Airbnb, Inc.

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,*** ***

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

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

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

Complaint: ***I am rejecting this response because:
First and foremost that background report AIRBNB choose to run and not verify did not belong to me, so canceling my reservation the day of travel after it was booked 2months prior is simply wrong and they should be liable for all the last minute cost associated with securing new lodging in a foreign country at the last minute during a holidayAn Apology is not good enough they completely ruined a pre-planned budget and organized vacationI do not want my account with Airbnb reinstated as they shown they don’t conduct good business and are completely unreliable when it comes to reservation I did everything right to be left stranded, I would like to be reimbursed for my expenses that they caused because of their negligence AIRBNB had all of my personal information and my payment for this reservation for at least months they could have contacted me the following day after the initial booking informing me that they had someone with the exact same name who had had an adverse background that they were under the impression that belonged to meMy name is very common so they should have took an extra step to verify the informationThey also had my information in there system for over years as I have used AIRBNB for travel prior with no issuesMeaning they had ample enough time to contact me to clarify and negative information they received and believed to belong to meSo that it could be disputed prior to taking the adverse action they did against my person as outlined in the FCRA lawsI should have never been put in this stressful demeaning situation and they should be accountable for their actionsSo as I stated I would like to be reimbursed for my expenses.Sincerely,*** ***

April 13,
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

September 4,2017Revdex.com Inc.*** *** *** ***
*** ** ***Re: Case #*** Since the time of the complainant’s opening of this case, we have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter
as of August 27, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors***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 her future endeavors
Sincerely,
***
Airbnb

November 24,
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

September 8,
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
*** *** *** *** *** ** ***
Re: Case # ***
Since the time of the complainant’s filing of this claim, we have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter as of
February 12, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
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 17,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

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 patienceBest well

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for helping with arbitration in this matter.Sincerely, *** ***

Complaint: ***I am rejecting this response because:I did comunicate to the host in the terms airbnb requairAnd the host tell me that she is gonna to respect and didnt happendJust like you say I have to conunicate in hrs since the problem and that is what I didWhen the host call me I didnt answerd because I was working and she start to say offences thingsIn that point is when I have to make the decision for my well been that I cant stay in that house because my safety was in risk with a person that airbnb still covers and dosent have a background of the people that work with them
I dont accepted the respond and im not asking for anything else just want the refound of the room that I didnt use.Sincerely,*** ***

December 13,
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, 2015/10/20) */
10/20/
Maite ***
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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company contacted me and apologizedHowever, they contacted me too late and I had to find alternate accommodationsAirBnB did attempt to offer another rental unit and pay the differenceUnfortunately, it was too little, too lateThe situation will only be resolved when they change their Host Cancellation penalty/policy

Complaint: ***I am rejecting this response because: AirBnB did not review the facts presented to them and accepted fraudulent documentation of which had no date, itemization of charges, or invoice number specific to the accuser, which overvalued damage causedWe were not granted a fair due process and AirBnB acted as an arbitrator rather than a mediator, which according to their terms of service say they are merely a mediator and not an arbitratorWe never agreed to the charges claimed against us by our host but AirBnB took it upon themselves to make the final decision and enforce the charge, which again, violates their own terms of service.I request the full amount be refunded and the damage claim processes restarted and proper charges be agreed upon by all partiesThank you.
Sincerely,*** ***

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 April 21,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

Initial Business Response /* (1000, 7, 2015/07/06) */
After reviewing the complainants proposed resolution we regret to inform that we will be unable to support their accountThis decision is irreversible
We apologize for any inconvenience this may cause and wish her the best in all her
endeavours
Kindly,
*** C