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.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  AirBNB

  1302 East 3rd Street A Austin, TX 78702

• 

  Airbnb.com

  3795 Soapstone Rd Decatur, GA 30034-6912

• 

  Airbnb, Inc.

  317 McBrien Rd Apt 1 Chattanooga, TN 37411-4871

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:05/12/2023

  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's fraud insurance policy & taking money out of account concerns needs to be addressed. They charge plenty for their service (more than VRBO or booking.com) and hence provide no insurance to hosts for the damages done by their guests. Airbnb's agents can only call you at bedtime (Case 1) or continue to say "our other team is looking into it" despite multiple emails and phone calls for 2 weeks. The policy states resolution within ******************************* status has been provided on Case 2. Case 1[CLSF-01586671] - 2/15/23: Airbnb was requested to cover for the damage occurred due to a guest mishandling the front-load washer that led to water damage. Airbnb first paid portion of the damage ($130) but later revoked the refund of $130 claiming that the damage was due to "unknown reason". Proof was provided showing the guest reporting water flooding during their stay. It's a private suite with laundry that was occupied by them at the time of accident. In fact guest continued to stay 3 weeks after with no repeat of "unknown reasons" once they started closing the washer door properly. Case 2 [CLSF-0169655]- 4/29/23 another guest was smoking marijuana in the unit (against our house rules). I contacted Airbnb immediately, but no response from Airbnb for next 12 hours. when the guest left the unit smelling like a marijuana dispensary, I called a professional to take care of marijuana odor/forwarded the invoice to clean and deodorize the unit. Airbnb response was that its an urgent health concern and hence the specialized team will handle it before they can process the claim. Till today no response from airbnb.Airbnb is engaging in malpractice with claims that they will provide Aircover to hosts for any damages related to their guest. However, they simply have been ignoring concerns that should be serious. Resolution within 72 hours as they claim is a joke. 14 days later we are still waiting. Multiple emails and phone calls..no response.

  Business Response

  Date: 05/13/2023

  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 [May 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: 05/13/2023

   
  Complaint: 20054000
  
  I am rejecting this response because:

  1. Airbnb Case 1 was closed/unfairly denied. Partial reimbursement was done then taken away? We'd like BBB to help get ** a fair resolution. Water damage + guest messages were provided to airbnb already. happy to send again if needed.

  2. Airbnb Case 2 regarding marijuana is open since April 28 when we first contact Airbnb while guest was still residing on our property. April 29th is when formal complained was logged. Airbnb has within 72 hours resolution policy (as stated on site as well as "automated" resolution center response - copy attached in the original note). They on purpose are dragging this case for over 2 weeks now with no real status other than "we are working on it". Would you consider sitting in marijuana damage for 2 weeks (when house policy clearly states against it) ok?

  The reason we are approaching to BBB is because we are no longer satisfied with Airbnb's business practices. Case1 - completely overlook and unfair denial; and Case 2 is harassing hosts at this point with no resolution for over 2 weeks with a general "working on it" statement.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  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 [May 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

• Initial Complaint

  Date:05/12/2023

  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 reservation with AirBnb for May *****th, 2021 in ******* ** on March 26, 2021 in the amount of $758.40. Due to very unfortunate events about a week after the booking I began bleeding. After several doctor ************ I was classified as high risk and advised not to fly and taken out of work. I reside in ******** and I knew this trip needed to be immediately canceled. I quickly called AirBnb April 2nd and explained my situation and I was told that the cancellation was still inside the window and it wouldnt be a problem. I was advised to allow the representative to cancel the booking as it would be guaranteed to receive a refund within **** business days. After two weeks I reached out to Airbnb who said the refund was still processing. I contacted empower, my bank in the meantime to file a dispute. I received a provisional credit on April 15, 2021. However, on May 14, 2021 the provisional credit was removed and I received a letter from empower stating AirBnb reached out and the refund had been fully processed. I called Airbnb May 16th asking about my refund, by my surprise they stated it was still processing and would be labeled urgent. I have called once a week since 2021 with the promise of a refund. Empower could no longer help as they window to dispute again had closed. Airbnb will not let me speak with a personal higher up to get the status as I am continuously told it is processing. I have sent Airbnb statements from empower showing the refund has not been sent as well as empower retracting the refund. Airbnb requested these document after stating empower is holding up the process. When speaking with empower they have nothing to do with the refund coming through which still has not come through as of May 12th 2021. I have an 18 month old and fighting for this money has been beyond stressful. I had not reached out any further prior as I was promised it was coming any day and to be patient as I have been for over a year. Please any help in this matter

  Business Response

  Date: 05/13/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20053282
  
  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 30, 2022). Below was the final decision email sent to the user:
  
  {Hello Shelby,
  
  This is ***** with Airbnb Resolutions team.
  I'll be handling the case now.
  
