Rental Listings
Airbnb, Inc.Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Rental Listings.
Important information
- Customer Complaint:
BBB’s profile for Airbnb, Inc., was created in April 2011. A review of complaints was done in October 2024. Complaints on file state cleanliness concerns.
BBB recommends consumers and hosts to review the following:
Ground rules for Hosts
Ground rules for guests
What to do if the place you're staying isn’t clean at check-in
For additional support, please visit AirBnB's Help Center.
Complaints
This profile includes complaints for Airbnb, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7,310 total complaints in the last 3 years.
- 2,152 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/10/2022
Type:Sales and Advertising IssuesStatus: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 booked an Airbnb. The pictures when we booked the Airbnb did not show the surrounding neighborhood! The house was beautiful. We didnt realize they were going to put us in the ***** I had my 11 month old daughter and it was unsafe for us to stay at the house so we had to book a hotel. The Airbnb will not refund us because they stated no policies were broken. We took pictures of the Graffiti all down the road, the bars on the windows in the neighborhood, and the wooden covered windows as well. There was trash all down the street and the safe sea had me worried for my child. The house itself was beautiful! That was not the issue. The issue was the amount of security they implemented because they knew it was a bad area. The pictures also show the area that they didnt show either. They dont show the neighborhood because just like us many others wouldnt book this listing.Business Response
Date: 07/12/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17547352
The complainant is currently working with our specialized customer support teams that handle these types of matters as of July 12, 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,
AirbnbCustomer Answer
Date: 07/12/2022
I decline due to the fact that They already stated that they will not give me my money back. This is the pretty similar to how our original conversation started with them then they dont respond back so we had to call them multiple times.
Complaint: 17547352
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 07/13/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17547352
The complainant is currently working with our specialized customer support teams that handle these types of matters as of July 12, 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,
AirbnbCustomer Answer
Date: 07/13/2022
Complaint: 17547352
I am rejecting this response because:
Sincerely,
*****************************they keep saying they are working on it yet its been over a week almost!
Business Response
Date: 07/14/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17547352
We have reviewed the facts related to the case number <17547352> 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.
AirbnbCustomer Answer
Date: 07/18/2022
Complaint: 17547352
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:07/10/2022
Type:Product IssuesStatus: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've used Airbnb since 2017. I've had both long and short term stays. Every time I have made a genuine complaint to a host, they dismissed it or told me that something was wrong with me. After the host would respond negligently, I would contact Airbnb support to see what they could do about the situation. They always take the host's preference and it's like I haven't even paid money to them at all. They usually try to tell me to cancel my trip with no guarantee of alternative accommodations for my length of stay or they just offer a measly credit that doesn't pay for my length of stay.The latest incursion has been at my listing with a host named **** in ************. Every day-even on weeknights when I have to work in the morning-there are tenants who come inside at about 2 am and don't go to sleep until about 4 am which means that I don't get sleep because of this. The host told me that it's due to their working schedule, yet these people come in and out multiple times during the night; after said quiet hours. Despite my attempts to try to get a full (or fair) refund from both the host and Airbnb, I have been denied alternative accommodations along with my full (fair) refund for the nights I would not be staying; the host wanted to refund me for one night only, yet I would have one week left worth of non-refunded nights. To add, his listing failed to mention that this room was in the front of the house right by the front door. Otherwise, I would have NEVER taken this listing seriously.Lastly, I had booked a trip with a host who immediately canceled on me because of a review written on my profile from a host in the past -who was not at all fond of me- and I never got my money back. Airbnb claimed that they refunded me, but I never got my money back. I also contacted Paypal and my personal bank to double-check; every one of them said it had nothing to do with them.Overall, Airbnb and its hosts have shown immense negligence and host preference in their services.Business Response
Date: 07/11/2022
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 11, 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,
*******
AirbnbInitial Complaint
Date:07/10/2022
Type:Service or Repair IssuesStatus: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 canceled my reservation (HM35T2N491) under direction from Airbnb under the extenuating circumstances policy due to severe weather, flooding, and health and safety conditions in the *********** area. The refund was confirmed and on multiple occasions I was told the refund is being processed and would receive it within 15 business days. That time has come as passed and I have been told the engineers are working on it. Now they are simply ignoring my requests for information. There has been no resolution and no contact after repeated attempts to contact them. I would like my refund asap.Business Response
Date: 07/11/2022
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 11, 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,
*******
AirbnbCustomer Answer
Date: 07/11/2022
Complaint: 17546804
I am rejecting this response because:I have repeatedly received the response the engineered are working on it with no additional details, time frame, or meaningful update. Perpetually giving the same response well outside the ************************************************************************ action towards a resolution.
