Business Profile

Rental Listings

Airbnb, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s profile for Airbnb, Inc., was created in April 2011. A review of complaints was done in October 2024. Complaints on file state cleanliness concerns.

BBB recommends consumers and hosts to review the following:

Ground rules for Hosts
Ground rules for guests
What to do if the place you're staying isn’t clean at check-in

For additional support, please visit AirBnB's Help Center.

Complaints

This profile includes complaints for Airbnb, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,316 total complaints in the last 3 years.
2,159 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/22/2022
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 06/21/22 My host at airbnb canceled I was told the same day that what ever price was over the other airbnb that they would cover I was sent a link from airbnb to look at other places I clicked more information and it bought it immediately I didn't agree with the purchase it took almost **** out of my account and They were supposed to cover what was over the amount and they didn't they only gave me 180 refund I am extremely irritated and am thinking about taking legal action its a lot of money to be screwed over on
Business Response
Date: 06/22/2022
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 Jun 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
Initial Complaint
Date:06/22/2022
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 booked an Airbnb unit from June 9, 2022 through June 13, 2022. Upon arrival at the unit I discovered that the air conditioning, internet and television were not working. I contacted the host immediately. While waiting their reply about fixing the issues we left to attend graduation celebrations for my grandchildren. The host replied and told me to basically fix it myself. They provided me with a set of instructions that included finding breaker boxes and resetting apps. Although uncomfortable with dealing with electricity I attempted to follow the reset instructions. The air conditioner did not work. The internet and tv did not work. I contacted the host and Airbnb multiple times to no avail. I checked out the same day as I could not sleep in an airless 2nd floor apartment with no air conditioning. I contacted the host to tell him I was leaving. I checked into a hotel at great expense to myself as it was a last minute booking. Since then I have tried to deal with Airbnb support but have only received excuses from multiple people. I feel like I have been defrauded as i did not receive the service for which I paid over $700. I am requesting your assistance in getting a refund.
Business Response
Date: 06/22/2022
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 Jun 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
Initial Complaint
Date:06/22/2022
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.
There were a plethora of issues with my stay at one of their host sites, however I will just go into the details below of the specific issues I had with airbnb.I booked a campsite through the airbnb website with a company called Tentrr. On the booking listing, and everything that was sent to me, it states that check in is after 4pm. At 11:03am on the day of our arrival the host's campkeeper contacted me and told me that we only had a 3 hour window, from 4pm to 7pm to check in. We were traveling from out of state and weren't sure that we could make it in that time frame due to being told last minute. The airbnb site and the tentrr site both just say after 4pm. This caused us to have to rush to get out there and we werent able to stop to buy food or firewood for the weekend. Upon arriving the campkeeper told us our site had been destroyed by a tree and the entire town had no electricity. The campkeeper says he messaged me about the site being destroyed at 3:45pm, but I never received a message and my phone records through my carrier also show that a message was not received. Had we been made aware we could have made alternate arrangements instead of being stuck with the terrible alternate campsite they gave us and we wouldn't have had to travel an additional hour to find food and firewood, which caused us to incur extra expenses. Airbnb has denied any request to do anything to fix this despite the proof I provided showing that one of their hosts has an inaccurate listing and gave us false information. The campsite also did not have a heater in the tent like the listing said it would.
Business Response
Date: 06/22/2022
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 [Jun 21, 2022]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
Best,
Airbnb

Customer Answer
Date: 06/23/2022

Complaint: 17459369

I am rejecting this response because:

Hello,Yes, I had been working with someone but I was told multiple times the case was closed and there was nothing else they could do for me and directed me to leave feedback for their team. See attached.Sincerely,

*********************
Business Response
Date: 06/24/2022
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 [24th June 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: 06/27/2022

Complaint: 17459369

I am rejecting this response because:

Airbnb keeps responding and just saying to continue working with the specialized customer support and then sites the date that I emailed them. However, this specialized customer support does not respond to my emails. I can't work towards a resolution with them if they just ignore me. Airbnb, please find someone to work with me on this instead of just telling me not to respond here. This is the only way I've actually been able to get someone to respond, even if it is them just telling me to contact a different department. The customer service I have experienced with ********************** is absolutely horrendous!Sincerely,

