Complaints

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

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Airbnb, Inc. has 19 locations, listed below.

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• 

  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB

  942 Marion Way Sunnyvale, CA 94087

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  Airbnb, Inc.

  2851 66th Way N Saint Petersburg, FL 33710-3144

• 

  Airbnb, Inc.

  281 W 4th St Chuluota, FL 32766-8906

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:02/19/2023

  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.

  February ****, 2023 I stayed at a place I found on Airbnb site the place had a lot of issues one being that both of our cars were towed when you book with Airbnb they ask how many people will be staying at the place but now they dont want to pay for both of my cars being towed just one also the place had no hot water for 3-4 days and we was only given a 53 dollar coupon I feel like Airbnb has to do better

  Business Response

  Date: 02/19/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19432615

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 20, 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:02/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been contacted repeatedly by Airbnb support to check out of our rental. There is no problem with rental or Host. Just Airbnb asking us to check out. They offered to help us find another rental which I mistakenly booked and cannot get refund. We just want to finish our stay not be harassed by Airbnb

  Business Response

  Date: 02/19/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19432028

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [DATE]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  

  Best,
  Airbnb
  

  
  

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  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 rented a vacation place in ****** from Airbnb. The Apartmet got robbed (believed by the host) approx 5000$. We have made a police report in ****** and shared this with Airbnb so they are instance can cover us for this loss. They have been refusing to do so even with police providing report and evidence.

  Business Response

  Date: 02/18/2023

  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 18, 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: 02/21/2023

   
  Complaint: 19428728
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/22/2023

  Airbnb has not responded to me I am not sure what message, their team hasnt sent me anything since the complain

  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

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19428728
  
  I am rejecting this response because: I am not receiving any updates from the specialist after multiple follow ups 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2023

  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

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19428728
  
  I am rejecting this response because: Airbnb as an accommodation website and company is responsible to offer safe accommodation for families. I have been asking them for an honest investigation on the robbery that happened in the airbnb apartment. They have been sending us in circles with adjusters (who are hired by Airbnb and rejected our claims). We had our cash stolen from the Airbnb location, we had evidence from banks of having this cash, we got a full police report that stated that our airbnb was robbed and seems like it was robbed by the host. Airbnb hasn't offered any real resolution, we came to know that Airbnb was aware of a similar robbery in the same place previously and still kept this listing. We would appreciate it if Airbnb return to us the stolen money from the host. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/25/2023

  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]. 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: 02/27/2023

   
  Complaint: 19428728
  
  I am rejecting this response because: I am still waiting for next steps and corrective actions.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against Airbnb,Inc. because they have stolen from me. On February 12 I logged on to the app to check on reservations for a cabin in Grenada, MS. I checked on dates from Feb 12-March 2nd, 2023.When I went to see if those dates were available I clicked the next button to make sure, the app took my money for all those days. $1451.60. They did not ask me to confirm, they just took it! And sent a receipt. Naturally I panicked and did not intentionally make the reservation. I cancelled it immediately because their policy clearly stated I would be refunded as long as the cancellation was before check in and I would be reimbursed for the days not used. I immediately called the customer support service, the woman advised me that the refund has been released on their end and I should be refunded with 3-5 business days. Since then it has been 6 days. Ive spoken to at least 5 representatives. The woman I initially spoke with apparently put my refund as a booking credit and did not question me about this, she put it there without my permission. I was unaware such a thing even existed.None of the representatives can reach any supervisors and say they are unable to transfer me to any departments that have access to resolve the issue. They all said they would mark my issue as urgent, and would make tickets for the proper person to assist me. Long story short, no one has called me to help with my so called urgent ticket and Ive had to call them numerous times over a span of 6 days. Which has resulted in them telling me since the money was confirmed as a booking credit, that there is nothing they can do to refund me. It will remain as a booking credit for any future reservations, which I will not be making due to this issue!They stole from me and this was all a mistake made by AirBnB. None of them seem to care. I havent been able to pay any of my bills this month. At least not with my own hard earned money. Air bnb is a theif of a company!

