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.
2,158 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/07/2023
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.
Feb 6 2023 I paid $1570 to book a stay through Airbnb with a Mr. ***** upon arriving on March 5 to check in by documented. Very unsanitary, living conditions bugs everywhere air-conditioning broken absolutely gross. It did not match the listing in which I rented the place from whatsoever. I have reached out to Airbnb multiple times regarding this since I am a single 34-year-old woman thousands of miles away from anybody I know and dont have a dime to my name and Im essentially homeless in ******* because of a listing on their website they have not rebooked me. They said that theyre going to charge me for the one and a half days. I did stay there and I asked them to send a refund to my bank that when I told them that my payment method I book the room with was a temporary debit card that I got from when I did my taxes , they told me nope it **** to go back to that card the refund they told me the refunds dont come for at least two weeks and when I asked wow where am I supposed to lives and today I was supposed to start a new job here, and they just repeatedly are blowing me off and not giving me any direct answers. I try to even reach out to the host who actually owns the place he hasnt tried to rectify the situation. The issue with the bugs is getting worse and Airbnb is t honestly just trying to brush me off instead of actually help me I never wouldve went with that listing if there were accurate pictures up the air condition doesnt work and Im in *******. Its unacceptable and the windows dont open so I dont even know where all these bugs are coming from Airbnb has air cover, which is like their insurance policy where I should be getting my refund back no problem and they should be rebooking me into a suitable accommodation and they are not doing that. I am very far from home, they are not doing their part as the third-party, and the people who have the insurance to rectify this situation, and I would like your help and doing so
Business Response
Date: 03/07/2023

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 07th march 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:03/07/2023
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. I share my apartment with guest(s). I recently hosted a guest(s) that were hostile, and threatening and broke the house rules. My house rules clearly says that "If guest breaks the house rules their reservation will be cancelled..." I also questioned the stability of their mental health because they appeared easily agitated.and paranoid. I felt unsafe sharing my apartment with the guests due to their behavior and conduct. I contacted Airbnb to report this and immediately requested to cancel their reservation. AirBnb verbally informed me they will cancel the reservation but never did. Why?!! What is the point of Airbnb allowing host to create house rules when Airbnb does not enforce them when guests breaks them? No-one wants to feel unsafe or disrespected in their own home by a guest. So why did Airbnb decide not to honor their agreement? I also requested to speak with a supervisor 5 days ago and not 1 bothered to return my call to date. I am very disappointed that Airbnb demonstrated that they do not care about host safety. I am writing to BBB for assistance. I want answers from Airbnb in writing. I want to know why my request to cancel the reservation was not honored especially when I have it will be cancelled if house rules are broken clearly written in my house rules? And why it's been 5+ days and a supervisor never called me regarding this matter? Please have Airbnb to provide these answers in a writting because they say they will call to discuss it but they never call. Thank you very much.
Business Response
Date: 03/07/2023
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 March 7 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,
Bella
Airbnb

Business Response
Date: 03/08/2023
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 [Mar 08, 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: 03/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me because all they say is wait for someone to contact me regarding this issue. The problem is no supervisor ever calls me back. They keep saying a supervisor will call you with in 48 hours that was over 7 days ago. They just keep ignoring Super Host hoping I will go away oppose to them taking accountability in removing her false retaliatory review and unfair low rating. Or accountability for them ignoring my request to cancel the reservation when the guest broken the house rules them harassed and threatens me.

