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

  942 Marion Way Sunnyvale, CA 94087

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  Airbnb, Inc.

  281 W 4th St Chuluota, FL 32766-8906

• 

  Airbnb

  5810 Creekway San Antonio, TX 78247

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:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My case was closed without my permission who ever jumped into our conversation and decided to dismiss me and close the case and was condescending with their responses needs to be reported. My phone number was update ending **** Ive told 3 times that you guys called heres my missed call call-log a call was never made. I need to speak to supervisor please. I just want my money back and I also want to clear my name since I'm being accused of having a party when I never did!!!!!!!Airbnb has caused before my birthday is unacceptable, tasteless, and also demeaning to those who pride in trying to keep a well mannered track record on their profile so we as guest can avoid being flagged and blind sided like this I get that me being upset offended support but support doesnt threaten a paying customer whos profile was update and also was setting the standards with a 4.5 rating I need my money back asap because I still have to pay for the new house I reserved. Kindly return my money back as soon as possible its not fair that I have to wait when Ive done absolutely nothing wrong. Then Airbnb blocked the host from getting in contact with Me and now sending false articles and keep bringing my interactions ( that was verbally on the phone ) thats not good customer service respect is earn by the way so I was respectful at first until the agent begin going circles and giving vague answers ! So stop trying to make this about respect when you guys were wrong from the beginning. On top of the host lucky enough to have the his house on booking.com and I was able to book there because he knew those were not intentions to begin Airbnb has lost their mind! Yes I was upset but I apologize and doesnt make the company warrant to threaten and not help me understand why. Its like the Train their agents to not be honest, and when you express your self now they threatening you. Thats not right at all. I was respectful until agent told me she couldnt tell me why it was canceled.

  Business Response

  Date: 02/05/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19334867
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of February 5 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:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family of 5 is in need of a place to live for the summer due to repairs needed to our home due to a natural disaster.I found a home on Airbnb that fit the needs of enough space for my family. We agonized over the decision for 6 weeks and despite the cost of $7200 for 7 weeks, decided it was our best option. The price was unchanged for the past 5 weeks. I made the reservation this morning which was confirmed and paid. A cancellation policy clearly stated I had until may 1st for a full refund. However, much to my surprise I received a notification a couple of hours later saying that I had cancelled the reservation. This is not true. I asked the home owner about it and was told that Airbnb had given me a discount that was too great and incorrect and therefore my reservation was cancelled. How can this site be trusted? I spent many days evaluating a place to stay and to have it cancelled after making this difficult decision does not seem like fair practice to me. They would not let me decide to change the price after booking. I went back to check if I could rebook the same house for the same time period and it will let me but the price with fees is now $12,000. This is unfair and false business practice and false advertising. It is more than disappointing to be told I am the one who cancelled when I did not cancel and the only reason it was cancelled is because Airbnb wont honor the price that they put on the website that Was a confirmed and paid reservation that they decided was the wrong price after booking I dont know what the truth is - perhaps they didnt like the dates or maybe it really was the price but this is dishonest and very frustrating for a family who is already in a bad situation by having to pay for their own home repairs that is being decilned by insurance.Airbnb gave a refund but this isnt good enough. I was entitled to a refund already until may 1. A reservation means nothing to Airbnb. Reservation #HMZA9JK3HC.

  Business Response

  Date: 02/05/2023

  Tell us why here...Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # ******** 
  We have reviewed the facts related to the case number ******** 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:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in an AirBnB hosted by a man named ****** for 2 nights in January. ****** proceeded to verbally abuse and harass me via AirBnBs messaging for the duration of my stay and then proceeded to continue the harassment via the review function after I left. AirBnBs community policy explicitly states that no one is to be subject to harassment. I was harassed for the entirety of this stay and therefore did not receive the service as advertised. The textbook definition of verbal abuse includes scolding, insulting, and harassing. Multiple times during the hosts communication to me, I identified his conduct in writing as scolding and insulting (before I even looked the definition of verbal abuse up during my complaint to AirBnB) and multiple times asked him to stop contacting me. I requested a refund from AirBnB because their host did not provide the advertised service and violated AirBnBs Community Policy that states that no one is to be harassed (while transacting an AirBnB stay or experience).AirBnB has refused to honor this policy and has so far refused my refund demand for services not rendered as advertised.

