ComplaintsforAirbnb, Inc.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I stayed in an Airbnb in ****, *********** from Oct *****, 2024 code HMCYYZ5EE2; I encountered the following problems and would like a $150 discount off the amount paid for the inconvenience, misinformation, problems, discomfort, pain and suffering endured from the false advertisement.The problems endured:- upon arrival the security at the front of the building requested an authorization form (which we were not given) and we were made to wait in the lobby for one hour, while the owner attended to the matter - the building receptionist told me "airbnbs are not allowed in this building"- shower not working for 10 days I messaged the Airbnb property owner and company about the broken shower and troubles, but neither did anything but ignore us. I have stayed in Airbnbs around the world (******, ***********, **********) for years and am an excellent customer. When I stayed in an ********************** in ****************** for 10 months Confirmation code HM482EANYM the home owner failed to keep the pool deck dry and free from slippery mold. When I walked out to my car, I slipped, fell, injured my knee and had to pay a $35 deductible with my medical bill at ******. I therefore would like a $150 refund for the problems with my recent stay in ********* and $35 refund for my ****** co-pay I personally paid, which the Airbnb owner in *********, ** ***** never refunded me saying Airbnb would do so.I am happy to launch a CLASS ACTION lawsuit against Airbnb to involve other disgruntled and defrauded customers if necessary, as a loyal customer who spends tens of thousands of dollars with the company. Attorney Generals and the **** FTC should be informed about these fraudulent business practices.Airbnb's "support" is AI bot driven, no real support and our messages afterward are blacked out to be ignored and not documented. Thus Airbnb defrauds people to ensure profit and prevent refunds.**** F ***** - world travel writer WORLD TRAVEL ~ ************************************

  Business response

  11/13/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #********

  The complainant is currently working with our specialized customer support teams that handle these types of matters as of 13th November 2024. 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 response

  11/13/2024

   
  Complaint: 22548880
  
  I am rejecting this response because the REFUND of $185 is still not in my bank account. I will continue to REJECT all responses until the MONEY is in my bank account.

  ********************** bots (AI driven) ask generic questions with preformatted boxed answers (structured to direct desirable replies in the financial interest of the company not the defrauded consumer and traveling guest staying at their properties).

  The assertion I am working with their agents is a lie, as no such assistance has been provided. 

  Airbnb must refund me immediately. Otherwise all attorneys reading this case are welcome to reach out to me at ************************* to represent me and others like me in a CLASS ACTION against Airbnb for CONSUMER FRAUD and misrepresentation of their properties. Thankfully most Airbnb properties are great, but when some are not, Airbnb must stand by their advertisements and compensate consumers when they are defrauded.

  Respectfully, 

  **** F. *****

  *************************

  Business response

  11/14/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 14, 2024]. 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 response

  11/14/2024

   
  Complaint: 22548880
  
  I am rejecting this response because I still have not been reimbursed the $185 requested and am also herewith attaching new documents as evidence of Airbnb ignoring me in 2023, when I stayed at its property for 10 months in *********, ** and it rained heavily for an entire week and I slipped and fell on a wet pool deck whereby I entered and exited the home daily to access my vehicle parked on the property.
  
  Sincerely,
  
  **** *****

  Customer response

  11/14/2024

  Please see the attached

  Business response

  11/16/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 22548880
  
  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 (November 15, 2024). Below was the final decision email sent to the user:
  
  {Hey ****,
  
  Hope you are doing good. We tried contacting you on your registered phone number, but there was no response.
  
  We apologize for the inconvenience caused. This is not the experience we want our Guests to have, and I'll definitely make sure that this kind of experience is not repeated for your future reservations.
  
  I've checked with my resources and have processed a refund of $100 back to your original payment method, that is your **** card ending with 6160 from Airbnb's end.
  
  Refund has been initiated from us, and it will be instant from Airbnb, but there is a possibility of delay in you receiving the refund as it also depends on different banks and the maximum time frame is 15 business days.
  
