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:03/04/2023
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.
First, the Airbnb site is difficult to use and doesn't have built-in quality controls to prevent hosts from accidently duplicating the same property. As a homeowner and host, who signed up on the site in July of 2022 I have struggled and find the site difficult to use. I recently went to the site and changed the price of my listing on certain days. Unbeknownst to me, I accidently created a new listing which i) listed my property twice the only difference in listings was the old and new pricing and ii) triggered a 20% price discount on BOTH listings since one listing was showing new. All of a sudden, I am getting reservations at the old rate with a 20% discount. Immediately I contact Airbnb which is when I discover my home was listed twice. With their help, I deleted the duplicate listing. Afterwards, I cancelled the reservation that was made on my original listing with the old rate PLUS a 20% discount. Then to my horror, I discover Airbnb charged me a $665 cancellation fee! When I inquired about the fee, I was told "weve given your request and its details careful consideration and determined that it doesnt qualify as a penalty-free cancellation." Unbelievable, I am not convinced they can legally apply the "new listing" discount to the original listing since it was not a new listing and I never agreed to a discount. At this point, I am hoping we can work this out between parties, and they will refund me the draconian $665 cancellation fee they deducted from my account. It is unethical for them to charge me this fee when they share in some of the responsibility of the error that was made by i) allowing duplicate listings with 2 different rates and ii) applying the new listing discount to the original listing.
Business Response
Date: 03/04/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19538029

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 4, 2023. Below was the final decision email sent to the user:

{Hello ******,

We're truly sorry if that's how you feel.

For our cancellation fees vary depending on the time a reservation is cancelled and the reservation value. We impose fees subject to a minimum of $50 USD and a maximum cancellation fee of $1,000 USD.

-If the reservation is canceled 48 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed.
-If the reservation is canceled more than 48 hours, and 30 days or less, before check-in, the fee is 25% of the reservation amount.
-If the reservation is canceled more than 30 days before check-in, the fee is 10% of the reservation amount.

Learn more here: airbnb.com/help/article/990.

To deactivate a listing,
1. Go to Listings, and select the listing you want
2. Under Listing basics, go to Listing status and click Edit
3. Click Deactivate, and select the reason you're deactivating
4. Click Deactivate

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.
Austin
Airbnb
Initial Complaint
Date:03/03/2023
Type:Sales and Advertising 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 have contacted air ***** at least three times asking for my tax form from 2022. In every conversation Ive explained that because air ***** cancelled my profile I cannot access the app and must receive any communications and the tax form through my email. In response, I receive communications through the app that I cant read and one nonsensical email that had nothing to do with my request for my tax form. I cant seem to get anyone to respond effectively and to the point. Theyve escalated the issue and its the same result. . My request and hope is that this post will help air ***** find the right Person to simply email me the tax form. Thank you,*******
Business Response
Date: 03/04/2023
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 4, 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
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. Airbnb followed up yesterday with the information I requested.
while I am satisfied with the ultimate resolution , I urge Airbnb to consider a major reform to their customer service processes. The measure of customer service should be a reasonable response to customers and in this case and several others it was not reasonable service in the sense that I received several irrelevant follow up emails regarding a different issue , had to call several times with no result. It is to Airbnbs credit that they responded throughly and effectively once this complaint was placed.
Air ***** is an incredible service and business that has helped me and many others both as a host and guest. I would love to see the company improve their customer service and complaints and appeals process.

Sincerely,

***************************
Initial Complaint
Date:03/03/2023
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 booked an airbnb in ******** for 6 days which cost me $755. On my way in, my baggage was delayed so I had to fill out a form for them to courier to me. I provided the address given on my airbnb itinerary. It turns out, the Unit # was missing. Therefore, my luggage couldn't be delivered the entire time I was there. Having read reviews from other people and looking back at the pictures, it would appear the host operates multiple units and only decides upon check-in which one you get. The host refused to refund any part of the amount I paid. The customer support from ********************** was atrocious. In the end, Airbnb would only agree to refund me a fraction of my expenses.
Business Response
Date: 03/04/2023
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 4, 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: 03/04/2023

Complaint: 19537286

I am rejecting this response because the customer support person said she considered this case closed while I have asked repeatedly to have this escalated. The person I've been dealing with can only text message me because she can't speak English. She just ignores my requests to speak with her lead. She said she considers the case closed but I have made it clear that I'm not at all satisfied with their offer of $200. That's a fraction of what I spent to buy essentials. In addition, I spent hours shopping and communicating with the host, airbnb and baggage services instead of having a vacation.
What I've been asking for from the beginning is to refund me what I paid to stay in the place which was $755. because the "incident" ruined my vacation. That is not unreasonable. The refund should come from the host who manages multiple listings and doesn't disclose the unit number which is actually illegal. At immigration, you are asked where you are staying in their country. To provide a condo address without a unit # means people are providing incomplete/incorrect information to authorities. And as in my case, go without luggage because it can't be delivered when there's a delay. Airbnb apparently can't get the host to provide the refund. How is this my problem? Airbnb is a highly profitable company. Offering me such a silly amount is offensive.