*********************
Business Response
Date: 06/28/2022
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 June 28, 2022. Please continue to work with these specialists toward a resolution.
Our colleague have contacted the host and host have agreed to provide you a refund of $123.00. Please respond to the email sent by our specialized customer support.
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:06/22/2022
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 accidentally purchased airbnb gift cards for $800 not realizing they are not regulated hotel so I dont feel comfortable with my family going to some strangers property logically I reached out to customer service entire week ago they made me wait 24 hours for every response and finally I spoke to a manager and the manager said she will be willing to give a refund of $400 maximum onto my debit card on file all of a sudden I guess the processing team told me that they cannot process the refund because I never even made reservations so I literally showed them exactly what they manager already written too me they basically told me that they cannot and now refusing to call me purposely waiting until it is 3am my time so that way they can say it is too late to call and Im just sick of all of this I was a entire refund with my account closed this isnt how you treat a paying customer zero professionalism yet they get money to answer questions I dont get paid anything!
Business Response
Date: 06/23/2022
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 [23-06-2022]. 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: 06/23/2022

Complaint: 17459291

I am rejecting this response because:
The specialist team has told me that they tried to process a refund they were unable to now they are just ignoring me even knowing the manager stated for them to release the money to my default payment that is the whole point of me contacting bbb this issue is on day 8 now zero result one response per 24 hours.

Sincerely,

***************************
Business Response
Date: 06/24/2022
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 23-06-2022. 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: 06/25/2022

Complaint: 17459291

I am rejecting this response because:

There last response was 48 hours ago stating there was nothing that they can do they also didnt acknowledge a refund the only thing they offered was a credit for a reservation 48 hours ago which doesnt line u to what the manager told me going on day 9 no resolution I cannot understand how these people are working also why would I want to spend my hard earned money with this company that lies too there customers and makes them wait weeks possibly months for a resolution they have my bank card also they are outright ignoring me now so whoever is reading this maybe you can get in contact with them and ask what is going on obviously they have cut communication with me I want a full refund at this point not account credit transparency because they totally oblivious to this situation even know I repeated myself multiple times for them.
Sincerely,

***************************
Business Response
Date: 06/27/2022
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 [27th June 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: 06/28/2022

Complaint: 17459291

I am rejecting this response because:

The manager wrote me saying that the account specialist cannot give a refund so I need to be in contact of a person that can she isnt responding back too me I need a refund of $800 and my account too close so can you help get me to right department? Day 10

Sincerely,

***************************
Business Response
Date: 06/29/2022
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 Jun 27 2022. We have update our support team about the ongoing issue and they will be following up with the complainant directly to address their concerns further.

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.

Charlie,
Airbnb
Customer Answer
Date: 06/29/2022

Complaint: 17459291

I am rejecting this response because:This is what there staff told me 4 days ago since then no contact has been made!
Airbnb Support 3:00 PM
Hi ******,
This is Clarizza again one of the supervisor
from Airbnb. I understand that you were
assisted by our specialist team from the
other department.
As i mentioned on the previous message,
really wanted to help you out refund the at
least half of the coupon you purchased by
unfortunately, I don't have any option to do
so. As I've checked that no reservation was
associated on this account.
This is something that we don't normally do
as the coupon is not transferable to any
other type of refund.
Please feel free to respond to this message
for further assistance. They are giving a generic message on here to the manager or specialist team didnt give a resolution so what now?

Sincerely,

***************************
Business Response
Date: 06/30/2022
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 [Jun 30, 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: 06/30/2022

Complaint: 17459291

I am rejecting this response because:
Thank you for sharing your thoughts with us.

We understand that this might not be what youd hoped for, but we came to this outcome because we really dont have an option to convert the gift card to cash.

Our investigation on checking for other option 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
^^^^
The above message is from Airbnb I need more assistance

Best regards,
Sincerely,

***************************
Initial Complaint
Date:06/22/2022
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.
t has now been one week and three days since I have been battling to get my refund back. I have been told countless lies and empty promises. I will not stop doing what I am doing until my money gets back into my account. This company canceled my trip and now has left me in a situation that I am about to lose my beach house because they keep dragging their feet on returning the rest of my refund. If my house is lost because of this, I will be sending in complaints every day. At the end of the day, this is NOT fair to me. This company put me in this position and I have been battling every single day to get it back. This is the worst company and EVERYONE i know will know what has happened. I want my refund back and I will not stop. You will also not dismiss me and you will not tell me what to do. I will continue to come to this platform and make as many complaints as I want to.
Business Response
Date: 06/23/2022
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 . 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: 06/23/2022