  Please find the **** center article to know more about the refund timeline.
  
  ******************************************************************************
  
  Let me know if I would be of any other help in regard to this issue as we are happy to assist you further if there is anything.
  
  Thanks for being a wonderful Guest in our community.
  
  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 response

  11/18/2024

   
  Complaint: 22548880

  Thank you Airbnb for the $100 for the ********* apartment we stayed in with a broken shower. However, given ******************, *** home I stayed in for 10 months (costing me approximately $2,000 a month with Airbnb) had a wet pool deck with mold when raining the first 10 days of January 2023 on which I slipped and fell, after which I incurred a $35 co-pay from my insurance company; i think a $35 refund for my co-pay is a small ask.

  I am willing to go down from $150 to $100 on the ********* Airbnb partial refund for the broken shower (this year), but the $35 for a 10 month stay at the ****************** home is a small ask, I am unwilling to yield on.

  Once the $135 has been refunded me and returned to my **************** debit card (bank account) I can close this case / complaint. I am happy to see we are making progress with the $100 refund, for which I am grateful and hopeful.

  I will reject the response from Airbnb for now and am hopeful once the $135 is refunded me (only $35 more) we can close this case / complaint in good order. 

  Sincere thanks.

  **** F *****

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint Regarding Safety Breach, Unfulfilled Refund, and ********************* During my recent ********************** stay in ******** (Reservation HMBE45FXDA), I experienced a serious safety breach when someone attempted to break into my unit at 3 a.m., leaving me feeling unsafe and vulnerable. As I live with PTSD, this incident had a profound effect on my mental health. I reported the incident to Airbnb immediately, providing police documentation and detailed communication logs. Despite multiple assurances from Airbnb representativesover 10 in totalthat my case would be escalated and a refund issued promptly, I have yet to receive the $1,170.38 refund promised. Instead, I was repeatedly transferred between teams, with each representative passing my case on without resolution, leading to frustration and distress.This incident violates Airbnbs policies regarding guest safety and fair treatment. By failing to issue the refund and allowing the listing to remain active despite safety risks, Airbnb has demonstrated a lack of accountability and concern for guest welfare.I am seeking a resolution that includes:1. Immediate confirmation and issuance of my refund of $1,170.38.2. Assurance that appropriate safety measures are taken with this listing to prevent future issues for other guests.This situation has caused significant emotional and financial distress. I am filing this complaint through the BBB in hopes of a prompt and satisfactory response, as direct communication with Airbnb has failed to resolve the matter.Thank you for your attention to this serious issue.***** ****

  Business response

  11/13/2024

  Better Business Bureau Inc.
  **************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 13, 2024]. 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 response

  11/13/2024

  Update on Airbnb Complaint Case of Safety and Refund Issues (Reservation HMBE45FXDA)

  
  

  To the Better Business Bureau,

  
  

  I am writing to provide an update on my recent complaint against Airbnb regarding a safety incident and prolonged refund delays for Reservation HMBE45FXDA. After several weeks of persistent follow-up, Airbnb has confirmed the following actions:

  
  

  1. Refund Issued: Airbnb has processed a refund of CA$1,170.39 for my original reservation and an additional CA$416.93 for a secondary reservation impacted by the situation.

  
  

  
  

  2. Host Listing Deactivated: Airbnb has also deactivated the hosts listing, pending further investigation into the safety concerns I reported. This action is intended to prevent future guests from facing similar issues until the matter is thoroughly reviewed.

  
  

  
  

  
  

  While I am appreciative of these steps, this resolution only came after extensive effort and numerous communications on my part, including contacting your organization for support. The delays and handoffs I encountered during the process exposed gaps in Airbnbs support protocols, especially for cases involving urgent safety issues.

  
  

  Thank you for your assistance in this matter. I am hopeful that Airbnb will improve its internal handling of such incidents to ensure timely, appropriate responses to serious guest concerns.

