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:10/21/2022

  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 failed to provide accurate listing and I did not get the service described. Furthermore, the host left a retaliatory review on me, and they refused to take actions on it.I used Airbnb to book a place in San **** for 2 weeks from Oct 1 - 15. Listing said it was a private and dedicated place. However, when we came in, the place was actually conjuncted with the host's living part and there was a poorly installed sliding door that served no purpose. During the stay, we could hear the host's noises 24/7 and they walked and talked loud in the premise after midnight, and slammed doors. We communicated the issue with the host and they lied to us saying no one was home, as we could basically saw them behind the door. So they can hear everything that we say in the premise too. No privacy, and no respect for other people's sleeping schedules.After leaving, the host tried to charge us 100 for cleaning, which we already paid in the stay. After being rejected, host left the review to my account that was a harm to my reputation and dignity. Contact Airbnb support for resolving the issue, insisting that they need to do:* a site inspection to the condition of the listing before letting the list up on the platform again and,* remove the comment. They did nothing instead. This is concerning to me, that they do not care about the validity of the listing and allow this kind of concealed and predatory listings to be continuing tricking other potential customers.

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607

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

  
  The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 19, 2022. 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: 10/26/2022

   
  Complaint: 18242442
  
  I am rejecting this response because:
  
  I have received no special assistance as they described. It was a lie. No one from speciality support contacted me so far.

   

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

  Business Response

  Date: 10/27/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 23, 2022). Below was the final decision message sent to the user:
  
  {Hello Kun,
  
  Thanks for taking the time to speak with me today.
  
  This is to put in writing what we talked about on the phone.
  
  We're sorry, but having carefully reviewed the review that your Host wrote, it appears to be in line with our Review Policy. Therefore, we won't be able to remove it.
  
  You can learn more about our Review Policy in our Help Center:
  
  airbnb.com/help/article/2673
  
  We appreciate that this may not be what youd hoped for, but wont be able to offer additional support on this case at this time.
  
  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: 10/28/2022

   
  Complaint: 18242442
  
  I am rejecting this response because:

   

  I request a specialty customer service to call me back. And now Im requesting a full refund.  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 10/30/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 23, 2022). Below was the final decision message sent to the user:
  
  {Hello Kun,
  
  Thanks for taking the time to speak with me today.
  
  This is to put in writing what we talked about on the phone.
  
  We're sorry, but having carefully reviewed the review that your Host wrote, it appears to be in line with our Review Policy. Therefore, we won't be able to remove it.
  
  You can learn more about our Review Policy in our Help Center:
  
  airbnb.com/help/article/2673
  
  We appreciate that this may not be what youd hoped for, but wont be able to offer additional support on this case at this time.
  
  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: 10/31/2022

   
  Complaint: 18242442
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:10/20/2022

  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.

  This is regarding case number ********. I was able to find the reviews for the Airbnb and wanted to add them to the complaint. Thank you so much. *********************** *****

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607

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

  
  The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 21, 2022. 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: 10/24/2022

   
  Complaint: 18292294
  
  I am rejecting this response because:

  Airbnb were not willing to work with me on this issue at all. I made a reservation for a listing on through Airbnb. I wondered how I had missed the very negative reviews about the location and then realized that the reviews were made after I had already reserved the place. The day my son was supposed to stay at the property I saw the new reviews. I contacted the owner and the conversation is below. The owner told me that the prior management didn't take care of the property but it had been changed October 1st. The reviews where dated October 2022. 

  I'm so sad. I read the reviews and couldn't let my son stay there.

  The response: The prior management didnt take care of the units properly but it has changed since October 1st. I think he should try and stay there tonight and you will see is a great place to stay.

  I have attached the reviews of the listing. Airbnb told me that I can't trust the reviews but they had not done follow-up to make sure the property was safe and clean. It is disappointing that they don't take their customers' concerns serious. I know there is nothing more that I can do because they are a large company and I'm just one of millions of customers so they have no need to be concerned. The reviews noted that the people renting the space had to leave and find other places to stay because it was not sanitary or safe. Airbnb should be responsible with investigating this situation. 

  I've attached the reviews and my receipt. I am so disappointed and frustrated that I couldn't even get refunded for  the $78 service fee or the $100 cleaning fee. 

  Thank you for your time and consideration.