  Business Response

  Date: 02/18/2023

  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 18, 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: 02/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/18/2023

  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 rented a ***** through their site. They market that all Stays are covered for refund if the stay is not as advertised. We got to our stay and it was not as advertised. There was construction that caused a level of constant disruption thst it was not possible to use the ***** or outside. Like shaking of home. It was persistent for the whole day. It was not able to talk. Im addiction the ***** was run down. The showers upstairs didnt work, nor the air conditioners. There was no privacy and no way to get dressed in bedroom as there was a construction worker peering in. We rented a bea ***** in the middle of nowhere that was advertised as tranquil. Airbnb stated that the insurance doesnt cover noise so not covered. They negotiated with the host and only refunded $400 of a $1600 stay. We do not feel this is noise. This is well above what noise is. Noise is not consistent- noise is hearing people talking. This was like being in an earthquake for hours. We almost didnt check in but the host told us to try and had indicated they would refund our money. It feels like they are using this as a noise complaint so Airbnb can keep the money. Airbag had not refunded the taxes they took (on a stay that doesnt exist), service fees and did not negotiate with the host in good faith. Airbnb website and policies are misleading. We were initially assured that they would help. The policies indicate they will help find a new place but they colluded with the host and are now saying there is nothing they can do. We asked to be rehomed. We asked for the service fees, taxes, and host fees to reflect what we stayed which was 1 night. They are siting a cancellation policy but we are not cancelling and this is not noise- the ***** was not hospitable. The cancellation policy for a late cancellation is one thing this was not that and is being used as a way to defraud us out of $1200. Cancellation policy should not be pertinent in a situation in which a ***** provided is not as advertised.

  Business Response

  Date: 02/18/2023

  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 18, 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: 02/19/2023

   
  Complaint: 19428140
  
  I am rejecting this response because: they havent been helping. They have been colluding with the host and applying a policy that should not be pertinent. They kept telling us they arent going to be able to help us. We have spent days just trying to get them to help us find other accommodations. They havent refunded our money and have continually told us we arent entitled to it. 
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 02/22/2023

  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 19th). 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 you are just an additional guest.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because we need the main guest to contact us so we can proceed wit the the the travel issues you have reported.
  
  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: 02/23/2023

   
  Complaint: 19428140
  
  I am rejecting this response because: Airbnb is claiming that what we experienced was an insignificant inconvenience. They claim they investigated which was not a neutral investigation, as they basically took the host at their work. There insistence that they do not hold any liability or need to adhere to the hosts cancellation policy is crazy. We needed to leave the home we rented because it was not as advertised. This wasnt a noise complaint this was constant construction- nonstop fior 12+ hours. This was amentites that didnt work  and a host who indicated they would refund our money when we didnt want to check in. Airbnb has the power to remedy on their end. They are keeping their service feels, they are keeping taxes-they are claiming there is nothing they can do. The wording on their website about the insurance that they include with every rental is incredibly misleading. However it seems it is purposefully worded in a way that one can never really claim it. Investigations should be neutral. Places not received as advertised should not be subject to a hosts cancellation policy. Airbnb should not be acting like their hands are tied. We are requesting a full refund of all service fees and taxes and money we paid to just minus the first nights stay, cleaning fees and services and taxes on that- likely about $500. They have returned $400. We paid about $1600. We are desiring to have $700 returned or given as a credit. They are a billion plus dollar company. Them acting like they cant do anything is absurd. 
  
  Sincerely,
  
  ************************************

  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 19th). 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 you are just an additional guest.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because we need the main guest to contact us so we can proceed wit the the the travel issues you have reported.
  
  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: 02/28/2023

   
  Complaint: 19428140
  
  I am rejecting this response because: 

  airbnb website regarding their insurance policy is deceptive and really fraudulent. I thought I was protected. 
  Airbnb are the ones that are deciding what they would consider a nuisance which they feel was the constant construction that we were supposed to live through. Further they have decided that a man working outside the window and on the property isnt against their policy. I couldnt get dressed. I felt unsafe. 
  

