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.
2,161 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:02/03/2023
Type:Service or Repair 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.
Hi Im a host on Airbnb. On May 15th AirBnb cancelled 2 reservations by guest. Reservation HMHPW34NDY and HMTZFAXPSW. At this time I wasnt actively using airbnb and it was impossible that these reservations were made. Airbnb cancelled reservation HMHPW34NDY not only once but twice totally in $1000 fees ($500 each cancellation) and cancelling reservation HMTZFAXPSW 5 times! for a totally of $2000. For one I never accepted any request from any guest and when i reached out to one of the guest fro reservation HMHPW34NDY they stated they never made any reservation and it was a fraud. (I shared a screenshot to AIRBNB) I began seeing a payout to suspicious account under a person named ******************* and card ending in ****. I do not know any ******************* and my debit card does not end in ****. I complained to Airbnb several times that my account *** have been compromised and now its resulting in a Negative -$3000 in my account which is stopping of receiving my legitimate payouts. I spoke to customer service and by their own policies a reservation can not be cancelled and billed more that one time. Yet on both reservations I was billed multiple times. I told them y account was compromised and someone hacked in my account booked the reservation and received the payout to the card ending in ****. Airbnb customer service did very little to rectify the situation. I sent screen shots and evidence that my account was compromised and shouldn't have been billed that many times for a cancellation and they did nothing but give me the run around. Meanwhile with a negative balance I was unable to receive my legit payouts. Im asking they resolve this and remove the negatives -$2000 that I am NOT responsible for and release my legit payouts.
Business Response
Date: 02/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 19326733
We have reviewed the facts related to the case number <19326733> 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: 02/09/2023
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:02/02/2023
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 paid my bill on January 12 2023 for $1731.17. I was trying to contact the customer service this evening to report my host smoking weed in the house. However, they representive didn't really take my words into consideration, and just tried to directed me to the online chat platform to get himself off the hook! I'm extremely disappointed by the attitude and manner as well as how the host lied about not smoking weed inside the house. I am extremely concerning my health as the smell is making me sick and nauseous. Then, their costumer service refused to answer me now.
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 Feb 3,2023. 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:02/02/2023
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.
Date of transaction ********* for $1663.19 reservation code: HMCESM3DZK 8-26-2020 for $1667.57( which was supposed to be refunded promised by email.) reservation code: HMJA22XRMW 09-06-2020 for $533.82 Confirmation code:HMBHPHHKDM 09-06-2020 for $137.02 Confirmation code: HMBHPHHKDM 09-14-2020 for $504.80 Confirmation code: HMBHPHHKDM 09-21-2020 for $413.00 Confirmation code: HMBHPHHKDM 09-28-2020 for $589.64 Confirmation code: HMMWT8YCME 10-05-2020 for $295.51 Confirmation code: HMMWT8YCME 10-09-2020 for $228.02 Confirmation code: HMMWT8YCME 10-11-2020 for $413.00 Confirmation code: HMMWT8YCME 10-19-2020 for $255.00 Confirmation code: HMT9HQYMEA *********** is to provide me refunds in accordance to federal law 15 US Code ****(d) also 15 US code ********************************************************************** excess of $1 is created in connection with a consumer credit transaction through (1) transmittal of funds to a creditor in excess of the total balance due on an account, (2) rebates of unearned finance charges or insurance premiums, or (3) amounts otherwise owed to or held for the benefit of an obligor, the creditor shall(A)credit the amount of the credit balance to the consumers account;(B)refund any part of the amount of the remaining credit balance, upon request of the consumer; and (C)make a good faith effort to refund to the consumer by cash, check, or money order any part of the amount of the credit balance remaining in the account for more than six months, except that no further action is required in any case in which the consumers current location is not known by the creditor and cannot be traced through the consumers last known address or telephone number.The nature of my dispute is to get my funds back from AirBnb because theyre not following federal law and told me I was going to get a refund for one of my booking before which was on 09-25-2020 for ******* processing in **** business days. Plus everything Im speaking in has a billing error. AIRBNB did not make good faith decision on my funds going back to my account.
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

