Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s profile for Airbnb, Inc., was created in April 2011. A review of complaints was done in October 2024. Complaints on file state cleanliness concerns.

BBB recommends consumers and hosts to review the following:

Ground rules for Hosts
Ground rules for guests
What to do if the place you're staying isn’t clean at check-in

For additional support, please visit AirBnB's Help Center.

Complaints

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

Customer Complaints Summary

7,314 total complaints in the last 3 years.
2,155 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:02/08/2023
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 planned properly and booked a long term stay with Air Bnb. Within the first few days I noticed dogs in the area that the owner was aware of. The dogs constantly growled and my sons and the last straw was when one of the dogs jumped on my car leaving scratches. I just purchased my car in September. I advised AirBnb of the issue. While the trip was protected by AirCover, the representatives at AirBnb chose to make their own rules. i was due a full refund and they only provided a partial in which I am still awaiting. They are also obligated to provide me with a comparable or better property. They dropped the ball which forced myself and my two minor children to have to pay out of pocket for a room with money that was meant to feed my children with. I am now homeless as the hotel has no vacancies tonight. I also do not have money to afford a room as I am still awaiting my $1K refund. AirBnb is not responsive, they also refuse to let me speak with management. I am a disabled vet and I didnt serve my country to be mistreated by its citizens.
Business Response
Date: 02/09/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of [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:02/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Airbnb closed this dispute and told me to contact my bank and my bank is telling me that they cant help with this issue either.Mastercard Last 4 ***** Im not aware of the first 6 digits as I no longer have this card due to the fraud June 13,2021 $823.13 USD June 2nd,2021 $348.29 USD June 19th,2021 $213.94 USD June 19th 2021 $117.67 USD July 6th $191.95 USD 2. ****** welcome **** ************* October 5th,2022 $369.07 USD October 12th 2022 $45.00 USD November 12,2022 $158.27 USD November 15th 2022 $99.69 USD November 15th 2022 $31.16 USD November 16th 2022 $74.77 USD November 17th 2022 $74.77 USD November 18th 2022 $130.85 USD November 18th 2022 $105.92 USD
Business Response
Date: 02/09/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: ************************* appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (5 Feb 2023). Below was the final decision email sent to the user:

{Hi ******,

This is ******, your Support Ambassador here at Airbnb. I hope you are doing well and are safe.

Thank you for accepting my call. As discussed I am going to inform your Host that you are unable to retract your booking request. Our discussion will be noted.

I'll close this ticket for now, but please know that we are here with you all throughout your Airbnb journey, so if you ever need assistance, just send us an email or contact us, and we'll be more than happy to assist.

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

Again, thank you for being the best part of the community, and I wish you a wonderful day!

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:02/08/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/13/23, I booked a home through Airbnb. The cancellation policy was full refund within 24 hours; partial refund by 2/17/23. I did not purchase additional insurance. My friends from NY had to cancel their flights and are no longer visiting ********. The Airbnb website was difficult to navigate to find exact terms of refund / cancellation policy. On 2/6/23, I contacted both the host and Airbnb to request a later booking in March, but unable to rebook at that time as I waiting for my friends to rebook their flights to ********. Around 9:00pm on 2/6/23, I cancelled the reservation. The following morning on 2/7/23, I learned that my despots of $443 would not be refunded. Since I cannot afford to lose $443, I asked to reinstate reservation. I see that the property is still available to rent this morning (for travel 2/24/23 - 2/26/23) but Airbnb would not reinstate the reservation less than 12 hours after my cancellation. This is poor business practice, unfair and just greedy.
Business Response
Date: 02/09/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case # 19366430

We have reviewed the facts related to the case number <19366430> and considered the proposed resolution.

In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns.

We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

Airbnb
Initial Complaint
Date:02/08/2023
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.
Airbnb cancelled my overseas reservation on the day of my arrival during carnaval, one of the busiest seasons in **************. Given this last minute cancellation, it is impossible to find a stay of similar quality for the same price, in the area that I had planned to stay.I literally took a 15 hour flight today and was unable to converse with anyone from Airbnb when they claimed to have called me at 8am.Despite this late cancellation, all Airbnb offered me instead was a full refund and an Airbnb coupon for $113.They wouldnt confirm that they could find me a stay in a similar location, with a similar quality, and they wouldnt give me more money to find a comparable stay in the same area. I find this offering absolutely insulting and I am completely unsatisfied by this poor service.I believe that they should not only offer me the full refund, but several hundred dollars in cash to cover the fact that I had no place to stay last night, nor from the rest of my stay from 2/8-2/20, and the fact that I do not want to use their service and would like to instead find a hotel in a similar area.Whats more, after all this, theyre still charging me $71.89, for what reason I have no idea!This is completely unfair and ridiculous.
Business Response
Date: 02/08/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 8, 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: 02/08/2023

Complaint: 19366004

I am rejecting this response because:
The business has suggested that they have closed previous responses in my case and have declined to offer a satisfactory response once prompted. Thus, I would like to engage here.

