Airbnb, Inc.

November 20,
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

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

From: *** *** [mailto:***] Sent: Tuesday, January 02, 8:PM To: info Subject: Fwd: Airbnb: Your reservation with James To: *** re: ID *** Please see attached complaint I had previously submitted to the Revdex.comI had also
sent a copy of the complaint to the Company AirbnbI was contacted by the company who has refunded me in fullTherefore the complaint has been resolvedThank you for your assistance with this matter***

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

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

We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have caused
We wish the complainant the best in her future endeavors
Sincerely,
***
Airbnb

July 6,
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

July 22,
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 satisfactory to meIt should be noted, however, that it was impossible to obtain any resolution through Airbnb's regular channels of communications after countless attempts over a span of weeks
Sincerely, *** ***

Revdex.com Inc
*** *** *** *** *** ** ***
Re: Case # ***
We have attempted to refund you the amount owed, however, have been unable to the chargeback you filed with your banking institutionAt this time you’ll need to provide documentation showing the chargeback case is closed and cannot be reopened, or that it was ruled in Airbnb’s favor
Please provide an official letter from the card issuer showing the status of the chargeback and the date of the ruling
Best,
***
Airbnb

Complaint: ***I am rejecting this response because: there is no refund offeredI am in contact with ***, but he has not been able to track down my chargeI have just sent him the details of the charge and am hoping to get a refund soon, but still cannot accept the response on Revdex.com until the refund shows up on my credit card statement.Sincerely,*** ***

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

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 are still working on a solution to help meI am not satisfied yet but hope to be.Sincerely, *** ***

April 4,
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
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 Aug 16, We regret any inconvenience that this process may have caused and we wish the complainant the best
in her future endeavors
Sincerely,
*** *
Airbnb

Dear Ms***,
Cordial greetings
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 on April 14th, to address his concerns
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: the date of my reservation in Park City is 6/8/and that is less than one month from when AirBNB promised to respondIf the date of my reservation passes I may have to pay for it even tho I am asking them to help me cancel well in advance of my 6/8/date. Sincerely,*** ***

On August 2, Airbnb emailed the complaint 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 difficult reservation you have had with *** ***I understand that this has been frustrating, and while these situations are incredibly rare, we do have policies in place to make sure you are taken care of.I also want to apologize for the amount of time these cases have taken and I would like to assure you that I will be able to address all of your concerns and get this solved quickly.I can see that there are many separate concerns and I would like to address each of them individuallyResolution Center request made by *** for $(7/14) I understand that it is frustrating to see the guest given credit for this issue and I want to provide a little bit of contextAfter reviewing the pictures that he provided, Airbnb determined that these photos did not violate our policies and there was no need to make you refund him the amount he was requestingWhile we didn’t want you to refund him what he was requesting, Airbnb decided to issue him a refund of $as a loss because he is a new user with us and we wanted to do this as a courtesy for his perceived troublesWhen we receive cases like this, we deal with the issues brought up in the Resolution Center individually and they did not take into account any actions outside of the request he was makingResolution Center request made by you for $(7/17) I am so sorry that this has taken so long to receive a responseDamage claims such as this go to a different department and they have had a large amount of inquiries lately as it is our busiest time of yearI have gone ahead and reviewed this case myself and determined that you are indeed due to be paid $in line with our policies for the broken armoireI have issued you a payout in the amount of $and it will be released to you within the next hoursResolution Center request made by *** for $(7/22) We have determined that his request for a full refund is not warrantedI am closing this case and you do not need to respond to any further requestI will be reaching out shortly to inform him that we will not be processing his request for a full refundReviews I am very sorry for the confusion with your review being removedAfter looking this over, my team and I have determined that neither review violates our policies and both reviews are now publicI appreciate that you have left a review response, that is a great way to clarify the situation from your side of thingsInappropriate messages from *** Thank you for letting us know that this user has not acted appropriatelyPlease rest assured that we have a dedicated team that is following up with them directly to ensure that they are aware of policies and take the necessary action with them.If you continue to receive inappropriate messages from this user, we encourage you to block them and report it to us immediatelyIf at any point you feel that your personal safety is at risk, you should contact the police immediately."
We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have causedWe wish the complainant the best in her future endeavors. Sincerely,
***Airbnb

Airbnb resolved the issue by refunding the entire accommodation fees and service feeThey did not respond immediately I had to call back several times & wait in hold, but the issue is resolved

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