Airbnb, Inc.

Complaint: ***I am rejecting this response because after speaking with Airbnb and being reassured that something was going to get done about the filthy state of the apartment, the dangerous broken outlets, where the air conditioner was plugged intoThe mold in the sinks and bathtub/shower, nothing was done about this - it was disgusting. I'm attaching my cell phone bill that shows that I was on the phone with them for minutes talking to them about the apartment and what needed to be done. He was making a list. I was gone all day for days at a conference, I DID NOT have time to sit on the phone with Airbnb when I paid thousands of dollars to be at the conference NOT to be talking with an Airbnb rep. The $refund is insulting and absolutely NOT acceptableI have cc'd my legal team to take this furtherAirbnb should not get away with this just because they are so big. Sincerely,*** ***

Complaint: ***I am rejecting this response because: no-one has bothered to contact meSincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey paid me my money for my workThank you.Sincerely, *** ***

August 18, 2017 Revdex.com Inc.*** *** *** ***
*** ** ***Re: Case # *** We have reviewed the facts related to the case number and considered the proposed resolution. In accordance with our privacy policy, I reached out directly to the complainant today to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.Sincerely,***Airbnb

Complaint: ***I am rejecting this response because:
This point has been stated MANY times: Airbnb or some unexplained reason cancelled my reservation without my knowledge/consent as well as the host, yet kept all my money ($690.34) despite a written email that they would refund me in full. The bank has been contacted since this never happenedIf Airbnb refunds me the money as plainly stated, then this issue ill be resolvedOtherwise, they continue not to cooperate and to steal from me It is that simple. hy has the company reused to understand this and assist?Sincerely,*** ***

Revdex.com Inc
*** *** *** ***
Oakland, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our privacy policy, I reached out directly to the complainant
today to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
Sincerely,
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number
In accordance with our privacy policy, an Airbnb representative has been in contact with the complainant directly to
address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
***
Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt disappointed me that I had to go to the Revdex.com just to have a simple review posted. This was my first time with using AirBnB. I do hope that AirBnB improves their processes.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms***
Cordial greetings
We have reviewed the facts
related to the case number XXXXXXXX and considered the proposed resolution
In accordance with our privacy policy, I have followed up directly with the complainant to address their concerns via the email on file
We regret any inconvenience that this process may have caused the complainant and we wish her he best in all her endeavors
Sincerely,
***
Airbnb

August 4,
Revdex.com Inc
*** *** *** ***
Oakland, CA
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our
privacy policy, I reached out directly to the complainant today to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
Sincerely,
***
Airbnb

Unfortunately, pursuant to our privacy policy, we are unable to assist the complainant further; however we have reached out to the account-holderWe wish the complainant the best in his future endeavorsSincerely, *** Airbnb

Dear *** ***
Cordial greetings
We have reviewed the facts related to the case number *** and considered the proposed resolution
In accordance with our privacy policy, an Airbnb representative is reaching out to the complainant to address her concerns.
We regret any
inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
*** **
Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** **

