Airbnb, Inc.

Complaint: ***I am rejecting this response because: The problem with this response is that it's 100% untrue!!! I have proof that I reached out the very DAY that they left (actually within an hour of when they left) In that call I asked for help and assistance in filing the claim I followed EVERYTHING YOUR SUPPORT STAFF TOLD ME TO DO Therefore, the mistake was yours, not mine! You even admitted in the call that you heard the voice recordings and that you heard with your own two ears that YOUR support staff told me I had days to file the claim
I'm sorry that your support team failed you, but I should not be the one to suffer the consequences You need to train your staff better and cover the issues they cause when they don't THIS SHOULD NOT FALL ON MY SHOULDERS You miss informed me MANY TIMES OVER and from various different members of your support team So clearly even your own team does not know how to properly instruct your hosts
I will be filing in small claims court should you not hear my claims It will cost you more to fight me on this than it will to be responsible for your own actions Your choice
Sincerely,*** ***

Hello, We received the refund from Airbnb, so our dispute has been resolvedThank you! *** ***

Complaint: ***I am rejecting this response because:
Hello *** -
While I appreciate your message, to date no meaningful response has been offered to this complaint. I offered detailed concernsAirbnb has responded on none of them. I have asked for information as to why an account is deactivatedNo response has been offered.
Airbnb has sent the very same information (about which I filed this complaint) repeatedly. And I don't feel an effort is made here to authentically engage in this process
What is occuring here is not dissimilar to the experience I had when troubleshooting a multi month login issue
I reject this response because, to date, no meaningful response has not been offered
Thank you -
it appears from the outside that there is Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Below is a snap shot of the email sent to me from ***. Prior to this email I did hear from customer service and was told that they would consider giving me a day's credit for a future AirBNB rentalI advised them this was not acceptable to me as I did not stay on the boat that was reserved due to the reason(s) listed in my initial complaint. I then filed a dispute with my credit card company since AirBnd was not going to work with me
I will not be pulling back my charge back request from the credit card companyI've been told by them Airbnb will receive a letter as well
AirBnb did nothing to resolve my complaint when it was brought to themThey hid behind policies and only want to mediate now that Revdex.com and my credit card are involved
*** C, Apr 25, 09:PDT:
Hi ***,
*** here at Airbnb, I hope my message finds you wellI am following up with you regarding your Revdex.com case
We are unable to proceed with mediation as a chargeback has been filed on the reservation in questionIf you would like further customer support from Airbnb, 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,
***
Sincerely,*** ***

Complaint: ***I am rejecting this response because: Case manager apologize at allSincerely,*** ***

November 20,
Revdex.com Inc
*** *** *** *** *** ** ***
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

January 23,
Revdex.com Inc
*** *** *** ***
*** ** ***
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
January 18, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
Airbnb

March 17,
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

May 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, 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

Complaint: ***I am rejecting this response because: They have made no compromises at allThey have flatly refused my requestThe problem is I cannot go buy new furniture to replace the damaged furniture unless I know how much money they're going to give me because I cannot afford to buy a pair of $chairs or a $coffee table without knowing that I'm going to recover some of that moneyI have already sent photos and the damage is documentedIf I go out and buy a pair a $chairs and then they say they're only going to give me $100, * ** *** ( * ** *** either way, frankly, because I'm going to have to spend more than the $that they held as a deposit) I have found and previous instances that they always favor the guest not the host, so I am not about to go and spend the money so that I can give them a receipt and then have them tell me they're not going to give me much or any money They have proof of the damageThat should be all they need to make a decisionThey can go out and price upholstered chairs and marble coffee tables themselvesI can guarantee you it's going to be more than $which is the maximum they would ever give me.Sincerely,*** ***

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and are working with the user towards a 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

Final Consumer Response /* (2000, 7, 2015/06/30) */
After I heard nothing from Airbnb until around 3:p.mPST today, I called and after some negotiation, the issue was eventually submitted for a supervisor callbackAround p.mPST, the supervisor emailed me to provide a full refund with an
additional credit on my rebookingWhile I remain disappointed that the process was this complicated and in the lack of transparency in communication and timing, this resolution is satisfactory

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

January 21,
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

Initial Business Response /* (1000, 5, 2015/09/17) */
date
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #insert number
Dear Ms***
Cordial greetings
We have reviewed the facts related to
the case number XXXXXXXXRegrettably, we are unable to locate a reservation with the information provided
Please provide the email address associated with the profile, user identification number, or reservation code for us to move forward with our review
Sincerely,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They're playing dumbThis:
"we are unable to locate a reservation with the information provided."
is playing dumb
I have correspondence emails from *** Lof AirBnB customer service regarding this issueIn email, *** Lwrites that he canceled my reservation for my guest *** *** about hours before *** was to arrive*** even blamed me for it:
"I'm sorry that you want to cancel ***'s
reservation, and due to the urgency, I have
canceled it on your behalf"
*** L of AirBnB
*** Llater admitted over the phone that *** had contacted AirBnB and asked to cancel and that *** canceled the reservation for ***
How can I attach a screenshot?
*** L's actions violated AirBnB's lenient policy for hour cancellation
I have a few other emails regarding this issue from *** Lof customer serviceAgain, how can I attach a screenshot? I can show these emails and I can show the calendar
***, the guest, is also an AirBnB employee
Thank you
Final Consumer Response /* (3000, 19, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already stated my case clearly aboveAirBnB's *** Lcanceled the reservation on behalf of my guest, *** ***, about hours before *** was to arrive
I did write that I had considered canceling the guest the previous dayI wrote this after the gueust announced that he wanted to check in hours too earlyBut I realized that it was too late to cancel, and I did not cancel because it was too late for me to do soSo Instead, I prepared for the guest
Meanwhile, the guest looked around, found a hotel, then appealed to AirBnB to cancel his reservation for his stayThe guest also works for AirBnB
Final Business Response /* (4000, 21, 2015/11/03) */
We have issued our final decision based on the complainant's communication on the day of cheto his guest
We are unable to provide any further compensation
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 July 1, Airbnb emailed you the following:
"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 experienceI have carefully reviewed your concerns and considered the proposed resolutionI noted that the pictures of the bathrooms are actually two photographs of the same bathroom from different anglesThe host provided clarity in the message thread that there was one bathroom (1), and one toilet room (.5)Your host has refunded $for the misunderstanding.We are confident that this constitutes a reasonable resolution to this claimGuest experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation with Rudy and Benjamin.We thank you for your patience and hope you continue to be an active member of our community."
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

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

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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company was responsive after I informed them of the complaint.
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 March 15,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb