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

7,316 total complaints in the last 3 years.
2,159 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:02/23/2023
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.
You dont deliver as you promise. I was told my escalated complaint would receive a mgr call back in 24 hrs which did not happen. Now you leave me no choice but to report your ***************** to the BBB, Atty ******** Yelp and ****** reviews. And why??? I have documented evidence when they checked in everything was fine. Your policies in place regarding removing an untrue review are poor!! You need to support your hosts!! People are disgruntled these days ** of the cost of life but that is no reason to lie and take it out on a host!!
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19458405

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 Aug 17,2022. Below was the final decision email sent to the user:

{Hello *****,

This is *******************************, supervisor at the resolutions team from Airbnb. Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because the review in dispute does not violate our policies
in any way, we understand you would've expect a report from them, but apparently it was not big enough for them not to complete the reservation and that's why it was not reported.

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

If you would like a call back to go over the policies I will be more than happy to do so, please provide a date and time when it would be best for me to call.

I'll wait until I hear back from you, before I take any action.

Looking forward to your reply.

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: 02/24/2023

Complaint: 19458405

I am rejecting this response because:
As previously stated they do NOT look at evidence presented to them and remove reviews that are untrue therefore providing no customer service when problems arise. This seems to be what numerous others say about Airbnb as well which explains their very low rating and why they are not accredited with the BBB. It will certainly hurt their business if they dk not improve their policies and ways of doing business. Just file in your records please along with the thousands of others with similar Examples of lack of customer service.
Sincerely,

*************************
Business Response
Date: 02/25/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19458405

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 Aug 17,2022. Below was the final decision email sent to the user:

{Hello *****,

This is *******************************, supervisor at the resolutions team from Airbnb. Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because the review in dispute does not violate our policies
in any way, we understand you would've expect a report from them, but apparently it was not big enough for them not to complete the reservation and that's why it was not reported.

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

If you would like a call back to go over the policies I will be more than happy to do so, please provide a date and time when it would be best for me to call.

I'll wait until I hear back from you, before I take any action.

Looking forward to your reply.

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: 02/27/2023

Complaint: 19458405

I am rejecting this response because:
They do not resolve issues.
They do not evaluate using evidence.
They are very one-sided.
Most unprofessional way of doing business. Theyll be losing business with this attitude.

Sincerely,

*************************
Business Response
Date: 02/28/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19458405

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 Aug 17,2022. Below was the final decision email sent to the user:

{Hello *****,

This is *******************************, supervisor at the resolutions team from Airbnb. Thank you for getting back in touch with us about your concerns. As requested, weve reviewed your case and its details.

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because the review in dispute does not violate our policies
in any way, we understand you would've expect a report from them, but apparently it was not big enough for them not to complete the reservation and that's why it was not reported.

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

If you would like a call back to go over the policies I will be more than happy to do so, please provide a date and time when it would be best for me to call.

I'll wait until I hear back from you, before I take any action.

Looking forward to your reply.

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: 02/28/2023

Complaint: 19458405

I am rejecting this response because:Reasons previously stated regarding appropriately looking at the evidence by the business and not just blanketed responses ignoring facts.

Sincerely,

*************************
Initial Complaint
Date:02/23/2023
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.
Paid for reservation at an Airbnb on February 9th 2023 that began on February 9th through March 30, 2023. Was charged ******* for the first 30 days of reservation. On February 21, 2023 I was notified by Airbnb that they had cancelled my reservation and needed to vacate the rental immediately. They said my account was also suspended. They could not provide any details other than that there has been a breach of their terms and conditions. I found out on February 22, 2023 that the Airbnb hosts had went through my garbage, entered the unit while I was not present and then called the department of human services alleging child abuse. This was deemed unfounded after speaking with the caseworker. I have a 1 month old infant and am displaced by this abrupt cancellation based on false accusations and also my rights are violated by the entry into a space I had paid to rent. I demand a full refund for the amount of the reservation and also believe that the hosts should be required to provide additional compensation for personal damages. It seems that Airbnb is creating an opportunity for bad landlords to exist with no liability and no protection for short-term tenants.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19458014

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24, 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:02/23/2023
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.
In April of 2022 I booked an Airbnb for a trip I intended to take in October. I had until September 28th to cancel. I canceled the reservation on September 26, 2022. On September 27, 2022 airbnb issued a refund to my original form of payment, which was ApplePay, linked to a debit card on an account that was closed in May 2022. Since that time I have been unable to have the funds reversed and sent to my current active method of payment with Airbnb despite that their website states their policy is to reissue credits sent to a closed account to an open account on file with Airbnb. Other than providing me a transaction document showing the original credit transaction, Airbnb refuses to assist me further with the refund. They require a letter from a bank manager at my old bank stating that the funds were returned. My former bank indicates that they have no way to trace the transaction and thus cannot provide that documentation. My former bank is willing to provide a statement of the account showing that the funds were not deposited but this is unacceptable to airbnb. Chase, the bank for airbnb also states they cannot trace the payment and airbnb would need to initiate. They refuse to do so. They have declined to assist me further at this time and I still do not have my credit of $1,431.20. I have filed a formal complaint with the *** as well, ref# *********. I am attaching screenshots of the most recent conversation with airbnb and the transaction document they provided to me.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19457613

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24,2023. 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: 02/24/2023

Complaint: 19457613

I am rejecting this response because: I have been working with the business since October and they have been unable to provide any resolution at all. They just keep telling me the same thing over and over again.

Sincerely,

Genesis *********
Business Response
Date: 02/25/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19457613

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24,2023. 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: 02/27/2023

Complaint: 19457613

I am rejecting this response because:
The specialized team is the same person I have been working with since October who cannot resolve the issue just as they keep saying the same thing to me over and over again, your response here is exactly the same as it was a few days ago I need to work with someone who can actually assist me, not repeat outdated information again and again

Sincerely,

Genesis *********
Business Response
Date: 02/28/2023
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 February 25, 2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
************
Airbnb
Initial Complaint
Date:02/23/2023
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 filed a claim with my bank on February 7, 2023 since the merchant AirBnB promised refund did not show up. This refund was confirmed by the merchant (AirBnB) that it was released on February 2, 2023. However merchant says that my financial institution has the money and is keeping it on hold. I called my bank and they told me that they do not have the funds. I'm concerned that AirBnB is holding my money for the longest term possibly for other purposes that benefit them but is inconveniencing me as the customer.
Business Response
Date: 02/24/2023
Hi *******,

My name is ****** and I work here at Airbnb. I am following up with you regarding your BBB case 19398147.

Thank you for your detailed feedback and we're sorry to hear of your experience.

We are unable to proceed with mediation as a chargeback has been filed on the reservation in question. If you would like further customer support from **********************, youll need to provide documentation showing the chargeback case is closed and cannot be reopened, or that it was ruled in Airbnbs favor.

Please provide an official letter from the card issuer showing the status of the chargeback and the date of the ruling.

Best,
Airbnb

Customer Answer
Date: 02/24/2023

Complaint: 19398147

I am rejecting this response because: I cannot close out the dispute as the reason it was open was that the alleged refund was never issued. If we close it and rule in AirBnBs favor we would forfeit the refund that was due. The bank is requesting that they send the refund and they will close out the case because thats what was contractually due since services were canceled without my permission and the booking never occurred. At this point it looks super dishonest because I was told that there was a refund issues with the trace number. Im now being told that they havent sent it because of the open case. Which is it?

Sincerely,

*************************
Business Response
Date: 02/27/2023
Hi *******,

My name is ***** and I work here at Airbnb. I am following up with you regarding your BBB case 19398147.

Thank you for your detailed feedback and we're sorry to hear of your experience.

We are unable to proceed with mediation as a chargeback has been filed on the reservation in question. If you would like further customer support from **********************, youll need to provide documentation showing the chargeback case is closed and cannot be reopened, or that it was ruled in Airbnbs favor.

Please provide an official letter from the card issuer showing the status of the chargeback and the date of the ruling.