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 March 4, 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,
******
Customer Answer
Date: 03/06/2023

Complaint: 19537286

I am rejecting this response because:
****** of their Level 2 resolution team advised that the host won't provide a refund and delayed luggage at the airport is outside of Airbnb control policy. She also said I didn't provide documents but I absolutely did. I provided her with a picture of the itinerary print out showing that "Unit 802" was omitted from the address. I also provided her with two excerpts from other people's reviews. One said the guests were delayed at the airport because they didn't have a unit #. The other guest thanked the host for a two bedroom. The unit I stayed in was a studio. And the studio I stayed in is not the same as the pictures listed with airbnb. Mysteriously, those two reviews have disappeared from the listing. There is something very shady going on with that host and Airbnb is taking no accountability. On March 5th, ****** said she closed the ticket. So, as of today, March 6th, we are nowhere on this issue and I'm asking the Better Business Bureau to step in.

Sincerely,

*************************
Business Response
Date: 03/07/2023
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 06 2023. Below was the final decision email sent to the user:

{Hi *******,

First and fore most I sincerely apologized for the inconvenience that this may have cause you. Please know that this is not the experience that we want you to have as a guest or our community.

As I perfectly understand that you encounter some difficulty with your luggage since the Host failed to provide you the complete address of the listing. However, as mention from previous ambassador this kind of instances is not covered with our policy and what the ambassador provide you are purely Airbnb loss and this loss is out of our policy this was provided for the inconvenient that this cause you. And as per checking you completed the reservation.

Any refund outside the policy would be at your Host's discretion. I highly encourage you to please reach out to your Host by using the Airbnb messaging system. I know that this is not the outcome that you expected. If I, myself, would experience the same thing, I would also feel the frustration that you are feeling right now. But I am hoping for your understanding that I am only here to explain what has happened in your case. Please do not take it against me.

If youd like to give us feedback on our policies or your experience, you can do so using the following link: airbnb.com/feedback Thank you so much for getting in contact with us. If any questions or concerns may arise you may also contact us anytime at www.airbnb.com/help or ********************************************************************** a good day. Stay Safe.

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: 03/07/2023

Complaint: 19537286

I am rejecting this response because:
Firstly, I don't understand what this person is saying. But more importantly, they are not answering directly what I'm saying. I am suggesting that what the host did was not legal. The impact on me was not only having to buy basic necessities but it ruined my vacation. I understand the host is refusing to provide a refund but then, Airbnb needs to take accountability for any illegal practices of the host. They keep saying the case is closed and spouting policy but by not refunding me the cost of the stay, they are not acknowledging their part in allowing a host to do something that is illegal. Nowhere in the airbnb policies does it say that you might not get a complete address when you book with airbnb. Anyway, I'm tired of dealing with airbnb's text messages from what sounds like a robot. I just want my complaint lodged so that other customers can see that airbnb is a risky company to do business with. I personally will not be using them again.

Sincerely,

*************************
Initial Complaint
Date:03/03/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a place through Airbnb in October 2022 for a **************** ******, ** starting in December of 2022. After a few delays I made it to the property and had already paid the 1 of 12 monthly fees in the amount billed to me of $1146.50. Due to unforeseen circumstances I needed to cut the contract short. I was instructed to work with the owner on any contract modification. I did and was not charged any additional fees or penalties for canceling the balance by the owner. A few days prior to leaving I received and invoice from Airbnb for $131.18. I spoke to an agent directly and was told it was a modification by the owner. I told him that was not possible, that I had already spoken with the owner and that there was no additional fee as I was leaving before the full month to provide additional time to the owner to re-rent. I instructed him to contact the owner himself as I was in the middle of packing, traveling and relocating. Fast forward to the first week of March. I get a notice that i needed to pay $131.18 by 4/6 or I would be sent to collections. After several conversation via airbnb website messenger, i was told it was an additional amount that was always due. I told them that I doubted that they don't charge the full amount on the first month of a contract, allowing to have someone to take possession of the property and that it was an arbitrary add on after the fact. In the middle of the dispute the agent actually had the nerve to attempt to debit my account for the money in question. Airbnb continued to attempt to debit my bank account again the next day. The agent said he would have someone else contact me. I have a copy of the original billing, the new "amount due" (weeks after i had already paid) with no explanation and a copy of the conversation. I want Airbnb to remove the charge, apologize for wasting my time and effort and for the bs arbitrary billing.
Business Response
Date: 03/04/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19532233