Complaint: 17459217

I am rejecting this response because:
Well *****, I will respond however and wherever I want to. This isnt being worked on cause it is now DAY 12!! WHY IS IT TAKING THIS LONG? I will continue to file complaints on this platform. Get ready for them cause they are headed your way. This is unacceptable. There is no way to communicate with your so called payment specialist so please enlighten how they are working on my case. It doesnt take much to issue a refund back. Its not rocket science.
Sincerely,

***************************
Business Response
Date: 06/24/2022
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 Jun 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: 06/24/2022

Complaint: 17459217

I am rejecting this response because:
I have yet to recieve any update with my refund!! Are people even working on this? Who works in this department? Incompent people? Morons? Cowards? Where is my money?? Where is it? I will not stop blowing up this BBB account and your customer service line. This is RIDICULOUS!! Where the h*** is my money? Where the h*** is my phone call? Its been 2 WEEKS!!!!!!!!!!!!!!!!!!!!!!!!! 14 DAYS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Where is the freakin respect? Where is it? Where is it? You people are scam artist! I'm getting my lawyer involved now!
Sincerely,

***************************
Initial Complaint
Date:06/22/2022
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.
This complaint is related to one filed on June 15, 2022 (********). The latest response to that complaint was that I was working with their "specialized support team to resolve this issue." That statement is 100% false. I have called multiple times a day since June 14th and spoken with their general customer service representatives. I have been trying for over a week to engage with the "specialized support team" to resolve this matter. However, their customer service reps are unable to connect customers to that team. No one from the "specialized team" has tried to contact me either via email or phone. The only word that describes Airbnb in this instance is dysfunctional. We currently have an Airbnb guest staying at our property and Airbnb is now refusing to pay us over $1,600.00 until our account has been reinstated! Our guest paid, Airbnb is got their money, however, due to their error they are withholding our payment! I have learned that they used an algorithm that identified our account as fraudulent and immediately suspended our account. They did not do any due diligence prior to the suspension a quick public records search or phone call to the host would have solved many hours on both sides.
Business Response
Date: 06/22/2022
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 Jun 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
Initial Complaint
Date:06/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I book with Airbnb all the time and I took a trip to ***** and my phone was stolen and someone booked an Airbnb under my account and there refusing to give me a refund I was charged almost $700 bucks it was my last money I couldnt get my ticket to get home I had to borrow money couldnt buy food they refused to give me a full refund and Im a loyal customer this is not fair at all Ive reached out multiple times its just not fair Im not a rich person and I feel like I was stolen from its been months and still no resolution this isnt right I attached the receipt and I cancelled the reservation as soon as I found out about it and they never provided me a refund
Business Response
Date: 06/22/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607

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

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our team has already issued their final decision on this matter. Please refer to our direct correspondence on Aug 14, 2022.
As informed, there was no unauthorized access to your Airbnb account found. Sometimes, seemingly unauthorized access can come from another person (usually a close friend, family member or colleague) using a shared device from which your account was logged in previously. The session used to message the host for reservation HMM5TPAJXM to report unauthorized activity was also used to book the listing.

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:06/21/2022
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.
Reserved 1 bedroom 1 bath in home for June *****, 2022 and Airbnb listing stated air conditioning included. It is a heatwave with temperatures over *************************************** bedroom, NO A/C unit and I casually asked on June 21st if the bed was covering a central air vent. She pointed at window air conditioner in living room as being the a/c. No central air. My 10 lb. dog began passing out so I moved him in crate in front of living room window a/c unit and contacted airbnb. They said talk to Host, who refuses to talk to me. So I have to take my dog and check into a hotel at twice what I am paying airbnb. Need a full refund due to fraudulent listing.
Business Response
Date: 06/22/2022
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 Jun 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: 06/22/2022

I am rejecting this response because:
They are ignoring screenshots of the listing stating there's air conditioning in the reserved bedroom and bath. They ignore photographic proof there's no window air conditioner in the bedroom.
They are stealing almost $445 for my stay of one night in a ramshackle trailer with no air conditioning in the bedroom. Air conditioning WAS advertised, so the dishonest host is THEIR problem. My 10 pound dog suffered heat stroke because there's a week of 100+ degree days. Airbnb is fine with their hosts endangering the lives of their consumers and pets. There have been numerous class action lawsuits relating to this fraudulent and dangerous behavior by Airbnb and their so-called "Hosts"
*********************
Business Response
Date: 06/24/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17458323

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 Jun 24, 2022. 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: 06/25/2022

Complaint: 17458323

I am rejecting this response because:
I have not received a full refund of $444.26.