  Business Response

  Date: 02/05/2023

  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 5 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:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Airbnb Reimbursement Request [CLSF-0xxx725]The host made a false claim report against me, I have not done such damage during my 4 nights' stay. Before this incident, I don't know I should fully inspect all facilities when I just entered the premises and before leaving. Such platform put the burden of proof to consumer in case of dispute. Customer missed to take photo record, regardless what customer explained & query, ********************** state they preserve the final decision right and consumer should pay for all damage as the host claimed.A)Kitchen cupboards and wall: CAD$ 205 ($1,179.87 HKD), close to 4 nights rental fee CAD $209 B)Mattress cover: ~CAD$ 71 ($402.88 HKD), 1.4 times of daily rate ~CAD 52.25/night Claim total: CAD 359 => 1.7 times of the total rent ( ~CAD 209)Kitchen: - ************ use the same kitchen everyday - I NEVER fried anything, NEVER has any *********** with me. Airbnb failed to explain why tiny oil strain on the opposite side of the cooking ************** over the wall near the stove would be caused solely by me but not the host. - The host has solely own painting co., he fixed the kitchen and issue invoice all by his own => lack objectiveness Matteress cover:- Only reported the Matteress is strained, It is below the bed sheet. - No strain report on bed sheet BUT only report on the mattress cover below. It is strange. Airbnb failed to explain Very messy & unsatisfactory customer service - During 9 Jan to 10 Jan, I received a total of 9 emails with 2 persons in support / resolution team approaching me for claims - Emailed dated 17 Jan, 26 Jan, 30 Jan & 1 Feb keep saying under Airbnb lengthy ***************** I should pay for the claim. They admit as not present during the stay, Airbnb has the final decision right of everything.

  Business Response

  Date: 02/04/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [February 04, 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: 02/05/2023

   
  Complaint: 19332146
  
  I am rejecting this response because:  Airbnb just send me a standard compliment message with no progress. 

  Enclosed Airbnb message for your record. 

  
  
  Sincerely,
  
  Py Ho

  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: 19332146
  
  I am rejecting this response because: Just received a message from Airbnb, trying to work on it. 

  This case not yet finish, pls don't close.  Many thanks for BBB's assistance.

  
  
  Sincerely,
  
  Py Ho

  Business Response

  Date: 02/09/2023

  
  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19332146

  
  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 08, 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:02/03/2023

  Type:Sales and Advertising 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 so very tired of of how Airbnb presents their deceptive costs in their deceptive app...For example, a property might be advertised at $60 per night...when the user searches for the property in this price range, he/she thinks "great, I have found a deal!"However! When he/she hits the "reserve" button, to discover the true overall bottom-line cost, this $60 per night property suddenly climbs to $150 per night (with all of the taxes, cleaning costs etc etc ad nauseam fees)!!!!C'mon Airbnb who the h*** are you trying to dupe!?Stop these cheesy, deceptive and bs business practices. These practices are so so so very lame...I cannot explain to you just how lame you are being here! ALLOW THE PERSON SEARCHING ON THE AIRBNB APP TO SEARCH ON THE TRUE FINAL BOTTOM LINE COSTS...INSTEAD OF THIS DECEPTIVE BS GAME YOU PLAY...YOU ARE FOOLING NOBODY AND ONLY THWARTING BUSINESS AND CAUSING ILL FEELINGS!!!!!IT WOULD BE LIKE GOING TO A CASH REGISTER IN A STORE (WHERE YOU HAVE CLEARLY READ THE ***** OF THE PRODUCT) AND THE CLERK SUDDENLY ALERTING YOU THAT THE PRODUCT ACTUALLY COSTS THREE TIMES WHAT YOU READ!!!STOP IT!!! NOW!!!!

  Business Response

  Date: 02/04/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case #  19331706
  We have reviewed the facts related to the case number <19331706> 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:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a guest do horrors to my home . Airbnb removed the review that i as a host left a guest. When I asked they said it was was removed by the concerned team after the guest complained of an unfair review with no basis for accusations. I followed the policy and showed pictures of everything . Yet they removed it and the guest has a beautiful 5 star reviews all across. i left the following public review : Mazhar is a host worst nightmare Completely broke the rules completing an illegal transaction of paying and bringing escorts to the home. Left the home an utter mess. Checked out late and after pleading with him to please leave the home in good standing as cleaning crew was waiting outside for him to leave, ****** still completely ignored check out instructions.Don't be fooled he will smooth talk you to the end in disguise of a business trip. I have the video of this guest paying her for hookers. Having *** in my pool taking turns . Of the mess he left the home in. Late check out , Airbnb had to help me remove the guest with multiple calls an hour over check out. Im not sure how this would constitute them to remove . Im open to hear which policy I didnt follow but im not letting this go because if another guest has to go thru this then I no longer want to use Airbnb platform as we are at potential if dealing with guests with fake reviews .

  Business Response

  Date: 02/04/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [February 04, 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:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with Airbnb for a month . When I got to the location there were open alcoholic containers, used condoms, drug perephanelia, syringes, personal lubricants inside the home that my 5 year old discovered . I requested a new reservation from Airbnb and they sent me a 7 day coupon until they figured out what they were going to do . Either refund my ******** or place me in another reservation . It was supposed to be a stay from Jan 24-feb24 of 2023. I reach the end of the week , they ignored me for several days then on the day of check- out my daughter and myself are out in the cold freezing weather with no where to go.