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Mar 03,2023. 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: 03/04/2023

Complaint: 19532233

I am rejecting this response because: Airbnb has attempted to debit my personal account for the amount in question multiple times while in conversation with them. I don't consider that any type of good faith attempt to resolve this issue. No one has contacted me since 3/2 except for the billing department telling me they were attempting to debit me for the $131.18. See the attachment which is their notification that they attempted the withdrawal. The 3 different explanations for the additional billing (one via phone and 2 via text) and the attempts to debit my account has convinced me that I need the BBB to intercede.

Sincerely,

*************************
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19532233

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Mar 03,2023. 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: 19532233

I am rejecting this response because: the only communication to me since March 2, 2023 was from their billing department telling me they were attempting to collect the funds in question (without my approval) if they wish to resolve this they should contact me directly or work with you directly. If they have time to respond to the BBB then they have the time to contact me.

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 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

Customer Answer
Date: 03/07/2023

Complaint: 19532233

I am rejecting this response because: there is no team that from Airbnb that I am currently working with. On March 2, 3 and 7, I received a demand for payment from a financial specialist. That's been there version of a resolution... I am pretty sure the BBB is going to need to intercede.

Sincerely,

*************************
Initial Complaint
Date:03/03/2023
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.
Im a host on Airbnb. I hosted a guest who through their own negligence broke a window frame. I filed a claim through airbnb Aircover. They denied the damage saying it was normal wear and tear. I filed for arbitration. Airbnb denied arbitration and told me to take it to court. All in all, it appears to be airbnb do whatever they can to avoid paying out for damages they claim to cover. Very disappointing as a host whos hosted thousands of room nights for airbnb.
Business Response
Date: 03/04/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19535074

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:03/03/2023
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.
Paid ******** Seeing the weather was going to be really bad (winter storm) requesting to change dates.Declined. Left our house 6am (2/24/2023) to arrive to the location 13 hours later due to the winter storm. leaving car snowed in. Having to luggage our stuff in the snow to the house. When we arrived at 10pm on 2/24/2023 my boyfriend and I were in shock from the nightmare to get there. Next morning since there was daylight we saw everything the host had talked to me previously getting to the Airbnb. Calling to me to say the cleaners have to leave earlier because of the winter storm. Apologizing for any mess but once I contact Airbnb he denied having that conversation. According to the cleaners everything was left spotless.No electricity (2days) saw dirty dishes. Trash bags not throw out. Dirty utensils place back in cabinets. Towels left in the washer. no water (2 days) our phones were on low battery having to save battery. When we go to the car to get some charge on the phone was not enough since we had to save our gas. Due to severity of weather we left one day early. there wasn't going to be any power or water until Monday. I was asking for partial refund of 950. I was denied by the host and Airbnb.
Business Response
Date: 03/04/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19534340

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on Mar 03,2023. Below was the final decision email sent to the user:

{Hi Ms ************ style="box-sizing: border-box; color: rgb(72, 72, 72); font-family: Cereal, Circular, -apple-system, "system-ui", "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 15px; letter-spacing: 0.1px; background-color: rgb(255, 255, 255);">Hope this message finds you well!

As we spoke yesterday, if you did not have electricity for the weather conditions, it could not ve cover as an extenuating circumstances issue.

Learn more about extenuating circumstances in the next help center article:

airbnb.com/help/article/1320

We understand that you had a disheartening experience with this reservation and this is definitely not something we wish for you to experience on our platform. However, your Host denied issuing a refund. This limits our ability to utilize our Guest Refund Policy and mediation procedures to seek a refund for you outside of the host's stated cancellation policy. Also, we rely on real-time updates from the pertinent community members involved with the reservation in order to ascertain and confirm the events and conditions present.

