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:07/23/2022

  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.

  Date of transation: June 27, 2022 Case# ************* Airbnb# HMBZWEQ54C ************ CA Amount in dispute to be refunded: $1,483.53 AirBNB via text said they will be able to issue me a refund until after August 26, 2020 because they have 60 days to give me back my refund to my credit card.'*****" says their hands are tied and they are no able to issue refunds before 60 days of a chargeback/dispute closure.

  Business Response

  Date: 07/23/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17614053

  
  We appreciate the time youve taken to share your concerns with our team. As previously mentioned, we are not able to assist any further in this matter due to the user filling a financial dispute with their banking institution. 
  

  We regret any inconvenience that this process may have caused, and recommend the user contact their baking institution for further assistance.  We will disengage from further discussion on this topic.
  

  Airbnb
  

  
  

• Initial Complaint

  Date:07/23/2022

  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 hosted a guest for 43days, airbnb wasn't pay me anything but charged me total of ******** in future payout. Booking Confirmation code HMH3D2WQ9D No one is responding my message to support team. I would like to have my payment adjusted.

  Business Response

  Date: 07/24/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17613771

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of July 24, 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:07/22/2022

  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 a host on airbnb with 20 properties and over $100,000 in rentals. I have a strict cancellation policy and airbnb keeps refunding guest the full amount when guest cancelling 2 days before the arrival. Its happening to often and I keep getting cheated out of my income by airbnb. I will provide screenshots of the most recent cancellation showing I have a strict cancellation policy and airbnb denying to show proof on their end and trying to cheat me out of our payout for this reservation.

  Business Response

  Date: 07/24/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17613677

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as ofJuly 24, 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: 07/27/2022

   
  Complaint: 17613677
  
  I am rejecting this response because:

   

      Nobody has responded to me, I called and they refused to talk with me and said someone will contact me which they have not and I don't expect them too. I tried asking again for proof/evidence supporting their claim and they refused as well. Airbnb is not willing to provide any proof to support there statement, respond to any of my messages and emails to show clarification, and is hopping by keep saying a manger will call you back or keep transferring you to another department that this issue just goes away. The amount airbnb has cheated me out of is ****** thai baht (over ***** dollar) and this is about the 10th time they have done this to me so just imagine how much money they have stolen from guest. Please help stop airbnb from cheating our citizens and host which is in the millions

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

  Business Response

  Date: 07/31/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17613677
  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as ofJuly 24, 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: 08/01/2022

   
  Complaint: 17613677
  
  I am rejecting this response because:

   

    Airbnb never tried to resolve the case or provide any information or evidence, they sent a automated message saying we made our decision and the case is closed now. Once again showing airbnb does not try to resolve any cases, instead sends automated messages closing the case without providing any information, or evidence of how they come to a conclusion. Airbnb has cheated me (the host) over a **** dollars and this is about the 10th time they have done this to me without providing any information and closing the case without talking to both parties involved. I am just one of millions they are doing this too and urge BBB to stop them from getting away with this and stealing millions from ordinary people like me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17613677
  
  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 (Aug 01, 2022).
  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.

   

  I have checked the details and see that the guest had canceled the reservation before the time frame. So the guest got a full refund as per policy.
  So they will not be any payout for this reservation.
  
  If you need any further assistance please feel free to get back to us, we will be more than happy to help you.
  
  Regards,

  
  Airbnb
  

  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17613677
  
  I am rejecting this response because:

   

     Thats not true, and I provided evidence showing thats not true. Provide evidence showing your claim is valid and I will accept it but you cannot just say anything you want without provide any proof to your statement. 

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

• Initial Complaint

  Date:07/22/2022

  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 7/18 I booked a rental on airbnb though a host. I paid $2,337.41 upfront. Prior to booking the exact location of the property was not given, only a general area. After completing the booking I received the address. After searching the address on ******* ****** maps & consulting with an acquaintance that is from LA, I was informed the property is located in the hood of LA and not a safe part of town. After expressing my concern to the host and that I would not be comfortable staying here, she still did nothing to refund me. I cancelled my reservation on 7/22 and only received a $36 refund. I tried asking airbnb for help but they did not resolve the issue. The host proceeded to call me "ghetto" for asking for a refund.