Customer Answer
Date: 02/03/2023

Complaint: 19062777

I am rejecting this response because:I HAVE ALREADY TALKED TO SPECIALIST ABOUT THE ISSUE, my case keeps getting closed. Your policy and your actions when dealing with commerce you have to be in Accordance with federal law. My case got close on air bnb app with no sufficient evidence against my claim for refund due to 15 US code 1666(d). Which all of the credits used to purchase or book from my accounts taken from me via billing errors. All of my receipts show positive balances. I called corporate and still couldnt get anyone to help me or even try to understand where Im coming from. If I dont get results preferred by way of accrediting my funds back into my count, I will issue a claim against AIRBNB for damages and neglect of federal law, deceptive business practices.

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,
Bella
Airbnb

Customer Answer
Date: 02/07/2023

Complaint: 19062777

I am rejecting this response because: I havent received anything about this matter being worked on Ive been calling you guys for almost 2 weeks now. I need the resolution that I desired or Im going to arbitration. You have THREE DAYS. I told you what the problem is plenty of times. I am owed 5,141.02 in total principle of charges from both accounts ************************ also *********************

Sincerely,

*********************
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 [February 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: 19062777

I am rejecting this response because: FOR THE LAST TIME, Ive already called and called and called, Ive never gotten anywhere with talking to your lower level employees. This is why I contacted corporate through this service BBB all of this is being recorded Ive told you what I wanted, I told you the problem, showed evidence, and next step Im taking is opening a small claims suit against AIRBNB **** stop replying to me like I am a robot, I dont understand any remade messages sent to me because I am a LIVING MAN & BREATHING SOUL. THIS IS YOUR LAST CHANGE

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,
Bella
Airbnb

Customer Answer
Date: 02/12/2023

Complaint: 19062777

I am rejecting this response because: I still havent gotten any emails or calls from Airbnb since this last message what is going on.

Sincerely,

*********************
Initial Complaint
Date:02/02/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We take a family vacation each year to ********. Upon arrival, there was many many things wrong with *****. Including no hot water, no Wi-Fi, broken items and kitchen not equipped like stated on the description. I have sent an email to host prior to arrival making sure we didnt need to take anything with us to be able to cook. They stated no kitchen is fully equipped. However, that was not the case. We were in a cabin for five days. No hot water the entire time we were there. Water only lasted about two minutes warm. We contacted host back-and-forth and nothing was resolved. About the fourth day, and there was this gentleman that arrive, saying he needed to take pictures of the cabin for insurance purposes. We denied the access because we have a big party and family including children felt really uncomfortable. He came out of nowhere. We paid over $3000 for this cabin and there was one thing after another that was just not right. They told us they could give us the money for the remaining days if we chose to leave. We plan this vacation every year its not fair that we could just take off and leave. It was a party of 13, including for toddlers, we had already unpacked. And were settled in the first day we got there there was no Wi-Fi for the first four hours and they had no clue where the router was. Broken blinds, knives, kitchen was not equipped with the blender, or can opener we could not cook that night. The grocery stores were quite a ways. Rodents stuck between walls scratching the walls at night. In the bedrooms. We couldnt even go get what we needed that night. I contacted ****** back-and-forth throughout my entire stay with multiple issues and complaints that were not resolved. No compensation at all not fair, because the cabin was very expensive. We decided to stay because we could not afford to get another cabin or look for one with the entire family member and children. It was a very sad experience. They did nothing to accommodate us the last day we were leaving. I had to contact them because we cannot close the door. They never got back to us until like six hours later. Very disappointing I would like to get some type of compensation back. Its not fair that we paid over $3000 for the cabin it was not worth it, and I would like some type of reimbursement.
Business Response
Date: 02/02/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18967923

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 26). Below was the final decision email sent to the user:

{My colleagues have offered your leave the listing and be refunded for the nights you will not be staying but you decided to stay. Now the resolution is with the Host as they are the one who can be there physically and do the cleaning and repairs.}