With this being said, I'm afraid that we will not be able to process any refunds. I hope that you understand that we do have specific guidelines and policies as to how we handle certain situations just like this and that the policies are in place for a purpose. For your future reference,
Here is the link to our Guest Refund Policy that you can refer to if you encounter any travel issues:

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

Best R.}

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: 03/04/2023

Complaint: 19534340

I am rejecting this response because: you are not actually hearing me. You keep copying and pasting the same message. Above my photos show the time it was taken and where. When its dark Friday night and afraid from travel to get to the location. Just trying to stay warm. Next morning then is when we woke up to inspect saw everything the host had mention prior in a call.

Sincerely,

*****************************
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19534340

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on Mar 03,2023. Below was the final decision email sent to the user:

{Hi Ms ************ style="box-sizing: border-box; color: rgb(72, 72, 72); font-family: Cereal, Circular, -apple-system, "system-ui", "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 15px; letter-spacing: 0.1px;">Hope this message finds you well!

As we spoke yesterday, if you did not have electricity for the weather conditions, it could not ve cover as an extenuating circumstances issue.

Learn more about extenuating circumstances in the next help center article:

airbnb.com/help/article/1320

We understand that you had a disheartening experience with this reservation and this is definitely not something we wish for you to experience on our platform. However, your Host denied issuing a refund. This limits our ability to utilize our Guest Refund Policy and mediation procedures to seek a refund for you outside of the host's stated cancellation policy. Also, we rely on real-time updates from the pertinent community members involved with the reservation in order to ascertain and confirm the events and conditions present.

With this being said, I'm afraid that we will not be able to process any refunds. I hope that you understand that we do have specific guidelines and policies as to how we handle certain situations just like this and that the policies are in place for a purpose. For your future reference,
Here is the link to our Guest Refund Policy that you can refer to if you encounter any travel issues:

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

Best R.}

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: 03/06/2023

Complaint: 19534340

I am rejecting this response

Sincerely,

*****************************
Initial Complaint
Date:03/03/2023
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 booked a trip on 2/28 for stay dates on 3/3-3/9. My travel group is a party of 7 but I accidentally booked for only 4adults and not the additional 3 children. Upon booking the host messaged me directly about my guest and I advised immediately it was a party of 7 and everything was ok. Well 2 days later less then 24hr the host messaged me and said that I owe more money for the additional guests. So I asked to cancel because I could not pay any additional money and he refused. But because he didnt notify me of the rate change timely I was not eligible for a full refund only a partial which is not good business practice. If he had informed me right away when he was made aware of the 7 guests I could have cancelled right away and been eligible for a full refund per Airbnb policy.
Business Response
Date: 03/03/2023
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 3, 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: 03/03/2023

Complaint: 19531594

I am rejecting this response because:they are not contacting me in a timely manner. I have requested for manager to call me since **** on 3/2 and have yet to get resolution.

Sincerely,

*************************************
Business Response
Date: 03/04/2023
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 4, 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: 19531594

I am rejecting this response because:there is still no resolution.

Sincerely,

*************************************
Business Response
Date: 03/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19531594

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 6,2023). Below was the final decision email sent to the user:

{Hello **********,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that any additional refund outside the cancellation policy will be your Host Discretion.

We understand that this might not be what youd hoped for, but we came to this outcome because your Host was able to disclose that unregistered Guest is not allowed at the Listing.

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

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

Best regards,
Christian J}

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: 03/07/2023

Complaint: 19531594

I am rejecting this response because:they are incorrectly following their policy.