  Business Response

  Date: 07/23/2022

  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 [July 23, 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: 07/25/2022

   
  Complaint: 17613046
  
  I am rejecting this response because: This is my second attempt at trying to get a refund and Im still being given the same response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/27/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case #  17613046

  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 Jul 26, 2022. Here's the email that was sent to the complainant:

  "Hi ******
  
  I contacted your host, Imani; Unfortunately she didn't approve a refund for your reservation HMWHKTRSM3 he will uphold the cancellation policy.
  
  When you make a reservation request, you'll be prompted to agree to the listing's cancellation policy before you're able to submit the request. Once you have an accepted reservation, you'll also find the policy listed on your itinerary.
  
  I'd recommend reviewing the cancellation policy on a listing before booking. If you have to cancel a reservation, we issue any refunds in accordance with the set policy. You can check out details on all of the policies here:
  
  www.airbnb.com/home/cancellation_policies
  
  You can also check out our *********** articles and guides:
  
  www.airbnb.com/help/getting-started/how-to-travel
  
  Apologize for any inconvenience that this may have caused.
  
  Thanks in advance for your understanding. Please let me know if there's anything else I can help you with."

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

  
  

• Initial Complaint

  Date:07/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left a fair and honest review for a business and now it has been removed.

  Business Response

  Date: 07/23/2022

  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 [July 23, 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:07/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17th, 2022 I booked lodging through Airbnb at an address in **************. The stay would begin on June 6th, 2022. The exact address was ************************************************************************************** as listed on the site. When I arrived at the address, It was a Ralph's ************ I called the Host and I discovered the actual address was 601 ************ St. In Korea Town. I booked housing in **************. Not Korea Town! The address was posted fraudulently by the Host. I contacted Airbnb immediately. They offered a refund. I could not move forward with a refund as it takes days and I had used all of my resources to arrive in ** for a full-time project. I did not have the time or financial opportunity to find other housing. Had the address been correct. I would not be writing to you now.

  Business Response

  Date: 07/23/2022

  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 Resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on (July 20, 2022).

  Please find the correspondence below:

  "Hi ****,
  
  Hope this message finds you well!
  
  We really apologize for inconvenience caused and for all the hassle you had to go through. We really do not wish for our community members to go through such situation however, we need to abide by some policies.
  
  Having carefully reviewed it, I have found that you opened a case on June 8 about the same reservation, according to the notes in that case you reported the same inconveniences with the listing but you agreed to stay there, in the message thread we can also evidence that you wanted to extend your stay one more day, but at the end you decided to leave on the original check out date and you didn't want to ask for any refund or ask for rebooking assistance. Then you opened 2 resolution center requests one on June 20 and the other one on June 22.
  
  We mediated with the host on your behalf for the money you were requesting due to inconvenience with the listing. As we explained before at this point any kind of refund is up to the host discretion, since you ended up staying in the listing, unfortunately now your are not eligible for our cancellation and refund policies.
  
  We tried to request the host but the host didn't agree to ***** you a refund since you stay at the listing, and he said you never mentioned any problems with the listings while you stay there.
  
  Again we sincerely apologize for the experience that was encountered during this process, and we truly believe moving forward you will definitely have a more positive experience, that is reflective of the true spirit of our global community.
  
  You are entitled to take any measure that you see fit. Unfortunately we cannot assist you any further.
  
  We are very sorry that we cannot be of more help.
  
  I'm sending you a link for you to share your feedback. That's the proper way for you to share your thoughts so our team can see what you have to say, and take it into account. Here is the link:
  
  airbnb.com/help/feedback
  
  We really appreciate you as a guest, and we commend you on your understanding and kindness.
  
  Regards,
  Vinay."

