Airbnb, Inc.

Initial Business Response /* (1000, 9, 2015/12/10) */
December 10th,
*** ***
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 reached out directly 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,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied at all, since Airbed are refusing to take full responsebility in regards to my complaintRental properties add was false, as several amenities were not available even if I wanted today for them , such as wifi
Additionally, the unsanitary issues as well as the cockroach issue are just unexepytable and discussingMy suitcase are still on my balcony in fair of more cockroaches being hidden in thereThis experience was horrifying, and I wish Airbnb would take customers complaint more serious and accommodate as well as follow up in a more customer like manner
Final Business Response /* (4000, 14, 2015/12/18) */
We have issued our final decision in this matter
We regret any inconvenience that this matter may have caused and wish the complainant the best in all her endeavors
Sincerely,
*** B
Airbnb

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaintIn 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

Complaint: ***I am rejecting this response because:
NOBODY contacted me from Airbnb!!!!
It's very easy to respond after almost a MONTH saying that they contacted me and solved the problem
Very sad
Sincerely,*** ***

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, *** ***

Complaint: ***I am rejecting this response because: I have not yet received the refund and will only consider this case closed at that time I asked them when the refund would be
forthcoming, and I have not heard back from them Thank you very much for your assistance in this matter.Sincerely,*** ***

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, *** ***

I previously filed a complaint about the same issue: complaint # ***; I had made a booking on my Airbnb account, the credit card on the file at the time of booking was charged a deposit which was paidThen my credit card was stolen and I changed credit card companies after than, cancelling that cardI added a new credit card to my Airbnb account and was told I would only have to pay the balance of my booking with Airbnb with the new credit cardHowever, they charged me the deposit again, resulting in my payment of 1/2times the amount I was supposed to pay for this bookingI complained and after many weeks I was told I would see a refund of the deposit paid on my new credit cardThis has yet to happenI previously put in a complaint to Revdex.com as per the reference number aboveI was previously told by Airbnb I would receive my deposit back, however, this is yet to happen
Please just refund the amount you owe me onto my new credit cardI do not understand why this has gone on for so long and why you can not process this in a timely manner

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

Complaint: ***
yes they are working to resolve situation, but so far nothing has been settled Waiting for them to get back to me by tomorrow as they stated.I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because Airbnb is continuing to engage in practices that are illegal and violate specific laws in accordance with the Georgia Department of Law Consumer Protection Unit
If Airbnb continues to lie and claim that I was attempting to use 'leverage' to obtain a refund - which Airbnb already issued in order to make me hush up - I will gladly print my editorial in The Savannah Morning NewsIts editor has already agreed to print my piece, which categorically proves that Airbnb is breaking the law; it should run early next week
Sincerely,*** ***

Complaint: ***I am rejecting this response because AirBnB's response has not changedThey have not done anything to address my dissatisfaction with their partial refundSincerely,*** ***

Complaint: ***
While I did receive a call from them, time available limited the length of time available to go over the matter. I had enough time to express some of my problems with how the decision was reached, but no actual resolution to my problem occurred. I was promised another callback to continue the discussion, but this has not happened. I am not sure if they have a system in place to even track if a callback has occurred. At this time the matter is still unresolved
Sincerely,*** ***

Complaint: ***I am rejecting this response because it is quite vague and does not address the complaint directly We made a reservation based on the original headline “Tokyo Sta 1mn” We wanted t be near our friends who are staying at the Tokyo Station Hotel Then after Dr we made the reservation and paid, we discovered the apartment is no where near Tokyo Station as the ad headline lead us to believe This is clearly a case of advertising, bait & switch
is there any legal recourse we can pursue?
Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/09/09) */
September 9th,
*** ***
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,
*** B
Initial Consumer Rebuttal /* (3000, 9, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as a final responseI understand they're taking time to research the matterHowever, I have not been contacted as of yet and await their response after the situation has been appropriately reviewed in a fair manner, with safety, transparency, and ethics as a top priorityThank you
Final Business Response /* (4000, 11, 2015/09/22) */
September 22,
*** ***
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 her the best in all her endeavors
Sincerely,
*** ***
Airbnb

