ComplaintsforAirbnb, Inc.
Additional Complaint Information
BBB’s profile for Airbnb, Inc., was created April 2011. Complaints state consumers have difficulty receiving refunds after cancelling a rental. Complaints also state when arriving to a rental, the rental is a misrepresentation of the listing. Consumers also complain about the cleanliness of the rentals.
A letter was sent to the company requesting they address the above issues as to provide the steps which a consumer must take if the host does not initiate a refund. BBB also asked the company if a rental is not as described as listed or is unsanitary, what steps a consumer must take to report, what proof the consumer must submit, how long for the consumer to receive a refund, and who would be responsible for the refund.
The company responded with the following:
If a guest would like to request a refund, outside of the
terms and outside of the Guest Refund Policy, they can open a Resolutions
Center case. https://www.airbnb.com/help/article/767/what-is-the-resolution-center
If a reservation is canceled for any reason, by host or
Airbnb, the user is refunded in full. The guest is also provided a rebooking
coupon of 10% of the value spent to use on a future stay, or a rebooking. The
guest can contact Customer Support for help or go to the site and find a new
listing.
If the guest cancels the reservation, they are held to the Cancelation
Policy in place on the reservation, and is protected
by our Guest Refund
Policy.
Our Guest Refund
Policy covers guests who experience a travel
issue that prevents them from being able to complete a trip with
Airbnb. Airbnb will either provide the guest with a refund or use
reasonable efforts to find and book another comparable accommodation for any
unused nights left on the reservation. The amount of any refund will depend on
the nature of the travel issue.
Here is a link to our Cancelling policies: https://www.airbnb.com/home/cancellation_policies
Here is a
link to our Guest Refund Policy:
https://www.airbnb.com/help/article/544/what-is-airbnbs-guest-refund-policy-for-homes
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/30/2021
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I booked through Airbnb for my daughter's 11th birthday. From start to finish there were a number of issues.1. The address that is listed on the site is inaccurate, so I had to contact the host for the accurate address 2. The host provided me with the inaccurate code, so I had to sit outside in the cold with my child an additional 20 minutes.3. ELECTRICAL ISSUES WITH THE HOME. When preparing the food for the children, 1/2 of the home lost power. This happened well over 7 times. This also affected the fridge and stove. When I spoke with the host, she said that she would send someone out and no one came to fix it. Which means that she was aware. (HAZARD)4. I was almost electrocuted since the host instructed me to flip a switch.5. I paid an additional $35 for heated pool but it never heated up for the kids 6. The TVs were not working properly and I had to figure this out as well 7. The house was not cleaned properly, hair in my bed with a press on. I have a Pixie Cut and do not wear press ons. 8. No Cooking utensils so I had to buy most of them 9. Screendoor outside was broken, so if you left out the pool area, you were unable to get back in. 10. Coffee Machine did not work 11. The host was supposed to send an electrician and never did ************ has been despicable in their responses. Only templated responses and no comprehension at all. I contacted the host the date of check out and requested a refund. She lied and said that I never contacted her or made her aware of the issues. ANOTHER LIE! The business has refused to provide me a refund for my experience. I will NEVER travel with Airbnb again! Every time I ask a question, it is always a templated response about policy, but then I ask, would you rather me be electrocuted and then *** your company? Instead of trying to resolve the issue, they ignore your request. I was offered a voucher which was not even 25% of what was spent and enough to repair emotional distress that I have endured! DISGUSTING!Business response
12/01/2021
Better Business Bureau Inc.
**********************
***********************
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. In line with our Guest Refund Policy, for your case to qualify we wouldve needed you to contact us about your problem within 24 hours of check-in. And the case was reported to us after check-out. Please refer to our direct correspondence on Nov 22, 2021.
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 response
12/01/2021
Complaint: 16192283
I am rejecting this response because: I provided over 50 screenshots showing you that I did in fact report to my host during the stay. For Gods sake, the house has bad electrical issues. The host was aware of it and still listed on your site. As per usual no legit response from your company only a templated response. Disgusting how AirBNB is upholding the madness that I have experienced. Perhaps me trying to communicate with your company was a mistake and I shouldve just spoken with my attorney without awarding you an opportunity to correct the issue. AIRBNB AND THE HOST are a disgrace to the travel industry. **************** is horrendous and I will be informing everyone that I know of the same. A million dollar company that treats customer like gum on a shoe. I DID REPORT MY CONCERNS, THE HOST LISTED A HAZARD AND NOW AIRBNB SAYS OH WELL, BUT WE WILL TAKE YOUR MONEY. DESPICABLE. I will be emailing the *** my formal complaint from my attorney tomorrow morning!
Sincerely,
Diamond ********Business response
12/02/2021
Better Business Bureau Inc.
**********************
***********************
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. In line with our Guest Refund Policy, for your case to qualify we wouldve needed you to contact us about your problem within 24 hours of check-in. And the case was reported to us after check-out. Please refer to our direct correspondence on Nov 22, 2021.
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,
*****
AirbnbCustomer response
12/02/2021
Complaint: 16192283
I am rejecting this response because: The issue is NOT resolved!!!! No comparable resolution was offered, seems you all are missing the bigger picture of placing innocent lives at stake then hiding behind a CRAPPY POLICY that can be overridden by leadership. My attorney will be in touch with your business as well as your host very shortly.
Sincerely,
Diamond ********
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Customer Complaints Summary
14 total complaints in the last 3 years.
0 complaints closed in the last 12 months.