Sincerely,

Tar-*************************
Initial Complaint
Date:03/07/2023
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 recently booked two places in **** for dates in May of 2023. I paid 50% of each stay at the time of booking. The refund policy states that I would receive a 50% refund for every night if I cancelled by May 16. I cancelled on May 3rd and had to request a refund since one was not automatically processed. The host responded to my request for a refund stating that she would refund me 30% of the total rather than the stated 50%. I then reached out to Airbnb to resolve the issue and they stated that it is the hosts discretion on whether to refund the money or not. I find this to be an unfair business practice. In addition, it seems that both places are hosted by the same group and they have ignored my request for a refund on the second property.
Business Response
Date: 03/07/2023

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 07th March 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: 03/08/2023

Complaint: 19550404

I am rejecting this response because: This case has been closed one hour after they asked if I had anymore questions. Unfortunately, I did not see the messages until just now so I was unable to respond. No resolution has been made. The representative simply reiterated information that I already had, and told me to reach out to the host by phone however there is a 14 hour difference and that is unlikely. In addition, the host is not responding to my refund request, so I have no other options available to me.

Sincerely,

***********************
Business Response
Date: 03/09/2023
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 Mar 07 2022. Below was the final decision email sent to the user:

{Hello ******,
Thank you for your e-mail.
We have checked your Airbnb communication with the host ***, and did not checked the ones with ***************
Now we have just read them. Your host just informed you about cancellation policy, the same as we were talking about previously.

Unfortunately there is no conversation with the host ***, for the other reservation, and we can not see any refund agreement.

In this case, we can not proceed with any extra refund for you, unless you have an agreement with the host. You also have the host phone number - in your reservation confirmation - just in case.

Thank you in advance for your kind attention and reply,

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.

Best,
*******
Airbnb

Customer Answer
Date: 03/12/2023

Complaint: 19550404

I am rejecting this response because:This is not a response to this BBB claim but the actual message that was sent to me from Airbnb that was shared in the attachments from my last message. This tells me that you all are not taking my claim serious and have done no further investigation into the situation.

Sincerely,

***********************
Business Response
Date: 03/14/2023
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 Resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on Mar 07 2022. Below was the final decision email sent to the user:

{Hello ******,
Thank you for your e-mail.
We have checked your Airbnb communication with the host ***, and did not checked the ones with ***************
Now we have just read them. Your host just informed you about cancellation policy, the same as we were talking about previously.

Unfortunately there is no conversation with the host ***, for the other reservation, and we can not see any refund agreement.

In this case, we can not proceed with any extra refund for you, unless you have an agreement with the host. You also have the host phone number - in your reservation confirmation - just in case.

Thank you in advance for your kind attention and reply,

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.

Best,

****************
Airbnb
Initial Complaint
Date:03/07/2023
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 sent in an Airbnb request for a property owned by *******, a ******** Airbnb owner in ******** ********. My host refuses to answer my questions about refunds. They are ignoring me and I know they are because they accepted a change request after I asked them a question. I feel as though they are being disingenuous and shady. I dont feel comfortable staying in that place if the owner refuses to speak to me and act *****. I want my refund, because I dont want to stay in a place where I am feeling as though I cannot trust the owner. I am not happy with the actions of this owner. Airbnb needs to make sure I I get a refund..
Business Response
Date: 03/07/2023

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 7th March 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:03/07/2023
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 reserved an Airbnb, on December 13th, 2022. The description was for a Lakefront with pool between ***** and keys four bedroom two bath in **************** I have provided the listing per Airbnb website, not with the edited version the host provided. The listing is below.The home was reserved for March 2nd through March 5th, 2023. The total amount was $1273.72. The first payment of $592.46 was made on December 14, 2023, and the remaining on February 15th, 2023. (Airbnb Interaction on phone)I reached out to Airbnb. I was advised my reservation was canceled and we need to get it reinstalled. I was placed on hold for 12 minutes and disconnected. I called back to back at 11:23 am and finally spoke to a representative who transferred me to another representative. I received a call from Airbnb this person stated they were a supervisor. I was very disappointed in the manner this employee who represents Airbnb was communicating with me. She was very rude and used vulgar language. As a customer, I was not provided the opportunity or courtesy to explain what was going on. The host was the only person, who provided this courtesy. This representative of Airbnb threatened to call the police and advised we had 17 minutes to vacate the premises. She stated we had already been on the phone for 13 minutes, so our 30 minutes were about to expire. She went on to say the police would cite us for trespassing and hung up. We received this correspondence.Your reservation at our Airbnb property has been canceled. We have made numerous attempts to contact you, but we have not received any response from you.This message is to inform you that you must vacate the unit within the next 30 minutes. If you fail to do so, we will be forced to involve local authorities to enforce your eviction.Please be aware that at this moment, you do not have a reservation at our property.
Business Response
Date: 03/08/2023
Better Business Bureau Inc.
*************************************************************************; 94607
Re: Case # 19549792

