Complaints

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

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  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  AirBNB

  1302 East 3rd Street A Austin, TX 78702

• 

  Airbnb.com

  3795 Soapstone Rd Decatur, GA 30034-6912

• 

  Airbnb, Inc.

  317 McBrien Rd Apt 1 Chattanooga, TN 37411-4871

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

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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 1/5/23 I booked an Airbnb property in ****** for a stay on 1/13/23-1/15/23 for myself and 15 others to attend a funeral service.1. The property was not ready at 3 pm on January 13th which was the check in time the host said. The unit was filthy and we had to wait 3 hours for the host to clean it before entering.2. The host had several unkempt dogs entering the property. She had it listed as a private room but we had 2 units to ourselves.3. She entered the home Saturday afternoon January 14th without our permission and claimed that she thought we were checking out a day early.4. She called me a 2 am claiming we were fighting in the streets then proceeded to send aggressive belligerent text messages with profanity accusing us of baseless accusations of fighting in the streets with 50 people, while we were all asleep. Her texts then spiraled into oversharing personal information that left us feeling unsafe and uncomfortable.5. Following our stay I filed a safety complaint with Airbnb. The host began retaliating and sending harassing text messages. I have not responded to the host directly since filing the safety incident on 1/15/23. The host began requesting more payment and making false allegations of illegal drug use, excessive partying, excessive trash, and biohazard material. She then claimed that because Airbnb locked her account, I owed her the money in lost revenue. This is a clear violation of the retaliation policy.The host has several negative reviews and has several Airbnb accounts where she lists the same properties over and over. AirBnB continues to give automated and unhelpful responses.At 6 am on 2/1/23 I received more harassing text messages from the host. This is repetitive unwanted contact with disturbing information and graphic content and violates MANY of Airbnb's policies and guidelines. I have not contacted the host directly since 1/15/23 before check out. The host is claiming we owe her an additional $4,000.

  Business Response

  Date: 02/11/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19381096

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 11, 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:02/09/2023

  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 November 2022, we made a reservation in Lake Tahoe on Airbnb or our group of 10. The house by #GrandWelcomeVacationRentals original listed 10 people, 5 ***** 3 bathrooms and the house rules were very general as shown in picture. We were all excited about the trip.Just 3 days before the trip, we checked the house listing again, and realized everything has been changed. The number of maximum people allowed reduced to 8 people. In the description, they even stated only 2 bathrooms available and added more strict rules. I read one of the latest review about the house, and a guess already complained that the house could not host 10 people. We quickly realized the house only have 3 queen ***** and one bunk bed, that is a total of 4 beds. The total of beds listed should be 5 ***** as shown in picture, and apparently the single bed is missing.We think the agency posted misleading information, changed listing without notifying current bookings, and this is very dishonest. The refused to refund us, although they knew their house could not host 10 people (hence the listing changed). Due to urgent circumstances, we can't stay at a house that can't fit our group, and we needed to book a new house to accommodate all 10 people. Airbnb knows about this, but they did not want to help us at all.The forced us pay both houses.We ended up #disputing the charge with #americanexpress and hoped that with all the evidences we provided. Please help sharing the post or recommend any organization could help us with the refund. If you know anyone who works at Airbnb, I hope our voice reaches them. I have saved a pdf file of old and new booking, just to make sure they will not delete them.

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19379948
  
  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 (February 8, 2023). Below was the final decision email sent to the user:
  
  {Hi *******,
  
  This is *****, I just wanted to let you know I am back in office and I would be more than happy to continue assisting you today.
  
  I do apologize but unfortunately I won't be able to assist you with this reservation, The primary owner of the reservation would have to be the one that calls in about the reservation.
  
  Best Regards.}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  Airbnb
  
  
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  2 dates of transaction. June 28, 2022 and Jan 11, 2023. June 28th- paid ******* January 22th- paid ******* A group of 9 girls booked an Airbnb house. The host provided us the wrong code and was unreachable (we guessed the code and were able to get in), the house was dirty, pool had a deflated float, leaves in the bottom, no toiletries provided. But most importantly- a man entered our LOCKED rental without permission or introducing himself. He was inappropriate and rude. We then found a questionable hidden camera. We felt so unsafe and ended up booking another Airbnb within a few hours of arriving. Airbnb gave us NO updates on the refund and stated it was their privacy policy. They have finally responded over a week later saying there will be no refund and deemed it a Minor inconvenience.