  
  

  Sincerely,

  ***** ****

  
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an Airbnb reservation in ******************** for September 26 through September 30 for my daughters wedding. Without much warning Hurricane ****** devastated the area overnight of the 26th. At three in the morning we no longer had water or electricity. I had my 91-year-old mother and my special-needs son with me without any means of using toilets or washing our hands we were forced to leave since the conditions were definitely health and safety concerns. There was no access to cell phones or land lines. We left the premises after spending less than 12 hours. I contacted the Airbnb host and Airbnb directly as soon as we were able to get out of the vicinity and get some cell phone service which happened to be on Sunday the 29th we stayed with friends until the roads were accessible for us to get out of the area. Airbnb has a policy in place called the major disruptive event policy. That policy should have covered us for a full refund of $1173.35. They refunded us $769. The correspondence Ive had with Airbnb they have repeatedly stated that we didnt notify them even though I have repeated myself over and over again that we had no cell phone service. Any assistance you could provide with getting Airbnb to stand by their policy and refund me the remaining amount. Please feel free to contact me at the above cell phone number with any additional questions.

  Business response

  11/12/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 12, 2024]. 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 response

  11/12/2024

   
  Complaint: 22542025
  
  I am rejecting this response because:
  Airbnb said they are continuing to investigate on their end, so they really have not provided a resolution at this time
  Sincerely,
  
  ******** *******

  Business response

  11/13/2024

  **********************
  *******, *******; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 12, 2024]. 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

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint about Airbnb's handling of my damage claim (CLSF-03639695) from a guest's stay at my property from Oct. 26 to 28, 2024. Despite providing thorough documentation, including a third-party witness report confirming the propertys condition before the guest's arrival, Airbnb denied my claim due to an unreasonable requirement for pre-check-in photos of the damaged area.Incident and Claim Details:After the guests departure, we found a hole in the flooring between the door and living rooma high-traffic area regularly inspected. The hole is a tripping hazard for guests. I submitted post-checkout photos and a third-party report verifying the area was undamaged before the guests stay. However, Airbnb denied the claim due to the lack of pre-check-in photos of the damaged area. This expectation is impractical, as it assumes hosts can predict where damage will occur, forcing them to photograph every area of the floor before each check-in. Even the Airbnb agent handling the case acknowledged that this requirement is operationally infeasible.Communication and Lack of Clarity:After receiving the denial, I repeatedly asked for clarification on the steps I may have missed, but received only dismissive responses. On Nov. 9, 24, Airbnb stated, The item you are requesting is not eligible under host damage protection terms and conditions. Later that day, I asked for specifics, noting the impracticality of photographing every area, and Airbnb replied, After extensive deliberation, we have decided to disengage from further correspondence. My final request for clarification on Nov. 10, 24, went unanswered.Resolution Sought I request that Airbnb re-evaluate my claim, considering the third-party witness report and the $435 repair cost. I also urge Airbnb to provide clear, practically feasible guidelines. I request the BBBs assistance in resolving this matter and ensuring Airbnb provides clear, reasonable guidelines for hosts moving forward.

  Business response

  11/12/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #  22540735
  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 response

  11/12/2024

   
  Complaint: 22540735
  
  I am rejecting this response because:

  i understand theres been difficulty locating the profile or reservation with the information provided in the complaint. To help with the review, here is the requested information:
  Email Address: ***********************************************
  Phone Number: ************
  Reservation Code: HMJRAHTEZ2
  I have also attached the acknowledgment email for my claim from Airbnb for your reference.
  
  
  
  Sincerely,
  
  **** *****

  Business response

  11/13/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 22535348
  
  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 (November 10, 2024). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Ive tried calling you on ************ but was unable to reach you. I understand where you are coming from, and I am terribly sorry, I acknowledged this limitation to be the reason you might not be happy. Furthermore, I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.
  
