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.

  2851 66th Way N Saint Petersburg, FL 33710-3144

• 

  Airbnb, Inc.

  281 W 4th St Chuluota, FL 32766-8906

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:09/26/2022

  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 am an Airbnb host. In June 2022 I had a problem with a sewage pump at the property I rent. There pump was on order and was not going to be able to be replaced before the guests arrival on June 17. Once I was aware of the issue I contacted the guest and notified them of the situation. They agreed that cancelling was the only option, so I subsequently cancelled the stay. Before cancelling I read all the instructions on the Airbnb website and did as instructed. I spelled out what the reason for my cancellation was. Airbnb never contacted me about the cancellation. I was never told I would or wouldn't be charged a fee. Later, when I received my next payment on August 23, 2022, Airbnb deducted $100 from the payout. They never emailed me or notified me I was going to be charged a cancellation fee, despite the fact that my cancellation met the requirements of the extenuating circumstances policy in effect at the time. I didn't immediately realize that the money had been deducted from the payout. As soon as I realized it, I contacted Airbnb. They said I had to call them within 7 days of the cancellation in order to ask for the fee to be waived, however, this was not stated anywhere on their website. It was clearly well after 7 days before I even knew I was going to be charged the fee. I spoke to someone on the phone, after not having any success using the Airbnb support text tool. They told me they could not refund the fee. I asked to speak with a manager and was told I would receive a call back. I received no call, only a message through Airbnb stating that my situation did not qualify as an extenuating circumstance and my case was closed. I looked on the Airbnb website and could find no other steps to take.

  Business Response

  Date: 09/26/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #  18129997

  
  We have reviewed the facts related to the case number 18129997 and considered the proposed resolution.
  In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address their concerns. 
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  Airbnb
  

  
  

• Initial Complaint

  Date:09/26/2022

  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 stayed in an Airbnb around 9/1/22 there were a few things wrong with it and I had extreme trouble getting Airbnb to help with the stay. I finally was rewarded a very small refund of $135 on 9/2/22. I was told it would go back on to my original payment method. I waited around a week and nothing. I then contacted them two more times to ask and one of the time they couldnt give me an answer on the status of my refund and the next time they just told me it could take up to 15 business days to come. Well it has been 15 business days and I have not had one email confirming my refund or giving me any status update and do not have the refund back to my original payment method. So I would like help in securing my refunded amount asap.

  Business Response

  Date: 09/27/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [27-09-2022]. 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:09/26/2022

  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.

  We rented a house 4 months in advance and paid up front.. no lights all week 7 days..i had contact with everyone they even sent someone there and still no lights. Help.. that was almost *************** the dark all week..

  Business Response

  Date: 09/27/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********  
  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 August 31, 2022.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  Best
  Airbnb
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  I booked an airbnb but the host contacted me at 10pm (the night before my check in) and asked me if I can cancel my booking because "she's moving out" but I told her that she have to cancel it on her end because they will not give me a full refund if I did. She then cancelled my booking. After I got the cancelation confirmation, airbnb contacted me and told me that they're offering me an $87 coupon. I then went ahead and requested to book another airbnb. It didn't give me an option to add my coupon since it was a request booking. I contacted airbnb and their representative were giving me the run around just to tell me that he's transferring me to their high up. This "higher up" gentleman (I didn't get the name because its literally 11pm already and I was already tired) he told me that he can't apply the coupon and hanged up on me. I wanted to use the coupon just to makeup all the inconvenience and stress but it turned out that this is another stress for me.

  Business Response

  Date: 09/26/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [26th September, 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:09/25/2022