Best,
Airbnb
Customer Answer
Date: 02/28/2023

Complaint: 19398147

I am rejecting this response because:This makes no objective sense as the reason that the claim was filed was because we were told a refund was given and it never came through. I was lied to write an Airbnb representatives saying that it was a one give me a trace number. Obviously from this response, it did not happen, and if we close at the claim, we are allowing the charges to be valid and forfeiting my refund. AirbnB needs to contact my bank to provide them a resolution so they can close it out. Until the refund is received I cannot close the case!

Sincerely,

*************************
Business Response
Date: 02/28/2023
Hi *******,
My name is ***** and I work here at Airbnb. I am following up with you regarding your BBB case 19398147.
Thank you for your detailed feedback and we're sorry to hear of your experience.
We are unable to proceed with mediation as a chargeback has been filed on the reservation in question. If you would like further customer support from **********************, youll need to provide documentation showing the chargeback case is closed and cannot be reopened, or that it was ruled in Airbnbs favor.
Please provide an official letter from the card issuer showing the status of the chargeback and the date of the ruling.
Best,
Airbnb

Customer Answer
Date: 02/28/2023

Complaint: 19398147

I am rejecting this response because: Your business is incompetent. If I wanted to hear a repetitive script over and over again I would have called customer service. You need to escalate this to the Office of the President to have someone contact my bank to resolve this. We will not close the chargeback because the amount was never refunded as promised. It's close to $3K so this is a serious issue since services were never delivered and you all are holding my money. I will have to seek legal damages if this is not resolved.

Sincerely,

*************************
Initial Complaint
Date:02/23/2023
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.
We stayed at an Airbnb located at *************************** in ********* the beginning of Feb 2023. The property was listed as Pet friendly, however, during our stay our dog, Ice, was sniffing around the backyard and began to lose consciousness. After about **** mins she was completely limp and couldnt control her bowel movements. As she was losing consciousness I began to pour water all over her body and down her throat to try and keep her awake. I was able to get her into the car and rush her to the closest ************ that was about 20 mins away. Luckily Ice ended up being okay.Im not sure if the host uses pesticides and/or Rat poison in their yard but this property should not be listed as Pet Friendly. When I brought this information to the host, ******, he did not care one bit.Instead, ******, decided to accuse us of damage to his bath tub due to bathing my dogs at the property. This accusation is far from the truth. After we had gone to the dog beach that day I made sure to stop at the ****************** to remove any sand and make sure ******* property was kept as I had arrived to it.I believe ****** is very unethical and unsympathetic. Even after the incident I was trying to look pass it and be kind. However, I do not appreciate the accusations. Therefore, I believe this issue needs to be brought to light.There is multiple other problems with this property and host that I will list below, however, losing Ice was the #1 issue I had. I will never use Airbnb again as they still allow this property to be booked and labeled as Dog Friendly.Issues with the property at *********************************************** **:- poor insulation - open gaps under the entrances - water heater goes in and out - shower head hardly let any water out - no effective heating solution - parking is hazardous - broken concrete on the driveway - dirty floors - mattress worn out and thin - host did not answer phone calls when we had issues
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19455653

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24,2023. 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:02/23/2023
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 4/18/2022, I made a deposit of $5952 with Airbnb for a 2 week stay at a rental property in *******, **. ( *********** Condos 212 ) for March 2023. Unfortunately, in late September 2022, Hurricane *** hit the area and caused much devastation. We contacted the owners of the condo and were told they would get back to us as they were assisting renters whose dates were closer. Because a second payment in the same amount was due in late December, I again contacted owners and was reassured that the property would be ready and if I chose to not make the second payment or cancel, they were sticking to the cancellation policy ( renter to receive only one quarter refund ). I then did some research and contacted *********** ***** of ********* and was told property had no roof, needed much rebuilding as it would be gutted to the studs and would not be habitable by 3/2023.I contacted the owners with this information to no avail; pursued it with the Airbnb ***************** without any assistance. We cancelled the reservation so as not to send additional payment for a property that no longer was habitable. I sent letters describing the situation to the *** and Head of Housing via certified mail and received no correspondence back. Is it not fraudulent to proceed given that there is no product? Also, Airbnb has Air Cover which has a "get what you expected guarantee". I look forward to your guidance.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19454558

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 Jan 13, 2023. Below was the final decision email sent to the user:

{Hi *******,

Thanks for your patience.