  Their policy indicates that if a place is not as advertised then their aircover should protect the consumer. There was no mention of construction when we booked. This should have been disclosed or we should have had the right to cancel. However they magically never cover anything as they go their cancellation policies. 
  

  We did not consent to live in a construction zone. They didnt appropriately resolve. We are owed the fees we paid and the nights we were not refunded. They have the ability to make this right. 
  
  Sincerely,
  
  
  ************************************

• Initial Complaint

  Date:02/18/2023

  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.

  Booked reservation in Airbnb for Jan 30 to Feb 2 2023 Amount of the reservation was for $506.11 The advertise provide false information and didnt indicate the place of reservation was shared with more than 5 people, giving customers a false information and taking their money without any support. Airbnb has not been supported on resolving the issue to avoid impacting other customers or providing me a full refund. It has been a poor experience affecting my health because of the stress im having to get my refund back from a reservation I didnt stay.

  Business Response

  Date: 02/18/2023

  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 Feb 18,2023. 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: 02/19/2023

   
  Complaint: 19428086
  
  I am rejecting this response because:

  airbnb has not provided a resolution. Their response is that i need to work with the host, which I have received zero support. Both parties are ignoring my escalation and they are not helpful at all. According to their policy I am not a guest because I never check in to the reservation which Im not allow to put a review or get my money back. If I didnt use their service why Im not getting my money back. Every business provides a resolution to their customers expect Airbnb 

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

  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 Feb 18,2023. 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: 02/23/2023

   
  Complaint: 19428086
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/25/2023

  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 Feb 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

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19428086
  
  I am rejecting this response because Airbnb is not providing a resolution to refund the funds. I never took advantage of the service.
  
  Sincerely,
  
  *************************

  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 27th Febraury 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:02/18/2023

  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 and airbnb family Christmas vacation in DC and upon arriving to the first house at 11pm there were *** *************** concerns that were not shown in the picture so we reach out to the host no reply then contact airbnb they cancelled applied and inconvenience credit & helped find another we had to find a hotel at 2am paid for early checkin for the second place only to find a lot of *************** hazards again! Stained sheets not access to linens(not enough provides) bug crawling on table, *********** everywhere triggering allergies for ************* Exposed wires an extremely high front door step with no reflectors mother fell. Host kept delaying responses despite messaging the issues right at checkin at the end of night offered another of their properties which wouldnt accommodate our large group. Contacted airbnb they refunded the reservation, I didnt get the early check in refund and we not given an inconvenience credit for the second horrible reservation/stay! We lost an entire vacation day dealing with the issues then I contacted airbnb supervisor about a credit and they kept transferring my chat & no one would speak to me on the phone aside from the one call at 2am ET waking me up, that way highly unprofessional! In the end they closed my case without speaking to ****** found that extremely rude, unprofessional, disrespectful & lacking in customer service. As a family we dealt with ALOT of *************** issues & having to shuffle a large family around which included 2 elders, a 3 & 1 yr old. I am demanding proper compensation as this was the worst airbnb experience from the horrible accommodations to the extremely poor customer service!

  Business Response

  Date: 02/18/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19428028
  
  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 11, 2023. Below was the final decision email sent to the user:
  
  {Hello *****,
  
  This is *****- Airbnb Supervisor. This is regarding supervisory call request raised by ******** and Wasim.
  
  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 the reservation was cancelled and a coupon was already issued to you.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because and we determined that the reservation was cancelled and a coupon was already issued to you. This is the best we could do for you.
  
  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: 02/19/2023

   
  Complaint: 19428028
  
  I am rejecting this response because:

  The case was closed without proper correspondence with me and without a proper resolution!! This needs to be escalated and I I am demanding a personal call from airbnb! 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 02/22/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19428028
  
  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 11, 2023. Below was the final decision email sent to the user:
  
  {Hello *****,
  
  This is Akbar- Airbnb Supervisor. This is regarding supervisory call request raised by ******** and Wasim.
  