Initial Business Response /* (1000, 7, 2015/12/23) */
December 23rd,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms***,
Cordial greetings
We have reviewed the facts
related to the case number XXXXXXXX and considered the proposed resolution
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concerns
We regret any inconvenience that this process may have caused the complainant and we wish him/her the best in all her endeavors
Sincerely,
***
Airbnb
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 10, 2016/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The gentleman*** promptly disbursed the Host Guaranty claim payment .However we did submitt a claim for the Security deposit which was a separate claim for additional ,guests which we have a fee not paid, added cleaning ,smoking and excess outside cleanup of vomit,cigarettes and garbageThe amount was $
Final Consumer Response /* (3000, 15, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Air BNB has a specific line in which host can require guest to hold a security depositThis retained fee is for host to insure they are covered for items not provided in the host garranty Every home owner has this right and can enter no amount or as in my case $This is for items for a breech of lease rules in which a claim to the host garranty will not apply
If a guest should cause physical damage the HG applies , however if staff should have to bring in extra cleaners from a violation of lease(house rules) which is listed on site and printed with itinerary this security deposit applies Also we had listed smoking rules , extra persons, both admitted and evidenced by pictures a amount for which is well definedAdditionally moving furniture which if adhered to would have not caused the damage and administrative fees to now line up contractors etcto delicate oversee and disburse payments to subcontractor all of which we are afforded a fee
Below is a exact policy of AIR BNB also a desision in which the firm in a prior decision paid for the same issues and released the security deposit under a separate claim with Revdex.com
To go further Air BNB for the security acts as a intermediary and in thier policy clearly states suchAlso as I have positioned this as two separate claims from the original submission I understood this is not a covered loss under HG and falls within my rights to claim under my security agreement with the guest only as stated in the terms Please view below the extracted verbiage from thier site and the past disposition of a Revdex.com claim in which the security deposit was released as involving the same breech of my posted lease to guest before they enter into the agreementThe was executed a offer,acceptance,and consideration and to that we make this claim
If you are a Host, you understand and agree that Airbnb does not act as an insurer or as your contracting agentIf a Guest requests a booking of your Accommodation and stays at your Accommodation, any agreement you enter into with such Guest is between you and the Guest and Airbnb is not a party to itNotwithstanding the foregoing, Airbnb Payments serves as the limited authorized payment collection agent of the Host for the purpose of accepting, on behalf of the Host, payments from Guests of such amounts stipulated by the Host (including cleaning or other fees and/or Taxes)
THE SITE, APPLICATION AND SERVICES COMPRISE AN ONLINE PLATFORM THROUGH WHICH HOSTS MAY CREATE LISTINGS FOR ACCOMMODATIONS AND GUESTS MAY LEARN ABOUT AND BOOK ACCOMMODATIONS DIRECTLY WITH THE HOSTSYOU UNDERSTAND AND AGREE THAT AIRBNB IS NOT A PARTY TO ANY AGREEMENTS ENTERED INTO BETWEEN HOSTS AND GUESTS, NOR IS AIRBNB A REAL ESTATE BROKER, AGENT OR INSURERAIRBNB HAS NO CONTROL OVER THE CONDUCT OF HOSTS, GUESTS AND OTHER USERS OF THE SITE, APPLICATION AND SERVICES OR ANY ACCOMMODATIONS, AND DISCLAIMS ALL LIABILITY IN THIS REGARD TO THE MAXIMUM EXTENT PERMITTED BY LAW
Airbnb
Airbnb Customer Experience
***, Aug 26, 09:38:
Hi ***,
My name is*** with Airbnb and I am a Customer Experience manager in Portland, OR
I wanted to follow up with you regarding your Revdex.com case XXXXXXXX
I have carefully reviewed your concerns and considered the proposed resolutionWe've released payment for your security deposit in the amount of $We happy to consider additional payments under our Host Guarantee, given independent estimates of the damages amounts requestedTo clarify, we request that the independent estimates be from a contractor and that the estimate be on company letterhead
We are confident that this constitutes a reasonable resolution to this claimHowever, if you have any questions or feedback please let me know by responding to this email directly
We thank you for your patience and hope you continue to be an active member of our community
Warmly,
***
www.airbnb.com/help
TO RESPOND TO THIS TICKET, REPLY TO THIS EMAIL
THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCE
For more information visit our Help Center
Message-Id:DXNX3WYS_55ddebXXXXXX_85ed3fe9d78cd31cXXXXXd_sprut
Final Business Response /* (4000, 20, 2016/02/22) */
February 22nd,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms***,
Cordial greetings
We have issued our final decision in this matterPursuant to our privacy policy, we have notified the complainant directly to the email address we have on file
We wish the complainant the best in her endeavors
Sincerely,
***

Complaint: ***I am rejecting this response because:
Absolutely no resolution was provided here. The response merely says Air BnB would reach out to me again. However, all background information is already in Air BnBs files which positions them to resolve this matter now. Indeed, there was nearly emails between me and Air Bnb and pictures; everything they need is right there in their file to confirm that they indicated that they would provide me with a full refund for the wretched apartement I had to stay in for nearly five days (THREE of those days only occured because Air Bnb was slow or unresponsive to my outreaches via twitter and email for help/relocation, and because they would not provide me with a direct number to contact the agent that was to assist me)
Sincerely,*** ***

We are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have caused
We wish the complainant the best in his future endeavors
Sincerely,
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We appreciate the time you’ve taken to share your concerns with our team and are sorry to hear that the complainant is disappointed in our response
On April 5, Airbnb sent the following to the guest:
“***,
*** here at Airbnb, I hope my message finds you well
I am following up with you regarding your Revdex.com complaint # ***
Thank you for your detailed feedback and we're sorry to hear of your experience
As stated in the previous correspondence, Airbnb has refunded you in full for the reservation ***
If you were charged anything additional, you will need to contact your financial institution related to the card used to dispute those chargesHowever, those erroneous charges were made from your bank or cardholder and yourself, not Airbnb
User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb
We thank you for your patience and hope you continue to be an active member of our community
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter as of June 3,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms***,
Cordial greetings
We have received the complaint XXXXXXXX
and are currently reviewing the claim and considering the proposed resolution
We require more time to properly assess the claim and will follow up with a response as soon as possible
Thank you for your continued patience
Kindly,
***
Final Business Response /* (1000, 8, 2015/08/13) */
Dear Ms***,
Cordial greetings
We have reviewed the facts related to the case number XXXXXXXX and considered the proposed resolution
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concerns
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
***
Airbnb

We are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have caused
We wish the complainant the best in his future endeavors
Sincerely,
***
Airbnb