  First, I want to thank you for your patience during this time.
  Second, I'd like to apologize with you for the delay on this outcome.
  
  I've processed a manual adjustment for your refund. You should receive $758.00 to your MASTERCARD **** within **** business days. You can learn more here:
  
  ********************************************************
  
  
  Please let ** know if additional questions arises.
  
  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

  
  

• Initial Complaint

  Date:05/12/2023

  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.

  Im a long time Airbnb user and have never had an issue with a rental until this past weekend May 5-7. Upon check-in, the instructions provided by the host were to dial a number at the electronic gate so the host could let ** into the property. We let the host know what time we would be arriving (9:30 pm). We tried calling the number repeatedly for over 30 minutes and were not let in and at the same time messaged the host, who was unresponsive. We were also questioned by strangers and security guards about what we were doing in the area as this was a dangerous part of town. A security guard in the area said this was commonly happening at this Airbnb and renters were given incorrect information to check in. We had the same issue occur upon checkout. While the host was more responsive this time, they were unable to assist in opening the gate. The host acknowledged the issues initially through the Airbnb app but when asked for a refund given the unsafe and fraudulent check in process, they denied any issues. Airbnb has defended the host and stated that they cannot establish the events occurring despite screenshots of messages from the host, our open ticket, and security footage. We are worried for the safety of future renters and are seeking a full refund ($875.39). **************** has claimed its entirely up to the host, however the host has no incentive to admit guilt in this situation and Airbnbs process is flawed. Confirmation code of booking: HMPXSN2CHB

  Business Response

  Date: 05/13/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20053056
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [May 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: 05/13/2023

   
  Complaint: 20053056
  
  I am rejecting this response because: Airbnb has not resolved my case and has advised me that my only option was to reach out to the better business bureau. Airbnb has made no reasonable effort to remedy the situation and my case/ticket manager has refused requests for a telephone call. 
  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 05/15/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20053056
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [May 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

• Initial Complaint

  Date:05/12/2023

  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 reserved an apartment with full payment at ********, ****** on 2/5/2023 for my vacation on 6/30/2023 of *******************, I got very good deal since I planed so ahead of time, almost three months later, host cancelled my reservation on 4/30/2023, and refunded the money to me. I tried to rebook new one, but there is limited availability, and the price is very high, double and triple the price I paid previously, I don't have enough budget to cover the price difference.I contacted Airbnb support immediately, they said they will take care rebooking for me in the beginning, later they told me they can cover that much price difference, only offer 10% discount. I reinstate my request of rebooking with same or similar price without any response from Airbnb support.

  Business Response

  Date: 05/12/2023

  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 [May 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: 05/15/2023

   
  Complaint: 20052785
  
  I am rejecting this response because: Airbnb support only can offer me 10% coupon of original reservation price, I paid $141.26 for the original reservation, but now the lowest rental I can find at the same location is $405 after tax, there is about $260 price difference. The support also said it is cancelled 30 days more before check in, but rental at ***** Nation park area during the summer is so hot, some place need make reservation ahead of time, 3 months make so big difference for the price. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/15/2023

  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 [May 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: 05/18/2023

   
  Complaint: 20052785
  
  I am rejecting this response because: airbnb support only can provide 10% coupon of original reservation, we cannot get to agreement, I dont think I can get further support from them, but I still cannot accept 10% offer.

  I made another reservation from booking.com.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/20/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20052785
  
  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 (May 16, 2023 ). Below was the final decision email sent to the user:
  
  {Hi Limei, I apologize for the message earlier. I really do appreciate your patience as you waited for me to provide you with the outcome of your request. We made sure to communicate with your Host regarding your refund request. I did not give up so easily to make sure that I am able to get a hold of the Host for you.
  
  However, I deeply am saddened that the Host has refused to allow me to make adjustments outside of his cancellation policy. Please know that before getting back to you, I did make sure to exhaust all my options and resources to help you with your refund request.}
  
  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:05/12/2023

  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 am a host on the platform and I suffered a family emergency in Dec 2019 which caused me to cancel 3 bookings which there was a cancellation fee. At the time when I called and explained the situation I was told that the fee would be removed. Fast forward 3 years and I have started to host the company never took off the $200 fee. Which is now affecting the income I make on the platform. The agent I spoke with asked me to provide proof of death in the family - 3 and half year later. How insensitive and unempathetic by the company that relies on host for income. I demand an apology and $200 fee reversed from my account

  Business Response

  Date: 05/12/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20052727
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [May 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: 05/13/2023

   
  Complaint: 20052727
  
  I am rejecting this response because: I have not receive a credit
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20052727
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [May 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: 05/17/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/12/2023

  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.

  Ambassador stated in email refund would be issued to original payment method due to an emergency medical condition. 100 was refunded to account, 451 in credits. Ambassador ******* stated wait 1 to 25 days and credits would disappear and refund issued. I have the email I was told to keep. All morning they keep saying they will not honor thr orignal response over a month ago. I can provide the email for support.