  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 the reservation was cancelled and a coupon was already issued to you.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because and we determined that the reservation was cancelled and a coupon was already issued to you. This is the best we could do for you.
  
  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: 02/22/2023

   
  Complaint: 19428028
  
  I am rejecting this response because: I have also requested to speak with a supervisor on the phone directly regarding the issue and still no one has called me!! I had someone attempt to call me, interrupting my sleep at 2:00 AM, common courtesy would be to check the time zone you are calling to. Again, this has not been resolved as I have requested multiple time to be contact directly via phone and nothing just a sorry your case is closed. That is extremely rude and lacking in customer service and I would like to have the escalated even further! Also for you to send me the last message when I had already attached it as a photo is very redundant! 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 02/25/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19428028
  
  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 11, 2023. Below was the final decision email sent to the user:
  
  {Hello *****,
  
  This is Akbar- Airbnb Supervisor. This is regarding supervisory call request raised by ******** and Wasim.
  
  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 the reservation was cancelled and a coupon was already issued to you.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because and we determined that the reservation was cancelled and a coupon was already issued to you. This is the best we could do for you.
  
  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: 19428028
  
  I am rejecting this response because: AGAIN I AM REQUESTING TO BE CONTACTED DIRECTLY ************. I RECEIVED THAT FINAL MESSAGE WITHOUT BEING SPOKEN TO DIRECTLY ABOUT THE ISSUE AND AFTER MULTIPLE TIMES OF ME REQUESTING TO BE CONTACTED DIRECTLY VIA PHONE THAT REQUEST WAS BLATANTLY IGNORED!! I AM AGAIN DEMANDING FOR THIS TO BE ESCALATED AND FOR SOMEONE TO REACH OUT TO ME PERSONALLY VIA MY NUMBER LISTED ABOVE!!!
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:02/18/2023

  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 checked in to my reservation with Airbnb at 12:43 which is when I contacted them to let them know that the listing I checked into was not clean the bed was dirty and I send in several images showing how dirty it was I also contacted the host I literally stood in the corner of the room for an hour or more to wait for a host to bring me a new sheets and blanket after being extremely tired from work which is the reason why Im in ******** and I was ready to go to sleep, which I took a photo of receiving the clean bedding which were the same sets, and was given to me in a trash bag and was damp All of this information was provided to Airbnb. I did not receive any communication from Airbnb for hours until I contacted them again because of the noise coming from the host upstairs with them banging and talking loudly at 5 oclock in the morning I sent in a video to Airbnb to prove and show this information. I requested a full refund from Airbnb. I had to wait for some thing to open around the area because of the time that I arrived at the listing so I called Airbnb again at 8 AM. Since I contacted Airbnb when I first arrived at 12 AM I have been on the phone with them for hours. Ive probably had to call them more than 20 times they have not taken this issue seriously like its my fault that I checked into this listing and was inconvenienced by all of this I also had to miss work, because I could not get any sleep or get myself ready for work in the morning in a dirty listing at 9:52. Pm 02/17/23 I was told by the support ambassador from Airbnb **** that they will only issue me a 20% refund that I will not be receiving a full refund or a credit. They will not be booking me into another reservation and that they are upholding the host cancellation policy. Which is absolutely ridiculous Thats basically telling me as a customer that host having me check into a dirty listing is absolutely OK