Sincerely,
***********************Business Response
Date: 07/13/2022
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 12, 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: 07/13/2022
Complaint: 17546804
I am rejecting this response because:I still have not have had an update, response, or resolution. As of your statement that the engineers have been working on the refund since July 12th is a blatant lie or I have been lied to because both ***** and Princess informed me the engineers have been working on it since July 7th. I would like any sort of update or truthful piece of information. Continually stating you are working on it forever does not accomplish anything. A refund is a simple request and mind you this is well outside the maximum 15 business days.
Sincerely,
***********************Business Response
Date: 07/14/2022
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 [14th 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,
AirbnbCustomer Answer
Date: 07/15/2022
Complaint: 17546804
I am rejecting this response because:This is the same generic response. No specialized customer service representative has contacted me, nothing has been communicated, no one is working with me! Please quit saying this generic untrue response. I have received countless generic messages in response on the Airbnb app saying someone will contact me as well. There is literally zero follow up.
Sincerely,
***********************Business Response
Date: 07/20/2022
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 20th, 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,
AirbnbCustomer Answer
Date: 07/20/2022
Complaint: 17546804
I am rejecting this response because:No one is working with me and there has been no information provided. There has been no resolution nor an eta when one may be reached. A demand letter has been sent and a lawsuit will follow depending on the response to the demand letter.
Sincerely,
***********************Business Response
Date: 07/21/2022
We are still working on this issue and trying to get it resolved ASAP. Please ask the user to patiently wait for the concerned team's response.***************************RR Coordinator
Initial Complaint
Date:07/10/2022
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.
Business Response
Date: 07/12/2022
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 12, 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:07/10/2022
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.
Customer Answer
Date: 07/12/2022
Business Response
Date: 07/13/2022
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 13, 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: 07/13/2022
Complaint: 17545940
I am rejecting this response because:
Sincerely,
***************************
Initial Complaint
Date:07/09/2022
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.
Business Response
Date: 07/10/2022
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 [July,6 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: 07/10/2022
Complaint: 17543664
I am rejecting this response because:
Airbnb claims to be working with me and say they are calling me, but in reality they will not return my calls. Ive given them 2 phone numbers, and there are no missed calls in my phone records. I havent received a single voicemail from Airbnb. As a professional, I always leave a voicemail when calling someone.
Ive wasted so much time trying to resolve this issue and truly just want to talk to a supervisor. Im so disappointed in their lack of concern.
Sincerely,
*********************
Business Response
Date: 07/11/2022
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 [July,9 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: 07/12/2022
Complaint: 17543664
I am rejecting this response because:
I believe this is the same exact reply Airbnb gave earlier, which is NOT TRUE. Airbnb is ignoring me and will not return my call. They have said they returned my calls a couple of times which I also do NOT believe is TRUE. I just want to have a conversation with a supervisor that can hopefully help me resolve my issue.
Sincerely,
*********************
Business Response
Date: 07/14/2022
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 [July,11 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:07/09/2022
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.
Customer Answer
Date: 07/20/2022
If Airbnb cannot produce this, they are liable to partially refund me on behalf of the host per the hosts written agreement despite the hosts initial no refund policy he still offered a partial refund then opted not to honor it.
Business Response
Date: 07/21/2022
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: 07/21/2022
I have reviewed the response made by the business in reference to
Sincerely,
***********************************
Business Response
Date: 07/22/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17543368
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: 07/22/2022
Complaint: 17543368
I am rejecting this response because this is not a resolution. I can provide the booking confirmation number for Airbnb to look up my reservation.
Sincerely,
***********************************
Customer Answer
Date: 07/28/2022
Business Response
Date: 07/31/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17543368
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 02, 2022. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavours.