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 (5 March 2023). Below was the final decision email sent to the user:

{Hello *********

Because the cancellation of the reservation was made with the cancellation policy due to a violation of the house rules, youll need to request a refund through our ***************** tool. You can learn more about how it works in our Help Center:

airbnb.com/help/article/1370

The refund is the Host's decision if he would agree to give you the refund you are requesting.

Please let me know if you have any questions here.

Kind Regards,

Rose.}

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:03/07/2023
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 the night of February 24th, we were searching for an AirBnb to stay for our family. We had to leave the AirBnb we were in because it had black mold and the company was not helping us find alternate accomodations. While we were searching Airbnb listing, I accidentally bumped the "reserve" button on one of the listings. I immediately contacted the host and told him that we had booked it in error and asked if he would allow us to cancel without losing our money. $5900 was much more than we budgeted for. The host told us to call him on the phone so that "we are on the same page". While speaking with him on the phone he assured us that it was no problem for us to cancel the reservation and he would give us a full refund. He explained that he did this all the time. He instructed us to cancel the reservation on our end and told us that that AirBnb would call him to approve the refund. When we expressed concern to the host that AirBnb was giving us a message that there would be no refund if we cancelled the reservation, the host convinced us that it was an automated response and didn't mean anything.Given these reassurances by the host, we cancelled the reservation. The instant we cancelled the reservation, the host stopped responding to AirBnb's phone calls for his approval to refund our money. He also wouldn't respond to our calls or messages. AirBnb said that they could only refund the money if the host gave the approval because he didn't give his written approval in his messages. We called AirBnb every day for 9 days and the host wasn't answering their calls. After 9 days the host spoke with them and denied our claims and told them that we never asked for a refund. As part of the rationale for denying our refund, AirBnb incorrectly stated that our messages never asked for a refund. Our written communication with the host clearly shows us asking for a full refund.
Business Response
Date: 03/08/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19549511

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue.

Sincerely,
Airbnb

Customer Answer
Date: 03/08/2023
For this claim, AIRBNB is requesting the reservation number and email. It was HMSCB9NJY5 under the account email address **************************
Business Response
Date: 03/09/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19549511

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (March 5th). Below was the final decision email sent to the user:
I do understand, and I am really sorry for this. If you can provide us the call recording or any evidence where Host has agreed for full refund. We can help you.

{I hope the information provided to you was helpful and supportive.

You may always call our 24-hour international support number at *************** (or ***************) and one of our specialists will be just as happy to take care of your concern.

In case, this is not a desired response and you have a recommendation, please feel free to submit your feedback here: ****************************************************

We always take your feedback and suggestions very seriously and work on the betterment of our users.

Thank you for being a part of such a unique Airbnb community.

Please take care of yourself and stay safe!

Warm Regards,
Preeti}

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

Customer Answer
Date: 03/09/2023

Complaint: 19549511

I am rejecting this response because: We have provided the written message exchanges between us and the host that rationale that invalidates Airbnb's reason for rejecting our refund. Airbnb needs to provide recordings of our phone calls to their support team on the 24th of February as well as the recordings of their calls to the host. That is evidence that would prove our case that they are withholding.

***************************
Business Response
Date: 03/11/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19549511

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (March 6). Below was the final decision email sent to the user:

{I can understand how you must be feeling however, the Host has never confirmed to issue the full refund. He did not respond to the full respond.