  Business Response

  Date: 02/18/2023

  
  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 18, 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:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a place for my husband and I from February 16th-18th upon an unforeseen death of a relative. Husband arrived before me checked in at 335 pm showered and left to visit his family. Returned at 7:30 pm. Lock no longer functional. He cannot access any of his possession. He calls Airbnb and the host. Both say he must wait until the next day for a locksmith even though locksmiths are available 24/7 for lockouts. No payment is offered for him to find an alternative stay or for his lost possessions -he has no change of clothes computer to do his work etc-Husband calls the property manager. Property manager calls air bnb host who informs property manager that he does not wish to pay for a locksmith and to wait for the cleaners to come the next day. Property manager informs us host is in violation of building code because it does not have access key for property manager. 3 pm the next day husband must meet host to finally collect his belongings after calling the host twice. $75 of $337 air bnb refund is offered despite my husband and I NEVER receiving an overnight rental and incurring MORE expense than if we had not had stepped foot inside the place. We had to purchase food clothes and housing for ourselves. This also caused extreme stress during a time of grieving all so the host could either attempt to steal our possessions or avoid paying a locksmith. Airbnb violated its contract to us which states that it would provide an alternative stay if we could not access our rental. I asked for an alternative stay and they declined. They also KEPT my money.

  Business Response

  Date: 02/18/2023

  
  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 18, 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:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a tranquil getaway via Airbnb for 1 month. Upon arriving I find out it is right next Interstate 35. I told the host I don't think I can stay the noise is enourmous. He said you can stay or you leave but I won't give money back. I called Airbnb and spoke with ******* she promised refund and coupon for hotel stay, and promised to call me back within 1 hour, she never did. I called that evening Airbnb 2-3 more times nobody could help but *******. Next morning ******* had messages me that she has signed off my case and new colleague will take over. I called in the morning and spoke with ********, she said that if Airbnb had promised the refund they will do so and hold on to the refund. Again she asked for 1 hour *** to review my case and get back to me. She never did. I call again and speak with Ms A, she also tries to help and states I am at my right to cancel as the noise is excessive. We did find out the host had a notice of noise in the very bottom section of the listing however the main description promises a tranquile getaway in a countryside where you may only see a few cows. The pictures are taken with his back against the busy highway showing beautiful countryside. His noise advert is hidden in teh very bottom and not visible unless you specificaly click on "additonal information". which I did not feel a need for due to the description. I am sleepless now I cannot function, the noise is incredible and the cottage is not soundproored. Airbnb is not following through and not holding on to their aircover. In addition the internet is spotty and I have lost customers w/work. I will leave tomorrow and request a full refund of the remaining paid time due to false advertising.

  Business Response

  Date: 02/18/2023

  
  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 18, 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: 02/18/2023

   
  Complaint: 19427139
  
  I am rejecting this response because: the Airbnb team is changing resolution person so often that I no longer no where I stand or who is in charge of the process. Three resolution team members have provided me the promise of full refund and cancellation of the reservation. The matter is urgent and I keep getting promises that are later withdrawn. In my messages from last night I provided further information regarding inaccurate listing to ***** who had promised to call me by 6 pm last night. Again no call received nor response to my messages.  I no longer have trust in Airbnb handling this issue despite of their promises. Please process the cancellation and refund of the booking now I have already vacated the cottage. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/23/2023

  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 18, 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: 02/23/2023

   
  Complaint: 19427139
  
  I am rejecting this response because: it is unacceptable as nobody is doing nothing about it. The last customer service agent ***** promised 

  to resolve it promptly. Instead she has left me hanging again without responding to my messages.

  I have vacated the property on 5/18/23 and have requested and promised a refund since the very day I arrived in the location due to false advertisement

  that was acknowledged and agreed my Merlena from Airbnb and next ****** by ***************** 

  ***** was supposed to speak with the new apartment host that I reserved as per advise from Merlena. She did not contact her. I drove all the way to ******* from *********** to check in that apartment so now I am paying for two stays at the same time.

  I request resolutions to this immediately or a timeframe by which you will process the refund and cancel the reservation for me.
  
  Sincerely,

   

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

  Business Response

  Date: 02/25/2023

  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] . 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: 19427139
  
  I am rejecting this response because:
  Airbnb is currently doing nothing to solve the problem, they have ignored my most recent response, I have vacated the premises long time ago

  and they simply do not bring this up to a resolution.

  As previously mentioned it was promised to me by Airbnb to cancel and refund when I called on the day of arrival. 

   

  Please contact the customer support team to bring this to an end. 

   

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

  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 28,2023. 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