  Business Response

  Date: 05/12/2023

  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 [May 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
  

  
  

• Initial Complaint

  Date:05/12/2023

  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.

  I need to be compensated with a full trip coupon code as my host canceled less than 24hr before my trip Your policy states I should be covered and no one from Airbnb has helped me for this major inconvenience I called the day prior to the host cancelling and I was advised your special team will assist with a full refund and itll take **** days. When I expressed concern of the monies not being avail to rebook your company stated you will provide a coupon code to rebook and not to worry and told me to call back only AFTER the host cancelled. The moment she canceled I called back to Airbnb and no one has helped me rebook ?! I need to go on my trip I had to miss my flight and now need to rebook and will be charged more money to book another flight because your host canceled Here is your policy below **** If your Host cancels your reservation While its rare, sometimes a Host may need to cancel a reservation. We understand this can impact your plans in a big way. Rest assured that every booking made on Airbnb comes with AirCover, protection for guests against significant issues, including Host cancellations within 30 days of check-in. In the unlikely event a Host needs to cancel your booking within 30 days of check-in, youll automatically get a refund and we can help you find a similar or better home to rebook.*****Again I have not been assisted and compensation with a coupon code for another stay I'm not regarding my refund I'm specifically looking for further compensation! Here is the message thread and proof the host canceled less than 24hrs !? Which was a huge inconvenience!Why isnt anyone at Airbnb assisting ??? I was promised a coupon code for this inconvenience but it has not been fulfilled and its been more than 7days !!!

  Business Response

  Date: 05/12/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20050262
  
  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 (May 12, 2023). Below was the final decision email sent to the user:
  
  {Ok ******, you're all set
  
  Here are the details:
  
  Coupon code: YASNLUFEVCWE
  Expiration date: May 12, 2024
  Amount: $700
  
  This coupon is good for a single use on a Homes reservation. To use it, simply select the link that reads Redeem a coupon below your payment method, and enter the code.
  
  If you'd like more info, you can read this *********** article on coupons:
  
  airbnb.com/help/article/160
  
  Again, I apologize it took so long to get to this point, but I hope through this resolution you feel supported as a guest in our community.
  
  Best,
  *****}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  *******

  Airbnb
  

  
  

  Customer Answer

  Date: 05/13/2023

  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.
  

  The business response is accurate . They have satisfied my concern and request. The resolution took 8days however nonetheless it has been resolved.
  

  This complaint was processed  before there was a response from the business or the resolution was provided otherwise the complaint wouldve been rescinded. 

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

• Initial Complaint

  Date:05/11/2023

  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 advertised studio on AirBnB. Arrived but it was not a studio. It was a bedroom in a condo. It had no kitchen. It had no thermostat. Unit blew cold air (in ************** during winter) all night long. Could not turn it off. There were no extra blankets. Vent was also so loud because prior guest had closed them to try to stop the cold air and all it did was blow cold and loud. A studio would have had independent controls. Host did not respond to request to heat the unit, did not respond to request for blankets, did not respond AT ALL. EVER. It was impossible to sleep. After several attempts to contact host, who never responded, I had no choice but to find another place to stay and cancelled my reservations. I left a 1 star review and asked for a full refund. The Host refused any refund and AirBnB actually removed my 1 star review and also refused to refund my money. The review did NOT violated any terms of service as it accurately stated what I just said above. AirBnB does NOT stand by their customers and it appears they remove 1 star reviews simply because it makes them look bad.I want my money refunded and I want my review reinstated.

  Business Response

  Date: 05/12/2023

  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 [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: 05/12/2023

  Better Business Bureau:
  
  AirBnB has finally agreed to refund my money, but it seems they only took this issue seriously after filing the BBB complaint. Thank you. This is a valuable service. They still did not restore my review, however. It appears that a lot of people around the country have pointed out that AirBnB actively removes negative reviews. That is a problem that should be addressed. But for now, I am satisfied that I received the refund and I am closing out this complaint.
   
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/11/2023

  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.

  Confirmation code HMPCJRA3JH Reserved from April 12th-22nd Host listed as an independent unit where as its a guesthouse in the backyard - garage converted bedroom.Neighborhood was so bad - Im not comfortable staying there with other tenants at the same address within the fence so asked them to refund 9 days after staying one night. They refunded only 50% of stay charges.

  Business Response

  Date: 05/11/2023

  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 [May 12, 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:05/11/2023

  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.

  On May 5 I booked a 2-night stay (May 6-7) at an Airbnb property in **********, **. I had to cancel my stay because my wife ended up in the ** for several hours and needed followup care. I asked Airbnb for a refund, but they refused and suggested I ask the host instead. So on May 9 I asked the host if he could refund my money, and to date I've heard nothing back.

  Business Response

  Date: 05/11/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20048179
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [May 12, 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