I really wanted to help you, but I am bounded with Airbnb policies, I can't issue refund without the Host approval and Host has denied to refund. We do have evidences where Host has assured you for full refund.}

We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Airbnb
Customer Answer
Date: 03/13/2023

Complaint: 19549511

I am rejecting this response because:
Airbnb rejected our refund by stating that we never asked for a full refund in our messages. Now, you are changing your story to say that it is because the host is refusing. That is our argument, the host is defrauding us. Of course he is going to refuse refunding the money now, he is trying to steal our money. Airbnb is allowing a host to steal $5,900 from a family with 5 kids. We were speaking with Airbnb phone representatives for hours that night trying to deal with this situation.
We need the transcripts of our phone calls with Airbnb support for the night of February 24th. Airbnb records these calls for quality, and we were speaking with Airbnb call support seeking their guidance before canceling the reservation, while also speaking with the host. If Airbnb will not provide the transcripts of this call, it is clear that they are not acting in good faith to resolve this issue that will cause my family serious financial hardship.
***************************
Initial Complaint
Date:03/06/2023
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 cancelled a reservation (confirmation # HMJZQB5T8S), within ten minutes of making the reservation. AIRBNB offered me the option of refund to my original method of payment, or site credit. I selected REFUND. I then received an email that I had been given a site credit to my account. Seeing this mistake by AIRBNB, I called and spoke to two different representatives, who replied there was nothing they could do to correct AIRBNB's mistake. They did not have an option to remove the website credit, and instate the refund, originally offered, which I had selected. I asked to speak to a manager, but neither of the representatives had ability to connect me to one.I just want the refund, not the credit -- I want AIRBNB to fix their own mistake!
Business Response
Date: 03/06/2023
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 06th march 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: 03/07/2023

Complaint: 19546079

I am rejecting this response because:

As you can see from the attached screenshot of my communications with AIRBNB, in fact, NO one is helping with my case. It was in fact closed today, with a strange message saying "we're happy we were able to help you", signed without a name, and I have not heard from nor been contacted by anyone at AIRBNB since opening my case. This feels like an absolute scam.
Please refund my money!! I literally selected "refund to original method of method" on your website, hit submit -- and you have not provided me my refund! You mistakenly gave my a site credit. That is not the option I selected. Please correct your error.

Sincerely,

*******************************
Business Response
Date: 03/08/2023
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 [Mar 08, 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:03/06/2023
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 had a reservation for an AirBNB in *****, ****** that began on January 21, 2023. Due to safety issues at the residence, AirBNB authorized a cancellation of the reservation and told my party to leave the premises. We have multiple times been promised a full refund of the price paid for the reservation. Only part of that refund has been issued to me. I am still owed $335.73 from the reservation. I have been calling, chatting, and Tweeting AirBNB support regularly since January 21, and there is no indication whatsoever that I will be receiving this money anytime soon. The attached screenshots show some, but not all, of my communication with them over the last 6 weeks.
Business Response
Date: 03/06/2023
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 06th March 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: 03/06/2023

Complaint: 19545659

I am rejecting this response because I have been sent a version of this exact message every day for the past month with no progress made. There has been no timeline given regarding the money owed to me. I keep receiving automated messages promising me theyll reply on a certain date and that reply never arrives unless prompted.

Sincerely,

*********************
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19545659

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [March 7th]. 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,
Caleb S
Airbnb

Customer Answer
Date: 03/07/2023

Complaint: 19545659

I am rejecting this response because despite their reply, I actually haven't heard a word from them since March 4. Even then, on March 4, they told me they couldn't continue working on my issue until March 5. I've been receiving the same version of that message, but with the dates changed, for the last month.

Sincerely,

*********************
Business Response
Date: 03/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19545659

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [March 7th]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
****************
Airbnb
Customer Answer
Date: 03/07/2023

Complaint: 19545659

I am rejecting this response because I have not heard from Airbnb since March 4, despite them saying that they'd get back to me on March 5. The message sent on March 4 is the same message I've consistently received from them for the last month, except with the date changed each time to a later date.