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19375028

  
  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: 02/10/2023

   
  Complaint: 19375028
  
  I am rejecting this response because: the booking was made under a *************************** account on airbnb. 
  
  Sincerely,
  ***************************

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19375028
  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
  
  Tell us why here...

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19375028
  
  I am rejecting this response because: there was more information required. The name of the account is **************************** 

  Email: ***********************

  Reservation code: HM4PQYKFYX

  Phone number: ************
  
  Sincerely,
  

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

  Business Response

  Date: 02/14/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19375028
  
  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 February 9 2023. Below was the final decision email sent to the user:
  
  {Hi *******,
  
  I hoe that you are doing well, thanks for getting back to me, I am sorry allow me to correct my message yesterday instead of writing that I am unable to call you due to timezone difference not allowing us to speak over the phone, I sent accidentally that I called you and routed to your Voicemail. Moving forward, I tried calling you today; however, there's no one available to take my call and I left a voicemail.
  
  I sincerely apologize ******* but after carefully reviewing your case, our team have determined that you are not covered by Aircover and your Host policy applied on this case and any refund aside from the 10% will be based on their discretion.
  
  Please know that this decision was in-line with our policies and guidelines. This may not be the result that you are expecting, and if there was anything that I could do, I could have done it right away without any hesitations, but on this case we have to follow Airbnb Policy, I hope you understand.
  
  If you still need further assistance, please feel free to let me know by replying to this message. Thanks for being a valuable member of the Airbnb community. We also have a *********** to serve you at www.airbnb.com/help, that being said I shall proceed closing this case from our end.
  
  Best,
  Glory}
  
  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: 02/14/2023

   
  Complaint: 19375028
  
  I am rejecting this response because: Airbnb is offering NO refund to a group of people that have remained loyal with airbnb (and rebooked another airbnb within 2 hours- choosing to not venture out to VRBO or other rental companies). The house was unsanitary, unsafe due to electrical issues, the host was unreachable, and most importantly an unwelcome employee used the code to enter the rental without permission. Several of the guests did not feel comfortable knowing someone felt okay simply entering the code and helping themselves into our rental so we decided to vacate. 

  I do not see how any of these issues outlined above can be deemed as "minor inconveniences". Thankfully we were able to leave the property and find another place to stay but others are not. I worry for future guests that have to endure the stress of this rental without airbnbs support. 
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an Airbnb host for 8 years. I had a guest book my rental room for a two and a half month stay, checking in Jan 10, 2023, in the fall of 2022. The guest arrived on 1/10 and seemed happy with the accommodation. 3 days later I received a notice from Airbnb that the guest felt "unsafe" and wanted to check out early. I was asked to confirm this. I did not confirm his feeling that he was unsafe (he denied that he said this to me and he also wanted to stay another 5 days - nonsensical if he actually felt unsafe), but agreed to him moving out immediately. I had already received the payment for his first 30 days. In a couple of days, I saw that Airbnb had deducted almost $700 from my next reservation, to refund it to the guest that broke his reservation, IN VIOLATION OF THEIR OWN REFUND POLICY and at my expense. I called an agent, ******** who told me I would receive the money in question by Fe2, at 1 pm. I did not so I spoke to another agent ****** who told me that I would not be getting my money back because the guest had only stayed 3 days. I tried to explain to her that he had reserved for two and a half months, and cancelling once his stay had begun did not strictly entitle him to any refund. He agreed when I spoke to him that he was willing to forfeit it. But ****** told me my only option would have been to ask for mediation when he canceled (I was not told this at the time). and that I had no recourse. I would like to resolve this issue with Airbnb by them paying me the $659.59 that the guest paid for the first 30 days of his 2 and 1/2 month reservation because of the opportunity cost and inconvenience to my self.

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19379214
  
  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 Jan 28, 2023. Below was the final decision email sent to the user:
  
  {Hey *****,
  
  Whats happened here is an adjustment was applied to your account. You can check it out in your Transaction History.
  