Sincerely,

***********************
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 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
Initial Complaint
Date:02/08/2023
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 had booked an Airbnb from January 28th- 30th of 2023 in ***************, ****. On the evening of the 28th, we arrived to check in to find that our rental was completely occupied by another guest. We could have been attacked or even worse killed. It was late at night and 16 degrees outside. We spent 3 hours searching for additional accommodations and had issues as all the lodges and hotels were completely booked. I went through the Airbnb app again and blew a new host up at late hours to beg for accommodations. This host was nice enough to make something happened. Unfortunately, this air ***** was more expensive and for less time than our original reservation. It was nothing that we wanted but were forced to book due to no other accommodations.Since the 28th, I have been receiving sub par customer service from **********************. Days of being ignored, refusal to make it right. Ive been hung up on and have had agents refuse to talk to me. They refunded the first reservation, promised to reimburse for perishables we bought from the grocery store and to provide half of the second airbnbs total for compensation efforts. I have to receive both those refunds and keep getting ignored when asked about them. This experience with Airbnb has been extremely traumatic. The amount of time and effort this taken from me will never be given back. All I wanted was for air ***** to cover the second stay as it was not the comfort we had expected and the hassle that was caused dealing with all of this. I have days of chats with Airbnb as well. I want them them to cover the full Amount of the second Airbnb.
Business Response
Date: 02/08/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********
The complainant is currently working with our specialized customer support teams that handle these types of matters as of 2nd 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,
Initial Complaint
Date:02/07/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I booked a unit for one of my tenants who got displaced after freezing weather (extreme -35), and the main pipes burst in the building.The correct host threatens to kick them out by calling the police and removing them from the property while a baby is involved.I told the host that there is a baby involved, I'm not staying there, and I'm paying for them as a landlord.I'm going to ask the housing department to be involved here. The host is threatened to move them by the police and they want me to pay for it? I have it recorded in the voicemail she left me Airbnb Support 11:33 AM Hi ***,This is **************** from Airbnb and I hope you're safe and sound today.Thanks for bringing this concern to our attention. I truly understand that you feel unsafe regarding this reservation HMZZ8NSTC2 that you have with your Host. Nothing to worry, I'm here to help.I know that you wanted to cancel this reservation and book a new place to stay as you're quite unsafe with the actions of your Host.With that being said, I just want to share a bit of an information about our cancellation policy, so you will know how much of a refund is coming your way if you cancel a reservation:airbnb.com/home/cancellation_policies In this case that you want to leave the place and book anothr one, Ill go ahead and contact your Host regarding this concern, and Ill make sure to contact you back once I receive a response with your Host.Best,Select to open user profile for ******* 11:44 AM This isn't ok with me. I'm going to chargeback my credit card "en you said the "cousin" is helping. the cousin has not left and there appears to be three adults, which is far from the truth. I will be sharing the videos with airbnb support as I have listed not additional guests or visitors, which is violations of the rules and I will be asking airbnb to support me in removing your tenant.Select to open user profile for ******* 11:17 PM"The host wants to remove the people from the property and you want me to pay for it?Message from Airbnb Support Airbnb Support 12:48 PM Hi ***,This is **************** from Airbnb. I hope all is well. I tried to speak with you today, however, I was being routed to your voicemail.I was able to get in touch with your Host, Janily from this reservation HMZZ8NSTC2.Upon further investigating, I can see that you've let other people enter the listing even if it's clearly written on the house rule violation that the only allowed on the listing are the registered or authorized guests who is said to be the one wholl staying on the listing.******************************************************** ******************************************************* Since you've violated a rule in Airbnb, please be advised that once you canceled this reservation, you won't be receiving any refunds according to the strict cancellation policy that is being applied from this reservation.airbnb.com/home/cancellation_policies I hope you find this message well, while I understand this may not be the outcome youve come forward to.Best,Select to open user profile for ******* 1:00 PM I told the host who is going to stay there before they moved in She agreed to have them Feb 6, 2023 Select to open user profile for ******* 4:51 AM I'm paying it for one of my tenants. The main water pipe burst because of the cold. I won't be there. Thanks Select to open user profile for Janily Janily 6:38 AM Hello ***, can you let me know who your tenants are? how many, any pets, any children, do they have a vehicle?Did you read the house rules? will they comply? I wasn't aware this was for your tenant as you did not mention that part.If you could kindly let me know as I am a little uncomfortable with this reservation now and do reserve the right to cancel.Select to open user profile for ******* 6:45 AM I just filed a complaint to the BBB I wish you would take this stuff more seriously
Business Response
Date: 02/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of [8th Feb]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Caleb S
Airbnb

Customer Answer
Date: 02/08/2023

Complaint: 19348376

I am rejecting this response because the host is going to change the locks before the guests are back from work and can't move their belonging before that.