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

  Business Response

  Date: 10/25/2022

  Issue resolved:
  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #  18292294

  
  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  Oct 24, 2022.  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:10/20/2022

  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.

  Due to my concern for safety and feeling harassed by a host and his listing on Airbnb, I cancelled my booking with his listing within 24-hours. This was within the 48-hour policy set by host for a full refund. I requested a full refund as a credit, and then I deactivated my account so that the host could not contact me anymore directly. I was NOT aware that deactivating my account would make me lose my credit, and when I explained my simple oversight and asked Airbnb for help, they are refusing to transfer my credit to me via my new account, or give me a refund (AKA, they are keeping my money). I am out for $594. So, Airbnb is stealing from me. They have no legal grounds to do this. They claim that this is their "policy."

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607

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

  
  The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 21, 2022. 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:10/20/2022

  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.

  My name is *********************** ***** I reserved an Airbnb on October 9th, 2022 $620 Airbnb Confirmation #HMZ45P9YRW I reserved an Airbnb on October 9th. At the time I did not see a place to view the reviews. On October 20th, I looked back at the listing to get information because my son was going to stay at the Airbnb. I saw the place for reviews at that time. One review said that when they arrived there was a razorblade in the shower and there were bugs in the room. The room and bed were dirty. There was a lot more in the review but I am getting a message "Error You do not have permission to access this resource." I wish I would have copied them. There were other bad reviews as well. One reviewer said that she filed a complaint with Airbnb but they did not do anything to resolve the issue. I am glad that my son didn't get there and had to figure out another place to stay. I would like a refund from Airbnb. At least I could get the cleaning fee of $100 and the service fee of $68. I don't think that Airbnb should have rental places on their site that are a health hazard. Thank you so much,*********************** *****

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607

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

  
  The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 21, 2022. 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: 10/24/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  
  Complaint: ********
  
  I am rejecting this response because:
  Airbnb were not willing to work with me on this issue at all. I made a reservation for a listing on through Airbnb. I wondered how I had missed the very negative reviews about the location and then realized that the reviews were made after I had already reserved the place. The day my son was supposed to stay at the property I saw the new reviews. I contacted the owner and the conversation is below. The owner told me that the prior management didn't take care of the property but it had been changed October 1st. The reviews where dated October 2022. 
  I'm so sad. I read the reviews and couldn't let my son stay there.
  The response: The prior management didnt take care of the units properly but it has changed since October 1st. I think he should try and stay there tonight and you will see is a great place to stay.
  I have attached the reviews of the listing. Airbnb told me that I can't trust the reviews but they had not done follow-up to make sure the property was safe and clean. It is disappointing that they don't take their customers' concerns serious. I know there is nothing more that I can do because they are a large company and I'm just one of millions of customers so they have no need to be concerned. The reviews noted that the people renting the space had to leave and find other places to stay because it was not sanitary or safe. Airbnb should be responsible with investigating this situation. 
  I've attached the reviews and my receipt. I am so disappointed and frustrated that I couldn't even get refunded for  the $78 service fee or the $100 cleaning fee. 
  Thank you for your time and consideration.
  
  Sincerely,
  
  *************************

  
  This complaint #******** is related to complaint #********. I had to send more attachments/supporting information and wasn't sure how to add it to the initial complaint. 

  Business Response

  Date: 10/25/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #  18290883

  
  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 October 24, 2022.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.
  
  

  "Hi ******************,
  
  This is Shantice from Airbnb that you just spoke to over the phone and thank you for taking my call and I quite understand that the experience is very unfortunate. Just to make sure you get all the information you need, today we talked about reservation HMZ45P9YRW with host FXL, the host does not agree to a refund at this time, the host mentioned that the listing has new management and cleaning staff and your stay would have been great with them, Since we are unable to adjust the host since a hosting standard wasnt violated, we have no choice but to honor their cancellation policy. I have attached a link below if you would like to provide feedback.
  