Sincerely
*********************
Business Response
Date: 06/28/2022
Better Business Bureau Inc.
100 ******** 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 06/24/2022.
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
Initial Complaint
Date:06/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Account Number is associated with phone number Phone Number: ************* I have spent what I would say is a large amount of money on Airbnb, one time in ****** **, once in ************ on a beach condo. I intended to continue using Airbnb to find places to stay for holidays/vacation, but I am unable to do so now as they have suspended my account for an unknown reason. If I call, they are unable to give me an answer and emailing also does not help. I'm wanting to be able to use their services again or possibly in the near future be a host. At the very least I would like to know why my account was suspended originally.
Business Response
Date: 06/22/2022
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 Jun 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
Initial Complaint
Date:06/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I booked an Airbnb for our wedding/honeymoon in *********** for June *****, 2022 for $2,292.82. The airbnb was unsanitary and had black mold. We feared for our health and felt extremely unsafe so we left after the first night. We would've left after we checked in but it was late and there was no where else to go after driving 8+ hours, aside from the fact that the host took a long time to respond to us. We wanted full refund. We had problems with host and airbnb support offered to refund us for nights not stayed, 30% discount off the 1 night we stayed, and a refund of cleaning/service fees/taxes. Now they are fighting us on the service fees ($249.90) and taxes ($202.00) by stating they are non-refundable. They are attempting to charge us for service fees and taxes for services not rendered. We want a FULL refund after the exposure to unsanitary conditions and black mold thus ruining our honeymoon and now having to deal with the headache of trying to get our money back rightfully.
Business Response
Date: 06/22/2022
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 Jun 21, 2022. As informed, 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

Additionally, since you were able to provide evidence of the issue, we would be able to offer a partial refund of 30% of the impacted nights. That's a further amount of $122.10. And the refund for the nights not spent total of $1,260.84, cleaning fee of $89.

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: 06/22/2022

Complaint: 17457776

I am rejecting this response because: Well *****, I can assure you that we will not disengage from discussion on this topic. That unfortunately is not your call. How would you feel about paying services fees and taxes to a company for services NOT rendered? Seems illegal to me. Put yourself in our situation and see how disengaged you want to be. We are talking about health concerns. So, Im sorry if that seems like a total and complete minor inconvenience to you. Why dont you go stay there and tell me how you feel afterwards and how sick you probably will feel after exposure to black mold? Especially for a honeymoon, that was ruined due to a health hazard/safety hazard experience in an Airbnb that you paid a lot of money for. It is not acceptable for a company to treat customers like this. Considering I have extensive evidence, we will pursue a full refund.

You can give us a full refund according to your policy, but you actively choose not to. It states that experience issues are covered of what we experienced. It states, Experience presents or entails a safety or health hazard that would reasonably be expected to adversely affect a guests participation. Furthermore, it states If we [Airbnb] determine that an Experiences Issue has disrupted an Experience, we will provide a full or partial refund. Let me tell that we wouldve stayed had we not feared for our health and safety of our health due to the black mold. It not just some minor inconvenience like you chalked it up to be, especially with an autoimmune disease.

If Airbnb would prefer, Ill gladly take this to the health department and social media/papers. Im sure the public would very be happy to know how Airbnb treats their customers and what they consider minor inconveniences especially during an ongoing pandemic.
Have a wonderful day.

Sincerely,

***********************
Business Response
Date: 06/27/2022
Better Business Bureau Inc.
100 Broadway Suite 625
*******, ** 94607

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

We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our resolutions team has already issued their final decision on this matter. Please refer to our direct correspondence on Jun 21, 2022. As informed, 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

Additionally, since you were able to provide evidence of the issue, we would be able to offer a partial refund of 30% of the impacted nights. That's a further amount of $122.10. And the refund for the nights not spent total of $1,260.84, cleaning fee of $89.

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: 06/28/2022

Complaint: 17457776

I am rejecting this response because:it was not a minor inconvenience. I provided the evidence. It was a huge health watery risk. My husband and I were exposed to BLACK MOLD. Refund us the rest of the money now.

Sincerely,

***********************
Business Response
Date: 06/29/2022
Better Business Bureau Inc.
100 ******** Suite 625
*******, ** 94607
Re: Case # 17457776
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 June 28, 2022. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors.

******
Airbnb

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