Host:
"If the belongings are not removed by 5 pm today. I will be changing the locks and calling the local authorities"

Airbnb-guest:
"Ok well I'm at work until 530 can you contact her and say it will be out by 6pm and this is absolutely ridiculous
Can you let me know what they say because if they touch my stuff it's going to be a HUGE issue"

At this point, I'm going to reach out also to local media

Sincerely,

Tal Patlazaan
Business Response
Date: 02/09/2023
Better Business Bureau Inc.
**********************
*******, ** 946071
Re: Case # 19348376

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 Tal,

This is ******, one of the Support Ambassadors from Airbnb. I hope this message finds you well. I will continue assisting you regarding the reservation HMZZ8NSTC2 with Janily L.

Upon further investigating, we can see that two house rules have been violated, third party check-in and unauthorized guests. It's clearly written on the house rules that only guests registered are allowed to stay in the property. In the following link you can find more information about Ground rules for guests:
********************************************************
*******************************************************

Due to these violations, please be advised that reservation will be canceled on your behalf, you won't receive any refunds according to the strict cancellation policy that will be applied for this reservation.
airbnb.com/home/cancellation_policies

Please contact the guests that are staying in the property to proceed to check-out within the next hour.

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: 02/12/2023

Complaint: 19348376

I am rejecting this response because:

1) One of Airbnb rep ******* called me and told me that I cancel the booking from my side and I told him few times that it isn't the case.

2) I inform the airbnb Host about the people who going to show up prior their arrival and the host agreed to have them in her messages through Airbnb.

3) Few hours later the host asked me to pay her another $50 for additional guest (that's what she claimed).

4) There was a noise coming from the first floor. After I complained to the host, she decided that the current guests can't stay and she is going to call the police and having them removing them ( She left me a voicemail).

5) The host can't agree to have guests and few hours later saying that it is against the policy. Once she approved them, she can't do whatever she wants and also removing them and keep the money.

6) I spoke with board of health and the city about this unit, this illegal airbnb unit that violate the zoning laws. The host can't rent out this unit for short term rental + she never did fire inspection as required by law.

7) The support from Airbnb was a joke. Different people answering and saying different things

Sincerely,

Tal Patlazaan
Business Response
Date: 02/14/2023
Better Business Bureau Inc.
**********************
*******, ** 946071
Re: Case # 19348376

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 Tal,

This is ******, one of the Support Ambassadors from Airbnb. I hope this message finds you well. I will continue assisting you regarding the reservation HMZZ8NSTC2 with Janily L.

Upon further investigating, we can see that two house rules have been violated, third party check-in and unauthorized guests. It's clearly written on the house rules that only guests registered are allowed to stay in the property. In the following link you can find more information about Ground rules for guests:
********************************************************
*******************************************************

Due to these violations, please be advised that reservation will be canceled on your behalf, you won't receive any refunds according to the strict cancellation policy that will be applied for this reservation.
airbnb.com/home/cancellation_policies

Please contact the guests that are staying in the property to proceed to check-out within the next hour.

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:02/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Confirmation Code: HMPBEQDZFW MON JAN 9-FRI JAN 13 - ****** euros My friend (**************, the primary ******) and I had a booking through Airbnb that when we arrived had an extreme black mold infestation in the walls of the kitchen and bathroom. Immediately after arriving to the property, we started experiencing respiratory symptoms but did not realize the cause of them until our fourth night there when we opened the kitchen cabinets under the sink and were assaulted with the strong smell of black mold originating in a leak within the walls. At this time we reached out to our host whom pretended to be helping but in fact did nothing to remedy the situation and now both he and Airbnb are refusing to issue a refund for an unlivable property despite this problem being covered by Aircover. We reported the situation within 72 hrs per Airbnb's terms despite scrambling to find new accommodation and restructure our entire holiday due to the change in budget from being required to book something new last minute. After realizing the host was not being helpful in the situation, we checked for new reviews posted for the property after our booking date and found 2 others stating the same problem and unlivable conditions and the host has done nothing to remedy it and is still booking out new people for this dangerous property. Airbnb has also refused to refund us even though our situation is covered by their insurance policy in part because we were unable to take pictures of the inside of the wall even though they had refunded someone else with the same problem that we experienced. They have additionally allowed this unsafe property to remain live on their site despite multiple reports of its unlivable conditions. We need a full refund for this unsafe accommodation rather than the partial refund they are offering where we pay nearly 200 euros for 4 nights in a hazardous home.
Business Response
Date: 02/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********

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

Customer Answer
Date: 02/07/2023

Complaint: 19347198

I am rejecting this response because: we have been working with these specialists since January 16 and have been sent in circles for 3 weeks with no resolution. We simply need a full refund for an accommodation that is uninhabitable due to black mold and covered by Aircover.