  Here is a related help center article with more information:
  www.airbnb.com/help/feedback
  
  I appreciate your time speaking with me and sharing your experience. I have documented in the case notes of what happened in hopes to change any future policies to make our community better for everyone. Since no further action is needed, Ill go ahead and close this communication thread. If you do need us, please dont be shy to contact us again through the"

  link: https://www.airbnb.com/help/contact-us/
  
  Best Regards,

   

• Initial Complaint

  Date:10/20/2022

  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 applied to host guest thru Airbnb around Oct 8th and went thru there app to apply and linked my bank account to get paid but have not gotten paid for 2 separate hosting jobs that I did I have them in writing saying the dates I would get paid and they are denying payment saying that cancellation were my fault but I reached out to customer support and never personally cancel any reservations and need my money There website states that 24, hours after check in I should receive my money yet I have not and it's been over a week they are wrong and very unprofessional I have asked to speak with supervisor on many occasions and have never spoke with one the sum is close to 430 dollars I am owed YOUR WEBSITE IS NOT ALLOWING ME TO SHOW SCREENSHOTS

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607

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

  
  The complainant is currently working with our specialised customer support teams that handle these types of matters as of Oct 20, 2022. 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:10/20/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reserved a room with a host on Airbnb in July 2022. At the time of the reservation I had reached out to the host to find out if there would be ample parking for my truck and trailer as I was moving across the country. I did not receive a reply, I waited until September to give them ample time to respond to my question. Because they did not reply, I was forced to cancel the reservation, and make another reservation with a host that was able to confirm if I could park my truck and trailer at the place I was staying. The host decided that they were not going to refund me my stay, I went through Airbnb to try to acquire the refund. I was under the impression that if the host was non-responsive than the cancellation policy provided by the host would be invalid. Airbnb decided to side with the host. I reported the dispute on my credit card as now this was considered theft. My credit card company also sided with the host. The host is refusing to refund any of the money, even though they are the ones that had broke the rules when they decided to not respond to my question that was asked to months prior to my stay.

  Customer Answer

  Date: 10/21/2022

  Hi there, 

  I wanted to resolve my complaint. After telling them I had filed, they issued me a refund in the full amount. As a result, Id like to withdraw the complaint. 

  
  Thanks,

  **************************;

• Initial Complaint

  Date:10/20/2022

  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 biggest mistake in my life by making a reservation at Airbnb which is a complete scam company .I made this reservation for one night from sept 26,2022 to sept 27,2022 and the reservation code is HMCFMWJYQC.Immediately upon making this reservation Airbnb locked my account and I was supposed to check in later that evening but had no access to my account as a result could not check in because I had no access to the check in instructions .I contacted Airbnb multiple times regarding my refund and Airbnb acts like they cant understand .Its been 3weeks and till date Airbnb has not returned my money of $207.99 for the reservation that I was denied check in because Airbnb purposefully locked my account and now they have suspended my account .Thanks Kuldeep

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 12, 2022). Below was the final decision email sent to the user:
  
  {Hello Kuldeep,
  
  We wanted to let you know that your Airbnb account has been deactivated.
  
  This means you can no longer use Airbnb to make any future reservations or create a listing.
  
  This happened because your account was flagged during one of our standard security reviews. It turned out that information in your account was linked to activity that goes against the Authenticity section of the Airbnb Community Standards.
  
  Specifically, there consistently has been misleading or inaccurate information provided about your profiles verification details.
  
  We reserve the right to make these kinds of decisions when we believe its best for the Airbnb community. For more information about our Community Standards visit: airbnb.com/standards
  
  We consider this decision final.
  
  You can read more about removal from the Airbnb community at: airbnb.com/help/article/432
  
  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:10/20/2022

  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.

  Rented a house through Airbnb (reservation HMX2DDCYZT), for ************, **. While approaching and entering the unit, my daughter and I felt unsafe. The entire outside of the unit was dirty & rundown. The other unit on the property, is attached to the rental unit and has thick big chains and do not enter signs. All of the *** rooms have doors that can be accessed from the outside. Within 10 minutes of arriving I was on the phone with the Host ***** and followed up on the phone with Airbnb Customer Support. The Host adjusted my reservation, to cancel the second day and told me I would be charged for the 1st day. However, the host tried to charge me the full cleaning fee. I was instructed by Airbnb, not to accept the schedule change or it would close my support ticket number. I proceeded to be transferred, called, emailed and messaged all from different people (*********, ******, **************, plus 2 others) from Airbnb from the time of the event 10/7/22 through 10/20/22, all whom did not resolve the issue. I did not stay at this Rental even for 5 minutes, I did not feel safe. We had to pay for a hotel as we had no where to go. We requested a partial refund, which the host sent and then cancelled. Airbnb did not appropriately or timely handle the situation.