   

  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
  

  
  

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17612197
  
  I am rejecting this response because: This is double talk. 1. Airbnb never offered to seek a new listing on my behalf. They only offered a refund. 2. I was stuck with the listing. There were many other problems. That are documented about the listing. 3. Since Airbnb kept closing the case. I did not agree to stay at this address. however I had no choice. I had spent all of my money on the listing. 4. I was working on a project in ********** and had zero time to relocate. I was stuck. 5. I requested one more day because I miscalculated my project timing. The last 12 hours of my stay the host shut off the wifi. This is buyers remorse. That is something other large corporations offer. I purchased something that turned out to be fraudulent. The address was *******************************. In Koreatown. The listing I paid for was in **************. Will you agree that this is bait and switch? Would you agree that if you pay to stay in ************** and the actual listing is Koreatown, that it constitutes consumer fraud. You seem to back your hosts, no matter how unscrupulous they have become. Keep in mind that without guests, You have no hosts. Your policies need a doctor. ****** this business model doesn't work (Lots of class action suits) You fix the business model. As we go forward, I will campaign everyplace to the unviability and dangers to this business's platform. This will include a Civil Case. It would be much easier to satisfy the customer and not the host. This host has had multiple complaints, which is not mentioned. I have all of my records showing that the listing was bogus And will present them when necessary.
  Sincerely,
  
  *******************

  Business Response

  Date: 07/27/2022

  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 [26th July 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:07/22/2022

  Type:Product 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.

  Rented an Airbnb for a wedding in *****. The place was filthy with used female ******* under a chair, a red pill my dog almost ate under a table, and cockroaches. Pictures and videos of the issues were sent to their complaint line. They apologized and stated theyre giving us a refund, however, they are refusing to refund us until they can contact the owner of the house, who has appeared to ghost them. So now were waiting for coupons and refunds to leave this place as we are stuck in the house because we dont have a place to go and need the refund and coupon.

  Business Response

  Date: 07/23/2022

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

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

  
  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: 07/27/2022

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

   

  
  
  ---------- Forwarded message ---------
  From: Airbnb <************************************>
  Date: Wed, Jul 13, 2022 at 12:12 AM
  Subject: Reservation reminder - July 21, 2022
  To: <************************************>
  
  
  
  
  Pack your bags!
  Its almost time for your trip to ******.
  
  
  The Treehouse
  Entire home/apt hosted by *****
  
  Address
  3154 ************************************************************************************ Get directions
  View full itinerary
  Check in
  Thursday, July 21, 2022
  Check-in is anytime after 3:00 PM Get instructions
  
  Check out
  Saturday, July 23, 2022
  Checkout by 11:00 AM
  
  Guests
  2 adults, 3 children, 1 pet Invite guests
  
  This listing has self check-in. Instructions on how to access will be visible in the itinerary 3 days before checkin date.
  
  Amount
  $369.96 View receipt
  
  Reservation code
  HMXKZ3P9K3
  Change reservation
  
  Your host is here to help
  Contact ***** to coordinate arrival time and key exchange.
  Message host
  Know what to expect
  Make sure to review the house rules and amenities.
  View house rules
  Keep in mind
  The host hasn't reported a carbon monoxide detector on the property. We suggest bringing a portable detector for your trip.
  Learn more
  Health and safety
  We're requiring that all hosts and guests follow our health and safety guidelines during the ******19 pandemic.
  In short: Dont travel if youre sick, practice social distancing, and wear a mask anytime youre in a shared space. Parties and events are also not allowed during this time.
  Read more
  Customer support
  Contact our support team 24/7 from anywhere in the world.
  Visit help centerContact Airbnb
  
  
  Airbnb, Inc.
  888 ****************************************************************, ***
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2022

  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.