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.
Caleb S
Regards,
Airbnb
Customer Answer
Date: 02/09/2023
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:02/02/2023
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.
I looked out on Airbnb website and some how my bank account was charged $450. I have no idea how they got my account information. When you call them they will not give any information. I got their from BBB website. They had no account that could be found for me. This is a huge scam so I plead with anyone who is considering using them to think twice.
Business Response
Date: 02/02/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18971929
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,
Caleb S
Airbnb
Initial Complaint
Date:02/02/2023
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.
On Jan 14th I stayed in an Airbnb in downtown ********* ** for 1 night. It cost me $250 a night. The place wasnt cleaned. Kitchen was dirty Counters stove and refrigerator. No where in the house had been vacuum. Basically all they did was make the beds. Who knows if they changed the sheets. I refused to sleep under the covers because I was unsure. I took pictures and let the lady renting this place to me know about it. She assured me that I would get a refund after she was paid by airbnb Well yesterday on feb 1st I messaged her because I havent heard anything from her since jan 15th. She tells me that there is no refund to give and she wasnt giving it. So I reported this action to airbnb. So today February 2nd airbnb contacts me back and tells me that companies policy is 30% refund of original cost which they said was $200. Other $50 was taxes and fees. Which comes to around $57 refund. Thats a slap in the face to me. Major problem I have with this company is that if their policy is to give back only that amount regardless. Which is what the airbnb employee told me was their policy. Then these people renting these places know that and r taking advantage of everyday people over paying for places. We all know people make a killing off of this. Why would I pay someone to come clean when I know the refund I have to give back will be less that what I would have to pay a cleaning clean. How can yall not have already seen this. This company should be ashamed they r continuing to do people like this and yall r suppose to b the ones who stop this. Im request a full refund or mostly for all this unnecessary drama. This is just unfair and Im sure Im not the 1st or the last Thanks
Business Response
Date: 02/02/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18971735

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (Feb 2). Below was the final decision email sent to the user:

{Hello *****, this is ***** from Airbnb.

As mentioned during our phone call, the refund we can offer is a 30% of the nightly price ($191 per night) for the night affected by the issue considering you spent and finish with your reservation for a total of $57.30.

Considering you requested to speak with a supervisor this case is being escalated, remember that the time frame to speak with a supervisor could be from **** hours and a different outcome cannot be promised.

Your refund is already processed at Airbnb's end, but the amount of time that will take to receive the money back will depend on your financial institution policies, you can have more information checking the next article:

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

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.
Caleb S
Airbnb
Initial Complaint
Date:02/02/2023
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.
A property listed on Airbnb located in *** was advertised as a 3 BD, 2 BA apartment. 2 of the bedrooms do not have windows in them. In the *********** this is not legal to state you have 3 bedrooms when there are no windows due to the safety hazard. If there was a fire the only way out is the front door, a tall window in the back bedroom, and tall window in the front living room. It's located next to a bar and above another bar. People congregate outside the apartment until 5am and the booming base of the bar is so loud you can hear it in bedrooms and living room of the apartment until 4am when the bar closes. As a guest you are unable to sleep, this was not originally advertised. I have concerns with the policies in place with Airbnb to ensure they are providing safe rentals to customers. I called Airbnb (1/9, Monday after my stay, I wasn't sure they were open on Sundays) to ask them how to cancel and be refunded since I had trip insurance that states I could get a refund for a cancelation for any reason at any time. The person on the phone stated they would need to transfer and escalate the call. They tried 3 times and stated the system was down and they are unable to transfer but would send a message and call me back. I did not receive a call back. I proceeded to call every day sometimes multiple times a day and send daily messages (within the app) about this issue since 1/9 and I was continually told there was nothing Airbnb could do, nor could I have it escalated to a manager, as "the ambassador" is equipped to handle the issue. I finally spoke with a ******* and had a partial refund that came to me on 1/31. I. They told me on 2/1 that they did have the recording where I was promised a full refund, to refund me they would have to do it as a "host". I was not a host and the refund is over $600 which concerns me that there would be tax implications as this could be considered "income" when it shouldn't be. I have asked multiple times about this and no answer.
Business Response
Date: 02/02/2023

Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18970440
The complainant is currently working with our specialized customer support teams that handle these types of matters as of February 2 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:02/02/2023
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.
Date of transaction: January 23, ***********: $404.75 The day after this reservation was made, I contacted customer support to get assistance with cancelling. I was advised by the agent to await the time patiently to talk to a member of a specified department to assist me with my issue. I asked the time frame he told me to just wait basically until I'm contacted because he didn't have a frame of time to give me. Days went by, and I had to reach out again and contacted the customer service department of **********************. I informed the new agent of the last situation, explaining I went through my bank to try and make a claim and was told to go to airbnb and dispute it because they would not be able to assist. I called immediately to airbnb exclaiming that I had an issue of theft with proper documentation to provide, and they strung me along all week and after the reservation was over said they couldn't help and that I needed to go through my bank. They kept asking very rude questions over and over and then decided that I was lying and provided an answer to the question that I was asked, that I answered already btw, with an opposing answer. This is $400 that were are talking about, and I felt like the proper protcol was used on my end, as soon as I notice the situation, I alerted my bank and then Airbnb. Air bnb took their time and never got me over to the department I was promised to speaked to. This is bad business, and I would like a refund. I didn't spend, or intended to spend money on airbnb, in my hometown. I can't recover funds from my bank and I can not afford this to be a total loss. I expressed these details to airbnb and they have intentionally acted liked they didn't care. Confirmation# HM92B3Y482 Receipt#RCQQZCP9AQ
Business Response
Date: 02/02/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18970126

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 02, 2023). Below was the final decision email sent to the user:

{Hi *******,

Thank you for your patience as we looked into your question about a suspected, unauthorized charge on your credit card.

Often, apparent unauthorized charges result from another person (usually a close friend or family member) using your credit card unintentionally. Our investigation into this charge led us to conclude that this is what occurred in this instance.

As a result, we will not be able to refund this charge.

We recommend getting in touch with anyone you may have given your credit card details to in the past. Additionally, we would suggest contacting any friends or family members who have an Airbnb account that you've traveled with on Airbnb previouslyif you added your payment credentials on another account and decided to save these credentials for future use, this could be what caused the unexpected charge. Also , you can always reach out to your bank and dispute the charged considering that it wasn't authorize by you.

I'm really sorry that I cannot get you the best resolution at this time.
I will be closing this communication thread for now. If you have any other future concerns, please do not hesitate to contact us again.

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: 02/02/2023

Complaint: 18970126

I am rejecting this response because: there was no real investigations or contact on the businesss part. They never asked for me to send documents over providing insight on whats happened or been happening. As you could clearly see from their response they have no interest in a real resolution just regurgitating what was already said. I can not got through my bank and now Airbnb is saying I cant go through them and so what Im just out 400 dollars for something that was not authorized by me. I have police report of the stolen vehicle and that should justify a lot of what Im saying regarding this manner.
Sincerely,

*******************************
Business Response
Date: 02/03/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18970126

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on Feb 2,2023. Below was the final decision email sent to the user:

{Hi *******,

Thank you for your patience as we looked into your question about a suspected, unauthorized charge on your credit card.

Often, apparent unauthorized charges result from another person (usually a close friend or family member) using your credit card unintentionally. Our investigation into this charge led us to conclude that this is what occurred in this instance.

As a result, we will not be able to refund this charge.

We recommend getting in touch with anyone you may have given your credit card details to in the past. Additionally, we would suggest contacting any friends or family members who have an Airbnb account that you've traveled with on Airbnb previouslyif you added your payment credentials on another account and decided to save these credentials for future use, this could be what caused the unexpected charge. Also , you can always reach out to your bank and dispute the charged considering that it wasn't authorize by you.

I'm really sorry that I cannot get you the best resolution at this time.
I will be closing this communication thread for now. If you have any other future concerns, please do not hesitate to contact us again.