  You accepted a change request for reservation HMNJJHKAX2, and the updated payout for that reservation was $154.23. Because wed already paid you $$813.82 on Jan 11, 2023 for this reservation, an adjustment of ****** was added to your account.
  
  Adjustments are automatically deducted from your future payout(s) until the full amount is collected. You can learn more about them in our *********** article:
  
  airbnb.com/help/article/366
  
  We appreciate this may not be the outcome you'd hoped for ***********
  
  We always want to hear from our Hosts, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:
  
  airbnb.com/help/feedback
  
  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
  
  

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently made a complaint with the BBB. I just got an email saying the complaint that I made was resolved - false. In fact, its gotten no where. I sent an email to the BBB, explaining that air bnb hadnt made any effort to resolve the issue. heres a recap - over a month ago I rented an Airbnb. a few days after we left I got an email saying that I was kicked off of the platform & could no longer use Airbnb. at this point my ********* were using Airbnb religiously. Were from **& Neither of us have a major credit card, Just coin base & cash app which arent usually accepted at hotels. Due to their mistake weve basically been homeless for the past month. What was supposed to be a good time turned into a nightmare thanks to them. They kicked me off without reason. I called every day - theyd tell me to check my inbox. mind you, they kicked me off their platform so i cant do that. When Id explain this to them theyd tell me that they cant directly connect me to a different department, but theyll make a note & have someone from the correct department Get with me ASAP. NO ONE DID THAT. 2weeks ago I get an email from Them that went something like this, weve read your response to your hosts complaint regarding the damaged chair. We believe you arent at fault. its nice they didnt find me guilty of something I didnt do, but i dont know what response they were talking about. I never wrote a response to the hosts complaint b/c I never knew the host made a complaint. I never got a chance to defend myself b/c they locked me out of my account - if the **** chair was the reason for doing so, why didnt they reinstate my account once they found out I wasnt at fault? After I contacted you guys air bnb immediately emailed me saying the same thing they always do, sorry for the inconvenience, somebody from the correct department will get with you ASAP. &STILL NO ONE HAS DONE SO! i want my account back and compensation for the month we have been on the streets.

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19373874

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 10,2023. 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: 02/10/2023

   
  Complaint: 19373874
  
  I am rejecting this response because: I am objecting this response because that is not true that is totally false nobody has got a hold of me I have not spoke with anybody no specialist to talk to me nobodys trying to figure out anything with me thats a total lie thats the same thing they said last time and its getting absolutely ridiculous I have not received one phone call one email nothing from them and of course *** told him many times that he cannot reach me to email because every time they do I cannot get onto the platform to read them so theres no way to contact me through the email because it doesnt work and they have not tried to call me either so I dont know what theyre talking about but if they have they have not tried to get a hold of me at all and you dont seem to have the longer this goes on its really the longer I dont have a place to stay like I said I was using them religiously for a place to stay I have no place to stay as of right now since its getting ridiculous its going on like two months now you know, I have made every effort to try to contact them I called daily and its the same thing so yes I reject the response that they wrote.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/11/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19373874

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 11, 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: 02/13/2023

   
  Complaint: 19373874
  
  I am rejecting this response because:
  OK for like the fifth time now for two weeks now Ive told you guys the same thing I have not had anybody try to contact me Ive received an email from you guys trying to tell me I needed to consent the new consumer thing or rules and regulations or whatever of course I couldnt even do that because I cant get on my email and I cant except anything it will not let me on my thing it still has me locked out not to mention I still dont have a place to stay and I told you guys to email and when I called you guys the only way to contact me through my phone because the email because guys still havent locked out of my email so Ive been telling you guys for two weeks now with the same outcome I have not received anything from you guys you guys have not done anything Im not working with any specialist no specialist has contacted me whatsoever so you guys are blatantly lying now youre saying this isnt a game anymore I dont have a place to stay because of you guys man yeah Im saying not to mention that you guys are making money off me anyways or would be you know so I mean I dont understand what you guys did Im not working with the specialist once again I dont understand but what is so hard and about yet I cannot get on my email because you guys have me locked out so what is it you guys expect me to do first and second are you guys are lying about trying to contact me if you working with the specialist because thats not true I havent talk to anybody and when I call you guys tell me that you cant send a direct club the to the specialist that I need to talk to you Im saying I told you guys multiple times you to the email things not working for you guys need to call anybody called no not one phone call now iMessage nothing
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/15/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [February 15, 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: 02/15/2023