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 18, 2022). Below was the final decision message sent to the user:
  
  {Hi Amber,
  
  This is ***. I hope this message finds you well.
  
  I have now heard back from your Host. And I am sorry to be the bearer of bad news, but your Host, ***** did not agree to provide any refund.
  
  *****, I am sorry that we wouldn't be able to provide you a refund ourselves. You see, the refund that you are asking for is going to come out of the Host's payout, and we have no leg to stand on now that he have indicated not wanting to give you a refund. This is not our decision to make nor our money to give.
  
  
  nce again, my apologies that the resolution of this case didnt go as I would have wanted. The issue is considered resolved, only that it didnt favor us. I really hope you wont take it against me. I also hope the experience will not deter you from booking with us in the future.
  
  If you need anything else, please let me know.
  
  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: 10/21/2022

  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,
  
  *******************************

  Customer Answer

  Date: 02/23/2023

  Simply telling me they are not WILLING to provide me a refund is not acceptable and I will absolutely be escalating this and having this process investigated for falsifying records stating it was received and consented. 

  Business Response

  Date: 02/24/2023

  Better Business Bureau Inc.
  **********************
  *******, **  94607
  Re: Case # 18253192
  
  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 Oct 18,2022. Below was the final decision email sent to the user:
  
  {Hi Amber,
  
  This is ***. I hope this message finds you well.
  
  I have now heard back from your Host. And I am sorry to be the bearer of bad news, but your Host, ***** did not agree to provide any refund.
  
  *****, I am sorry that we wouldn't be able to provide you a refund ourselves. You see, the refund that you are asking for is going to come out of the Host's payout, and we have no leg to stand on now that he have indicated not wanting to give you a refund. This is not our decision to make nor our money to give.
  
  
  nce again, my apologies that the resolution of this case didnt go as I would have wanted. The issue is considered resolved, only that it didnt favor us. I really hope you wont take it against me. I also hope the experience will not deter you from booking with us in the future.
  
  If you need anything else, please let me know.
  
  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:10/20/2022

  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.

  On July 5, 2022, I reserved a stay with AirBnb for a residence in ********, ******. I was making a reservation for a stay from Friday, Oct. 21 - Wednesday, October 26, 2022. I made the first payment of $117.55 (HMCEW4WHAA) occurred on July 5, 2022. The second payment of $470.16 (HMCEW4WHAA) occurred on August 23, 2022 totaling $587.71. I made the purchase with my WellsFargo debit card both times.On the night of October 18, 2022, I was notified by AirBnb via text message and app message that my reservation was cancelled. The message was received after 7pm CST. I contacted AirBnb to attempt securing another reservation. AirBnb was not able to meet my needs forcing me to book a hotel. I anticipate a full refund of $587.71 to my debit card/bank account. On Thursday, October 20, I called AirBnb and was told that I would only receive a booking credit but not a cash/debit card credit due to their policy. Since AirBnb could not accommodate my need nor could they fulfill the reservation, I am requesting a refund of $587.71. I have notified my bank but I am also attempting to make a claim here.

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 21, 2022). Below was the final message sent to the user:
  
  {Hi ****. This is ******* L, again, the previous Support Ambassador from Airbnb whom you spoke a while ago over the phone. Thank you for taking the time to answer my call. It was nice to speak with you earlier.
  
  I understand how this is very much important for you to have reimbursement since after Host cancelled reservation you booked new reservation to a hotel. And it cost $587.00. Allow me to check and see what is the best thing that I can do since it shows that you are fully assisted for rebooking.
  
  As per checking A total refund amount of $581.76 was credited on your Booking Credit. Airbnb already released the refund, however there is a bank processing time which may take up to 24 hours. Coupon issued $59.00 for rebooking.
  
  Booking-credit-program-terms-and-conditions
  https://www.airbnb.com/help/article/3219
  
  Cancellation-policies-for-your-listing
  https://www.airbnb.com/help/article/475
  
  How-do-coupons-work
  https://www.airbnb.com/help/article/160
  
  Rest assured that I will do my best to help you in this but I can guarantee anything since it show that you are fully assisted with rebooking.
  
  And thank you for being a part of this community. We are delighted to have you. Please feel free to respond, I would be just right here for you. Have a great day!
  
