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Airbnb changes website after complaint over cost estimate

Airbnb has changed details on its website following a complaint to the Advertising Standards Authority.


The short-let platform’s website, seen on December 16 last year, provided cost estimates for its registered properties which included the cost per night and any additional cleaning and/or service fees.



However a complainant believed the service fee shown to registered users was higher than that shown to those who were not signed into an account; the complainant contacted the ASA to challenge whether the ad was misleading.

Airbnb told the authority that it would make changes to its home page to prominently state that additional fees may apply, and to clarify VAT charging.

“We considered the advertiser's response would require no further action and we agreed to close the case informally” says a statement from the ASA.


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