  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 9/5/22 my wife reserved 1-bedroom condo at Lakefront Southwood Shores for Sep 9 - 11 for me and her niece with 7-yer old son who came from ******* escaping the war. Being on very tight budget (we financially support them) we paid $290 for 2 nights. Reservation code: HMPM5FX238. Arrived to resort and entering assigned room ****C we were surprised that there's no bedroom - just one room with reclining sofa and the kitchen. I called my wife, she pulled reservation and confirmed 1-bedroom room booked. We tried to find anybody who could resolve the problem, but theres no anyone on site unfortunately - only security at the entrance gate who recommended to contact the person reservation was made with. So, we called ***** (she did not put last name on booking confirmation unfortunately) and told that we cant stay in that room and sleep together in one sofa. She said that room is correct, exactly what we booked. My niece recorded 360 deg. video of the room and I sent to *****. She said that was not able to open it and suggested to upgrade to 2 bedroom that is available for additional $100. Because child was very tired after 3 hours of driving we decided to pay extra money and to figure out what was going later upon arrival back home. After coming back home, I pulled reservation records and confirmed that one bedroom apartment was booked initially, and theres no need for upgrade. So, I contacted ***** again and said that we booked one bedroom initially and theres no needs to upgrade and pay additional $100. She advised to call corporation. So, I called customer service and spoke with ************** explaining my concern and she opened support case. Shortly I got update from Airbnb that my request for $100 refund denied. ***** said that by the corporate policy all issues supposed to be reported with 3 days which I missed already even I contacted ***** instantly upon arrival.Outcome: $100 refund paid for unnecessary upgrade.Sincerely,*************************, 9/25/22

  Business Response

  Date: 09/26/2022

  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 (September 21,2022). Below was the final decision email sent to the user:
  
  {Thank you for sharing your thoughts with us.
  
  Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that refund does not apply at this moment.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because there is no violation by your host. Unfortunately the video you sent, does not show the bedrooms or badrooms to determine if the beds were there or not.
  
  Our review is complete now, and we wont be able to offer additional support on this case at this time.
  
  If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
  airbnb.com/feedback
  
  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: 09/27/2022

   
  Complaint: 18126564
  
  I am rejecting this response because: I'm 360-degree video mp4 file format that confirming there's no bedroom.

  Unfortunately, there's no option to attach but can send directly through email.   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/28/2022

  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 (September 21,2022). Below was the final decision email sent to the user:
  
  {Thank you for sharing your thoughts with us.
  
  Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that refund does not apply at this moment.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because there is no violation by your host. Unfortunately the video you sent, does not show the bedrooms or badrooms to determine if the beds were there or not.
  
  Our review is complete now, and we wont be able to offer additional support on this case at this time.
  
  If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
  airbnb.com/feedback
  
  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: 09/28/2022

  Please send me the 360-deg. video (at least the pictures) of the room I originally booked that show bedroom and I will retract my complain and send my apology.

  Thank you!
  

  Complaint: 18126564
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/30/2022

  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 September 21,2022. Below was the final decision email sent to the user:
  
  Thank you for sharing your thoughts with us.
  
  Upholding the policies and standards that protect our community is very important to us. Weve given your case and its details careful consideration, and we determined that refund does not apply at this moment.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because there is no violation by your host. Unfortunately the video you sent, does not show the bedrooms or badrooms to determine if the beds were there or not.
  
  Our review is complete now, and we wont be able to offer additional support on this case at this time.
  
  If youd like to provide feedback on Airbnbs policies or your experience, you can do so any time at:
  airbnb.com/feedback
  
  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: 10/05/2022

   
  Complaint: 18126564
  
  I am rejecting this response because: this is just copy/pasted response was sent earlier.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/25/2022

  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.

  I had an experience with Airbnb customer service on September *****, ******************************************************************** my adulthood and I cannot stress how terrible of an experience it was. My boyfriend and I booked an Airbnb in ***********, ** back on April 2nd, 2022. We spent a total of $1247.16 on the Airbnb alone, not to mention the purchase of items and equipment for activities to do while there. On the morning of September 7th, one day before we were to leave on our trip to ***********, where my dog developed an abnormality with her left eye, causing me to bring her for an emergency visit at our animal hospital. After evaluation she was diagnosed with acute glaucoma with retinal detachment, where she was rushed into emergency surgery to save her eye. Due to these events, my boyfriend and I and to cancel the trip, and we spoke with both the Airbnb hostess, as well as Airbnb customer service. The hostess would only give us a refund of $117.35, which encompassed just the cleaning fee and occupancy taxes/fee. After speaking to a total of 3 customer service representatives, we were told that nothing could be done for us and provided us with no support, followed by them closing out our case. Please refer to the letter I sent to the *** on behalf of this incident for more details revolving around the experience.