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.
Austin
Airbnb
Initial Complaint
Date:02/02/2023
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 property through Airbnb for about $180 as an "Entire Place (a place all to yourself)" per Airbnb's description. We checked in for the first time around midnight on 1/22/2023. Upon entry, we found there was an intruder in the Airbnb. We called the support line on the listing but there was no response. We were able to remove the intruder from the property on our own accord. Multiple guests in our group were unnerved by the situation and felt uncomfortable staying there, so they did not stay throughout the booking term. Airbnb is at fault for not providing a property that fits the "Entire Place (a place all to yourself)" description, as an intruder that was not a part of the renting group was inside of the property. Airbnb facilitated a platform for a host to provide an unsafe environment for the guests utilizing its services.I reported this issue to Airbnb's customer support team, but they stated they "will be unable to handle any refunds" on their end.Based on past reviews here, it seems as though Airbnb can get away with making baseless statements that they have resolved an issue without taking ownership of any of the problems. Airbnb should provide compensation for the time spent to resolve this issue, including the night of the incident and the multiple days of back and forth communication, the danger that was placed on us as customers, and a full refund for the cost of the rental.
Business Response
Date: 02/02/2023
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 2, 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: 02/02/2023

Complaint: 18969890

I am rejecting this response because: Airbnb does not actively have a case open with me and they are not working to address this issue; therefore, their statement is false. Conversations between myself and Airbnb halted on 1/31/2023 at 4:39PM when Airbnb support stated they "won't be able to provide any refund." They did not provide any information regarding their investigation efforts and could not tell me the status of the host's account or intruder's account. They have put the onus on me, the customer, to contact the host for a refund, but provided no recourse if the host refuses. Currently, the host has not indicated that they would provide a refund. As the service facilitator, Airbnb should have responsibility for immediately providing the refund to the customer, and settling the issue with the host subsequently, since Airbnb can require the host to respond if the host wishes to continue using Airbnb's platform.

Sincerely,

*****************
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
Initial Complaint
Date:02/02/2023
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.
REGARDING STAY: Airbnb Confirmation code HMNEJRR32Y, Dates: 12/28/22-01/01/23 Amount Paid: $1,405.93 Resolution Request: $******** Case # ************* Category: Unclean or Inaccurate Listing This was reported to the host and Airbnb Health and ****************** We were a group of seven people who got exposed to sewage gas originating from a faulty toilet in the bathroom located in master bedroom, and ended up with irritated eyes, allergic reactions, nausea, and headaches. On 1/12/23 I called Airbnb Health and ************* who provided instructions on how to proceed and that I was entitled to receive damage compensation for a specific amount $ ********. Case Manager ************ confirmed that Case # ************* had been created in their resolution center and "we take reports like this seriously". (Please refer to Initial Contact.doc).After spending a significant amount of time contacting Airbnb through their platform messaging system and by phone requesting case status updates, I never received any, and to add insult to injury, I have been assigned multiple "Support Ambassadors" that can't access the case information. On 2/01/23 I called again and ************, Support Ambassador, indicated that my case was closed. I told him that I was extremely surprised because I had not been informed. ******, who identified herself as a member of the Safety Team and took over after **** for a reason that I'm unaware of, has been reassuring in writing through their platform that my case is being reviewed. She has promised phone calls and follow *** which never took place. Due to negligence and lack of support from this company, I am requesting your involvement and resolution to this matter.Thank you,
Business Response
Date: 02/02/2023
Better Business Bureau Inc.
**********************
*******, ** 94607
Re: Case # 18969327
We have reviewed the facts related to the case number 18969327 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
*************M
Customer Answer
Date: 02/02/2023

Complaint: 18969327

I am rejecting this response because: Per AirBnB, a representative is following up with the complainant directly to address my concerns. This statement is false, I have no representative following up with me directly to address my concerns at all, get constantly ignored and as indicated in my complaint, Support Ambassador ************ indicated yesterday, 2/01/23, that my case is closed.
Resolution provided by their representative ****** is exactly the same response Ive been getting from their **************** and ************************ every time that I inquire directly to their attention, theyve been negligent regarding the health exposure described during the initial interview with ************, ******************* Therefore I have exhausted all my resources to contact them and with the fact that my Health case got closed without notification, Im requesting that the business should provide a specific resolution to my request through the BBB platform.

