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Do you think Airbnb, Inc. is not playing fair? You have rights under the law and we can help you at no cost to you. UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business.


If Airbnb, Inc. violated the law, you may be entitled to money damages and Airbnb, Inc. will pay our fees and costs. You won’t owe us a dime for our services. Plus, some of our clients also receive debt relief and cleaned-up credit reports. You have nothing to lose! Call us today at 312-300-5996 for a free consultation.

What is Airbnb, Inc.?

Airbnb, Inc. first began in 2007 when two hosts rented their home in San Francisco to three guests. Over the years, Airbnb has grown to accommodate 4 million hosts and 800 million guests across the globe. The company is a community lodging and booking business headquartered in San Francisco.

 Airbnb’s BBB file indicated that the company had massive layoffs as of May 7, 2020. Despite this, Airbnb, Inc. claimed active listings in over 220 countries by September 30, 2020. Airbnb, Inc. has not been accredited by the BBB as of April 2021. 

Airbnb, Inc. Address, Phone Number, and Contact Information

Head Quarters
888 Brannan Street
San Francisco, CA 94103 

+1 855-424-7262
Live Customer Support: Mon-Fri Open 24 Hours
Saturday & Sunday Closed 

Unrefunded Down Payments 

Many customers have reported paying down payments for stays that were canceled because of the pandemic. Some of the customers have been refunded only partially while others were not refunded at all and were passed down to and from multiple agents only to be denied their refunds despite canceling up to 60 days before the stay. While others did not have enough time to cancel within the refund period, customers expected that a state of emergency like covid-19 should have warranted a grace period and consideration from Airbnb.

Misleading Property Information

Numerous consumers also reported multiple listings claiming to offer certain amenities which it did not have. Some of these falsely listed amenities were kitchen areas and dishwashers. When guests tried to get in touch with customer service, they were met with unhelpful responses and no room for change in rental, refund, or compensation of any sort. 

Problems with Properties For Rent

Aside from false property advertisements, Airbnb guests also complained of property issues like molds, broken amenities, and unsafe areas. An ongoing crime was reported less than an hour before guests arrived but they had received no refund for the stay and were offered no alternative accommodation free of charge considering the gravity of the 

Unresponsive Hosts

A recurring theme for guest complaints against Airbnb is with their verified hosts. According to reports, guests reaching out to hosts for information like addresses were left unanswered which made the transportation difficult especially while traveling with the strict covid restrictions. Guests also lamented how unhelpful some hosts were after successful bookings. 

Gross Hidden Charges

Aside from failing to refund guests for legitimate reasons, Airbnb also charges exorbitant fees. Customers deplored how some of them have amicable cancellations with property owners only to be surprised with outrageous cancellation fees from Airbnb. This is despite Airbnb acting as a mere middleman with poor customer service and terrible resolutions.

Dismal Property Damage Claim Response 

Both guests and hosts have criticized Airbnb for their screening and claims process. Hosts have shared stories of property damages incurred from renting, and despite detailed proof of damages, hosts were passed around to and from multiple agents with no resolutions. This is despite the advertised Airbnb Host Guarantee, a protection program for hosts with up to $1 million dollars in coverage. 

Poor Customer Service

According to complaints against Cash 1, guests and hosts were tossed around multiple representatives, leaving both irate, with hours of lost time waiting for proper recourse, and ultimately, unresolved problems. Customer service agents were also reportedly dismissive of many complaints, often closing cases without concrete solutions to problems raised by guests and hosts alike. Many of the reports claimed hours of waiting and being on hold with Airbnb’s customer service.

Unfortunately, these complaints are just the beginning for Airbnb, Inc. Between unrefunded down payments, misleading advertisements, exorbitant hidden charges, issues with property listings, unresponsive hosts, and poor customer service, Airbnb, Inc.’s customers are left wondering what options they have regarding their consumer rights. 

We Fix Complaints When Customer Service Won’t

Has Airbnb, Inc. used misleading sales tactics? Have you received poor service? Do you have complaints with billing? Do you want customer service at Airbnb, Inc. to listen?

A lot of Airbnb, Inc. Corporation customers aren’t happy with their service and the Better Business Bureau lists 4,963 customer complaints against the company in the past three years, including complaints for billing and collections practices, problems with a service/product, advertising and sales, among others.  

