Airbnb, Inc.

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

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,*** ***

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

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

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

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

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, *** ***

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
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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,
***

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, 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

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

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,*** ***

December 8,
Revdex.com Inc
*** *** *** *** *** ** ***
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 November 29, Airbnb sent the following to the guest:
“Hi ***,
My name is *** and I am a supervisor on Airbnb's Trip Experience teamI was forwarded your information by my colleague ***
As she explained, we're not able to refund you at this point because we received notification from your bank that you filed a chargeback for this reservation
In light of this information, Airbnb will not be able to help you with your refund requestIt is now an issue to be resolved between you and your bank
Feel free to contact us again if you have any questions
Best regards,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

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

January 16,
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,
***

Revdex.com Inc
*** *** *** *** *** ** ***
Re: *** * ***
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 2, We
regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
Danielle
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

Initial Business Response /* (1000, 7, 2015/09/22) */
September 22nd
*** ***
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,
***
***

The neighborhood was dangerousI did not stay in the roomThe power was outThe apartment complex was Lakeside ManorI found this article talking about the crime in the neighborhood
***
They took down the listing right after they took my moneyThe listing was at:
***
Attached is my receipt