  On July 21st my reservation was cancelled and I was given 2 different stories and no credit was a option for the rebooking of a new place and didnt even want to help me until I started telling how unprofessional they are not even allowing credit since it was them that canceled and I havent even got back my money that is supposed to come to me in 5 days but my vacation is in five days and offered me a coupon like really. Long story short they backed me in a corner because I had plans all that vacation and couldnt cancel my Plans Ive been setting up for 3weeks like come on Airbnb you have to do better then that

  Business Response

  Date: 07/24/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case #  17611366

  
  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 July 21, 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:07/22/2022

  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.

  On Feb. 15 of 2022 I booked a home (back bay bayou with view) through Airbnb for July *****. I paid a total of $1472.49 for these 4 nights. This home is on the water and we brought two boats with us to leave in the water. When we got to the house we unloaded everything and my daughter used the restroom upstairs on the left. The toilet would not flush. I let the host know about that. Next we looked at the pool, it was about 8 or so low of water. Low enough the skimmer wouldnt work and there were a bunch of leaves in the water. It also didnt have the water slide that was in the online pictures. Next we put the boats in the water at a boat ramp across the bayou and left them at the house. We then went to go eat dinner. This is when we realized our key fobs would not unlock the door. So we had to leave the house unlocked. When we returned my wife went to get a shower. She came down and told me we have no hot water. I messaged the host. He had me download an app to try to get the hot water to work. This would not work because your phone has to be connected to the water heater via a cord. After looking for the water heater. Which it was in a locked room apparently. I spent hours trying this app. And messaging the host. I decided to get me a cold shower. While taking a shower in the upstairs bathroom my family and friends noticed a large water leak coming through the 1st floor ceiling. Apparently from the plumbing or somehow rain from a couple hours earlier. I then let the host know I would not be staying after this night. We were forced to stay that night because it was very late and our boats were in the water. This is a tidal water way and it was to shallow at low tide to move them. The next morning we left immediately. It was a miserable day and night. Ive tried numerous times to get a full refund and they keep changing my refund amount. So far Ive received $74 and am promised $821. Leaving me paying $650 for a terrible experience. I should receive a full refund

  Business Response

  Date: 07/22/2022

  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 [Jul 22, 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: 07/25/2022

   
  Complaint: 17609553
  
  I am rejecting this response because:
  
  

  I was contacted today by Airbnb and I am still being charged for over $500 for a night in which we had no hot water, a leaking ceiling and no sleep. I think that fits for a refund per their get what you booked. they are not very good at explaining the charges either. A nights rental is only $249.00.
  

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

  Business Response

  Date: 07/27/2022

  Better Business Bureau Inc.
  100 ******** Suite 625
  *******, **  94607
  Re: Case # 17609553
  
  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 (26th July 2022).
  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: 07/28/2022

   
  Complaint: 17609553
  
  I am rejecting this response because:
  
  I am still paying over $500 dollars for a one night stay with all the issues that I reported. We should have received a full refund or at the minimum only be charged the $250 a night fee. Their website states that they have a get what you booked guarantee. Obviously we should have had hot water, a water slide and the ceiling should not have been leaking. We have had a terrible experience dealing with Airbnb. They cannot give us price breakdowns and do not honor their guarantee. 
  Sincerely,
  
  *******************

  Business Response

  Date: 07/30/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case # 17609553
  
  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 (26th July 2022). Please check the below email which was sent to you:

  Hello ***,
  
  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 the maximum refund has been processed.
  
  We understand that this might not be what youd hoped for, but we came to this outcome because of our Rebooking and Refund Policy.
  