  As per cancellation policy, it's 50% per night not the 50% of what you paid. Initially the whole reservation amount is $1,740.31, and you only paid 50% for $870.16 upfront. The new total reservation amount after the cancellation is $784.75, which includes the 50% of the nightly plus the service fee.
  
  Amount you only paid - $870.16 subtracted to
  New reservation's total amount - $784.75
  Remaining is $85.41 which is your total refund, and the remaining 50% simply wont be charged.
  
  Kindly check the article below for you to get a better understanding about the payment plan cancellation:
  
  ****************************************************************************
  
  I do understand that this isn't the resolution that you expected as we don't have an option to override the system and I dont want you to feel that your feedback will be falling on deaf ears so I highly encourage you to please submit it directly through *********************************************************************.
  
  We always value users who are keen to give us their feedback, and we're always working to improve our service. Even when unable to accommodate all requests, Airbnb truly values user feedback your voice is both powerful and essential.
  
  Since there are no further actions needed on your account, Im going to move forward with closing this case. If you have other concerns, please create a new case and do not hesitate to reach us at:
  
  ********************************************************************************* you may check this *********** article link:
  
  ********************************************************
  
  Thanks for being the best part of Airbnb. No reply is necessary, just wanted to keep you in the loop. Keep safe, *******.}
  
  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 response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a Airbnb Superhost. I have been waiting more than 25 days now for a payout from a guest that has a 3 month stay. My house is not paid for, Im late on bills, and for 25 days Airbnb have told me 24hrs Id be paid each day I call. Im in jeopardy of losing my house due to the lateness of pay. Host ******** ******.

  Business response

  11/11/2024

  Better Business Bureau Inc.
  **************************************************************************; 94607
  Re: Case #  22537227
  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
  
  

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an airbnb for a stay in ************** area on the ********** from dec 20-dec 24. I paid what they asked $****** which was half the reservation, the other ****** was due on Oct 15th. My husband passed away 9/13. I'm not longer going on the trip and canceled my reservation. Original cancelation policy is to be refunded 50% of every night if you cancel before Oct 21st. I received $85.41. The cancelation policy is very deceiving! The explanation doesn't make sense. The owner also contacted me to let me know if he re rented his unit he would refund my other 50% of the ******. He has re rented. So, he is getting paid double for his unit. I believe this is very unfair.

  Business response

  11/10/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 22536578 

  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 November 10, 2024. We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  
  Airbnb
  

  
  

  Customer response

  11/10/2024

   
  Complaint: 22536578
  
  I am rejecting this response because: you are not abiding by the cancelation policy. How do you just keep my money when I canceled way before I was supposed to. My husband died, which is why I canceled and am not going on the trip. The host re rented, so he was able to keep my money and re rent to someone else. Meaning he got paid twice. This is terrible business practices. 
  
  Sincerely,
  
  ******* ******

  Business response

  11/13/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case # 22536578
  
  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 (November 10, 2024). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Ive tried calling you on ************ but was unable to reach you. I understand where you are coming from, and I am terribly sorry, I acknowledged this limitation to be the reason you might not be happy. Furthermore, I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.
  
  As per cancellation policy, it's 50% per night not the 50% of what you paid. Initially the whole reservation amount is $1,740.31, and you only paid 50% for $870.16 upfront. The new total reservation amount after the cancellation is $784.75, which includes the 50% of the nightly plus the service fee.
  
  Amount you only paid - $870.16 subtracted to
  New reservation's total amount - $784.75
  Remaining is $85.41 which is your total refund, and the remaining 50% simply wont be charged.
  
  Kindly check the article below for you to get a better understanding about the payment plan cancellation:
  
  ****************************************************************************
  
  I do understand that this isn't the resolution that you expected as we don't have an option to override the system and I dont want you to feel that your feedback will be falling on deaf ears so I highly encourage you to please submit it directly through *********************************************************************.
  
  We always value users who are keen to give us their feedback, and we're always working to improve our service. Even when unable to accommodate all requests, Airbnb truly values user feedback your voice is both powerful and essential.
  