Sincerely,

*************************
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: 02/06/2023

Complaint: 18969327

I am rejecting this response because: Case should be handled by Airbnb Health and ************ *****, Support Ambassador assigned to the case, lacks technical knowledge on the matter to reach a factual resolution.
Per email sent to *****, Airbnb Support Ambassador on 2/06/23 at 9:53 pm CST, the information pertaining to this case has already been provided during the recorded phone interview that took place with ************, Airbnb ****************** including dated communication screenshots through Airbnb messaging and whatsapp submitted to the host informing about the foul smell, as well as the medical symptomatology presented.

According to your initial email from 2/04/23, you were reviewing this case from the top. Did you go over that interview? You are requesting "dated photos/videos showing the toilet issue". Please be aware, this is not a simple toilet issue, this is a matter of sewage gas exposure, which is similar to carbon monoxide, it's an invisible gas, with the particularity that sewage gas has a foul rotten egg smell that we experienced and reported during our stay. A professional plumber will isolate the issue to the master bedroom bathroom, where the smell originated from.

I didn't take pictures of the toilet since as you might be aware, a normal looking toilet can be a source of sewage gas leakage due to clogged toilet vent pipes, which is impossible for the guest to observe since the location depends on specific zoning codes.

In conclusion, this issue should be reviewed by your Health and ***************** due to the ****************** knowledge required to reach a resolution based on facts as soon as possible.

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: 02/07/2023

Complaint: 18969327

I am rejecting this response because:On 2/07/23 ***** from Airbnb contacted me to provide a refund for $29.80 for to the health issues experienced and documented to their attention, and due to the neglectful and irresponsible manner that my case has been handled by them, only taking action when I contacted BBB. And lastly, I was initially told by their case manager during the recorded phone call interview that I am entitled to a minimum of $1,195, thus they should comply with this amount.

Airbnb has managed my case with negligence. I have been actively pursuing a resolution to my case almost on a daily basis by establishing contact by phone and messaging system, they have responded by bouncing the case among different "support ambassadors" with false follow up statements which never took place until I reported the case to BBB. Up to date, I've been assigned to **********************, *********, ******, ******, ****, *****, *******, and ***** just to be given the runaround with the purpose of delaying the case. Airbnb was aware from the date of my report that the health issues notified as a consequence of our stay were time sensitive and refused to provide an authorization of release of medical information.

On 2/04/23, 23:35 hrs., ***** called me without prior notice when I had already made it clear that I had requested a resolution to be provided on the BBB platform. She expressed herself using a condescending and rude demeanor, literally screaming at me while inquiring about the case. I told her to refer to my availability schedule documented on their platform since her prior email indicated that she had reviewed the case from the top. As a matter of fact she had not reviewed anything, she couldn't answer any simple questions during that phone call. Their customer service is outsourced but that's no excuse to make phone calls outside normal business hours of my location and without prior schedule. Besides, I requested no communication outside BBB.

On 2/06/23, 19:32 hrs. ***** sent an email providing eight hrs. for a response since "we cannot leave cases open indefinitely." She overlooked the case and didn't take notice of the multiple attempts on my behalf to get a response.

On 2/07/23, 3:10 am, ***** sent an email indicating that they're contacting the host about the refund request and I'll be updated when the host replies, no timeframe given, when on 2/06/23 she's indicating the need to expedite the resolution.

1/19/23, 21:43 hrs, Another example of Airbnb negligence, incompetence, and biased resolution process in their management of my case was the communication with ******, one of the multiple "support ambassadors" assigned to my case. She only made contact to notify me about her "weekly off, to expect delays in responses", and then proceeded to send a message to my attention that was intended for my host, prompting her to fill out a form "to make your voice be heard". Airbnb doesn't care about the guests' issues, they're biased on hosts' commissions and their procedures should be audited.

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: 18969327

I am rejecting this response because:***** sent an email to my attention on 2/08/23 at 9:04 pm CST, (refer to attachment) indicating that she was closing my case in 2-3 hrs. I already documented my available hours on the Airbnb platform and she continues being negligent establishing contact late at night, not in accordance to regular business hours, knowing that Im unavailable. Also, I had already made her aware that I dont accept a refund for $29.80.
Airbnb should comply with the $1,195.00 original refund amount set up by their the case manager on 1/12/23.

Sincerely,

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

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