  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: 08/01/2022

   
  Complaint: 17609553
  
  I am rejecting this response because they have made no effort to make this situation right. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2022 we paid Airbnb $1034.71 to stay at a rental home in ******************, **. The listing had 5 star reviews for being clean. We booked this place exactly one week ahead of arrival. The dates of the trip were to be July 5-8, 2022. Upon arrival we found the condo a complete disaster. There were German cockroaches in the kitchen, food all over the floor and counter, p*** all over the toilet, and bed bug stains all over the bed. I started cleaning the condo when we arrived because we had already paid and I was trying to make it work. However, when finding the roaches and the bed bugs, both of which can travel back home with you, we left. We were there exactly one hour. In that time I completely cleaned the place and left it much cleaner than I found it. When we left I immediately messaged the owner telling her that it was unacceptable and that I wanted my money back. She refused I contacted Airbnb. Even though I provided pictures of the bed bug stains on the mattress, and explained the entire situation, they stated that I did not provide enough evidence. Apparently I need to have been actually bitten by the bed bugs. Then on top of all of this, I wrote a review of the place on Airbnb, and the owner was able to write a review on me. Airbnb allowed for the removal of my review which honestly told of what went down. So they allow bad reviews to be removed, and keep the good ones. Seems extremely unfair. We want to be reimbursed for this mess. We ended up having to find a hotel the night we arrived with two kids, a dog, and my parents. We had to pay for this vacation twice. All because Airbnb allows owners to falsely advertise about their rentals and scam people out of money. Roaches and bed bugs are not okay in a rental. We left the place cleaner than we found it. We just want our money back.

  Business Response

  Date: 07/22/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case # 17609482
  
  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 (Jul 07,2022).

  'Hi, Katie.
  
  We appreciate that this issue may have been disappointing, and were sorry your stay didnt go exactly to plan.
  
  AirCover offers protection from many issues that might come up during your staylike the heat going out in winterbut it doesnt include more minor inconveniences.
  
  You can learn more about what is and isn't protected by AirCover in our Help Center:
  
  airbnb.com/help/article/3221
  
  After careful review of the pictures provided, we can tell that there were cleaning oversight issues but not enough for a full refund. This means that Mackenzie's cancellation policy would apply because of not enough evidence for a bigger cleaning issue.
  
  Since you were able to provide evidence of the issue, wed be able to offer a further coupon for $200 good for a year to use in your next reservation.
  
  While we cant offer any further refunds, Im still happy to provide the coupon for the amount offered.'
  
  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: 07/22/2022

   
  Complaint: 17609482
  
  I am rejecting this response because: Airbnb states that this was previously settled, however, it absolutely was not.  Do they expect people to take pictures of every single thing that is wrong with a rental? Do they actually require bed bug bites to prove that there were bed bugs?  Should I have taken pictures of the poop? Roaches? Food? They want proof of all of that? It was bad enough that after all my cleaning it was still gross. Unacceptable behavior Airbnb.  We will be sure to share our experiences with all of our friends and family so they know to look elsewhere for their vacation plans. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/23/2022

  Better Business Bureau Inc.

  100 ******** Suite 625
  *******, **  94607
  Re: Case #  17609482
  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 July 7th, 2022.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  
  Airbnb
  Best

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17609482
  
  I am rejecting this response because: We want our money back for the wrongdoing done on behalf of Airbnb. You rob people of their money by falsely advertising listings on Airbnb. Allowing owners to remove reviews that aren't good.  Do the right thing, and refund our money.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/27/2022

  Better Business Bureau Inc.
  100 Broadway Suite 625
  *******, **  94607
  Re: Case # 17609482
  
  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 (Jul 07,2022).
  

  'Hi, Katie.
  
  We appreciate that this issue may have been disappointing, and were sorry your stay didnt go exactly to plan.
  
  AirCover offers protection from many issues that might come up during your staylike the heat going out in winterbut it doesnt include more minor inconveniences.
  
  You can learn more about what is and isn't protected by AirCover in our Help Center:
  
  airbnb.com/help/article/3221
  
  After careful review of the pictures provided, we can tell that there were cleaning oversight issues but not enough for a full refund. This means that Mackenzie's cancellation policy would apply because of not enough evidence for a bigger cleaning issue.
  
  Since you were able to provide evidence of the issue, wed be able to offer a further coupon for $200 good for a year to use in your next reservation.
  
  While we cant offer any further refunds, Im still happy to provide the coupon for the amount offered.'
  
  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.
  
  Charlie,
  Airbnb