Airbnb, Inc.

April 27,
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, an Airbnb representative is following up 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 partially satisfactory to me
I am very appreciative that Airbnb has reimbursed me for the amount I requested in this complaint about this particular reservation
However, I am a little disturbed that it was described as a courtesy payment and that I should take photos of the cottage before it was rented out. We have in our existing guest cheinstructions that they must message us in the Airbnb messaging platform within hours of checking in if they note any damage. The guest stayed in the cottage for a whole month and the type of damage was at the level of vandalism due to disagreements with our long term rental cancellation policy. If the guest is only now claiming that the damage was pre-existing then they neglected to make that claim upon check-in.
The other issue that is more important for consumer protection in general is the arbitrary time limits that Airbnb imposes to use the Host Guarantee claim. When reporting issues, Airbnb does not have instructions of a deadline to submit evidence. However, if you send it in, they will email you telling you retroactively that the timely submission of evidence submission has passed. This is not right. These requirements and instructions have to be made clear from the very beginning. They also need to increase their sensitivity of different legal customs in various municipalities. In our town, a police report is issued as a copy of the phone narrative, but Airbnb refused to accept this as a police report. But since a crime was committed, the arresting officer made a sworn statement in the criminal court docket, but this was made on the day of Airbnb's request, and it was the Wednesday before Thanksgiving weekend, and the docket was not available to the public until a week later. However, Airbnb said additional police report must be submitted within hours of their email -- over the Thanksgiving holiday weekend. Airbnb needs to revise its evidence submission procedures accounting for holidays as well, for the protection of all customers, not just me.
Thank you very much
Sincerely, *** ***

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

March 30,
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

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,
***
***

August 23,
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

Complaint: ***I am rejecting this response because: I would not recommend anyone use airbnbThis company is a money hunger company that doesn't give or have regard for the people or person(s) using their productIf there is an error on behalf of the host family then that means airbnb and the host family should be responsibleI made a reservation on February 16, for my years son and IWe were to stay with a husband and a wifeWhen we arrived I was told that the wife would not be there she had to baby sit her daughters children for the weekend because her daughter was getting marriedI would think she knew about this before they excepted by reservationShe didn't know this in advance so that I could have been notifiedThe husband would be their without his wife plus the husband had large large suitcase in the room my son and I were to sleep inHe said the suitcase were his friends from BrazilFor the safety of my son and I I didn't have a peace about staying thereWe should have been informed that the wife was not going to be there and that the host family was housing other peopleGiving me the option if I wanted to keep or cancel the reservation, to which I would have cancelledMy credit card was charged $and only credited back $when it should have been credited back $because this was a error on behalf of the host family and Airbnb Airbnb didn't even do an investigate this on this matterI called them several times as well as emailsThey just keep giving me the run around saying someone would call me or not responding to my emails at allI don't see where airbnb has made the host family responsible for their actionsOn top of that I had to find other housing arrangements for my son and IIt is sad and pathetic how trifling company's have become in America todayNo good customer service at all.
Sincerely,*** ***

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,
***

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

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 refunded this guest in full and issued our final decision for this case and we will disengage from further discussion on this topic
Best,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is MARGINALLY satisfactory to me for the following reasons:
The contact from airbnb was from an email that I could not respond to. So, it was a one way response and airbnb made no attempt to address my concerns
Airbnb stated "Unfortunately, we are unable to provide any further information regarding the identified users based on our privacy policy." I never asked for any user info. Apparently, airbnb never bothered to carefully evaluate my complaint
Airbnb has made no attempt to prevent such thing from happening again.Sincerely, *** ***

November 7,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
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 October 30, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
***
Airbnb

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryI did receive a voicemail message from customer service two days ago, however, no email was sent as promised in the messageI still have no received an itemized statement of these charges, but I have removed my account and will no longer do business with Airbnb
Sincerely, *** ***

No resolution was possible because the business refused to address any of the issues raisedNo explanation, compensation, or even a simple apology was offered as to why some of the property listings and/or owners violated Airbnb's own policy

Revdex.com:The business has resolved the issue
Sincerely, *** ***

September 11,
Revdex.com Inc
*** *** *** ***
Oakland, CA
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
An Airbnb representative has been in contact with
the complainant directly to address their concerns, and is actively working on a solution with them
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 meI did receive and email stating the money would be refunded to the closed CC on fileI was informed this process can take up to business days, and even longer for the CC company to refund the money to my new acctI am hoping that AirBNB is honest and follows through with this emailSo for this moment, I am satisfied with the response, as long as they follow through Sincerely, *** ***

November 20,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
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

March 24th, 2016*** ***Dispute Resolution SpecialistRevdex.com Inc.*** *** *** *** ** ***Re: Case #***Dear *** ***Cordial greetings.In accordance with our privacy policy, I followed up directly with the complainant today, March 24th, to address his concernsWe regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.Sincerely,*** **Airbnb