  Since there are no further actions needed on your account, Im going to move forward with closing this case. If you have other concerns, please create a new case and do not hesitate to reach us at:
  
  ********************************************************************************* you may check this *********** article link:
  
  ********************************************************
  
  Thanks for being the best part of Airbnb. No reply is necessary, just wanted to keep you in the loop. Keep safe, *******.}
  
  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 response

  11/13/2024

   
  Complaint: 22536578
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in contact with ******* about an open case where they are saying the pictures I sent in with dirt and hair in the bath tub. Streaks of soap residue. Stains and hair on the bedsheets. And a leaking air conditioner forming puddles in kitchen tiles cause a hazard to my children is not enough evidence to prove the host of the condo was violating any of their policies. I asked for my money back on my reservation as I packed and left the next morning. A mere **************************************************** 2 nights worth which came out to $500 with a cleaning fee for a place that wasnt even clean to begin with. I have been waiting a week for someone to fix my problem but it seems like their customer service representatives change every day. They all have told me something different over the last week, promising me to change the amount to be refunded to me. But the problem is I never speak to the same person. Well after a week now they are saying they are not going to refund me anything eventhough I didnt use the condo for more than 12 hours. They are trying to steal $1800 for a service they never provided. Their customer service is horrible. They have no idea what is happening I my case every time I speak to them and their communication is horrible. I just want my money back for a service they didnt provide because the host couldnt manage his property correctly.

  Business response

  11/10/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #********

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [Nov 09, 2024]. 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 response

  11/10/2024

   
  Complaint: 22535348
  
  I am rejecting this response because:
  My case was closed as of yesterday and the support team said there is nothing else they could do for me. Please look at attached picture for reference. I have asked to speak to management on numerous occasions and I was sent a notice yesterday that they closed my case. 
  

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

  Business response

  11/13/2024

  Better Business Bureau Inc.
  **********************
  *******, CA 94607
  Re: Case # ********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (November 10, 2024). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Ive tried calling you on ************ but was unable to reach you. I understand where you are coming from, and I am terribly sorry, I acknowledged this limitation to be the reason you might not be happy. Furthermore, I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.
  
  As per cancellation policy, it's 50% per night not the 50% of what you paid. Initially the whole reservation amount is $1,740.31, and you only paid 50% for $870.16 upfront. The new total reservation amount after the cancellation is $784.75, which includes the 50% of the nightly plus the service fee.
  
  Amount you only paid - $870.16 subtracted to
  New reservation's total amount - $784.75
  Remaining is $85.41 which is your total refund, and the remaining 50% simply wont be charged.
  
  Kindly check the article below for you to get a better understanding about the payment plan cancellation:
  
  ****************************************************************************
  
  I do understand that this isn't the resolution that you expected as we don't have an option to override the system and I dont want you to feel that your feedback will be falling on deaf ears so I highly encourage you to please submit it directly through *********************************************************************.
  
  We always value users who are keen to give us their feedback, and we're always working to improve our service. Even when unable to accommodate all requests, Airbnb truly values user feedback your voice is both powerful and essential.
  
  Since there are no further actions needed on your account, Im going to move forward with closing this case. If you have other concerns, please create a new case and do not hesitate to reach us at:
  
  ************************************************************************* or you may check this *********** article link:
  
  ********************************************************
  
  Thanks for being the best part of Airbnb. No reply is necessary, just wanted to keep you in the loop. Keep safe, *******.}
  
  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 response

  11/13/2024

   
  Complaint: 22535348
  
  I am rejecting this response because:

  My name is not ******* and thats not even my case. I am going to go through my bank and ask for my money back through them since you guys did not supply the service and can not even get my case right. Your customer service is horrendous and I thought reaching out to corporate would be better and easier to get my case straight but now I see that is not the case. I paid $1800 for a service your company did not provide and I refuse to be robbed of my money. You can deal with my bank and hopefully you can fix your customer service and support staff keeping track and seeing through a case so that this headache doesnt happen to future customers. Because this will be the last time I use air bnb. I use it 4-5x a year and have never had a problem like this until now. I would rather take my money elsewhere.   