  Regards,
  Jeramay}
  
  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: 10/21/2022

  Complaint: 18252504
  
  I am rejecting this response because I have yet to receive correspondence of a "reimbursement". AirBnb's correspondences have been misleading in that they used "refunded" to suggest that I was compensated, when I was merely compensated with "booking credits "according to your policy.You ignored correspondence and never answered my questions during our phone call. I have also filed a complaint with **************** to dispute the charge since I did not receive the services. "Booking Credits" are not feasible here, when I insisted several times that I would not use AirBnb for my trip because AirBnb did not have accommodations that fit my needs.
  
  The correspondence AirBnb provided here was already provided following a phone call around 8:30pm CST (*************). Please issue a reimbursement of $587 to my bank, ***** Fargo. I will notify ***** Fargo that AirBnb has reached out.
  

  On July 5, 2022, I made a reservation to stay at a Portland residence. When I found out a colleague would join me, I contacted the original host and discovered a hefty fee would be applied. I cancelled well before the deadline and used an instant booking credit at that time to book the property in question.

  I made two payments (1st on July 5 for $117.55; 2nd on August 23 for ****** - this pay secured the reservation) totaling $587.71.

   

  I was notified on Tuesday, October 18 at 7pm CST (*************), less than 72 hours before my trip to ******** that my reservation was cancelled. I immediately contacted AirBnb hoping to find an accommodation within AirBnb. Sadly, I could not find an accommodation to meet my needs. At the end of the phone call, I requested a refund from the agent. She told me I would be refunded fully and I would see the credit in my bank account in 2-3 days. On Thursday, October 20 (one day before my trip), I called AirBnb and was notified that I was "refunded" booking credit to be used within AirBnb, and not replaced in my bank account.

   

  I have filed a claim with my bank, ***** Fargo, n.a. They are also investigating. I recommend AirBnb coordinate with ***** Fargo, n.a. to make this issue correct so I don't lose more money.
  

  I have attached the receipts and a copy of correspondence between myself and AirBnb.
  

  
  
  Sincerely,
  
  ********************* 
  Complaint: 18252504
  
  

  Business Response

  Date: 10/23/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 21, 2022). Below was the final message sent to the user:
  
  {Hi ***** This is ******* L, again, the previous Support Ambassador from Airbnb whom you spoke a while ago over the phone. Thank you for taking the time to answer my call. It was nice to speak with you earlier.
  
  I understand how this is very much important for you to have reimbursement since after Host cancelled reservation you booked new reservation to a hotel. And it cost $587.00. Allow me to check and see what is the best thing that I can do since it shows that you are fully assisted for rebooking.
  
  As per checking A total refund amount of $581.76 was credited on your Booking Credit. Airbnb already released the refund, however there is a bank processing time which may take up to 24 hours. Coupon issued $59.00 for rebooking.
  
  Booking-credit-program-terms-and-conditions
  https://www.airbnb.com/help/article/3219
  
  Cancellation-policies-for-your-listing
  https://www.airbnb.com/help/article/475
  
  How-do-coupons-work
  https://www.airbnb.com/help/article/160
  
  Rest assured that I will do my best to help you in this but I can guarantee anything since it show that you are fully assisted with rebooking.
  
  And thank you for being a part of this community. We are delighted to have you. Please feel free to respond, I would be just right here for you. Have a great day!
  
  Regards,
  Jeramay}
  
  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: 10/25/2022

   
  Complaint: 18252504
  
  I am rejecting this response. Per a conversation on Monday, October 24, I promised to present an itemized receipt from the ******************************************************************. The amount of the bill was $1349 (and change). I am requesting a reimbursement of $587.71, which is the full amount of my initial fees paid to AirBnb for the same duration of the trip.

   

  Again, I am requesting a reimbursement of $587.71. You will receive a copy of the itemized receipt on the morning of Wednesday, October 26, 5:30am PST (*************). ***** Fargo and BBB will also be notified.

   

  Thank you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/26/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 21, 2022). Below was the final message sent to the user:
  
  {Hi ***** This is ******* L, again, the previous Support Ambassador from Airbnb whom you spoke a while ago over the phone. Thank you for taking the time to answer my call. It was nice to speak with you earlier.
  
  I understand how this is very much important for you to have reimbursement since after Host cancelled reservation you booked new reservation to a hotel. And it cost $587.00. Allow me to check and see what is the best thing that I can do since it shows that you are fully assisted for rebooking.
  
