Airbnb, Inc.

Revdex.com Inc
*** *** *** ***
***, 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

Initial Business Response /* (1000, 5, 2015/10/15) */
October 15th,
*** ***
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 to 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,
*** B
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the full refund

January 1,
Revdex.com Inc
*** *** *** ***
***, 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

On April 27th, Airbnb emailed you the following:
'I hope this message finds you wellMy name is *** and I'm one of the supervising case m***gers here at AirbnbThank you so much for reaching out to us.I wanted to follow up with you regarding your Revdex.com case.Thank you for your detailed feedback and we're sorry to hear of your experience. We have carefully reviewed your concerns, considered the proposed resolution, and have done a thorough investigation into the conversations you've had with multiple support team members regarding your case.While I know that this situation has been terribly frustrating for you, thorough investigation has revealed that each support team member provided accurate and consistent feedback with regard to our Airbnb's Content PolicyI do want to inform you, however, that '00' is no longer a member of the Airbnb community, and their review is therefore no longer viewable on your public listing or profile pages.Host experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation with '00' in addition to your communication with Airbnb.I will certainly pass your feedback along and greatly appreciate the time you've taken to share it with us.'
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
However, we have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***, Airbnb

On June 30, Airbnb emailed the following:
"***, I can only imagine how frustrating this entire process has beenIt appears you spoke to multiple agents in attempt to receive a resolution, which has ultimately been a fruitless conversation.I have taken the last hours to review your case and the requested resolutionBased on your experience with the space itself, the host address change, and the overall experience with our customer support I do find a partial refund to be warrantedHowever, as the booking dates were completed, I won't be able to release a full refund.***, you will receive an automated Email shortly regarding your 50% refund of paymentThe $refund will be delivered back to your card ending in *** and will be available within 5-business days.I want to also confirm that further action may be taken against your hosts accountWe will be reviewing the legitimacy of Alan as a host on our platform as providing poor service to guests, as well as incorrect addresses are both against our Hospitality Standards on Airbnb.Thank you for your patience throughout this process ***I wish you nothing but the best."
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.However, we have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number
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: The only communication i've received is another generic rejection through the airbnb message system of my request and I find this unsatisfactory. Not a single issue I brought up was addressed, and they have failed to honor their written policies. I also have NOT received any e-mail correspondence as they claim
Sincerely,*** ***

December 13,
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,
***
Airbnb

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 May 4,
We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
Airbnb

December 26,
Revdex.com Inc
*** *** *** ***
***, 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 have evidence that the renter liedIf you look at the next place that she stayed, you'll see that she wasn't sick because of anything that had to do with my placeShe admits she actually had the fluAlso this next place is somewhere she had stayed before and became friends with the person renting it outSo she doctored up photos of my place in order to fraudulently get out of the rentalSomeone who commits this type of fraud is not only morally reprehensible, but also legally at faultTherefore, I legally am entitled to have my money, which is rightfully mine, returned to me, and this renter should no longer be allowed to use Airbnb due to committing fraudFurther, her review and rating should be totally removed from my account
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I feel like I was taken advantage of with this property How do you bake in dishes full of rust? For your company to tell me that the kitchen lights don’t need to work because there is not a picture of the kitchen ceiling in the list is totally unexcectable As my pictures showed the burners on the stove did not work so nothing could cooked The cupboards were filthy Food was under couch cushions I could keep going on about the condition of this rental No where in the listing doe it mention that this rental is a trailer I was offered $back which was my service fee and only good towards a future rental For the price I paid for each night I should not need to constantly call the owner to fix things Because I did not call Airbnb within hours of checking in you have taken the stance that it is not your problem Then to have the property owner put on my account that I am a liar and a scammer is not ok
Sincerely,Monica Kirby

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,
***
Airbnb

Complaint: ***I am rejecting this response because: I didn't hear anything regarding the host being unable to post listings. 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, *** ***

Thank you for reaching out about your experience with AirbnbRest assured that we are looking into this matterWhile we investigate, please know that may take up to a month or more to hear from us regarding your complaintIn the meantime, this case will still be open and you can always reach me
by replying directly to this emailI will follow up with you as soon as I have an updateThank you for your ongoing patience

We are sorry to hear that the complainant is disappointed in our response
However, we have issued our final decision for this case and we will disengage from further discussion on this topic
We wish the complainant the best in his future endeavors
Sincerely,
***
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 July 7,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

August 9,
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: it has not been resolved.
Reservation code is ***
Sincerely,*** ***