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

  Business response

  11/14/2024

  Better Business Bureau Inc.
  **********************
  *******, CA 94607
  Re: Case # ********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (November 10, 2024). Below was the final decision email sent to the user:
  
  {Hello *******,
  
  Ive tried calling you on ************ but was unable to reach you. I understand where you are coming from, and I am terribly sorry, I acknowledged this limitation to be the reason you might not be happy. Furthermore, I understand that it's a bit disheartening at this point, however, we are bound to abide by certain regulations.
  
  As per cancellation policy, it's 50% per night not the 50% of what you paid. Initially the whole reservation amount is $1,740.31, and you only paid 50% for $870.16 upfront. The new total reservation amount after the cancellation is $784.75, which includes the 50% of the nightly plus the service fee.
  
  Amount you only paid - $870.16 subtracted to
  New reservation's total amount - $784.75
  Remaining is $85.41 which is your total refund, and the remaining 50% simply wont be charged.
  
  Kindly check the article below for you to get a better understanding about the payment plan cancellation:
  
  ****************************************************************************
  
  I do understand that this isn't the resolution that you expected as we don't have an option to override the system and I dont want you to feel that your feedback will be falling on deaf ears so I highly encourage you to please submit it directly through *********************************************************************.
  
  We always value users who are keen to give us their feedback, and we're always working to improve our service. Even when unable to accommodate all requests, Airbnb truly values user feedback your voice is both powerful and essential.
  
  Since there are no further actions needed on your account, Im going to move forward with closing this case. If you have other concerns, please create a new case and do not hesitate to reach us at:
  
  ************************************************************************* or you may check this *********** article link:
  
  ********************************************************
  
  Thanks for being the best part of Airbnb. No reply is necessary, just wanted to keep you in the loop. Keep safe, *******.}
  
  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 response

  11/14/2024

   
  Complaint: 22535348
  
  I am rejecting this response because: AGAIN that id not my case. My name is not ******* and that is not my phone number. You are distributing other customers private information because you cant keep track of our cases. I have been declined a refund because you claim I didnt report within 72 hours but I have proof that I sent in a message within an hour of checking in and then this morning was asked to wait again for another response. I am tired of waiting. I need my money refunded now!! 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at an Airbnb in ****** from 9/29/24 to 10/4/24. Upon completion of my stay, I received a five star review from the host stating:****** was a great guest! I'd be glad to host ****** again anytime. ****** took great care of my place, left it clean and tidy, and was a pleasure to speak with. Highly recommended!A couple weeks later I then received a request for $100 CAD because the host stated the housekeeper found chocolate on a duvet cover that they could not clean and wanted to replace it. I denied the request and explained that we did not even have chocolate in the house so that would not have been from us. Also, we dont eat in the bed. The host did not provide any photographs or documentation of the damage other than a text message between the housekeeper and the host. Airbnb then forced me to pay for the damage, even though I explained that it was not caused by us. They requested documentation from me, even though they didnt have proof from the host that there was actual damage. I could not provide documentation of damage we did not do. I cant go back to ****** and take pictures of the Airbnb. Even without evidence, they decided to force me to pay for this claim of damage to a duvet and set up an automatic payment for 11/7/24.I canceled my credit card to avoid getting charged for something I did not do. Ive attempted to contact customer support at ********************** numerous times over the last three weeks, but the representative say they are unable to assist me because it is assigned to their specialized support team. I was contacted numerous times by ********* K, who was very unprofessional and rude in her emails. There were numerous times they stated they would call me and I would receive a call, but when I would answer, it would automatically hang up. I feel like the customer support play games and Will not be reasonable to provide a resolution. I have received over 50 emails in the last few weeks From Airbnb with no content. Dispute still ongoing

  Business response

  11/09/2024

  Better Business Bureau Inc.
  ******************************************************************************; 94607
  Re: Case #******** 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on Nov 9th. Below was the final decision email sent to the user:
  
  {Hi ******,
  
  This is ******, the Senior Case Manager with Airbnb. I hope this message finds you well.
  
