Airbnb, Inc.

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, *** ***

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

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

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,

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

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

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,
***

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,

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,*** ***

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: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, *** ***

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

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

Initial Business Response /* (1000, 5, 2016/01/27) */
January 21,
***
Re: Case #***
Dear Ms***,
Cordial greetings
We have reviewed the facts related to
the case number *** and carefully considered the complainant's requestWe have also responded privately to Mr *** with more information regarding our decision
In accordance with our terms of service, and given information uncovered pursuant to online public records, we have determined that it is in the best interest of Airbnb, and for the users on our site, to not reactivate the complainant's account at this timeAirbnb reserves the right to make a final decision on this matterInformation regarding our Terms of Service can be found here: www.airbnb.com/terms
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors
Sincerely,
Airbnb

Complaint: ***I am rejecting this response because: Before they sent anything back, I paid my bill plus my interest on my credit cardThey informed me the nect day that they had cancelled my reservationsI tried calling them, left messages with ***, no one ever called me back to explain what happenedOn June 30th I received a deposit of $from themI had already filed my complaint seeking interest charged to me plus the original amountI still am requesting my interest amount be refunded to me since they did refund the original amount. 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

Complaint: ***I am rejecting this response because:
Despite numerous requests to refund my lost account balance and delete my personal information including my credit card details from Airbnb's database since my account is now dormant, they are still adamant to retain my information without providing any justificationI initiated this request because I do not feel that my financial information is safe in their hands since their advisers have made multiple errors on my account in the past
They have imperiously notified Revdex.com that they are disengaging from any further discussion on this subject without providing any reasonsI am certainly not happy with their response and I would like to take this case further
Sincerely,*** ***

Complaint: ***I am rejecting this response because: they did not agree to refund me the amount of money that they unfairly deducted from my account
They say they base their decision on the feedback gave to them by my guestI provided them with plenty evidence that the guest was lying and being dishonest
The first person on Airbnb that worked on this matter made a rushed decision in minutes without considering all the facts and without even talking to me to hear my version of the storyShe made a mistakeSince then I spoke with several Airbnb officers and no one showed the slightest interest in considering the vast evidence that I presentedThe guest claimed that the noise in the apartment was unbearable and needed to leaveThere had been guests before and after that guest that did not complain at allThe guest in question from the very first moment proved to be a bit problematic, and I presented evidence to Airbnb to support that
I still expect Airbnb to refund the money that they unilaterally decided to deduct from my account without having to reach out to customer protection agencies.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 meThey refunded my money as appropriate. Sincerely, *** ***