Airbnb, Inc.

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

April 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: AirBnB always promises to make changes or call, but never actually does. This is the second complaint I have filed SPECIFICALLY about no contact and the second time they have promised to call, but do not callSincerely,*** ***

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 29,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
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 April 8,
We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
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 March 31,
We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
Airbnb

Initial Business Response /* (1000, 7, 2015/08/07) */
We have resolved the issue with the complainant directly
Initial Consumer Rebuttal /* (3000, 9, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not refunded their feesI waited
weeks for payment
I do not think they earned fees for Julyband August
Final Business Response /* (4000, 11, 2015/08/24) */
8/24/
*** ***
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

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

January 23,
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 January 16, We regret any inconvenience that this process may have caused and we wish the complainant the best in him future endeavors
***
Airbnb

Initial Business Response /* (1000, 7, 2015/08/11) */
August 11th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms***,
Cordial greetings
We have received the complaint XXXXXXXX
and are currently reviewing the claim and considering the proposed resolution
We require more time to properly assess the claim and will follow up with a response as soon as possible
Thank you for your continued patience
Kindly,
***
Initial Consumer Rebuttal /* (3000, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With our name we are in their records have had approx correspondences trying to correct Anyhow the reservation claim no# is ***The name of guest is *** ***
Final Business Response /* (4000, 19, 2015/08/26) */
Dear Ms***,
Cordial greetings
We have reviewed the facts related to the case number XXXXXXXX and considered the proposed resolution
We've reached out to *** *** to propose a solution for the documentation she has provided to dateIn addition, we've requested additional documentation for any damaged items in question
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her 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, 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 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
On April 24, Airbnb sent the following to the guest:
“Hi ***,
My name is *** and I am a supervisor here at AirbnbI 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 resolution
I see that your reservation started on the 17th of NovemberYour first contact with us was five days into the reservation on the 22nd of November
I won't be able to refund you in full since your reservation was never canceled and your belongings were at the listing for a couple of week according to the details in your Revdex.com case
I'm happy to refund for from November to December 8th for a total of $You've already been refunded for $I've just processed an additional refund of $169.80, which will reflect back in your account in the next to business days
We are confident that this constitutes a reasonable resolution to this claimHowever, if you have any questions or feedback please let me know by responding to this email directly
Best regards,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

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, 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

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 # ***
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

Complaint: ***I am rejecting this response because it still hasn't addressed my concernI will be filing a advertisement complaint with the FTC as well as taking to social media to let them know of Airbnb practices.Sincerely,*** ***

Follows is the synopsis of what occurred: • I went to Airbnb at the recommendation of my daughter • After searching for a spot in Denver, proceeded to book a stay • During checkout, the site requested method of payment • I chose American express as I typically use that when traveling and for online
purchases o Billing information, email address, credit card information, security code were all entered • After clicking the final pay button, the website shut down the transaction • I received an email from Airbnb “your Airbnb account has been restricted” • Based on this response, I sent them the following (disable notice email): o I attempted to book a room, and received the disable notice, as followsI was in the process of booking and using AMEX • They sent me the attached “account recovery” email, which I responded to, both are in the email o The requested I send them the following information ? Full name, billing address, expiration dateand last four digits associated with your payment method? Issuing bank name and country for your payment method? A picture or screenshot of the first page of your most recent billing statement for the payment method used (feel free to block out balances, non-Airbnb transactions, account numbers beyond the last four digits)o I have never been asked to send an email of my billing statement and will not do so for security reasons • They sent me another email “account recovery” requesting the same thing, which I responded to (see attached) • They sent me another email “account recovery” requesting the same thing, which I responded to, requesting they refrain from any use of my private information and to disable my account (see attached) • They sent me another email “account recovery” requesting the same thing, which I responded to as follows (see attached) o Let me try this againI do not want to email any information about my credit cardPlease just disallow my american express card (which is the card I attempted to use) and allow me to try another form of payment o Please respond o thanks • They sent me the attached “updating out terms of service” email • The two “pdf” documents show the screen shot I see when I go to their site, saying to contact them, which was done previously • Their only response has been the canned emails requesting copies of credit card statements • They do not have a phone number or another method to contact them, they have only responded with the same canned response • Due to their canned response, no other response, the frustration and concern about providing them private information, I contacted Revdex.com and submitted a complaintI received the attached “your complaint has been received” • Your email below was the first request for additional information • I was unable to book a room, and it does not presently appear that they have charged my credit card Clearly, if Airbnb does not want to do business with me, they don’t have toHowever, their response via canned responses and no other method to resolve my situation seemed bad business at the leastIf they choose to not do business with me since I will not release private information, that is fine, but they should at least respond other than via a canned response and assure me the information they collected will be kept private I guess the best result would be for them to actually respond in a logical human way and at least discourse instead of a canned ignore lock-outWhether I will use their service will depend on their response Let me know if you need any additional information and also if they respond to you Thank you for your help ***

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
On February, 21, Airbnb sent the following to the guest:
“Hello ***,
My name is *** and I'm a manager for Airbnb's Premium Support Team based out of Portland, OregonI'm sending an email your way to follow up on your Revdex.com case # ***First, we want to thank you for taking the time to let us know about your experience, and I'm terribly sorry things didn't go the way you were expecting
I've reviewed all related information to this case and I'm afraid we are unable to honor the refund you are requesting, and I'll explain a bit further belowThat said, I am including a voucher for you in the amount of our service fees for this booking, or $USD as a courtesy for the less than ideal trip experience you reportYou'll find those details below
The reason we are unable to override your host's decision to issue you a refund in this instance is that the stipulations of our Guest Refund Policy (link also included below) were not adhered toThe two major we have of guests in scenarios like the one you report is to 1.) make contact with your host in the message thread to address any concerns you have, allowing them the opportunity to amend the concerns 2.) contact us, documenting the situation and allowing us to step in to mediate and support you if need beAs an unbiased third party, we are not in the position where we can weigh in or verify the conditions of a listing if these steps are not followed
I know this isn't the answer you're looking for, but I do hope our policy makes sense in regards to our abilitiesI also hope this leaves you best equipped for any future travelsWhile issues like this are rare, it is good to be prepared - and myself and my team are standing by around the clock to support you in the moment, should you need it
Thank you again for taking the time to reach out about your experience, and for being a part of the Airbnb communityI hope all else is well
***
Coupon code: ***
Value: $USD
Expires: Feb 21,
Best,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

Regrettably, we are unable to locate a reservation with the information provided within the complaint
In order to proceed with our review, please provide the email address, telephone number, and/or reservation code associated with this issue
The email and phone number belong
to an account with no Airbnb activity
Sincerely,
***
Airbnb

October 19, 2017 Revdex.com Inc.*** *** *** ***
*** ** ***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 concernsWe regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.***Airbnb