Airbnb
Customer Answer
Date: 08/03/2022
Complaint: 17543368
I am rejecting this response because:I have asked for a copy of the cancellation policy to be sent to my email. This request was not honored. The host wrote in writing that he would provide a partial refund, this should be honored as it is in writing.
Sincerely,
***********************************
Business Response
Date: 08/08/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607
Re: Case # 17543368
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 02, 2022. Please check our correspondence on Jun 29, 2022:
"Hi *********,
Thank you very much for your patience and cooperation in resolving this matter. I want to let you know that I received feedback from your host and just like what I promised that I'll keep you posted. We're working here as a team.
The host chose to stick with her cancellation policy for the meantime. I discussed the possibility of her providing a refund some other time. I walked the host on how to process the refund on her end.
On your end, what I can suggest. You can make a ***************** claim so that if the host decides to refund you, the host will just accept your request.
To start, go to www.airbnb.com/resolutions
We appreciate your understanding and time on working through the issue with us. If you have other concerns on your account you can let me know, otherwise, we will be closing this ticket.
Best"
We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.
Airbnb
Customer Answer
Date: 08/13/2022
Complaint: 17543368
I am rejecting this response because I need to see the Cancellation policy in writing to confirm what is being done by Airbnb and the host is ethical. It is an unethical business practice for the host to promise a partial refund in writing and actually initiated the refund and then changes his mind (not her) the next day and ignore the customer to where a case had to be raised to get a response. Its disrespectful and unethical and Airbnb is supporting this behavior. I need a copy of the cancellation policy emailed to me at ****************************** to be reviewed thoroughly. If the policy does not cover what has occurred as I have stated, I will file a complaint with the **** Customers are not to be treated this way and then be waived off. I notified the host of my late arrival prior to departing on my flight. He knew I would arrive way past 1pm.
Furthermore, since ******* from Airbnb has repeatedly referred to the host as a her, maybe Airbnb has not actually engaged *******, the rude and unethical host in *********************** else you would have referenced the appropriate pronoun in your rebuttal. You may be responding per standard operating procedures and a script for all I know.
Sincerely,
***********************************
Business Response
Date: 08/16/2022
100 Broadway Suite 625
*******, ** 94607
Re: Case # 17543368
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 02, 2022. Please check our correspondence on Jun 29, 2022:
"Hi *********,
Thank you very much for your patience and cooperation in resolving this matter. I want to let you know that I received feedback from your host and just like what I promised that I'll keep you posted. We're working here as a team.
The host chose to stick with her cancellation policy for the meantime. I discussed the possibility of her providing a refund some other time. I walked the host on how to process the refund on her end.
On your end, what I can suggest. You can make a ***************** claim so that if the host decides to refund you, the host will just accept your request.
To start, go to www.airbnb.com/resolutions
We appreciate your understanding and time on working through the issue with us. If you have other concerns on your account you can let me know, otherwise, we will be closing this ticket.
Best"
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:07/09/2022
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.
Business Response
Date: 07/09/2022
100 ******** Suite 625
*******, ** 94607
Re: Case #********
We have reviewed the facts related to the case number <2020047894540> 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: 07/09/2022
I have reviewed the response made by the business in reference to
Sincerely,
***************************
Initial Complaint
Date:07/09/2022
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.
Business Response
Date: 07/10/2022
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 resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on June 29, 2022.
Hi *****,
I'm Sanatra, A supervisor here with Airbnb and I help to support our guest communityI hope youre doing well today!
I received your account, and I am reaching out to you in regard to a case we have open for you. Apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests.
Based on your case, I just wanted to provide you with some insights on our rebooking process. I am seeing here that the ambassador Jameil was assisting you with rebooking a new place and you requested to speak with a supervisor due to not being in agreement with the policy coupon.
I must apologize about the cancellation that took place because we definitely know how inconvenient cancellations can be for guest which is why we always penalize the host for cancellations.
We also always provide a coupon of only 20% of the reservation value if your reservation starts within 7 days. Our refund time frame for each payment methods id also dependent on the coupon that you receive as some refunds may take up to 15 days to reflect ad this excludes PayPal and Apple pay.
Unfortunately for your case we are only supposed top issued a coupon valued at 20% of your reservation. The situation was escalated and I approved a coupon increase to the value of $1000 USD even though with PayPal the refund is sent immediately and arrives within 24 to 48 hours.