Sincerely,

*****************************
Business Response
Date: 02/08/2023
Better Business Bureau Inc.
**********************
*******, ** 94607

Re: Case #********

The complainant is currently working with our specialised customer support teams that handle these types of matters as of [February 7, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

Best,
****************
Airbnb
Initial Complaint
Date:02/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a trip planned to ** to see friends.. I spend over 300 booking a room for 4 nights. My uncle died and unfortunately my plans have changed. I was only given a 66 dollar refund. I canceled over 3 weeks early so any money the air b and b was out they would be able to make anyway. I contacted customer service that was rude and unprofessional and "broke" their own rules by asking the Host for a refund. I have proof of this. I called the **** number and they refused to offer and help or reimbursement. Then hung up on me. This company runs scams and that is clear by how my situation was handled. I was scammed out of my money by something I didn't even k ow upon booking and scammed into their insurance. I want my money back. This is beyond disgusting treatment to someone who's lost a loved One. What a greedy company.
Business Response
Date: 02/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 7, 2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Airbnb business is a complete joke. They said I was associated with someone who was blocked from using airbnb now I am locked out. They advised this person has a criminal background when in fact they do not. They work for the postal service how would they get a job a government facility with a record. Two Ive rented from Airbnb before with no problems. I dont have a record. Nor am I associated with this person. You guys are a joke and I cannot wait until this is taking off the market. Three they never gave me a chance to speak to someone regarding the situation. They just sent another email and said sorry we cant do nothing. I will never book with Airbnb and I will tell everyone I know to never ever book with them again. Its called word of mouth
Business Response
Date: 02/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case #********

The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 7, 2023. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 02/07/2023

Complaint: 19346594

I am rejecting this response because: They closed my case without giving me a chance to give my response. And locked me out for further bookings. I cant continue to work with a team that didnt even have time to help. This is why I reached out to the BBB because I was not getting help via phone or email. Please check the attachments I added. Furthermore, you would have noticed the attachments if you read the first response correctly.

Sincerely,

***********************
Business Response
Date: 02/08/2023
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 Trust team has already issued their final decision on this matter. Please refer to our direct correspondence on (Feb 08, 2023). Below was the final decision email sent to the user:

{Hello Kiara,

Im **** and Im a member of the Airbnb team.

Weve removed you from the Airbnb platform because your account is closely associated with a person who isnt allowed to use Airbnb. For the safety of our community, we may remove accounts that are closely associated with people who arent allowed to use Airbnb.

Any future reservations have been canceled and fully refunded. Refund timing will depend on processing times for your payment method.

Learn more about when youll get your refund in our Help Center:

airbnb.com/help/article/1967/

To find out more about what account removal means, visit:

airbnb.com/help/article/432

We dont take these decisions lightlybut if you have more information to share, you can submit a request to our Appeals team.

You can do this by going to:

Airbnb.com

Then, enter your email, password, and follow the prompts.

A member of that team will contact you.

If we find that you are not closely associated with a person who isnt allowed to use Airbnb, we may restore your account. If not, your account will remain removed from Airbnb.

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.
Best,
****************
Airbnb
Initial Complaint
Date:02/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a cabin in ** under HMWYJRFATR. On the day prior to the check-in, one of the persons attending the trip, my son, was sick with Covid-19 like symptoms (fever, coughing, and body aches). He was taken to the ************** for examination. The Doctor ordered 3 days of rest for my son due to his ailment. Suspecting a possible Covid-19 infection, acting upon the Doctors orders, and following established CDC protocol, we decided that we were not able to attend the reservation with the disputed party. I reached out to Airbnb with this explanation and requested a full refund. Airbnb responded and noted that they would cancel the reservation, however, they would not issue a full refund. We were obligated to cancel the reservation due to extraneous health concerns. No services were provided by Airbnb or its contracted party even though they charged for the stay.I am requesting a full refund of my money. Airbnb has no right to take someone's money knowing that they acted following established protocols and Doctor's *******
Business Response
Date: 02/07/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19345986
Regrettably, we are unable to locate a profile or conversation 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 or any ticket ID if mentioned or issued.
Sincerely,
**************
Airbnb
Customer Answer
Date: 02/07/2023

Complaint: 19345986

I am rejecting this response because:
Confirmation Code: HMWYJRFATR

Sincerely,

*********************
Business Response
Date: 02/08/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19345986
We have reviewed the facts related to the case number 19345986 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: 02/08/2023

Complaint: 19345986

I am rejecting this response because:
No representative has reached out as of yet.

Sincerely,

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

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