  Business Response

  Date: 09/26/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [September, 26 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: 09/26/2022

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

• Initial Complaint

  Date:09/25/2022

  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.

  I booked an Airbnb, and asked the host many questions prior to booking. I was there to work. The Airbnb wasnt in a safe neighborhood but I was unable to cancel it due to the host no refund ******************************* supported the host. Within a few minutes inside the home I began having respiratory distress. I assumed it might have been due to the strong plug-in. I removed them but my symptoms worsened. Im severely allergic to ************ I reached out to the host, she denied having mold there. Nothing was working and I kept getting sicker, and was unable to work for several days. I reached out to the host again, and was willing to leave & head back home. The host offered to refund me 50%. Based on that communication with the host I decided to find another Airbnb & checked out. After I left Airbnb charged my CC an extra $780 for checking out early and the host never refunded me the 50%. I reached out to Airbnb and they refused to return the $780 & refused to hold the host to what was promised. I would like to have my $780 refunded and get my 50% for that Airbnb refunded as stated by the host. Had the host never offered 50% I would have opted to go home, it would not have been wise to spend $7,000 on 2 Airbnb while I wasnt making that kind of money. I found another Airbnb and a great host, and within 12-24hrs I got better.

  Business Response

  Date: 09/27/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********  
  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 September 09, 2022.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  Best,
  Airbnb
  
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18126720
  
  I am rejecting this response because: this was not resolved as I did not receive any further communication from Airbnb addressing my refund. I never received a refund and neither did I receive the $780 early checkout fee. What Airbnb has done is that they declined to hold the host to what she said she would do, which is refund me 50%. Airbnb did not return the $780 that they processed without alerting me. How could this matter be resolved when I have not received my refund? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/29/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #********  
  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 September 09, 2022.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  Best,
  Airbnb

• Initial Complaint

  Date:09/25/2022

  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.

  I booked an Airbnb for a business event in ******. The Queen passed away, and my business event was cancelled. Additionally, due to all the mourners heading to ******, there were no train tickets for me to purchase to get down there. I asked the host to cancel. She said no refunds. But if I cancelled and freed up the dates, she would refund me if someone else booked it. I do not know if anyone else booked it, but she did not refund me, so I instead opened a resolution request through Airbnb. I asked her to refund just half of my booking fee. She said no. I involved Airbnb, and they told me they couldn't help me. When I tried to speak to someone regarding it, they left the chat in the middle of me typing after telling me the decision had already been made. I feel robbed. I feel scammed. The host was paid $500 for nothing. They also accepted my cancellation and put the listing back on the market for the days I would of been staying in it. But I get nothing? Their policy is supposed to cover extenuating circumstances. How is the Queen passing, events getting cancelled due to national days of mourning, trains being completely sold out - not extenuating? I just want my money back. Nothing more, nothing less. But their customer service treated me with hostility and rudeness.

  Business Response

  Date: 09/25/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #  18126728
  We have reviewed the facts related to the case number 2020057963077 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: 09/26/2022

   
  Complaint: 18126728
  
  I am rejecting this response because:

   

  Airbnb continuously focuses on the Queen's ******* not being a reason that is covered. However, this is about the 10 days of National Mourning that was declared which caused massive disruption to travel, trains, and businesses closing down. This was not simply a funeral. This was a period of time in which the authorities has called for a national response that disrupted my travel. This is not something in my control. I accept that it is not really anyone's fault and that this was a situation that was a once in a lifetime disruption, and I offered to simply split the cost. I asked for just half back. They refused. They put the listing back on the market the days that I was supposed to be in it. They accepted my cancelation, reposted the listing and opened it up to more bookings. I do not understand how it is right morally or legally that someone should collect $500 for a service they did not provide while also putting up the service that I paid for for someone else to use.
  
  Sincerely,
  
  Chelellen Becket

  Business Response

  Date: 09/28/2022

  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 Sep 26, 2022. Below was the final decision email sent to the user:
  
  "However, weve carefully reviewed your reservation, and on this occasion, you are not eligible for a full refund under our Extenuating Circumstances Policy. We realize this may not be the outcome you had wanted but, *****'s funeral was not in Extenuating Circumstances and there is nothing about it we can do for you. Airbnb is dealing with the Host money and it is our responsibility they can get paid for their service. We are concern if you could make your way to the listing, it would be there ready to accommodate you as perfect as our high standard policy to maintenance the listing very clear for every new host.
  
