Airbnb, Inc.

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

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 his future endeavors
Sincerely,
***
Airbnb

November 29,
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

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,*** ***

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

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

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

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

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,*** ***

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

Final Consumer Response /* (2000, 6, 2015/12/22) */
I should note that AirBnB just called me and offered to refund the difference as a one time courtesyThe fact that they took the initiative to call me and to make this adjustment certainly shows their commitment to customer satisfactionWhile
some of my observations about their processes remain accurate, one cannot fault their intent and actions that support the customer

Complaint: ***I am rejecting this response because:They did not take into consideration the fact that I had to travel back and forth from Henderson,NV to Las Vegas, NV which is 20+ miles taking a Uber/Lyft to that location one way alone cost $30-$additional that I wasn’t compensated for due to their negligenceThis is horrible once again my family trip was ruined and that’s not fairThis doesn’ Need to happen to anyone else and they should be held responsible for all unexpected expenses.Sincerely,*** ***

July 18,
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

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

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17th,
*** ***
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, we are unable to provide any private informationHowever, a detailed response was sent to the complainant to the email on file as May 17th, & May 18th, addressing her concerns
We are unable to engage any further with this user as this matter is closed & decision is final
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 /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution was offered by AirbnbNo response to this complaint was provided via email by Airbnb
I will proceed accordingly with my legal remedies
Final Business Response /* (4000, 9, 2015/09/24) */
We consider this matter closed at this time
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Kindly,
***
Airbnb
Final Consumer Response /* (4200, 11, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an inappropriate response as it does not address my complaint and no resolution is offered

Initial Business Response /* (1000, 5, 2015/11/05) */
November 5th,
*** ***
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
This matter was resolved on October 24th, and I reached out directly to the complainant to address his concerns on November 5th,
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors
Sincerely,
***
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I did receive a partial reimbursement, that by no means balances the total loss nor mitigates the fact that airbnb does not provide insurance, support or assistance when a host suffers a lossThis is fraud, plain and simple
For my particular case, after filing the Revdex.com complaint, my losses increased to $2500, and then just this week increased again, due to huge DWP bill, to $Their reimbursement so far of $1,is not even half of the lossAt this late date, as I have done the hard work of getting the space repaired and am hosting again, I would accept 2/of the loss, or $After their initial reimbursement is deducted, that leave another $to make things "fair"
However, and perhaps most importantly, their policy of dealing with hosts who suffer a loss has to changeThe statement that they have insurance to cover losses also has to be amendedTheir current practice is absolutely ridiculous and perhaps even illegal
Final Business Response /* (4000, 9, 2015/11/11) */
This matter was resolved on October 24th by the complainant's approval of the monetary amount of reimbursement under the Host Guarantee program
No further compensation will be granted
We regret the inconvenience that this process has caused the complainant and we wish him the best in all his endeavors
Sincerely,
***
Airbnb
Final Consumer Response /* (4200, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The host guarantee is not insuranceIt's fraudEvery Airbnb host needs to beware! Be prepared for a total loss with minuscule reimbursementWhat I was offered was less than half of the lossBut regardless, Airbnb should have an insurance policy and not this ridiculous "host guarantee", which only guarantees that hosts are unhappyIs this not a huge, moneyed corporation? Can't they afford insurance? Guess it's cheaper to alienate their money makers

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,
*** ***

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