We have reviewed your case very carefully and would like to inform you that the total cost of the reservation was $11,916.64. However, we didn't charge you the Total cost of the reservation as you cancelled the reservation.

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

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because the Host has mentioned that the property is ready and still exists..

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

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

airbnb.com/feedback

Regards,
Vinay}

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: 02/26/2023

Complaint: 19454558

I am rejecting this response because:
1: The cancellation policy stated that 25% of our payments to date would be refunded if cancelled 30 days or more prior to rental date. We have received zero refund to our credit card.
2: I think the biggest concern I have is that no refund was offered when clearly there is no condo to inhabit at ************************** in ******* due to the hurricane's devastation. When working with the Airbnb support team, they asked me for proof of this and I supplied them with photos and ***************** association special meeting minutes regarding the damages and how repairs would follow. However, they simply took the host's word that it was available, when this is simply not the case. The burden was placed on the consumer with no real responsibility on the host.
3:Airbnb also has a guarantee that if the rental property is not as advertised, they would intervene and remedy the situation. The condo property is clearly no longer as advertised.
Sincerely,

***************************
Business Response
Date: 02/28/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19454558

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 Jan 13, 2023. Below was the final decision email sent to the user:

{Hi *******,

Thanks for your patience.

We have reviewed your case very carefully and would like to inform you that the total cost of the reservation was $11,916.64. However, we didn't charge you the Total cost of the reservation as you cancelled the reservation.

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

After careful consideration, we determined that the original outcome should be upheld. We understand that this might not be what youd hoped for, but we came to this outcome because the Host has mentioned that the property is ready and still exists..

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

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

airbnb.com/feedback

Regards,}

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

Best,
*******
Airbnb
Customer Answer
Date: 02/28/2023

Complaint: 19454558

I am rejecting this response because:
I don't feel like the team addressed any of my three issues.
1 - Please explain the cancellation policy and why I was not at the very least given 25 % refund when I cancelled more than 30 days prior to occupancy.
2 - No one has addressed the topic of occupancy. Will the condo be available for occupancy as of March 4, 2023? Is there proof that the airbnb team contacted the hosts and asked for proof of this; if not, please explain why.
3 - Explain why Airbnb's AirCover policy does not cover this situation. The condo obviously is not as advertised on the site. A reputable **************** would have contacted all renters to explain the circumstances and cancelled the agreement. IF I had made the final payment, is there the possibility that our family would have arrived in ******* to find an inhabitable condo?
I would appreciate your help in having these three issues addressed before closing the case. Thank you.
Sincerely,

***************************
Initial Complaint
Date:02/23/2023
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.
We booked an Airbnb for our trip to *********** for 2/17/2023 to 2/20/2023. We checked in on 2/17/2023 and that night the power went off and we woke up to the power being off for most of the day 2/18/2023. We contacted the host and they let us know someone would fix it. It was fixed around 3:00pm. On 2/18 night there was a party held by the Airbnb owner and we kept waking up and around 12:00am we complained with the front desk since it was way past the quiet time hours set and they said they could not do anything about it since it was the owners party. Around 2 am we decided to leave and I contacted Airbnb so that they could assist us and no response. We had to stay at a hotel and after reading the Airbnb policy we had recorded proof and messages and therefore we could be covered for this. Airbnb did not contact until the following day and said that we were not covered. They claim to have the most comprehensive protection in travel through AirCover but this is an absolute false claim and very misleading. I would like to request for a full refund and for them to update their misleading claim.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19454518