   
  Complaint: 19373874
  
  I am rejecting this response because:
  
  Sincerely, once again I would like to state that I have not spoken to anybody from Airbnb, I have not worked with any specialist to try to resolve any issue. I have tried for almost two months now to try to get a hold of somebody but nobody has contacted **** just received an email today that said I was kicked off the platform altogether and that I was not allowed to use the Airbnb site anymore. They never gave me a reason why. They had kicked me off the platform about two months ago without reason, since then Ive been trying to get compensation for the two months I have been without a place to stay. How assuming they just dont want to deal with me anymore. They keep saying that they are going to send me to a higher department or have a specialist work with me and none of this has happened. If I ever got an email from them thats all that it said, that They are currently working on the issue. I believe they keep emailing the Better Business Bureau telling you guys that their specialists are working with me on this issue, but they are lying.

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

• Initial Complaint

  Date:02/09/2023

  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 a healthcare traveler. I booked a room for 1 month via Airbnb. The first month went great. I contacted the host about staying another month while on contract and we agreed. I went to book the reservation as I had done before but Airbnb made it so that I would not be able to request to book. The only option was just reserving. The host was sending a special offer for the booking. Once I got to the check out I noticed it was an over $500 increase in price for the same exact place I was already staying in but the host price never changed. I immediately reached out to airbnb support with no help since I made the reservation and cancelled all within minutes of each other. I reached out to the host and they agreed to refund me. However, they are only refunding what they were paid out from airbnb. The amount that she was paid out does not match even the base rate of the month. I just want to have the money returned back to me.

  Business Response

  Date: 02/10/2023

  **********************
  *******, **  94607
  Re: Case #  19373048

  
  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of February 10, 2023.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  
  Airbnb

  
  

• Initial Complaint

  Date:02/09/2023

  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.

  Dear Airbnb Customer Support,I am writing to express my disappointment and frustration with my recent experience on your platform. I had reserved a house through Airbnb for the month of March in the very early of Jan. and was looking forward to my trip. However, the host recently cancelled the reservation, causing significant inconvenience and stress.To make matters worse, I was forced to book a new reservation at a much higher cost. The original reservation I made in ******* was for $1778.97, but the new one I was forced to book due to the cancellation is now $2,589.93. This increase in cost has caused me financial hardship and added to the stress caused by the cancelled reservation.I believe that Airbnb has a responsibility to ensure that hosts adhere to the cancellation policies outlined on the platform. The cancellation policy that was listed on my reservation page did not match the host's actions, and I feel that the cancellation was unjustified.I kindly request that you consider compensating me for the increased cost caused by this cancellation. A refund or credit towards a future reservation would be greatly appreciated.Thank you for taking the time to review my request. I look forward to hearing back from you soon and resolving this matter in a satisfactory manner.*********,*************

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19372925

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 09, 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:02/09/2023

  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 cabin in ******************* for 3 nights from Dec23-Dec26. We were a large group of friend and family with 3 cabins rented. Upon arrival we decided to share a meal together at our cabin. Shortly I start receiving calls from the host who said there are 13 ppl in his cabin while the listing states clearly only 4. I apologized and explained that we only wanted to share a meal all together but I understand and everyone will leave immediately. He was on the speaker so everyone stood up and left. Shortly I received another call from his wife, demanding a FaceTime call so she can see the place. I answered and made a tour of the place where she could see we were the only ppl in the cabin. But she was not satisfied with that, she started insulting us and treating us that she would call the police she will evacuate us and she will not give us any money back. After 10 minutes of screaming her husband has to take the phone from her and hang up not before telling us he doesnt want to see not even 1 extra person at his property. When asked, he admitted they have camera outside the cabin. In all this conversation, my children were scared and afraid that we will have to leave and find another place. That night the temperature was 1F (-18C) and we put the thermostat at 80 degrees. Next morning we found the thermostat blocked with a PIN number(which we didnt know) at 72F. The host never send us any message or anything, simply invaded our privacy and blocked the temperature. My son got sick and started bleeding from his nose so we had to boil water so he can inhale the steam in order to breath.from the vapor and the steam the handle from the microwave above the stove got bubbled. The host placed a damage request for $150 and few days later another one for $150 cleaning the sofa. We repeatedly asked Airbnb to tell us what proof they have for charging us $150 deep cleaning the sofa but no answer was received. They charged the card $300. My husband and I had a romantic moment on the sofa and we believe they had cameras inside the house and recorded us. We are scared that someone recorded us and could use this and even watching it.