If your complaints haven’t been heard, we can help. At Agruss Law Firm, LLC we help customers who have been mistreated by big companies–much like Airbnb, Inc.–and we turn your complaints into resolutions!

We’ll not only file your legal demands with Airbnb, Inc., we’ll negotiate with the company. If your claim isn’t resolved through these negotiations, we’ll work through the legal process that is outlined in your Airbnb, Inc. contract, which is typically arbitration. 

Agruss Law Firm, LLC gets results–including zero balances, refunds, and other compensation. 

Here’s How to Make Big Companies Listen

It can be frustrating when you rely on a service and don’t get the results you’ve paid for. Big companies make mistakes every day and not only is it their fault, but it can also cost you money, time, and leave you with big headaches. 

Have you tried calling Airbnb, Inc. to address an issue, only to be told that the representative has no authority to do so? Or maybe you’ve tried talking to someone higher up in the company, only to be ignored, dismissed, or they take too long, continuing to waste your precious time. Maybe you’ve sent an email to the company which only resulted in a prefabricated response or they never follow through with what they’ve promised. 

When you’re limited in your choices for service providers or you’re locked into a contract, what can you do?

Fortunately, you do have options. 

Use Arbitration to Settle Your Complaint

Most companies like Airbnb, Inc. have an arbitration clause in their contracts to prevent being taken to court for traditional litigation. This is actually an advantage for the consumer. When you request an arbitration hearing, an independent third-party (the arbitrator) with knowledge of the type of situation involved will listen to the facts from both sides and make an impartial, binding decision. Airbnb, Inc. will have to do a lot of work and there is no guarantee that they will have a successful outcome. 

Arbitration is Fast, Inexpensive, and Private

Arbitration with Airbnb, Inc. is conducted through the American Arbitration Association (AAA). According to the AAA Consumer Due Process Protocol, arbitration through AAA will comply with their Statement of Principles, which includes:

  • The process is fundamentally fair – All parties are entitled to qualified, competent, impartial arbitrators who will conduct a fair hearing.
  • You get access to all relevant information – This includes reasonable costs, confidentiality, reasonable time limits, and meeting times and/or locations that are agreeable to both parties.
  • Transparency – AAA provides clear arbitration agreements and the ability for each side to hire their own representation.
  • Just process – Arbitration allows the arbitrator to award the same relief as traditional litigation in a binding decision. 
  • Alternative to arbitration – Mediation and the ability to take the case to small claims court should be available in some cases.

Arbitration Gives you Control and Leverage

When Airbnb, Inc. is alerted that you plan to pursue arbitration, they know it will cost them money out of pocket. Not only do they run the risk of losing the case, but they will also pay for their mistake(s) and the arbitration itself. This gives you more leverage with your demands. 

If Airbnb, Inc. doesn’t meet those demands and you have a real complaint, Agruss Law Firm, LLC can help by representing you in arbitration where you will get a fair, just, and transparent hearing.

Control and Leverage Triggers Faster Settlements

Large companies like Airbnb, Inc. don’t like the uncertainty and loss of control that comes with arbitration. Not only do they lose the advantage in the situation, but you’re also on equal footing with them in the eyes of arbitration. 

The first step in taking on Airbnb, Inc. is to formally raise your complaint. The lawyers at Agruss Law Firm, LLC can help you to do so. We will send a letter of demands to the corporate offices of Airbnb, Inc., letting them know that you’re ready to begin arbitration if a satisfactory resolution is not achieved. Typically, this is 30 days, but it will depend on your specific contract with Airbnb, Inc.. 

Approximately 50% of cases will settle before proceeding to an arbitration hearing during this time. However, if Airbnb, Inc. doesn’t offer a reasonable settlement within the appropriate time frame, the next step would be filing a case with AAA. Agruss Law Firm, LLC will not only put together the necessary paperwork for arbitration, but we will also help you take the next steps in the arbitration process. 

UDAAP and Arbitration

UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business. This includes misrepresentation, deception, false advertising, or false promises. These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.