  First and foremost, let me personally thank you for being such a considerate and wonderful Guest with us.
  
  As per our telephonic conversation, you mentioned that the Host is charging you $100 for an alleged stain on a duvet cover.
  
  Apologies! I am really sorry for the inconvenience that has been caused to you.
  
  You attempted to remove your credit card from your account but were unable to do so due to an error message stating that the card is connected to a reservation.
  
  You also mentioned that you have been in contact with multiple Airbnb representatives over the past three weeks, but have not received a satisfactory resolution.
  
  You said you want to delete your credit card and I mentioned that I am not authorized to this because of security reasons.
  
  Do not worry I have mentioned each and everything in the notes and also mentioned that your case is being taken care on the priority basis so that you get the resolution as soon as possible.
  
  I'm going to forward your case to a member of our team who's in a better position to resolve this for you.
  
  I understand that this may have caused some inconvenience to you ******, so we're grateful for your patience.
  
  Stay Safe and Take Care!
  
  Best Regards,
  Senior Case Manager}
  
  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.
  

  Customer response

  11/09/2024

   
  Complaint: 22531168
  
  I am rejecting this response because:

  There is no resolution in their response, as usual. Ive received over 50 emails from Airbnb and they say they are forwarding the case to a specialized team that will assist, but I havent had an actual resolution. Multiple customer service agents have advised that there are no photographs or evidence, and the charge should not be withheld, but they do not have the power to remove it. The specialized team must do that, but they will not speak with me and continue to send me emails without content. 

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

  Business response

  11/13/2024

  **********************
  *******, *******; 94607
  Re: Case # 22531168
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 12, 2024]. 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

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7/23-7/26 we were to stay at an Airbnb in **********,**. My daughter had ACL surgery so decided we could not do the activities we had planned. We got the surgeons note as requested, along with having bought the insurance. With both provided, we have not received any money back. The whole point of buying the insurance was for this purpose.

  Business response

  11/09/2024

  Airbnb
  Better Business Bureau Inc.
  ****************************************
  ****************; 94607
  Re: Case #********

  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (7 Nov 2024). Below was the final decision email sent to the user:
  
  {I tried my best to reach out to the Host and explain the situation to them however as the Host has denied the request due to which we do not have an option to provide you a Partial refund at this time.
  
  I understand this is not a resolution that you expected however any kind of Refund is at Host discretion, we at Airbnb, we are just a Mediator between the Host and Guest. We can not force our decision on either party.
  
  We only mediate and request between both the parties to come to a common ground.
  
  At this time, we are bound by the Policies and would not be able to issue a refund, and we have to respect the Host decision.
  
  Please feel free to reach out to us if you have any further questions, we are here to assist you!
  
  Regards,
  Team Airbnb}
  
  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.
  

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Airbnb delaying or prolonging our complain about the guest who left our house smelling marijuana. Airbnb should use air cover insurance to cover the professional cleaning company expenses for $16,000. Air covers up to $3 million.

  Business response

  11/08/2024

  Better Business Bureau Inc.
  ****************************************
  *******, *******; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 8, 2024]. 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 response

  11/10/2024

   
  Complaint: 22527527
  
  I am rejecting this response because:
  It has been 3 weeks with no action. They just keep informing you they are investigating & using different terms that handle now by claims support ambassador & now claims manager.
  Sincerely,
  
  **** *******

  Business response

  11/13/2024

  Better Business Bureau Inc.
  *********************************************************************************
  
  Re: Case #********
  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [November 13, 2024]. 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
  
  

*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. ↩