Airbnb, Inc.

Complaint: ***
I am rejecting this response because: I am not satisfied on how they handle the situation
Sincerely,
*** ***

Seems everyone thought this was settled as Airbnb emailed us saying that they made their member remove our address from their rental listingHowever, last evening around 5:45pm Hawaii time, a new family pulled up at our gate, called our house and said they were here to stay at their accommodationsOnce again we had to tell them that this is a private home, we do not rent our home, we are not even members of Airbnb and that they’d been scammedThe guy asked me if this had happened before and I said yes, twice before and that we’d filed a complaint against Airbnb through the Revdex.comSo, this case unfortunately is not overWould you please contact Airbnb again for us and tell them their member is ripping people off again by using our home address while they pocket their moneyThank you, *** *** *** *** *** * *** ** *** *** *** From iPad

On March 22, Airbnb replied to you with the following:
'Hi ***,*** here at Airbnb, I hope my message finds you well. I am following up with you regarding your Revdex.com case # ***.While we regret to inform you that we are no longer able to support your account due to violations of our Terms of Service, I understand there are some outstanding refunds due to you.I can assure you we are working expeditiously to get this matter resolved for you ASAP and hope to get you the funds within the next hours, if not sooner.Thanks for your patience around this system error.Best,***'
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

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 ***

Hi ***,
I can confirm that your coupon code *** is active and ready for use for $
You were fully refunded for canceled reservation HMBYT9MXPT that you made in error in the amount of $
Be well,
***
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

Hi ***,
Thank you for your email regarding the status of this accountWe appreciate your interest in the Airbnb platform and wanted to make certain we looked into your request
Following a thorough review, we regret to inform you that this account was found to be in violation of our Terms of Service and has been deactivated in line with our internal policiesFor more information about account deactivations, visit ***Per our Terms of Service, Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed
We hope you understand that this decision is exercised at our sole discretion and that we are not obligated to provide an explanation as to the action taken against your account, nor are we liable to a user in any way with respect to deactivating or canceling his or her account
We apologize for any inconvenience this may have caused and must inform you that, moving forward, we will no longer be able to assist you further with your account issuesWe wish you all the best in your future endeavors
Respectfully,

I was able tp show that the worker made a error in choising the wrong itemMy complaint is not based on a judgment decisionThe air bnb person wrote me to state THEY LOCATED the exact itemIT WAS NOT!!!!!!So I was reimbused for a end table not a coffee tableI have about emails stating this yet I keep getting the same responseThat is like if I had a new mercedes go on fire and the adjuster shows me a picture of the vw and says I found tbis and here us the vw priceIt makes no logical senseI am looking for anyone to just admit and confirm it is the wrong itemAs of now never once gas anyone even mentioned the worker and her internet seach bei g wrongI am a seasoned business man ,and has never been ao insulted at the games played by air bnb.Complaint: ***I am rejecting this response because:Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***This complaint has been solved after I disputed the charge with my credit card company and Airbnb agreed to issue the refund. Sincerely, *** ***

Complaint: ***I am rejecting the company's "confidential" response (attached), which rejects my request for a further refund. Airbnb and the host, *** ***, continue to assert that I am bound by a contract that I have never seen and do not believe ever existed, since a contract requires offer and acceptance, and cannot be formed in the absence of a meeting of the minds between the parties. In this case, there was no such meeting of the minds due to confusion over the size of our party. Even if ambiguity about party size in initial communications is ignored, it is clear that Mr*** rejected the "offer" represented by those communications (because he did not want to accept our dog), and understood the correct party size and terms under which we wanted to rent his home (and that Airbnb in fact sent us a confirmation of those terms) before he reversed course and "accepted" the original "offer", choosing terms that he knew had not been intended, solely for the purpose of being able to deny us a full refund. Outside of being dishonest and unreasonable on its face in light of my initial communication to him in respect of the nature of our party, Mr***'s attempt to argue that I had entered into a contract to rent his four bedroom home by myself is contrary to the basic principle that an offer once rejected cannot be subsequently accepted
We continue to believe that the resolution proposed by Airbnb, in which Mr*** is permitted to keep nearly $1,of our money even though no contract was formed (as explained above), is unreasonable. Airbnb's indication that they will take no further action and give the matter no further consideration because we have objected separately to the charge on our American Express card seems to us a to be a total "cop-out." It is our continued view that if someone at the company fairly reviews the entire file, they must inevitable conclude that an error has been made and that we are entitled to a full refund.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Reena - The matter was not resolved. I clearly outlined the problems in my last response and Airbnb has not addressed any of them or corrected themPlease reread my response and respond to every concern statedI have lost over a thousand dollars because of airbnb's poor accounting systems. Please reply to the concerns of my past messageThank you.
Sincerely,*** ***

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

Complaint: ***I am rejecting this response because they did not maintain consistency within the Revdex.com response system I want all correspondence between myself and the business to remain inside this message system due to the fact that since I left Airbnb 9/2016, they continue to cause me problems in that they repeatedly refuse to address, acknowledge and resolve my issues which are quite easily remedied in my opinion Please ask the business to provide their response within the Revdex.com email system here so that the Revdex.com has the opportunity to review their actions or lack thereof, maybe see what I've been dealing with I feel this is yet another tactic to avoid handling my problem I do NOT want direct contact from the business as I've been asking for a response from them for MONTHS now and radio silence on their end is all I receive as well as a litany of lame excuses when I do get someone on the phone I'm asking for my earnings reports for all rentals as well as all my reviews Having been with this business for around years, I'm well aware of how simple these two items are generated being I've done it myself numerous times before
If I do it receive both items within weeks, my next action will be legal I'm hoping to avoid that via the Revdex.com since numerous attempts on my end have yielded no results I'm tired of platitudes, empty apologies, rude and/or uninformed customer service reps, and simply being ignored
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 August 16,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because: airbnb is taking hosts word without any proofI have written proof from text messages of what the host offered and what I the guest accepted. Sincerely,*** ***

tSince 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 August 8, Airbnb has issued a refund of $in total (out of $spent) for
reservation ***
We regret any inconvenience that this process may have caused and we wish the complainant the best in his future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because: It does not provide me with the correct 1099K form as correctedAirbnb continues to be negligent in their tax reporting for myself as a host by misrepresenting non-payees (myself) as a withholding agents and failing to redress this problem or communicate in a timely manner despite given every opportunity to do soThis correspondence is being kept for the record, filed with my CPA and reported as necessary to any official inquirySincerely,*** ***

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

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

Complaint: ***I am rejecting this response because: airbnb is less then cooperative they ignored my concerns and have told me via email that they will no longer continue corresponding with meI have requested phone recordings and they are ignoring my request at this point. Sincerely,*** ***