Thanks so much for your patience throughout this process
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
We are working with this user to come to a resolution and will continue to do so outside of the Revdex.com
Best,
***
Airbnb

May 24,
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

On August 2, Airbnb emailed the following:
"I hope this email finds you wellMy name is *** and I am a Manager at AirbnbI am so sorry to hear about the troubling experience you had with this booking in ParisI certainly understand that issues with a listing can sometimes derail a whole trip and I want to do everything I can to make sure you are taken care of in line with our policies.This situation is a little more tricky than most because of the humidity concernIt can be a subjective thing, some guest may be fine with it while others may notI understand that this posed a health concern for you and we take those concerns very seriouslyAre you able to provide a doctor's note or a piece of documentation that would show us that there was a medical concern while you were in this listing?Without documentation of a medical concern, while you were in the listing, we can't enforce that the host refunds you outside of their cancellation policyBut, if you are able to provide that, we will have no problem issuing you a refund for the two nights you didn't stay hereWe are unable to issue you a refund for the two nights that you stayed because we have to pay the host for the services rendered.We cannot remove this host's listing or force them to state a disclaimer about the potentially high humidity in the listingIn situations where an attribute of the listing may work for some and may not work for others, we leave it to the host's discretion whether or not they would like to say something about it in the listing descriptionWe do encourage our guests to leave honest reviews about their experience in order to inform other guests before they bookI see that *** wrote a review with concerns for the humidity but it doesn't seem as though any of the other reviews talk about itThese reviews are available to the public before they book so that new guests can make sure that the listing meets their individual needs.I am sorry that you weren't able to leave a review for this reservation because the deadline has passedAfter a reservation has ended, we send at least two additional reminder emails to encourage you to leave a reviewWe hope that all of our guests and hosts take the opportunity to leave a review and we set the deadline at days to ensure that everything written is fresh in the user's mind and as accurate as possible.I look forward to hearing back from you about the medical documentationPlease let me know if you have any other questions or concerns."
On August 4, Airbnb emailed the following, due to no response:
"It's been a couple of days and I wanted to follow up with you againIf you are able to provide medical documentation that shows that there was a medical concern caused by the condition of the listing, I would be happy to discuss a further refund with you.If I don't hear back from you within the next hours, I will go ahead and close this case."
If you would like the agent to re-open the case so you can provide medical documentation, please contact Airbnb
Best,
***
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
We regret any inconvenience that this process may have causedHowever, we have issued our final decision for this case and we will disengage from further discussion on this topic
Best,

Based on Airbnb’s response, it is clear they have no serious interest in addressing their customer service issues, nor do they have a serious interest in their customer experienceIronically, this is a company built on the currency of trust, made possible by transparency
In Airbnb’s initial response to me, it indicated it was aware of its customer service issues and was addressing themIt provided no specifics on what issues it knew about or how or when they would be addressed
Since I have complained about countless issues over the years, and yet to receive any remedy to the majority of them, I asked for a specific answer about specific issues and timeframes for resolution
A supervisor of Customer Experience responded that she does “not have the answers and timeframes” requested and that they “will not be provided [from her] or from any other department in Airbnb.” In other words, they refuse to respond to the issues in my Revdex.com complaint
She then encouraged me to submit feedback on Airbnb's website, which is ridiculously circular, because the lack of responsiveness from Airbnb’s website and customer service phone system is exactly why I reached out to Revdex.com
I can only conclude they have no interest in transparency, no functioning processes and no systemic accountability to receive, address and resolve customer service issues in a timely manner
The company that was built on a community of respect and trust has not shown an interest in respecting its customers time or efforts - in dealing with the plethora of Airbnb CX problemsIt also has not been transparent, in the least, with how it plans to grow and become as responsible and reliable as it expects its community of hosts and guests to be
Sincerely,
***

I can confirm that the guest has been refunded in full as of today for reservation ***
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 her future
endeavors.
Sincerely,***
Airbnb