  As per checking A total refund amount of $581.76 was credited on your Booking Credit. Airbnb already released the refund, however there is a bank processing time which may take up to 24 hours. Coupon issued $59.00 for rebooking.
  
  Booking-credit-program-terms-and-conditions
  https://www.airbnb.com/help/article/3219
  
  Cancellation-policies-for-your-listing
  https://www.airbnb.com/help/article/475
  
  How-do-coupons-work
  https://www.airbnb.com/help/article/160
  
  Rest assured that I will do my best to help you in this but I can guarantee anything since it show that you are fully assisted with rebooking.
  
  And thank you for being a part of this community. We are delighted to have you. Please feel free to respond, I would be just right here for you. Have a great day!
  
  Regards,
  Jeramay}
  
  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: 10/27/2022

   
  Complaint: 18252504
  
  I am rejecting this response because AirBnb needs to reimburse me for $587.70. I am providing an itemized receipt from the ***************************************** as well as a copy of my airfare to further confirm my trip to ******** ******. My stay began on October 21 and ended on October 26, the same time frame I scheduled with AirBnb for the initial trip. The AirBnb personnel have not been professional in their exchanges via phone call repeatedly saying they cannot reimburse because they have already refunded me in booking credits.

   

  For the record, I REFUSE these booking credits. I REQUEST to be reimbursed $587.70 because the Host cancelled my reservation less than 72 hours before my arrival to ********. I was forced to find expensive lodging because AirBnb could not accommodate my needs and I was fearful of being cancelled by another host upon arrival.

   

  The correspondence through BBB with AirBnb has been a repeated copy and paste of the correspondence from AirBnb. This act is unprofessional and below the standards of professionalism and practice. I need a reimbursement of $587.70. ***** Fargo has been notified as well. If there are more issues that arise such as a refusal to reimburse me, I will seek legal action against AirBnb.
  

   

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

• Initial Complaint

  Date:10/20/2022

  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 stayed at Airbnb approximately 4 years ago in 2018 for a duration of about 1year and . I requested that the host cancel my reservation for a specific month, and I pay him cash via Zelle because of the time frame that I got paid. He agreed to cancel the reservation and allowed me to pay him via Zelle and let me stay in the air bnb. The next month I rebook with the same host via air bnb platform. For the previous month I cancelled the reservation and paid the host directly. Air bnb is trying to charge me the full amount of a cancelled reservation. If I cancel a reservation, I owe Airbnb nothing. Me paying the host directly has nothing to do with Airbnb and I understand its not suggested. However, our agreement worked out just fine with the host and I. I made and he accepted the alteration and cancelled the reservation and refunded me the charges on the platform for the charges air bnb had due to the fact I paid him via Zelle the full amount. Air bnb 4 years in 2022 later sends me a letter stating its the final notice of collection of payment. Air bnb never sent me any prior notices and have no proof that they requested to collect funds. I knew this was going to be an issue, so I originally had the conversation of me, and the hosts negotiation held in the inbox of air bnb platform.I spoke to a rep by the name of ******* in collections at air bnb. He clearly did not actually investigate the situation because he would easily understand the situation. His only response is Per policy we do not have anything to do with if you pay the host outside of the platform and we do not recommend it. Thats not the point the agent needs. The primary issue is I had the reservation cancelled in a timely manner so if the reservation is cancelled, I do not owe for that month. Behind the scenes I paid the host and rebooked with the platform the following month. All Airbnb sees is to collect money that does not belong to them 4 years later. I think ******* is an automated syste

  Business Response

  Date: 10/21/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (October 20, 2022). Below was the final decision email sent to the user:
  
  {Hi *******,
  
  We hope this email finds you well.
  
  We understand your concern about the pending payment related email that was sent to you recently.
  
  Please know that the total booking cost of reservation HM59D4FKD3 with host, ***************** was $3,289.34 in which we received $2,831.45 while $457.89 remain pending.
  
  We would suggest you check the booking confirmation email sent to you on Jun 22, Here is the direct link :
  
  https://www.airbnb.com/users/email_by_key?key=137580175/2019/06/1561772048.9894075
  
  Thank you for your attention to this matter and continued cooperation. Please do not hesitate to let us know if you have any questions.
  
  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