I know the situation is inconvenient ***** however, unfortunately we are not able to make any changes to the rebooking coupon at this time. I wish we were able to however sadly we are not.
We understand this may not be the outcome you'd hoped for *****.
We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:
airbnb.com/help/feedback
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.
Regards,
Customer Answer
Date: 07/10/2022
Complaint: 17542684
I am rejecting this response because: The person responding from airbnb is the same person who messaged me on the airbnb app and did not address my questions. His/her response was essentially the same apology that he/she provided on the airbnb app and is the reason for me reaching out to the BBB. She/he did not provide the policy to which she is referring, as I requested from him/her, as the aircover protection makes absolutely no mention of 20% off, etc. They are not honoring what they put in writing to me and similar to most of the correspondence, they keep repeating the same things and do not answer the direct questions. In my research on their site, I could not find this 20% policy. It seems that their advertising of a protection plan is misleading as they don't honor it. Their own employees shared that I would not have to pay a difference, but they are not standing behind that either. As a minimum, they are not even honoring the $1,322 that they said they would provide. This response from airbnb is simply another example of their disregard for customers and that they have misleading advertisements pertaining to their protection.
Sincerely,
*********************
Business Response
Date: 07/11/2022
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 resolution team has already issued their final decision on this matter. Please refer to our direct correspondence on June 29, 2022.
Hi *****,
I'm Sanatra, A supervisor here with Airbnb and I help to support our guest communityI hope youre doing well today!
I received your account, and I am reaching out to you in regard to a case we have open for you. Apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests.
Based on your case, I just wanted to provide you with some insights on our rebooking process. I am seeing here that the ambassador Jameil was assisting you with rebooking a new place and you requested to speak with a supervisor due to not being in agreement with the policy coupon.
I must apologize about the cancellation that took place because we definitely know how inconvenient cancellations can be for guest which is why we always penalize the host for cancellations.
We also always provide a coupon of only 20% of the reservation value if your reservation starts within 7 days. Our refund time frame for each payment methods id also dependent on the coupon that you receive as some refunds may take up to 15 days to reflect ad this excludes PayPal and Apple pay.
Unfortunately for your case we are only supposed top issued a coupon valued at 20% of your reservation. The situation was escalated and I approved a coupon increase to the value of $1000 USD even though with PayPal the refund is sent immediately and arrives within 24 to 48 hours.
I know the situation is inconvenient ***** however, unfortunately we are not able to make any changes to the rebooking coupon at this time. I wish we were able to however sadly we are not.
We understand this may not be the outcome you'd hoped for *****.
We always want to hear from our guests, so if youd like to give us feedback on this issue, our policies or your experience, you can do so at:
airbnb.com/help/feedback
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.
Regards,
Customer Answer
Date: 07/14/2022
Complaint: 17542684
I am rejecting this response because:
Airbnb continues to ignore the questions asked of them and instead, continues to show their complete disregard for the customer. In this case, it was no fault of mine that the host canceled. And some offers that Airbnb said they would provide have not been fulfilled on their part.They continue to ignore the request of providing the policy they say offers 20% instead of the protection of a similar or better booking when a host cancels within 30 days of the arrival date (9 days in my case). This is all despite the fact that their initial outreach indicated that they would help find a similar or better place and cover the cost difference under their aircover protection plan. When they chose not to honor that, they offered a $1,323 coupon but never made it accessible. They wont even address why theyre not providing the $1322 coupon. Additional words wont help in this case because its clear that Airbnb will not honor the protection plan. It is so sad that integrity has no meaning now and that wearing customers down seems to be the mode of operation.
Sincerely,
*********************
Business Response
Date: 07/15/2022
100 ******** Suite 625
*******, ** 94607
Re: Case # 17542684
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 (30th June 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.
Best,
Airbnb
Customer Answer
Date: 07/19/2022
I have reviewed the response made by the business in reference to
Sincerely,
*********************
Initial Complaint
Date:07/08/2022
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.
Business Response
Date: 07/09/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17542692
We have reviewed the facts related to the case number <2020048278519> and considered the proposed resolution.
In accordance with our privacy policy, I reached out directly to the complainant today 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.
Sincerely,
Airbnb
Cara
Airbnb, Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.