Sincerely,

*************************************
Initial Complaint
Date:03/02/2023
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.
Airbnb is a shell company that is run almost exclusively off shore ( you will never ever talk to someone stateside and the recording of messages is strictly to protect them) with call centers that will say anything and everything to get you off the phone including lying to you about what you can do as a land lord and also the protections and rights that you have. Eventually if you use air bnb you will get a fraudulent guest who will destroy your home and Air Bnb will not come to your aid or address the tenants( the insurance program is also simply a shell game)-- after all the guests are paying all the fees. I had guest bring a cat which was unauthorized and it destroyed my home when I presented overwhelming proof to the Pacific Island ( complete with roosters in the background) customer service department they actually suspended my account( not my landlord account just my guest account which is bizarre in itself.) They have this farcical system called ambassadors which is simply to bs the provider just enough to get a complete billing done. You think you are making money with this scam but when you consider all the damages and all the risk it is an absolute money loser. You will have a few good guests but all it takes is one and when they visit you will regret every ***** you make I promise this and Air bnb just looks to the next sucker and could care less about making you whole or being fair. Don't say you weren't warned. It costed me over ***** in damages
Business Response
Date: 03/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19530875
We have reviewed the facts related to the case number <19530875> 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:03/02/2023
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.
Air BnB is allowing a host to keep their rental advertised even thought I went there and it was under construction. No toilet installed and no furniture. I had to sleep in my car. They still allow this listing even though there is no room. The host and the company just want to collect money even though they are misrepresenting the property.
Business Response
Date: 03/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19529998
We have reviewed the facts related to the case number <19529998> 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:03/02/2023
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.
On 1/7/23 I reserved and paid $462.18 for an Airbnb accommodation in *************, ******** for 14 guests from 2/25/23 to 2/26/23 (1 night). The accommodation is located in the Catskills mountains and I planned a ski weekend for my godson's birthday. On 2/25/23 we arrived in the Catskills around 10am and skied until around 4pm. Around 4:30pm on 2/25/23 en route to check into the Airbnb for the evening, I received a message on the Airbnb app stating that the accommodation (that I reserved and paid for nearly 2 months prior) was not cleaned from the prior guests and therefore is unavailable.I immediately called Airbnb customer service *************), explained that myself and 13 guests are stranded (in the middle of no where) based on the message I received on the app, and requested assistance with securing alternate accommodation. After a brief investigation, the representative (****) confirmed that we were indeed stranded through no doing of our own and requested a few minutes to find us alternate accommodation. We waited about 2 hours outside in the cold for **** to call back with alternate accommodation but he never did. So I called back customer service and spoke with *****. ***** essentially said that all Airbnb will do is refund me the $462.18 that I already paid and $200 for a hotel. At this point it's nearly 8pm and I asked ***** how am I to find a $200 hotel for 14 people in the middle of no where, but he was unconcerned.Eventually I found a hotel, booked 4 rooms (the minimum to accommodate the 14 of us) for $176.67 per room (or a total of $706.68). When we checked out the next day (2/26/23), I sent Airbnb the hotel receipts and requested a full refund but they refused. To say Airbnb ruined what was supposed to be a celebratory weekend is an understatement. I am simply requesting rectification of the situation they created. Airbnb stated that they recorded all of our communication so they are able to provide a full transcript of our interaction.
Business Response
Date: 03/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19528355

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on Mar 02,2023. Below was the final decision email sent to the user:

{Hi ******,

Thank you so much for the patience. I have gone ahead and processed the $200 hotel reimbursement.

I noticed that you do not have any payout method yet. Adding a new payout method is quick and easy, but it does take a little time for the new method to be verified. Once that happens, its status will change to Ready.

Payout options and currencies differ by country and region.

To learn more about it, refer to this link: ********************************************************

}

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: 03/03/2023

Complaint: 19528355

I am rejecting this response because: As stated in my original complaint, I reserved and paid for Airbnb accommodations nearly 2 months in advance of my travels on 2/25/23. At approximately 5pm on 2/25/23 when I arrived in the town where the accommodation is located and was approximately 10 minutes away from the property, Airbnb cancelled my reservation -- leaving me stranded. I then wasted over 2 hours in the freezing cold pleading with Airbnb to find me alternate accommodation but they refused. I was then forced to search for a hotel at 8pm and ended up paying $706.68 to fix a problem created ENTIRELY by Airbnb. So no, I do not accept their $200. I want all $706.68 it cost me to fix the problem Airbnb created.

Sincerely,

*************************
Business Response
Date: 03/06/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19528355

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on Mar 02,2023. Below was the final decision email sent to the user:

{Hi ******,

Thank you so much for the patience. I have gone ahead and processed the $200 hotel reimbursement.

I noticed that you do not have any payout method yet. Adding a new payout method is quick and easy, but it does take a little time for the new method to be verified. Once that happens, its status will change to Ready.

Payout options and currencies differ by country and region.

To learn more about it, refer to this link: ********************************************************

}

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: 03/07/2023

Complaint: 19528355

I am rejecting this response because: For the same reasons stated in my 3/3/3 response. Airbnbs business practice is reprehensible and they need to be held accountable. I paid for reservations six weeks in advance, which Airbnb unilaterally cancelled at 5pm on the day my group traveled for hours to the accommodation and was 10 minutes from checking inthus leaving us stranded in the middle of nowhere. I then spent nearly three hours outside in the freezing cold hoping that Airbnb would provide us alternate accommodation. When Airbnb failed to do so, I was forced to search for a hotel and ended up paying $706.68. For this nightmare experience, Airbnb has offered $200unacceptable!

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

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Airbnb, Inc. is NOT a BBB Accredited Business.