Sincerely,

*********************
Initial Complaint
Date:03/06/2023
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 am writing about my rental at ******** with ****** and ***** from January 26 to January 29, 2023.In short, AirBnB is trying to charge $2,899 for damage to a bathroom sink that I did not do.The hosts have been dishonest from the getgo, and AirBnB already found in our favor - and gave us almost a full refund - in response to the hosts' lies about: 1) damage to the coffee table, 2) the trash issue; 3) rejecting the handyman; and 4) clearing out the ice.We provided documentation showing the sink already was damaged when we were there. The hosts never visited the property between rentals and even left the signature page of prior renters there - which shows they did not check on the damage, and IS A HUGE BREACH OF PRIVACY. Despite our documentation, the hosts and now AirBnB are committing fraud by charging my credit card for damages I did not do to the kitchen sink. I am trying to upload pictures but the website is not letting me.
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case # 19541984

We have reviewed the facts related to the case number <19541984> 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: 03/06/2023

Complaint: 19541984

I am rejecting this response because this does not resolve the matter. I appreciate AirBnB's attention to this matter, but as previously stated, I need:
1) Assurance that my credit card is not and will not be charged as the sink already was damaged when we arrived - the hosts are committing fraud, as we have proven through our documentation and have refuted all of their claims,
2) A full refund due to the time and distress this has caused,
3) Banning of the hosts, which are dishonest, and
4) Reinstatement of my review to warn others.
Thanks for your continued attention to this matter.
Sincerely,

*********************
Business Response
Date: 03/06/2023
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 [Mar 7, 023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

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

Customer Answer
Date: 03/07/2023

Complaint: 19541984

I am rejecting this response because I am working with the AirBnB team and have not received a resolution. I continue to emphasize that the hosts are committing fraud and continue to seek: 1) assurance that my credit card will not be charged because no one in my party committed the claimed damages; 2) a full refund due to the time, stress, and baseless accusations I have had to deal; 3) reinstatement of my review; and 4) banning of the hosts.

Sincerely,

*********************
Business Response
Date: 03/07/2023
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 [Mar 7, 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,
****** A
Airbnb
Business Response
Date: 03/07/2023
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 8th March 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: 03/07/2023

Complaint: 19541984

I am rejecting this response because this still does not acknowledge that I am not responsible for the hosts claimed damages which are lies.

Sincerely,

*********************
Business Response
Date: 03/09/2023
Our Claims Team have already issued their final decision on this matter and we won't be able to support the user further. Kindly ask the User to directly communicate with our Claims team.

***************************
Initial Complaint
Date:03/05/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been requesting Airbnb for the removal of the below review, written by a ******* host, that's against their own policy:"the worst guest who was and me, very capricious, and a small guest , I do not want to rent him an apartment"It is clearly false and defamatory of my character. It doesn't "(...) provide relevant information about the reviewers experience with the Host, guest, stay, or Experience that would help other community members make informed booking and hosting decisions." It is also meant to denigrate my reputation without providing any substance to the experience. If this person does not want to rent their apartment, why are thy listing it on Airbnb?
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case # 19544221

We have reviewed the facts related to the case number <19544221> 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: 03/06/2023

Complaint: 19544221

I am rejecting this response because: I have not heard a single word from airbnb in regards to this matter. They have not contacted me, let alone offered a resolution. The only suitable resolution would be to remove the review in question, regardless, they have not made contact with me, This is not the first time they have implied they would make contact and then not made contact at all.

Sincerely,

*******************
Business Response
Date: 03/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case # 19544221

We have reviewed the facts related to the case number <19544221> 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: 03/08/2023

Complaint: 19544221

I am rejecting this response because the company is NOT following up the complaint. Their assertion is utterly false.

Sincerely,

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

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