  We are sorry about you behaviour but none he is stilling or robbering you money. you had make a reservation and by that you accept our cancellation policy.
  
  I hope this message is usuful to you. this case is closed now.
  For any need, do not hesitate to contact us at: www.airbnb.com/help.
  
  
  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.

   

  Best,

  ****************
  Airbnb
  

  
  

• Initial Complaint

  Date:09/25/2022

  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.

  I booked an Airbnb house in ******, ******- been there before &also lived in ****** for 9 yrs. I got there and it wasn't in a nice, safe neighborhood. There were vacant buildings with even some people inside on the same block, trash literally everywhere, couches on the sidewalk. I've traveled all over ************* and ******* so I knew what to expect. I exoected a simple house in a safe neighborhood. I did not feel safe as I'm a single female & it's not a good area for walking at night alone or with my dog late at night. I went back and forth with Airbnb, each time a new rep, and one even insinuated that it was just "anesthetics." I explained that I didn't feel safe there and I've never claimed such with Airbnb. I drove down here from ****** City, staying in motels so I wasnt expecting fancy. The host and Airbnb both acknowledged that as of yesterday, 9/25, that I would pay 5 days (about 266 USD new charge on 9/25) and that be refunded the full amount of ***** (+/- as paid in **** Baht). I was told that I was to change the booking on the app to reflect the 5 days so now it looks like I paid over ************************************************** I have screenshots of the host agreeing in our chats, voice messages through WhatsApp, and also confirmation by Airbnb of this refund per our agreement. Today, I receive yet another support message saying that I will not be refunded any money- now I've paid for more than a month of rent. At this point, they have now taken even more money & cannot even find the 2nd payment in the system. I'm now waiting on another "escalated" attempt to resolve this. This makes no sense as I have confirmation from several parties, including the ****************************** that it was agreed to and resolved yesterday. Such an unorganized and unethical company that I will not use them again.

  Business Response

  Date: 09/26/2022

  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 (September, 25 2022). Below was the final decision email sent to the user:
  
  {Hi ********,
  
  I finally got a response from your Host. Unfortunately, your Host is upholding their cancellation policy and will not be able to provide you a refund.
  
  Any refund outside the cancellation policy will always be at Host's discretion.
  
  You can also review our Help Center,
  
  https://www.airbnb.com/help/article/1361/cancellations-of-longer-stays
  
  Please know that without your Host approval confirmation. I will not be able to proceed with the next set of actions.
  
  It breaks my heart that your request cannot be granted at this time. I hope that you understand that if there was anything that I can do, I could have done it right away without any hesitation.
  
  My goal is to make sure that you get the best experience without compromising the policies we have in place. I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.
  
  If you have questions, please let me know.
  
  Warm Regards,
  April C}
  
  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:09/25/2022

  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.

  I reserved a place through the Airbnb platform and communicated through the platform on 7th September ************************************************************ I reported the issue and i was told this reservation "HM3PDJZEB2 ************ GB" was cancelled on 8th 09 2022 and a refund to be made to my account within 10 days. I tried to login to my account in a public cyber and it was locked. Am unable to get an updated receipt or tracking information to ask my bank. Since I raised the issue Airbnb help has been unresponsive. The issue is not sorted and no refund or communication received from Airbnb.

  Business Response

  Date: 09/26/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 18126158
  Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue. 
  Sincerely,
  Airbnb
  
  

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:

  My Name: Kingstone ******,

  My email: ****************************

  Mobile Number: **************
  
  I have reviewed the response made by the business in reference to complaint ID ******** and above are the details for my account.
  
  Sincerely,
  
  Kingstone Theuri

  Customer Answer

  Date: 09/29/2022

  Please see the below snip of the refund cancelled and no payment made to my bank to date.
  

   

  

  Business Response

  Date: 10/02/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 18126158
  Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue. 
  Sincerely,
  Airbnb