  Business Response

  Date: 02/04/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19330429

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 04, 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: 02/04/2023

   
  Complaint: 19330429
  
  I am rejecting this response because:
  I was promised a resolution within a week. Airbnb never responded to me . I had my 5 year old daughter with me . They left us stranded in the cold with no money . No shelter . Then deleted our conversations which I do have screenshots. Unacceptable!
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/07/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19330429
  
  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 27, 2023. Below was the final decision email sent to the user:
  
  {Your coupon code is: NGGJNVEUTOPQ
  
  This 724USD coupon expires 2024-01-26 and is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
  
  Additional information on how to use your coupon can be found here: *******************************************************}
  
  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:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room on 1/27/23 & on 1/30/23 (Travel date 3/4/23-3/12/23) I tried to cancel due to work related issues. That was ample time to rebook the room as it was barely 72hours since the initial reservation. I contacted the host and AIRBNB and started the process. Based on the "hosts" refund policy I was entitled to full refund. Based on Airbnb policy I am only entitled to half and it was up to the host to decide on a full refund. At this point, they are only willing to refund 1/2 and offer a credit voucher, less the fees. I shouldn't be charged any occupancy fees if I never stayed in the location. At this point, I am seeking the full amount of $1,539.00 - including all fees. I don't want a voucher as I don't travel enough to be able to use it and I will still be out the remainder $323.00 in fees that are non-applicable for a trip that never existed. I have been in contact with both the host "*****" and Airbnb since 1/30 and we still can not come to an agreement, I feel the host is in violation of her own cancellation policy and it should be honored.

  Business Response

  Date: 02/04/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 19329209
  
  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 Feb 04,2023. Below was the final decision email sent to the user:
  
  {Hi *****,
  
  This is *********************** you for taking my call. I'm writing to follow up on what we spoke about on the phone.
  
  All sorted *****. We've canceled your reservation HMSMTHT54C for you.
  
  Weve fully refunded $1,539.67 USD to your MASTERCARD ended in **** based on the agreement with your Host.
  
  We'd just like to remind you about the time frames for your refund: ***********************************************************************************
  
  Please don't hesitate to let me know if there's anything else I can help you with.}
  
  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:02/03/2023

  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.

  I am writing in regards to the hopeless and lack of help I have received from AirBnB. I originally filed a request to book a location in *****, ******* on January 12, 2023 and the second part of the deposit was due and withdrawn on January 15,2023. I decided I wanted to be in a different location and cancelled and received my full refund. No issue there.For the issue I am writing today about is that I booked another location that did not list the location on the website and I booked the location on January 23, 2023. Upon booking I received the address and began googling information about areas around the AirBnB location like any tourist would do. (Especially, a single female like myself). I found horrific reviews online about how the location the AirBnB is in is poor. Some reviews, and I will attach, state the walls are super thin and that the rooms are much smaller than pictured. This I was willing to overlook as this can be expected in any rental home or hotel. The shocking reviews I saw about an ACTIVE *** WORKING SCENE and drunk and disorderly people on the hotel property were what concerned me. I have been duped into thinking this 'superhost' place is a great and safe place to stay when in reality, the real reviews online tell a completely different story. In the attached reviews and complaints, one person even writes how AirBnB has this on as a superhost and is clearly lying to customers.

  Business Response

  Date: 02/04/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 18970703

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of Feb 04,2023 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: 02/04/2023

   
  Complaint: 18970703
  
  I am rejecting this response because: I have been told 4 times I would hear from a supervisor and have yet to. 
  there seems to be no actual supervisor at all
  
  Sincerely,
  
  *********************

  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: 02/08/2023

   
  Complaint: 18970703
  
  I am rejecting this response because: I have not heard from Airbnb at all!!!
  
  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
  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18970703
  
  I am rejecting this response because: have yet to hear a single thing
  
  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: 02/10/2023

   
  Complaint: 18970703
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our stay at an Airbnb in ******** on January 28, 2023 - January 29, 2023, The heater was not working. The weather was 20F and it was snowing. There were no matches to start the fireplace like was promised by the host. We had to purchase supplies to start the fireplace and when we did, the fireplace did not work properly and the entire house started smoking up from the fireplace. We had to open the doors because we were inhaling the smoke which made it even colder inside the house. The faucet barely worked with a very weak water stream and it would not warm up, it was freezing water. I reached out and texted the host she responded a few times by pasting the airbnb guide with no help but then ignored me and did not fix my issues. We barely slept through the night because it was so cold and the heater did not work. We paid $487.50 and when reaching out to Airbnb support, they said they can't do more than 30% refund. I did not agree with this initially, but then I did. When they issued me a refund it was $60.75. Which is not 30% of what I paid. At this point, I want a full refund kf $487.50.

  Business Response

  Date: 02/03/2023

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

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [February 03, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,
  Airbnb