UDAAP laws are regulated by two organizations, the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC). The FTC expanded the initial UDAAP laws in 2004 to include unfair and deceptive acts and practices. Some standards for unfairness, in particular, include if it causes or is likely to cause substantial injury to consumers, the injury is not reasonably avoidable by consumers, and the injury is not outweighed by countervailing benefits to consumers or to competition.

Every state has UDAAP laws, which can vary widely. However, the lawyers at Agruss Law Firm, LLC understand these laws and can use them to get compensation for deceptive practices, representing consumers throughout the country in cases of arbitration at no cost to them. The company will not only pay the consumer, but they will also pay my fees as well. The consumer will never pay me a cent.

If you’re dealing with an issue with Airbnb, Inc., you might try filing a complaint with the BBB or the customer service team with Airbnb, Inc. Unfortunately, these avenues won’t always lead to a successful resolution for you, the customer. Instead, you may want to consider an experienced arbitration lawyer to take on your case. 

Arbitration is a very useful tool for resolving disputes, and Agruss Law Firm, LLC can help. With our expert guidance, we bring the big companies to the table and provide the support needed to get your bills corrected, credit reports fixed, improper fees refunded, and more. Let us pick up the sword for you; you have nothing to lose.

How Do I File a Complaint Against Airbnb, Inc.?

We will use your state’s UDAAP law to file a complaint in Arbitration on your behalf at no cost to you. UDAAP laws include misrepresentation, deception, false advertising, or false promises. Under your state’s UDAAP law, you are likely entitled to money damages for your actual damages.  Plus, the other side will pay our fees and costs.  You will not pay us a penny.  These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.

People, First

We are proud to serve consumers in arbitration cases. We see you as a person, not just a client – and that makes us better at the work we do. We listen. We learn your story. And, as we help you get the money you deserve, we go above and beyond in a way most law firms never could and never would. Because we’re not just lawyers. And you’re not just a client. We’re friends, neighbors, family. We’re all people and here at Agruss Law Firm, we put People, First.

Share Your Complaints Below Against Airbnb, Inc.

We encourage you to post your complaints about Airbnb, Inc. Sharing your complaints against this big company can help other consumers understand what to do when they have problems with this company. Sharing your experience may help someone else!

We are listening

We will respond to you at lightning speed. All of your information will be kept confidential.

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Submitted Comments

2 months ago
Hi Im not based in The USA , but have a property in Indonesia that AIrbnb are erroneously with holding due to a bookeeping error ( Glitch meltdown on their behalf. ) Their is about 20K owed and i seem to be getting nowhere with them for 3 months . I have all documentation and its fairly straight forward. Is there a way we can proceed ? Kind regards Sean Cosgrove
4 months ago
Hi, I feel I have a VERY strong case against AirBnB. Here is the general information: 1. The accommodation was not as presented. There were holes in walls, ceiling, significant past water damage in walls. I have photos. Insects streaming in. My booking was for 50 days - health concern with water damage / mold. No room to park my vehicle on site - not as presented. 2. I raised a dispute resolution November 2nd, with photos. When I elected to do the Dispute Resolution - it specifically said the Airbnb decision was final. My booking was November 1 to December 21st. 3. November 7th AirBnB dispute resolution looked at case and photos and made a ruling - they offered a refund in writing of 30% for every night I stayed there - 8 nights plus 100% refund for nights not stayed there - 42 nights. Refund $2500. On November 8th they verbally confirmed the refund. 4. I accepted the refund in writing, booked another AirBnB and checked out. 5. After I checked into the new Accommodation, Airbnb did not follow through with the refund. 6. I spent 10 days communicating with them, raised it up a level to management. They made a 2nd ruling and refunded me exactly 1/3 $800 of the promised refund. And said their decision was final. Why wasn’t the first decision they made final? The one they made in writing, that I accepted in writing - I relied upon getting $2500 back, when I booked another $3500 Airbnb booking. It was a legal agreement - in my opinion this is unfair practices. They also forced me to spend hours and hours trying to get what they promised in writing. 7. They pushed the $800 refund into my PayPal account. I wrote them and told them I do not accept the $800 as the refund and I will be pursuing arbitration. They said arbitration was not available to me. I have dozens of emails, the horrendous photos and a copy of their offer in writing. Please contact me at the phone number in Mexico or email. Thank you