  Business Response

  Date: 02/09/2023

  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 09, 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:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked an Airbnb in *********** and the property was not clean, the floors were so dirty that if you ran a paper towel across them it was black, along with our feet and socks. Also, we did not have hot water in the condo for 28 hours after check in. It caused us to miss our dinner reservations for my birthday which was the whole reason for the trip. I have tried to resolve with the host and Airbnb and Airbnb said the best they could do was a $35 credit which is unacceptable. I would want at least one night's credit for our inconvenience. I can attach pictures of the floor and how dirty it was. The whole place was dirty which if you read the reviews several of them say that but I thought maybe the host had resolved the issue.

  Business Response

  Date: 02/09/2023

  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 9, 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: 02/09/2023

   
  Complaint: 19372360
  
  I am rejecting this response because: The complaint team says there is nothing else they can do other than offer a $35 refund which is unacceptable for 1 day without any hot water and a dirty place. The cleaning fee was $260, why do I have to pay that if the condo was not clean. It is located on the beach and at the very least I would expect to be able to shower.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/10/2023

  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 10, 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: 02/11/2023

  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:02/09/2023

  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 created an Airbnb account in August of 2019, the account was then determined to be permanently deactivated prior to me even using the services. I was later informed it was due to a criminal records match obtained from a third party reporting agency. I never consented to or gave permissible purpose for my consumer report to be disclosed to Airbnb at no point in time. I reached out several times over the previous years and received one answer, which stated within their terms and conditions it states "If and as permitted by applicable law, we may, but have no obligation to, verify identity or background". the contradicting statement resulted in an unlawful deactivation of my account. The information obtained from the non affiliated third party even out dates and doesn't contain any information that would interfere with temporarily occupying a living quarters. I demand a reevaluation of my account or I wont hesitate to exercise my consumer rights and pursue litigation for this discrimination.

  Business Response

  Date: 02/09/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19371964
  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: 02/09/2023

   
  Complaint: 19371964
  
  I am rejecting this response because: ************************ or ****************** it doesnt work for either email and wasnt sure which to provide. Phone number **********
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/10/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19371964

  
  We have reviewed the facts related to the case number <2020075717063> 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: 02/10/2023

   
  Complaint: 19371964
  
  I am rejecting this response because: Id rather communicate via BBB to ensure all regulations are followed accordingly. I received an email stating my concern was only being forwarded to the correct department, which I was told every time I contacted Airbnb about this problem. So lets further continue both ways if possible
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/11/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19371964
  
  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 (February 11, 2023). Below was the final decision email sent to the user:
  
  {Hi *****,
  
  We reviewed the additional information you provided and made the decision to restore your account.
  
  Were sorry for the inconvenience this caused, and we appreciate your willingness to work through this together.
  
  You can log back in anytime to host and book reservations as usual.
  
  Thanks for being part of the Airbnb community.
  
  Best,}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  Airbnb
  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19371964
  
  I am rejecting this response because: There should be some credits given for the years of inconvenience Ive incurred as a consumer. The decision was unlawful and caused me serious harm knowing the background check shouldnt have been conducted according to applicable law, discrimination took place, and even the items contained within the report didnt constitute for a denial in Airbnbs services. I tried resolving my concerns for almost 4 years. I deserve credits towards my account or at least a few free nights to utilize the service I was unfortunately denied for without cause. 
  
  Sincerely,
  
  *********************