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24, 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:02/23/2023
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.
What a SCAM! I booked a stay through Airbnb. Unknown at the time of booking, the host sent a request to provide highly personal information, and additional payment, amounting to an extra 50% of the original booking. I immediately (within minutes of booking) informed them that I do not feel comfortable staying in their place because of their unexpected requests for more money. The host provided a refund for about half of the original amount, and insisted on keeping about $250 of my money. Airbnb support has made repeated attempts to reach out to them, and the host has gone dark. At one point they hinted that they may provide additional refund, and then went dark again, stalling for time in hopes that I simply go away. They offered an insulting $25 coupon, which is insufficient. Airbnb has given me the run-around saying they cant provide a refund regardless of all their marketing claims about customer protection and guarantees. I specifically chose to book via Airbnb because of the (claimed) customer protection, which has been failure. The booking was active for about 30 minutes, so there is nearly zero chance that the host suffered any loss from other people not being able to book this room. It was cancelled nearly immediately, and they RE-listed the room at double the original price!If you look at their listings on airbnb and other websites, looks like they operate multiple profiles, so that if one gets taken down for scamming, other accounts will stay active. I will not give up until I get my full payment back.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19453807

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: 02/24/2023

Complaint: 19453807

I am rejecting this response because:
As requested by Airbnb, here are the details of the booking:
Confirmation Number: HMCK9W58WW
This was also included on the receipt attached to the original complaint submission.

Sincerely,

***************
Business Response
Date: 02/26/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19453807
We have reviewed the facts related to the case number <2020077014432> 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: 03/01/2023

Complaint: 19453807

I am rejecting this response because: I have not received any contact from Airbnb regarding this matter. I have provided the transaction number and my email to Airbnb.

Sincerely,

***************
Business Response
Date: 03/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19453807

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 3, 2023. Below was the final decision email sent to the user:

{Were sorry that your trip was affected. Weve contacted the Host. But, on this occasion, it doesn't qualify for an additional refund. This means the original terms of your reservation still stand.

We appreciate thats not what youd hoped to hear, but we wanted to let you know as we have to close out this ***************** case at this time.

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

airbnb.com/feedback}

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: 19453807

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:02/23/2023
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 am traveling to ***. i inquired about several airbnb locations in the area of *** where i want to stay. one woman declined me based on having a service dog. i searched for another location. i inquired about several. suddenly there was a charge on my account for one of those. i wrote to airbnb and asked why they charged my account using a prior (January 2020) payment method without confirmation from me that i wanted to stay at that location. i also inquired about the person who declined me because of my service dog. it's been several weeks of exchanges with no real action on the part of airbnb. i feel the charge without my confirmation is illegal, and denying me because of a service dog is illegal. they refuse to take any steps to solve either of my queries.
Business Response
Date: 02/24/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19453631

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 24, 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: 02/24/2023

Complaint: 19453631

I am rejecting this response because they have taken no action on my behalf. it's been more than a week. they clearly understand the problems, yet have been delaying any real action.

Sincerely,

E ***********************************
Business Response
Date: 02/25/2023
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 (Feb 25, 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 we won't be able to assist you further in this case.

We understand that this might not be what youd hoped for, but we came to this outcome because as you request the booking as per your preference and fill the payment details it goes under authorization and once the reservation is confirmed by the Host the charges are done automatically by the system as it is preapproved by you while requesting the booking.

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

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

Best regards,}

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

Customer Answer
Date: 02/27/2023

Complaint: 19453631

I am rejecting this response because: allowing a host to decline a guest with a service dog is illegal.

Sincerely,

E ***********************************
Business Response
Date: 02/28/2023
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 (Feb 25, 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 we won't be able to assist you further in this case.

We understand that this might not be what youd hoped for, but we came to this outcome because as you request the booking as per your preference and fill the payment details it goes under authorization and once the reservation is confirmed by the Host the charges are done automatically by the system as it is preapproved by you while requesting the booking.

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

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

Best regards,}

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

Best,
*******
Airbnb
Customer Answer
Date: 03/02/2023

Complaint: 19453631

I am rejecting this response because: refusing a guest with a service dog is illegal. it's illegal according to airbnb rules also.

Sincerely,

E ***********************************
Initial Complaint
Date:02/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at an Airbnb and ended up in the hospital from bed bug bites. I have to fumigate my house and throw away a lot of **************** because of this. Airbnb did nothing to help me out with the situation. NOTHING. No refund no remorse. I will never be using their service again.
Business Response
Date: 02/22/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of [February 23,2023]. 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

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